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Macmillan Information and Support CentreQueen Alexandra Hospital
Portsmouth
Service Review January 2017 – December 2017
Compiled by Mary Harris, Macmillan Centre Manager January 2017
Service Review Section 1 – LW 2017
Name of
Service:
Macmillan Information and Support Centre
Lead
Professional:
Mary Harris
Job Title: Centre Manager
Email Address: [email protected]
Review date Date 27/02/2018
Geographical area South West England
Full name of Organisation/Trust
Portsmouth Hospitals NHS Trust , Queen Alexandra Hospital, Portsmouth,
PO6 3LY
Review Participants names:
Name Job TitleMary Harris Centre ManagerJulie Kill Centre CoordinatorShelly Wilkinson Centre CoordinatorSinead Parry Macmillan Quality Partnership
LeadMargot Berry Patient RepresentativeLinda Lacey Volunteer RepresentativeMacmillan Centre Steering GroupMacmillan Centre Volunteer Group
Service Review 2017
Executive Summary
In 2017 the Macmillan Information and Support Centre reached 20787 people affected by cancer.
We continue to develop the quality and variety of our services to enhance patient experience. Our key achievements during 2017 are as follows:
The centre provides support large numbers of people and carers affected by cancer. The number of people coming through the centre equates to 1732 per month. This is a similar number to previous years.
We continue to support the implementation of the recovery package. Sixty eight people attended a Promoting Health and Well Being one day event in April that was coordinated by centre staff. We also held two Live Your Life After Cancer (LYLAC) workshops and two Help Overcoming Problems Effectively (HOPE) courses, which supported 36 people at the end of cancer treatment.
During 2017 a total of 6009 information booklets were ordered from Macmillan. Of this total, 4303 booklets were distributed via the centre, 794 from the oncology wards and 912 from the day unit area.
Our grant applications totalled £16,876. These monies are used for essential costs that patients with cancer can incur. During 2017 four hundred and seven clients were seen at the centre by the Hampshire Citizens Advice Service, and as a result are better off financially by £1,544,733.
The centre has seen a number of changes this year. The previous Centre Manager and the Information and Support Assistant have left and a new Centre Manager commenced in August 2017. An increase in hours for the two centre coordinators has been agreed to commence in 2018, and within these increased hours there will be the opportunity to recommence a project to assess the support needs of patients. The Steering Group and Volunteer Group have assisted with a SWOT (Strengths, Weaknesses, Opportunities and Threats) analysis of the service (See section 12), which will inform future developments. We have also met as a team to identify a number of exciting plans for the future, which are detailed at the end of the review.
Service Review 2017
Macmillan Representative
Sinead Parry
How many posts (Macmillan and non – Macmillan) are there in your service
Three Macmillan Professionals (At the end of December 2017).Fifty-six volunteer staff undertaking meet and greet role, counsellors, complementary therapists and workshop leaders.
b) List the Macmillan Professionals involved in your service – Job titles and WTE:
Sinead Parry, Centre Manager, 0.73 WTE (Until June 2017) Mary Harris (MH), Centre Manager 0.6 WTE (22.5 hours per week)
(From August 2017) Julie Kill (JK), Centre Coordinator 35 hours per week Shelly Wilkinson (SW), Centre Coordinator 0.6 WTE (22.5 hours per
week) Linda Facey, Information and Support Assistant 0.6 WTE (22.5
hours per week)(Until end of July 2017.)
Centre StaffSinead Parry, Macmillan Centre Manager left the role at the end of June 2017 to work full time for Macmillan Cancer Support as a Macmillan Partnership Quality Lead. Mary Harris, the new Centre Manager commenced in role in August 2017. Mary previously worked within cancer and palliative care as a Clinical Nurse Specialist in Southampton.
During 2017 a project to assess the support needs of people affected by cancer was led by the Information and Support Assistant, supported by the centre manager. Unfortunately due to long term illness this post-holder left in the summer of 2017, and the work was unable to be completed. It is anticipated that with additional funding that this project will continue in 2018, and approval has now been given to increase the hours of both Centre Coordinator posts from the beginning of January 2018.
Andrew Merwood, Macmillan Clinical Psychologist commenced in post in December 2017. It is anticipated that he will work closely with the centre team and support the counselling service that is provided here.
Volunteer StaffSix volunteers left the centre. We recruited an additional five volunteers, two counsellors, two complementary therapists and one centre volunteer.
Service Review 2017
Details of the service
Aims: The Macmillan Information and Support Centre aims to provide
access to accurate comprehensive information and holistic
support to anyone affected by cancer in a safe and welcoming
environment.
Objectives: Providing free access to information (verbally and through
booklets, leaflets, DVDs, and internet access)
Providing a welcoming environment where users can express
their concerns and be dealt with in a sensitive and appropriate
way.
Ensuring information is reliably sourced, up to date and is
imparted in a sensitive, professional manner.
Providing a range of psychosocial care options for patients and
carers, such as Counselling, Complementary Therapies,
Support Groups, and Welfare Benefit Advice etc.
Developing and maintaining effective working relationships with
existing statutory, private and voluntary services within the
region.
Developing services in line with national strategies to support
those living with cancer.
Contributing to the delivery of local and national strategies for
cancer, such as 'Improving Outcomes: A strategy for Cancer'
(DoH 2011) through psychosocial support and self management
workshops.
Expected
Outcomes:
To illustrate how we make a difference to people affected by
cancer the chart overleaf details a typical week in the centre
during October 2017.
Service Review 2017
Service Review Section 1 – LW 2017
10 people benefited from complementary therapies
such as reflexology, aromatherapy, massage, reiki
and Indian head massage.
3 appointments for Emotinal Freedoom Technique to help reduce anxiety and promote
relaxation.
16 counselling appointments to support people affected by
cancer
16 people dropped in for ‘supportive listening’. This provides an opportunity to talk in a safe confidential
environment.
13 people attended the Demystifying Chemotherapy
workshop
7 people attended Yoga & Relaxation
11 women attended 'Look Good Feel Better' , a skincare
and make up workshop.
85 people came looking for information on the centre, how to contact health & social care professionals;
benefits, travel insurance, diet and physical activity
210 Macmillan booklets distributed
8 clients seen by the Macmillan Citizens Advice for
help with welfare benefits claims, housing issues, debt
and employment advice.
4 people attended Style Yourself Confident Worshop
10 women attended the Hairloss service to get fitted
with a wig.
18 people attended Coffee, Craft and Chatter Support
Group
2 people were supported to apply for a grant to help with
the cost of cancer
17 Health Professionals attended presentations about
the Macmillan Information and Support Centre.
229 people came for support and aa quiet place to rest.
Evidence of how the service is meeting the key aims, objectives and expected outputs and outcomes.
The Macmillan Information and Support Centre reached 20787 people affected by cancer during 2017. This equates to 1732 users per month. These numbers have marginally decreased during 2016 and 2017, as the graph below illustrates. There could be a number of reasons for this. It is possible that the numbers of people using the centre has stabilised, additionally there are other local cancer charities that people affected by cancer can also access for support. Recording accurate statistics of visitor numbers can also be challenging at times, particularly on busy days, and where data may not always accurately reflect centre activity.
2011 2012 2013 2014 2015 2016 2017
14612
1811420094
21663 21836 21233 20787
Annual Footfall
Service Review Section 1 – LW 2017
Further activity analysis
The following graph details the numbers of centre users per quarter compared with previous years. The data does not demonstrate significant variations between each quarter and annual footfall.
2013 2014 2015 2016 20170
1000
2000
3000
4000
5000
6000
Annual Footfall
1st qtr2nd qtr3rd qtr4th qtr
The following graph details the ages of our centre users.
2% 19%
15%
9%44%
12%
Ages of people attending 201725-34 35-44 45-54 55-64 65-74 75-84
It is interesting to note that the number of users in the age bracket 35-44 has increased from eight percent in 2016 to nineteen per cent in 2017. However the largest percentage of users continues to be in the 65-74 age group.
Service Review 2017
The following graph details the reasons for attending the centre:
Workshops
Complemen
tary T
herapies
Counsellin
g
Emotional S
upport
Informati
on 0
50010001500200025003000350040004500
2014201520162017
For most visitors the primary reason for their visit to the centre is to obtain information related to cancer. Increasing numbers of users are also attending workshops, details of which are detailed in section 24. We also continue to provide emotional support and supportive listening for both people living with cancer and their carers. Case studies that tell some of the service user stories are provided later in this review.
Impact of the Service
We receive significant numbers of referrals for our counselling service, 168 referrals during 2017 (165 referrals in 2016). We continue to host outreach counselling from Wessex Cancer Trust one day a week. The remaining counsellors are volunteers. One of our volunteer counsellors left during 2017, bringing the current total to four volunteer counsellors. However one of our counsellors has increased the number of sessions that she offers from three sessions per week to five sessions over two days.
Some quotes from service users, taken directly from completed evaluation forms, are recorded below:
Feedback from counselling:
“It helped me to prioritise my thoughts and concerns to enable me to move forwards in a positive way.”
“Made me hear my own voice, emotions, thoughts, pains and took me through.”
Service Review 2017
“Gave me back the self confidence I had lost. Helped me to think beyond my diagnosis.”
The counsellor gave me tools to help me and she listened to me. I found her words comforting and I often think about what she has said to me.”
Feedback from complementary therapies:
“I have become pain-free, positive, confident and empowered.”
“Helped me cope with months of stress and worry.”
“I was able to feel more positive and a little optimistic about my future.”
“It made me feel reconnected to myself and others.”
Feedback from hypnotherapy:
“Eased greatly anxiety, help with sleep and bad dreams, take control of illness, looking forward and beyond illness.”
“Made me feel more relaxed and less tense.”
Additional evidence to demonstrate the impact of the service
One of our key objectives is to provide accessible cancer information for patients and carers. During 2017 a total of 6009 information booklets were ordered from Macmillan. Of this total, 4303 booklets were distributed via the centre, 794 from the oncology wards and 912 from the day unit area. This figure does not include literature from other charities and organisations which is also freely available in the centre. It is noted that the numbers of booklets ordered from Macmillan has decreased a little compared to the previous year. (In 2016 7304 booklets were ordered). One reason for this could be that in early 2017 a number of booklets were out of stock. Additionally people may prefer to search for relevant information via the Internet.
The most popular booklets are listed below:1. Healthy eating and cancer2. Recipes3. Travel and cancer4. Understanding chemotherapy5. Understanding radiotherapy6. Eating problems7. Help with the cost of cancer8. Fatigue
It is interesting to note that information around nutrition is one of the most
Service Review 2017
accessed topics as this links with our future plans to run nutrition workshops.
Another key role is to provide welfare and benefit advice to patients. Centre staff are able to complete grant applications, which directly benefit patients.
During 2017 our grant applications totalled £16,876. These monies are used for essential costs that patients with cancer can incur, such as travelling costs, utility bills and clothing. Sometimes grants also fund more pleasurable activities for cancer patients and their families who are encountering life changing situations.
The total includes £10,742 in Macmillan grants, and £6,134 from another charity Football for Cancer.
The centre also hosts the Macmillan Citizens Advice Service for two days a week, which provides welfare and benefits advice to centre users. During 2017 four hundred and seven clients were seen at the centre, and as a result are better off financially by £1,544,733. This figure includes some large insurance pay outs that the service assisted with.
12. Please complete a SWOT analysis for the service:
MQEMVolunteersStaffSurvivorship programmesWider cancer team working relationshipsPartnership working with MacmillanVariety and range of services offeredUser satisfactionFriendly and welcoming environmentAbility / knowledge to signpost users on
Geographical location, i.e. lack of spaceConstructive feedback, ‘people want more’ e.g. longer course of counsellingDue to staff shortages there has been a lack of volunteer supportLack of signage to the centre/ lack of awareness that the centre is here
Support ProjectWorking with Macmillan PsychologistForum for centre managers for SW EnglandOur charitable fund – available to enhance patient experienceWorking with other local services
Third coordinator post not funded, therefore reduced staffing levelsPotentially other local charities, but opportunities also.
Service Review 2017
13. Number of contacts made (interactions) in the last 12 months:
Our overall number of contacts in 2017 is 20787. This total includes all Macmillan levels of intervention (see below), and also contains our level 0 data (12,353 people who have enjoyed refreshments only at the centre).Our total number of contacts for levels 1-4 in 2017 were 8434. (See further breakdown in section 15.)
14. Do you collect data on levels of interventions?
Yes
See the guidance box below:
15. Please provide a breakdown of the contacts made (interactions) in the last 12 months by level of intervention.
Level 1: 2234 contacts
Level 2: 3891 contacts
Level 3: 1729 contacts
Level 4: 580 contacts
16. If your levels of intervention differ from Macmillan’s, please outline the levels and definitions used:
We use the Macmillan levels of intervention, and keep a simplified version of the guidance that our volunteers can access for easy reference.
Service Review 2017
For guidance: Macmillan levels of intervention for healthcare posts and services are defined as:Level 1 – Indirect input: No direct involvement with patient/service user and/or carer, general advice via telephone or email, e.g. general dietary advice given over the phoneLevel 2 – Single consultation: Face-to-face/Skype/digital/telephone consultation, usually one off to assess requirements with referring health professional to give basic advice to with patient/service user and/or carer, e.g. one-off appointment following assessment to provide basic adviceLevel 3 – Direct short-term intervention: Face-to-face/Skype/digital/telephone consultations, advice on specific issue(s) and/or extra support for short periods for with patient/service user and/or carer, e.g. therapeutic conversation resulting in care planLevel 4 - Long term intervention: long term involvement and/or carer with patient/service user
17. Number of individual people supported in the last 12 months
Our total figures are detailed above. There are a variety of users who return to, and access different types of support from the centre on more than one occasion, however it is difficult to capture this data. Therefore it is not possible to detail the exact number of individual people who have been supported in the last twelve months.
18. Please specify the proportion/number of People Living with Cancer (PLWC) supported:
Of the 8434 level 1-4 contacts 5566 (66%) were people living with cancer.
19. Does your service directly support carers?
Yes
i. If yes please specify the proportion/number of carers supported.
Carers are welcomed, and have equal access to supportive listening, complementary therapies and counselling services that the centre provides. Of the 8434 level 1-4 contacts 2868 (34%) were carers.
20. Does your service indirectly support carers?
Yes
i. If yes please specify how you indirectly support carers?
See above.
21. Does your service support other people affected by cancer?
Yes No
i. If yes, please specify the proportion/number of other people affected by cancer.
22. Does your service support people with other non-cancer diseases?
No
Service Review 2017
23. Briefly outline how the data for Q13-22 was collected, any estimates and any gaps in data recording, the period that the data recorded refers to and provide an explanation for any changes seen over the last 12 months:
All centre staff, volunteers and workshop leaders complete data logging sheets to capture details of all visits, phone calls and email contacts with centre users. This data is then added to a database, which is administered by Macmillan. We have a number of volunteers who also assist with entering data on to the main database on our behalf.
During the year we have needed to have had ongoing dialogue with the main administrator of the Macmillan database, as we have experienced some intermittent technical difficulties with data upload. This may also have impacted on the accuracy of our data recording.
As suggested previously, there are often periods when the centre is very busy, and under reporting occurs, this is an ongoing challenge. Sometimes estimates or gaps in data occur, for example, users do not always volunteer information about the stage of their cancer pathway, and it is not always appropriate to ask.
As previously noted, there do not appear to be a significant change in the levels of centre activity during 2017. However this is an area for ongoing discussion and review.
24. What Learning and Development (L&D) has been accessed to support the sustainability and development of this service in the last 12 months (please include Macmillan and Non-Macmillan training):
A variety of staff learning and development has been accomplished during the year:
Mary Harris: 6th Guildford Advanced Pain and Symptom Management Course. Passport to Manage: Two day programme for new managers within
Portsmouth Hospitals Trust (PHT).
Julie Kill: Talking sex; addressing sexuality and cancer. HOPE – Learn and Share Workshop. Macmillan Professionals Conference.
Shelly Wilkinson: Motivational Behaviour Training.
Service Review 2017
Talking sex; addressing sexuality and cancer. Resilience training. HOPE – Learn and Share workshop.
Volunteers working at the Centre have been able to access appropriate training to enhance their roles. Four volunteer complementary therapists attended Adapting Therapies for Cancer Patients at St Wilfred’s Hospice. Four volunteers attended a Mindfulness Based Stress Reduction Course, and one volunteer attended a Resilience Workshop, both courses hosted by the Rowan’s Hospice.
All volunteer staff additionally complete mandatory essential skills and fire training. We strive to complete annual reviews with all volunteer staff to support them in their role, and provide an opportunity for two way feedback. Ongoing regular education slots are provided at our volunteer meetings. This year has seen an external speaker provide an update about Charity Challenge and volunteer quiz. At the last meeting of 2017 a number of topics for the following year were proposed, and we have provisionally arranged for a member of the Rowans Hospice Living Well team to present to us in 2018.
Regular professional supervision is paid for from charitable funds for our volunteer counsellors.
Service Review 2017
Learning and development for users and professionals
As well as ongoing professional development, as a team we have also hosted a variety of educational events and survivorship workshops for both users and professionals. In addition to this centre staff have attended a number of events to promote the centre.
Workshops
We have held two Live Your Life After Cancer (LYLAC) workshops, with a total of 22 attendees. This one-day workshop is for people who have, ‘Completed their cancer treatment and are looking for ways to regain zest for life and direction’. These workshops have been positively evaluated, with one attendee saying, ‘I am now looking towards the future and not back.’
We have also held two Help Overcoming Problems Effectively (HOPE) workshops with a total of 14 attendees. This two day course focuses on rediscovering inner strengths and resilience to help people cope emotionally, psychologically and practically. Two of our centre coordinators are HOPE facilitators, and following the courses held at the centre, we have again received positive feedback from participants.
Service Review 2017
Events
Centre staff coordinated and presented at a Promoting Health and Well Being one day event in April 2017. Sixty eight people attended this event, which covered a variety of topics including: living well courses, physical activity, healthy eating and nutrition and emotional well being and relationships.
To promote the work of the Centre staff also attended the HSBC Health Fare, and held stalls at:
The Health and Well Being Event World Health Day Men’s Health Day Breast Cancer Health and Well Being Events
Presentations
We have presented the work of the centre to:
Four Gynaecological Follow up workshops Lung Cancer Support Group Three Colorectal Support Groups HASAG (Asbestos Disease) Support Group
Service Review 2017
Education for health care professionals
We have also provided education about the work of the centre to:
Eighteen staff from the oncology wards Ten staff from the paediatric oncology team Six staff from Surgery and Cancer on a band 7 development day
25. Have any of your L&D needs not been met? (Please specify)
No
26. Evidence of use of Macmillan Brand and Macmillan Brand Profile:e.g. do you wear a Macmillan badge/lanyard, do you use Macmillan logos?
All centre staff and volunteers wear Macmillan name badges and lanyards. Both the Macmillan and Portsmouth Hospitals NHS Trust logos are used on reports and correspondence.
27. Is there anything else you wish to share with Macmillan?
Partnership Working
The centre continues to work with local and national partners:
Mary Harris attended the first Macmillan Information and Support Forum, which brings together centre managers from the South West England region. This forum has been set up to share examples of good practice across the region.
Wessex Cancer Trust provides an outreach counselling service to the centre one day a week, and also provides additional cancer literature and advice for patients and carers.
The centre hosts the Macmillan Citizens Advice Service (see section 11).
We also continue to host hair loss clinics two days a week, Look Good Feel Better (LGFB) and various patient support groups.
Macmillan Cancer Support is a key stakeholder, and works in close partnership with the centre.
Service Review 2017
Governance
Macmillan Quality Standards for Information and Support Services (MQuISS). The centre continues to achieve the required level four for all twelve quality standards.
Complementary therapy and counselling evaluations are collated quarterly, summarised and shared appropriately.
The centre documents and reports on all plaudits and donations received. We have also had a poem written about us by one of our users. See appendix 2.
We value and monitor user feedback and act on suggestions wherever possible and practical.
During 2017 we have not received any complaints about the centre. In preparation for our Macmillan Quality Environment Mark review,
scheduled for 2018, we completed a service user feedback questionnaire. (Appendix 1)
Other Achievements We raised a total of £667.85 for Macmillan’s World’s Biggest Coffee
Morning. Funding secured for additional hours for Centre Coordinators in
2018.
Service User Stories
Our users often experience a variety of complex and life changing issues. A powerful way of demonstrating the difference that we can make for people is by sharing case studies. Pseudonyms have been used to protect the confidentiality of the individuals.
Ellen
Ellen is a lady in her forties who was diagnosed with breast cancer. At her initial consultation she was extremely anxious and concerned about losing her hair due to chemotherapy. She needed a lot of information and reassurance, and we spent over an hour with her. She has experienced ongoing anxiety regarding her chemotherapy treatment, its side effects and what the future holds. Ellen was especially nervous about having a PICC line inserted, and needed a lot of support with this. She attended an appointment at the hair loss clinic, and was fitted with a new wig, which really boosted her confidence. She is now a regular attender at the centre and appears relaxed and at home when she visits us. She appears to really appreciate the support available to her.
Arthur and Graham
Service Review 2017
Two gentlemen came into the centre wanting to talk to someone. Arthur has bowel cancer which has spread to his bones. As a result he is now using a wheelchair as it is painful for him to walk. Graham, Arthur’s son is concerned about what will happen with his Mum and Dad. Graham explained that Arthur is his Mum’s carer as she has dementia and his Dad is worrying about how they will cope.
Arthur and his wife, Nancy, claim both Attendance and Carers Allowance. Graham wanted to know if he could apply for Carers and Attendance allowance for his Dad. We discussed contacting the Macmillan Citizen Advice Service to review their current benefits and to look at which package of benefits would best suit his parents’ situation, and we gave them contact details for the service.
We discussed the current situation at home with Arthur and Nancy; carers attend twice a day to care for Nancy. Graham asked if we could arrange for the carers to come in more frequently to care for Nancy when Arthur’s health declines so as to also care for him. Nancy’s ‘care package’ was set up by the GP, so we advised for Arthur and Graham to go back to the GP to discuss their care needs as a couple.
Graham said that his Dad is struggling with the level of pain he is in. Arthur was due to see the Oncologist that afternoon, so we advised that they discuss Arthur’s pain management with them.
We talked about the other services the centre offered until it was time for Arthur’s oncology appointment
Service Review 2017
Future plans and targets
Macmillan Quality Environment Mark (MQEM) – MQEM aims to set the highest possible standards for cancer care environments. We are due to be reassessed in early 2018 and hope to maintain our accreditation for this prestigious award.
Macmillan Quality Information & Support Standards (MQuISS) – Continue to progress with an action plan to meet the highest level of all 12 standards. Support another local Macmillan Centre to implement the standards.
Support for Implementing the Recovery Package – Previously the centre has coordinated a number of Health and Well Being events on behalf of the Trust. During 2018 the centre team will continue to provide support to CNS colleagues who are taking over the coordination of these events. We will continue to run a choice of self management workshops including LYLAC and HOPE programmes and evaluate their impact on people living with and beyond cancer.
Support Project – Additional hours have been agreed to re-commence this project in 2018. The project will identify the support needs of people affected by cancer and evaluate the results to inform the development of a strategy to meet identified need.
Future funding for a third Centre Coordinator post – The Information and Support Assistant, who also worked as a centre coordinator, left in 2017. During 2018 we hope to secure funding for a third centre coordinator post to replace this staff member, which will provide resilience for the centre and allow for future planning and development of the service.
Emotional Well Being - work in partnership with the Macmillan Psychologist to develop a robust service for people affected by cancer.
Nutrition Workshops – To facilitate a series of healthy eating workshops with the Macmillan Dietitians.
Fatigue Management Workshops – Plans to develop a fatigue management workshop have previously been considered. We hope to move forwards with these plans in 2018.
Review and update evaluation tools – This will provide an opportunity to review our processes around evaluation. We will consider how we collate and use patient and carer feedback to inform the development of future services.
Sage and Thyme – Sage and Thyme is a form of communication skills training to support people who are distressed. As a Sage and Thyme facilitator MH plans to help coordinate the delivery of a training programme for the trust in 2018.
HOPE for carers – JK and SW plan to attend a HOPE conversion course to be able to run HOPE courses for carers as well as for patients.
LGFB- In 2018 we are planning to extend this popular workshop to
Service Review 2017
include a new Men’s ‘Skin Fitness’ Programme. Develop new 5 year strategy for 2018-23 – The previous strategy
is now out of date. With support from the Steering Group we will develop a new strategy to inform and guide the strategic development and direction of the centre. Our SWOT analysis will also provide a helpful basis for this.
Service Review 2017
Appendix 1
The Macmillan Quality Environment Mark ® is awarded to cancer care facilities that have been assessed using criteria shaped by people affected by cancer.
The Macmillan Information and Support Centre have been the proud recipients of this award since 2010. We are due our re-assessment and would like your views on how we are doing.
Results are in Green. Numbers = 35
1. Did you find the Centre welcoming?
Yes 100% No
If no, please tell us why.
2. Do you feel that your privacy and dignity has been respected in the Centre?
Yes 100% No
If no, please tell us why.
3. Have you found the Centre comfortable?i.e. the seating / complementary therapy couch
Yes 97.5% No 2.5%
If no, please tell us why.
The headrest on complementary couch was broken, uncomfortable to lay on their front.
4. Did you find the decor pleasing to view in the following areas?
Main Area Yes NoComplementary Therapy rooms Yes NoSeminar Room Yes NoQuiet Room Yes NoYes 100%
If no, please tell us why.
Would you like to give any suggestions?
Lighting is a bit harsh, too much like hospital.
6. Did you find the artwork pleasing to view in the following areas?
Service Review 2017
Main Area Yes NoComplementary Therapy rooms Yes NoSeminar Room Yes NoQuiet Room Yes No
Yes 100%If no, please tell us why.
Would you like to give any suggestions?
Artwork could be changed 3 monthly with other departments. Pictures too small
7. Can you tell us what you think of our leaflet displays?
Too many Very Good Excellent Very Helpful Ready available Easy to find Very useful Very informative Good to be able to find new publication and know the organisation is not static Easy to browse Clear to see Comprehensive display
8. Did you have an opportunity to give the staff at the Centre feedback regarding your experience?
100% with a range of positive comments
9. Do you have any further suggestions regarding the environment of Macmillan Centre?
Wish the centre was in Stubbington
No further suggestion given
70% were a cancer patient
30% a family member / friend / carer of someone with cancer
Service Review 2017
Appendix 2
MACMILLAN QA – Poem written by a user.
An oasis of calm I have found.The Macmillan room at QAFriendly faces are always around.Somewhere to be during the dayIf feeling overwhelmed or lonelyA cup of coffee, biscuit and a chat.Macmillan helpers are not onlyThe ones who will chew the fat.Other cancer sufferers also thereLooking for that special aidTo lift their spirits with not a tearAs their experiences they like to trade.There is no doubt that talking isOne of the best aids to recoveryAnd this Macmillan QA OasisHelps one to maybe be cancer free
22/11/2017
Thank you all
Service Review 2017
