Our report following our engagement session at St Luke’s Cancer Centre, highlighting what we heard from patients, families and carers. The hospital’s response is included on the report detail page.

Involvement of people

Healthwatch Surrey staff and volunteers visited St Luke’s Cancer Centre in July 2023 to speak with patients, and their families and carers, to find out more about people’s understanding of and barriers around providing feedback.

Following our engagement session, our key recommendation is that Royal Surrey County Hospital review how they communicate with patients their families and carers about the available means to provide feedback and complaints. We suggest that the importance of feedback is highlighted to encourage more people to share their view whether positive or negative, and people are provided with clearer information about the range of opportunities to provide feedback including PALS, the Friends and Family Test and independent options such as Healthwatch Surrey.

Hospital response

On receipt of this report, the Patient Experience Lead said:

“May I also take this opportunity to thank you and the team for the exceptionally comprehensive report on St Luke’s  OPD and Radiotherapy. It’s given the team lots of ideas for improvement and as supported wider patient experience work around the Friends and Family Test (FFT).

Honestly the partnership working on this is a breath of fresh air and so hugely helpful.”

We have also received a further response from the Professional Director of Nursing and Cancer, detailing the following:

  • The interface between NHS website and NHS App which will allow for consistency of messaging will go live on 4 February 2024
  • The new Cloud Based Telephony system allowing for clearer signposting will also go live on 4 February
  • We are promoting channel agnostics access to ensure that whether patients come through via phone, website, app or face to face that they receive the same experience and communication. This will ensure ease of service access for all neurodiversity
  • We have been looking at our translation provision across the Trust –standardly offer an on-line translation service but we have been assessing the need for more face to face services.
  • Patients now get a follow up call to check they’re happy with the admissions process (Life Box is used currently which pushes information out electronically)
  • The Patient Experience Panel are now looking at the suitability of appointment letters and the Accessibility Group are supporting the patient portal.


What we’re hearing about St Luke’s Cancer Centre at Royal Surrey County Hospital - July 2023 (pdf) Download File (pdf 232.14 KB)
What we’re hearing about St Luke’s Cancer Centre at Royal Surrey County Hospital - July 2023 (word) Download File (vnd.openxmlformats-officedocument.wordprocessingml.document 1,001.02 KB)

There must be some way of [providing feedback], but I don’t know.