The Royal Marsden scores highly in NHS Children and young people’s patient experience survey

The Royal Marsden has scored amongst the top Trusts in the country for patient experience for children and young people, according to results published by the Care Quality Commission.  

26 November 2019

The NHS Children and young people’s patient experience survey covered129 NHS acute and specialist trusts and summarises the experiences of over 30,000 children and young people who were admitted to hospital in November and December 2018.    

Nearly 100 parents, carers, children and young people at The Oak Centre for Children and Young People took part in the survey which asked questions about admission, the hospital ward, staff, facilities for parents and carers, pain management, operations and procedures, the discharge process and their overall evaluations of their care.

Exceeding previous ratings, 100% of our paediatric patients felt like they were well looked after whilst in hospital and the hospital scored above average in a number of areas including: pain management; experience on the hospital ward such as privacy when receiving care and treatment; and communication with hospital staff.

The survey runs every two years and comprises three different age-appropriate questionnaires: the parent and carer version for patients aged 0-7 years; the child version for eight-11 years old; and the young person version for 12-15 year olds. 

Parents and children felt that they were listened to and communicated with in a clear and understandable way whilst always being kept fully informed about what was happening. They felt that staff were friendly and treated them with dignity and respect. Parents scored 8.5/10 in feeling like there was enough things for their child to do whilst in hospital and scored highly with feeling that staff distracted the children from operations or procedures when necessary.

We are extremely proud of these results which are a true reflection of The Royal Marsden’s values, in particular pursuing excellence and showing kindness and working collaboratively.

Eamonn Sullivan, Chief Nurse

We scored highly for 21 questions including:

  • Was your child given enough privacy when receiving care and treatment? (9.7/10 rating)
  • Did hospital staff talk with you about how they were going to care for you? (9.8/10 rating)
  • Did you feel able to ask staff questions? (10/10 rating)
  • Did members of staff treating your child communicate with them in a way that your child could understand? (9.1/10 rating)
  • Did a member of staff agree a plan for your child’s care with you? (9.1/10 rating) 
  • Did you have confidence and trust in the members of staff treating your child? (9.8/10 rating)
  • Did you feel that staff looking after your child knew how to care for their individual or special needs? (9.6/10 rating)
  • Before the operations or procedures, did a member of staff answer your questions in a way you could understand? (10/10 rating)
  • Were you given any written information (such as leaflets) about your child’s condition or treatment to take home with you? (9.8/10 rating)
  • Overall, how well do you think you were looked after in hospital? (9.8/10 rating)
  • Do you feel that the people looking after your child were friendly? (9.9/10 rating)
  • Were you treated with dignity and respect by the people looking after your child? (9.9/10 rating)
  • If your child felt pain while they were at the hospital, do you think staff did everything they could to help them? (9.7/10 rating)
  • Did you have access to hot drinks facilities in the hospital? (10/10 rating)
  • Were you able to prepare food in the hospital if you wanted to? (8.3 /10 rating)
  • Overall, I felt my child had a very good experience (9.1/10 rating)

These fantastic results are in no small part thanks to supporters of The Royal Marsden Cancer Charity, who have enabled the Charity to help improve the patient experience for children and their families. The Charity contributed £16 million to the cost of the Oak Centre for Children and Young People when it was built and have since funded the creation of break-out spaces such as the Pandora parents’ lounge and outdoor play areas.

The Charity continues to fund a number of different services within the centre including a team of play specialists who use their understanding of child development, therapeutic play activities and distraction techniques to help young patients prepare for and cope with painful or invasive procedures, scans and treatment and to ensure the service runs smoothly. The Charity also supports the pain management team, who work closely with the physiotherapists and psychologists to help children and young people improve their pain management and find ways of coping.

Eamonn Sullivan, Chief Nurse said:

“We are extremely proud of these results which are a true reflection of The Royal Marsden’s values, in particular pursuing excellence and showing kindness and working collaboratively.

These outstanding results recognise the incredible hard work, compassion and family-centred care displayed by staff in the Oak Centre for Children and Young People.”

The full report can be viewed here.