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Patient experience survey results made us change our approach to gathering feedback

Lead cancer nurse Ruth Hendy on the challenge of interpreting patient feedback on cancer services – especially when mutiple care pathways and trusts are involved 
Ruth Hendy

Lead cancer nurse Ruth Hendy has written an evidence and practice article (to feature in our October issue) on understanding and responding to patient feedback after receiving disappointing results in the 2014 National Cancer Patient Experience Survey. Here she talks about the challenge of interpreting patient feedback and surveys on cancer services – especially when other multiple care pathways and trusts are involved

I have worked in cancer nursing within my organisation for 30 years – and delivering the best possible services to ensure the best outcome for patients has always been my motivation.

In 2011, I took up my current post having previously been a haematology/oncology centre matron, so receiving particularly disappointing results in the 2014 National Cancer Patient Experience Survey felt personal. It felt like direct feedback on the work I had been


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