Improving our cancer services

What is the purpose of this project? 

The aim of this work is to understand the experience of patients and those supporting them who have recently experienced cancer services at Imperial College Healthcare NHS Trust. The insights we learn will inform our future improvement work.

Our hospitals aspire to provide high quality cancer care for all patients.  We know we can do more to support people, and we would like to understand what we can do differently to improve experiences for our patients, and those who are supporting them.

Who is leading this project?

Imperial College Healthcare NHS Trust is working with the Helix Centre, part of Imperial College London’s Institute of Global Health Innovation, to undertake this project. We are working in lung cancer care initially, as part of a wider programme of work that the Trust is doing to review and improve cancer services.

The Helix Centre has been commissioned by the Trust to carry out this project.

Imperial College Healthcare NHS Trust provides acute and specialist healthcare for over one million people every year across their hospitals in central and west London - Charing Cross, Hammersmith, Queen Charlotte’s and Chelsea, St Mary’s and Western Eye hospitals. The Helix Centre is a research lab that is part of Imperial College London and located in St Mary’s Hospital.

The Helix Centre designs and evaluates products and services that tackle major health challenges by putting people and their needs at the centre of what they do.

Further sources of support and information

If you are looking for information or help from cancer support organisations, there are further resources listed below.

Macmillan cancer navigator service at Imperial College Healthcare NHS Trust (ICHT): This is a single point of contact for ICHT cancer patients and their families, helping you to navigate your care and resolve queries that you may have. Navigators can access information about your appointments, connect you to appropriate services and signpost you on to further support. They can additionally book you in for a telephone call back from your Clinical Nurse Specialist (CNS) if you have a query that requires clinical input.

The service is open Monday to Friday 8:30 to 16.30 (excluding bank holidays). Call: 020 3313 0303

Macmillan cancer information and support service at Imperial College Healthcare NHS Trust (ICHT): The Macmillan information and support service provides free, confidential support and information to anyone affected by cancer. The service offers the opportunity to talk to one of our team one-on-one about whatever matters most to you, as well as a range of weekly virtual groups that provide the opportunity to connect with other patients in a relaxed environment. The Macmillan welfare and benefits adviser can offer ICHT patients tailored advice on additional financial support. There are physical centres at Charing Cross and Hammersmith Hospitals ando ffer virtual and telephone support.

The service is open Monday-Thursday (excluding bank holidays), with various drop-ins available within our physical centres. For more information, please call 020 3313 5170 or email imperial.macmillansupportservice@nhs.net

Maggie’s west London: Maggie’s is a cancer charity that provides the emotional, practical and social support to people with cancer and their family and friends. The centre combines beautiful architecture, calming spaces, a professional team of support staff and the ability to talk and share experiences with a community of people who have been through similar experiences. Maggie’s centres are warm, friendly and informal places full of light and open space with a big kitchen table at the heart of the building. Maggie’s west London is located in the grounds of Charing Cross Hospital but is independent of our hospital.

The centre is open Monday to Friday, 09.00-17.00. For more information, please call 020 7386 1750.

Macmillan Support Line: The Macmillan Support Line offers confidential support to people living with cancer and their loved ones. This support line is a national line provided by Macmillan and is independent of our hospital

Call: 0808 808 000 (Every day, 08.00-20.00) or visit www.macmillan.org.uk

If you have been affected by this questionnaire, we have listed some organisations below that may be able to offer some support.
Samaritans: Free 24/7 phone line to talk through any issues you're facing. Call 116 123. www.samaritans.org

Shout: Free, confidential, 24/7 text support line in the UK, offering texters immediate support with issues such as suicidal thoughts, depression, anxiety, panic attacks. Text 85258. giveusashout.org

Nafsiyat - A charity offering intercultural therapy in over 20 languages to people from diverse cultural communities in London. www.nafsiyat.org.uk/

The Black, African and Asian Therapy Network: The UK’s largest independent organisation to specialise in working psychologically, informed by an understanding of intersectionality, with people who identify as Black, African, South Asian and Caribbean. www.baatn.org.uk/

Patient advice and liaison service (PALS): If you have any suggestions, comments or concerns about your care or that of the person you are supporting, please contact our PALS team for advice:

020 3312 7777 (10.00 – 16.00, Monday to Friday)

Through email at imperial.pals@nhs.net

The PALS team will listen to your concerns, suggestions or queries and is often able to help solve problems on your behalf.

Alternatively, you may wish to complain by contacting our complaints department:

Complaints department, fourth floor, Salton House, St Mary’s Hospital, Praed Street, London W2 1NY Email: ICHC-tr.Complaints@nhs.net Telephone: 020 3312 1337 / 1349.