Enhancing Cancer Patient Support: Insights from a Helpline Manager

PENNA awards
Communicating effectively with
patients and families
A Cancer helpline during Covid and beyond
Louise Smith
Support and Information centre manager
Cancer Support and information
Covid – 19 a global catastrophe
The greatest challenge the NHS
has ever faced’
Sajid Javid
Out of adversity comes
opportunity’
Benjamin Franklin
The role of a CNS in the cancer patient pathway
European Journal of Cancer Care – July 2021
‘This study demonstrates evidence of the positive impact of a
CNS on patients' experiences across several important aspects of
the cancer care pathway’
What happens when that support is unavailable?
Issues for cancer patients as a
result of Covid
Fear
Uncertainty
Loneliness and isolation
Unable to contact key worker
Unable to access support
Diagnosis and treatment delays
Increased risk of ill health and death
Financial burden
Cancer Helpline
Damian Barr: 
“We may be in the same storm,
but we are in different boats”
Cancer patients and their families faced greater
challenges than the rest of the population
Our patients said
‘The helpline was my life raft keeping me afloat
during a terrible time….’
‘it was great to be able to speak to someone
straight away and have your worries sorted
nothing was too much trouble’
Cancer Helpline = personalised care
Almost 4000 enquiries in the first 4 months
Central contact number
Every call dealt with in a timely manner and resolved
quickly
Enquirer led – ‘what matters to you?’
Careful liaison with clinical teams
Call back service
Bespoke website and on line support
Signposting to community services
Shielding guidance and vaccine support
Satisfaction survey
Ipswich July Call Statistics
July Total Contacts: 900
Pre Covid our average daily contacts was 50
Nature of Enquiry
 
Examples of Types of Calls
COVID ENQUIRY 
– Patients requiring advice regarding the
Government guidance for vulnerable people.  Advice about
COVID testing and requests for COVID test results.  Return to
work advice.  Registering for COVID support.
NON-CLINICAL/INFORMATION
 – Patients chasing blood test
forms and prescriptions.  Queries regarding appointment
times/dates/locations.  Patients notifying us of completed
blood tests.  Passenger transport queries and requests for
benefit and sickness forms.  Death notifications.  Insurance
queries.  Patients querying if and where to go for blood tests.
CLINICAL
 – Medication queries.  Patients calling with
acute/new symptoms. Patients requesting/querying test
results.  NOK’s wanting updates on patient’s conditions.
Patients requesting information/updates about treatment
plans/reviews.  Requests for further medication and queries
on repeat prescriptions.  This includes referral to other
services, hospices, dietician & palliative care etc…
SUPPORT/SIGNPOSTING
 – Emotional support, reassurance
and signposting/referral to other services.  Directions to
other departments.
Holistic assessment,  support and signposting carried out
with every call.
 
 
 
Summary
There is an important role for the helpline in
responding in a timely manner to enquiries
This led to improved patient experience and
reduced pressure on clinical teams
CNSs can be overwhelmed by tel enquiries
Majority of calls to the helpline were non-
clinical
High level of enquirer satisfaction
Efficient and cost effective use of resources
Thank you
Louise Smith
 Cancer Information Specialist
Louise.m.smith@esneft.nhs.uk
01473 715748
Slide Note

Hello I’m Louise Smith….I am absolutely delighted that we have been chosen as a finalist…..Ipswich and Colchester NHS foundation Trust in Suffolk and North East Essex is one of the largest organisations in the eastern region, as an example diagnosing and treating more cancer patients than the Marsden.

In March 2020 as a response to the Covid 19 pandemic, our cancer services at our Ipswich hospital was moved to the Nuffield and many of our nurse specialists were re deployed to other roles. This meant it was extremely difficult for patients and families to contact their key worker at a time when they were understandably frightened, uncertain and isolated. We are fortunate to have a support and information centre at each hospital site and in response to the situation we re structured our team and set up a helpline to meet our patients and families needs.

Embed
Share

Amid the challenges posed by the Covid-19 pandemic, the vital role of cancer helplines in providing support to patients and families becomes evident. The narrative explores the impact of effective communication, personalized care, and accessibility to critical services on the well-being of cancer patients. Through a lens of resilience, the article sheds light on the significance of maintaining patient-centered approaches and addressing the unique needs of individuals navigating cancer care during uncertain times.


Uploaded on Sep 07, 2024 | 0 Views


Download Presentation

Please find below an Image/Link to download the presentation.

The content on the website is provided AS IS for your information and personal use only. It may not be sold, licensed, or shared on other websites without obtaining consent from the author. Download presentation by click this link. If you encounter any issues during the download, it is possible that the publisher has removed the file from their server.

E N D

Presentation Transcript


  1. PENNA awards Communicating effectively with patients and families A Cancer helpline during Covid and beyond Louise Smith Support and Information centre manager

  2. Cancer Support and information

  3. Covid 19 a global catastrophe The greatest challenge the NHS has ever faced Sajid Javid Out of adversity comes opportunity Benjamin Franklin

  4. The role of a CNS in the cancer patient pathway European Journal of Cancer Care July 2021 This study demonstrates evidence of the positive impact of a CNS on patients' experiences across several important aspects of the cancer care pathway What happens when that support is unavailable?

  5. Issues for cancer patients as a result of Covid Fear Uncertainty Loneliness and isolation Unable to contact key worker Unable to access support Diagnosis and treatment delays Increased risk of ill health and death Financial burden

  6. Cancer Helpline Damian Barr: We may be in the same storm, but we are in different boats Cancer patients and their families faced greater challenges than the rest of the population Our patients said The helpline was my life raft keeping me afloat during a terrible time . it was great to be able to speak to someone straight away and have your worries sorted nothing was too much trouble

  7. Cancer Helpline = personalised care Almost 4000 enquiries in the first 4 months Central contact number Every call dealt with in a timely manner and resolved quickly Enquirer led what matters to you? Careful liaison with clinical teams Call back service Bespoke website and on line support Signposting to community services Shielding guidance and vaccine support Satisfaction survey

  8. Ipswich July Call Statistics July Total Contacts: 900 Pre Covid our average daily contacts was 50 60 50 40 30 20 10 0

  9. Nature of Enquiry 1% 1% 3% Examples of Types of Calls COVID ENQUIRY Patients requiring advice regarding the Government guidance for vulnerable people. Advice about COVID testing and requests for COVID test results. Return to work advice. Registering for COVID support. 26% NON-CLINICAL/INFORMATION Patients chasing blood test forms and prescriptions. Queries regarding appointment times/dates/locations. Patients notifying us of completed blood tests. Passenger transport queries and requests for benefit and sickness forms. Death notifications. Insurance queries. Patients querying if and where to go for blood tests. CLINICAL Medication queries. Patients calling with acute/new symptoms. Patients requesting/querying test results. NOK s wanting updates on patient s conditions. Patients requesting information/updates about treatment plans/reviews. Requests for further medication and queries on repeat prescriptions. This includes referral to other services, hospices, dietician & palliative care etc 11% 58% SUPPORT/SIGNPOSTING Emotional support, reassurance and signposting/referral to other services. Directions to other departments. NON-CLINICAL/INFORMATION CLINICAL SUPPORT/SIGN POSTING VARIOUS Holistic assessment, support and signposting carried out with every call. COVID QUERY DIRECTIONS

  10. Summary There is an important role for the helpline in responding in a timely manner to enquiries This led to improved patient experience and reduced pressure on clinical teams CNSs can be overwhelmed by tel enquiries Majority of calls to the helpline were non- clinical High level of enquirer satisfaction Efficient and cost effective use of resources

  11. Thank you Louise Smith Cancer Information Specialist Louise.m.smith@esneft.nhs.uk 01473 715748

Related


More Related Content

giItT1WQy@!-/#giItT1WQy@!-/#giItT1WQy@!-/#giItT1WQy@!-/#giItT1WQy@!-/#