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Macmillan lung cancer specialist supportive service support officer

By Sarah Morgan, Glangwili Hospital

Category: Diagnosis and Initial Needs

The problem identified

Patients, relatives and professionals did not have adequate access to appropriate support and information throughout the diagnostic and lung cancer pathway. Phone contact was inadequate for the support needs of patients and relatives and liaison with professionals regarding the co-ordination of tests, appointment and referrals was insufficient to ensure a smooth service. The lung cancer specialist nurses needed administration support to enable them to cover clinical areas of working more effectively.

The intervention made to change the problem

A bid was put forward to Macmillan to develop the lung cancer specialist support service; this included the funding of a band 4 support officer. The support officer is available 9am to 5pm, five days a week, as the point of contact for communication with patients, relatives and liaison with professionals regarding tests, appointment, transport issues, general anxieties and concerns at all the points of the diagnostic and lung cancer pathway.

How it changed my practice

The support officer is the first point of contact for patients, relatives and professionals via telephone, email, fax, and letter and in person. The accessibility of the support officer as an appropriate first point of contact to deal with queries and provide information and support at all points in the lung cancer pathway has enabled the lung cancer nurse specialist to re prioritise their time and focus on the more complex needs of patients and families. The CNS is now able to devote more resources to the development of the lung cancer service including the educational and information needs of professionals.
Accessibility to the lung cancer support service has been transformed, ensuring appropriate support for patients, families and professionals at the right time by the right person in the right place, so ensuring a seamless service for all.

Resource / Cost implications

New Band 4 post funded by Macmillan.

References

Right Care, RightTime,Right place€ EveryTime. Hywel Dda Health Board FiveYear Plan 2010/2015 http://howis.wales.nhs.uk National Cancer Patient Experience Survey Programme 2010. National Cancer Patient Experience Survey Programme 2010, Survey Report. DOH 2010, http://www.dh.gov.uk

Published:

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