Media Release

QEH’s National Cancer Patient Experience Survey results shows its highest rating in five years

The 2020 National Cancer Patient Experience Survey results – published today (11 November 2021) – show The Queen Elizabeth Hospital King’s Lynn NHS Foundation Trust (QEH) has achieved its highest average rating in five years. The experience of patients receiving cancer treatment at QEH has improved and the average rating from patients for their cancer care is now 9 out of 10.

The areas where the Trust has improved include:

  • Ensuring an appropriate length of time for cancer care appointments
  • Providing sufficient information to explain radiotherapy and chemotherapy treatments
  • Making it easy for patients to contact their Clinical Nurse Specialist.

Caroline Shaw CBE, Chief Executive at QEH commented: “We are delighted we have achieved our highest rating over the last five years. It provides further evidence that patient experience is improving at QEH, and supports our ambition to become the best rural District Hospital for patient and staff experience.”

Alice Webster, Chief Nurse at QEH added: “The results of this survey were gathered during the most difficult year in history for QEH and the wider NHS. I am really pleased patients in our care have rated us so positively which is testament to the hard work and dedication of our Cancer and Patient Experience teams.”

The survey highlights areas for further improvement and the following work is already underway:

  • The Personalised Care Project has commenced to improve patient experience
  • The introduction of a Cancer Care Patient Navigator team to help patients receive the right support for their individual needs
  • The improvement of written information to support patients when leaving hospital including details about who to contact if they are worried about their condition

Patients are already benefiting from a state-of-the-art Cancer Wellbeing and Support Centre following a £625,000 redevelopment funded by the Trust’s Charity. The facility provides a dedicated space for patients to access non-clinical support following cancer diagnosis.

353 patients treated for cancer at QEH over a three-month period between April to June 2020 were invited to take part in the survey. The response rate was 64% (higher than the national average of 59%).

QEH is one of only 55 Trusts in the country to have voluntarily taken part in this survey.


The survey, which is commissioned by NHS England and NHS Improvement, and overseen by a national Cancer Patient Experience Advisory Group, was offered to all NHS Trusts in England on a voluntary basis in 2020 in response to the pressures placed on the NHS as a result of COVID-19.

The reduced participation nationally means that a national comparison is unavailable.  

For further information or to arrange an interview please contact the QEH Communications team on 01553 613 216