"A very special example of what quality looks like"

Feedback on Radiology Dept. Ninewells Hospital Dundee

Quality is something that you know if it is present and similarly when it is absent. I have been diagnosed with intermediate prostate cancer and approached my entry into the next stage of my journey -transfer to the cancer department and commencing a course of prostate cancer radiology - with trepidation having had a bad experience with the Urology Department over the previous 4 months.

Right from the start, I have had a positive experience. My initial contact was with the Oncology Consultant Saurabh who was positive and thorough and promptly backed up the discussion of the options open to me with a very detailed letter accurately summarising the discussion we had had. I also felt confidence in Gordon the SeniorUro-oncology Specialist Nurse who was prompt and efficient in accessing services for me and also, importantly, demonstrating that I could contact him and be confident of getting an immediate response to my various queries. They helped inspire confidence in me that the entry to the radiology department would be accessed efficiently.

My initial contact with the Radiology Dept. was again handled well. The documentation they provided for me about their service was comprehensive and had links to further reading that I could explore about what is quite a complex process for the patient to take in. Helpfully there were also online verbal summaries of all the issues you needed to take on board at the various stages. I was able to telephone and email Fiona about my initial concerns and got prompt and helpful advice.

This approach was backed up by my initial visit to the Radiology department. There was signage/tracking on the floor to guide you through the various hospital corridors that led to the department and a display board showing the history of the department's growth over the years plus notices about organisations that would help patients. You felt they took pride in their service.

When you arrived in the department, the staff at reception Bob, Jackie and their colleagues immediately gave the impression that they were there to help you and guide you through the process. They asked what you wanted to be called and knew everyone by their first name. They were kind, caring and professional. That approach permeated every person I subsequently came into contact with - reception/support workers/managers/nurses and radiographers. They all work together as a team, supporting each other and putting you at the heart of the system. The approach also permeated the waiting room and, as a result, there is a positive relationship between people waiting for their treatment in the reception area. By the end of my time there, I felt I had got to know some fellow-patients well even if I might not see them again.

The procedure you go through depends on the type of cancer you have. For me it necessitated arriving an hour before I received radiology and undergoing a series of activities at timed intervals before my treatment. At each appointment, over a period of 20 treatments/fractions, they ensure that you carry out the processes on time daily and do it in a way which is always considerate. I had to receive assistance with enemas and received daily help from Wendy, an outstanding wellbeing specialist nurse who never made me feel a nuisance and carried out the procedure respectfully whilst giving me tremendous ongoing support and advice.

The same caring approach was provided by the Radiographers (too many to name individually), who were extremely professional. They started from where the patient was and allayed your anxiety by making it clear that they would not proceed with the treatment unless they were totally satisfied with the daily preparation. They gave you reassurance after each fraction and treated each person as an individual. Despite seeing numerous radiographers over the course of a month, they were all unfailingly supportive.

As in all good organisations, the staff listened to what your concerns were and there was a review built in both at the beginning and end of the course of treatment with the Wellbeing Specialist Nurse who made it clear what the next steps were on your journey and followed up the verbal meeting with a written summary. The day after my treatment finished, I received letters detailing my future appointments over the next 4 months.

Over the course of the month I spoke to many fellow patients and they were unanimous in their appreciation of the kindness and professionalism shown by all members of the interdisciplinary team.

It takes a lot of planning, training and dedication to make complex and difficult processes and procedures seem simple. It is a measure of the Department’s success that this was achieved 100% - everyone is singing from the same hymn sheet. I would not use the word exceptional to describe them because excellence was the norm and not the exception. They are a very special example of what quality looks like.