A Brilliant Patient Experience

Earlier this year I decided, after a couple of poor experiences, to change where I received the care for my Myeloma. When I was originally diagnosed in 2011 I originally received my monitoring and care at Wigan via their general haematology services but quickly realised I wanted (and needed) something a bit more specialist so I transferred to Manchester Royal Infirmary (MRI). Travelling to Manchester and hanging round for most of the day in a specialist Myeloma clinic was a fairly draining experience but I considered it to be worth it as I was happy I was receiving the best care.

However time and progress moves on and during this time The Christie, the world famous cancer specialist hospital in Manchester, opened a specialist Chemotherapy centre attached to Wigan RAEI. The project was jointly funded by The Christie, Wigan and Macmillan and is designed to deliver chemotherapy and anti-cancer treatments for patients in the Wigan area.

The new centre got rave reviews from friend and colleague Mel Cochrane, who sadly lost her battle with cancer earlier this year. Her seal of approval came at the same time I had a couple of poor experiences at MRI with failed bookings and missing notes etc. but more importantly it seemed like nobody cared and therefore I asked for my care to be transferred back to Wigan in the hope I would receive a better patient experience at a more local centre. I was not disappointed.

 

Firstly the building is new and so creates a good impression. Reception resembles a hotel rather than a hospital as does the waiting area. The glass gives it an light, airy and welcoming feel.

Staff are keen to make you feel welcome and put you at ease.

The out-patient ward has 4 beds and around 8 treatment chairs. A chair for yourself and 1 for any visitor. A MacMillan volunteer ensures you are kept replenished with free coffee, tea or water and sandwiches at lunchtime.

There's a marked difference on how they administer my treatment too. Zoledronic Acid or Zometa to give it its trade name, is administered intravenously. The cannula is put in the back of my hand rather than my arm - this is to spot any allergic reaction sooner (the skin on the back of your hand is much thinner). A bag of saline is given first to ensure you are hydrated, then the saline with Zometa infused, then finally another saline bag that acts as a flush. I've noticed that the side effects I used to encounter at MRI are not as severe and I figure its connected with the hydration angle. I therefore ensure I drink plenty before and after to help this along.

There's some really nice touches too - there are 8 reserved car spaces for patients of the centre and I have been given a car park pass which allows me to park free - however its so local to me, a 10 minute walk, that I've not used these yet but its good to know other patients and their visitors get this benefit too.

There aren't many benefits to having cancer to be fair and there is impact both physically and mentally. The Christie at Wigan and MacMillan have looked to try and mitigate many of the issues within their control and so for this hats off to them.

In the age of customer experiences I think The Christie and MacMillan have got it just right. I feel that the care they deliver is patient centred and of high quality with a real human touch.

Don't get me wrong I wish I didn't have to go but as long as I do I hope I continue to receive my care at The Christie at Wigan - a brilliant patient experience.