Marie Curie Cancer Care
We worked with Marie Curie Cancer Care to improve their service satisfaction questionnaire so they could offer better support to patients and their carers.
Our cognitive testing specialists were asked by Marie Curie Cancer Care to help them improve their annual patient and carers feedback survey, after they found that lots of respondents were ignoring key questions.
The aim of our work was to make sure the questionnaire was a genuinely useful source of information for Marie Curie Cancer Care to refer to when planning and refining its service provision.
We worked with staff from across the charity to identify their information needs and developed a revised questionnaire which we then tested with patients and carers in their own homes and in a hospice.
Using cognitive testing we were able to explain why respondents were choosing not to answer particular questions.
By getting patients and carers to think aloud when they answered questions our cognitive specialists found that questions about pain relief and spiritual support were particularly unclear and hard to answer.
As a result we made recommendations to Marie Curie Cancer Care about how they could broach these topics effectively and sensitively.
Our researchers also explored with respondents how and when they would be happy to take part in a feedback survey: on the telephone, as long as the call was expected and they had advance notice of the questionnaire’s content.
By doing this we were able to advise Marie Curie Cancer Care on how to administer the survey in a way that met the needs of their service users.