Report: Service Users’ Views on the Chartwell Unit - Winter 2025

The main focus of the engagement exercise was to examine the experiences of Chartwell patients. For comparison, some data was collected about patient experiences at KCH, Denmark Hill, but only a small volume due to time constraints.

Healthwatch Bromley staff members and volunteers visited the Chartwell Unit in November and December 2025. We completed feedback forms with participants, mainly in the outpatients area while they were waiting to be called into their appointment. Some forms were completed with patients on the inpatient wards. An online survey with identical questions was emailed to members of the Chartwell Cancer Trust distribution list.

We received feedback from 235 participants in total which included:

• 164 service users at different stages of treatment
• 68 family and friends and
• 3 health professionals

105 feedback forms were completed in person at the Unit and 130 online feedbacks forms were completed using smart survey.

Key findings

Overall experience

• 70% of participants rated their overall experience as very good.

What’s working well?

• A consistent thread emerged regarding the holistic nature of the Chartwell Unit – ‘more than just a treatment centre’
• Easy to get to the Chartwell Unit by car or public transport
• Positive feedback from patients about the Macmillan Unit at KCH, Denmark Hill.

What could be improved?

• Car parking emerged as an issue for many patients at both sites
• KCH, Denmark Hill presented challenges with both parking & public transport
• Some patients reported long waits to be seen by a health professional; others reported delays in receiving test results
• Poor communication between services particularly hospital & GPs.

Key Recommendations

1. Car parking and accessibility

• A review should be carried out of current parking usage and arrangements at both sites as well as the information provided to patients about both
• Consideration of the introduction of a shuttle service between the two sites.

2. Pharmacy

• Review of services to identify reasons for delays and possible solutions.

3. Poor communication

• Reasons for any poor communication between services should be identified and an action plan made for improvement for patients.

Healthwatch Bromley would like to thank everyone who shared their feedback both online and at the PRUH and KCH, Denmark Hill sites. We would also like to thank King's College Hospital NHS Foundation Trust for their cooperation in allowing the data collection to take place, and the Chartwell Cancer Trust for their help in distributing the online survey.

Cover photo by SHVETS production