What you can expect from us

The Royal Marsden prides itself on the highest standards of cancer care.

We will, to our best ability:

• Offer care that supports your physical, emotional, spiritual and cultural needs

• Provide a clean, comfortable and safe environment, making sure that everyone, including those with special needs, can use the hospital

• Introduce ourselves and others when we meet you, and deal with you, your family, carer and friends with courtesy and helpfulness

• Listen fully to everything you are saying and answer your questions to the best of our ability. If we don’t explain things clearly, please ask us again, until we make everything clear to you

• Communicate openly and honestly with you, your family, carer and friends. We will explain things in a way you understand, respecting your right to privacy

• Offer you as much information as your want. This includes information about the hospital’s services as well as about your cancer, its treatments and the support you can get

• Tell you why, if an appointment for treatment, investigation or consultation starts late, is cancelled or altered

• Respect confidentiality and only pass on personal information about you if there is a genuine need to do so

• Listen to your views and comments, and those of your family and friends. We will use them to help improve cancer services

• Give you the name and contact details of who you can get in touch with if you need any information or advice

• Make sure that we arrange support and care the may be needed when you leave hospital

If you would like more information about any of these expectations, please contact the Assistant Director of Quality Assurance at:

The Royal Marsden NHS Foundation Trust
Fulham Road
London
SW3 6JJ