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Lay influence on service provision: impact of a Royal College Patient Liaison Group on radiotherapy departments

The Clinical Oncology Patient Liaison Group (COPLG) was established by the Faculty of Clinical Oncology of The Royal College of Radiologists in 1997. One of the early issues to be addressed by the COPLG was the “patient-friendliness” of radiotherapy departments in the United Kingdom. A questionnaire relating to several aspects of patient care was formulated substantially by the lay members of the Group and circulated to all departments. There was a 63% response rate. The results demonstrated considerable variation in departmental practice and they were used as the basis for writing a booklet entitled “Making your Radiotherapy Service more patient-friendly”, which was circulated to all departments. This was intended to give practical suggestions on improving services, recommending only what had been shown to be feasible. A year later another questionnaire was circulated, designed to measure the effect of the booklet. There was a 53% response rate. In the great majority of responding departments the booklet had influenced staff and had led to changes in practice and improved care. The service areas most influenced were the provision of facilities for waiting patients, the provision of information about treatment, the maintenance of privacy and dignity and surveying the views of patients.