Aim: To examine the cancer patient experience survey (CPES) responses for culturally and linguistically diverse (CALD) Victorians who were admitted for cancer care in 2022 across Victorian public hospitals.
Methods: CALD respondents were identified as those who indicated they spoke any language(s) other than English at home. A mixed-method analysis of CPES data was conducted comprising quantitative analysis of multiple-choice responses and qualitative analysis of free-text responses. Themes from thematic analysis of free-text responses were categorised by their relevance to the seven principles of care described in the Optimal Care Pathways (OCPs) that underpin optimal cancer care in Australia.
Results: Of the 3630 people who participated in the CPES, 247 (7%) were classified as a CALD patient. Most (98%) respondents rated their overall care as either “very good” or “good”. Over half (62%) of the respondents said they did not need an interpreter during appointments. Of those that did, only 56% recalled having an interpreter available at most or all appointments. Many quantitative findings were similar to the Victorian statewide average, suggesting positive progress is being made towards equitable cancer care in Victoria. Additional opportunities for cancer experience and care improvement were also identified. These included improving access to information and support for patients and their family/friends, better access to financial support information, and better communication of contact details for concerns post-discharge. Free-text responses mostly related to the OCP principles of communication, patient-centred care, and care coordination, emphasising concerns related to limited interpreter services and bilingual staff, a lack of communication with patients, a lack of empathy from staff, and long waiting times.
Conclusions: The findings highlight the need for improved communication, information sharing, and supportive care for CALD patients and family/friends including better access to interpreter services or bilingual staff, compassionate health professionals, and better system coordination.