The COVID-19 pandemic caused substantial disruption to health services across the UK, raising concerns about the impact on people affected by cancer. Following an initial survey conducted in May 2020, Cancer Research UK carried out a second UK-wide survey of 900 cancer patients between December 2020 and March 2021.
This survey aimed to understand how the pandemic had affected cancer testing, treatment, care, wellbeing and views on government priorities. The survey also explored experiences of remote consultations, home or community-based treatment, and COVID-19 safety measures.
Around 1 in 3 of patients reported disruption to cancer services: 34% said their testing had been delayed, cancelled or changed, and 29% reported impacts on their treatment. Among those affected, average reported delays were around 13 weeks for both testing and treatment.
Impacts extended beyond testing and treatment. Eight in 10 patients (80%) reported at least one impact on their overall care, most commonly attending treatment appointments alone (64%), cancelled or postponed check-ups (32%), reduced access to support groups (24%), and less support from specialist nurses (20%).
Patients frequently described uncertainty and poor communication about delays, cancellations and changes to care. Qualitative feedback highlighted concerns about not knowing when appointments would be rescheduled, difficulties obtaining information, and feeling unsupported during treatment and follow-up care.
Patients’ ratings of overall cancer care worsened during the pandemic. The proportion rating their care as “very good” fell from 84% before the pandemic to 60% during the pandemic, while 1 in 3 (33%) reported a lower overall rating of care than before COVID-19.
Most patients reported positive experiences of measures introduced to reduce COVID-19 risk, including protected treatment areas, mask-wearing and home or community-based treatment. However, attending appointments alone was more polarising, with 1 in 3 (33%) reporting a negative experience.
Remote consultations were viewed positively in some situations, particularly for follow-up appointments, receiving test results and managing side effects. However, many patients preferred face-to-face care for receiving a diagnosis, discussing treatment options and palliative care. The vast majority wanted a choice between remote and in-person consultations in future.
The pandemic affected patients’ wellbeing. Around half were concerned about catching COVID-19 (50%) or becoming seriously ill from it (49%). Many reported feeling more frustrated (67%) and anxious (62%) compared with before the pandemic.
Patients strongly supported action to address pressures on cancer services, particularly ensuring timely testing for people with symptoms of cancer (94%) and increasing capacity to tackle backlogs in diagnosis and treatment (92%).
These findings show that, although many cancer services had adapted by late 2020 and early 2021, a substantial proportion of patients continued to experience disruptions to testing, treatment and care. The results suggest that the impact of the pandemic extended beyond measurable service delays, affecting patients’ confidence, wellbeing and overall experience of care.
The study also highlights the importance of communication and support throughout the cancer pathway. Patients’ accounts suggest that uncertainty about appointments and treatment plans could be as challenging as the delays themselves, reinforcing the need for clear and timely communication during periods of service pressure.
The findings provide evidence that some innovations introduced during the pandemic, such as remote consultations and home or community-based treatment, may have longer-term value. However, patients emphasised the importance of maintaining choice and ensuring that these approaches are used where appropriate rather than replacing face-to-face care universally.
More broadly, the results underscore the need for sufficient capacity across cancer services to manage backlogs and maintain timely diagnosis and treatment during future periods of pressure. Future research should continue to explore the longer-term effects of service disruption on patient outcomes and identify how new models of care can best support patients while preserving quality, accessibility and experience of care.
Cancer Research UK Patient Experience Survey 2020(PDF)
Charlotte Ide-Walters, Torin Greenhill, Matt Sample
If you have any comments, questions or feedback, please reach out to our team.
