References
1. Reach figures have been calculated using comprehensive
service data wherever available, but in some cases, these do not
exist, so estimates are used. Rounding to the nearest 100,000
people has been applied for our headline figures. The Reach
of Macmillan's Services factsheet contains the breakdown of
our full range of services The 'unique people helped' totals
for individual services should not be added together. This
is because most people accessed more than one Macmillan
service. By taking into account inherent overlap between the
reach of individual Macmillan services, the total unique people
supported by all Macmillan services has been calculated. The
extent to which people living with cancer access more than one
Macmillan service is based on a 2016 survey of people living with
cancer.
2. Macmillan Cancer Support. Customer feedback survey sent
to customers who have received support from Macmillan and
who have supported Macmillan themselves. Survey responses
average 2,200 a month in 2023. Customer Satisfaction Score
(CSAT) respondents provide a rating between 1 and 10 for the
question 'How satisfied were you with your recent experience
of Macmillan?' The score reflects the percentage of respondents
that report a rating of 10/10. The values given are in-month
December values.
We have changed how we calculate the CSAT score from
reporting the average of all customer scores to the percentage
of customers who score 10/10. We aim to increase the
percentage of customers that score us 10/10.
We are now focusing on monthly Customer Satisfaction Score
(CSAT), moving away from Net Promoter Score (NPS). CSAT is
a more accurate measure of satisfaction after an interaction,
whilst NPS is ideally asked at the end of a journey. By using CSAT,
we can better monitor good and poor performance, and identify
where we can improve the customer experience.
3. Macmillan Cancer Support/YouGov survey of 2,099 adults
in the UK who have had a cancer diagnosis, including 2,027
aware of Macmillan at diagnosis and/or treatment. Fieldwork
was undertaken between 2 - 22 January 2024. The survey
was carried out online. Figures have been weighted and
are representative of people living with cancer in the UK
(18+). Question wording was as follows: 'In which, if any, of the
following ways were you made aware of the support available
from Macmillan Cancer Support during your cancer diagnosis/
treatment?' 41% of those aware of Macmillan at diagnosis and/or
treatment selected 'By a healthcare professional, in a face-toface
appointment'.
4. Macmillan internal survey of Macmillan professionals and line
managers. The survey was sent to all Macmillan professionals
which included nurses, allied health professionals and welfare
benefits professionals and 841 responded. This annual survey
was carried out online and results were reported in September
2023.
5. Scottish government. Further investment in cancer support
services, published 03 July 2023 13:30. https://www.gov.scot/
news/further-investment-in-cancer-support-services/# The
Scottish Government has been working in partnership, and has
seen £18 million invested to date.
6. Macmillan Cancer Support/YouGov surveys of 4,096 adults
in the UK who have had a cancer diagnosis. Fieldwork was
undertaken between 4th-28th November 2022 (2,020 adults)
and 20th March-8th April 2023 (2,076 adults). The surveys were
carried out online. The figures have been weighted and are
representative of people living with cancer in the UK (aged
18+). Surveys included 2,654 people who've been diagnosed
within the last ten years and use the NHS for their cancer care.
Question wording in relation to people facing worse cancer
outcomes was as follows: "You have experienced waits of
several weeks or months, or delayed appointments, during
your cancer treatment and care. What, if anything, has been
the impact of this? Please select all that apply". 6% of those
diagnosed within the last ten years had experienced delays
and selected at least one of the following options: My cancer
has progressed and/or spread, My cancer symptoms have got
worse, My cancer is now incurable, I have fewer treatment
options, Surgery is no longer an option for my cancer.
The survey results above are extrapolated using prevalence
figures published by each UK nation. The total UK 10-year
prevalence is 1,791,209, a total of England (1,522,090), Scotland
(142,355), Wales (79,578) and Northern Ireland (47,186). Data from
(Accessed May 2023):
England: https://digital.nhs.uk/ndrs/data/data-outputs/cancerdata-hub
(Data migrated June 2024 to https://digital.nhs.uk/ndrs/data/
data-outputs/cancer-data-hub)
Wales: https://public.tableau.com/views/
Scotland: https://www.publichealthscotland.scot/publications/
cancer-incidence-in-scotland/cancer-incidence-in-scotlandcancer-incidence-and-prevalence-in-scotland-to-december-2019
Northern Ireland: https://www.qub.ac.uk/research-centres/
nicr/CancerInformation/official-statistics/BySite/All-Cancersexcl-non-malignant-melanoma-skin/
7. Macmillan Cancer Support/YouGov survey of 2,050 adults
in the UK who have had a cancer diagnosis, including 188 who
receive personal independence payment (PIP). The vast majority
of fieldwork was undertaken between 31st May and 15th June
2022, with a small additional sample surveyed on 9th and
10th July 2022. The survey was carried out online. The figures
have been weighted and are representative of people living
with cancer in the UK. 'More than 250,000' figure estimate by
applying the 9% figure to the 3 million people living with cancer
in the UK. 3 million figure from: Macmillan Cancer Support.
Cancer prevalence. Accessed September 2022
8. Department for Work and Pensions. Personal Independence
Payment statistics: https://www.gov.uk/government/
collections/personal-independence-payment-statistics
9. Savanta's Most loved charity brands report, 2023 h t t p s ://
savanta.com/knowledge-centre/report/macmillan-cancerresearch-uk-and-dogs-trust-are-uks-most-loved-charities/
10. Macmillan Cancer Support/Strat7 Incite online brand health
tracking survey of 9,236 adults in the UK. The fieldwork was
conducted throughout 2023. The figures have been weighted
and are representative of people living in the UK (aged
18+). Spontaneous awareness question wording: 'First, a quick
question about charities - there are many operating in the UK
today. Which charities come to mind first?' Score based on
average figure throughout whole year.
11. Macmillan Cancer Support. Volunteer experience survey.
Internal annual online survey of Macmillan volunteers. 580
responses received in 2023.
NB Statistics presented in the report which have not been
referenced are derived from analysis of Macmillan operational
data systems. This will include Volunteer, Supporters, Macmillan
professional, Macmillan staff and campaign databases capturing
day to day activity between January and December 2023.
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