Cancer Hub Website Redesign and Information & Support Services Consultation

We set out to understand how people view and use the Macmillan Information andSupport Service, what they expect from it, what stops them accessing support, and how awareness of local cancer charities shapes future service planning.

Why This Matters

People often have mixed or limited understanding of Macmillan’s local role, leading to confusion about what support is available and how to access it. Barriers such as distance, emotional readiness, difficulty contacting the service, and unclear messaging mean clearer communication and stronger outreach are essential.

What we did

Co-designed and promoted an online survey through community engagement.

Gathered 17 responses and analysed perceptions, expectations, barriers, and charity awareness.

Issued a final report with our recommendations to the trust team.

Outcomes

What we achieved!

Understanding of Macmillan’s role varies; some see it as essential, others are unsure or associate it mainly with end‑of‑life or financial support. People expect clear information, dignity, quick answers, and proactive follow‑up. Access is influenced by distance, contact difficulties, emotional readiness, and confusion about whether centres are open. Awareness of “Rise Above Cancer” is very low; people prefer donating to NHS‑linked charities.