Background
The Peter Mac Wellbeing Centre is a supportive environment designed to address the practical, social and emotional impacts of cancer. As the psychosocial effects of cancer become increasingly complex, it is important to understand the impact on services that support wellbeing beyond clinical treatment. This study examined trends in centre utilisation and visitor characteristics over time to better understand demand for these support services. The ultimate purpose was to inform improvement strategies to ensure care is effective, appropriate, and within scope.
Methods
Data were collected over 10 weekdays across two weeks. Number of visitor entries was recorded hourly. A survey of 20 randomly selected visitors per day collected demographic data and intended length of stay using a multiple-choice questionnaire. Data were collected using the same methodology previously in 2025 for comparison.
Results
Average daily visitation increased to 175 visitors/day in 2026 (+25% from 2025). Most visitors were patients (62%), with adults aged 61-75 years representing the predominant age group (53%). Length of stay increased, with fewer short visits and more stays exceeding two hours.
Discussion
Increasing attendance rates, longer visit durations, and the predominance of older patients suggest the Wellbeing Centre is supporting an increasingly complex population. Findings indicate visitors are seeking support that extends beyond clinical care to the broader social determinants of health. While this person-centred care model is a key strength of our service delivery, it presents challenges for non-clinical staff who are increasingly managing disclosures of complex practical, social and emotional concerns. In response, the service implemented several comprehensive interventions: clinical escalation pathways, communication upskilling, collaborative reflective practice and a revised staffing model with clarification of responsibility to support the delivery of safe, person-centred care. Demand for supportive wellbeing environments is likely to continue growing, with important implications for workforce capability, governance, and strategic planning.