Why meeting patients’ communication needs is crucial
We’ve looked at the good and the bad when it comes to how services communicate with patients. What’s clear is that taking time to get communications right benefits both patients and services.
Our recently conducted polling on confidence in the NHS supports this finding. In our polling:
- 65% of respondents agreed it was important that “I receive any results or new information regarding my health, care and/or treatment in a timely manner.”
- 59% agreed it was important that “Information about my ongoing healthcare is shared between medical professionals, so there's no need to repeat myself when I go to different NHS settings.”
- 57% said it was important that “Healthcare services respect and follow my communication needs and preferences.”
What works?
Good communication held face to face, and taking the time to explain issues to patients
This reassures people and reduces confusion.
“…went to see an orthoptist. I feel we communicated well. He explained very clearly what he wanted me to do and why and told me what he was doing in his testing and why. He explained exercises and demonstrated how to do them.”
- Story shared with Healthwatch England
Getting your online approach to communications right
While many patients like face-to-face appointments, for others, there are advantages to using digital systems to discuss their health.
“I find my GP practice VERY approachable, easy to use and very proactive. I have a large mole… I photographed it and sent it in an email asking for an appointment. The practice said they had referred me to a dermatologist due to its size.”
- Story shared with Healthwatch England
Ensuring patients don’t feel forgotten
If someone is waiting for care, a regular check-in makes all the difference.
Surgeon called patient whilst they were on the waiting list to let them know they hadn't been forgotten about and would be seen soon – this made the patient feel relaxed, informed and not forgotten about.
What can create more work for patients and professionals?
Setting up systems that don’t work or meet the needs of patients
For example, patients have told us they are less likely to respond if services use private numbers to call them because they don’t know who you are.
We’ve also heard of services providing contact details for patients, like emails that don’t work:
“Referred by the doctor [and] phoned for an appointment but told to email. Emailed twice [but am] still waiting for them to contact me 10 weeks later.”
- Story shared with Healthwatch England
Not taking account of people’s communication needs
Providing unclear information or information in the wrong format frustrates patients.
“…Communication was clear and concise on the day, but the follow-up letter was poorly written.”
-Story shared with Healthwatch Cambridgeshire
It took three attempts for the GP to get the letter written out properly.
Language also plays a part. In one case, we heard that the lack of ability to translate Ukrainian records made it harder to identify a medical history. In another example, we heard from someone who required a British Sign Language interpreter for their appointment. When they were not booked in advance, it meant having to come back in the future.
How do we improve communication?
It makes a huge difference to people’s experience when communication works well. It makes often challenging situations easier to manage, as well as reflecting positively on staff at all levels.
When communication goes wrong, services need more time to solve the resulting problems. Miscommunication or a lack of clarity can also worry people, especially if they’re unsure what’s happening or what will happen next.
In recent years, we’ve seen the increasing use of digital methods of communication. Digital technology can make it easier to talk to healthcare services but must be supported and match individual needs to avoid disempowering patients. People facing digital exclusion should always have the choice of alternative communication methods.
We welcome upcoming national developments, including a refreshed NHS Accessible Information Standard to clarify who should receive extra communication support from health and social care services. The General Medical Council is rolling out updated guidelines that also emphasise good communication.
But whether via digital technology or face-to-face, communication plays a central part in how people engage with health and care services. So, taking the time to get communications right helps both patients and services alike.
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