Improving NHS Communication and Administration: Patient Perspectives
Key Findings:
- Many patients face difficulties in accessing healthcare information through their preferred communication channels, with email underutilised and NHS text messages lacking a reply function.
- Inconsistent experiences across NHS departments lead to confusion, delays, and administrative errors.
- Patients report long wait times, difficulty securing GP appointments and a lack of confidence using online consultation tools.
- Urgent and emergency care communication challenges include problems locating patients admitted to hospital wards.
- Hospital communication failures contribute to patient anxiety due to delayed test results, unclear referral processes and appointment scheduling issues.
- Medication management gaps between hospitals, GP practices and pharmacies pose risks to patient safety.
- Patients with disabilities often struggle with accessibility barriers, highlighting the need for improved support systems.
- Many patients are unaware of how to formally complain about poor communication or fear negative repercussions if they do.
- Parents and their children are experiencing delays which impact on child development and wellbeing.
Healthwatch Rutland’s Recommendations for Change:
- Expand email and text messaging options, allowing patients to choose their preferred communication method.
- Standardise communication practices across NHS services to ensure consistency and clarity.
- Improve access to GP services by enhancing training for care navigators and increasing awareness of online consultation tools.
- Ensure timely updates for patients on hospital waiting lists and create a universal system for appointment scheduling.
- Strengthen coordination between hospitals, GPs, and pharmacies to improve medication management.
- Enhance accessibility for patients with disabilities by fully implementing the Accessible Information Standard.
- Increase transparency around the complaints process and reassure patients that voicing concerns will not impact their care.
Dr. Janet Underwood, Chair of Healthwatch Rutland said:
“Many of the people who told us about their experiences of NHS communications and administration were talking about some of the most anxious and painful times of their lives. We sincerely thank every single person for their thoughtful reflections, stories, and suggestions. This report will now be sent to all those who are involved in communications with the public. We hope they reflect fully on what Rutland people have said and bring about the improvements that we all need.”
Healthwatch Rutland urges local NHS service providers to implement these recommendations to enhance patient experiences, reduce stress, and improve health outcomes. By prioritising effective communication, the NHS can foster a more transparent, efficient, and compassionate healthcare system.
Download the full report
Patient Experiences of NHS Communication and Administration
