As reported by the National Health Executive, patients will receive clearer and more consistent updates about their NHS care under a new package of communication standards designed to improve the referral and appointment process
The measures form part of a wider programme led by NHS Chief Executive Jim Mackey to improve patients’ experience of navigating NHS services and reduce uncertainty while waiting for treatment.
Under the changes, patients will receive confirmation when a GP referral has been made, with updates delivered through the NHS App and, where preferred, by text message or letter. They will also be given at least three weeks’ notice of planned appointments wherever possible.
The NHS will introduce regular progress updates for people on waiting lists, with communication expected at least every 12 weeks. Patients will also be able to monitor the progress of their referral through a new tracking system, providing greater visibility of where they are in the care pathway.
Announcing the plans, Sir Jim said too many people have struggled to obtain clear information about their care, describing the experience of dealing with the NHS as “like walking through treacle” for many patients and families.
Alongside the new standards, the NHS will create the role of national director of patient experience to help embed a more patient-focused approach across the health service.
NHS trusts will also be expected to publish annual reports setting out their performance against the new communication standards, allowing patients and organisations to compare progress and drive improvements.
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