NHS England has announced an “overhaul of patient communications”, to detail standards for regular updates at least every 12 weeks for those on waiting lists in a plan to ensure a consistent “customer service” approach.
Eight new minimum standards for patient experience have been developed in collaboration with patients and stakeholders including The Patient’s Association and sent out to all NHS providers of planned care, NHSE shares. Trusts will be expected to publish an annual summary of their performance against these standards to promote transparency.
The plans note for patients to receive confirmation through the NHS App, or via text or letter, when their referral from a GP has been accepted and they have been added to a waiting list, according to NHSE, which adds: “The NHS will also ensure a consistent ‘customer service’ approach for those on the waiting list, providing regular updates at least every 12 weeks to ask patients about their condition and whether there is any change in their needs – as well as providing advice on self-care while they wait and what to do if their condition worsens.”
Information on next steps following the end of treatment will also be clearly communicated, including any set timeframe for follow-up appointments, and in the case that patients need to reschedule, a new appointment invitation should now be received within 28 days.
NHSE moves on to credit the hard work of staff across the country in ensuring that public satisfaction with the NHS increased this year for the first time since 2019, and in waiting lists being at the lowest level in close to three years.
“If we want to keep improving patients’ experiences and satisfaction with the NHS, we have to fix the basics – and that starts with how we treat people even before they arrive for their treatment,” NHS chief executive Jim Mackey notes. “Our communication with patients needs to be clear and easy to understand. We have to get away from making patients ask us multiple times to get the information they need, and start delivering five-star customer service.”
Wider trend: Digital patient journeys
For a recent HTN Now session exploring what good looks like for a digital patient journey, HTN was joined by a panel of experts from across the health sector. Panellists included Shanker Vijayadeva, GP lead – digital transformation in primary care, London Region, NHS England; Amanda Jackson, associate CCIO and digital inclusion lead, Leeds Community Healthcare NHS Trust; Tom Stocker, CHCIO and EPR adviser; Simon McNair, head of digital business development, Restore Information Management; and Tom Baldock, MD at Synertec, part of Restore Information Management.
The NHS Transformation Directorate has launched best practice and content guidance, designed to help NHS colleagues in deciding when and how to message patients, using NHS Notify, and protecting patient data. In a LinkedIn post, the directorate said: “As part of our wider transformation work, we are embracing a digital‑first approach to patient messaging, making it easier to reach people through the NHS App, text and email, while improving experience and reducing costs. The guidance brings together clinical safety, governance and digital best practice to support consistent, evidence‑based communication across services.”
Barts Health NHS Trust has highlighted efficiencies achieved through the use of AI in handling patient complaints, sharing outcomes from a six month project at Newham Hospital. AI tools in use form part of the Microsoft Copilot system, and are approved for NHS use, the trust explains. All responses are reviewed and approved by staff members, and conversations, investigations, and clinical decisions are “always led by people”. The trust emphasises that the use of AI does not replace a “personal touch”, but allows teams to focus on speaking to patients and families to resolve their concerns. Over a period of six months, the project resulted in increased efficiency in the complaints process, Barts Health shares. Key outcomes included a reduction of more than half in the amount of time spent drafting response letters, a “significant” reduction in the number of cases needing to be reopened, and an increased ability to respond to patients more quickly.
