NHS England has announced a major shake-up in hospital communication with patients, mandating that they must give at least three weeks' notice for all appointments, tests, and consultations. This move is part of a broader effort to improve patient experience across the NHS, drawing on the successful customer service models used by online retailers like Amazon and John Lewis.
Research has shown that nearly one in four patients are currently left in the dark about their appointment times, leading to frustration and anxiety. A recent study by the King's Fund revealed that 23% of patients received their appointment notifications after the scheduled date, causing distress for many.
The new 'patient experience standards' aim to address these issues by introducing clearer communication throughout the process. England's 205 NHS trusts have been instructed to implement these changes as quickly as possible. This will involve providing patients with confirmation when their GP referral has been accepted by a hospital specialist, and keeping them updated on their waiting list status.
NHS England chief executive Jim Mackey stressed that 'fixing the basics' of patient communication is key to improving satisfaction with the NHS. He noted that navigating the health service can be like 'walking through treacle', with patients often unsure if they've even been referred. The goal is to move towards a 'five-star customer service' approach, where information is clear and easy to understand.
Healthwatch England has welcomed the new standards, describing them as a commitment to modernising patient communication and improving access to care. With around 6 million people in England waiting for approximately 7 million tests, operations, and appointments, these changes are expected to have a significant impact on reducing patient anxiety and improving engagement with the health service.