Good communication with patients waiting for care (NHS England, October 2023)

Summary

Good patient communication is key, particularly when a patient is waiting for planned care or treatment. From referral by a primary care clinician through to discharge from secondary care, clear, accessible communication is vital throughout.

This guide from NHS England sets out key communication principles to help providers deliver personalised, patient-centred communications. It includes considerations for communicating to patients about new models of care as well as helpful information and resources. It covers key aspects of patient communication while waiting for care including personalisation, using clear language, shared decision making, managing delays and cancellations and offering interim health information.