Patient Experience Library: Battling bureaucracy (7 October 2025)

Summary

The Patient Experience Library provides the latest and best evidence on patient experience and patient/public involvement. In this issue Hayley Gullen recounts a referral to the Ear, Nose & Throat unit that appeared to vanish without trace, and the experience of being given a phone number to call, but no-one picking up, no matter how often she tried.

Daniel Morgan-Williams describes letters from the hospital arriving in inaccessible formats, appointments rarely considering communication needs, and wayfinding in hospitals being complex and overwhelming.

Along with these comment pieces, this issue brings you the latest and best patient experience research, packaged in handy summaries for busy people.