Identifying the Problem
“NHS, politicians and governments need a serious plan for how NHS communication will improve to improve patient experience and public confidence in the NHS. Public confidence in the NHS has deteriorated rapidly recently.”
- 66% consider communication important in their care, but 41% are dissatisfied with communication from clinicians and staff.
- 68% find being listened to, believed, or taken seriously important, but only 38% feel treated this way.
- 61% emphasize the importance of coordination between different parts of the care system, but only 46% feel they experience it.
of patients experienced poor communication in the last five years ¹
of patients expressed dissatisfaction from clinicians and staff ²
of patients stated that poor communication has damaged their trust in the NHS ³
According to the report, “The way the NHS is currently undertaking administration and bureaucracy is clearly failing to meet the needs of patients. This is a key driver of poor communication and a large part of the reason people need additional support to navigate the system”.While recent government initiatives indicate a growing awareness of the need for transformation, participants emphasize that the current administrative framework fails to meet patient needs, contributing to communication breakdowns and impeding meaningful patient involvement in care decisions. The report underscores the imperative for policymakers to confront the scale of the administrative challenge, emphasizing that a more serious focus on administration, adequate training for non-clinical staff, and strategic investment in IT systems are essential for improving patient experiences. Establishing measurable targets, such as patient satisfaction with NHS services, can further drive accountability and prioritize non-clinical elements in comprehensive healthcare reform.
What's the Solution?
- Expansion of care coordinators and improved access to clinicians for complex conditions.
- Implementation of care navigators in GP surgeries to assist patients in navigating complex systems.
- Enhancement of the NHS App's functionality and publicity to increase uptake.