If you or a loved one is waiting for care, read below to find out what healthcare staff should be doing when contacting you.
Communications from healthcare staff should:
Be personalised to you and not just a generic response
When you’re contacted by healthcare staff about your upcoming appointment, they should provide honest information about your next steps. You must be made aware of realistic timescales and what to expect while you wait so that you can make an informed decision about your treatment.
Put you at ease around safety concerns regarding Covid-19
Significant steps have been taken to minimise the risk of Covid-19 transmission while in hospitals. But if you have any concerns about your safety while in hospital, you should be given contact details to discuss these concerns with a healthcare professional.
Use clear language
When healthcare staff contact you, the language they use should be clear, accessible and easy to understand – whether that’s by letter, email or on the phone. Of course, sometimes technical terms are needed, but these should always be explained to you.
Share their decision making
You should be part of the conversation when decisions about your health are being made. Healthcare staff should support you to make the right decisions for you and outline the risks and benefits of going ahead with, cancelling or delaying your procedure.
Be transparent about delays and cancellations
When contacted about a delay or cancellation to your appointment, you should be given a clear reason and information about what happens next. Healthcare professionals must be open and honest with you and give you a realistic timeframe for when you should expect to hear from them again.
Further support should be provided to you to help you manage your condition while waiting for care. This could be information about or access to other health and care services, or access to pain relief. It should also be clear who you contact if your condition deteriorates. Your safety should always be the priority.
If you're waiting for an operation which is cancelled for a non-clinical reason (such as an emergency case needing theatre, an equipment failure, or a bed not being available) on the day you were due for surgery, your hospital should offer you another fixed date within 28 days or fund your treatment at a date and hospital of your choice.
Ensure you’re contacted in your preferred way
Information about your upcoming care should be easy to access and you should have the option to ask questions. It’s also essential that the way you prefer to receive information is met. A phone call is often a popular choice, but alternative options should be available for any patient with specific language or communication needs.
Share your experience
Are you one of the five million people waiting for NHS hospital treatment? We want to know if you’re getting the advice, information and support you need while you wait.
Everything you tell us is confidential and will help the NHS understand how it can better support people waiting for treatment like you. So, whether your experience is good or bad, we want to hear it.