Healthwatch Assembly September 2018 – Communication and Feedback

Healthwatch Wandsworth held a discussion with 34 local residents about communication with healthcare professionals, involvement in treatment decisions, and experiences of raising concerns or complaints. Participants stressed that good communication is based on listening, empathy, respect, honesty and providing clear information that helps people make informed decisions about their care.

Residents wanted healthcare professionals to explain what will happen next, the risks and benefits of treatment options, possible side effects, and what to do if problems occur. They also valued having enough time to ask questions, receiving information in plain English, and feeling that their individual circumstances, wishes and carers were taken into account. 

Key Findings

• Listening was the most important aspect of good communication identified by participants. 
• People wanted clear, honest and accessible information to support shared decision-making. 
• Participants highlighted the importance of empathy, respect, continuity of care and joined-up working between professionals. 
• Many people were unsure how to raise concerns or complaints and felt that doing so might not make a difference. 
• Barriers to complaining included fear of repercussions, lack of confidence, communication difficulties, language barriers and not knowing who to contact.

Conclusion

The report concluded that people want healthcare professionals to communicate more openly, listen effectively and involve them fully in decisions about their care. It also highlighted the need for complaints processes to be easier to navigate, more transparent, and focused on demonstrating how feedback leads to improvements.