NHS patients in Dorset: the impact of poor communication and fragmented care

Healthwatch Dorset explored local experiences of NHS communication through a survey of 159 patients at Swanage Medical Practice, engagement with refugee and asylum seeker groups, and conversations with 62 people at community events. The report found that poor communication remains one of the most common concerns people raise about health services. The most frequently reported problems were having to chase test results, not being kept informed about waiting times, and not knowing who to contact about ongoing care. More than half of survey respondents had experienced at least one of these issues in the previous year. 

Digital access emerged as a significant theme. While some patients reported positive experiences using online systems such as eConsult, others felt disadvantaged because they lacked digital skills, internet access or confidence using technology. Older people, in particular, reported difficulties accessing appointments when online systems were the primary route into services. Participants felt that people who were digitally confident had a clear advantage in managing appointments, referrals and ongoing care. 

Communication about ongoing care was another major concern. People described feeling “stuck” in the system, unsure who was responsible for their care, how long they would be waiting or how to follow up referrals and appointments. Refugees and asylum seekers highlighted additional challenges including language barriers, difficulties accessing interpreters and confusion about navigating NHS systems. Concerns were also raised about long waits for mental health support, specialist care and NHS dentistry, with many respondents reporting little or no communication while waiting. 

Healthwatch concluded that improvements are needed in four key areas: making GP appointment booking fairer and more accessible, providing clearer information about referrals and waiting times, improving communication support for people who do not speak English or have additional communication needs, and ensuring patients receive timely test results. The report emphasised that the biggest frustrations were often caused not by clinical care itself, but by uncertainty, lack of updates and the need for patients to continually chase information.