Focus on: Communication

Healthwatch Salford looked at their evidence across a number of projects on the topic of communication.

Engagement activities were carried out over a three-month period, from November 2024 to the end of January 2025. Data collection methods varied by project, with online surveys used to gather insights for the Frontline Voices work. 

Effective communication has emerged as a central theme throughout this report, influencing every level of interaction within the health and care system. Whether between service providers and the public or among staff themselves, communication plays a pivotal role in shaping experiences. When it breaks down, it can intensify already stressful and emotionally charged situations for patients and their families. 

Frontline staff are often at the forefront of these interactions and may bear the brunt of patient frustration. This underscores the urgent need for comprehensive training and support to help staff navigate challenging situations with confidence, empathy, and professionalism. Additionally, clear and consistent communication - through signage, printed materials, and digital platforms - is essential to help patients navigate services more easily and reduce anxiety

Key recommendations:

Training - Organisations should enhance staff training in areas such as mental health first aid, communication support, de-escalation techniques, and trauma-informed care to foster safer and more inclusive environments.

Positive Changes - When staff feedback leads to service improvements, these changes should be clearly communicated back to the workforce to build trust, boost morale, and reinforce a culture of transparency.

Staff Wellbeing - Organisations should prioritise staff wellbeing by creating more opportunities for open dialogue and implementing initiatives that support a psychologically safe and inclusive 
workplace. 

Raising Awareness Among Patients - Targeted communication campaigns should be launched to raise awareness of zero tolerance policies and guide patients on how to appropriately raise concerns, promoting respectful and constructive interactions

Signage - Salford Royal Care Organisation should review and enhance the clarity and consistency of its signage and site maps to help patients and visitors navigate the site with confidence.

Northern Care Alliance Website - The NCA website should improve the visibility and accessibility of its Complaints, Comments, and PALS sections to ensure patients and families can easily access support and provide feedback.

Gaddum Website -Gaddum should streamline its website navigation, making information about carers’ assessments and young carers more accessible, and clearly outlining which services are available in each geographical area. 

There are follow up actions in this report, mainly to follow up the recommendations and share the work widely. The provider has responded.