Clearer Patient Communications Project Report

In October 2023 Healthwatch Bury ran a research project to explore the methods of communications sent to patients from the National Health Service (NHS), Northern Care Alliance (NCA). They had been made aware that there were a substantial number of different NCA patient letter templates used within the NHS departments which may contribute to inconsistencies and confusion. They wanted to establish whether there was scope to reduce the number of letter templates used, make recommendations to improve the language and structure of  documents such as; Hospital appointment letters, test results, clinic appointment letters and other correspondence for both adults and children. They ran a focus group and a survey.

There was missing information from some correspondences with contacting the relevant department for which the appointment referred to. This was present in both the adult and child appointment letters, where some stated the booking team would be in contact.  People said that having the right department details to contact would eliminate missed appointments, reduce patient anxiety and allow those that needed additional information or special requirements (such as braille/large print/travel details) to contact the right department without delay. 

Participants felt that the language and tone used within some letter templates could be improved. 

Some letters included one line for ‘communication needs’ and ‘special requirements’, where others did not. Feedback received suggested that all letters consistently have one line in large font where those with special requirements could find a contact number/email address to receive correspondence to meet their needs. Further feedback received suggested that less is more when it comes to patient letters and appointment invites. From the discussions, the feedback indicated that the current letters included ‘too much irrelevant information’ regarding covid, the Northern Care Alliance and a website address to where they can obtain further information. The suggestions were that specific clear appointment reason, date, time department and contact details were included on the letter with a separate sheet for travel, special requirements, translation services or directions were provided so that the appointment letter was easily understandable for those whose first language was not English or for those who struggle to read too much information due to medical conditions.

The report contains eight recommendations.