#Confusing Comms

Healthwatch West Sussex report on early feedback on their campaign on confusing communications - a vital issue, given that many Trusts and NHS services resume paused services.

They found that many communications didn't provide sufficient reassurance or manage people's expectations.  For example, people who were referred for an "urgent" appointment felt anxious if an appointment didn't materialise in two weeks.  On top of the isolation that some people experienced during the pandemic, people wanted more information ie whether someone could come with them for their appointment and whether it was safe to attend.

There were particular challenges for people with visual impairments.  They found it very difficult to socially distance and didn't have anyone on hand to read their letters.