Patients in Andover and across England are set to receive clearer updates and more notice for planned NHS appointments under new national standards.
NHS England has announced new minimum standards for patient communication, aimed at ending cases where appointment letters arrive too late or after an appointment has already been missed.
Under the plans, patients should receive clear information about appointments at least 21 days in advance. Patients should also be told within 28 days whether a GP referral has been accepted or what the next steps are.
The changes are part of a wider effort to improve the experience of people waiting for planned NHS care, including hospital appointments, tests and treatment.
NHS England says patients will receive confirmation when their referral has been accepted and they have joined a waiting list.
Updates may be sent through the NHS App, by text or by letter, with traditional communication methods still available for people who need them.
Patients waiting for care should also receive updates at least every 12 weeks. These updates are expected to ask whether their condition has changed, provide advice while they wait and explain what to do if their health gets worse.
If an appointment is cancelled by either the patient or the provider, a new date should be communicated within 28 days.
Patients should also be told what happens next when their care is complete, including whether they need a follow-up appointment or can request one if needed.
Sir Jim Mackey, NHS Chief Executive, said that too many families had found navigating the NHS “like walking through treacle”, including cases where patients were not sure whether they had been referred.
He said the NHS needed to “fix the basics” and make communication clearer and easier to understand.
The new standards have been developed with input from patient and carer groups, including Healthwatch England, The Patients Association and The King’s Fund.
NHS trusts are now being asked to assess how they perform against the new standards and publish updates on their progress.
For patients locally, the changes should mean clearer information, fewer missed appointments caused by late letters and better updates while waiting for planned NHS care.
Key Changes
- 21 days’ notice for planned NHS appointments
- 28 days to confirm whether a referral has been accepted or explain next steps
- 12-weekly updates while patients are waiting
- 28 days to provide a new date if an appointment is cancelled
- Clearer communication through the NHS App, text or letter
- Better information at the end of treatment about follow-up care