What to expect when waiting for care

Communications from healthcare staff should:

Be personalised to you and not just a generic response

When healthcare staff contact you about your upcoming appointment, they should provide clear information about your next steps. You should be made aware of realistic timescales and what to expect while you wait so that you can make an informed decision about your treatment.

Use clear language

When healthcare staff contact you, the language they use should be clear, accessible and easy to understand – whether that’s by letter, email or on the phone. Of course, sometimes technical terms are needed, but these should always be explained to you first.

Share their decision-making

You should be part of the conversation concerning decisions about your health and care. Healthcare staff should support you in making the right decisions and outline the risks and benefits of going ahead with, cancelling or delaying your procedure.

Be transparent around delays and cancellations

When contacted regarding a delay or cancellation of your appointment, you should receive a reason and information about what happens next. Healthcare professionals must be open and honest with you, providing a realistic timescale on when you should expect to hear from them again.

You should receive additional support and information to help you manage your condition while waiting for care. Above all, information your receive should be clear and outline who you should contact if your condition deteriorates. Your safety should always be the priority.

If you are waiting for an operation and this gets cancelled for a non-clinical reason on the day you were due for surgery, your hospital should offer you another fixed date within 28 days or fund your treatment at a date and hospital of your choice.

Be in your preferred way of communication

Information concerning your care should be easy to access and allow you to ask questions. You must receive information in the format way you prefer. You will typically receive information via a phone call or text. However, alternative options should be available for anyone with specific language or communication needs.

Waiting for treatment can affect your mental health

We understand that waiting for treatment can take its toll on your mental health and ability to stay positive. 

There are lots of things you can do to support yourself whilst you wait for treatment:

• Try talking therapies
• Talk to a support group
• Try a complimentary or alternative therapy
• Speak to us about mental health services and support in your area. 

If you need urgent help for your mental health the Samaritans are here to listen at any time of the day or night. 

116 123 (Free phone number)

Visit their website

In an emergency, or if your life is in danger always dial 999