Improving NHS Communications: Healthwatch Bury's Latest Report
What We Did
Our goal was to see if we could reduce the number of letter templates and make them clearer and easier to understand. This included letters about hospital appointments, test results, and other important information for both adults and children.
How We Did It
We reviewed the current letters to check for consistency, clarity, and accessibility. Here’s how we gathered our information:
- Patient Focus Group: We spoke with 30 people aged 50-80 to get their feedback on the letters.
- Public Questionnaire: 140 people filled out our 'Clearer Patient Communications' survey, giving us a mix of detailed and broad feedback.
- Individual Interviews: We talked to some patients one-on-one to hear about their experiences with NHS letters.
- Community Outreach: We made sure to include voices from minority groups and people with disabilities to get a wide range of perspectives.
What NCA Said
After we shared our findings, Northern Care Alliance responded positively. They told us that our report was discussed at their Outpatient Excellence Programme Steering Group (OPex) and that our recommendations will help them improve their services.
The NCA also updated us on their own project to standardize letter templates across Bury, Rochdale, and Oldham. The new templates, introduced in late 2024, aim to:
- Reduce Missed Appointments: Clearer letters help patients understand their appointments better.
- Ensure Consistency: Uniform letters prevent confusion.
- Improve Patient Experience: Clear and straightforward letters make the patient journey smoother.
- Enhance Communication: Better letters improve communication between patients and staff.
-
Reduce Health Inequalities: Clearer communication helps all patients, especially those who need extra support.
The NCA will also share our report with their quality assurance committees to ensure our findings are used to make ongoing improvements.
