NHS Communications: What are the four things people want?

People tell us that clear communication from the NHS helps them understand their care and feel heard. They are also more likely to follow advice, make care choices that suit them and feel supported by services.

Unfortunately, many people do not experience good NHS communications.

Changing this would benefit both patients and health services. A 2020 review commissioned by the NHS found that effective communication can improve patients’ experiences and health outcomes and could save the NHS hundreds of millions of pounds.

"For the first time in a long time, I felt properly listened to and supported. She made me feel safe and like I truly mattered. I left feeling lighter and more hopeful."Story shared with Hammersmith and Fulham.

What do patients want?

To help healthcare staff improve communication, we have analysed the experiences people have shared with us and identified four areas where health professionals or admin staff can take action.

1. Clear updates about results, wait times and what to expect next

People want services to provide clear, proactive updates on their care, including next steps and expected timelines.

Across our research, from our work on ADHD to the NHS complaints system, we hear that patients often have to work hard to get information or answers. People describe repeatedly calling to get results, letters that never arrive, and the stress of waiting without knowing what will happen. 

People are often just not given the information they need in the first place. In our research on GP referrals to specialist care, 21% of people were not given the information they needed about their referral.  In another study, 33% of patients were never updated about how long they would wait for care.

"Someone informed us that they still haven't received their results following an MRI scan three months ago. They don't want to assume that no news is good news because when they didn't hear the results of one of their cardiograms they were told that there had been a change for the worse." Story shared with Healthwatch North Tyneside.

What can NHS staff do?

• Provide patients with realistic waiting times. For example, by giving an average wait and an “almost everyone by” measure (for example, ‘most people are seen within X weeks; almost everyone within Y weeks’).
• Send people updates at key points. For example, when the referral is received, reviewed, or the appointment is booked.

2. To be listened to and taken seriously 

When we ask people about communication with health services, one issue stands out: the impact of not feeling listened to or taken seriously during appointments.

We know this is a common experience. In a recent survey of over 6,000 men and women, only 23% said healthcare professionals always listened to them and took their concerns seriously. Nearly three in ten (29%) said they were listened to about half the time or less.

When people feel dismissed, they are less likely to seek help again and more likely to lose confidence in services. But when services do listen, the impact on people can be profound: 

“[I] always struggled with feeling heard at other doctors and often felt pushed away or dismissed. But today, I saw the mental health nurse at the Health Clinic, and she was absolutely incredible. So kind, patient, and genuinely understanding. For the first time in a long time, I felt properly listened to and supported. She made me feel safe and like I truly mattered. I left feeling lighter and more hopeful.” — Story shared with Healthwatch Hammersmith and Fulham.

What can NHS staff do?

• Begin consultations by asking people what is most important to them, and play back what you have heard before agreeing on the next steps together.
• Survey your patients to understand if care is person-centred and if people feel listened to.

3. To get information they can understand and act on 

Taking charge of your health is hard when the information you get is unclear or not in a format you can use. The Accessible Information Standard (AIS) describes how people with a disability, impairment, or sensory loss should get health information they can understand, or communications support, such as British Sign Language interpreters, if they need it.

These standards are often not met. In 2022, our research found that 20% of people with communication needs struggled to understand most of the information they received. Nearly a third of people (30%) told us they rarely or never get the support they need.

Three years on, our updated analysis showed that for many, the picture has not improved. Many were relying on family members or charities to help them navigate NHS correspondence - raising concerns about privacy and independence.

“We tell every department we see that we do not want digital letters we need paper ones. Do they listen? No. After 3 weeks with no contact, [the department] ask for a paper letter to be sent. This usually arrives 2 or even 3 weeks after the ‘typed on’ date.” Story shared with Healthwatch North Lincolnshire.

What can NHS staff do?

• Make sure you and your colleagues know your responsibilities to identify, record, flag, share, meet and review people’s communication needs. Carry out training if anyone is unsure.
• Use the NHS annual self-assessment tool to understand if your service is meeting the AIS and if any action is needed to improve.

4. Information is shared in the most appropriate way

Not all communication is the same, and the way it is delivered matters as much as what is said. In our survey of over 7,400 people who were asked how they would like to get information about health issues, the most popular choice was ‘in person’. A paper letter, which is still often used by the NHS, was the least popular way to communicate. 

Talking face-to-face makes people more comfortable and reduces confusion. It also lets healthcare professionals spend time explaining complex issues, answering questions and concerns right away, and noticing body language. 

“I had a face to face [maternity] appointment with the doctor today and what a pleasant experience it was. The doctor was patient and took the time to explain everything in clear layman's terms so I could understand what would happen next. I felt truly heard, and it was reassuring to have a clear action plan in place to manage my expectations. I left feeling relieved and confident.” — Story shared with Healthwatch Tower Hamlets. 

But digital communication, when it works well, is valued, particularly for routine interactions or for health information about a new problem.

“I have used the online appointment system re an injury to my shoulder, an eye condition, a vaccination appointment amongst others. In every case there has been a response within the hour, advice given, prescriptions organised and face to face appointments made. I’m 75 and find this quicker and far more efficient than having to phone” — Story shared with Healthwatch Warwickshire.

In practice, digital access is not always clear or easy to navigate. GP Patient Survey data for 2025 shows that only 51% of those who tried their practice website and 49% who tried the NHS App found them easy to use.

Older people, those with lower digital literacy, unreliable internet, or certain disabilities, are disproportionately affected when services default to digital without offering alternatives or navigation support.

What can NHS staff do?

• Offer face‑to‑face appointments for complex decisions, new diagnoses, or sensitive results. Ensure people know they have a right to choose alternative communication methods when digital tools are suitable.
• Involve patients in designing and testing digital services to ensure they are clear, accessible and easy to navigate.
• Provide support if a service changes to become digital, to help people understand the changes and what to expect. This might involve directing people to initiatives that help people improve their digital skills.