#Confusing Comms

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Summary of report content

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.

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General details

Report title 
#Confusing Comms
Local Healthwatch 
Healthwatch West Sussex
Date of publication 
Friday, 30 April, 2021
Key themes 
Building and facilities
Cleanliness hygiene and infection control
Health protection
Information providing
Service delivery organisation and staffing

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
User stories
If an Enter and View methodology was applied, was the visit announced or unannounced? 

Details of health and care services included in the report

Secondary care services 

Details about conditions and diseases

Types of disabilities 
Vision impairment

Details of people who shared their views

Number of people who shared their views 
Not known
Age group 
Not known
Not known
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Not known
Does the information include staff's views? 
Not known
What was the main sentiment of the people who shared their views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Not applicable
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
Not known

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.