NHS introduces new standards to improve communication with patients
People waiting for planned NHS care should soon receive clearer and more timely information about their appointments, referrals and treatment, following the publication of new NHS England minimum standards for planned patient care. The new standards aim to improve patients’ experiences by ensuring they are kept informed throughout their care, reducing uncertainty and making it easier to understand what happens next.
What the new standards mean for patients
Under the new guidance, patients can expect:
- At least three weeks’ notice for new planned appointments, unless there is a clinical reason or the patient chooses an earlier appointment.
- Confirmation that their GP referral has been accepted by the hospital and that they have been added to the waiting list.
- Regular updates at least every 12 weeks while waiting for treatment, including advice on managing their condition and what to do if it worsens.
- A new appointment to be offered within 28 days if a hospital needs to rearrange an appointment.
- Clear information about follow-up care once treatment has finished.
Updates will increasingly be provided through the NHS App, although patients can still receive information by letter, text message or phone where appropriate or if they prefer.
The standards were developed with input from patients, carers and organisations, including Healthwatch England, to make communication more consistent across NHS services. You can read the full NHS England guidance on the minimum standards for planned patient care here.
