Source · Select Committees · Health and Social Care Committee
Recommendation 2
2
Notwithstanding the actions taken to date, we recommend that NHS England & Improvement review, as...
Recommendation
Notwithstanding the actions taken to date, we recommend that NHS England & Improvement review, as a matter of priority, the directions given to NHS Trusts about how to communicate with patients about the progress of their treatment and important medical guidance in any future spike or second wave. As part of this review, NHSE/I must ensure that patients are always treated with dignity and compassion. We ask that as part of that review, NHSE/I makes an assessment of its and hospitals’ communication with patients—and provide us with an update by the end of October 2020. We also ask, as part of this review, that NHSE/I address how they will communicate to the general population to ensure that the public gets the message that the NHS is open, and that those who have fears of catching COVID-19 in medical settings are not discouraged from accessing medical treatment. (Paragraph 22) Waiting times and managing the backlog of appointments
Government Response
Not Addressed
HM Government
Not Addressed
NHS England and NHS Improvement (NHSE/I) recognises the importance of effective communication with patients. The NHS Standard Contract requires providers to communicate effectively with patients, in a way they can understand, about their condition, its treatment and management, including in response to a pandemic. This includes the provision of clear information to patients about accessing services. NHS Trusts are responsible for delivering this requirement and NHSE/I will reinforce the importance of this requirement with them. In addition, NHSE/I has been working with NHS England’s Experience of Care team to ensure that patients continue to be treated with dignity and compassion. This includes working with patient representative groups, such as National Voices, to develop resources that support effective communication with patients. NHSE/I will continue to work with Trusts to improve communication with patients and ensure that they are treated with dignity and compassion.