43% of patients worried about joining the 8am rush for a GP appointment (Image: Getty)
Six in ten people feel more informed about their online shopping orders than they do about the status of their care, a survey suggests.
A poll of 1,500 members of the public found 49% agreed that the thought of communicating with the health service filled them with dread, while only 23% disagreed.
Top concerns for this winter included not being able to get an NHS appointment (47%), having to join the 8am scramble to book a GP consultation (43%) and seeing a health problem worsen while waiting for a appointment (29%).
The survey, commissioned by health technology firm Accurx, also found almost two thirds of respondents felt they were more likely to get a train on time to than be seen within four hours in A&E.
Emma March, 32, is among patients who have struggled with poor communication from the NHS while waiting for treatment. She underwent surgery for but her symptoms later returned.
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The process of seeking an appointment with her hospital’s specialist team has been “total chaos”, Emma said.
She added: “My GP forgot to refer me twice, and the only way I could get to the bottom of it was through arranging an appointment with them after multiple calls with the receptionists trying to resolve it.
“Once they referred me, there was no communication about how long I’d be waiting or what to expect. The hospital website for the service has no phone number, and the email doesn’t work.”
Emma was finally issued with an appointment at a time that she could not attend due to work, and is still waiting for it to be rescheduled.
The physiotherapist, of Bristol, added: “The biggest issue I find as a patient is the broken communication – not just between patients and GPs, but also within the NHS itself.
“The huge delays to my care have been a direct result of this. The lack of coordination wastes time, resources, and ultimately puts patients’ health at risk.”
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Rachel Power, chief executive of the Patients Association said good communication “should not be an unrealistic expectation for patients”.
She added: It’s the foundation of a well-functioning NHS and is crucial for improving patient experiences and safety. Unfortunately, poor communication is not uncommon, and this can have serious consequences for patient care.
“This winter, as pressures on the health service intensify, clear, timely communication can be the difference between despair and reassurance for patients.
“If we truly want an NHS that works for everyone, we must prioritise relevant and effective ways to connect with patients at every stage of their care journey.”
Jacob Haddad, co-founder and CEO of Accurx, said GPs were starting to improve their communication systems but hospitals “are falling further behind”.
He added: “We need to see radical thinking in the 10 Year Health Plan around the use of technology to reform models of care, so we can free up staff capacity, clear the backlog and restore confidence in the NHS.”