The changes form part of a wider overhaul of how NHS services communicate with patients before, during and after planned care. According to NHS England, the eight minimum patient experience standards were developed following consultation with patients, unpaid carers and organisations including Healthwatch England, The King’s Fund and The Patients Association.
The standards seek to address longstanding complaints about missing referral letters, delayed appointment invitations and patients receiving little information while on waiting lists. NHS chief executive Sir Jim Mackey said navigating the health service had been “like walking through treacle” for many families, including those left uncertain about whether a referral had even been accepted.
Three Weeks’ Notice and Regular Updates for Patients
Under the new arrangements, patients should receive at least three weeks’ notice of all new planned medical appointments. Hospitals are also expected to confirm when a referral from a GP has been accepted by a specialist and when the patient has formally joined the waiting list.
According to NHS England, this confirmation will be available through the NHS App and may also be sent by text or letter. Traditional communication methods, including phone calls, will remain available for people who need them.
Patients waiting for care should receive updates at least every 12 weeks. These communications are intended to ask whether their condition or needs have changed, provide advice on self-care while they wait, and explain what to do if their condition worsens.
If a patient needs to rearrange an appointment at short notice, hospitals are being asked to ensure that a new appointment invitation is received within 28 days. Once treatment ends, patients should also receive clear information about agreed next steps, including any follow-up timetable or whether they will use patient-initiated follow-up arrangements.
The Guardian reported that research by The King’s Fund found almost one in four patients had been notified about an appointment after it was supposed to have taken place. Separate findings from the health thinktank identified widespread frustration among patients who felt “left in the dark” after joining an NHS waiting list.
NHS Trusts Face Annual Reporting on Eight New Standards
The eight standards have been circulated to all providers of planned NHS care, with trusts expected to put them into practice as soon as possible. Each NHS trust will be asked to publish an annual summary of its progress towards meeting the standards, providing patients and the public with information about local performance.
Sir Jim said the measures were “simple and clear standards that should be the bare minimum the public can expect from our services”. He also called for clearer, easier-to-understand communication that reduces the need for patients to repeatedly seek information about their care.
According to NHS England, The Walton Centre has already demonstrated one possible effect of improved communication. Since introducing text appointment reminders in 2024, it has reduced missed appointments and freed up 400 additional appointments each month for other patients.
Healthwatch England welcomed the publication of the standards but highlighted implementation as the main challenge. William Pett, its interim director of policy and external affairs, called on trusts to equip administrative teams to provide better service and reduce the burden on patients who have to chase updates.
The measures come as the NHS continues work to connect fragmented health data and plans a Single Patient Record. The stated aim is to provide more coordinated care and prevent patients from having to repeat their medical history to multiple healthcare professionals.
