Poor communication leaving Dorset patients feeling ‘lost in the system’
Our new report has found that poor communication, unclear care pathways and a lack of updates are leaving some NHS patients in Dorset feeling frustrated, anxious and responsible for chasing their own care.
The findings come from feedback gathered from more than 220 people across Dorset, including a patient survey, community engagement and discussions with refugee and asylum seeker groups.
People told us that they often struggle to get information about referrals, waiting times, test results and who to contact about ongoing care. Digital systems were valued by some but created barriers for others, particularly older people, people without internet access and those facing language barriers.
Our report makes four recommendations: improving access to GP appointments, providing clearer information about referrals and waiting times, tackling communication barriers for vulnerable groups, and ensuring patients are kept informed about test results.
Louise Bate, Manager at Healthwatch Dorset, said: "The most common issue people raise with us is communication within all areas of the NHS and social care. What we heard through this project is that patients are often not looking for instant answers, they simply want clear information about what is happening, how long they may need to wait and who they can contact if they need help.
"Good communication is a fundamental part of good care. When people are left chasing referrals, appointments or results, it can increase anxiety and make an already difficult situation even harder."
Responding to the findings, NHS Dorset welcomed the report and recognised the importance of keeping patients informed throughout their care journey. Dr Dean Spencer, PLACE Director – Dorset, added: "This report provides a valuable reminder that communication is not an additional part of healthcare, it is a fundamental part of the patient experience. The stories shared by local people show how important it is that patients understand what is happening with their care, who they can contact and what they can expect next.”
A spokesperson for Dorset General Practice Alliance said report provides valuable insight into “where barriers exist and where we can learn from examples of good practice already taking place across Dorset. The findings will help practices continue to improve access, communication and support for all patients.”
Read the full report
NHS patients in Dorset: The impact of poor communication and fragmented care
