NHS patients in Dorset: The impact of poor communication and fragmented care
People told us they often have to chase test results, referrals and appointments, receive little information while waiting for care, and are unsure who to contact about ongoing treatment. Many also highlighted the challenges faced by those who are not confident using digital services or who face language barriers.
More than half (51%) of survey respondents had experienced at least one communication-related issue in the previous year. While many people praised individual healthcare staff and services, concerns centred on fragmented systems, poor coordination and a lack of clear updates.
The report calls for improvements to appointment booking, clearer information about referrals and waiting times, better support for people with communication needs, and more effective processes for sharing test results.
Key findings
- 51% of survey participants had experienced at least one communication-related issue in the previous year.
- People most commonly reported having to chase results, not receiving updates about waiting times and not knowing who to contact about ongoing care.
- Digital systems work well for some people but can create barriers for others.
- Refugees and asylum seekers reported language barriers, difficulty navigating services and limited access to interpreters.
- People often praised frontline staff but criticised fragmented systems and poor coordination between services.
Recommendations
- Make booking GP appointments easier and fairer through multiple access routes.
- Provide clearer information about referrals, waiting times and who is responsible for ongoing care.
- Improve support for people with language and communication needs.
- Ensure patients are routinely informed about their test results.
Read our report
If you would like this report in a different format, email enquiries@healthwatchdorset.co.uk or call 0300 111 0102.
