This is a fantastic blog from David Gilbert – has made me very aware of how much better my own practice’s communications should be. I’ll post our new letters and guides to how we can make better use of GP appointments next.
It’s worth noting that I have a lot of nonsensical letters from private companies, e.g. about insurance, so I don’t think healthcare is uniquely bad at this!
All the letters I get from businesses are clear, concise and useful. I just got a letter confirming a hotel booking. It was all these things. I feel confident that when I arrive I will be welcomed and cared for. The letter told me implicitly and explicitly that I was important.
For patients, the communications they receive are practically and symbolically important. An appointment letter may be the first time they come into contact with the health service. Unlike hotel customers, they may need reassurance. Being in pain, vulnerable and uncertain, the NHS must send a letter that is extra careful with content, structure and language.
I recently got an almost incomprehensible hospital appointment letter that barked: ‘make sure you attend’ in bold letters surrounded by a red-outlined box. There was no map, no mention of how to prepare (was I going to have to undress? What sort of questions…
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