How to stay informed while you wait for care

Communications from healthcare staff should:

Be personalised to you and not just a generic response

When healthcare staff contact you about your care, they should provide clear information about the next steps. They should make you aware of realistic timescales and what to expect while you wait so that you can make an informed decision.

Use clear language

When healthcare staff contact you, they should use clear, accessible language that is easy to understand whether they communicate by letter, email or phone. Of course, sometimes technical terms are needed, but if you need help understanding any information you're told, you can ask for it to be explained.

Be transparent around delays and cancellations

When contacted regarding a delay or cancellation of your care, you should receive a reason why and information about what happens next. Healthcare professionals must be open and honest with you, providing a realistic timescale on when you should expect to hear from them again.

Involve you in their decision-making

You should be part of any conversation concerning your health and care. Healthcare staff should support you in making the right decisions about your care and outline the risks and benefits of going ahead with, cancelling or delaying any form of care, such as treatment or procedures.

Provide you with the support you need while you wait

You should receive additional support and information to help you manage your health while waiting for care. The information you receive should outline who you should contact if your situation deteriorates. Your safety should always be the priority. If you are waiting for an operation and this gets cancelled for a non-clinical reason on the day you were due for surgery, your hospital should offer you another fixed date within 28 days or fund your treatment at a date and hospital of your choice.