Communication that supports understanding

Clear communication helps the patient know what is being asked, what will happen next and what to do if plans change. It also reduces repeat calls, missed appointments and distress.

Use plain, concrete language

Short sentences are clearer than long explanations. Say "The nurse will call you today before 4pm" rather than "You will be processed through the nursing workflow." Check understanding by asking the patient to tell you, in their own words, what they will do next.

Some patients need easy read information, pictures, a written appointment plan, extra time, or a reminder sent to both the patient and an authorised supporter. Follow local policy and consent arrangements.

Helpful habits

• Ask one question at a time.
• Allow time for the patient to answer.
• Repeat key information calmly if needed.
• Check whether the patient wants a supporter involved.

Communication is not complete until the patient can understand and use the next step.

If the next step is still unclear after a call, give one simple action, agree how the patient wants it confirmed, and note the format that helped.

Give people enough time to answer. Finishing sentences for a patient or speaking only to a carer can hide the patient's own concern. First-contact staff should support the patient's expression, not rush past it.

Check understanding respectfully. Rather than asking a question that invites a quick yes, ask what the patient would like written down or whether they want the step repeated.

Accessible information