Elderly patients have been left isolated by poor communications tech

New government data shows that almost half of patients on NHS England waiting lists are dissatisfied with the communications they receive.

The Health Insight Survey, published by the Office for National Statistics (ONS) last week, found that 44 per cent of 81,000 adults surveyed were unsatisfied, with just 27 per cent of respondents saying they were satisfied. 

Some patients have expressed frustration with a lack of communication during the waiting time.

Supraja Markande, a Band 5 Specialty Physiotherapist in Frailty and Gerontology at Oxford University Hospitals NHS Foundation Trust, said poor communication could have a knock-on effect on physical health. 

“For older adults, long waits without reassurance or support can sometimes affect confidence, mobility, and independence,” she said.

“Even if there are delays, patients usually appreciate regular updates rather than hearing nothing for long periods.”

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Neel Akolkar experienced the communication gap firsthand after fracturing his hand.

“I waited hours in A&E, and then was told my GP would follow up within 48 hours,” he said. 

“It ended up being days before I actually got an appointment. I wasn’t in a critical condition, so it wasn’t a crisis, but it wasn’t great either. The [appointment] letter took days to come, and you’re just left in anticipation until it does.”

The ONS data showed a more mixed picture for GP services. Around 41 per cent of adults tried to contact their GP practice in the last month. Of those, 76 per cent got through on the same day. Among those who contacted their GP, 72 percent rated the experience as good. 

The figures also show that dental access remains a problem for many people. 12.5 per cent of adults reported having no dentist at all. Of those who did get a recent NHS appointment, 12 per cent were there because of urgent pain or need rather than a routine check-up and  89 per cent reported satisfaction with the appointment.

Pharmacies came out best with 87.5 per cent of people who collected a prescription in the last month reporting no problems obtaining it.

The latest figures refer to the period 31 March to 22 April and the survey has been running since mid-2024. It is one of the largest regular measures of NHS patient experience in England.