How to stay informed while you wait for care
If you or a loved one is waiting for care, read below to find out what healthcare staff should be doing when contacting you.
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, the language they use should be clear, accessible and easy to understand – whether that’s by letter, email or on the phone. Of course, sometimes technical terms are needed, but these should always be explained to you first.
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.
Not getting the support you need?
Here are a few organisations that’ll be able to help:
The Chartered Society of Physiotherapy (CSP)
The CSP have a range of resources you can use, including information on managing pain at home.
https://www.csp.org.uk/public-patient
Endometriosis UK
Endometriosis UK run a support network to offer those affected by endometriosis the support and information they need to understand the condition and take control.
https://www.endometriosis-uk.org/get-support
ESCAPE-pain
ESCAPE is a method for managing either knee and hip pain or back pain.
Mind
Waiting for treatment can affect your mental health. Mind has information and resources about where to go for support.
https://www.mind.org.uk/information-support/
Stroke Association
Find local support groups and advice to support your recovery from a stroke.
https://www.stroke.org.uk/finding-support
Versus Arthritis
Versus Arthritis run a helpline, manage an online community and have a range of resources to help you manage your condition.
Waiting for treatment can affect your mental health
We understand that waiting for treatment can take its toll on your mental health and ability to stay positive. There are lots of things you can do to support yourself whilst you wait for treatment:
- Try talking therapies
- Talk to a support group
- Try a complimentary or alternative therapy
- Contact us to find about mental health services and support in our area.
If you need urgent help for your mental health the Samaritans are here to listen at any time of the day or night.
116 123 (Free phone number)
In an emergency, or if your life is in danger always dial 999
