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National Voices: Patient Noun Adjective

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Intended audience groups: 2 and 3

  • Group 2: Front line registered and unregistered staff in all health (NHS, community and primary care) and social care environments, secondary care including health improvement personnel, nursing, practitioners, pharmacists, link workers, care coordinators, health and wellbeing coaches, social workers, patient engagement, volunteers and personal assistants of care.  All care roles providing a care provision or working with people, families and communities.


  • Group 3: All local authorities, health and well-being boards, clinical commissioning groups whose staff are involved in strategic planning and commissioning of personalised care in the BLMK footprint.
Intended Audience Group
Personalised Care; Social Prescribing, Personalised Care: Personal Health, Personalised Care: Shared Decision Making,
Aims and Objectives

National Voices were asked by NHS England and Improvement to explore the experience of waiting for care. We wanted to understand how waits, delays and cancellations impact on people and their families, particularly those living with long-term, multiple and chronic conditions.

In January we commissioned a review of the existing literature in the Patient Experience Library, together with an analysis of insights collected by Care Opinion. We then carried out over 20 interviews with people with a range of physical and mental health conditions who were at various points in the waiting journey for a mix of appointments and procedures, from first symptoms and diagnosis through to treatment (apart from Accident & Emergency).

The findings have compelling insights into issues around communication, receipt of referral, contacting health and care teams, estimations around length of wait, updates on delays, access to support and self-management and much more.

COVID-19 has led to many cancellations and delays, and it is clear that waiting will be an important feature of healthcare in England in years to come. Health inequalities also impact access to care and treatment and the experience of waiting. This makes the findings in Patient. Noun. Adjective even more important.

Frequency / Length
Not applicable
Resource / Organisation
National Voices
Training delivered by:
Cost, Funded or Free
Booking details