The NHS has unveiled a sweeping package of reforms aimed at transforming how patients experience planned care, including a new requirement for at least three weeks’ notice for non-urgent medical appointments.
The initiative, led by NHS Chief Executive Sir Jim Mackey, is part of a broader effort to tackle longstanding frustrations around communication, waiting times and coordination across services.
Sir Jim acknowledged the scale of the issue facing patients, stating that trying to get clarity from the NHS had been “like walking through treacle” for far too many families.
Clearer communication and greater transparency
At the heart of the reforms are eight new minimum standards for patient experience, designed to bring consistency across NHS providers and reduce uncertainty for patients awaiting treatment.
Under the new guidance:
- Patients will receive at least three weeks’ notice for planned appointments
- GP referrals will be confirmed promptly via the NHS App, with optional text or letter notifications
- Patients will be able to track their referral status, similar to online shopping
- Regular updates will be issued at least every 12 weeks while patients are on waiting lists
The NHS is aiming to ensure patients are no longer left unsure whether they have been referred or missing appointments entirely due to late notifications.
Strengthening patient engagement while waiting
A key component of the new framework is a shift towards more proactive engagement with patients during waiting periods.
Providers will be expected to:
- Check in regularly to assess changes in patients’ conditions or needs
- Offer self-care guidance to support individuals while they wait
- Provide clear instructions on what to do if symptoms worsen
Additionally, if a patient needs to reschedule at short notice, NHS organisations are now expected to issue a new appointment within 28 days, helping to minimise disruptions in care pathways.
Improving post-treatment clarity
The reforms also extend beyond initial appointments and waiting lists. Patients will receive clearer communication following treatment, including:
- Defined timeframes for follow-up appointments where necessary
- Greater use of Patient Initiated Follow-Up (PIFU) models, allowing patients to book follow-up care when they need it
This approach aims to reduce unnecessary appointments while maintaining patient safety and autonomy.
Digital-first approach backed by traditional access
While the NHS App will play a central role in delivering faster communication, the service has stressed that letters, phone calls and texts will remain available, ensuring inclusivity for patients who are less digitally engaged.
At the same time, the reforms align with broader digital ambitions, including the development of a Single Patient Record, designed to improve data sharing and reduce duplication across services.
Leadership and accountability
To drive delivery, the NHS will appoint its first national director of patient experience, tasked with embedding a more user-centred approach across the system.
All NHS trusts will also be required to publish annual performance summaries against the new standards, introducing greater transparency and enabling benchmarking across providers.
The standards themselves were developed in collaboration with patient groups and leading organisations, including The Patient’s Association, Healthwatch England and The King’s Fund.
Operational impact and early success indicators
While some trusts have already begun implementing similar approaches, the NHS says the new framework sets a baseline expectation nationwide.
One example highlighted is The Walton Centre, which introduced text appointment reminders in 2024. The initiative has reduced missed appointments and released capacity for an additional 400 appointments per month, helping to tackle waiting times.
Health and Social Care Secretary James Murray reinforced the importance of the reforms, stating:
“For too long, patients have been left chasing the NHS for basic information on their treatment. That’s not good enough. These new patient standards are the bare minimum and things the health service should already be providing patients: clear confirmation when you’re referred, regular updates while you wait, and proper notice before your appointment. This is the floor, not the ceiling, but will drive up standards as we rebuild the NHS.
“They form part of how the government is modernising patient care from the ground up – connecting every Trust to the NHS App, and introducing a Single Patient Record so people stop having to repeat their story at every turn.”
The reforms come amid signs of improvement in public perception, with NHS satisfaction rising for the first time since 2019 and waiting lists falling to their lowest level in nearly three years.
For NHS leaders and managers, the challenge now lies in implementation at scale – ensuring digital tools, workforce processes and operational models align to deliver a more predictable, transparent and patient-centred experience.
Image credit: iStock
