Supporting the NHS: Improving patient experience and engagement

Understanding the challenges

In my first blog published in February, I highlighted the role of engaging and impactful communications in supporting the NHS. I set out how Lord Darzi’s report, published in September 2024, identified several key areas for improvement under three clear headings to address the underlying causes of ill health through:

• Prevention: Invest in public health (where funding has been cut)
• Tackling inequalities: Address poorer health outcomes in lower socioeconomic and certain ethnic groups
• Lifestyles: Promote healthy living to reduce chronic disease.

Communication as a bridge

In this second of three insight blogs reflecting on the report’s recommendations, I look at how effective communication acts as a bridge between healthcare providers and patients. This bridge allows for the transfer of crucial information but more importantly, it fosters trust, understanding and collaboration.

Outside of work, I volunteer with two very different groups of people: children living in poverty in developing countries, and young men in a local prison. In the first, I help people here in the UK to understand the circumstances that these children and their families are living in, explaining different ways in which they can offer support.

Unsurprisingly, my conversations within the prison are vastly different. Offering practical and pastoral support, I’m often navigating the anger and confusion of young men alongside the stress of overworked officers. Yet, my approach remains consistent.

The common thread between these groups, is opportunity. Neither chooses their birthplace nor the circumstances they’re born into but both profoundly shape their life’s trajectory.
Darzi’s report highlights the need to tackle health inequalities. Health outcomes are demonstrably worse in certain ethnic communities and within areas of deprivation.

Disparities exist across various aspects of care, including maternal mortality rates, diabetes management and mental health service utilisation. The ‘inverse care law’ is a stark reality, where those in greatest need often face the most significant barriers to accessing care. Therefore, it’s essential that every interaction is a positive one, fostering lasting engagement.

Personal interactions matter

Even seemingly small personal interactions can have a profound impact on a person’s experience. A kind word, a listening ear, or a genuine expression of empathy can make a world of difference.

At Creative Bridge we work with organisations on how to build better rapport, even in conflict and ultimately cultivate compassion through listening and communication. We focus on:

• How to listen to the most important feature of people’s speech
• Verbal and non-verbal language
• How to respond in psychologically proven and helpful ways that support positive outcomes.

This matters because when people feel heard and understood, they’re more likely to actively participate and engage. And within a health setting this leads to improved health outcomes.

Clinical trials on motivational interviewing have shown that it can improve adherence to treatment plans in various conditions, including diabetes, substance abuse and cardiovascular disease. Similarly, Roter’s Interaction Analysis System (RIAS) has been used in numerous studies to analyse patient-provider interactions and their impact on outcomes. This has consistently shown that clinicians who engage in more patient-centred communication (e.g., asking open-ended questions, providing emotional support) have patients who report higher satisfaction and adherence.

So, what does this mean for healthcare providers and their patients?

• Effective communication helps to build trust and rapport; essential for creating a safe and supportive environment where patients feel comfortable sharing their concerns.
• Clear and concise communication ensures that patients understand their diagnoses, treatment options and care plans. This empowers them to make informed decisions about their health.
• When patients feel heard and understood, they’re more likely to adhere to their treatment plans and follow their healthcare providers’ recommendations.
• Compassionate communication can help to reduce patient anxiety and stress, which can have a positive impact on their overall health and wellbeing.

Practical steps

• Communication skills training: healthcare professionals should receive ongoing training in communication skills, including active listening, empathy and cultural sensitivity.
• Creating a welcoming environment: healthcare settings should strive to create a welcoming and comfortable environment where patients feel valued and respected.
• Encouraging patient feedback: healthcare providers should actively solicit patient feedback on their communication experiences and use this feedback to make improvements.

In essence, healthcare is not just about medical procedures and treatments; it’s also about human connection and compassion. By prioritising effective communication, we create a ripple effect: positive, empowering experiences that translate to better health outcomes.

Contact Sarah at Creative Bridge to discuss how we can work together and benefit from our expertise in cultivating compassion and improving outcomes through improved listening and communication.