Report: How are language and communication needs met for patients in hospital?
When it works well, patients feel safe, respected and understood. When it does not, people can feel anxious, confused and unsupported. In some cases, poor communication can affect a patient’s care or recovery.
There are a number of population groups who have communication needs. This includes:
- People who don't speak English, or people who speak limited English
- People with a learning disability
- Autistic people
- People with dementia
- People with sight loss
- People who are deaf or hard of hearing
Communication needs are often only picked up when a patient arrives in hospital. There is no consistent way of recording and sharing communication needs - and when information is recorded, it is not always read or used by staff.
Across all feedback, one message stood out clearly: “Ask me what my communication needs are.”
Download our full report below.
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Recommendations
- Improving communication will require both better systems and changes to how staff work.
- Staff should always ask patients how they prefer to communicate and take time to listen. This should be a routine part of care for all patients.
- Training should be strengthened so that all staff feel confident supporting people with a wide range of communication needs. This should include practical skills, not just awareness.
- There needs to be a clear and consistent way to record communication needs so that all staff can see and use this information.
- Existing tools, such as hospital passports and ‘This is Me’ documents, should be simpler and easier to use, with key information easy to find and clearly visible.
- Clear guidance is needed on how family members and carers can support communication, so that staff and patients know what is expected.
- Finally, simple practical changes can make a big difference. This includes improving access to interpreting services, using communication aids, and making small changes to reduce noise and distractions in hospital environments.
Have you experienced communication issues in hospital? Share your feedback with us by completing our online feedback form.
