Healthwatch report highlights the difference clear communication makes to patients
A new Healthwatch Dorset report shows how poor communication can leave patients unsure about their care, who to contact and what happens next.
Healthwatch Dorset have recently published NHS patients in Dorset: The impact of poor communication and fragmented care.
This report brings together feedback gathered over the past few year. This includes a survey of 159 people at Swanage Medical Practice in 2025, conversations at community events, and feedback from refugee and asylum seeker groups.
People described having to chase test results, waiting without updates and not knowing who was responsible for their ongoing care.
Some found online services helpful and easy to use, while others struggled because they lacked digital skills, internet access or support.
The report also describes how language barriers made it harder for some people to get care and understand information.
The report includes positive experiences too. People praised:
Clear updates about their care.
Helpful practice teams.
Services that gave them a named contact.
Concerns often related to systems and processes, rather than the staff providing care.
Healthwatch recommends that services:
Offer fair access to GP appointments through online, phone and in-person routes.
Explain waiting times, what happens next and who patients can contact.
Identify and meet patients’ communication needs, including accessible information and interpreter support.
Have effective systems to track test results and keep patients informed.
In its response to the report, the Dorset General Practice Alliance said:
‘This report highlights the real impact that communication and administrative processes have on patients’ experience of care. It is important because it helps us understand where barriers exist and where we can learn from examples of good practice already taking place across Dorset. The findings will help practices continue to improve access, communication and support for all patients.’
Healthwatch will share its findings with NHS Dorset, the Alliance, local hospital trusts and the Health and Wellbeing Boards in BCP and Dorset. Its next stage of work will explore how changes to the GP contract have affected access and patients’ experiences.
Read the full report on the Healthwatch Dorset website to find out what people across Dorset shared and the changes Healthwatch recommends.