New NHS standards aim to make planned care clearer and less stressful

People waiting for planned NHS treatment should soon find it easier to understand what is happening with their care, thanks to new minimum standards introduced by NHS England.

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These standards set out what patients and unpaid carers can expect from the moment a referral is received by a hospital or clinic until treatment starts, is no longer needed, or a patient chooses not to continue.

Planned care, sometimes called elective care, covers non-urgent treatment that is booked in advance. The new standards were developed with patients, carers, clinicians and NHS teams in response to concerns about communication, uncertainty and long waits for treatment.

What will change?

The standards focus on making planned care:

• Smoother

• Easier to understand

• More supportive for patients and carers

For the first time, there will be clear expectations about the information people should receive while they are waiting for treatment and who they can contact if they have concerns or questions.

Key things patients can expect

Confirmation within 28 days

Once a referral has been made and received by a hospital or clinic, patients should be told what is happening next within 28 days. In many cases, this information will arrive much sooner and may be available through the NHS App, text message, letter or other communication methods.

If the referral is not accepted onto a waiting list, the provider should explain why and what the next steps will be.

Clear communication

Healthcare providers must communicate in a way that is easy to understand and accessible. Patients can tell services about any communication needs they have, such as large print, braille, audio formats or British Sign Language support.

Patients can also ask for information to be shared with a trusted family member, friend or unpaid carer, provided they give consent.

Better support while waiting

When a referral is accepted, patients should receive information about:

• How to contact the service

• What to do if their condition changes or gets worse

• Support and self-care information while they wait

• Accessibility arrangements and reasonable adjustments available to them

Regular updates

Patients should receive an update at least every 12 weeks while they remain on a waiting list. These updates will confirm they are still on the list and explain any actions they may need to take.

Know your rights as an NHS patient

These new standards sit alongside the rights patients already have under the NHS Constitution. NHS England says patients have the right to be treated fairly and without discrimination, receive clear information about their care, and choose their provider for their first planned outpatient appointment in most circumstances.

Patients should be involved in decisions about their care through a process known as shared decision-making. This means healthcare professionals and patients work together to discuss treatment options, benefits, risks and personal preferences before deciding what is right for them.

If you need information in a different format or require reasonable adjustments because of a disability, communication need or health condition, you can ask your provider for support.

Summary: what do the new standards mean for patients?

What you can expect	What it means
Referral update within 28 days	You should be told what happens next after your referral is received.
Clear and accessible information	Information should be easy to understand and available in formats that meet your needs.
A contact point for questions	You should know who to contact about appointments, access needs or practical concerns.
Advice while waiting	You should receive information about managing your condition and what to do if it changes.
Updates every 12 weeks	You should receive regular communication confirming your place on the waiting list.
Involvement in decisions	You should be involved in discussions about your care and treatment options.
Support for carers	With your consent, information can be shared with a family member, friend or unpaid carer supporting you.
Right to raise concerns	If standards are not met, concerns can be raised through the hospital's Patient Advice and Liaison Service (PALS).

Why does this matter?

Many patients and carers have told the NHS that not knowing what is happening after a referral or during a long wait can be stressful and worrying. The new standards are designed to reduce uncertainty, improve communication and help people feel more supported throughout their care journey.

The standards also aim to create a more consistent experience across England, so patients can expect the same basic level of communication and support wherever they receive planned NHS care.

If things do not go as expected

If a healthcare provider does not meet these standards, patients, carers, family members and friends can raise concerns through the hospital's Patient Advice and Liaison Service (PALS).

Healthwatch tips

• Keep your contact details up to date with your GP practice and hospital.

• Read and respond promptly to letters, texts or NHS App messages.

• Let the hospital know if you no longer need an appointment or cannot attend.

• Ask for information in a format that works for you.

• If your symptoms get worse while you are waiting, contact your GP practice or NHS 111 rather than waiting for your next update.

• Keep a note of any questions you want to ask at your next appointment.

Find out more

Read the full guidance on the NHS England website: https://www.england.nhs.uk/long-read/minimum-standards-planned-patient-care/

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