NHS Continuing Healthcare - improving our communications with patients and families

Photo by Shamim Nakhaei on Unsplash

NHS Continuing Healthcare is a package of care provided outside of hospital which is funded solely by the NHS. It is for people aged 18 years and over who have significant ongoing healthcare needs. Haringey CCG is the local NHS organisation who is responsible for arranging and funding this package of care, and assessing whether people are eligible to receive it.

The process for determining whether someone is eligible for NHS Continuing Healthcare funding is governed by a national framework and can be quite complicated and involve many stages. We had received feedback from patients and their families that the letters they were receiving about our NHS Continuing Healthcare process were not very clear and sometimes confusing.

We wanted to make sure that our communications with patients and their relatives and representatives were as clear and helpful as possible, at every stage of the process.

What we did

In March 2019, we asked Healthwatch Haringey volunteers to read and review a number of letters sent to patients at various stages of being assessed for, or receiving, continuing healthcare funding from Haringey CCG. The volunteers were asked to read and review each letter and then give their feedback. This included general comments on the layout and language used in the letters, and how this could be improved. A report was provided to the CCG which outlined feedback on each specific letter, as well as some overall comments which were relevant to all letters. A copy of the report is available here.

Haringey CCG would like to thank Healthwatch and their volunteers for taking the time to review all the letters. The feedback was incredibly helpful and we have produced a report which summarises how we have taken it on board (or if we haven’t, why we haven’t). Download our response to the Healthwatch feedback here. 

Last updated: 04/06/2019