This week is a focus on letters. Every patient is different, and the preferred method of communication should guide your approach—whether that’s a formal letter, email, verbal discussion, or face-to-face meeting. Your complaints policy should also account for and guide any communication difficulties the patient may have.
Key Rule: Always respond in the format the patient prefers.
Focus on Letters
Best practice Tips:
- Double-check the address before sending.
- Ensure it is identified as confidential and addressee only – if appropriate, (that way another person should not open it if it goes to the wrong address)
- Ensure the name and address and any instructions for opening are visible on the envelope (if it has a clear window).
- Ensure compliance with GDPR
- Do not use abbreviations and do explain technical terms. Do not assume complainants understand regardless of their profession.
Remember the reading age of the general public is 9 years (equivalent age of a Year 4 pupil). Whilst there is no official published reading age specifically for private patients in the UK, it is expected they will typically have a higher reading age of 12-14 years of age. (Years 8-9).