Why communication matters
Recent reports that patients are discovering life‑changing diagnoses – including cancer – through the NHS app have sparked widespread concern. The Telegraph reported earlier this month that patients have found out they have chronic and life-limiting conditions on the NHS app or by video and phone calls.
There’s no doubt that the NHS app has transformed access to healthcare information, and for many patients, it’s an accessible and convenient way to access information. But its benefits cannot overshadow the serious risks of using it to deliver sensitive test results without warning or support.
A serious diagnosis is not just a clinical fact. It is a moment that can reshape a person’s entire world. Receiving that news alone, unexpectedly, on a phone screen can be deeply traumatic. It strips away the human connection, compassion and context that patients desperately need at such a vulnerable time.
This is unacceptable – not least because the NHS has a clear duty of care to communicate diagnoses in a timely and humane way. Delivering devastating news via an app falls far short of that standard.
The language clinicians use, the tone they adopt, and the support they provide in those first moments can profoundly shape a patient’s experience, and it will be a moment they remember forever. A thoughtful, compassionate conversation can help someone feel supported. A cold notification on a screen can do the opposite. Especially as the patient has no immediate way to ask questions if they don’t understand something. Often, in these circumstances, patients will turn to “Dr Google” or AI for answers, which can, in many instances, exacerbate feelings of anxiety and stress.
This news story has shone a light on a wider issue – technology can support healthcare, but it cannot replace the human element – especially when the stakes are so high.
Guidance already indicates news like this should not be delivered to patients via an app. Hopefully, this news report shines a light on this issue and ensures that processes are reviewed so this doesn’t happen again.
I joined BBC Radio 5 Live recently to discuss this issue – you can listen back on BBC Sounds here (from 3:05).
