Long term conditions framework: consultation analysis

12. Question 10

What would strengthen good communication and relationships between professionals who provide care and support and people with long term conditions?

Introduction

The vast majority (87%) of respondents answered Question 10, and the analysis identified three themes:

• theme 1: person-centred and shared care planning and support
• theme 2: digital infrastructure improvements
• theme 3: improved knowledge and understanding of long term conditions among professionals who provide care and support to people with long term conditions

Theme 1: Person-centred and shared care planning and support

Most respondents identified a greater use of person-centred/whole-person approaches and shared care planning and support as a way to strengthen communication and relationships between professionals who provide care and support and people with long term conditions. The main points included that:

• most respondents highlighted the important role of multi-disciplinary teams in the delivery of integrated care and support to people with long term conditions, especially those with co-morbidities and complex needs
• many respondents felt that communications and relationships between healthcare professionals and people with long term conditions were stymied by silo working and could be improved – there were calls for better coordination, more joined-up care and support pathways and greater opportunities to share insights and perspectives to support a person-centred approach
• some respondents (mainly organisations) said that people with long term conditions should be proactively involved in decisions about their treatment, care, and support – this could also give greater autonomy and control of their care and improve their experience/engagement
• some respondents (mainly individuals) highlighted the need for more regular, effective and inclusive communications between healthcare professionals, organisations who provide care and support, and people with long term conditions – this could build trusted relationships, ensure sufficient time for information sharing; increase awareness and understanding among professionals of others’ roles; and encourage greater collaborative and joined-up working between professionals (for example, regular sharing of updates and learning between professionals)

Theme 2: Digital infrastructure improvements

Many respondents said digital infrastructure improvements could help to strengthen good communication and relationships between professionals who provide care and support and people with long term conditions. The main points included that:

• improved and integrated IT/digital systems and tools (for example, an electronic shared patient record) could facilitate sharing of information and data between professionals who provide care and support to people with long term conditions - many respondents were critical of current NHS IT systems describing them as fragmented and outdated, which made communication and the sharing of information and data more challenging
• people with long term conditions should have easier access to their own health information to support person-centred care and empower individuals to take an active role in managing their health (for example, this could ideally be in one place with the ability to add personal notes or updates)

Theme 3: Improved knowledge and understanding of long term conditions among professionals who provide care and support to people with long term conditions

Many respondents felt that professionals who provide care and support to people with long term conditions could have a better knowledge and understanding of different long term conditions as well as of the lived experiences of people with long term conditions – this could strengthen communications and relationships between professionals and people with long term conditions. Many of these respondents believed that professionals/clinicians did not always fully understand their specific condition or the challenges they faced in daily life. Several factors were said to be at play, for example:

• there was limited time to properly discuss health issues and their condition(s) at health appointments
• some said people with long term conditions were not always believed or dismissed

There was also recognition it was not possible or realistic for professionals to have a detailed knowledge and understanding of all conditions.

These respondents made various suggestions for improvement, including:

• more time with clinicians at healthcare appointments, particularly with GPs
• workforce development and training for healthcare professionals to better understand long term conditions
• other training for healthcare professionals – for example, on interacting with people with long term conditions (listening techniques, empathy and relationship building)