Improving patient published communications

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Improving patient-facing comms in primary care: Restoration of patient confidence . The third of 3 webinars to implement research findings.

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Improving patient-facing comms in primary care: Restoration of patient confidence The third of 3 webinars to implement reaserch findings.


RM Partners, the West London Cancer Alliance hosted by The Royal Marsden, is hosting a series of three NHS webinars for primary care professionals. The aim is to share actionable guidance on how to improve patient-facing communications to help restore public confidence in healthcare across west London as lockdown restrictions are eased.


About these events

Towards the end of 2020, RM Partners commissioned cx partners to carry out research to better understand what was causing specific communities and individuals to engage less with healthcare and to define an evidence-based communications plan that will reduce the impact of coronavirus on cancer care.

The aim of this work was to help encourage patients to:

● Contact their GP, or NHS 111, about health concerns - if they normally would have.

● Attend their scheduled GP and hospital appointments.

● Respond and engage with cancer screening invitations.

The research uncovered a number of barriers to engagement, and identified the key messages and improvements that were needed in patient-facing communications, to help reduce these barriers. To hear more about the research, please contact

As part of RM Partners remit to continuously improve patient outcomes, these free workshops have been developed to ensure that the findings from the research are implemented and barriers to engagement are reduced.

This series of webinars will share the findings, recommended actions, and key messages that will help encourage patients to carry out the intended behaviours.


Focus of webinars

Each webinar will have a slightly different focus, however the aims will remain the same across all three.

Webinar 1: Thursday 7th June — 12:00 - 13:00

Appointment specific communications — Looking at how to improve communications sent to patients about appointments (e.g. text reminders for appointment)

Webinar 2: Thursday 17th June — 12:00 - 13:00

Outbound communications — Updates sent to patients about specific aspects of their practice (e.g. text updates on how to book an appointment)

Webinar 3: Tuesday 22nd June — 12:00 - 13:00

Published communications — Information published for patients when they’re looking to contact the practice, e.g. information on your website, or your automated phone messaging


Who these webinars are for

These webinars have been created for people responsible for reviewing, managing, and updating patient-facing communications in primary care in the North West and South West London ICS areas. This includes practice managers, cancer leads, GPs, and other relevant practice team members.

It will also be of interest to anyone who wants to know more about the key messages that patients would benefit from hearing at this current time.


Webinar details

● The webinars are free to attend, and will be hosted on Zoom.

● Each session will last 1 hour, and there will also be an additional 30 minutes for extra questions if required.

● No preparation needed — however, it might be beneficial to have copies of the communications you send to patients to hand, e.g. recent text messages about practice updates, appointment communications, and what your website says about Covid-19.

● All three webinars will be recorded and available for anyone unable to attend live.

● Slides from the session, plus a complementary information document, will be available after the webinar.

● We recommend attending as many of the three webinars as you can.


Any queries

If you’ve any queries about the webinars, their content, or whether you are the right person to join, please feel free to contact or

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Organiser RM Partners

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