Many family carers tell us that one of the most difficult parts of helping the person they care for through NHS treatment is the uncertainty. Not knowing whether a referral has been received, how long the wait might be, who to contact when circumstances change, or when appointments will take place.
This is why Suffolk Family Carers welcomes the New Standards for Planned Care from NHS England. These, for the first time, introduced new minimum standards for planned (non-urgent) NHS care that aim to make the patient journey clearer, more consistent and less stressful for patients and their carers. They establish what people should expect from the NHS while waiting for treatment.
What are the new standards?
The new standards cover the period from when a referral is accepted for planned NHS care until treatment begins, treatment is completed, or a decision is made that treatment is no longer required.
Some of the key commitments include:
- Confirmation of referrals – Patients should receive confirmation of the next steps in their care within 28 days of a referral being made. This helps remove uncertainty and reassures patients and their carers that the referral has been received and is being processed.
- Regular updates while waiting – Anyone on a waiting list should receive an update at least every 12 weeks. These updates will confirm they remain on the waiting list and explain any actions they may need to take.
- Clear information and support – When a referral is accepted, patients should be provided with information about who to contact, what to do if their condition changes, and where to find support while they wait.
- Better communication – Providers are expected to communicate clearly and in ways that meet individual needs. Patients can also ask for information to be shared with an unpaid carer, family member or trusted person, with their consent.
- More notice of appointments – Patients should usually receive at least 21 days’ notice of appointments, helping people plan transport, time off work and caring arrangements.
- Faster rebooking when appointments are cancelled – Where appointments need to be rearranged, a replacement date should be offered within 28 days, even if the appointment itself takes place later.
Why this matters for family carers?
At Suffolk Family Carers, we know that caring responsibilities do not stop while someone is waiting for treatment. Many carers are balancing employment, family commitments and caring responsibilities whilst trying to navigate lengthy waiting lists and complex health systems.
The new standards recognise that family carers play an important role in supporting people through planned care and acknowledge the need for better information, clearer communication and more certainty.
Regular updates can help reduce anxiety and avoid the need to repeatedly chase healthcare providers. Earlier notice of appointments gives carers more time to arrange transport, alternative care arrangements or time away from work. Clear contact details make it easier to know who to speak to when circumstances change.
Debbie Reeve, Project Manager for Suffolk Family Carers Hospital service said “When you’re caring for a family member or friend, uncertainty can often be one of the hardest parts of the journey. Many carers tell us they spend hours trying to find out what is happening with referrals, waiting lists or appointments, often whilst juggling work, family life and caring responsibilities. These new standards are a positive step because they recognise the importance of keeping patients and carers informed, involved and supported throughout the planned care process. We hope to see these standards implemented consistently so that carers experience clearer communication, fewer surprises and greater confidence in navigating NHS services.”
What can family carers do?
If you are supporting someone through planned NHS care, it is worth familiarising yourself with these standards. If communication is not meeting the expected standards, you can raise concerns with the hospital’s Patient Advice and Liaison Service (PALS). NHS England has made clear that providers are expected to work towards delivering these standards consistently.
While these standards do not create new legal rights, they establish important expectations that should help improve experiences for patients and carers across England.
For family carers, the message is simple: you should no longer be left wondering what is happening, who to contact, or what comes next.
