Communication breakdowns (not just clinical and clerical errors) play a surprisingly large role in patient harm across NHS settings. In a landmark NIHR survey of 2,471 patients in three English NHS trusts, communication issues accounted for 21.7% of all safety concerns, from missed meal instructions to confusion over surgical timings. Meanwhile, nearly half of patients report administrative failings (like delayed or missing test results) due to dysfunctional NHS processes, causing stress and even treatment delays. These patterns underscore that when trust fragments, the human cost can be severe.
Misunderstandings with Patients
Clear dialogue and accurate records form the bedrock of safe care. Yet, poorly kept or incomplete patient records can mask critical details—medication changes, consent updates or allergy warnings—opening the door to preventable harm. According to Virtual College, inadequate documentation dramatically raises the risk of abuse and operational failure, particularly among vulnerable individuals. A May 2025 BMJ report also found that 38% of patients say inconsistent or unclear explanations have eroded their trust in NHS care, highlighting the high stakes of every verbal exchange.
Between Doctors, Nurses and Specialists
Handovers and multidisciplinary teamwork hinge on precise information flow. A 2024 study in ScienceDirect found that unstructured handover notes, assumptions about colleague knowledge, and uncontrolled distractions lead directly to medical errors during shift changes or specialist consultations. More broadly, research shows poor communication contributes to 25% of all patient safety incidents, from dosing mistakes to missed follow-ups, underscoring how any breakdown between professionals can translate into real-world harm.
System‐Level Issues in Hospitals
Even with committed staff, system design can undermine communication. A recent Healthwatch England report revealed 64% of NHS users experienced administrative dysfunction (late appointment letters, lost referrals and uncoordinated record-keeping) fuelling anxiety and delayed diagnoses. Under-resourced IT platforms lacking interoperability and high patient-to-staff ratios further compound these risks. Studies link understaffing and tech failures to a rise in both minor and severe adverse events, showing that safe communication must be backed by robust systems and sufficient personnel.
When a Communication Error Becomes Medical Negligence
Not every poor chat or missing email warrants legal action, but when a communication failure breaches the duty of care and causes significant loss, it may cross into clinical negligence. Under the Pre-Action Protocol for the Resolution of Clinical Disputes, claimants must send a Letter of Claim detailing the breach and resultant harm, giving the provider three months to investigate and respond before court proceedings. Bear in mind the Limitation Act 1980 generally allows three years from the date of knowledge of the injury to start a claim, so timely action is essential.
Considering Legal Help
For expert guidance, consider specialist medical negligence legal services to help navigate every step and shine a light on communication failures while advocating for clearer dialogue, safer processes and legal resources, where necessary.
