Personalised Care Week 2026: Your Thoughts, Your Voice

John Day, Expert by Experience

Personalisation requires a coordinated, whole system approach, centred on what matters to the person. Not a collection of interventions which, however individually well intentioned and delivered, don’t join up - and result in an often overwhelming series of events for the patient which are difficult to navigate. A patient’s journey through treatment at hospital may have started in a doctor’s surgery or trip to A&E, followed by transfer to a specialist ward (and often other ‘holding’ wards in between if beds are limited). Some cases involve multiple medical conditions and therefore several departments. 

Then, following discharge from hospital, the challenge of keeping track of follow-up appointments, treatment and medication begins… 

The NHS is brilliant. The vast majority of staff working within it are amazing. So why, sometimes, doesn’t it feel like that? Patients can feel like a pinball, being bounced all over the place. They often don’t understand what is happening, or when, or why. Communication needs to be better, both with the patient and, crucially, between the different departments involved. Staff may be dealing with 10, 20, 30 or more people at the same time, but each one of those is an individual, with individual needs. 

How can we hope to deliver truly personalised care if the person’s experience is of a series of disconnected events, however well delivered each of these may be in isolation? 

In many cases care is delivered wonderfully well. But it seems the more complex a patient’s situation is, the greater the chance of an impersonal experience. It’s no good each department reviewing their own processes and performance if no one is looking at the patient’s journey through the whole ‘system’. In complex cases, involving multiple medical disciplines, is there someone overseeing the patient’s entire journey? Monitoring progress, timescales, handovers and communication, also acting as an advocate where appropriate? 

Imagine… 

Someone goes to their GP, who determines they urgently need to go to A&E. 

Ambulance called, crew arrive aware of situation. 

A&E expecting them, taken straight to a bed. 

Medical staff carry out tests, arrange further scans, X-rays etc. 

Patient told what is going to happen, and when. 

Another staff member speaks with them to fully understand their circumstances, answer questions and obtain family contact. Records updated with these details. 

After tests, patient moved to appropriate ward. Staff aware of situation, seamlessly continue treatment. 

When test results available, discussed with patient. Explanation of implications, proposed further treatment and timeline. 

Meanwhile, as Adult Care support will be necessary in the future, referral made. 

When family visit, staff able to explain situation and next steps. 

SW visits, speaks with patient and medical staff. 

On discharge, staff member speaks with patient/family to ensure proposed action meets their requirements and wishes. Explains medication, further appointments, and provides information about condition and support available. 

Patient/family understand how and when health and care services will be provided. Given contact details of support coordinator. 

Hospital updates GP and SW. 

When home, SW visits to fully understand patient’s situation, their wishes, and what is important to them. Any necessary paperwork completed, patient told what support will be available. 

Patient contacted by GP surgery to confirm their role. 

Support coordinator contacts patient to confirm appointments etc. 

Social Care confirm that agreed support arranged. 

Everything has been timely and joined up. Communication clear, everyone involved fully aware of case (patient, family, all appropriate hospital departments, Adult Care, GP, third sector support etc). 

Patient feels confident, involved, supported, understands plan going forward and how they can make any necessary adjustments to maximise their life. 

PS 

You may say I'm a dreamer 

But I'm not the only one 

I hope someday things will join up 

And health and care will be as one