Patient-experience owners
Patient engagement
Messages, explanations and reminders that are true to the record, in the patient's language, and answerable.
Three kinds of message
Explain
A result or a letter, in plain language.
Remind
What the plan expects next, and when.
Ask
A questionnaire or a confirmation the team will actually read.
Where it is used
Where the person receives and replies.
Where the reply becomes work.
The six questions
- What is it?
- The communication layer between the organisation and the person, driven by the care plan rather than by a campaign calendar.
- Who is it for?
- Patient-experience owners, and the teams who answer what patients send back.
- Which problem does it solve?
- Generic reminders are ignored, and a patient who does not understand a result stops following the plan without telling anyone.
- How does it work?
- Each message is derived from a fact in the record — a result, a due follow-up, a prescription — explained in plain language, with the source and date named, and a reply route into the professional flow.
- How is it different?
- No message says something the record does not support, and every message can be traced to the fact that triggered it.
- What is the proof?
- Read rate, reply rate, appointment attendance and follow-up completion are read against the plan they refer to.
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Messages, explanations and reminders that are true to the record, in the patient's language, and answerable.
Medical review: 2026-08-24