Person (or patient) centred care (PCC) is a holistic approach to health care, which acknowledges the patient as an individual, and is responsive to their preferences, needs and values.

In August 2021, Health Consumers NSW (HCNSW) and the Physical Disability Council of NSW (PDCN) ran a joint, one-month online consumer survey to try to understand peoples’ experience of communication difficulties in NSW hospitals. Patients were asked if they felt that there were appropriate levels of communication between patients and health care staff, what consumers thought the barriers were to good communication, and what was needed to improve communication.

Concerningly, just under half of the participants (49%) routinely understood their diagnosis, the treatments available, and what these treatments might involve for them.

The report provides a snapshot of what is a much larger issue in realising best practice, person-centred care in hospitals. It indicates that more can be done to realise person-centred care, especially for patients with complex healthcare needs. It also confirms anecdotal reports about care that both PDCN and HCNSW have heard from our members.