Plan to reform elective care – actions to take

NHS England has published a letter to trusts, integrated care boards (ICBs) and primary care network leads setting out immediate steps for ICBs and acute trusts to:

• name an existing director who will be responsible for improving the experience of care, and the experience of waiting for care
• review and improve operational processes that affect how patients and their carers receive correspondence and access information on wait times
• make customer care training available to non-clinical staff with patient-facing roles

It also details how NHS England will support you to plan and deliver to meet the ambitions of the plan, including how resources are being aligned to support productivity and operational improvement.