Sussex Health and Care has introduced revised guidance encouraging healthcare professionals to adopt new terminology when referring to patients and clinical processes. The initiative aims to use more inclusive and less formal language in order to foster a more positive and approachable healthcare environment.

Under the updated recommendations, individuals receiving care would no longer be referred to as “patients.” Instead, terms such as “customers,” “clients,” or “experts by experience” are suggested, emphasizing the value of individuals’ lived experiences in their own healthcare journeys. For example, someone who has previously experienced a heart attack might be described as an “expert by experience” with respect to that condition.

The guidance also proposes replacing the term “discharged” with “warm handover” when patients leave hospital care. This shift intends to soften the language around transitions in care, focusing on continuity rather than finality. Similarly, individuals who do not attend scheduled hospital appointments should not be labeled as “hard to reach” or “difficult to engage,” but rather described as “underserved” to acknowledge potential barriers to access.

The language changes come amid ongoing discussions around patient inclusion and communication strategies within the National Health Service (NHS). Proponents argue that adopting more empathetic and person-centered terminology can reduce feelings of alienation or intimidation, potentially improving patient engagement and satisfaction.

However, some critics view such efforts as superficial or unhelpful. They caution that rebranding familiar terms may distract from addressing deeper systemic challenges within healthcare delivery. Skeptics also question whether these linguistic adjustments will meaningfully impact clinical outcomes or patient behavior.

This latest move echoes previous debates over language use in medical contexts, such as a controversy a few years ago surrounding recommended alternatives for anatomical terms to avoid causing offense to transgender individuals. Those earlier proposals, met with mixed reactions, highlighted the complexities involved in balancing inclusivity, clarity, and professional communication within healthcare.

As health organizations continue to explore ways to enhance patient experience, the effectiveness and reception of language reform measures remain areas to monitor closely.