Poor communication between healthcare professionals and families is significantly affecting the quality of end-of-life care, according to a recent analysis by the Parliamentary and Health Service Ombudsman (PHSO). The review of complaints has revealed that relatives of dying patients are frequently inadequately informed, with medical staff often failing to clearly communicate that their loved one is approaching death.

The PHSO report highlights that discussions surrounding treatment options and decisions about care involvement are frequently insufficient or unclear. This lack of effective communication not only heightens distress for families during an already difficult time but also undermines the delivery of appropriate care to patients nearing the end of life.

Paula Sussex, the Parliamentary and Health Service Ombudsman, emphasized that these issues have persisted for over a decade despite repeated warnings. “For more than a decade, we have highlighted problems with end-of-life communication,” she said. “But, disturbingly, too many people are still being let down. Listening to its patients is one of the most powerful tools the NHS has to prevent harm.”

The PHSO is calling on the government to make improving end-of-life care a priority within the ongoing reforms to the National Health Service (NHS). The organization urges the health system to adopt better communication practices to ensure that patients and their families receive clear, compassionate, and timely information as they navigate decisions about care during the final stages of life.

This recommendation comes amid broader efforts to address systemic challenges in the NHS and improve patient experience. The Ombudsman’s findings underscore the need for focused attention on how healthcare providers communicate critical information about prognosis and care options to those affected by the death of a loved one.