The Patients Association Annual Review 2024 Download our 2024 Annual Review Foreword "2024 was a year of both challenge and progress. Against a backdrop of NHS strikes, rising waiting lists, and growing health inequalities, we remained steadfast in our mission to champion the patient voice and push for a more inclusive, responsive healthcare system. "Our major project, Patient experiences of diagnostics, surveyed over 1,000 NHS patients and carers, highlighting the need for timely access, clear communication, and streamlined pathways. The report attracted national media attention and helped spotlight the value of patient insight. "I am particularly proud of our focused work on health inequity this year, both in our work with the system and in engaging with patients. With Weber Shandwick, we developed a communications framework to improve accessibility and engagement for low-income and ethnic minority patients, and we closed the year with a major report into cancer and blood disorder care for underserved communities, calling for real systemic change to tackle persistent health inequalities. "Throughout the year, we prioritised the authentic voice of patients, reaching over 2,000 through focus groups and surveys, and supporting more than 4,000 via our helpline. We also engaged with the new Government’s 10-year health plan, recruiting trusted ‘community connectors’ to ensure marginalised voices shaped our response. "As we look ahead to 2025, our purpose remains clear: to embed genuine patient partnership at every level of health and care." Julie ThallonChair Helpline Our national freephone helpline supported over 4,000 people in 2024, responding to calls and emails from patients seeking guidance and someone to listen. Throughout the year, four key themes consistently came up: making complaints, accessing medical records, navigating NHS IT systems, and getting appointments with GPs and dentists. As pressures on the health and care system grow, so too does the number of people turning to us for support. We’re hearing from more patients than ever, calls and emails to our helpline increased by 28% compared to 2023. Behind each call is a person trying to make sense of a complex system, and our helpline continues to be a lifeline for many. “Thank you so much for the information, your organisation is doing such great work. I’m so grateful to have someone on the other end of the line showing empathy and it’s so reassuring for family members like myself going through such a difficult time.” Helpline caller Our helpline team is backed by a growing library of resources on our website, designed to give patients the tools and confidence to advocate for themselves. This year, we added a new webpage and animation focused on shared decision-making, helping patients understand their rights and feel more informed when making choices about their care. We’re grateful to our partners, whose support ensures our helpline can keep running and that patients continue to have access to clear, trusted information when they need it most. Projects In 2024, our commissioned projects brought patients and carers together with NHS organisations, regulators, industry partners, and independent healthcare providers to shape policy and practice that truly reflects patients’ needs. Across 15 projects, we focused on making sure patients, especially those from marginalised communities, had their voices heard and their experiences used to drive change. A standout piece of work was our major report on health equity for people living with cancer and/or blood disorders. Sponsored by Bristol Myers Squibb, the report shed light on the deep-rooted barriers these communities face, from mistrust and discrimination to financial challenges and poor access to care. Off the back of this, we launched a guide and animation to help patients understand what support is available, while using the findings to strengthen our campaigning for fairer healthcare. We also partnered with the Weber Shandwick Collective to explore how health communications can sometimes exclude or misrepresent marginalised voices. Together, we developed CORE, a new communications framework designed to make health messaging more inclusive and equitable. Our patient experience tracker, delivered with Roche Diagnostics, gave valuable insight into how patients are experiencing care. These findings informed our contribution to the Darzi Review and our wider work to engage the Department of Health and Social Care on patient-centred improvements. And with NHS England awarding Palantir the contract for its Federated Data Platform, we worked closely with both to develop a clear, patient-friendly guide to the Foundry software platform, answering key questions about how data is used and protected. We also worked with the Professional Standards Authority to review its regulatory standards. Through patient focus groups, we provided key recommendations that will help shape a more accessible and inclusive public consultation in 2025. Webinars Patient Partnership Week returned in 2024 to spotlight the importance of patient partnership across health and care. The week brought together patients, carers, and professionals to explore what true partnership in health and care looks like. Across six webinars, we tackled topics including shared decision-making, tackling health inequalities, empowering patients, and joining up services. We were thrilled to welcome back England’s Patient Safety Commissioner, Dr Henrietta Hughes, and to hear fresh perspectives from brilliant new speakers including our Trustee Professor Alf Collins, and senior voices from Pancreatic Cancer UK and the Sickle Cell Society. Attendance increased by nearly 50% from the previous year, and plans are already underway for a fourth Patient Partnership Week in 2025. Alongside this flagship event, we also ran seven additional webinars throughout the year: A three-part NHS England series on primary care: the wider practice team, Pharmacy First, and digital access Untold Patient Stories: Shedding light on the realities of life with a long-term condition A session with Care Quality Commission and Healthwatch England on the ‘Tell Us About Your Care’ campaign A webinar exploring findings from our Patient Experiences of Diagnostics report with Roche A collaboration with NHS England’s Worry and Concern Collaborative on recognising and responding to patient and family concerns All webinars were free, open to all, and shaped by insights from patients, ensuring their voices remain central to the health and care conversation. "These webinars are a wonderful opportunity to hear from a wealth of people on a wealth of subjects...I have benefited from watching recordings of others on catch up. Thank you so much for doing it so well." Webinar Attendee Conclusion We’re so grateful to everyone who’s been part of our journey this year; our members, partners, supporters, and especially the patients and carers who shared their experiences with us. Your voices have shaped our work in powerful ways, and we’re proud to have carried them into conversations that can bring about change. If you’re not yet a member, join now. Membership is free, open to anyone with an interest in health and care, and it’s easy to join online. The Patients Association is an independent charity. We do not receive core funding from any government body and rely on donations from individuals, organisations, groups and collaborative projects with the health service, universities and others. If you would like to support our work by making a donation, you can do that here. Manage Cookie Preferences