Topics: Industry insights Waiting Well
George, a 67-year-old retired builder, was referred by his GP for a total knee replacement.
Like many others in his position, he expected a long wait before his operation. For George, this time felt like being placed in limbo—waiting, worrying, and wondering.
But what if this pretreatment period didn’t have to feel so uncertain?
What if it became an opportunity, not just for preparation but for transformation? This is where the Waiting Well concept comes in, reframing the narrative for patients and the NHS alike.
Reframing the wait: From anxiety to action
Nobody enjoys waiting—especially when it comes to healthcare.
Waiting for a hospital appointment or surgery can create waves of anxiety and uncertainty for patients. It often feels like life is being put on pause, with concerns about how delays might affect work, finances, and personal circumstances.
Over time, prolonged waiting can take a toll, leading to physical weakness and reduced quality of life. For the 58,024 patients waiting over 65 weeks for treatment as of June 2024, it’s an understandably difficult period.
Efforts to tackle the backlog are undeniably underway. This figure represents a significant reduction from the 97,275 patients waiting over 65 weeks the year prior. However, as these numbers show, the change we need isn’t going to happen overnight. The good news is that the time between triage and treatment doesn’t have to be wasted—it presents a unique opportunity for positive intervention.
This time before treatment can be seen as a teachable moment—a time when patients are particularly open to making meaningful changes that improve both immediate outcomes and long-term health.
Areas such as stopping smoking, reducing alcohol, improving nutrition, and increasing exercise are especially impactful, often leading to smoother procedures and faster recoveries. Staying active, eating well, managing stress, and improving sleep quality all play a vital role in preparing patients physically and mentally for treatment.
While waiting times remain challenging, this proactive approach equips patients to face their procedures and futures with greater confidence and resilience.
What waiting well meant for George
In George’s case, his referral triggered a tailored waiting well workflow to help him actively prepare for his operation. Instead of passively waiting, George was supported at every stage:
- He received clear updates and appointment confirmations, reducing uncertainty and boosting his confidence in his care.
- Digital tools allowed him to provide important health information upfront, streamlining his triage process.
- Regular check-ins ensured he stayed informed and engaged, confirmed his needs throughout the process, and remained on the list only as long as necessary.
- A centralised hub gave him access to resources, such as symptom trackers and advice on pain management and stopping smoking, allowing him to take charge of his health.
When George’s operation day arrived, he was physically stronger and mentally prepared. For George, waiting well meant not just enduring the wait but thriving through it.
Why the NHS needs waiting well now more than ever
Stories like George’s highlight a growing opportunity within the NHS.
With 7.8 million patients on the waiting lists, the system faces unprecedented pressure to ensure they are ready for treatment and in the best possible health when they arrive.
The consequences of not waiting well are significant: patients arrive at surgery physically unfit, medically unoptimised, and psychologically unprepared. This leads to delayed surgeries, higher complication rates, and longer recovery periods for some. Worse still, in certain cases, patients’ conditions deteriorate to the point where surgery is no longer viable—turning a hopeful wait into a devastating setback.
George’s journey could have gone differently.
Without proactive support, he may have struggled with worsening joint pain, reduced mobility, and heightened anxiety about his operation. The wait might have left him physically weaker and less prepared for his procedure, increasing the likelihood of complications and a longer recovery. Instead, the waiting well workflow ensured George was ready for surgery in every sense—reshaping what could have been a passive and detrimental period into one of improvement.
The benefits of waiting well extend far beyond individual outcomes. Research shows that helping patients get in optimal shape for their procedures reduces complication risks by 51% and trims hospital stays by an average of 2 days—representing a potential £7 billion annual saving that alleviates pressures across the entire NHS. To achieve this at scale, technology is vital in empowering patients and supporting clinicians to deliver waiting well more efficiently.
How technology makes delivering waiting well easier for clinicians
Technology can play a key role in bridging the gap between patients and care providers while they wait for care. In turn, by leveraging digital tools, clinicians are better equipped to prepare patients like George for their treatment.
Automating time-intensive tasks like scheduling appointments, sending updates, and managing patient communications frees clinicians from repetitive administrative burdens, enabling them to focus on delivering care.
Centralised resource hubs enhance care coordination by providing holistic insights into patient health while reducing unnecessary appointments. Streamlined communication tools further improve team collaboration, ensuring care pathways remain efficient and delay-free.
By integrating these tools into daily workflows, clinicians can better support their patients while easing the operational strain across the healthcare system.
Building a healthier future with proactive patient care
If even 10% of patients on the waiting list adopted healthier habits during their wait, the impact across the NHS could be game-changing.
Waiting well reduces the likelihood of worsening conditions or emergency visits to A&E, easing pressure on overstretched services. Healthier patients also experience smoother recoveries and fewer complications, improving surgical outcomes and reducing readmissions.
Beyond individual benefits, waiting well contributes to public health gains and operational efficiencies, freeing up capacity across primary and secondary care systems. Integrated Care Systems (ICS) can leverage these principles to create healthier communities, reduce strain on services, and drive long-term sustainability within the NHS.
The NHS is navigating an important moment.
While eliminating waiting lists entirely is a complex and long-term challenge, waiting well offers a practical and meaningful way forward— turning anxious waiting time into an opportunity for better health, and reshaping our approach to elective recovery.