Through the patient’s eyes: Improving a hip replacement journey

A hip replacement is a chance for patients to regain mobility, independence, and freedom from pain. They are most commonly performed due to painful conditions or injuries such as osteoarthritis, rheumatoid arthritis, hip fractures, avascular necrosis, and bone dysplasia, and can take several months to recover from surgery. 

Comprehensive and engaging communications are essential to ensuring patients feel supported, informed, and prepared at every stage of their journey. By examining the digital patient journey from their perspective, we can identify how compassionate and timely communication builds trust and improves outcomes. Let’s explore this pathway and the opportunities for impactful messaging along the way. 

Step 1: Scheduling the procedure

For patients, scheduling their hip replacement is the first major milestone. Many will feel nervous or overwhelmed by the prospect of surgery, and their initial interactions with their care teams can set the tone for the entire journey. 

Using text messages and patient portals, you can provide clear, empathetic messaging that reassures and empowers patients. A confirmation with practical details, such as the appointment date, live location, and how to prepare, offers clarity while reducing uncertainty, particularly knowing that over 100,000 hip replacements are performed annually in the UK. 

Step 2: Arranging the pre-operative assessment

A few weeks before surgery, patients attend a pre-admission clinic assessment. For many, this is an unfamiliar step, so effective communication ensures they understand its purpose and importance, helping to reduce anxiety and avoid DNAs. From a patient’s perspective, clear information and an easy way to make the booking make all the difference.

• What the pre-op assessment involves or why it is necessary.

• Guidance on how to prepare, including bringing medication lists.

• Contact information for raising concerns.

Care teams can support this stage by creating digital resources, such as FAQs or short videos, which explain what to expect. This reassures patients while minimising repetitive queries to clinical teams.

Step 3: Preparing for surgery: 3 months out

Preparation is a critical phase, and for patients, this is where engaging communications have the greatest impact. A digital-first pathway offers a perfect opportunity to deliver timely, practical, and motivating advice.

Daily exercises: Encourage patients to carry out pre-op exercises with simple videos or easy-to-follow illustrated guides that empower them to feel proactive about their recovery.

Dietary guidance: Share URL links supporting patients to maintain a balanced diet suited for health and healing. For patients with weight management goals, you can also offer advice personalised to their needs.

Preparing for recovery: It’s important for patients to plan ahead, so prompting them with a digital checklist on how they might need to prepare their home for day-to-day activities enhances their experience and reduces readmissions from accidents.

Checking-in: Make the check-in process as smooth as possible by sending over guidance on what patients will need to bring with them on the day of their surgery, and how to check in.

FAQs: Patients often feel a mix of anticipation and worry as surgery approaches. Check in with patients using an automated virtual assistant and provide them the chance to address any concerns ahead of time.

Step 4: The day before 

The day before surgery is a crucial moment when clear, concise communication is essential. Patients value digital reminders for practical steps, such as fasting instructions or arrival times. An SMS the day before can help them feel prepared and reduce last-minute confusion. 

For example: “Please remember to stop eating at 7am before your surgery tomorrow. Water is allowed until 10:00am. Arrive at your local NHS hospital by 9am. We’re here to support you every step of the way.” 

Providing links again to final checklists ensures patients know exactly what to bring, further easing pre-surgery nerves. 

Step 5: Post-op and recovery

The patient journey doesn’t end in theatre. After surgery, digital follow-ups play a key role in guiding recovery and reducing readmission. Effective digital-first strategies reinforce patient confidence and minimises feelings of being “left to figure it out alone.” These might include:

Physio: Sharing video tutorials or reminders to help patients stay on track.

Pain management tips: Providing clear instructions for medication and strategies for managing discomfort.

Support networks: Digital communications can also directly link to hospital-run or external forums, so patients can connect with others who’ve been through the process and foster a sense of community.

More check-ins: Enabling patients to report concerns digitally, reducing the need for additional in-person appointments or waiting in long call queues.

The power of digital support 

Research consistently shows that patients who feel informed and supported have better outcomes. As communication experts, we’re uniquely positioned to support this by providing accessible, engaging, and timely content. From explaining the benefits of pre-op exercises to rescheduling appointments, every interaction is an opportunity to build trust. 

By stepping into the patient’s shoes, NHS communications professionals can craft messages that resonate deeply, address concerns, and inspire confidence. The digital patient journey isn’t just a tool to relieve the pressure on staff, it’s a way to deliver empathy, clarity, and care at every stage.