‘Such a shock’: Readers reveal what it’s like to learn a life-changing diagnosis by text

HEIt was deeply interesting when your health correspondent told us via text message that she had been diagnosed with endometriosis. Independent readers.

Following Rebecca Thomas’ account, our community shares their own experiences of an increasingly impersonal and overstretched NHS.

Many readers expressed their shock and distress at learning the serious medical news in a text message to their phones; She described similar moments of confusion and fear when reading diagnoses without any explanation or follow-up.

A woman said she discovered she had stage 3 kidney disease via an NHS app, while another woman was told she was terminally ill via a two-line letter.

Others expressed how the human element in healthcare has been eroded; One reader complained that after 60 years of NHS care they no longer even know their consultant’s name.

Some readers also expressed sympathy for doctors and nurses working under great pressure, warning that fatigue, underfunding and low morale inevitably lead to rushed and impersonal care.

But it was also acknowledged that digitalization could help; Some argued that SMS or app updates were preferable to long waits for appointments.

Amid the debate, readers generally agreed that compassion and communication must remain at the heart of healthcare, no matter how efficient technology becomes.

Here’s what you need to say:

I learned this in my medical practice

In August 2025, I was diagnosed with stage 3 kidney disease. I learned about this in the summary section of my medical practice – it was such a shock – and it was a month before I had my POCS stroke. Nothing else was added, no follow-up blood tests, just this diagnosis left.

I now have a follow up blood test because I spoke to the GP about being left with two worrying lines on the app. He said he had no control over what others wrote.

pebbles

A two line letter

First of all, I have the Wales NHS app. It doesn’t work. “See GP reception,” says the NHS helpdesk. ‘Contact the NHS’ they say. I gave up.

Secondly, my doctor gave me the diagnosis of the terminal illness in a two-line letter from the radiologist.

When I queried this it turns out no one here knows much about this topic! We went private to explain and refer you to an expert team. I changed my GP.

Twlldupobsais

Horrible business with health issues these days

I was born with a lifelong condition that affected my health in the 60s, so I have 60 years of NHS experience. I can name all the consultants I worked with until the last decade when the service became much less personal.

Since Covid I don’t even know the name of my current advisor and I’m not sure who to contact if I have difficulty. It took four years to get the GP to take a deterioration in my mobility seriously, and another year before I was referred to a specialist, resulting in an initial consultation. I am still waiting to find out if any treatment is available as I am currently being transferred between different consultants. Meanwhile, my health deteriorated considerably.

Having health problems today is a very scary thing. We are faced with a nameless, amorphous organization that now seems too stretched to treat its patients as individuals.

slams

A text would be kinder

Years ago, my mother was personally diagnosed with terminal kidney cancer that had metastasized to the bones, from a doctor. The doctor had zero empathy skills, was constantly looking at his watch, and actually lied when he said he would pass away peacefully in six months. He died painfully three years later, while the cancer was busy breaking his bones from the inside. A text would be kinder.

pomerol95

Automated emails

We receive automatic emails letting us know that our NHS file has been updated and we can then log in to read any updates or information.

I don’t think it takes any more time than a message, but it’s definitely more discreet.

no one is listening

France’s digital appointment system

Here in France, after any test, scan or x-ray, I receive the results in person with short notes containing a summary from the technician. I then make an appointment with my doctor (never more than 48 hours away) to discuss the results and recommended treatment. France has a digital appointment system and is highly computerized, keeping my total healthcare costs etc. There is a site that lists it. I don’t understand why the UK hasn’t implemented this. It saves a lot of time and possibly money.

SRKfan

Pressure and workload

I cannot comment on this case, but what critics should bear in mind is the pressure some clinical staff were under. I have a son who is a consultant psychiatrist and regularly works 50-60 hours a week. He uses the app on his phone to record case notes as he moves from one case to the next; I don’t think it’s smart but it’s his decision (hence possible typos?). No one should have such a workload because it means the service provided to patients will inevitably be substandard; but mental health needs much more resources.

Barry Hughes

Paying to go to the doctor

I had to pay to see a doctor after my local surgery told me there was no chance of seeing a GP. At least the diagnosis was made within minutes and treatment was scheduled in my time frame, but at great cost.

BritishCastle

Damned if they do, damned if they don’t

Doctors are damned if they do this, and damned if they don’t.

It may not be ideal, but personally, I’d rather find out via text now than wait a week to meet in person.

HoleyMoley

Terrible

This is so scary. Any terminal diagnosis should be made by an empathetic doctor. It was obvious that this doctor was in the wrong job. The NHS will get worse. I hear stories all the time and have been going through a health crisis for the last seven months that no one has been able to diagnose me with. It’s really scary.

skylazar

You can’t have it both ways

You can receive your non-cancer results via text and receive a referral immediately, or you can wait 4-6 weeks for the appointment to be told what is in the text and to be referred to you; This delays your referral and lets you know what the information is on the sign, which you can read on your own. You can’t have it both ways.

Nash’s

Unacceptable

Learning a major diagnosis in any way other than face to face is not, and has never been, acceptable. Anything else is a serious deviation from the standards and the doctor who did this should be ashamed. Grooming extends far beyond the physical and, when done well, is an art.

Transfer to hospital could have been made without any delay.

tinworth

What’s wrong with a text?

What’s wrong with a text? I would prefer that to making an appointment, going to the operating room, and then staying there for half an hour or more and being told the same thing.

Yystrckl

Some of the comments in this article have been edited for brevity and clarity.

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