NHS staff and hospitals should improve the way they communicate with patients, the health service ombudsman has said.

In a report on complaints received from October 2003 to March 2004, Ann Abraham said that poor communication between staff and with patients was the root cause of many problems.

Her study prompted the Conservatives to argue that if patients were given more power in the NHS then medical staff would pay more attention to their needs.

The NHS watchdog said that demands on staff could put pressure on communicating properly with patients and ensuring that treatments are properly documented.

"When health professionals don't communicate well enough with each other, or the patient and their families, the bigger picture of the patient's full needs and experiences can so easily get lost," she said.

"Many of the complaints I see have this issue at their heart. The result can be unnecessary stress both to the patient and NHS staff."

In addition to communications issues, Abraham raised concerns about the number of serious cases involving GP deputising services.

"The quality of care, communication with patients and record keeping in these cases is a real cause for concern", the report said.

Discharges

She also said there had been cases of "totally inadequate arrangements for [the] discharge of patients".

"Lack of communication is evident between healthcare professionals themselves, between professionals and their GP colleagues, and between professionals and carers," Abraham warned.

"An elderly man who had been in hospital for a prolonged period of time was discharged home whilst his main carers, his son and daughter-in-law, were on a pre-arranged holiday.

"He was discharged back to his warden-controlled flat, without the warden being told and the only person to be informed was another elderly relative.

"Whilst at home, he became unwell with vomiting and diarrhoea and died alone following a heart attack.

"His immediate family were unaware that he had been discharged. I found that the patient's son and the warden of his sheltered home should have been involved in the planning of his discharge."

Responding to the report, shadow health secretary Andrew Lansley said it highlighted the need to introduce a "right to choose" for patients.

"The cases that reach the health ombudsman are, by their nature, exceptional and consequently do not prove that there is a systematic failure in communications across all of the NHS," he said.

"However, a more patient focussed health service, which is what the Conservatives' 'right to choose' health policy will create, will help ensure that health professionals across the NHS listen and communicate more effectively."