Letters arriving after appointments, lack of updates on waiting times for treatment, and the need to chase test results are common issues affecting a significant number of patients, according to new research from The King’s Fund, National Voices, and Healthwatch England.
The report, titled "Lost in the System: The Need for Better Admin in the NHS," reveals that poor administration not only frustrates patients but also places additional stress on NHS staff, who often bear the brunt of patients' frustrations when given incorrect information or when test results go astray.
The research highlights that issues with NHS admin are widespread and particularly severe for individuals with long-term health conditions and those facing financial difficulties. The report warns that these admin issues can delay necessary care or diagnoses, posing significant risks to patient health.
A public poll conducted by Ipsos for the report shows the scale of the problem:
- 64% of those who used the NHS in the past year experienced at least one admin issue.
- 32% had to chase results following tests, scans, or X-rays.
- 32% were not kept updated on waiting times for treatment.
- 23% did not know who to contact while waiting for care.
- 20% received appointment invitations after the appointment date.
The report also indicates that these admin issues have a profound impact on patient behaviour and perceptions of the NHS:
- 42% of those who experienced admin issues are less likely to seek care in the future.
- 47% believe the quality of care provided by the NHS is poor due to these issues.
- 61% think NHS money is being wasted.
- 56% feel their time is being wasted.
- 55% believe NHS staff time is being wasted.
Patients and carers shared their experiences with researchers, describing how poor admin has led to stress, anxiety, and deteriorating mental health. Examples include patients being unable to cancel or reschedule appointments, being automatically discharged from services, and receiving incorrect appointment confirmations.
Policy Fellow at The King’s Fund and co-author of the report, Julia Cream, commented:
“The number of people affected by poor admin is stark. Today’s results lay bare the day-to-day dysfunction of an NHS that is too often not meeting people's needs and highlights the deep inequalities people experience when they are trying to access and engage with health services. Behind these numbers are stories of people who are worried about their health and struggling to get through the NHS’s front door.
“The government is trying to bring down waiting lists and improve access but these efforts will fail if the NHS cannot communicate effectively with people about when their appointment is or who they need to contact.
“Poor admin drives up perceptions of an NHS that wastes money and staff time and puts people off seeking care. Admin matters and it’s time that admin, and the staff that deliver it, are recognised for the value they bring.”
The King’s Fund, National Voices, and Healthwatch England are calling for the government and the NHS to prioritise improving patient communication and admin processes. They recommend regular reporting on patient experiences with admin and ensuring that patients are involved in the design and testing of new admin approaches.
The organisations also urge that admin improvements be included in the upcoming government 10 Year Health Plan, with a focus on adequate training and development for NHS admin staff.
Image credit: iStock
