Healthwatch England has partnered with The King’s Fund and National Voices to highlight the ongoing and detrimental impacts of poor NHS administration and communication. The findings are laid out in a new report, Lost in the System: The Need for Better Admin in the NHS, which reveals the scale of administrative issues faced by patients – and their effect on both care and trust in the health system.
Widespread issues and vulnerable groups
The report shows that administrative errors within the NHS are a serious problem affecting many patients, particularly those with long-term health conditions and those struggling financially.
Key issues include misdirected letters, delayed test results and lack of communication on waiting times. These problems not only cause frustration but they also jeopardise patients’ access to care and accurate diagnoses.
The study reveals that 64% of those who had interacted with NHS services in the last year encountered at least one issue with NHS administration or communication.
Common issues reported include:
- 32% of patients having to chase results following tests, scans or X-rays
- 32% not being kept updated about waiting times for treatment
- 23% not knowing who to contact while waiting for care
- 20% receiving an appointment invitation after the scheduled date
Even more concerning, 42% of those who had faced administrative problems said they were less likely to seek care in the future. Additionally, 47% said these issues led them to perceive the quality of NHS care as poor.
The impact of poor admin on patients and staff
The report highlights the significant toll poor administration takes on both patients and NHS staff.
Patients, especially those with disabilities or sensory impairments, often find themselves dealing with frustrating delays or miscommunications, which can lead to added stress and deteriorating mental health. One individual even shared how they were automatically discharged from a service due to missing an appointment they were unable to cancel.
For NHS staff, these admin issues result in greater pressure, as they often bear the brunt of patient frustration when patients don’t receive the information or care they need.
Public polling and NHS waste perception
New public polling conducted by Ipsos for the report shows that, while 52% of the public feel the NHS is good at communicating with patients, a quarter (25%) feel communication is poor. Among those who had recent interactions with NHS services, the problem is even more widespread.
Moreover, the report reveals that poor NHS admin drives a perception of waste, with 61% of those who experienced admin issues believing that money was being wasted and 56% feeling their time – and NHS staff time – was being wasted.
What needs to change?
The report’s authors have made several recommendations for improving NHS admin, including:
- Improving patient communication: The NHS should regularly report on patient experiences and work to improve communication and admin processes
- Prioritising admin in government plans: The upcoming 10-Year Health Plan should prioritise addressing admin issues and improving systems across the NHS
- Training for admin staff: There should be a focus on better training and development for NHS admin staff, with patients involved in designing and testing new approaches to administration
Tell us what you think
As part of our ongoing efforts to improve health services in our community, we encourage everyone to share their experiences with NHS administration.
Your feedback will play a crucial role in advocating for better systems and ensuring that the voices of those affected by these issues are heard.