Letters arriving after appointments, not being kept updated about waiting times for treatment and chasing test results, are all commonplace issues having an impact on large numbers of patients according to a report out this morning
Nearly 2 in 3 patients and carers have experienced at least one admin problem over the last year such as lost test results, inability to change or cancel appointments, or receiving incorrect information according to the report by The King’s Fund, National Voices and Healthwatch England
1 in 5 people who used the NHS in the past 12 months received an appointment invitation after the date of the appointment
Of those who faced admin issues, 4 in 10 say they are less likely to seek care in the future
Research shows poor communications around appointments is driving public perceptions of NHS waste with 61% of those experiencing an admin issue saying it made them think NHS money is being wasted
Deeper analysis of the findings reveals that carers, patients with long-term health conditions, people from ethnic minority backgrounds and those struggling financially were all significantly more likely to experience issues with NHS admin and communication. The study found that 75% of patients with one or more long-term health condition had experienced an issue with NHS admin in the last year, compared to 57% of those with no long-term health conditions.
As well as making some patients less likely to seek care in the future the research shows that poor admin drives a perception of NHS waste. Of those who have experienced at least one problem over the last year with NHS Admin, 61% said that it made them think money was being wasted, 56% said their time was being wasted and 55% felt that NHS staff time was being wasted.
Patients and carers told researchers from The King’s Fund, National Voices and Healthwatch how poor admin has led to stress, anxiety and deteriorating mental health. Many patients described being unable to cancel or reschedule appointments. One person described how they were automatically discharged from a service when they did not attend an appointment they had been unable to cancel. Another patient received a text confirming their appointment for 99 January. Researchers also heard from a patient who is deaf and described how they are still called on the phone despite asking to be communicated with via text or email.
Julia Cream, Policy Fellow at The King’s Fund and co-author of the report said:
‘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.’
