Nearly two in three (64%) patients and carers have experienced NHS admin problems – including lost test results – in the last year, finds a new report in England.
What’s more, the admin issues are primarily affecting some of the most vulnerable, including those with long-term health conditions and people struggling financially.
Lost in the System: the need for better admin in the NHS by The King’s Fund, National Voices and Healthwatch England shines a light on the ‘dysfunctional’ state of NHS admin.
Problems uncovered in the report included receiving an appointment invitation after the date of the actual appointment (20% of people). Of those who faced admin issues in the last year, four in 10 (42%) said they are less likely to seek care in the future.
Patients and carers also revealed how poor admin has led to stress, anxiety and deteriorating mental health. The report found that staff are also suffering, often bearing the brunt of patient frustration.
‘The number of people affected by poor admin is stark,’ said Julia Cream, policy fellow at The King’s Fund and co-author of the report. ‘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.’
Jacob Lant, chief executive of National Voices, described how many people find themselves stuck in an admin ‘doom loop’:
‘The results of ineffective and inefficient admin are not felt equally across our society, and affect those already experiencing health inequalities more acutely. The Government’s incoming 10 Year Health Plan provides a much-needed opportunity for NHS admin to be prioritised and for a commitment to be made to getting the basics right for everyone.’
The three organisations behind the report are recommending that NHS leaders and policymakers ensure adequate training and development for NHS admin staff. In addition, they say patients should be part of the design, delivery and testing of new admin approaches.
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