Patients struggling with NHS admin

Ipsos polling for the King’s Fund, National Voices and Healthwatch England reveals that nearly two in three patients (64%) have experienced at least one NHS admin problem in the last year (for themselves or someone they care for) such as lost test results, inability to change or cancel appointments, or receiving incorrect information.

New Ipsos polling for the King’s Fund, National Voices and Healthwatch England has explored people’s experiences of NHS admin, and the impact of that on their views of the NHS. Read more in the King’s Fund, National Voices and Healthwatch England long read, Lost in the System: the need for better admin.

Around half (52%) think the NHS is good at communicating with patients about things like appointments and test results. However, just 43% think the NHS is good at ensuring there is someone for patients to contact about their ongoing care and 28% think it is poor at this, and while 42% think the NHS is good at keeping people informed about what is happening with their care and treatment, 32% think it is poor at this.

Nearly two in three patients (64%) have experienced at least one NHS admin problem in the last year (for themselves or someone they care for). This includes around one-third of those who have used an NHS service in the last year (for themselves or for someone else) having had to chase for their results, and not been kept updated about how long they would have to wait for care or treatment.

Around one-third of NHS service users and their carers say they have had to chase for results, or have not been kept updated about how long they would have to wait for care or treatment

 

Among people who have experienced one of these issues, the most common impact of the experience is making them think that NHS money is being wasted (61%), that their time is being wasted (56%) and that NHS staff time is being wasted (55%). It also impacts on patients’ likelihood to seek care, with 45% saying it made them give up on seeking care or treatment for their condition on that occasion and 42% that it made them less likely to seek care in the future.

The most common impact of experiencing these administrative issues is making people think that NHS money is being wasted

 

Technical information

1,888 English adults aged 18-75 were asked (online) by Ipsos about how good or poor the NHS was at communicating on a range of things like appointments and test results. The research was carried out between 29 November – 1 December 2024. Quotas were set by age within gender, region and working status. Data are weighted by age within gender, region, working status, social grade and education to match the profile of the population.

Download

The author(s)

Related news

  • Welsh Senedd polling
    Politics Survey

    Plaid Cymru has slight lead over Reform UK in new Ipsos Wales Senedd poll, but half of voters may change mind

    New polling data from Ipsos in the UK, conducted 2–8 April 2026, reveals a complex political landscape in Wales ahead of the Senedd elections. While Plaid Cymru has a slight lead in voting intentions, Reform voters are more committed, and many voters say they may still change their mind. The research also highlights widespread public frustration with the performance of the Welsh Government and a significant lack of trust in any single party to address the nation's top priorities.
  • Ipsos Scotland Political Pulse
    Scotland Survey

    Scots unimpressed by Holyrood campaigns, but give SNP the edge

    With just two weeks to go until the Scottish Parliament election on 7th May, new data from Ipsos’s Scotland Political Pulse shows that, while voters are not particularly impressed by any of the parties, the SNP have the edge, with views on both the party and their leader improving since last month.
  • Money jar
    Issues Index Survey

    Economic optimism falls to record low as concern over inflation rises

    The latest Ipsos Economic Optimism Index (EOI) reveals that net economic optimism in Britain has fallen to the lowest levels ever recorded since Ipsos began collecting this data in 1978. In the latest data, collected 8-14 April 2026, 78% of Britons expect the economy to get worse over the next 12 months (up 3ppts since last month), the highest level recorded since the Index began.