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.

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