Industry News | May 02, 2026 | 2 Comments |
Poor NHS admin deters patients
NHS admin problems ‘putting people off seeking care’, report finds
Poor NHS administration is leaving patients “lost in the system” and may be discouraging some people from seeking medical help, according to new research from the The King’s Fund.
The report, Still lost in the system: the urgent need for better NHS admin, highlights widespread problems with communication, appointments and access to care – with little improvement over the past year.
Polling of more than 1,900 adults in England found that administrative issues are now a routine part of many people’s experience of the NHS.
Key stats: NHS admin problems
- 66% of patients and carers experienced at least one NHS admin problem in the past year
- 41–42% say poor admin makes them less likely to seek care
- 33% were not kept updated about waiting times
- 32% had to chase test or scan results
- 24% did not know who to contact while waiting for care
- 23% received appointment information after the appointment date
- 18% were unable to change or cancel an appointment
Widespread problems with NHS admin
Around two thirds of patients and carers said they had experienced at least one administrative problem in the past 12 months, a figure unchanged from the previous year’s survey.
These issues include:
• difficulty contacting services
• problems cancelling or rearranging appointments
• delays or confusion around test results
• not being told who to contact while waiting for care
The research suggests that these problems are not isolated incidents, but reflect systemic issues in how the NHS communicates with patients and manages care pathways.
Public perceptions of NHS communication are also worsening. Fewer people now believe the NHS is good at keeping them informed about their care or ensuring there is someone to contact for help.
Patients ‘put off’ seeking treatment
One of the most concerning findings is the impact on people’s behaviour.
Around four in ten patients who experienced administrative problems said it made them less likely to seek care in future.
Examples shared with researchers include:
• appointment letters arriving after the appointment date
• patients being discharged after missing appointments they were unable to cancel
• unclear or conflicting information about care and treatment
In some cases, these issues risk delaying diagnosis or treatment altogether.
Impact on disabled people and those with long-term conditions
The report warns that poor admin does not affect everyone equally.
People with long-term conditions, those who rely on regular NHS contact, and those facing financial hardship are more likely to encounter problems and to be affected more severely when things go wrong.
There are also concerns about accessibility, particularly for people with communication needs or limited digital access, who may struggle with systems that rely heavily on online tools or multiple communication channels.
Communication failures undermine care
Administrative systems play a central role in how people experience the NHS, the report says.
Problems such as not knowing how long a wait will be, or who to contact for updates, can leave patients feeling anxious, unsupported and disconnected from services.
Poor communication is also linked to wider perceptions of inefficiency. A majority of patients who experienced admin issues said it made them feel NHS time and money were being wasted.
No improvement despite growing awareness
Despite increased focus on NHS performance and waiting times, the report found no meaningful improvement in administrative experiences since 2024.
However, awareness of the issue is growing, with more people recognising admin failures as a persistent problem across the health service.
The King’s Fund and its partners are calling for NHS leaders and government to prioritise administrative systems, improve communication, and involve patients more closely in designing services.
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Further reading and resources
You can read the full report on the Kings Fund website (external link will open in a new browser tab or window)
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2 Replies to “Poor NHS admin deters patients”
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I have spinal cord injury C5-T12 and 6 spinal fracture which has not been treated. I have been waiting 4 years to be seen at pain clinic.
Eventualy had appt. for August. to see spinal consultant later my appointment was changed to a tel consultation. Now is totaly cancelled and I can not find out why. Please don’t say go to GP!
i can relate to Maria story , am spinal cord injury , had a fall ,fractured my femur , 4 days after pin plate fitted i was sent home to recover told i get local physio to help me get back my strength in my legs .. it didnt happen , month went by a scan discovered my fracture + plate had come apart -3month later i had brutal 2nd op ,i struggle to recover from , had some physio in ICU – whereby they try transfer me to a chair … i fell , left in alot pain . i was sent home 15days later just in time to enjoy christmas , but again the local physio gave exercises to my carer to work me through , she not expert , but 4 months later , that physio pop in – not once worked hands on to se i was improving – i have since given up on exercises due to lost all movement i had in that leg and that i was experiencing terrible pain discomfort day and night. with the knee and hip joint , the GP just up the morphine , no Xrays to assess the damage caused , just assumption that its arthritis.!