Patient experiences of NHS communication and administration

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Summary of report content

Healthwatch Rutland conducted qualitative and quantitative research into patients experiences of communications within the NHS.

Between July and October 2024, 130 people shared their experiences.

Many patients report frustration and stress caused by administrative inefficiencies and poor communication within the NHS.

Many said they are unhappy with their experiences of NHS communication and administration processes, especially when moving between services along care pathways

Patients described the emotional and physical toll of poor NHS communication. Excessive time spent chasing up appointments, referrals, or test results, adds to patients’ stress. Delays in diagnoses and medication changes lead to avoidable suffering and, in some cases, worsened medical conditions.

This report highlights significant communication gaps that affect patient well-being, alongside practical recommendations for enhancing NHS communication and administration.

The report includes specific recommendations for different services, including: general practice, urgent and emergency care, pharmacy and medication, hospital services, children's services, and patients with disabilities. 

 

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General details

Local Healthwatch
Healthwatch Rutland
Publication date
Date evidence capture began
Date evidence capture finished
Key themes
Access to services
Accessibility and reasonable adjustments
Administration (records, letters, results)
Booking appointments
Complaints
Communication with patients; treatment explanation; verbal advice
Consent, choice, user involvement and being listened to
Integration of services and communication between professionals
Remote appointments and digital services

Methodology and approach

Primary research method used
Focus group
Interviews
Survey

Details of health and care services included in the report

Details of health and care services included in the report
Emergency department (inc A&E)
General Practice (GP)
Hospital services- not stated

Details of people who shared their views

Number of people who shared their views
130
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