Patient experiences of NHS communication and administration
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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.