Picker’s response to ‘Still lost in the system: the urgent need for better NHS admin’

Commenting on the ‘Still lost in the system: the urgent need for better NHS admin’ report by The King’s Fund, Healthwatch England and National Voices, Jenny King, Chief Research Officer at Picker, said:

“We welcome this new report, which shows the continuing scale of problems related to NHS admin – and sets out clear and practical actions to improve how the NHS communicates with people about their care.

“Administrative failures in health services are not just a minor inconvenience: they can be a significant barrier to access, trust and good care. Missed information, delayed results, and difficulties contacting services can undermine confidence in the NHS and deter people from seeking help. The report shows that these types of problems remain common: two thirds (66%) of patients and carers who used NHS services in the past 12 months experienced at least one administrative problem, while 38% said the NHS is poor at keeping people informed about what is happening with their care.

“The report’s emphasis on designing admin from a patient perspective, recognising the vital role of NHS admin staff, and ensuring that the shift to digital works for everyone – not just those who are already confident online – is particularly welcome.

“We agree that improving NHS admin must be a national priority, with clear expectations, measurement, and meaningful patient involvement. Getting admin right will not only improve people’s day-to-day experiences, but also make better use of staff time and NHS resources – enabling a more efficient, more person centred health service.” 

Notes to editors

• For media enquiries, please contact the Picker Marketing and Communications team at [email protected] or call 01865 632 235.
• Picker’s team of researchers and data scientists are available to support organisations in understanding, measuring, and using workforce and user experience. For queries about our services or to request a call, please contact [email protected].