Healthwatch: The extent and impact of inaccurate NHS patient records (1 May 2025)

Summary

Most of us will have a lifelong NHS GP record, as well as any individual records held by other NHS services about our healthcare, such as hospitals, dentists and even pharmacies, as they start to deliver some consultations. The NHS is investing resources and funding into making patient records paperless and improving patient information sharing between services. However, coroners have repeatedly issued warnings about inadequate information sharing in the NHS, with some patients dying because clinicians could not access important details about their needs. But is the information in patient records correct in the first place? 

Content

Healthwatch reviewed recent feedback on patient records and found people reporting alarming issues with medical records. 

To estimate the extent to which inaccurate records are widespread, they commissioned BMG Research to conduct a nationally representative survey of 1,800 adults between 24 and 27 March 2025.

Concerningly, the survey found that nearly one in four (23%) adults have noticed inaccuracies or missing details in their medical records before. 

In most cases, people said they had noticed missing information, though some said their records contained incorrect information.

A quarter (26%) of those who have noticed inaccuracies in their records said their personal details were wrong. Many elements of NHS care involve individual staff members verbally carrying out ‘positive identification checks’ with patients, using date of birth information, especially if the person’s NHS number is unavailable at the time. A national safety body has found that misidentification can have serious consequences, such as the wrong surgery being carried out.

Other errors include inaccurate records of medications, diagnoses or treatments.

Healthwatch recommend the following actions.

1. Better record keeping. These stories and figures highlight the urgent need for improved record-keeping practices. This could be achieved by promoting relevant guidance and regulations by professional regulators, as well as better interoperability to ensure records are shared effectively. The government’s ambition to have a single patient record should help address this.
2. Promotion of people’s rights to get records amended. People's right to do this needs to be clearer, along with the legal reasons why services may still have to retain a record of contested information. It is also important to make more people aware that they can complain to the NHS or the Information Commissioner’s Office.
3. Clearer guidance for patients about how to change incorrect records. People told us how difficult it is to amend or remove inaccurate information in their records. 

Related reading on the hub:

• The digitalising of patient records — why patients MUST be involved