From red tape to green: admin that works for everyone (The King's Fund, 10 October 2024)

Summary

NHS England and the government have launched a new ‘red tape challenge’. Their ambition is to make form-filling by GPs more efficient so they can free up time to see patients.

But it’s not just GPs who want efficient admin – patients do too. We know that people can struggle to book an appointment or get their test results, and that managing the admin associated with your health can feel like a full-time job.

The way the NHS communicates with patients matters. Poor admin can restrict people’s access to care, negatively affect their wellbeing, and undermine trust in the NHS. It can also have a negative impact on staff. Patients who have to move between primary and secondary care (and back again), or have multiple long-term conditions can experience the highest burden when admin is not co-ordinated or designed around their needs.

Admin staff also bear the weight of failing admin systems. They are the first point of contact for people trying to navigate a complex and often confusing health and care system. Admin staff are left supporting patients when they can’t get through on the phone or when test results are lost. They often bear the brunt of patient frustration, anxiety, fear – and abuse. Admin staff are in a unique position to make a real difference to how people experience the NHS.