Over the past few years, the NHS has increasingly been getting the basics wrong when it comes to communicating with patients. We know that too many people struggle to book an appointment, change an appointment or get their test results.
Poor administration is not just an inconvenience. Organisations such as Healthwatch England and National Voices hear story after story about the burden a failing admin system has on patients and their carers. Poor admin can restrict access to the care that people need, negatively affect their wellbeing and have knock-on consequences for staff. If getting into the service has been far more of a challenge than it should have been then the subsequent interactions between staff and patients are already starting off on the wrong foot. And the problems are exacerbated when you have a disability or long-term condition.
