Full blog here: healthwatch.co.uk/blog/2025-05-0…
Thanks to supporting quotes in media from @jacoblant.bsky.social @nationalvoices.bsky.social @rachel-p.bsky.social @patientsassoc.bsky.social @royalcollegeofgps.bsky.social @rthonwesstreeting.bsky.social
Two causes:
1) Human error. Inevitable, esp given pressure on staff. We’d like to see providers following best practice record-keeping guidance & quicker routes to resolution for patients
2) Records transferring between systems. New single patient record will be welcome
The impact of this is of course frustration and having to repeatedly update clinicians on medical history. But this a patient safety risk - we heard from those who had been given incorrect medication or have not been invited for the tests they need
One person told us their record erroneously said they’d had two full hysterectomies and one partial one. And that they’d had 5 flu jabs in the space of 4 days when they’d never even had one.
Among those reporting inaccurate info:
- 29% had important details from medical history/conditions missing
- 26% had incorrect personal information
- 9% had conditions they’d never had (same % for treatments they’d never had)
New @healthwatchengland.bsky.social research today across media on inaccurate patient records (& a bucket list moment to chat to Nick Robinson!)
We’ve heard concerning stories from patients on errors in their records, which polling shows to be around 1 in 4 (23%) nationally
The detail… 🧵
It will be key that patients have a genuine choice on communications in future. As @rthonwesstreeting.bsky.social says, “This agreement will help ensure patients get their appointment information when they need it, however they choose to receive it.”
The new barcode is a great result for patients & a key protection on crucial NHS communications as Royal Mail looks to a new service offer. Thanks to Royal Mail, @nhsengland.bsky.social, @nhsproviders.bsky.social, @nationalvoices.bsky.social & @patientsassoc.bsky.social who we worked with on this 3/
Despite the desired analog to digital shift, letters remain crucial to patients – particularly the 8.5m who lack basic digital skills. Yet our recent work on admin with @thekingsfund.bsky.social & @nationalvoices.bsky.social showed 1 in 5 have experienced app’t letter delays in the past year 2/
An NHS good news story!
We have worked with partners to secure new protections on NHS mail. A specific barcode on app’t letters & test results is now being developed by Royal Mail, allowing them to be identified & expedited if delivery standards are being missed 1/
www.msn.com/en-gb/news/u...
The publication of the @healthwatchengland.bsky.social @thekingsfund.bsky.social & @nationalvoices.bsky.social report on NHS admin this week has led to lots of people sharing their admin nightmares. Here is yet another👇
Thanks @tallgeekychap.bsky.social - I imagine infuriating 🤦🏻♂️
I spent 4 years as a med sec in the NHS and saw this first-hand. When I was there, administration was hellbent on deskilling + outsourcing so they could justify lowering the paygrade of workers. Morale was at rock bottom because admin were totally unvalued. That is what leads to this ⬇️
It might not be glamorous, but NHS admin is absolutely key to access and experience.
"20% of patients received a letter for an appointment after it was supposed to take place"
At a time when people are at their most vulnerable fighting because of poor admin is the last thing they need. And at a time when our health workers are stretched to breaking a smooth running system would be one big pressure off. Excellent report from kings fund, health watch and national voices
This is what happens when you cut funding, but 'protect the front line'. www.theguardian.com/society/2025...
Love that!
Full report and recommendations here www.kingsfund.org.uk/insight-and-...
The @healthwatchengland.bsky.social @thekingsfund.bsky.social @nationalvoices.bsky.social report on NHS admin has had great coverage. Patients face nightmares with letters, booking appts etc. We will work with gov to improve measurement, the App & 2-way comms
www.independent.co.uk/news/uk/home...
New Healthwatch England research this week highlights the complaints system fails patients, which gov’t has acknowledged in its response. Only 1 in 10 who receive poor care complain, the process leaves people dissatisfied & the NHS doesn’t learn from complaints
www.theguardian.com/society/2025...
This AM when doing my usual scan of the papers (old press officer habit) it was great to see coverage of @healthwatchengland.bsky.social new report on NHS complaints.
But made me think “Suffering in Silence” was over 10 yrs ago and things were bad back then. It’s nothing short of policy neglect.
💪 Great to have this research published today!
If NHS organisations are serious about making services more responsive to the needs of patients, they should start by looking at the ways they handle complaints.
Quick 🧵
1/
Likewise Rob!
Enjoyed seeing old friends and joining an interesting discussion at the ICS Network Conference today. Reassured to hear Paul Corrigan talk about the need for the 10YP to highlight & address inequalities in agency across demographic groups
Something about the fact @healthwatchengland.bsky.social first post on here is about NHS dentistry made me smile. Keep fighting folks.
Registration and right to access in dental land is super confusing. It really should work in the same way as general practice.
This is excellent, both in its fair analysis of the arguments and its underlying argument about compassion in the debate
open.substack.com/pub/iandunt/...
We’ve heard for a while public confusion about people’s relationship with their dentist, with false belief it’s the same registration model as with GP. Our research this week shows this to be over two thirds of the public, with majority support for GP model
www.healthwatch.co.uk/news/2024-11...
V useful thread on the CQC’s UEC survey published today. Aligns with the concerns we continue to hear from patients about poor waits for emergency care. As with so many other areas, some relatively small changes to improve waiting for individuals could significantly improve overall experience
Great idea and very helpful! Thanks Layla
Lovely to be here and nice to see friendly faces!
