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Your spotlight on local services

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Have you had experienced problems with NHS administration? We need your views.


Have you had problems with NHS administrative processes, such as booking appointments, referrals, prescriptions or other correspondence with NHS services? Do you have views on how this should be improved? We want to hear how people's care experience has been affected by poor NHS administration.

Almost everyone has experience of interacting with NHS administrative processes and staff. This includes activities such as booking appointments, registering with a GP surgery and corresponding with NHS services in writing or over the phone. These processes are key in supporting the NHS to deliver care to millions of patients each week.

Although these processes can work well, we know that patients’ experience of NHS administration is often poor, despite the best efforts of staff. This can have a negative impact on people’s overall experience of using a service, and often comes at a time when they are already feeling anxious. Sometimes, for example in the case of lost test results, poor administration can have an effect on the care people receive.

Despite this, there has been very little research into NHS administration and its impact on patients, and these issues are not routinely captured in NHS data.

Women talking to receptionist

What we’re doing

Together with The King’s Fund and four other local Healthwatch we are carrying out a project to explore patients’ experiences of NHS administrative processes.

We are asking people to tell us about their recent experiences (within the last year) of poor NHS administration, particularly about the following services:

  • GPs
  • A&E
  • Physiotherapy, rheumatology, orthopaedics, etc. (for people with Musculoskeletal conditions, i.e. affecting the joints, bones and muscles, and back pain)
  • Cancer care
  • Mental health services
  • and those who use multiple services on a regular basis (or care for those who do), particularly those who consider themselves to be older people or have a learning disability.

We would also like to hear from people who have a sight or hearing impairment or who do not speak English as their first language.

If you would like to tell us about your experiences and views over the phone or in writing please fill out our form, email enquiries@healthwatchnorthamptonshire.co.uk or phone 0300 002 0010.

The findings from this work will be shared with local health services as well as contributing to the wider King's Fund project.

The King's Fund would also like to hear the views of staff working in primary care settings – particularly general practice – to understand the practical realities of NHS administration and some of the pressures faced in trying to deliver high-quality administrative processes. If you are a member of staff who would like to share your views, please email us.

Express your interest here


Annual Report 2019-20

Guided by you

See how your feedback has made a difference to health and care in Northamptonshire.

Read our Annual Report here

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