Healthcare delivery


communicated with via text or email. Julia Cream, Policy Fellow at The King’s Fund and co-author of the report said: “The number of people affected by poor admin is stark. Today’s results lay bare the day-to-day dysfunction of an NHS that is too often not meeting people’s needs and highlights the deep inequalities people experience when they are trying to access and engage with health services. Behind these numbers are stories of people who are worried about their health and struggling to get through the NHS’s front door. “The government is trying to bring down


waiting lists and improve access but these efforts will fail if the NHS cannot communicate effectively with people about when their appointment is or who they need to contact. “Poor admin drives up perceptions of an NHS


that wastes money and staff time and puts people off seeking care. Admin matters and it’s time that admin, and the staff that deliver it, are recognised for the value they bring.” Jacob Lant, Chief Executive of National Voices,


said: “Admin plays a crucial role in how patients experience healthcare, yet our research shows many people find themselves in an admin doom loop, trapped by no-reply emails and unable to access the person or answers they need. This goes beyond inconvenience, often risking people’s quality of care. “The results of ineffective and inefficient admin are not felt equally across our society, and affect those already experiencing health inequalities more acutely. For people with multiple long-term conditions, the burden of managing admin is multiplied for each interaction with the system.’ NHS administration appears to be everyone’s job, but no one’s


responsibility. The government’s incoming 10 Year Health Plan provides a much-needed opportunity for NHS admin to be prioritised and for a commitment to be made to getting the basics right for everyone.”


Louise Ansari, Chief Executive, Healthwatch


England, added: “Admin issues within the NHS and their impacts on people have been in the shadows for too long. We’ve heard countless stories of people whose NHS letters arrived after the appointment day or were sent to the wrong address while some had their referrals lost in the system. Administrative errors are frustrating and can have serious implications for patient safety. If people miss their tests or scans, they will face a longer wait for their care, putting their health at risk. “Poor admin puts the onus on the patient or their families, who often have to sort out the problems that NHS systems have created, while at the same time struggling with the health condition they need treatment for. This places a particularly heavy burden on disabled people


and those who have a sensory impairment. “Moving to a system that gets admin right and


invests in admin staff development would have the potential to transform people’s experience of care, ensure equal access, and stop people getting lost in a system which is in desperate need of an overhaul.” The King’s Fund, National Voices and


Healthwatch England say they want the government and the NHS to focus on improving patient communication and admin, with the health service required to regularly report on patient experience of admin processes. They are also calling for admin to be prioritised in the upcoming government 10 Year Health Plan expected later this year. The three organisations recommend that NHS leaders and policymakers ensure there is adequate training and development for NHS admin staff and that patients are part of the design, delivery and testing of new admin approaches. Visit: https://www.ipsos.com/en-uk/patients- struggling-nhs-admin


Trial data shows that AI can dramatically reduce admin


NHS clinicians will be supported to use ground- breaking AI tools that take notes, to free up staff time and deliver better care to patients. Interim trial data shows that the technology has dramatically reduced admin, so that: more people could be seen in A&E; clinicians could spend more time during an appointment focusing on the patient; and appointments were shorter.


Guidance published by the government will


encourage the use of these products - which use speech technologies and generative AI to convert spoken words into structured medical notes and letters - across a range of primary and secondary care settings. One of the tools - ambient voice technologies (AVTs) - can transcribe patient-clinician conversations,


create structured medical notes and even draft patient letters. The NHS England funded, London- wide AVT work, led by Great Ormond Street Hospital for Children (GOSH), has evaluated AVT capabilities across a range of clinical settings including: adult outpatients; primary care; paediatrics; mental health; community care; A&E; and the London Ambulance Service. This multi-site evaluation involving over 7,000 patients demonstrated widespread benefits. Interim data shows: an increase in direct care - clinicians spending more time spent with patients rather than typing on a computer; and an increase in productivity in A&E - the technology has supported more patients to be seen in emergency departments by carrying out admin for A&E staff. At GOSH, AVTs have listened


64 www.clinicalservicesjournal.com I December 2025


to consultations and drafted clinic notes and letters. These were then edited and authorised by the clinician before being uploaded to the secure electronic health record system and sent on to patients and their families. Clinicians agreed the AI helped them offer more attention to their patients without affecting the quality of the clinic note or letter. Dr. Vin Diwakar, National Director of


Transformation at NHS England, said: “This exciting technology can reduce the burden of administration, allowing patients more quality time with their clinician, and our new guidance shows the NHS’s ability to rapidly and safely harness the very latest innovations to transform healthcare and bring benefits for our hardworking staff and our patients.”


CSJ


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