Patients lost in the system: how to help navigate the healthcare maze
By Dr Amar S Bhogal
The King’s Fund report, Lost in the System: The Need for Better Admin, highlights a longstanding but often overlooked issue within the NHS: administrative inefficiency. While clinical care remains at the heart of the NHS, poor administration is having a detrimental impact on patient experience, leading to delays, confusion, and ultimately, worse health outcomes.
An extensive and growing problem: more patients lost
17% of all written complaints in 2023-2024 were due to communication issues (NHS Digital). Patients are too often left in the dark about test results, referrals, and MDT decisions. This lack of communication not only increases anxiety but also contributes to missed appointments, delayed diagnoses, and frustration among both patients and healthcare professionals. From my own experience, it can be quite sad to see patients missing appointments or referrals being delayed due to the current inadequate communication infrastructure that exists.
In today's digital world, consumers expect real-time updates, transparency, and convenience. If we can track an Amazon parcel to the minute or monitor a food delivery in real-time, why should patients be left guessing about their test results, referrals, or upcoming appointments? The NHS must modernise its approach to patient communication, empowering individuals with the tools to track their own healthcare journey.
Safe, patient-centered care is the way out of the maze
At Salutare, we tackle this issue through digital outpatient management solutions that focus on:
Outpatient monitoring: Automating and streamlining communication for faster, coordinated care.
Cancer MDT and rare disease referrals: Improving access to specialist expertise.
Phlebotomy and Pathology: Providing real-time test updates to patients and giving patients choice and ease of use.
The NHS cannot afford to let poor administration continue to undermine the excellent clinical care it provides. Now is the time to modernise NHS administration, embrace digital solutions, and put the patient back at the centre of their care.
References
The King’s Fund, Lost in the System: The Need for Better Admin, 2024. Available at: https://www.kingsfund.org.uk/insight-and-analysis/long-reads/lost-in-system-need-for-better-admin (accessed 19 February 2025)
NHS Digital, Data on Written Complaints in the NHS, 2023-24, 2024. Available at: https://digital.nhs.uk/data-and-information/publications/statistical/data-on-written-complaints-in-the-nhs/2023-24 (accessed 19 February 2025)
Salutare, Innovating Digital Outpatient Management Solutions, 2024. Available at: https://www.salutare.co.uk (accessed 19 February 2025)
About the Author
Dr. Amar S. Bhogal is a junior doctor in the United Kingdom, dedicated to enhancing patient outcomes through the integration of advanced healthcare technologies. He has a robust background in medical research, having served as a Research Assistant at University College London's Institute for Liver and Digestive Health. His work has been pivotal in exploring the application of remote technology to support acute inpatient and transitional care, particularly for individuals with chronic obstructive pulmonary disease (COPD).
Beyond clinical medicine, Dr. Bhogal has held leadership roles in both the publishing and education sectors. He worked with Elsevier as a commissioning and managing editor for oncology journals, playing a key role in curating and advancing high-impact scientific research. Additionally, he served as a director for an educational startup focused on supporting children from disadvantaged backgrounds, demonstrating his commitment to widening access to education and fostering opportunities for young learners.
Passionate about the transformative potential of healthcare technologies, Dr. Bhogal is focused on leveraging innovative solutions to improve clinical practices and patient care.
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