Our 'Wonderful' NHS

You’d think that with all the software available, this wouldn’t happen. Efficient admin systems are so important in all organisations but are often undervalued

You are right suzie and the software probably is there but the people using it are not accountable and it really feels as if they don't care. The person I spoke to was trying to tell me I was wrong! There most certainly was an attitude issue.

I received a letter today saying that my appointment had been rearranged for 19th November (yesterday).I expect I will get a black mark for not attending !

I always got a phone-call prior to an appointment making sure I was still attending.

I got one of those calls last night and I hadn't even received the letter with the changed date. I must have now had 6 different contacts about one appointment.

I also think it is a waste to send letters telling us they are sending a bowel cancer testing kit out. I understand doing it for a first timer or someone who has ignored the test but if you have always done it what is the point? When I mentioned it to a friend she said 'that's what they always do' as if there was nothing wrong with it. I think that our continually accepting the system without question is part of the problem

This happens so often.

My husband received a strongly worded letter admonishing him for failing to go to an appointment.

A list followed with how much money is wasted by missed appointments

Thing is, he'd been to the appointment!

So much of the admin, as well as the nursing staff, in the NHS has been outsourced to private agencies. Also it has all been split up into different areas (so not National any more) so one might be a lot better than another.

Are there any examples of excellent admin? I have examples of excellent medical care but have seen several examples of inefficiency and wastage in the admin.

My GP practice is an excellent example - is it hospitals that are poorer?

Yet when they tried to roll out a single linked up data system in my region people were up in arms about it and many opted out. It couldnt work unless it was the only system in use: that was the point!

People can be very reluctant to change whenever NHS systems try to update

Lots of scare stories on social media: "ACT NOW TO STOP NHS SHARING YOUR DATA"

People got really hyaterical about it. Saying that it meant that people who went to their GP with mental health issues would be targetted by social services etc

I once received an envelope from our local NHS hospital containing two letters. One invited me for an appointment on a certain date and the second one cancelled it. Does nobody oversee these ridiculous communications?

My oncologist's secretary is great. I presume she's NHS.

This kind of thing happened a few times with me and others in our Trust area and I think there must have been complaints because now I get several texts, a letter and two or three emails for just one appointment.

I did have to change an appointment myself recently by phone and got two letters, one cancelling my old appointment due to unforeseen circumstances and another in the same post, separate envelope, more postage, with my new appointment time.

Are there any examples of excellent admin?

I suppose that every time we get to an appointment and we’re expected, get our texts to remind us of them, have our records updated, and receive information that’s pertinent and helpful, the admin is working well. I’ve been lucky, I’ve never had any of the problems others on here have had. It must be frustrating for those affected.

I am becoming extremely weary of hearing about all these huge amounts of money that are being promised to the NHS.
What I want to hear is that the whole caboodle is going to be drastically re organised to make it more efficient and more cost effective.
Can anyone on here inform us of any large re organisation scheme that is going on at this time, It would be re assuring to know that something was being done to save money,

We never get texts from the Hospital or doctor. The NHS Dentist has just reached the 21st century so I get a text reminder.

NHS are the only thing besides lawyers who still use fax machines I believe.

Every hospital appointment is confirmed by letter even if it was made in person at the previous appointment and we have an appointment card, a phone and a computer..
The bowel cancer test has got more efficient recently.

I was speaking to a hospital nurse about parking and public transport. She said her shifts never allow her to catch a bus or a train so she had to use her car and pay £9 per day for staff parking.

I agree gangy5. Throwing money at it isn't going to make much difference. Someone could begin by listening to the staff and patients

I am now getting automated calls checking up on whether I will attend or not. That may be an improvement if it costs little and stops people from not attending but when they are a couple of weeks in advance it makes me wonder if I will get more of them.

I suspect the reason for the inefficiency is that the NHS cannot save small amounts and there is no incentive for staff to look for savings because they might do themselves out of a job. It needs a few grandparents to go in and sort them out

Good idea, Nonnie! (...needs a few grandparents to sort them out.)

People not turning up for appointments does waste NHS time and money, of course, so I think texting reminders is a good idea. Don't they have office managers any more? In the olden days those people would have overseen communications with patients and with other departments. All this duplication of letters and attending twice to see different specialists costs money (ours and theirs) so paying office managers could still save money. Does anyone else remember work study engineers? They were not popular with other staff but were employed to see how work could be made more efficient thus saving the company money.

I opened this thread thinking it would be about the scandal of the maternity services at Shropshire & Telford Hospitals.

It's hard to have any faith in either the system or the actual services.

The knee jerk reaction is always that the NHS needs more money. But that money is given to administrators, not medical personnel, and the administrators will spend it on administration. It's simply that that's what they do - they can put in new computer programmes, get excited about building new offices for themselves. Meanwhile a scanner keeps breaking down.

Gaunt47 that sounds about right

As an excellent example of efficiency I can use my physiotherapy experience. Referred by GP had phone call within a fortnight telling me I was listed and asking which centre I would like to use. I chose the nearest. Another phone call a couple of days later to do a basic assessment and ask if I would attend a cancellation at short notice. I said yes. Phone call couple of days later which was taken by my answering machine. I rang back but was told the cancellation had already been taken. Phone call next day to offer another one. I agreed. Recieved instructions in post. I had to call on morning of appointment to confirm my attendance, if I didn't I would be dropped and the appointment offered to someone else. Had treatment about 4 weeks after GPs appointment. Brilliant!!!
It should be remembered that any system is only as good as the person working there. Low wages and busy stressful days mean some admin workers in the NHS are not up to the job.