Most NHS users in England affected by dysfunctional admin, report finds

Typical challenges faced by patients or their carers were missing test results, being unable to cancel appointment or not being told outcome of tests, scans or X-rays. Photograph: Jeff Moore/PA

Patients routinely have to chase up test results, receive appointment letters after their appointments and do not know when their treatment will occur because the NHS is so “dysfunctional”.

That is the conclusion of research by two major patients’ organisations and the King’s Fund, which lays bare a host of problems with the way the health service interacts with it users.