Lost in the System: How the Role of Receptionists and Admin is Leading to Critical Failures in Patient Care

Lost in the System: How the Role of Receptionists and Admin is Leading to Critical Failures in Patient Care

64% of patients report admin failures, while new research reveals nearly 20% of Brits avoid seeing a GP due to poor experiences with reception staff

New landmark study from Medisonal reveals length and breadth of strain at the heart of British healthcare

• 18% (8.7 million) avoid seeing a GP due to poor experiences with reception staff
• 39% (18.5 million) of Brits have delayed seeking care from the NHS because of long wait times
• Of the number of people avoiding medical attention, 64% have been suffering from symptoms associated with autoimmune diseases for over a year, while 70% have experienced mental health symptoms and 58% linked to neurodegenerative conditions
• 53% (26.4 million) of Brits feel their GP or Doctor does not have enough time to provide a thorough consultation
• 20% (8.5 million) of Brits dread “ineffective” prescriptions from their GP

New Ipsos polling for the King’s Fund, National Voices, and Healthwatch England reveals that nearly two in three patients (64%) have encountered at least one NHS admin issue in the past year – whether it’s lost test results, the inability to change or cancel appointments, or receiving incorrect information. These systemic failures waste valuable NHS resources, frustrate staff, and leave patients grappling with a system that’s failing to deliver the care they need.

A new national study by Medisonal, the UK’s leading virtual clinic, exposes the harsh reality: millions are delaying treatment due to NHS inefficiencies and poor experiences with reception staff, with record waiting lists and staff shortages driving the system to breaking point. The findings make one thing clear – poor admin isn’t just an inconvenience; it’s a major barrier to care, leaving patients lost in a system that should be supporting them.

With public satisfaction at an all-time low, fixing NHS admin must be a priority. Stronger processes, better-trained receptionists, and smarter systems can prevent patients from being lost in the system. The upcoming 10 Year Health Plan is the government’s chance to act – before more patients slip through the cracks.

GP Strain and Admin Failures
Medisonal’s research shows that 53% of Brits (26.4 million) feel their GP doesn’t have enough time for a thorough consultation. 18% (8.7 million) avoid seeing a GP due to poor experiences with reception staff, while 30% (14.1 million) feel their concerns are dismissed. This poor admin culture is driving patients away from seeking care, despite increasing health concerns.

Long Wait Times and Delayed Care
The NHS faces record waiting lists, with 7.48 million people awaiting treatment by the end of 2024, 6.28 million of whom are waiting for more than a year. Medisonal’s findings reveal that 39% of Brits (18.5 million) have delayed care due to long wait times. Over 24% (11 million) hesitate to seek help due to health-related anxiety, a direct consequence of a system struggling to deliver timely care.

Prescription Dread and Trust Erosion
The delays extend to medication access, with 20% (8.5 million) of Brits dreading impersonal, ineffective prescriptions. This distrust in the system, coupled with overcrowded A&Es and long waiting times, is undermining confidence in NHS treatments.

Public Health Crisis: The Urgency for Change
As the NHS crisis deepens, the public’s frustration grows. With 39% of people avoiding NHS care, many are suffering from untreated symptoms for over a year, including:

• Autoimmune Disease: 64%
• Sleep Hygiene: 60%
• Mental Health: 70%
• Hormonal: 68%
• Chronic Pain: 57%
• Neurodiversity: 80%
• Neurological: 58%
• Neurodegenerative: 58%

Medisonal’s data highlights the urgent need for change: poor admin is a major barrier to care. With the NHS under severe strain, action is being taken to ease pressures. As of 2024, one in five NHS operations are now outsourced to private providers, with Health Secretary Wes Streeting a vocal supporter of using the private sector to reduce waitlists. The integration of private services like Medisonal is proving essential in easing the burden on the NHS.

Hana Salussolia, CEO of Medisonal, the UK’s leading private virtual healthcare clinic, is revolutionising healthcare access by addressing the critical admin failures plaguing the NHS. Through virtual consultations,

Medisonal offers personalised, patient-centred care that bypasses the long waits, frustrating GP interactions, and administrative hurdles that so often delay treatment. discusses the landmark research:

Hana says, “These findings are both shocking and, perhaps more worryingly, unsurprising. They paint a deeply troubling picture of a healthcare system that too often fails to meet patients where they are.

“This data is more than a call to action; it’s a call for change. Patients deserve care that is timely, compassionate, and empowering. Together, we can create a system that truly cares for those who need it most.

“At Medisonal, we deeply empathise with the struggles patients face in navigating a system that doesn’t always hear or value their voices. That’s why we have built our approach around listening first. Our multidisciplinary teams work together to provide holistic, seamless care that addresses the unique challenges each patient faces. By integrating expertise across physical and mental health disciplines, we aim to create an environment where patients feel seen, understood, and supported every step of the way.”