Healthwatch England’s latest findings about GP referrals feature on Guardian front page
Latest research looks at whether changes to referrals over the last two years have improved the process for patients.
In 2023, Healthwatch England researched how difficult the process of getting a referral can be. People described how they ended up trapped in referral ‘black holes’, left without updates about their care.
In a new follow-up report, we look at whether experiences of referrals have improved, and make recommendations to ensure referral processes work for patients and NHS teams alike.
Our latest research found one in seven (14%) people’s referral ended up in a ‘black hole’ – i.e. it was delayed, lost, rejected, or not sent.
And three in four people (75%) who had an issue with their referral reported at least one negative impact on their health and well-being.
Click this link to read the full article or to download the report.
Key recommendations
The NHS should introduce a referrals checklist with clearly marked responsibilities for different NHS teams. Our research clearly shows what makes or hampers a good referral experience. The upcoming NHS minimum standards for elective care should reflect this with resources for NHS staff to deliver the care people need.
Elective minimum standards must be expanded to cover all referral pathways. Currently, the standards are planned to help those referred for non-urgent elective pathways. To ensure consistency, these standards should cover other pathways too, including cancer, mental health, and neighbourhood referrals.
The 10 Year Workforce Plan must invest in trained admin staff to support people’s referrals journeys. The elective reform plan promises more training for non-clinical staff. But there must be more recruitment, training and support of administrators, navigators and coordinators to support better delivery of patient communications and updates.
Jess’ Rule must be implemented quickly and consistently. The recently announced rule encourages GP teams to consider second opinions or referral after someone has three appointments for the same unresolved health issue. There must be support alongside this to help teams meet potentially increased demand and waiting list support.
Rachel Power, the chief executive of the Patients’ Association, said our findings were “deeply alarming” and that delays to referrals can leave some patients afraid to leave their home.
She said: “When seven out of 10 people only find out their referral failed because they chased it up themselves, something is badly wrong.
“These are people already anxious about their health, already stressed waiting for treatment – and then they discover they weren’t even in the queue. While they wait, their conditions could be getting worse.”
A Department of Health and Social Care (DHSC) spokesperson said the situation revealed by the findings was “not acceptable”. But improvements have been made since the research was done in March, the spokesperson added.