The King’s Fund calls for NHS App to allow two-way communication

The King’s Fund has called for digital healthcare platforms, including the NHS App, to be more responsive and allow for two-way communications.

A report ‘Lost in the system: the need for better admin’, published by The King’s Fund on 17 February 2025 in partnership with Healthwatch England and National Voices, highlights people’s experiences of NHS admin processes.

It shows that issues with admin are widespread and are worse for some people, including those with long-term health conditions and who are struggling financially.

The report also warns that issues such as letters arriving after appointments, not being kept updated about waiting times for treatment and chasing test results can risk patients not receiving the care or diagnosis they need on time.

One of its recommendations is for NHS providers “to ensure that existing and new digital platforms, including the NHS App, allow for two-way communications and are responsive”.

It also a focus in the report on reducing the admin burden placed on patients and carers, as “poor admin can also mean that existing health inequalities are exacerbated”.

“The move towards digital, including the NHS App, clearly offers new opportunities to improve how people experience admin – but like in other sectors such as finance And retail, users will inevitably be asked to take on more of the admin themselves.

“Again, new approaches will need to be designed and tested with patients – and greater attention paid to ensuring that admin, including the use of AI, is inclusive,” the report adds.

The report includes polling by Ipsos that shows that 32% of patients polled have had to chase results following test, scans or x-rays and the same percentage of patients have not been kept updated on how long they have to wait for treatment and care.

Of those who have experienced at least one admin issue in the previous 12 months, 42% said they are less likely to seek care in the future due to their experience, and 47% reported it made them think the quality of care the NHS provides is poor.

Paul Callaghan, policy manager for Healthwatch England, told Digital Health News: “When making a booking or reservation, people are used to digital systems that enable them to have a two-way conversation with the service they use.

“In the NHS, this isn’t always possible, which can be incredibly frustrating, especially when people notice an admin error.

 “Moving forward, systems like the NHS App need to do more to enable patients to communicate directly with the staff and services that support them.

 “Standardising and adding features which allow everyone to make changes to appointments, get advice or request support would make a real difference to people waiting for care, and it will help teams deliver more efficient and co-ordinated services.”

In January 2025, the government announced plans to upgrade the NHS App to enable patients to choose providers, book appointments in more settings and receive test results, as part of its elective reform plan.

Digital Health News approached NHS England for comment on the report.