NHS Patients Face Rising Anxiety as Referrals Disappear

One in seven people in England who need hospital care are not receiving it because their GP referral is lost, rejected or delayed, according to Healthwatch England. Three-quarters, or 75 percent, of those trapped in this referrals black hole suffer harm to their physical or mental health as a result of not being added to the waiting list for tests or treatment.

Communication with patients is so unreliable that seven in ten, or 70 percent, only discover they have not been put on a waiting list after chasing up the NHS themselves. The research found that 14 percent of all referrals are getting stuck between GPs and hospitals, leaving patients in the dark and anxious about when they will be seen and treated.

Chris McCann, Healthwatch's deputy chief executive, stated, 'Behind every delayed, lost or rejected referral is a human story of pain, stress and uncertainty.' Rachel Power, the chief executive of the Patients Association, described the findings as deeply alarming, noting that delays to referrals can leave some patients afraid to leave their homes.

The survey revealed that just over half, or 53 percent, of people referred seek medical help or advice while they wait for the NHS to act, while 7 percent go private. The report also highlights that one in five, or 20 percent, ask for help from other parts of the NHS, suggesting that referral delays may increase pressure on other NHS services.

One patient, Patrick, 70, from Milton Keynes, reported waiting since July to see a specialist for hip and back pain, feeling stuck in limbo due to the lack of communication regarding his referral. The report notes that the 14 percent of referrals getting lost or delayed is an improvement from 21 percent in 2023, although many patients still report that poor communication and delays are affecting their health and wellbeing.

The Department of Health and Social Care acknowledged that the situation is not acceptable but stated that improvements have been made, including the introduction of Jess's rule in September, which requires GPs to seek a second opinion if they cannot diagnose a patient after three appointments.

Despite these efforts, public satisfaction with the NHS remains low, with only 21 percent expressing satisfaction, according to the most recent British Social Attitudes survey.