Millions of NHS patients failed by crumbling surgeries and obsolete IT

Millions of  NHS patients are being failed and care compromised by crumbling surgeries and obsolete computer systems, doctors have warned.

Worried GPs already struggling to cope with record demand say the appalling state of infrastructure – both physical and virtual – is “inadequate for providing care in 2024”.

In the clearest sign yet of the emergency one third said their work PC or laptop software is not fit for purpose, while more than a third claimed their practice building is inadequate for providing care for patients.

The nationwide snapshot comes from the Royal College of GPs which represents more than 54,000 family doctors. 

Chair, Professor Kamila Hawthorne, said: “General practice is already struggling to keep up with increasing patient need for our care, and inadequate infrastructure, whether that be out of date IT or practice buildings that are falling apart, only compounds these pressures. 

“Our polling shows the true extent of the crisis: GPs are being held back by old IT that is unfit for purpose and working in inadequate buildings. This is a far cry from what our patients expect and deserve, and it needs to be addressed.”

The terminal diagnosis inside clogged up surgeries comes after Health and Social Care Secretary Wes Streeting pledged to clamp down on wasteful GP bureaucracy and ordered an independent probe into the state of the NHS, describing it as “broken”.

Separately, respected health and social care charity The King’s Fund said a catalogue of issues was preventing patients in the poorest health accessing services because the crumbling NHS unfit to meet their needs citing discrimination and racism, not being treated with empathy or genuinely listened to, a lack of communication, services not being flexible or inclusive enough, and lack of trust.

Ruth Rankine, of the NHS Confederation, the organisation that speaks for the UK healthcare system, said: “The primary care sector is trying to manage rising demand from patients who often have more complex or multiple conditions while parts of the country do not have enough GPs, and the low financial settlement has left them doing more for less.

“Our members tell us integrated patient records across systems and interoperable IT systems are two key ways to reduce the bureaucratic burden on GP surgeries. We recognise there is an opportunity to look at digital solutions to significantly streamline current processes, which is already happening in several parts of the country. Part of this is making it easier for hospitals and GPs to communicate, talk and share information about patients.

“The Secretary of State has already pledged to shift the NHS from analogue to digital. We welcome this ambition, and an important part will be making sure the health service has the right digital infrastructure in place to allow for the smooth flow of patients and information between different organisations from primary care and hospitals to community and mental health services.”

The GP Voice Survey, commissioned by RCGP to deliver the survey, received 2,190 responses from across the UK. 

It also revealed 56% of GPs said there were such fundamental inadequacies in their digital infrastructure they could not effectively exchange information with NHS trusts. If GPs are unable to easily share information with hospitals and other secondary care hubs it can lead to disjointed care and a poorer patient experience.

The RCGP said a crumbling estate can have a negative impact on the care patients receive, saying: “If consultation rooms are too small and cramped, or there aren’t enough of them, this not only provides a poor experience, but it also limits the number of team members a practice can employ and the appointments a practice can deliver in a day. “

It added: “These issues in physical and digital infrastructure are contributing to the unrelenting pressures facing general practice: GPs and their teams delivered over 27.6 million appointments last month – over 4 million more than in August 2019 – despite having fewer fully qualified full-time GPs than five years ago. The number of patients per fully qualified GP is now a staggering 2,280.”

Prof Hawthorne said: “This is all a major hindrance for GP teams, but it can have serious consequences for patients: those with lung conditions such as bronchitis or chronic asthma, for example, may well be hesitant to seek treatment if their local practice is riddled with damp and mould. Likewise, if ineffective IT hampers communication between primary and secondary care then patients may not receive the treatment they need as quickly as they need it. 

“Issues with GP infrastructure need to be addressed as a matter of urgency if we are going to rescue primary care. This is why we’re calling on the Government to dedicate at least £2 billion worth of funding to improve GP infrastructure – including IT systems – so GPs and their teams can do their jobs properly and our patients’ experience and access to care is no longer compromised.” 

Professor Lord Darzi has been tasked with leading a forensic examination about the state of the NHS and told to leave “no stone unturned and speak truth to power”.

In a searingly honest assessment about the magnitude of the job he inherited Mr Streeting said: “Anyone who works in or uses the NHS can see it is broken. This government will be honest about the challenges facing the health service, and serious about tackling them.

“I want a raw and frank assessment of the state of the NHS. This is the necessary first step on the road to recovery for our National Health Service, so it can be there for us when we need it, once again.”

The Department of Health and Social Care said: “Buildings and equipment across the NHS and general practice have been left to crumble, disrupting patient care and hindering staff.

“Our 10-Year Health Plan will set out how we build an NHS that is fit for the future, including through significantly improving primary care infrastructure.

“We are also committed to working with GPs to shift the focus of healthcare out of hospitals and into the community – fixing the front door to the NHS.”