Almost everyone has experience of interacting with NHS administrative processes and staff. This includes activities such as booking appointments, registering with a GP surgery and corresponding with NHS services in writing or over the phone. These processes are key in supporting the NHS to deliver care to millions of patients each week.

Although these processes can work well, patients’ experiences of NHS administration do not always meet expectations, despite the best efforts of staff. This can have a negative impact on people’s overall experience of using a service, and often comes at a time when they are already feeling anxious.

Together with The King’s Fund, Healthwatch Northamptonshire is carrying out a project to explore patients’ experiences of NHS administrative processes, as well as those of staff working in primary care settings – particularly general practice – to understand the practical realities and pressures they face. You can share your experiences at

If you would like to tell Healthwatch about your experiences and views at a focus group, over the phone or in writing please fill out the online form, call 0300 002 0010 or email