A new Healthwatch England survey shows that 14% of GP referrals for specialist care are delayed, lost, or rejected, leaving thousands of patients waiting indefinitely for treatment
A new report from Healthwatch England urgently warns that countless patients are slipping through widening cracks in the NHS referral system. The watchdog highlights that some GP referrals for specialist care never reach specialists, resulting in alarming delays and dangerous care gaps and raising serious doubts about the effectiveness of the NHS process.
One in seven is stuck between their GP and the hospital team
The research revealed that one in seven patients (14%) have been stuck between their GP and hospital teams, often due to delays in referrals being sent, lost, rejected, or never sent
Alarmingly, seven in ten of this group (71%) only realised they had not joined a waiting list for specialist care after repeatedly chasing NHS teams themselves, highlighting an urgent oversight in patient management.
The poll, which included 2,622 adults in England referred by their GP for specialist tests or treatment in the last year, suggests that quicker referral confirmations, clearer communication, and greater patient choice significantly improve people’s satisfaction with the referral process.
Analysing GP satisfaction levels
The survey sought out how respondents felt about their GP’s referral system, highlighting varying opinions.
Almost one in four respondents were dissatisfied with the referral process. However, 62% were satisfied with the process, rising to 67% when people were referred between their first and third GP appointments.
Furthermore, satisfaction increased to 88% when hospital teams accepted referrals within a week and to 83% when people received all the required information.
Satisfaction rose to 77% when people were given a choice of hospital location, consultant, or time, and to 98% when they had all four.
The poll also found that 14% of people returned to their GP after a delayed or unsuccessful referral. Seven in ten delays and one in ten rejections were uncovered when patients pursued updates, suggesting the figure could be higher.
Chris McCann, Deputy Chief Executive at Healthwatch England, said: “GP referrals are the gateway to specialist care, and that’s why healthcare leaders need to take action to ensure they work for everyone.
“Behind every delayed, lost, or rejected referral is a human story of pain, stress, and uncertainty. And while improvements have been made, too many people remain stuck in the referral ‘black hole’, telling us they’re ‘existing, not living’ due to delays.
“Simple steps, such as quicker GP referrals, faster hospital confirmations, and better communication, would ensure people don’t bounce back to busy GP teams and improve their safety and experience.
“We call for a referrals checklist with clear responsibilities across NHS teams, accurate waiting time estimates, and rapid implementation of Jess’ Rule to ensure patients are referred when health issues remain unresolved.”
