More than a quarter of NHS staff spend over 10 hours a week on administrative tasks, with duplicated processes and IT issues continuing to erode productivity across the health service, according to new research commissioned by NHS Shared Business Services (NHS SBS).
The YouGov study found that 28% of NHS employees spend more than 10 hours each week on administration alone, equivalent to more than a full working day. Extrapolated across the NHS workforce, that represents around 430 million hours every year, or the equivalent of 220,000 full-time roles.
The findings highlight the scale of the opportunity to improve productivity through better-integrated operational systems and streamlined processes. While not all of this time can be recovered, reducing duplication, manual workarounds and inefficient administrative tasks could release significant capacity for patient care, decision-making and service improvement.
The research examined the day-to-day operational pressures that sit alongside clinical and professional responsibilities, including administration, duplicated processes and managing problematic IT systems.
More than nine in ten NHS staff said they spend time each week dealing with inefficient or duplicated processes (92%) and IT system issues (92%).
Among those affected, 87% reported at least one negative impact on their work or wellbeing. More than half (51%) said these challenges increased stress levels or contributed to burnout.
The knock-on impact on patient services is also significant. More than a third (34%) said administrative burdens reduced the time available to spend with patients or service users. Three in ten (30%) reported regularly staying late or working beyond contracted hours, while a quarter (25%) said it delayed decision-making.
The findings reinforce the growing consensus that modernising operational infrastructure is critical to improving staff experience, increasing efficiency and protecting valuable patient-facing time.
When asked what changes would make the biggest difference, NHS staff overwhelmingly favoured greater integration and standardisation across services.
Two-thirds (67%) said more joined-up operational systems and processes across NHS teams and organisations would improve productivity. More than half (56%) identified greater standardisation of systems and processes, while 45% wanted more reliable operational platforms. Just over a quarter (26%) highlighted the benefits of automating routine administrative tasks.
These findings suggest NHS organisations are increasingly looking beyond frontline technology investments and focusing on the operational systems that support healthcare delivery.
The research also explored how staff would use any time freed up through better systems and processes.
Almost a third (29%) said they would dedicate more time to their core professional responsibilities. A further 22% said they would spend additional time with patients or service users, while 16% would focus on service improvement initiatives or tackling backlogs.
Taken together, almost two-thirds of respondents said they would reinvest time savings directly into frontline work, patient care or improving services.
The research follows the publication of Futureproofing the NHS: The Case for Transforming Corporate Services for Innovation and Productivity, which argues that strengthening operational functions such as finance, procurement, payroll, HR, workforce systems and operational data is essential to achieving sustainable improvements in patient care and productivity.
As the NHS enters a period of significant reform and digital transformation, NHS SBS believes the findings demonstrate the importance of ensuring technology investments are supported by effective operational infrastructure.
Erika Bannerman, Managing Director of NHS Shared Business Services, said:
"NHS staff are navigating significant change while continuing to deliver for patients every day. This research highlights the opportunity to reduce administrative burden and provide people with better tools, simpler processes and more joined-up systems.
"By freeing up valuable time, we can support not only better patient care and service improvement, but also greater investment in training, skills and workforce development. At a time when the NHS is transforming, giving people the capacity to learn, grow and adapt will be just as important as the technology itself in building a stronger, more sustainable health service for the future."
NHS SBS says the research points to three practical priorities for national, regional and local NHS leaders:
- Protect staff time by reducing avoidable administrative burden and duplication.
- Modernise operational infrastructure through reliable, joined-up systems, common standards and targeted automation.
- Maximise value from public investment by expanding proven shared service solutions while supporting local priorities and innovation.
Image credit: iStock
