2. Admin matters!
Admin, paperwork, back office procedures – whatever you call it, it sounds rather dull, and is little studied. But as research from National Voices, King’s Fund and Healthwatch England shows, NHS admin plays a central role in determining the quality of any individual’s encounter with health and care services.
If we really are to “build back better“, recognising the importance of admin and improving the way that internal systems support both patients and frontline staff is going to be key.
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