One in seven patients stuck in a GP referrals ‘black hole’
In 2023, Healthwatch researched how difficult the process of getting a referral can be. People described how they ended up trapped in referral 'black holes', left without updates about their care.
In a new follow-up report, we look at whether experiences of referrals have improved, and make recommendations to ensure referral processes work for patients and NHS teams alike.
Our key findings
- Over six in ten (62%) were satisfied with the referrals process.
- One in seven (14%) people ended up in a ‘referral black hole’
- Earlier referral leads to better experiences.
- Quicker referral confirmation leads to better experiences.
- The right information and choices lead to better experiences.
- Regular updates and support after referrals lead to better experiences.
- Earlier referral with quicker confirmation and better information and choice leads to almost universal satisfaction.
