GPs are spending up to a third of their time on paperwork and navigating NHS bureaucracy, according to a joint report from the Patients Association (PA) and the Royal College of General Practitioners (RCGP). 

The report describes general practice as “the front door to the NHS” but warns that too many patients feel they are “opening the door to a maze.”

It says administrative and procedural barriers to care can be confusing and demoralising, particularly for people with long-term conditions and accessibility needs. GPs reported that time spent helping patients navigate the system could be better used delivering clinical care.

Both patients and GPs described accessing services as a maze of dead ends and detours, with both groups facing similar challenges in an increasingly complex system.

Quarter of Workload on Admin

A recent RCGP survey found that around a quarter of GPs’ workload is spent on administrative tasks or bureaucracy that does not improve patient care or outcomes.

GPs reported spending significant time chasing referrals and dealing with poor interoperability between primary and secondary care IT systems. More than half (54%) said their IT system’s capacity was not fit for purpose. 

Research published last year by the King’s Fund found that 64% of patients experienced at least one administrative or communication problem when using the NHS, such as missing test results or unclear next steps.

An Ipsos poll conducted for the Health Foundation in December found that 48% of people had delayed or avoided contacting their GP practice about a health concern in the previous 12 months, mainly because of perceived access challenges. Improving access to general practice and to A&E ranked among the public’s top priorities.

Shared Goals, Political Tensions

Launching their joint campaign, the RCGP and PA said it reflected “the shared goals of patients and GPs.” They called for both groups to act as equal partners in designing simpler, user-friendly systems that would allow patients to see key information about their care.

However, the latest Office for National Statistics figures show that in January, 76.8% of people reported being satisfied with the ease of contacting their GP.

The Department of Health and Social Care said the government was “fixing the front door to the NHS.” It added that general practice must be “properly resourced, attractive as a career, and able to deliver high-quality, continuous care for patients not just now, but for generations to come.”

The department said it had recruited more than 2000 GPs in the past year, provided a £1.1 billion funding boost to primary care, and expanded online booking to ease pressure and improve access.

Under the 2026–27 GP contract, due to take effect on 1 April, practices will receive a £485 million uplift in government investment as part of plans to shift more care from hospitals into the community. The government has also committed to ring-fencing and redirecting nearly £300 million of existing funding into GP practices, including recruiting additional GPs or increasing sessions for current staff.

The British Medical Association, however, said the commitments had left GPs “reeling over unrealistic expectations.” It warned that general practice was “critically endangered.”

Medicolegal Risks and Burnout

Dr Luisa Pettigrew, senior policy fellow at the Health Foundation, told Medscape News UK that the joint report echoed recent polling on access concerns.

“Persistent access barriers risk patients going without necessary care and undermine government ambitions to shift services towards prevention and community-based support,” she said. She called for sustained investment, improved recruitment and retention, and policies that support continuity of care.

Dr Pallavi Bradshaw, medical director at the Medical Protection Society (MPS), said pressures linked to NHS administration could also “create fertile ground for medicolegal issues.”

GPs were working “tirelessly in the face of a range of challenges,” she told Medscape News UK. Supporting patients who were “stuck in the NHS maze” could result in preventable delays and uncertainty. 

The pressures were also contributing to abuse towards practice staff, burnout, and mental well-being concerns. MPS survey data show that 62% of GPs frequently feel exhausted or burned out, and the same proportion report pressure to work extra hours.

“The need for a comprehensive NHS workforce plan focusing on both recruitment and retention of GPs is becoming ever more pressing,” Bradshaw said.

Dr Sheena Meredith is an established medical writer, editor, and consultant in healthcare communications, with extensive experience writing for medical professionals and the general public. She is qualified in medicine and in law and medical ethics.