England’s Complicated Health System Failing Patients with Long-Term Conditions, Report Finds

HSSIB report reveals patients face worsening health due to fragmented care and communication gaps

A new investigation by the Health Services Safety Investigations Body (HSSIB) has revealed that England’s health and social care system is so fragmented and difficult to navigate that it is directly harming patients—particularly those living with long-term conditions—and exhausting carers.

The report warns that patients are missing crucial appointments and facing delays or lapses in care due to the system’s lack of coordination. This lack of support is leading to more severe health deterioration, extended hospital stays, and a growing burden on healthcare services. Data shows that 41% of adults and 17% of children in England live with at least one long-term health condition.

One of the most pressing concerns raised is the repeated need for patients and carers to retell their medical histories to various providers due to poor information sharing between services. This disjointed approach leaves many feeling frustrated, overwhelmed, and increasingly disengaged from a system meant to support them.

Neil Alexander, a senior safety investigator at HSSIB, emphasized the emotional and physical toll this system failure is taking. “Our investigation highlights that if care is not properly coordinated, those with long-term conditions and their carers can suffer serious mental and physical harm,” he said. “The burden of navigating this system alone is pushing people to burnout and even driving some to give up on seeking help.”

According to the report, out-of-hours care is another weak point, with significant “information gaps” that leave healthcare providers without access to critical patient details when most needed. The current implementation of NHS care coordinators was also found to be inconsistent, prompting the HSSIB to urge government ministers to introduce a single point of contact for patients and carers.

In response, a spokesperson for the Department of Health and Social Care acknowledged the flaws in the system, stating that the new Labour government had “inherited a broken healthcare system.” Plans are underway to establish neighbourhood health centres, which aim to deliver community-based, coordinated care for people with long-term conditions in a single location.

The HSSIB concluded with strong recommendations for national reform, calling for better support systems, streamlined communication, and a more personalized care approach to reduce administrative burdens and restore public trust in the healthcare system.

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