The extent and impact of inaccurate NHS patient records
Accurate patient medical records are crucial to delivering effective and efficient care. Healthcare professionals rely on medical records to support them in providing patients with the treatment they need.
Earlier this year, Healthwatch England reviewed recent feedback on patient records and found people reporting alarming issues with medical records.
To estimate the extent to which inaccurate records are widespread, they commissioned BMG Research to conduct a nationally representative survey of 1,800 adults between 24 and 27 March 2025.
Concerningly, it was found that nearly one in four (23%) adults have noticed inaccuracies or missing details in their medical records before. It is unclear how many of these individuals have since been able to correct their records, though patient feedback indicates that correcting records can be a long and/or difficult process.
Accurate information about patients in the NHS is essential. Inaccurate information can, in extreme cases, result in serious harm or even death.
What have we heard from people in Brighton and Hove about this issue?
"I cannot make appointments with a Dr as my surgery does not allow the NHS app to access my records so I can't book through there."
"I’m a disabled student. I asked my GP to complete a DSA form and provide evidence of my disabilities and diagnoses. They did this but gave an envelope containing all this data to the wrong patient - who took it home and then returned it."
"I've received a hard copy letter from the neuro consultant but this hasn't been uploaded to my My Health and Care Record. This has happened several times and I question the value of the service if info isn't added and a full health record isn't maintained."
"My (now ex) GP transferred my records in 2013 and completely deleted my record of major brain surgery in 1988."
"How can my husband query a diagnosis on his medical records please? He's recently seen COPD on an x-ray report, but he's not been told that he has COPD. He feels that they may have mixed it up with me as I have COPD, and the same address."
"I have allergies but they are not recorded on my medical records."
We also heard from a patient who was seeking support on how to ask NHS GP to amend their medical records. The records in question are held with Primary Care England due to patient no longer being resident in the country.
We heard from a patient who required a double hip operation. His heart condition was not shared with a private provider, resulting in his operation being cancelled twice (as they could not provide intensive care support should it be required). The patient was understandably angry at what they considered to be incompetence and poor communication between providers/services but he also questioned why his full health care record was not shared.
Caller has moved GP practice and in that process they have no records of their hospital appointments/ consultations regarding his osteoarthritis diagnosis.
What needs to happen?
Healthwatch England's research suggests that many people have inaccuracies in their medical records and that, for many of these people, this negatively impacts their healthcare and beyond. Moreover, their research only highlights the people who have noticed inaccuracies in their records. Healthwatch England cannot say how many more people may have inaccurate records but do not know about it.
It should be noted that inaccuracies are often due to human error. This is understandable when stretched and hardworking staff are under significant pressure. Ultimately, improving the working culture and conditions in services will help address some of the issues we have identified.
However, three clear actions could also improve the situation.
- Better record keeping. These stories and figures highlight the urgent need for improved record-keeping practices. This could be achieved by promoting relevant guidance and regulations by professional regulators, as well as better interoperability to ensure records are shared effectively. The government’s ambition to have a single patient record should help address this.
- Promotion of people’s rights to get records amended. People's right to do this needs to be clearer, along with the legal reasons why services may still have to retain a record of contested information. It is also important to make more people aware that they can complain to the NHS or the Information Commissioner’s Office.
- Clearer guidance for patients about how to change incorrect records. People told us how difficult it is to amend or remove inaccurate information in their records.