April 14th 2025
A new report from the Health Services Safety Investigations Body (HSSIB) has found that people with long-term health conditions are being harmed by poor coordination between the NHS, social care, and other parts of the system. The report describes a system that is too complex and difficult for people to navigate. It finds that patients are often passed between different services with little support and that carers are left to do the hard work of joining up care.
A key finding is the lack of joined-up digital systems. Many care providers, GPs, hospitals and local authorities use different systems that do not work well together. This means that people have to repeat their story over and over again, because their information cannot be shared. The investigation found this is frustrating for patients and families and can lead to delays in treatment, duplication, and even serious mistakes.
One of the people in the report said that, after years of repeating their history to different professionals, they gave up trying to get help. Others said that services often made decisions without understanding the full picture, because they couldn’t see what other professionals had already done.
The report makes clear that better digital systems and easier ways to share information are needed urgently. It says that poor communication is a major risk to safety and that improving how we share information must be a priority.
A chance for social care to lead the way
Michelle Corrigan, Director of the Digital Care Hub, said:
“We have a real opportunity to speed up the pace of change, be ambitious and be positive.
Because digitisation has come later to the social care sector, we do not have the same technical debt issues as the NHS.
As a result, we can develop genuinely interoperable systems which work across providers, and link with NHS, local authority and other voluntary sector partners.”
The Digital Care Hub has called for long-term investment to make this vision a reality. As set out in our manifesto for digitisation in social care, we believe there are two urgent priorities:
- All care providers must have access to fast broadband and a digital social care record system that can work with NHS and other data systems.
- The Assured Solutions List must be expanded to include a wider range of software and data systems. Suppliers must also be required to build in interoperability, automation and cyber security.
It is also essential that care providers can demonstrate they meet strong data security standards. The Data Security and Protection Toolkit (DSPT) plays a vital role in this. It reassures NHS partners that adult social care services are handling data safely and responsibly, and helps to open up access to shared records and digital tools. This builds trust and makes information sharing smoother.
It’s very encouraging that take-up of the DSPT has grown rapidly. Just three years ago, only around 15% of care providers were using the toolkit. Today, over 75% have completed it. This shows the sector is ready and willing to engage with digital and to play its full part in integrated care.
It is possible – and it’s already happening
Although the HSSIB report highlights serious problems, there are also positive examples where information is being shared well between care providers and the NHS. Where systems are joined up, professionals can make faster, safer decisions with a clearer understanding of each person’s needs. Families don’t have to repeat themselves, and care is more consistent and personalised.
These examples show that it is possible to get it right. The challenge now is to spread what works and make it the norm, not the exception.
Now is the time to act
The HSSIB report also found that the way people access care, especially outside normal hours, is confusing and inconsistent. It recommends creating a single point of contact for patients – someone who can help them understand what support is available and guide them through the system.
The idea of a named care coordinator is already part of NHS plans, but the report says it is not happening often enough in practice. Without a clear contact, patients are left to manage complex needs on their own or with little support, which can lead to crisis situations and more expensive interventions later on.
The findings in the HSSIB report match what many in the social care sector have been saying for years. Lack of joined-up information, limited use of digital tools, and poor communication between services all have a direct impact on the lives of people needing care and their families.
But there is also hope. If we act now, social care has a real chance to lead the way in building modern, digital systems that are safe, secure and centred around the person.
Investing in digital care records, supporting the workforce to use them confidently, and insisting that systems must be able to talk to each other will all help to deliver better care. Making it easier for professionals to share information – with the person’s permission – means less repetition, faster decisions, and safer, more coordinated support.
The message from this report is clear: better integration is not just a ‘nice to have’. It is vital for safety. By working together across health, social care and the voluntary sector, and by making digital investment a shared priority, we can build a future where care is truly joined up.
Related links
Data Security and Protection Toolkit
Digital Care Hub Manifesto for digitisation in the adult social care sector
Photo by National Cancer Institute on Unsplash
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