New research has revealed that inefficiencies in NHS processes cost staff an average of five extra hours per week, equating to a staggering 7.5 million hours lost across the workforce weekly.
The findings come from the 2025 UK Public Sector Efficiency Survey, conducted by software company Appian in partnership with Coforge. The study, which surveyed 1,000 UK public sector workers, including 242 NHS staff, highlights significant challenges in productivity.
System Failures and Bureaucracy Hampering NHS Efficiency
A remarkable 95% of NHS respondents reported facing inefficiencies in their day-to-day work, with the most common obstacles being:
- Manual and repetitive tasks
- Immediate operational pressures forcing reactive rather than proactive decision-making
- The need to access multiple outdated systems to input or retrieve the same data
- Insufficient training and support for new technologies
A further 93% of NHS staff said their organisation struggled to adapt its processes, especially when balancing productivity with shifting service demands and policy changes.
The study follows the 2024 Darzi Report, which revealed that NHS productivity has declined by at least 11.4% since 2019. In contrast, other sectors have progressed significantly in digital transformation, highlighting a widening efficiency gap.
Legacy IT Systems Causing Service Disruptions
Outdated technology remains a major barrier to NHS productivity. A 2025 report from the Department for Science, Innovation and Technology (DSIT) found that NHS England suffered 123 critical service outages last year due to ageing IT infrastructure.
“With elective care waiting lists at an all-time high, improving productivity is an urgent priority,” said Peter Corpe, UK Public Sector Industry Leader at Appian. “NHS workers are battling legacy technology, and they are being asked to manually bridge the gaps between these outdated systems. This only worsens inefficiency.”
AI and Automation Could Offer a Solution
Despite these challenges, NHS staff are optimistic about the potential of AI and automation to improve efficiency.
- 64% of NHS workers expressed confidence that AI could enhance service delivery.
- 69% believe automating repetitive tasks would make their jobs easier and improve patient outcomes.
- 95% of staff already using workflow automation tools reported improvements, including better productivity, communication, and consistency.
According to Coforge, a long-standing Appian partner, AI and automation are already reducing processing times from hours to minutes, cutting costs, and improving efficiency in public sector organisations.
“Modern AI and automation technologies are transforming complex government processes into streamlined digital workflows,” said John Speight, Coforge’s Chief Customer Success Officer.
Government Backs AI for Public Sector Reform
The government recently unveiled its AI Opportunities Action Plan, pledging to modernise public sector infrastructure, including NHS systems.
“The government is clear in its mission to automate processes,” said Corpe. “AI adoption is no longer a question of if, but when. And NHS workers are ready for change.”
Appian, which specialises in process orchestration and automation, is positioning itself as a key player in this transformation. “Every NHS organisation relies on processes,” Corpe added. “By embedding AI in these processes, we can improve service delivery and patient outcomes, ensuring the NHS runs smarter, not harder.”
For more details, visit https://www.appian.com.