Beyond ‘bad admin’ exploring what great admin looks like and how it can be achieved

Beyond ‘bad admin’ exploring what great admin looks like and how it can be achieved Most of us know what ‘bad’ admin looks like in the NHS – appointment letters arriving late, not being able to make or change an appointment, or a referral getting lost. But what does ‘great’ admin look like? Great admin is often hard to see and tricky to describe. It's designed to be invisible – often operating behind the scenes – smoothing the processes that enable patients, staff, information and equipment to all be in the right time and place. Great admin just works, and it works for everyone. The King's Fund