The themes that impact people who find it harder to access healthcare
At Healthwatch, we believe that everyone should have access to the best possible health and care services. That’s why we’ve been working hard to understand what’s important to people locally. We gathered feedback from the community to help shape the future of our health and care services. Here’s what we found and what the NHS plans to do about it.
We listened to:
- people who live or access services in Craven.
- people who live in North Yorkshire but travel to West Yorkshire to access healthcare.
- people who live and use services in West Yorkshire.
What we did
Healthwatch North Yorkshire and local Healthwatch across West Yorkshire produced this briefing paper for the NHS West Yorkshire Integrated Care Board. This group meets regularly to share information about good practice, concerns and risks (and how to reduce these) across health and care services. Craven in North Yorkshire is part of this, so they asked us to be involved.
Why?
We wanted to make sure that people’s voices are heard in this meeting, so we pulled together this briefing paper, which brings together everything we are hearing from people locally. It focuses on the current themes along with the risks to people. The risks particularly focus on how the themes will impact people who find it harder to access services and people who are at greater risk of poor health (health inequalities).
"People need more communication about hospital waiting times, so they know they’re not forgotten about."
What we heard
- Access to GP appointments: Many people find it difficult to get a GP appointment. Whether it’s long waits on the phone or online booking systems that aren’t user-friendly, these barriers are causing frustration and delays in care. Some people, especially those who are homeless, find it nearly impossible to book appointments.
- Communication: Clear and effective communication is crucial. People need information in a way that’s easy to understand and accessible. Unfortunately, this isn’t always happening. For example, Deaf people have missed appointments because interpreters didn’t show up, and others have received information in formats they can’t read.
- Quality of care: While many people praised the compassion and professionalism of health workers, others felt misunderstood or even discriminated against. Consistency in the quality of care is a big concern.
- Digital access: Digital tools like apps can make accessing health services easier for some, but they can also create barriers for those who aren’t tech-savvy. Not everyone has access to the internet or feels comfortable using digital platforms.
- Waiting times: Long waits for hospital appointments and treatments are a major issue. This can affect people’s physical and mental health, as well as their work and social lives.
- Mental health support: Access to mental health services is a recurring problem. People often struggle to get the support they need, and the quality of care can vary greatly.
- Finding an NHS dentist: Many people are finding it hard to get an NHS dentist, especially those on low incomes. This is leading to poor oral health for some.
- Coordination of services: There’s a need for better coordination between different health services. People often have to repeat their information multiple times, which can lead to important details being missed.
Action planned
Based on your feedback, the NHS and Government is committed to taking the following actions:
- Improve access to GP appointments: The NHS will work on making it easier to book GP appointments, whether online or over the phone. They will also look at ways to support those who find it difficult to book appointments, like people who are homeless.
- Enhance communication: The NHS will ensure that all health services follow the Accessible Information Standard. This means providing information in formats that everyone can understand and making sure interpreters are available when needed.
- Ensure consistent quality of care: The NHS will focus on training staff to provide compassionate and respectful care to everyone. They will also work on reducing the pressure on health workers to improve the overall quality of care.
- Address digital exclusion: The NHS will provide non-digital options for accessing health services to ensure that everyone can get the care they need, regardless of their digital skills.
- Reduce waiting times: The NHS will look at ways to reduce waiting times for hospital appointments and treatments. They will also keep patients informed about their wait times to reduce anxiety and uncertainty.
- Improve mental health support: The NHS will invest in mental health services to ensure that everyone can access the support they need. They will also focus on providing compassionate and trauma-informed care.
- Increase access to NHS dentists: The NHS will work on making it easier to find an NHS dentist, especially for those on low incomes.
- Better coordination of services: The NHS will improve the coordination between different health services to ensure that patient information is shared effectively and that care is seamless.
Read the full report
"I was made to feel important, my views and opinions mattered, and I was able to express myself."
Get involved - share your views
We get it – being asked to leave feedback can be a bit annoying, especially when you’re busy or just want to get on with your day. But here’s the thing: your feedback really does make a difference.
When you share your experiences with us, whether they’re good or not-so-good, you help us understand what’s working and what needs to change. It’s like giving us a roadmap to improve health and social care services for everyone.
So next time you see a feedback form or get asked for your thoughts, remember that your voice matters. You’re helping to shape a better, more inclusive health and care system. And for that, we can’t thank you enough.
Got something to share? We’re all ears!
