What we heard about healthcare
Healthcare is something we all rely on, but what happens when getting the care you need feels like an uphill battle? That’s what Healthwatch North Yorkshire set out to discover, by listening to over 1,000 people share their real-life experiences with GPs, hospitals, dentists, mental health services, and more.
The result? A mix of frustration, long waits, and barriers to care—but also praise for the hardworking healthcare professionals who are doing their best under tough conditions. Here’s what we found out
Read the full report:
Struggles with access: Long waits and barriers
GP appointments: The long hold and the longer wait
Many people told us they faced frustratingly long waits just to book a GP appointment. Some had to wait weeks—sometimes even months—to be seen. Others were frustrated by telephone appointments that didn’t happen when scheduled, or being asked to share personal medical details with receptionists just to get an appointment.
If GP access issues continue, people may avoid their GP and instead go to A&E more frequently, adding further strain to an already overstretched service.
But once people got through the door? Most were happy with the care they received.
Additionally, we have worked with GP practices, Healthwatch volunteers and patients to put together a guide to help people know their options, make the right decisions and get the most out of their appointments and care. Read the guide:
Hospital care: Delays, distance, and determination
Waiting times for hospital appointments, particularly in cardiology and ophthalmology, were painfully long—sometimes stretching over a year. Hearing aid fittings could take two to three years. A&E departments were also struggling, with long waits and chaotic triage systems leaving people feeling lost.
To make matters worse, many hospitals have relocated services to different parts of town, making transport a real challenge, especially for older and disabled patients.
If hospital access issues persist, people’s mental and physical health may deteriorate, leading to worse health outcomes. This can also affect their finances, employment, and social lives.
Despite these hurdles, the quality of care once inside the hospital was often praised. People recognised the dedication of hospital staff and their commitment to patient care.
NHS dentists: Continued struggle to access
If you’re struggling to find an NHS dentist, you’re not alone. People told us they felt lucky if they were already registered, but for those looking to join a practice? It was nearly impossible. Some people reported pulling out their own teeth because they couldn’t access treatment or afford to go private. Others had to travel miles just to get a check-up.
If poor NHS dental access continues, people might give up trying to see a dentist, leading to worsening oral health, which can negatively impact their overall well-being and mental health.
Those fortunate enough to have an NHS dentist, however, were overwhelmingly positive about the care they received.
Mental health services: Help too late
When it comes to mental health, waiting times were again a huge issue—especially for children and young people. Parents told us they were desperate for help, but were often sent emails with self-help techniques instead of real, hands-on support. Adults, too, struggled to access therapy, with some saying they were forced to go private because NHS sessions were too limited to be effective.
If mental health access issues continue, people’s mental health may deteriorate, increasing the likelihood of emergency A&E visits and crisis calls.
However, there is good news. The introduction of first-contact mental health practitioners at some GP surgeries meant quicker access to support for some patients. In addition, organisations and healthcare staff are being trained in trauma-informed care to help people who face(d) trauma, as well as complex emotional needs practitioners in place to help those living with mental health.
Read more about how the NHS is making mental health care better:
The digital divide: A blessing and a curse
More and more NHS services are going online, but this isn’t working for everyone. While some found it easier to book appointments and order prescriptions digitally, others—particularly older patients and those without internet access—felt left out.
For people in rural areas, poor broadband and phone signal made online healthcare options unreliable, further widening health inequalities. If there is an over-reliance on digital access, many people who cannot use digital technologies will also be excluded.
The hidden costs of healthcare
The cost-of-living crisis is affecting how people access healthcare in ways you might not expect. People told us they were skipping GP visits because they couldn’t afford the travel costs. Others were forced to buy their own medications because GP services were directing them to pharmacies instead of issuing prescriptions.
For those needing dental care, the financial strain was even worse. Some were saving up for months just to afford a single appointment, while others were forced to choose between paying for dental work and essentials like food and heating.
If the cost-of-living and financial barriers remain, health may deteriorate, leading to more severe health problems in the future that might have been avoided.
Communication issues: When patients feel left in dark
Good communication is the foundation of good healthcare. But many people told Healthwatch North Yorkshire that they felt ignored, dismissed, or simply not kept in the loop about their care.
- GP communication woes: Some patients felt like they were being passed from one doctor to another, with no continuity. Others struggled to get follow-up appointments or even basic information about their treatment. If people don’t get clear advice, they may not take their medication correctly or follow up on important tests—leading to worse health outcomes.
- Hospital confusion: Patients reported being given conflicting diagnoses by different doctors and not receiving discharge information promptly. When hospitals don’t communicate well with patients (or even with GPs), people are left feeling confused and unsupported.
- Mental health services: People seeking mental health support often faced delays and poor communication. Some were given therapy options that didn’t suit them, while others found that once they finally got an appointment, the help wasn’t effective. Poor communication here isn’t just frustrating—it can be dangerous.
The risk? When communication fails, patients don’t get the care they need, conditions worsen, and people lose trust in the system. In some cases, poor communication can lead to unnecessary emergency admissions, simply because patients don’t know what else to do.
That said, mental health practioners in some GP practices have been welcomed and are supporting people - all thanks to your feedback changing things!
Read more about this in our building bridges to better mental health report.
Accessible Information: Everyone has the right to receive information they understand
It’s not just about what’s being said—it’s also about how information is shared. If healthcare information isn’t accessible, some people are left out entirely.
- People who struggle to read or hear: Some patients with visual impairments or literacy difficulties still receive vital healthcare information via text or letter, making it hard for them to act on it. Others who are deaf or hard of hearing struggle to book appointments because they can’t make phone calls.
- Digital-only services: While online healthcare services work well for some, they leave others behind. Many elderly or rural patients reported difficulty using online GP systems, leading to missed appointments and delays in care.
The risk? If people can’t access information in a format that works for them, they may miss vital appointments or treatment. This deepens health inequalities, hitting vulnerable people the hardest.
However, there is some good news. NHS hospitals, North Yorkshire Council and GP practices have made some progress when it comes to improving accessible information. Learn more about this in our report:
Postnatal care: An important time for parents and babies
Bringing a baby into the world is overwhelming enough without some people feeling support could be better. Some new mothers in North Yorkshire reported problems with postnatal care (the care received at home and in the community after birth), particularly when it came to communication. In addition, they mentioned:
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Lack of in-person appointments: Many mums felt that phone or online check-ups didn't always meet their needs and they wanted more face to face communication. Their were concerns that developmental issues in babies may be missed if healthcare professionals aren’t seeing mums and their baby's in person.
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Missed opportunities for support: Some mothers said they struggled to build relationships with their health visitors, making it harder to open up about postnatal depression or concerns about their baby’s health. They wanted to see local baby clinics available as a way to meet other mums and talk with health care professionals about any concerns that they might have.
However, the good news is many mothers said their care was excellent; with praise for healthcare professionals and the value of going to mother and baby groups for support.
You can read more about mothers' experiences in our report, which shares some stories, highlights some positive experiences, as well as more detailed recommendations:
The good news: When care is given, it’s often excellent
Despite all these challenges, one thing was clear—when people finally received treatment, they were often full of praise for the healthcare professionals who looked after them. From compassionate GPs to dedicated hospital staff and supportive mental health workers, there are many people and services in our healthcare system and out in the community doing great work.
Healthwatch recommendations
NHS staff and services are doing their best in incredibly challenging circumstances. But they need more support. In addition to services improving accessible information and communication with patients (and between staff/services), we are calling on the Government and York and North Yorkshire Combined Authority (the local Mayor) to help:
- Increase funding for GP, hospital, dental, and mental health services so that waiting times are reduced and staff are properly resourced.
- Improve access to NHS dentists by reviewing contracts and making it more viable for dentists to offer NHS treatment.
- Expand mental health services, particularly for children and young people, ensuring timely and appropriate care is available.
- Support rural communities by improving healthcare transport links and ensuring people aren’t left behind due to poor connectivity, feeling isolated or unable to travel.
- Ensure digital services do not exclude those who are less tech-savvy by maintaining alternative ways to access care.
With the right investment and policy changes, we can ensure that patients, families, and carers receive the best healthcare possible.
