Have your say: Annual survey

The Have Your Say Annual Survey – March 2026 report presents findings from Healthwatch South Tyneside’s engagement with local people about their experiences of health and social care services. The survey was designed to capture feedback from people who are less likely to proactively contact Healthwatch, ensuring a broader range of voices were heard. 

Healthwatch South Tyneside engaged with 310 people across 21 community groups and settings, with 128 surveys completed face-to-face and an additional 123 pieces of feedback collected via telephone, email, and the website between April 2025 and February 2026. Participants were asked open-ended questions about recent experiences of care, what worked well, what could be improved, and whether professionals asked about mental health alongside physical health. 

The services most frequently discussed were GP practices, hospitals and A&E departments, and dental services. Difficulties accessing GP appointments dominated the feedback, with many respondents describing problems getting through on the phone, long waits for appointments, reliance on online systems such as eConsult, and limited availability of face-to-face appointments. Waiting times of two to 25 days were reported by some patients, and several expressed frustration that appointments were too short to address complex or multiple issues. 

Despite these challenges, some GP practices received strong positive feedback. These services were praised for accessibility, continuity of care, staff kindness, and effective appointment systems. 

Hospital care generated largely positive feedback, especially regarding staff compassion, professionalism, cleanliness, and quality of clinical care in inpatient, outpatient, and diagnostic services. Ambulance services and follow-up care were also praised. However, concerns were raised about long waiting times in A&E, with some respondents reporting waits of up to 20 hours, and about pressures linked to staffing levels. 

Dental care feedback was overwhelmingly negative, with most respondents reporting significant difficulty accessing NHS dentists, long waiting lists, and the need to travel outside the borough. Many described dental access as unaffordable or unavailable, reflecting ongoing local and national challenges. 

Pharmacies were generally viewed positively, with many participants describing them as accessible, informative, and helpful, particularly for minor illnesses and referrals. A small number of respondents raised concerns about communication errors between GP practices and pharmacies. 

Other services discussed included mental health support, home care, care homes, palliative care, hospital transport, and community services. Feedback in these areas was mixed but included strong praise for specialist teams, carers, hospices, and family support services, alongside isolated concerns about quality and communication in some care providers. 

Only a minority of respondents reported being routinely asked about their mental health during healthcare appointments, despite many having ongoing mental health needs. This was identified as a gap that could be addressed through more preventative and holistic approaches to care. 

Overall, the report concludes that public feedback in 2026 was more positive than in recent years, particularly regarding hospital care and pharmacies. However, access to GP appointments, NHS dental provision, A&E waiting times, and the routine consideration of mental health remain key areas for improvement. Healthwatch South Tyneside recommends sharing best practice among GP practices, expanding appointment access methods, promoting pharmacy services, increasing awareness of emergency dental provision, and strengthening attention to patients’ mental health during consultations.