2026 Annual Survey results

Healthwatch Gateshead undertook a survey to help determine their priorities for 2026/27.   A total of 237 people responded, providing feedback on a wide range of services including general practice, dentistry, hospitals, pharmacies, mental health services, and social care.

General practice, dental services, and hospitals were the most commonly discussed services. General practice received both the highest number of responses overall and the highest volume of negative feedback, with many respondents reporting difficulty getting appointments, unclear booking systems, administrative delays, and concerns about symptoms being dismissed. Dental services were also a major concern, with many people reporting an inability to register with an NHS dentist, long waits for treatment, high costs, and accessibility issues for disabled patients. Hospital services generated mixed feedback, with praise for staff kindness and care alongside concerns about long waiting times, missed appointments due to late letters, and poor communication between hospitals and GP practices. 

Ambulance services were generally rated positively, although some respondents expressed concern about long waiting times and confusion regarding choice of hospital destination. Pharmacy services received the most positive feedback overall, with many respondents highlighting excellent advice, good communication, and support with minor illnesses, although a small number reported delays in receiving prescriptions. 

Mental health services were rated very poorly by all respondents who commented on them, with recurring issues including long waiting times, lack of communication, fragmented services, and difficulty knowing who to contact. Physiotherapy services also attracted exclusively negative feedback, with respondents citing long waits, inadequate assessment, and delays caused by missing or incomplete records. Services for people with autism or ADHD were criticised for long assessment waiting lists and insufficient support, particularly within education settings, although one respondent reported positive support from a specialist adult service. 

Very few respondents had used long COVID services, sexual health services, social care, or social prescribing. Where comments were provided, they highlighted poor communication in sexual health services, inadequate social care provision, and widespread confusion about what social prescribing is and how it can be accessed. 

The demographic data shows that most respondents were female and older adults, particularly those aged 65 to 74. The majority of respondents identified as White British, and over a quarter reported having a disability, while nearly half said they had a long-term condition. Most respondents were not carers, though a significant minority provided unpaid care. These demographics suggest that the findings largely reflect the experiences of older and long-term service users. 

Overall, the survey highlights ongoing challenges with access to GP and dental services, long waiting times across multiple services, and poor communication within the health and care system. At the same time, it shows that community pharmacies are highly valued and that positive staff attitudes can significantly improve patient experiences. The findings are intended to help Healthwatch Gateshead identify priorities for engagement and influence improvements in local services during the 2026–2027 financial year.