2026 Annual Survey results

Healthwatch Newcastle published its Annual Survey Results in March 2026 to help identify priorities for health and social care improvement for the 2026–2027 financial year. The survey ran for eight weeks and was promoted through social media and local engagement activities, receiving 282 responses from people who had used health or social care services in Newcastle within the previous 12 months.

Overall satisfaction varied by service. General Practice, Hospital services and Dentistry attracted the highest number of comments, both positive and negative. Pharmacies were the most positively rated service overall, receiving the highest number of “excellent” ratings and strong feedback for accessibility, knowledgeable staff and fast prescription turnaround. 

General Practice generated the most feedback, with respondents praising responsive staff, effective treatment when seen, and digital access improvements such as online forms and text messaging. However, a greater number of respondents reported difficulty getting appointments, long waits, rushed consultations, inconsistent quality of care, and problems with prescriptions or follow‑up for long‑term conditions. 

Hospital services received mixed feedback. Many respondents described very long waiting times, particularly in A&E, outpatient clinics, mental health services and autism-related care, with some reporting waits extending to months or years. Communication issues, such as cancelled appointments and lack of updates, were also common, although some respondents highlighted positive experiences involving caring staff, successful treatment and efficient specialist services. 

Access to NHS dentistry was a major concern. Many respondents reported being unable to register with an NHS dentist or secure appointments, leading some to pay for private dental care despite otherwise positive experiences with treatment quality. 

Physiotherapy services attracted predominantly negative feedback, with respondents citing long waiting times, limited access, reliance on phone assessments, poor follow‑up after hospital discharge, and the need to seek private treatment due to NHS delays. 

Mental health services were often described as slow and difficult to access in a crisis, with some respondents reporting a lack of meaningful support, although a small number valued help they had received from council or community mental health services. 

Services for autistic people and those with ADHD raised serious concerns about extremely long waiting times, lack of follow‑up and insufficient early intervention, with respondents describing waits of two to four years without meaningful contact.

Ambulance services and NHS 111 were generally rated positively by those who used them, particularly for quick responses and helpful staff, though a minority described inconsistency or poor experiences. 

Awareness of social prescribing was very low, with most respondents reporting that they did not know what the service was or had never heard of it. Social care feedback was mixed, combining positive comments about quality of care with concerns about cost, communication and delays. 

The respondent group was predominantly female and older, with the largest age groups being women aged 65–74 and men aged 55–64. Over half of respondents identified as White British, while a substantial minority identified as Asian, reflecting ethnic diversity among participants. Nearly half reported having a long‑term condition, around one fifth reported having a disability, and most respondents were not carers, although many unpaid carers took part.