MK Health Check-In: patient perspectives

Between October 2025 and January 2026 Healthwatch Milton Keynes ran a MK Health Check-In Survey. The survey was designed to gather insight into residents’ experiences of accessing health and social care services in Milton Keynes, at a time where digital access to appointments has been embedded within General Practice. The survey combined structured questions with free-text responses to capture both the prevalence of common issues and the lived experience behind them.

Access to services was the most consistent and widely-reported challenge. Over half of respondents identified long waiting times and lack of available appointments as major barriers, with booking processes also frequently cited. These issues described by residents were experienced as interconnected pressures at the point of entry into care. Free-text responses highlighted that repeated difficulty accessing appointments can lead to residents delaying contact, managing symptoms independently, or disengaging after several unsuccessful attempts. This pattern could suggest the presence of unmet needs that may not be fully visible through activity or performance data alone.

When asked what would make it easier to get support, the most common response related to improving referrals to other services residents described uncertainty following referrals, delays without updates, and lack of clarity about next steps or responsibility for follow-up. This indicated that for residents, challenges did not end once they had accessed services. For many respondents, the difficulty lay in navigating onward pathways, particularly where communication was limited, demonstrating that care coordination and follow-up are a significant part of how care is experienced.

Experiences of digital access were mixed. Some respondents reported that online systems improved speed and convenience. Others, particularly older residents, carers and people with disabilities, described confusion, lack of reassurance, or uncertainty when digital requests did not result in clear outcomes. Several free-text responses highlighted concerns about knowing what to do if a digital request was declined or closed. These findings point to the importance of clarity and supported alternatives alongside digital routes.

Communication was a recurring theme across free-text responses. Residents reported increased uncertainty and frustration where there were long periods without updates, where results were provided without explanation, or when appointments were cancelled without notice. Continuity with a known professional or team was associated with greater confidence and understanding, even where waiting times remained. This was particularly evident for people managing long-term conditions and mental health needs.

When asked about mental health support, most respondents reported feeling comfortable discussing their mental health with professionals. However, free-text responses indicated that this comfort is conditional and influenced by trust, time to listen, previous experiences of care and concerns about what might follow disclosure. Some respondents described hesitating to raise mental health concerns due to fear of being dismissed, concerns about confidentiality, or uncertainty about how information would be used. These factors affect both whether and when people choose to engage with mental health support.

Taken together, the survey findings show that many residents adapt their behaviour in response to access barriers and uncertainty, rather than raising concerns or complaints which may impact the visibility of issue to planners and decision-makers. This includes delaying care or relying on informal support, particularly among older people, carers and those with long-term needs. The findings provide contextual evidence to inform neighbourhood-based and system-level planning, highlighting the importance of access, coordination, communication and continuity as they are experienced in practice. They also underscore the value of combining quantitative data with lived experience to understand how system pressures translate into resident behaviour and outcomes.