Stay well Barnet campaign

The Stay Well Barnet Campaign was delivered by Healthwatch Barnet in partnership with the North Central London Clinical Commissioning Group between January and May 2022. The campaign aimed to help residents stay well during winter, improve understanding of how to access appropriate NHS services, and increase awareness of changes to primary care and local healthcare pathways. 

The campaign achieved extensive community reach through a combination of outreach events, information sessions, social media activity and partnerships with local organisations. Healthwatch Barnet reported reaching around 10,000 people through social media, attracting 13,000 website visitors, holding 45 community engagement sessions, distributing thousands of leaflets in multiple languages, and gathering feedback from 575 residents. The campaign particularly targeted older people, ethnic minority communities, carers, refugees, young people, faith groups and other underrepresented populations. 

A major focus of the campaign was raising awareness of NHS 111. Feedback was generally positive, with many residents valuing the service's 24-hour availability and its ability to direct patients to appropriate care. Parents and carers particularly appreciated the reassurance it provided during urgent situations. However, some people felt NHS 111 was less effective for individuals with complex or long-term conditions, and there appeared to be confusion about referral pathways and links with other NHS services. 

The campaign also promoted awareness of the Extended Access Service, which offers evening and weekend GP and nurse appointments. Most people welcomed the availability of these appointments, but many were unaware that the service existed. Even some voluntary and community sector workers had little knowledge of the service. Where residents had used it, experiences were generally positive, although some reported being offered appointments at locations that were unnecessarily far from home.

Many participants praised the Edgware and Finchley Walk-in Centres, describing them as accessible, efficient and staffed by professionals who provided a high standard of care. Several respondents considered them among the most effective local NHS services. 

Feedback regarding A&E services was more mixed. Some people reported that appointments arranged through NHS 111 were not always recognised by hospital staff and that they occasionally felt dismissed when presenting at urgent care services following NHS 111 advice. 

The campaign highlighted significant concerns about GP services. Many residents reported difficulties accessing appointments through digital and telephone-based systems, which they viewed as confusing and exclusionary. People without internet access or digital skills often struggled with online registration systems and appointment booking processes. Some respondents also expressed dissatisfaction with the attitudes of reception staff, while others reported difficulties obtaining repeat prescriptions or timely support for ongoing health conditions.

The report identified particular challenges faced by Eastern European communities. These included requests for proof of address when registering with GPs, limited access to interpreters, low digital literacy, long waiting times for NHS services and poor access to dental care. Healthwatch noted that many people within these communities were self-treating health issues at home before approaching NHS services. Approximately half of those engaged were reluctant to discuss vaccination.

Case studies collected during the campaign illustrated the real-life impact of service access difficulties. These included individuals turning to private healthcare after delays in NHS treatment, people struggling with digital healthcare systems due to limited technology access, and patients experiencing challenges contacting their GP during periods of acute illness. 

Overall, the report concluded that residents valued services such as NHS 111, extended access appointments and walk-in centres when they knew about them, but awareness was often low. Key issues identified included poor public awareness of available services, barriers created by digital healthcare systems, inconsistent patient experiences across services and continued challenges faced by people from minority and migrant communities in accessing healthcare.