Care home access to services

Healthwatch Wirral undertook a survey of care and residential homes during 2026 to understand how effectively healthcare services support care home residents. Responses were received from 23 care homes and covered experiences of GP services, dentistry, community and specialist services, Teletriage, hospital care at Arrowe Park Hospital, and North West Ambulance Service. Overall, care homes reported positive relationships with many frontline staff but identified significant concerns about access, communication, consistency and delays across the health and care system. 

The strongest feedback related to GP services, where weekly ward rounds, clinical support and responsive practitioners were highly valued. Teletriage and many community services were also viewed positively for their advice, responsiveness and continuity of care. However, homes reported difficulties accessing routine GP appointments outside ward rounds, long waits for specialist services and mental health support, delays in referrals, and ongoing challenges with medication management and communication. 

Dental care emerged as a major concern. Many homes reported being unable to register residents with NHS dentists, difficulties securing appointments, and a lack of domiciliary dental services for residents unable to travel. Significant concerns were also raised about hospital discharges from Arrowe Park Hospital, including poor communication, difficulties contacting wards, missing medication and belongings, inadequate discharge information and limited understanding of the needs of residents with autism, learning disabilities and dementia. 

Overall, Healthwatch concluded that care homes face persistent barriers in accessing coordinated healthcare support. Recommendations focused on improving communication between services, creating dedicated care home contacts, strengthening discharge processes, commissioning domiciliary dental services, improving medication management, enhancing mental health support and ensuring healthcare staff have a better understanding of care home environments and residents' needs.