Key issues from August 2021

Healthwatch Sheffield’s August 2021 briefing summarised feedback about access to health and social care services across the city. Recurring themes included difficulties getting GP appointments, challenges accessing NHS dentistry, concerns about mental health support and barriers to obtaining clear information about available services. While many people shared positive experiences, others reported significant obstacles when trying to access care. 

Feedback about GP services was mixed. Of the 28 experiences shared, many people described care as supportive, efficient and responsive, including examples of same-day appointments and GPs advocating on behalf of patients. However, difficulties getting through on the telephone remained a common complaint. Patients also expressed mixed views about the ongoing use of telephone appointments, with some valuing the convenience while others felt face-to-face consultations were important for building relationships and discussing concerns. Some respondents questioned the increasing role of reception staff in triage processes and felt medical discussions should be handled by clinicians. 

Hospital feedback was generally positive regarding the quality of treatment and staff attitudes, but practical issues were highlighted. Patients reported problems such as a lack of seating in A&E, confusing signage, difficulties accessing lifts and poor communication when appointments were running late. Relatives also raised concerns about communication from hospitals, particularly around updates on patients’ conditions and treatment plans. Mental health feedback included concerns about limited support once treatment programmes ended, difficulties accessing the most appropriate type of support and frustration when planned contact from services did not happen as expected.

Access to NHS dentistry continued to be a growing concern, with people reporting difficulties obtaining appointments for both routine and urgent problems. Some described experiencing pain, difficulties eating or concerns about worsening dental issues while being unable to access treatment. The briefing also highlighted wider issues around access to information, particularly for people who cannot easily read written information or who need clear advice about healthcare entitlement and available services. Healthwatch concluded that while many people continued to receive good care, barriers relating to access, communication and information remained significant concerns across the health and care system.