November 2020: what have we been hearing?

Healthwatch Sheffield’s November 2020 briefing highlighted feedback about GP services, flu vaccinations, NHS dentistry, maternity services, mental health care, care home visiting and access to healthcare for Deaf people. Overall, feedback showed a mixed picture, with many residents praising the care they received while others reported difficulties accessing services, obtaining information and communicating with providers.

Feedback about GP services was divided between positive experiences of friendly, supportive staff and concerns about access. Many patients described long waits on telephone lines, appointment booking difficulties and problems accessing online systems. Some felt that face-to-face appointments were necessary but unavailable, while carers highlighted the importance of seeing the same GP consistently. Healthwatch noted that continuity of care was especially important for carers and people with complex health needs. Feedback on flu vaccination services was largely positive, with people reporting well-organised, Covid-secure arrangements and short waiting times.

Access to NHS dentistry remained an ongoing concern. People reported difficulties obtaining treatment for conditions such as gum disease and broken dentures, with some saying they had been unable to secure appointments for over a year. Participants often felt their needs were urgent, but were told otherwise by services and did not always receive telephone triage. The report suggested that clearer public information about what dental services could provide during the pandemic would help reduce confusion. Concerns were also raised about healthcare accessibility for Deaf people, including difficulties obtaining British Sign Language interpreters and receiving information in accessible formats.

The briefing also highlighted concerns about inpatient mental health services and care home visiting arrangements. Some mental health patients felt excluded from decisions about their treatment and reported not being listened to by professionals. Feedback from a survey of relatives of care home residents found wide variation in visiting arrangements, communication and opportunities to stay connected with loved ones. Many respondents said they received little information from care homes and felt restrictions were having a negative impact on residents' wellbeing. Overall, communication, involvement in decisions and access to appropriate support emerged as key themes across the services reviewed.