The themes that impact people who find it harder to access healthcare

This West Yorkshire quarterly insight report brought together feedback collected by local Healthwatch organisations across Bradford, Calderdale, Kirklees, Leeds, North Yorkshire and Wakefield between April and June 2024. The strongest themes were difficulties accessing GP appointments, communication problems, long waits for treatment, digital exclusion and challenges accessing NHS dentistry. People frequently described barriers to booking appointments online or by phone, difficulties obtaining face-to-face GP appointments and concerns that health inequalities were making access even harder for some groups, including people experiencing homelessness. 

Communication was a major issue across services. People valued clear, compassionate communication and positive examples of staff taking time to explain treatment and involve patients in decisions. However, feedback highlighted failures to meet communication needs, including problems accessing British Sign Language interpreters, appointments being cancelled without sufficient notice and people not receiving timely updates while waiting for treatment. Patients often reported having to chase information themselves.

Long waiting times for hospital treatment, ADHD and autism assessments, mental health support and urgent care were common concerns. Many people felt their physical and mental health worsened while waiting and said they received little communication about delays. Digital access generated mixed feedback; while some people welcomed online systems and the NHS App, others found digital-only approaches created barriers, particularly for older people, disabled people and those experiencing multiple disadvantages. Access to NHS dentistry continued to be a major challenge, especially for people on low incomes who could not afford private treatment. 

The report identified several risks, including people delaying seeking healthcare because of difficulties accessing GPs, worsening health inequalities linked to digital exclusion, deterioration in health due to long waiting times, and increasing pressure on unpaid carers. Positive examples of care consistently reflected good communication, compassion and coordination, with patients valuing services where staff listened, kept them informed and treated them with kindness and respect.