Podiatry Snapshot

Healthwatch Bolton undertook research on people’s experiences of NHS podiatry services following changes to eligibility criteria introduced in 2016. They gathered feedback from patients between June and December 2016, including people with diabetes, mobility problems, visual impairments and other long-term health conditions.

The report found widespread confusion about who was eligible for NHS podiatry services after the changes. Many patients reported that they had been receiving treatment for years before being told they no longer qualified, while others said they were unclear whether they remained eligible. Several participants felt communication about the changes had been poor and that they had not been given sufficient information about the reasons for the new criteria or how decisions were made. 

Patients also raised concerns about long waits between appointments and problems with the booking system. Some reported having to repeatedly contact the service to arrange appointments, experiencing longer intervals between visits than expected and receiving little information about when they would next be seen. People with diabetes were particularly concerned about the impact of delays on foot health and the risk of complications. Several respondents felt they were being encouraged to seek private treatment because of reduced NHS provision and difficulties accessing appointments. 

Healthwatch Bolton recommended publishing clear and up-to-date information about eligibility criteria, waiting times and relevant NICE guidance, and carrying out an urgent review of the appointment booking system. The report concluded that improved communication and a more reliable appointments process were needed to restore confidence in the service.