Annual conversations and annual survey report 2023

Healthwatch Northumberland undertook annual conversations and a survey in 2023 to obtain more detailed feedback on health and social care services and find out what was important to people in Northumberland. They spoke to 325 people.

care sector and appreciate that feedback should therefore be considered within this wider context. Across all feedback, issues of access to services dominated, particularly GP services. Many people had concerns about the ability to get appointments, around the type of appointment, waiting times for appointments or access to book an appointment via telephone booking systems.

For some older people and those whose first language is not English, additional difficulties were encountered with online or telephone systems. Due to difficulties in access, we heard that many were feeling put off seeking help or alternatively left feeling like a nuisance for seeking help. T

Those praising GP services were pleased with generally being able to get an appointment, the speed of access and/or treatment and overall were positive about the individual qualities of staff or the service. Similarly, hospital services feedback was dominated by positive and negative comments around access with people mentioning timing of routine appointments, surgery or waits in A&E. In addition, the requirement to travel long distances across the county for suitable hospital services was raised in a significant amount of feedback.

For mental health, SEND provision, dentistry, and social care services generally, feedback again centred around access to services, a lack of available or suitable services or in the case of social care, a lack of resources such as staffing. Whilst Healthwatch heard comparably less feedback around care and treatment what they did hear seemed to apply across nearly all services. This was around the importance of having good communication and feeling listened to, and people wanting to ensure that healthcare received was thorough and that there was continuity of care.

For those with learning disabilities, the preference for seeing the same GPs/nurses was seen to be particularly important. Where praise was given for services, this was also often around the timing of access or treatment.

In addition, people gave positive feedback around the individual qualities of staff or services generally. Many people were simply happy they had been able to access help and support, particularly in the case of GPs, dentists, physiotherapy, and mental health services.