We hear you: a research report into NHS Adult Hearing Services
Download (PDF 3.87 MB)Summary of report content
Between January and April 2025, Healthwatch Stockport carried out a focused review of NHS Adult Hearing Services in response to ongoing feedback from local residents. The aim was to understand patient experiences, assess service quality, and explore whether people were being offered choice and equitable access to hearing care across Stockport.
The research included Enter & View visits to Specsavers and Beacon clinics, surveys (online and paper), and feedback from community events and local groups. Healthwatch also engaged with the Greater Manchester Integrated Care Board (GMICB) to understand commissioning arrangements and service oversight.
While many patients reported positive experiences—highlighting friendly staff, efficient appointments, and good aftercare—there were notable concerns. A key issue was the lack of patient choice at referral, with most people not being offered options for where to receive care. There were also inconsistencies in referral pathways, with some patients self-referring and others being told they needed a GP referral. Communication between GPs, providers, and patients was often unclear, particularly around earwax removal and follow-up care.
Waiting times varied significantly, from same-day appointments to delays of over a year. Some patients were pleased with the quality of hearing aids and support, while others felt they received little guidance on how to use or maintain their devices. Feedback also revealed gaps in engagement with younger people, those with learning disabilities, and minority communities.
Healthwatch Stockport identified key priorities including improving communication, ensuring consistent service standards, promoting patient choice, and strengthening oversight and accountability.