Accessing Walsall health and care services
Download (PDF 1.32 MB)Summary of report content
This is a report of a survey conducted by Healthwatch Walsall. This survey was open to Walsall residents only, who had accessed or had tried to access any Walsall health or social care services in the last 12 months. The survey was available online, with a paper copy available online and an option to complete via telephone.
The survey was open to Walsall residents from the age of 18 and ran for 6 weeks from 5th October 2021. In total, 85 people responded. The survey had several findings, including:
- Almost half of participants encounter difficulties accessing services. GPs, followed by dentists and pharmacies were the most difficult to access. Also mentioned were stroke services and CAMHS.
- Over half of participants would like o have face-to-face access. None of the participants wanted video consultations.
- Delays in access to services causes levels of anxiety and stress for patients, some are unable to get a diagnosis and experience delays in getting medication of prescriptions.
- Patients find it difficult to get referrals.
The report’s recommendations include:
- Service providers should have adequate telephone lines and staff for patients to access health and care services
- Service providers could ensure front facing staff have customer service training and mystery shopper calls could be made to services to identify quality/levels of customer service and information that is being asked for and given is in positive manner and a format that suits the request of patients
- To avoid escalations to urgent medical intervention those patients with confirmed conditions and treatment needs should have continued access to manage or address those conditions to avoid pressure on other services
- Carers and those who are individually isolated need a contact point and a network of support that be presented to them if they do not already have access to or do not know about