Community Events in Barnet Libraries

Healthwatch Barnet held a series of community engagement events in five Barnet libraries during October and November 2021 to gather residents’ views on health and social care services, raise awareness of Healthwatch Barnet, and distribute information. The events engaged 120 local people and collected both quantitative and qualitative feedback about local services.

Overall, 78% of respondents said they were satisfied or very satisfied with the health services they had used in the previous year. Just over half (52%) felt that health services had remained unchanged during the previous 12 months, while 20% believed services had worsened. GP services were the area most frequently identified as needing improvement.

Satisfaction with social care services was lower, although many respondents felt unable to comment because they had limited experience of using them. Among those providing feedback, learning disability services, day care services and care homes were highlighted as priorities for improvement.

Residents shared a number of positive experiences, particularly regarding the COVID-19 vaccination programme, individual GP practices, hospital departments and paediatric services. Several respondents praised the efficiency and organisation of vaccination services and expressed satisfaction with care received from local healthcare providers.

The most common concerns related to access to GP services. Many residents reported difficulties securing appointments, long waiting times on telephone lines, complex online consultation systems and challenges obtaining face-to-face appointments. Some people felt frustrated by the increasing reliance on digital systems, particularly older residents and those with limited digital skills. Several respondents also expressed concerns about continuity of care and difficulties seeing the same GP regularly.

Prescription services were another area of concern. Some residents reported delays obtaining repeat prescriptions, particularly for long-term conditions, while others described problems with prescriptions not being sent to pharmacies on time. 

Access to NHS dental services was also highlighted as problematic. Respondents described long waits for appointments and difficulties registering children with NHS dentists. 

Mental health services were frequently criticised for long waiting times and difficulties accessing support before reaching crisis point. Respondents reported delays for counselling services, challenges with self-referral pathways, and long waits for Child and Adolescent Mental Health Services (CAMHS), causing concern about deteriorating mental health while waiting for treatment.

Feedback on secondary care services focused on delays and waiting lists, many of which were attributed to the impact of the COVID-19 pandemic. Residents reported postponed operations, cancelled appointments, communication problems and difficulties accessing hospital services. Concerns were also raised about transport to hospital appointments and the lack of flexibility shown to some older patients.

Some participants also raised concerns about local authority and community services. These included dissatisfaction with health visiting services following childbirth and concerns about the quality and communication of home care services provided after hospital discharge.

Overall, the report found that while many residents remained satisfied with aspects of local healthcare, significant concerns persisted around access to GP appointments, digital exclusion, prescription management, NHS dental services, mental health support and delays in hospital care. GP access emerged as the most consistent and prominent issue raised during the engagement events.