Feedback report July - September 2026

Healthwatch Greenwich analysed their feedback on residents’ experiences of local health and social care services between July and September 2026. The report draws on feedback from 528 residents collected through enquiries, community engagement, outreach activity and research. The main themes identified were long waits for treatment and results, difficulties navigating between services, communication problems, and barriers faced by people with different language, literacy and digital support needs. 

Residents reported experiencing delays at multiple stages of care, including referrals, diagnostic tests, follow-up appointments and treatment. Many described uncertainty about what would happen next and a lack of information while waiting. Some people felt unheard or poorly treated by healthcare professionals, while others reported being passed between services and having to repeat the same information. However, residents also shared positive experiences where staff were compassionate, communication was clear, interpreters were available and follow-up information was provided. 

The report includes engagement with Greenwich’s Nepali and Afghan communities, which highlighted the impact of language barriers, digital exclusion and difficulties accessing GP services. Participants described challenges using online systems, understanding healthcare processes and obtaining information in accessible formats. Afghan women also reported concerns about delays, unclear follow-up arrangements, feeling dismissed when raising health concerns, and a lack of culturally sensitive communication, which in some cases reduced confidence and trust in services.

Two case studies illustrated how communication failures can affect people’s experiences. One resident struggled to obtain support for an eye condition after difficulties with a GP practice’s digital access system, while another experienced conflicting information and delays in receiving ultrasound results. The report concludes that access to care depends not only on service availability but also on effective communication, coordination between services, accessible information and appropriate support for people who face language or digital barriers. Healthwatch Greenwich will share the findings with local providers and commissioners and continue monitoring whether improvements are made.