GP Out of Hours Service, Norfolk Walk-In Centre and Vulnerable Adults Health Inclusion Hub

Healthwatch Norfolk was commissioned by the local ICB to undertake patient and professional engagement on proposed changes to three NHS services.  They spoke to 2,100 people.  

Participants raised strong and consistent concerns about the impact of the proposed changes. In relation to the GP Out of Hours Service, most people opposed the suggested reductions in the number of service bases. They felt this would make urgent care harder to access, particularly for people living in rural areas, older adults, disabled people, and those without access to transport. Many feared that cuts would drive more people to A&E or emergency services, increasing pressure and delaying care. People also described the current difficulties in getting timely GP appointments, which reinforced the need for urgent services outside of usual hours. Some respondents found the survey produced by the NWICB to be confusing, with unclear wording and poor distinction between services contributing to misunderstandings about what was being proposed.

Feedback on the Norwich Walk-in Centre followed similar themes. Respondents emphasised that the service provides accessible, sameday care for people who cannot get a GP appointment and often cannot wait. Both options proposed by the NWICB—closure or reduced opening hours—were widely opposed. Participants believed these changes would limit access, increase waiting times, and lead to more people attending emergency departments unnecessarily. Some also expressed scepticism about whether the reinvestment of £750,000 or £1.5 million into GP practices would deliver real benefits. There was a strong sense that local GP surgeries were already overstretched, and that any reduction to walk-in care would leave patients with even fewer options.

The Vulnerable Adults Health Inclusion Hub was viewed by respondents as a lifeline for people experiencing homelessness, complex health issues, and social exclusion. Most responses favoured keeping the Norwich-based hub in place, rather than replacing it with a mobile outreach service. Users and professionals described how the fixed location offers continuity, trust, and ease of access for individuals who may lead chaotic lives, have poor digital or transport access, or find it difficult to engage with services that require appointments. Concerns were raised that a mobile model could result in vulnerable individuals being missed, disengaging from support, or falling through the cracks.