Health and Care in Westbury

This report summarises a three-month programme of engagement carried out by Healthwatch Wiltshire in Westbury during 2016. The work was prompted by concerns from local residents that the town was not receiving a fair share of health and care services. Healthwatch engaged with more than 180 local people, held meetings with commissioners and providers, conducted research, and organised a public meeting to explore local concerns and identify possible solutions. 

The issue raised most frequently concerned the White Horse Health Centre. Of the 180 people contacted, 115 provided feedback about the GP practice. People reported difficulties obtaining appointments, particularly with specific doctors, concerns about staff turnover, frustration with telephone access and the triage system, and worries that the practice would struggle to meet the needs of a growing population. Despite these concerns, most people felt that the quality of care provided by GPs and nursing staff was good. 

Healthwatch met with the management of the White Horse Health Centre to discuss these issues. The practice explained that it had experienced staffing challenges but had recently recruited additional GPs, nurses, and a pharmacist and expected staffing levels to be sufficient to meet future demand. It also planned improvements to telephone systems, appointment management, communication with patients, and staff training. 

Transport emerged as another significant theme. Many residents felt that the location of the White Horse Health Centre was difficult to access by public transport, especially for people living in certain parts of the town or those travelling to hospitals and specialist services outside Westbury. Community transport schemes such as LINK were highly valued and carried a substantial number of health-related journeys, although concerns remained about access to specialist appointments in locations such as Bristol and Southampton for people who lacked private transport. 

Residents expressed concerns about housing growth and whether local infrastructure, including health services, could keep pace with population increases. Healthwatch reviewed planning and housing data, which showed that Westbury had experienced significant population growth and that additional housing developments were planned. People worried that increased demand would place further pressure on already stretched services and contribute to issues such as traffic congestion and air pollution. 

Many participants also raised concerns about the availability of community resources, volunteers, and accessible venues. Some felt that volunteer activity relied on a relatively small number of local people and worried that new housing developments might not strengthen community involvement. Healthwatch found that volunteering opportunities existed but were not always well publicised. The report also noted a range of support services available locally, including those provided by Age UK Wiltshire, Alzheimer’s Support, Carers Support Wiltshire, and the White Horse Day Centre. 

The closure of Westbury Hospital remained a source of frustration for many residents. Participants felt the building should have continued to provide healthcare services such as intermediate care, minor injuries treatment, or respite provision. Healthwatch was told by Wiltshire Council and NHS Wiltshire that there were no plans to reopen the hospital. Instead, intermediate care services were being delivered either through care homes or support in people's own homes. Data showed that 29 people from Westbury had received intermediate care during the previous year, usually in nearby care homes. 

Concerns were also raised about a dementia support club that had moved from Westbury to Trowbridge. Healthwatch investigated and found that the relocation had occurred because most attendees were from Trowbridge, the original venue was underused, and the service did not meet the charity’s quality standards. The club had been replaced locally by a well-attended activity group called Movement for the Mind, which attracted around 30 participants each week. 

Some residents believed Westbury should receive greater health and care investment because parts of the area experience relatively high deprivation. Healthwatch found evidence of significant health inequalities, including a 14.3-year gap in healthy life expectancy between the most and least deprived communities in the area. However, many health and care services are commissioned across wider geographical areas and allocated according to need rather than by town.

The report concluded that local people were particularly concerned about access to GP services, transport, population growth, community resources, and the loss of local hospital facilities. At the same time, Healthwatch found examples of positive local provision, including community transport, care services, support for carers, and ongoing efforts by the GP practice to improve access and communication. The report aimed to support continued dialogue between residents, commissioners, and service providers about the future of health and care services in Westbury.