July 2021 - what have we been hearing?

Healthwatch Sheffield’s July 2021 briefing summarised feedback about GP services, mental health support, hospitals, adult social care and NHS dentistry. While some people reported positive experiences of care, recurring concerns included difficulties accessing appointments, problems communicating with services and a lack of timely support when people needed help. 

Feedback about GP services was mixed. Many people praised friendly staff and clinicians who provided personalised care and understood their individual circumstances. However, a significant number of respondents reported difficulties getting through on the phone, with some waiting in lengthy queues or having calls disconnected before reaching staff. Concerns were also raised about the suitability of telephone consultations, particularly for people with hearing impairments or those who felt unable to build a trusting relationship with a clinician remotely. Patients suggested improvements including better appointment reminder systems, greater choice between telephone and face-to-face appointments, and additional clinical support to reduce the pressure on reception staff carrying out triage functions. 

Experiences of mental health services were similarly varied. Some people described specialist services as highly beneficial and felt supported by staff who treated them with respect and care. Others reported that the level of support available was insufficient, particularly after structured interventions ended. Concerns included difficulties accessing crisis services, limited face-to-face contact, gaps in follow-up care and frustration with complaints processes. Hospital feedback was generally positive regarding treatment and staff attitudes, although some patients and relatives raised concerns about communication, involvement in treatment decisions and standards of personal care on wards. 

Adult social care feedback highlighted the importance of clear communication and consistency. While some people praised responsive management and care provision, others reported problems with changing care rotas or delays in receiving promised support. Difficulties accessing NHS dentistry remained a major issue, with multiple people unable to secure appointments despite contacting several practices. Some respondents were experiencing pain, dental problems linked to pregnancy or difficulties affording private treatment. Healthwatch concluded that access to services, communication and continuity of support remained key concerns affecting people’s experiences across Sheffield’s health and care system.