June 2021 - what have we been hearing?

Healthwatch Sheffield’s June 2021 briefing highlighted feedback about hospitals, GP services, mental health support, NHS dentistry, NHS 111 and community organisations. While many people reported positive experiences, concerns remained about access to services, communication and obtaining timely support. Community and voluntary organisations received particularly positive feedback, with people valuing practical and emotional support during the pandemic.

Feedback about hospital care was mixed. Several people praised the quality of treatment and staff support, particularly within specialist services. However, concerns were raised about access to interpreters, with some patients reporting that interpreters were unavailable, ineffective or unable to support understanding of complex medical information. Others felt they had not been provided with accessible information about their care. One individual also reported feeling uncomfortable after being asked intrusive questions about their background during a hospital appointment. Feedback about Covid-19 vaccination services was largely positive, with people praising efficient processes and friendly staff, although some experienced difficulties obtaining clear information about eligibility and second-dose arrangements. 

Experiences of GP services were mixed. Some patients reported receiving appointments quickly and praised friendly and helpful staff, while others described significant difficulties accessing appointments, including after being advised by NHS 111 that urgent GP care was required. Additional concerns included feeling dismissed by clinicians, problems with medical records, delays in follow-up of referrals and difficulties obtaining ongoing treatment. Healthwatch also heard from people unable to access NHS dental care, including parents struggling to register children with a dentist and individuals unable to obtain treatment for painful dental problems. 

Mental health feedback highlighted both positive and negative experiences. Specialist services such as eating disorder and substance misuse support were praised for helping individuals over the long term. However, people seeking crisis support reported significant challenges, including missed callbacks, difficulties obtaining appointments and frustration with complaints processes. Feedback about NHS 111 was generally positive, although one person reported a substantial delay in receiving a promised callback. Overall, the briefing identified continuing concerns around access, communication and crisis support while also highlighting the positive contribution of community organisations in supporting people’s health and wellbeing.