Key issues from September 2021

Healthwatch Sheffield’s September 2021 briefing summarised feedback about access to health and social care services across the city. Key themes included ongoing difficulties accessing GP appointments, challenges with mental health services, increasing problems accessing NHS dentistry and concerns about the accessibility of changes made to some GP practices. While some people reported positive experiences, many others described barriers that made it harder to obtain support when needed.

Feedback about GP services was mixed. People praised friendly and supportive staff and highlighted examples of personalised care, particularly where practice teams knew patients well. However, many reported problems getting through on the telephone, missed telephone appointments and difficulties with systems that relied heavily on remote consultations. Some felt they were being directed to NHS 111 or walk-in services rather than receiving support from their GP practice. Concerns were also raised about accessibility, with visually impaired and disabled patients reporting difficulties using new telephone and intercom systems and a lack of notice about service changes. 

Experiences of mental health services were similarly varied. Some people praised staff for being understanding and supportive, particularly within specialist autism services. Others reported feeling abandoned, describing missed callbacks, difficulties accessing crisis support and poor coordination between services. Concerns were also raised about unclear information regarding visiting arrangements on mental health wards. Hospital feedback was generally positive, with patients praising staff professionalism and communication, although one family reported dissatisfaction with communication about a relative’s treatment and their experience of raising concerns. 

Access to NHS dentistry remained a significant issue, with Healthwatch reporting a continued rise in enquiries from people unable to obtain either routine or follow-up treatment. Some people described contacting numerous practices that appeared to be accepting NHS patients but were unable to offer appointments. Others reported difficulties accessing urgent follow-up care, treatment for housebound patients or NHS alternatives to private procedures. Healthwatch concluded that accessibility, communication and timely access to services remained important issues affecting local people’s experiences of health and care services.