Listening area report: Rother

Healthwatch East Sussex undertook a listening tour in Rother to understand the concerns of people living in that area.  They heard from 137 people.

Key findings

Primary Care

Patients shared mixed experiences of accessing support at their GP practice. Some shared positive experiences of receiving good, timely support (particularly in the Rye and Robertsbridge areas) while others shared issues around difficulties booking appointments and having to book multiple appointments for the same undiagnosed medical issue. 

Patients raised concerns around how Artificial Intelligence (AI) is being used within GP practices. Some patients shared feedback that responses from their GP through online enquiry systems seemed to be automictically generated, suggesting that practice staff may not be looking at their enquiry. 

Feedback that multiple GP practices across Rother are currently considering moving to a new location, with some of these practices undertaking engagement with their patients to understand the potential impacts of a move. 

Positive experiences were shared of dental services in the Bexhill area, with patients sharing that they felt well supported by their dental practice. 

Many people shared positive feedback around pharmacy services across Rother. However, there are issues for those living in more rural parts of the district who must travel longer distances to get to their nearest pharmacy. This issue can be exacerbated during holidays and weekends, where pharmacy opening hours can vary, resulting in some people needing to travel even further to access these services.

Secondary and urgent and emergency care

People shared positive experiences of interactions with paramedics and staff working in A&E, although waiting times particularly within A&E are an issue. People shared concerns around the amount of time people have to wait in waiting rooms which are often busy and sometimes noisy when they are in pain and/or unwell. These concerns were echoed by those with mental health needs, and those who are neurodivergent. 

Those who had used NHS 111 services shared stories of being told by 111 to access different health services that were either unavailable at the time of need or inappropriate for the person’s need, with this causing confusion and frustration for patients.

Parents shared difficulties in accessing support for children with Avoidant-Restrictive Food Intake Disorder (ARFID). Parents shared that as there is no treatment pathway for ARFID, their children receive little to no support for the condition. One parent shared that their child had been treated for malnourishment but had received no support for the underlying need. 

People shared that services are often not designed for those who are neurodivergent and/or have mental health needs. As well as issues around busy and noisy waiting areas, people also shared that being asked to book and attend appointments via phone presents barriers for those who find this form of communication difficult. 

Positive feedback was shared around people’s experiences of both the Community Diagnostics Centre (CDC) in Bexhill and Bexhill hospital. People shared positive experiences of being seen for ophthalmology at Bexhill hospital, as well as of efficient blood tests and scans at the CDC.

Social determinants of health

People shared that the cost of living negatively impacts their ability to go out and socialise, increasing social isolation. 

Working age people shared the difficulties of getting medical appointments at a time that fits around their working hours. Some people shared that they find it difficult to get the time off to go to appointments during working hours, meaning they end up leaving issues to become worse. 

Individuals find their local social activities very important to their wellbeing. In some areas there is a strong sense of community and a variety of clubs and social activities. However, some people shared having a lack of knowledge of what is available in their local area, both in terms of support for their health and more general social activities. Some shared that they didn’t know where to look or what to search for to find the right support or activities to take part in. 

Having green spaces was shared as being particularly important for wellbeing, with these spaces also serving as third spaces for people to socialise with others without having to spend money.