The public's perspective - the state of health and social care
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Healthwatch England reports on the state of care between October 2023 and October 2025. Drawing on the 390,000 pieces of feedback we received in this period plus nationally representative polling, we found:
Since our last report, there are signs that people’s care experiences have improved slightly. But 29% of people are still not confident they can access timely care from most key services we asked about, such as A&E, GPs, dentists and hospitals.
The five cross-cutting themes we have found in the experiences people share reflect this finding, and its impact.
1. Access issues remain widespread: Across GPs, dentistry, mental health, elective care, and social care, people face persistent difficulties getting timely appointments, referrals, treatment, and support. These delays often worsen health outcomes and increase reliance on emergency services.
2. Inequalities in care persist: People and communities already facing inequalities (such as those on low incomes, ethnic minorities, disabled people, and those with communication needs) experience disproportionate barriers to care, leading to poorer health outcomes and higher levels of unmet need.
3. Waiting for care takes a toll on wellbeing: Long waits for elective care, mental health support, and social care can seriously affect physical health, mental wellbeing, and financial stability. Many people report worsening conditions and a decline in quality of life while they wait.
4. Digital transformation brings both opportunities and risks: While digital healthcare innovations (e.g. NHS App, virtual wards) improve convenience for some, digital exclusion and poor system integration risk creating a two-tier system and unequal access to care.
5. Administrative and communication failures undermine care quality: Poor administration, inaccessible information, and ineffective complaint handling erode trust and the patient experience. Problems like missing records, lack of updates, and failure to meet accessibility standards persist.