#SpeakUp: Family Voice

Healthwatch Sheffield’s #SpeakUp-funded Healthy Voices project worked with 44 women, most of whom had English as a second language, to explore experiences of GP services, dentistry and pharmacies. Participants came from a range of ethnic backgrounds, including Pakistani, Bengali, Iraqi, Iranian, Sudanese, Hungarian and Spanish communities. The project was designed to help women whose views are often underrepresented share their experiences of local health services in a trusted and supportive environment. 

Feedback about GP services highlighted barriers linked to access, communication and language. Many women found it difficult to get appointments, were unhappy with waiting times and often relied on other people to make appointments on their behalf. Receptionists who spoke community languages were highly valued and helped build confidence in services. While interpreters and Language Line were used by many participants, some women still reported difficulties understanding information provided by GPs. The project also found that some women had never received advice from their GP about healthy lifestyles, food or exercise despite valuing professional health advice.

Experiences of dental services were generally more positive than experiences of GP services. Participants praised receptionist attitudes, appointment availability and the advice provided about dental health. However, some women still faced communication barriers, and a significant number reported needing to return for further treatment because they felt dental work had not been completed satisfactorily. Feedback on pharmacies suggested that many women were unaware of services available beyond dispensing medicines. Knowledge of the Minor Ailment Scheme was particularly low, and most participants had never sought advice from a pharmacist about minor health problems. None of the women who used repeat prescriptions ordered them online, highlighting ongoing digital access challenges.

The report recommended continuing to employ staff who speak community languages within GP and dental services, improving the effectiveness of interpretation services and increasing awareness of pharmacy services and the Minor Ailment Scheme. It also called for greater support for people who are not confident using online systems, more lifestyle and prevention advice from GPs, and stronger oversight of dental standards in areas serving vulnerable communities. A key message was that building trust within communities is essential for ensuring people feel able to share their experiences and access healthcare confidently.