#SpeakUp: Reach South Sheffield

Healthwatch Sheffield’s #SpeakUp-funded project with Reach South Sheffield explored local people’s experiences of accessing health services through engagement at Newfield Green Library. The project gathered feedback from 36 adults aged 21 to 56, including people from Black and Minority Ethnic communities and refugees and asylum seekers. Participants were supported to discuss their experiences of GP practices, pharmacies and dental services in a familiar community setting. 

The main concerns related to GP services. Many participants described difficulties obtaining appointments, long waits on the telephone and challenges securing same-day consultations. Some felt that reception staff could be unhelpful or overly questioning when appointments were requested. Patients also reported feeling rushed during GP appointments, particularly those with mental health needs who felt they required more time to discuss their concerns. A number of participants said they did not always feel listened to and that some symptoms were dismissed. People whose first language was not English also reported problems accessing interpreters and concerns that interpreters were not always familiar with medical terminology. Some participants additionally raised concerns about a lack of cultural sensitivity within GP services. 

Feedback about pharmacies was generally positive. Participants valued the advice and support provided by pharmacists, particularly when seeking help for children with minor illnesses. However, some people were unclear about the range of services pharmacies could offer and felt there was a need for better information and signposting. Experiences of dental services were more mixed, with parents highlighting difficulties accessing appointments outside school hours. Some participants admitted they did not attend regular dental check-ups because appointment times were often inconvenient. 

The report recommended that GP practices involve patients more closely in developing solutions to appointment access problems, provide additional training for reception staff and ensure sufficient time is available for people with additional support needs. It also called for improved cultural awareness training, better access to high-quality interpreting services, clearer information about pharmacy services and more flexible dental appointments for children and families. The report concluded that improving communication, accessibility and cultural awareness would help create more positive experiences for local people accessing health services.