Strengthening Voices Report

The report summarises the findings from Healthwatch Redcar and Cleveland’s annual “Strengthening Voices” event, which brought together nearly 100 residents, carers, service users, health professionals, commissioners and local authority representatives. The event aimed to present Healthwatch’s annual report and gather public views on how people want to receive information about health and social care services and how they would like to share feedback about those services. 

Participants emphasised that communication about health and social care changes should be tailored to different audiences and delivered through a variety of methods rather than relying on a single channel. Older people were seen as more likely to prefer printed information, telephone calls and face-to-face communication, while younger people were more likely to favour digital methods such as emails, text messages, websites, social media and mobile apps.

Attendees stressed the importance of providing information that is clear, accessible and free from unnecessary jargon. They believed that information should be visually engaging and distributed through trusted community networks, including voluntary and community organisations, churches, community groups and local newsletters. 

The public suggested that health and social care organisations should make better use of community venues and everyday locations to share information. Recommended locations included GP surgeries, pharmacies, supermarkets, libraries, schools, community centres, markets, workplaces and public transport locations. Participants also highlighted the value of using trusted frontline staff, such as carers, health visitors and community nurses, to communicate important messages. 

Accessibility was identified as a key requirement. Participants stated that information should be available in formats such as large print, braille and British Sign Language to ensure that people with sensory impairments can access information and participate effectively. 

When discussing feedback mechanisms, participants reported that different groups preferred different methods. Younger people generally preferred online surveys, social media, websites, mobile apps and text messaging, while older people favoured face-to-face consultations, public meetings, drop-in sessions and postal feedback. 

Attendees suggested that feedback opportunities should be available immediately after people access services, for example through touchscreen systems, tablets or short surveys. They also proposed creating a more consistent and accessible feedback system, including telephone options and a single point of contact for comments and concerns. 

The report highlights the importance of engaging vulnerable, disadvantaged and seldom-heard groups through targeted approaches and trusted community contacts. Participants felt that care home residents, supported living residents and people who may be socially isolated should be actively included in engagement activities. 

A recurring theme was that people want reassurance that their views are listened to, valued and acted upon. Participants believed organisations should acknowledge feedback, demonstrate the impact of public involvement and provide opportunities for private and confidential discussions when concerns are raised. 

The report concludes that effective public involvement depends on two-way communication, accessible engagement methods and strong relationships between services and communities. Using a range of communication and feedback channels can improve public awareness, participation, confidence and trust in health and social care services.