Understanding access to services and quality of life for older adults in Gloucestershire

Healthwatch Gloucestershire decided to look at the needs and aspirations of older people in Gloucestershire in the light of projected demographic shifts and growing demand for health and social care services.  They undertook a survey, focus groups and interviews with older adults from underrepresented groups. Sometimes these groups also included carers. They heard from a total of 437 people.

• Older adults want to stay independent for as long as possible, but this means different things to different people. Many older people want to remain in their own homes, but homes are not always suited to their changing needs.
• Feelings of loneliness increase with age; social groups, transport assistance, and community activities are critical to maintaining independence and wellbeing.
• Many older people delay seeking support until their needs become urgent. While they currently feel independent, there is often uncertainty about what help is available and how to access it. This may result in not leaving enough time for effective planning.
• Small, practical solutions can make a big difference in helping people stay independent at home
• To help narrow the digital divide, digital support hubs are becoming more common in Gloucestershire. Some communities that would benefit from this kind of support are not currently accessing it.
• People are open to using technology to support their independence, but it is important it is introduced in the right way. Confidence, cost, complexity, and concerns around security and privacy are barriers to accessing technology to support independence. Some feel pressure to use technology when they do not want to.
• Many reported frustrations with poor communication, fragmented services, and delays in support, particularly after hospital discharge, feeling that the system was under-resourced, difficult to navigate, and lacked follow-up care.
• Satisfaction with the coordination of health and social care is mixed, with many expressing frustrations over poor communication and access issues.
• People identified differences in service quality and access between urban and rural areas in Gloucestershire and notice differences in quality and accessibility of GP services. For example, limited transport options and fewer available activities for rural residents.
• Transport is an issue affecting access to health services, social opportunities, and community participation, particularly for those facing mobility challenges, low confidence, language barriers, or digital exclusion.  Some expressed frustration with new bus stops that rely solely on digital timetables, assuming everyone can access information online
• Culturally appropriate care is essential to building trust, encouraging engagement, and ensuring equitable access to services. In Gloucestershire, a lack of culturally sensitive environments and practices - such as appropriate food options, prayer spaces, gender-specific activities, and staff awareness - means some residents are disengaging from local services or relocating to areas with more inclusive provision. 
• People prefer to access services in spaces they already attend, such as community centres, religious venues, or familiar groups. Individuals prefer face-to-face information and support, especially from trusted people, with interpreters when necessary. This ensures that people feel comfortable asking questions and receiving answers in a familiar and supportive environment. 
• Many community members have valuable skills and experiences they want to share. However, they are unaware of how to develop these into sustainable projects, activities or businesses. 
• Some struggle to clearly express their needs during GP appointments and would benefit from practical communication support.
• Older people want to be heard, respected, and included—but many feel ignored or excluded from decision making.