Young People and Parental Engagement Service Report

This report summarises work undertaken by Young Solutions on behalf of Healthwatch Worcestershire to engage young people and parents in discussions about health and social care services. The programme aimed to increase awareness of Healthwatch, gather feedback on services, map existing youth engagement mechanisms, and identify effective ways of engaging young people and parents in the future.

During 2015–16, Young Solutions engaged with a wide range of individuals, organisations, youth groups, schools, colleges, parents, and health and social care professionals across Worcestershire. More than 200 young people and parents provided feedback about their experiences of services, while over 150 people were reached through awareness-raising activities about Healthwatch Worcestershire. Engagement built on work undertaken during the previous year and involved collaboration with numerous local voluntary and statutory organisations.

A significant part of the project involved mapping existing forums and networks used to engage young people and parents. The report identified a broad range of established groups, including the Worcestershire Youth Cabinet, Children in Care Councils, Young Carers groups, NHS youth engagement forums, maternity service forums, youth ambassadors, and community-based youth organisations. Healthwatch concluded that these existing structures provided valuable opportunities for engagement and should be used rather than creating entirely new forums. 

The report also summarised findings from several themed engagement projects. One of the largest focused on young people’s experiences of accessing GP services. Feedback from 119 young people suggested that most were satisfied with the care they received from GP practices and generally found staff helpful. However, many wanted more appointments outside school and college hours, preferred online or text-based appointment systems, and reported limited awareness of how to give feedback or make complaints about services. Younger teenagers preferred communication by text message, while older young people favoured online methods.

Another area of work explored the experiences of homeless young people. Participants reported difficulties securing GP appointments, challenges completing forms, and concerns that healthcare staff could be perceived as judgemental. Mental health support emerged as a particular concern, with some young people feeling that GPs lacked the knowledge or willingness to refer them appropriately for treatment. 

Young Solutions also contributed to Healthwatch Worcestershire’s review of Child and Adolescent Mental Health Services (CAMHS). Feedback indicated that many young people valued the support they received from CAMHS and found staff caring and respectful. However, respondents reported long waiting times, delays in diagnosis, insufficient support for young people with autism spectrum disorders, and poor coordination between CAMHS, schools, and other agencies. Concerns were also raised about transitions from children’s to adult mental health services.

Engagement with young carers identified a number of challenges in accessing healthcare. Young carers reported difficulties making appointments, feeling that healthcare professionals did not always understand their caring responsibilities, and problems obtaining information or collecting medication on behalf of family members. They suggested that better recognition of their role, continuity of care, and systems that identify young carers within healthcare records would improve their experiences. 

The report also included work with parents of children under five. Most parents reported positive experiences of maternity services, community midwives, health visitors, and support services. However, concerns were raised about understaffing on postnatal wards, access to breastfeeding support, continuity of care, and availability of support services. Parents emphasised the value of face-to-face advice, peer support, and information from family and friends. 

Additional work examined the impact of the closure of maternity services at the Alexandra Hospital in Redditch. While many parents reported good experiences of care at Worcestershire Royal Hospital, concerns centred on increased travel distances, parking availability and costs, difficulties for visitors, and the potential impact on future family planning decisions. Several participants described travel to Worcester as a significant burden.

Further GP access work reinforced earlier findings. Participants reported difficulties obtaining appointments, dissatisfaction with some reception staff, concerns about being asked personal questions by receptionists, long waiting times once appointments had been booked, and limited awareness of complaints procedures. Many people highlighted the importance of seeing the same doctor and building relationships with healthcare professionals who understood their history and circumstances. 

Across all engagement activities, four recurring themes emerged: difficulties obtaining appointments, concerns about interactions with some staff, dissatisfaction with aspects of diagnosis and treatment, and a desire for greater continuity of care. While many participants described services positively and praised staff for being caring and supportive, others reported experiences of delayed appointments, poor communication, and impersonal care. 

The report also highlighted the value of involving young people directly in service design and strategic discussions. Through activities such as Takeover Day, young people shared views on health priorities, mental health support, sexual health services, and communication between professionals and young people. Participants argued that schools should place greater emphasis on health education and that services should communicate in ways that are accessible and meaningful to young people. 

In terms of future engagement, Young Solutions recommended that Healthwatch Worcestershire work through existing youth groups and community organisations rather than creating a standalone youth forum. The report suggested developing relationships with key youth workers, creating networks of “opinion organisations,” using targeted project-based engagement, and maintaining links with schools, colleges, and existing youth forums. It also emphasised that engagement should be flexible, youth-friendly, and supported by experienced youth workers. 

Overall, the report concluded that young people and parents are willing to engage with Healthwatch when approached through trusted networks and familiar settings. It found that access to GP services, mental health support, continuity of care, communication, and awareness of feedback mechanisms were among the most important issues affecting young people and families in Worcestershire.