Hearing what matters

Hearing what matters

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Experiences of audiology services in Northumberland

What people told us about NHS audiology services in Northumberland

We asked local people to tell us about their experiences using NHS audiology services in the region, including what’s working well and what needs to improve. We also wanted to understand any barriers to using the service and how this impacted people, and the reasons some people had made the move to private audiology services.

Many praised the kind and helpful staff, and said that getting hearing aids or repairs to hearing aids had made a big difference to their quality of life and wellbeing. People also appreciated the convenience of the postal service for batteries and parts.

However, most of the feedback we had was negative. People told us they were unhappy with recent changes to the service, especially the lack of local provision and the need to travel, in some cases very long distances, to access help and support. Many mentioned age, inability to travel and health concerns as being additional barriers. This is unsurprising given most audiology users are likely to be older adults. Many mentioned long waiting times to receive support and care and some told us about the negative impact that had on their wellbeing.

Confusion about the audiology service is also evident including people not having a full understanding of what clinics are available and what services are provided in those clinics, as well as a lack of awareness of changes to the service and how to access help at various stages of hearing loss or receive follow on care.

Some communities were more dissatisfied with the changes including those in North Northumberland and Morpeth, those aged 80 plus and those with sight loss and physical mobility issues. We are also aware that hearing loss is more likely to negatively impact certain groups of people, such as those with dementia or with sight loss.

We’ll be sharing these findings to help improve access and support across the county. Read more about this work online or download at the link below.

Hearing what matters – experiences of audiology services in Northumberland

Share your experiences of audiology services, or any other NHS and social care service you have used recently.

Your feedback: April 2025

Your feedback: April 2025

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Your NHS and social care feedback for April 2025

Top issues

In April you told us it was difficult getting an appointment for both GP services and NHS dentists. We did however, hear a lot of positive feedback about the quality of care patients received from GP services, dentists and hospitals outpatients departments.

This month’s focus

This month we have been out at our usual Here to Hear sessions as well as attending additional sessions at Hexham auction mart, a Seafit event at Amble hosted by the Fishermen’s Mission and the west locality’s dementia event organised by the Locality Coordinator.

We have started work on the Persistent Physical Symptoms project, a joint research project in partnership with Northumbria Healthcare NHS FoundationTrust, Northumbria University, and residents of Blyth, Ashington and Newbiggin-by- the-Sea.

Positive feedback example

“I was referred to musculoskeletal clinic re. lumbar pain and sciatica. Physio diagnosed prolapsed lumbar disc and referred me for a MRI scan. I explained I had claustrophobia. She chose an open scanner at a private facility using NHS funding. She was honest about the 4-6 week waiting list but my scan was allocated at week three. I am now waiting for a steroid injection in the affected disc space.

This has been a very positive experience with experienced therapists who provided quick and appropriate investigations and treatment. I have been very pleasantly surprised.”

Blyth and Ashington resident

Negative feedback example

A person told us they dislike the Anima appointment booking service used by their GP surgery, as it is only open between around 7am-7pm, when they are out at work. The system also won’t allow them to book an appointment in advance for routine care. They say there should be choice over methods to book appointments and that GPs have found systems that are more convenient to THEM but not to patients.

They think online and telephone appointments might mean GPs miss out on spotting body language and other cues suggesting someone needs additional support.

The patient has received an email to say GPs will now be triaging their appointments through Anima – they feel this is doubling up the processes. When they visit the surgery they find a lack of privacy at reception due to large screens and desks. They generally find it to be an unhelpful, unwelcoming atmosphere and feel that the service has gone downhill since the COVID-19 pandemic.

Castle Morpeth resident

Impact

A young volunteer with us who has led on a schools-based project contacted us to say he had been offered a place to study Medicine at both York and Sheffield Universities. He said “I’m almost certain that I couldn’t have secured these offers without my role in this project (the interviewers seemed to really enjoy hearing about it!), so thank you for giving me the opportunity to lead it”.

Information and Signposting Service

This month we were asked for help finding mental health support, cancer patient transport, information around Covid-19 vaccinations, and diabetes, amongst several other issues.

Read more in our short report for April 2025

Dementia Action Week 2025

Dementia Action Week 2025

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This year Dementia Action Week takes place from 19 to 25 May 2025 and the theme is raising awareness of the importance of an early diagnosis for people affected by dementia.

Diagnosis is vital to give people access to the care, treatment and support they need. Yet, 1 in 3 people with dementia do not have a diagnosis.

If you’re worried about yourself, or someone close to you, you can check your symptoms using this dementia symptoms checklist from Alzheimer’s Society. This will not provide a diagnosis but can be used to help understand the symptoms being experienced so you can discuss this with a GP.

Visit our dementia page for more information about local support services and activities.

Local events this Dementia Action Week

  • Tuesday 20 May – Memories in the Sand – help create sand art at Beadnell Bay in memory and tribute to those affected by dementia, 4.30pm-6.30pm. There will be Dementia Advisers to speak to from 2.30pm and a Dementia Friends session at 3.30pm. Just turn up on the day.
  • Friday 23 May – pop-up information stall at Morpeth Library, 10am-12pm and Morpeth NHS Centre, 1pm-3pm with Well Up North Link Worker Lisa Baker and Dementia Adviser Abi Bailey from Alzheimer’s Society.

Please get in touch if you would like further information about local dementia services and support, or if you would like to talk to us in confidence about your experiences of care.

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What did you tell us in our Annual Survey 2025?

Every year we ask people living in Northumberland to tell us what they think of the NHS and social care services they have used over the last 12 months, in our Annual Survey.

We compare the results year on year.

The aims of this year’s Annual Survey are to:

• Gain an overview of experiences and views of health and social care services in the last year

• Get clear direction from people in Northumberland as to which services we should prioritise in our work for the next year, and why

Summary

Our Annual Survey was open during February and March 2025. It was available online, as a printed document and in easy read. It was promoted on our website, social media platforms, newsletters, through our network of contacts and at our 12 in-person events during that time.

We received 377 responses to the survey from all parts of the county. This is more than last year, where we received 229 responses.

Generally, people felt that NHS healthcare in the previous 12 months had been good and had largely stayed at the same level of service, getting neither better or worse. People didn’t think as highly of adult social care services, but said they had largely stayed the same over the year.

We heard from more than twice the number of females (60%) to males (23%). Adults of all ages shared their views, but the majority of people were aged 65 or above.

As reflects the demographics of the county, 2% of the respondents were non-white.

Our work priorities for next year

As part of the survey, we asked people to choose one service from a list of 22 health and social care services (plus ‘other’ option), that we should focus on in the coming 12 months. 320 people answered this question.

The top three services chosen were:

1. GP services (28%)
2. Dentists (13%)
3. Adult social care services (12%)

These three choices made up over half of the responses (53%).

 

Read more in our Annual Survey 2025 report

 

The Big Conversation on women’s health

The Big Conversation on women’s health

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Thank you to everyone who took the time to share their views on women’s healthcare in The Big Conversation last year.

Thousands of women across the North East and North Cumbria had their say about NHS healthcare by taking part in an online survey and focus groups targeting specific groups of women, such as those who have additional health inequalities or barriers to accessing health care.

The report has now been published identifying key themes and recommendations.

Background

Women, making up 51% of the national population, live longer than men but spend more time in ill health and living with disabilities. There is not enough focus on women specific conditions or how conditions, that affect both men and women, impact on women differently.

In 2022, the UK Government published their first strategy focusing on women’s health inequalities. The 10-year ‘Women’s Health Strategy for England’ set out commitments to improve the health and wellbeing of women and girls and deliver better health outcomes.

In our region, the North East and North Cumbria Integrated Care Board (NENC ICB) is committed to driving forward the Women’s Health Strategy and making changes that will benefit local people and future generations.

During the ICB’s second annual Women’s Health Conference in July 2024, the ‘The Big Conversation’ was launched in partnership with the North East and North Cumbria Healthwatch network.

Headline findings

  • 61% of women said they feel confident to speak with a healthcare professional about their women’s health issues. However, many went on to say they aren’t confident they will be heard or get the help they need.
  • GPs have a critical role as the ‘gatekeepers to support’ for most women. We heard that many women are concerned that their GP does not listen to them, act on what they are told or doesn’t have up to date knowledge about many women’s health issues. Improving experiences in primary care will significantly improve confidence in women’s health care.
  • Women want the choice to have a female healthcare professional; this is a strong message from general engagement but particularly important in targeted work with underrepresented groups.
  • The GP (75%) and NHS website (75%) were selected as the most common place to find information on women’s health. A session with underrepresented groups highlighted the need for targeted accessible communications and the importance of peers in their communities and community support organisations.
  • It is important to women that their health records are easily accessible by healthcare professionals and kept up to date.
  • Women would like more research into women’s health concerns.

Top priorities

Overall, women said their top 5 priorities in relation to women’s health are:

  1. Mental health and wellbeing: including depression, anxiety and eating disorders.
  2. Healthy ageing and long-term conditions: including falls, heart disease, stroke, diabetes, dementia, bone, joint and muscle health, and bladder/urinary.
  3. Menopause, perimenopause and hormone replacement therapy (HRT).
  4. Screening services: including cancer screenings for cervical, breast and bowel.
  5. Menstrual and gynaecological health.

Read the full report and recommendations

If you would like to tell us about your experience of women’s health services please get in touch.

Spotlight on…Berwick Cancer Cars

Spotlight on…Berwick Cancer Cars

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As part of our information and signposting service, we’re shining a spotlight on organisations offering all kinds of support to people in Northumberland.

The Berwick and District Cancer Support Group, commonly known as Berwick Cancer Cars, was founded in 1992 by two women from Spittal, Violet Carter and Kathleen Horsburgh, who were having difficulty accessing their cancer treatment in hospitals over 60 miles away.

Over 30 years later the charity continues to grow and now has six cars to help transport patients to appointments. The service is run completely by volunteers.

If you need help getting to a cancer related appointment or treatment session, you can call Berwick Cancer Cars on 07780 795244.

The service is available to anyone who has received a cancer diagnosis and is registered with a GP practice in Berwick, Belford or Wooler (Clients living in the Cornhill area may be registered with a GP in Coldstream).

Berwick Cancer Cars website

EMPOWER: type 2 diabetes course

EMPOWER: type 2 diabetes course

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EMPOWER is a free course delivered by Spirit Health on behalf of the NHS in our area. It is designed to give people with type 2 diabetes the knowledge and confidence to manage their diabetes effectively.

The course is for patients aged 18 and over, diagnosed with type 2 diabetes, and registered with a GP in Northumberland.

Attending a diabetes education course is an important part of learning how to self-manage your diabetes and help avoid long-term health complications.

In just four hours, you’ll learn how diabetes affects your body, learn about food choices, and discover small lifestyle changes that can lead to a big difference. You’ll also have the chance to ask a trained educator questions about type 2 diabetes.

People that complete an EMPOWER Type 2 course reduce their blood sugar levels and improve their health.

What does the course offer?

  • A single, interactive four-hour session – helping people to understand what type 2 diabetes is and how it affects their body
  • Practical advice – small changes to diet and lifestyle that can improve health and blood glucose levels
  • Expert guidance – sessions led by trained educators in a supportive group setting

  Flexible options for patients to suit your schedule

  • Group sessions: available online or in-person at local venues.
  • Sessions are available during the day, evenings, and weekends.
  • Self-learn on-line option: patients can complete the course at their own pace over four weeks.
  • You are welcome to bring a carer, family member or friend to support you.

How to join 

For more information or to book a course visit empower-diabetes.co.uk or call 0800 852 7460.

Eye care costs

Eye care costs

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New research from Healthwatch England reveals costs of additional eye care services are likely to deter some people from visiting opticians altogether.

An estimated 50% of sight loss is avoidable. That’s why it’s vital that people can have their eyesight tested regularly and get the help they need if there is a problem. Yet new research from Healthwatch England found that costs associated with visiting opticians are deterring those on the lowest incomes from getting regular eye tests.

An online survey was carried out asking about people’s eye care experiences between July and September 2024. 14% of people who responded to the survey had avoided eye care due to cost in the last two years.

People who described themselves as ‘not at all comfortable financially’ were much more likely to say they avoided going to opticians than those who were financially very comfortable (39% vs 3%). Lack of awareness of the financial support available may also contribute to the high rate of people avoiding eye care.

Additional costs may put off patients

As people face rising eye care costs and lack of financial support, many high street opticians, which are private businesses, increasingly rely on generating income through offering services in addition to eye tests.

The survey found that of those who had attended an eye test in the last two years, 72% had experienced staff offering additional services at a cost. This practice has made some people reluctant to visit optician services at all. Those who said that opticians had offered them additional paid services were twice as likely to say they had avoided getting eye care in the last two years compared to those who had not experienced this.

84% of the respondents to the survey were eligible for free eye tests. However, as the results of the survey show, many people eligible for financial support for their eye care may find it difficult to afford additional costs. They may put off getting eye care because they are concerned about being pushed into paying for products or services they can’t afford.

Healthwatch England set out the following steps to protect people from the rising impact of eye care costs:

  • The Department of Health and Social Care should review support for the costs of NHS eye care for those on the lowest incomes.
  • The Government and the NHS should consider a targeted communications campaign through direct channels to low-income eye care patients.
  • The primary eye care sector should have clear guidelines for how staff should assist those on lower incomes without affecting their confidence in seeking care.

If you would like to tell us about your experiences of accessing eye care, please get in touch.

Your feedback: March 2025

Your feedback: March 2025

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Your NHS and social care feedback from March 2025

Top issues

During March you told us you continue to have difficulty getting an appointment with your GP. This was due to feeling forced to go online to do this, or because of poor communication with and from the practice. Around one in five comments about GP services were in praise of the service received at the practice.

Feedback around A&E departments at hospitals was that the quality of care had been poor.

You also told us that waiting lists for mental health services were long, plus the quality care was inconsistent.

This month’s focus

We attended many events hosted by other organisations this month including Allendale Meet and Eat and Berwick dementia café, as well as events in Cramlington, Seahouses, Blyth Family Hub’s Step into Spring event and Vision Northumberland’s equipment day. This is in addition to our usual Here to Hear events in Bedlington, Hexham and Morpeth.

Our Annual Survey had 377 responses and we will share what you told us shortly.

Our online talk for this month was from Northumberland’s Domestic Abuse Service.

Positive feedback example

A patient got in touch to leave positive feedback about their experience of a hip operation at Wansbeck General Hospital.

They said “To help alleviate the fears and concerns regarding a hip operation, Wansbeck Hospital are getting it right. A whole team of people descended on me, helping me (literally) every step of the way. I felt well looked after and completely informed. Well done Wansbeck.”

Cramlington, Bedlington and Seaton Valley resident

Negative feedback example

An elderly person told us they had to call an ambulance during the night as they had been unwell, their condition was deteriorating and they lived alone. They were taken to the RVI and waited four hours to be seen/assessed. They were then placed on a trolley bed in a corridor where they remained for nine hours without being given any water (or food) and too weak to call out for someone’s attention.

Eventually a member of nursing staff commented they looked dehydrated and brought a tiny cup of water. The staff member promised to bring more but never did. On discharge from hospital staff said ”don’t hesitate to come back if you have any more problems”. The person said they’d rather stay at home and face the consequences because at least they’d have access to water.

Tynedale resident

Impact

“The JobCentres are feeding back saying that the Mental Health Support in Northumberland booklets are good and offer clear options of support for customers. They issue them to so many customers who are saying they need support with their mental health.” Partnership Manager, DWP

Information and Signposting Service

We were able to give information or point people in the direction of support for a number of issues including benefits/housing advice, NHS complaints advocacy, patient transport, volunteering activities, and weight loss support.

Read more in our short report.

Free event – Parkinson’s UK

Free event – Parkinson’s UK

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Find out more about Parkinson’s and the support available to people living with this long-term condition at our free online event on Friday 9 May, 1pm-2pm. Plus find out how you can help those with Parkinson’s who you may come across in daily life.

Delivered by Parkinson’s UK‘s Area Development Manager, Kirsty McDowell, and a local volunteer who lives with Parkinson’s, we will share personal experiences of Parkinson’s alongside information about the condition and details of support in Northumberland and beyond.

This session is suitable for professionals and the general public. There will be a chance to ask questions after the presentation.

This event has now passed.

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