Your feedback August 2025

Your feedback August 2025

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Your NHS and social care feedback August 2025

Top issues

This month we heard about issues with GP services including a lack of up-to-date menopause treatment knowledge. We also heard about poor communication for hospital outpatients and how some people found it difficult to read letters from hospitals.

This month’s focus

This month we have been attending our regular Here to Hear sessions at Cramlington Hub, Alnwick Weaver’s Court, Hirst Welfare Centre, Hexham General Hospital and Morpeth Library. We also attended Hexham livestock mart as part of the joint working to support farmers’ mental health.

Our online talk this month was by Colostomy UK on living with a stoma.

Details of our Annual Event in Hexham – Delivering in Tynedale! – were promoted widely to people in the area and across Northumberland.

Positive feedback example

A woman came to see us very happy with the care she had experienced when she had hurt her ankle. She said all aspects of the care she received were excellent, timely and delivered by caring staff. Whether that was NSECH where she first went, the orthopaedic surgeon, the GPs or JMAPS, everything was well coordinated and picked up seamlessly from one another.

The Cora Health (previously Connect Health) physiotherapy ankle class was really good and she felt that ‘everyone should have access to it.’ The only improvement she could suggest is that the physiotherapy input should have started before she left hospital, rather than a short while after she had been discharged.

Castle Morpeth resident

Negative feedback example

A person told us that they have been diagnosed with Autistic Spectrum Disorder and find NHS letters difficult to read because they are often printed on both sides of paper. This means the print from the other side can be seen through the paper, as well as sometimes being printed upside down on the reverse side.

The person told us that issues like this can seem unimportant to others, but are very distracting for those with Special Educational Needs and Disabilities and can make focussing on the content more difficult.

Tynedale resident

Impact

We learnt that Northumberland County Council has been running Mental Health First Aid training for its staff, at which they issue our ‘Mental Health Support in Northumberland’ booklet to attendees.

Information and Signposting Service

We were able to help people find the information they need on a range of issues and services, including mental health support, antenatal classes, adult social care and public transport.

Read more in our feedback summary for August 2025.

Statement on the future of Healthwatch

Statement on the future of Healthwatch

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The Government has decided to transfer the duties of local Healthwatch to Integrated Care Boards and Local Authorities and close Healthwatch England.

We are disappointed by the decision. We will not know the full implications of the Government’s proposals until we see the details in the NHS 10-Year Plan, the Penny Dash Review into Patient Safety, and new legislation is passed by Parliament. We expect this will take time.

We will continue to champion the involvement of service users and carers in health and care decision making in Northumberland. We believe the best way to improve services for everyone is by having a strong, independent voice for residents—where people can share their views and experiences of all the health and care services they use.

We have a strong work plan for 2025/26 and are committed to delivering our Healthwatch to a high standard and supporting as many residents as we can. We look forward to working in partnership with local organisations, service providers, and our Healthwatch colleagues across the North East and North Cumbria, to make sure local people’s voices are heard.

We will share further information about our future as the government’s plans become clearer.

A national petition has been created in response to the government’s decision to abolish Healthwatch England and Local Healthwatch. Please feel free to sign and share it.

Petition: Review decision to abolish independent local Healthwatch

 

Proposed Lintonville relocation

Proposed Lintonville relocation

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Northumbria Primary Care is proposing to move Lintonville GP surgery to a new site at the Ashington Workspace on Lintonville Parkway (near Lidl). The North East and North Cumbria ICB will need to approve the plans before they go ahead.

The current GP surgery building is over 100 years old and is not big enough to provide the best care for patients. More private space is needed in the reception area and there are not enough toilets or parking.

The new site is less than 500 metres from the current surgery and near the main bus station. The new building would have more space, better facilities and more parking.

Next steps

If the plans are approved, work on the new building is expected to start in early 2026. It will take up to a year to complete. The current surgery will stay open during this time, and there will be updates as the proposed surgery move gets closer.

Have your say on the proposal

  • Have your say in this online survey or ask at the GP reception for a paper copy. Leave your feedback by Thursday 25 September. Please get in touch if you would like help to complete the survey.
  • Attend a drop-in session at the current Lintonville surgery on Wednesday 3 September between 10am and 1pm or on Wednesday 10 September between 4pm and 6.30pm.
  • Come along to our online drop-in session on Wednesday 17 September between 6pm and 7pm. To join, please email helenb@healthwatchnorthumberland.co.uk or call 03332 408 468.
  • Write to NPC Lintonville, Lintonville Terrace, Ashington, NE63 9UT, drop in a letter at reception or email nencicb-nor.npc.lintonville@nhs.net
  • There are plans to run focus groups and a community café in the autumn, to talk with patients, residents and local organisations and groups about what health and support services the community needs.

Find more information about the proposal at the Northumbria Primary Care website.

Free event – Scams awareness

Free event – Scams awareness

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Would you like to better protect yourself and others against fraudsters? Join us for a free online talk about scams awareness and prevention on Friday 12 September, 1pm to 2pm.

Research shows that being scammed or defrauded can have medical and social consequences, as well as the obvious financial loss.

So, for our September online talk, we have invited Chris Balfour, Scams Awareness Officer at AgeUK Northumberland, to talk to us about AgeUK’s scam prevention work and the support they can offer to both the public and to professionals.

Chris will cover:

1.What are the main types of scams being used nowadays?

2.Tools and techniques for protecting yourself against scammers

3.Where and how you can access further support and how reporting scam attempts can help reduce the problem

There will be an opportunity to ask questions after the talk.

This event has now passed.

Sign up to our newsletter to hear about future events or catch up with previous events on our online events page.

Choosing a care home

Choosing a care home

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Finding a suitable care home for you or a loved one can be difficult. Knowing what to look for and what questions to ask can make the decision easier. Healthwatch England has gathered some information and useful resources to help you make the right choice.

Three checklists to help you get started

  1. Age UK has a video that explains some of the key things to look out for when visiting a care home, as well as a checklist to help you choose the right home.
  2. Healthwatch Lancashire has developed the ‘Mum’s test checklist’ based on extensive visits to care homes and conversations with residents.
  3. Independent Age also has a checklist of questions to consider when choosing a home.

Step one – Make sure you have considered all your options

Moving into a care home not only involves changing where you live but could also cost you a lot of money.

The NHS guide to care homes advises you to consider the least disruptive and inexpensive options, such as support to live independently at home or in sheltered accommodation.

Step two – Understand the different types of care homes

Care homes can offer permanent residence or care until someone can live independently or move to a different service. There are two main types of care homes for people who cannot live independently in their own homes.

  • Residential care homes range in size from small homes to large-scale services and offer a place to live with personal care throughout the day and night. Staff can help with washing, dressing, mealtimes and using the toilet.
  • Nursing homes provide the same care as residential services. They also offer 24-hour medical care from a qualified nurse.

Some care homes focus on supporting people with specific needs, such as dementia or severe disabilities. The Care Quality Commission (CQC) regulates care homes and can provide information on both kinds of homes.

Step three – Be clear about who will fund your care

Your local authority might help with the care costs if you need support. Exactly how much you get will depend on your needs and how much you can afford to pay.

Money Helper has produced a guide on paying for care. They advise contacting the social services department of your local authority to find out whether you’re eligible for funding.

Your local authority has a legal duty to assess what help you need. Money Helper has also produced a guide explaining how care needs assessments work and what you should expect.

You might qualify for free NHS continuing healthcare funding if you have a complex medical problem. As with local authority funding, finding out if you are eligible and getting an assessment is essential.

Step four – Find the right home for you

Healthwatch Lancashire has developed a checklist to help you choose the right home, with advice on doing research before visiting a home.

Things to think about include:

  • The home’s location
  • The cost of care
  • The home’s services

You can also:

  • Phone the care home or visit their website to request a brochure
  • Check if they have any places available
  • Read the latest inspection report about the care home by the CQC
  • See if your local Healthwatch has visited the service and produced a report

Step five – Making your choice

How can you tell if the home you are considering is right for you? With the support of Healthwatch Camden, Independent Age has developed eight indicators to judge the quality of a care home.

It is also good to make a checklist of things to look out for and questions to ask staff. For example:

  • What activities are on offer for residents?
  • What is the ratio of staff to residents?
  • Can you access the healthcare you need?
  • Would the home agree to a trial period?
  • What is the home’s visiting policy?

If you’re visiting on behalf of a loved one who can’t get to the care home, ask them to tell you which things on the checklist are most important to them before you visit.

It is also a good idea to record your reflections and ask any follow-up questions you might have.

Further reading

Check out these useful links if you need more support and information on choosing the right care home or what care and support best suits your needs:

If you would like to tell us about your experience of finding a care home please get in touch.

Here to Hear – at our monthly drop-ins

Here to Hear – at our monthly drop-ins

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Healthwatch Northumberland Monthly Drop-ins

Come and see us at one of our monthly drop-ins, which we hold in all five local council areas of the county. These sessions are a chance for you to tell us, in confidence, about your experiences of NHS and social care services so that we can understand what is working well and what could be improved. You can also use our Information and Signposting Service to find out more about local support and services. Call in to speak to our friendly team at one of the venues below, or if you’d prefer to make a specific appointment for one of the sessions, please get in touch.

  • Hexham General Hospital, Corbridge Road, Hexham, NE46 1QJ: Third Thursday of every month, next date 18 September, 10.30am – 12.30pm.
  • Hexham Mart, Tyne Green, Hexham, NE46 3SG: Friday 19 September, 9am – 1pm.
  • Morpeth Leisure Centre, Gas House Lane, NE61 1SR: Fourth Wednesday of the month, next date 24 September, 10.30am – 12.30pm.
  • Weavers’ Court, Swordy Drive, Alnwick, NE66 1SZ: Second Thursday of every other month, next date 9 October, 10.30am – 12pm.
  • Allendale Village Hall, Leadgate, Allendale, NE47 9PR: Wednesday 3 December, 11.30am – 1pm.
  • Free online information session: Second Friday of the month, 1.00pm – 2.00pm. There will be a different topic each month – see our online events page or social media for details.

We also attend one-off events throughout the county. Please check our events calendar or social media for more details.

You can leave feedback at any time here on our website

Spotlight on…Northumberland Frontline

Spotlight on…Northumberland Frontline

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Northumberland Frontline

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

Navigating health and wellbeing services can be overwhelming. Whether for yourself, a loved one, or a patient, knowing where to turn is the crucial first step. That’s where Northumberland Frontline comes in – a single, go-to resource for discovering support services across our county.

What is Northumberland Frontline?

Northumberland Frontline is a free, comprehensive digital directory designed to put vital information directly into your hands. It is a one-stop shop, with over 430 local services already registered, covering everything from mental health support and debt advice to social groups and activities for all ages. The platform is constantly updated, ensuring you are accessing the most current and reliable information.

Frontline allows you to easily browse trusted, local organisations that can help to navigate life’s challenges. It is quick, easy, and anonymous.

How to use Frontline

  1. Visit the website: Explore the huge range of services available today and bookmark it for future use.
  2. Download the App: Get instant access on the go. Search for ‘Frontline Referrals’ on the Apple App Store (for iPhone/iPad) or the Google Play Store (for Android devices).

More than a directory: A partnership in action

The example below shows one of the ways Frontline has become a trusted link, enabling services to work together to create real change.

“I represent the HDFT Growing Healthy 0-19 (25) Northumberland Service. My role as Community Anchor is to work with communities and partners across all sectors to improve the health and wellbeing of our families.

The team at Northumberland Frontline has been instrumental in developing a project to improve the housing conditions of our service users. As a service, we visit multiple homes each day where we often note issues with housing, such as damp and mould. However, seeking a resolution to these issues is often a complex process.

It was identified that Northumberland Frontline was the key to creating the links between the services to quickly, easily, and safely share information to request housing repairs. I cannot thank the team at Northumberland Frontline enough for their resilience, tenacity, and support in helping drive this project forward. Their input has been invaluable.” — Community Anchor, HDFT Growing Healthy 0-19 (25) Northumberland Service

If you have used Northumberland Frontline and would like to tell us about your experience or if you have a question, please get in touch.

Your feedback July 2025

Your feedback July 2025

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Your NHS and social care feedback July 2025

Top issues

This month we heard about issues with GP services. You told us about difficulties making appointments over the phone, poor quality of care and poor communication. However, a third of feedback about GP services was positive.

This month’s focus

We have been out and about in the good weather delivering our Here to Hear sessions. We also attended Thriving Together’s networking event in Newton, the Seafit event at Amble Harbour, Hexham Auction Mart, Blyth wellbeing event, and the Digital Phone Switch online training session.

Our online talk was from Prostate Cancer UK which our attendees found both informative and engaging. We began the first of the public participation meetings for our Persistent Physical Symptoms project. More details to follow.

Promotion is under way for our Annual Event, ‘Delivering in Tynedale!’. This free event for people who live or work in the area is a chance to hear about the NHS ten-year plan and what changes mean locally, the Pharmacy First service, plus Direct Payments and taking control of your care.

Positive feedback example

A person told us that they recently moved into the area and have been pleased with care from their GP surgery – much better than previous surgery out of the Northumberland area. They said that it was easy to get in touch online for help and they were offered support with mental health around menopause without asking, which they felt was really positive.

North Northumberland resident

Negative feedback example

A patient told us they feel anxious about NHS services (as well as other things) creeping towards digital reliance. They said they don’t feel confident or comfortable using digital services, leaving them excluded in many ways and feeling quite vulnerable.

Tynedale resident

Impact

This month we helped someone find the information they needed around support for Myalgic Encephalomyelitis (ME). They told us “Thank you for so much for your email and for all of the information provided – it has been so helpful, along with the video too. I am sincerely grateful.

“Thank you also for your listening and the sympathetic ear. Words just can’t express the relief that comes with knowing that there are people out there willing to help and support those who are going through this rather debilitating illness, rather than having to fight it alone which I feel I have had to do over the last five months!

“So thank you for your understanding and a great service – it is very much appreciated.”

Information and Signposting Service

We were able to help people find the information they need on a range of issues and services, including NHS complaints, mental health support, Adult Social Care, dementia support, stoma support and physiotherapy.

Read more in our feedback summary for July 2025.

Trends in feedback January to June 2025

Trends in feedback January to June 2025

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Between January and June 2025, we received detailed feedback from 417 individuals from talking to people at face-to-face events, telephone calls, emails, website queries, social media and other sources. This was more than the previous six months (we heard from 388 people between July and December 2024) and the same number as between January to June 2024.

The feedback we have received has been dominated by feedback on GP services again, with a quarter (25%) of the feedback received in January to June 2025. However, the percentage share of the feedback has dropped slightly from 27% in July to December 2024.

The next most raised services were all of a similar proportion of the total feedback received: Hospital – unspecified department (6% of total feedback received), Audiology (just over 4.5%), Hospital – outpatients (4%) and Dentists (just over 3.5%).

Signposting/requests for information

In January to June 2025, we signposted 71 people to different organisations for support, which is 17% of the total detailed feedback received. This is up slightly from the previous six months, both in the total number and the proportion of overall feedback received (61 people, 15.7% of overall feedback in July to December 2024). Like the previous six months, the subject matters asked about were very varied with no real themes emerging.

Trends

In the six-month period of January to June 2025 the percentage of positive comments rose from 16% in January to 18% in June and the percentage of negative comments fell from 46% to 39% over the same period. This continues the trend we have seen over the past year since July 2024 which shows an overall improvement in the Northumberland residents’ perception of services.

Insights

The long-term trend over the past year in the public’s perception of services has continued to improve, judging by the proportion of positive to negative comments we received between January and June 2025.

We heard from more people with disabilities over the past six months than in the second half of 2024, and we are still hearing from a greater proportion of respondents with a disability than the county’s own demographic distribution.

We heard from a similar proportion of men and boys of all ages in these past six months as we did in July to December 2024. This is a plateau in the slow and steady improvement in our engagement with males over the past two years. We are working to improve this further.

We have continued to broaden our reach to hear more from the more deprived communities, and we are now getting almost a 50:50 balance between the most deprived and least deprived sections of the population.

We are hearing about concerns with one GP practice, in particular. We will raise the matter with this practice so it can address the identified issues.

Read more in What you told us: Trends in feedback January to June 2025.

NHS dental consultation

NHS dental consultation

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The Government has opened a consultation on changes to the NHS dental contract.

People aged 16 years and over living in England are invited to share their views and help shape future NHS dental services.

Please read the full consultation page before completing the survey.

Have your say before 19 August 2025.

NHS dental consultation

 

This consultation is now closed