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.

Delivering in Tynedale!

Delivering in Tynedale!

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You’re invited to our Annual Event 2025 in Hexham!

Where: Tynedale Function Suite, Tyne Green, Hexham NE46 3SG (at the Auction Mart)

When: Friday 12 September 2025

Time: 4pm – 6pm (refreshments from 3.30pm)

Our Annual Event is your chance to hear about the NHS ten-year plan and what the changes will mean for local healthcare services, from Joe Morris MP, as part of his role as Parliamentary Private Secretary for the Department of Health and Social Care.

We’ll also hear from Northumberland County Council about direct payments, and how to take control of your care.

Plus, find out more about the Pharmacy First scheme from Hexham pharmacist Mohsin Malik.

We will also give a review of our work over the last year as your local health and social care champion.

There will be a chance to ask questions.

Join us from 3.30pm for tea, coffee and scones!

Book your free place 

Unpaid carers: taking a break

Unpaid carers: taking a break

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Taking a break carers Northumberland

Do you provide unpaid care for a partner, family member or friend?

We’re working with Carers Northumberland to learn more about your experiences of taking a break from caring.
Your feedback will be used anonymously to report to adult social care services what is working well, and what can be improved.
You can share your experiences at: bit.ly/Carers-TakingABreakor call 03332 408468 to leave your feedback with one of our friendly team.
For lots of information on health, care and support services, visit our Your Health webpages.
This piece of work has now finished. We will share the results with you in autumn 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

Your feedback June 2025

Your feedback June 2025

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Your NHS and social care feedback June 2025

Top issues

This month we heard good things about the care received at GP surgeries, but also that it can take time to get an appointment. You also told us about communication issues with services, and that you were sometimes having to travel long distances to hospital appointments.

This month’s focus 

We held drop-in sessions at our usual Here to Hear venues plus Seaton Sluice Community Centre. We also went to Allendale Village Hall for the meet and eat session, the Work Smart, Live Well event at Cramlington, Berwick and Borders Carers’ event, and the public drop-in session for Felton surgery.

Our online talk was from the ME Association on Myalgic Encephalomyelitis (ME) and Chronic Fatigue Syndrome and got a very good reception from those that came along to learn more about these conditions.

Our Annual Report 2024-25 – ‘Unlocking the power of people-driven care’ which highlights how we’ve made a difference over the past year.

Positive feedback example

A person told us that, having been discharged from a larger hospital where they hadn’t been pleased with the service, they were then in a smaller, local hospital where they say the level of personal care was notably better. Staff were very attentive, watching patients and ensuring their safety whilst moving about to go to the bathroom etc. They reported the food as being excellent, with several choices.

The hospital arranged for an Occupational Therapist to visit their home whilst they were in hospital and by the time they arrived home via ambulance (also arranged by the hospital), hand rails and other safety
features had already been fitted.

Tynedale resident

Negative feedback example

A member of public who recently had a Covid-19 spring booster told us they’d had a reminder through post, However, this did not say where to go for a vaccination. They tried local pharmacy then GP surgery to see if they could get the vaccination there, but neither offered the service.
They found a pharmacy in Seaton Delaval which provided a walk-in service. The person didn’t try to call 119 to ask where could get the jab and is not online, so they just tried local services first.
They were surprised that the services did not tell him where he could go or that the invitation letter did not include this useful information.
Cramlington, Bedlington and Seaton Valley resident
Impact

“I thought today was really informative. I especially loved that once you have ME/CFS other symptoms of further illnesses are not picked up! I invited my uncle who’s a retired medic with a daughter with this; he’s been fighting for support for her for a long while! He’s going to get in touch with Russell direct. A great approach from someone with lived experience, thank you!”.

Feedback from attendee of June’s online talk by ME Association.

Information and Signposting Service

We were able to help people find the information they need on a range of issues and services, including NHS dentists, continence services, hearing aid batteries’ collection points, NHS complaints, paediatric first aid courses and transport to cancer care appointments.

Read more in our feedback summary for June 2025.

Free event – Living with a stoma

Free event – Living with a stoma

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Find out more about the support available to people living with a stoma at this free online event with Colostomy UK on Friday 8 August, 1pm-2pm. We will hear from Shauna Hemphill, Community Engagement Lead for Colostomy UK.

What is Colostomy UK?

Colostomy UK is a national charity that supports anyone impacted by living with a stoma. They offer practical advice, information, emotional support, and empowering opportunities. Colostomy UK works to raise awareness, tackle stigma, and influence positive change in healthcare and societal attitudes.

Understanding life with a stoma

Shauna from Colostomy UK will explain what a stoma is, why someone might need one, and the different types of stomas. She will also explore the wide-ranging impacts that living with a stoma can have—not just physically, but emotionally and socially to tackle misconceptions and stoma stigma.

We hope to be joined by a Colostomy UK volunteer with lived experience to share their journey and experiences of living with a stoma.

Support for health and social care professionals

Colostomy UK supports health and social care professionals to improve the experiences of people living with a stoma in those settings, and improve overall care. This ranges from resources and training, to working collaboratively to improve support.

This talk is suitable for professionals or members of the public wishing to know more about life with a stoma.

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.

Young people and mental health

Young people and mental health

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A group of sixth-form students from the Queen Elizabeth High School in Hexham have been leading a research project alongside Healthwatch Northumberland, investigating the provision of mental health support information for young people in Northumberland.

The students led the project themselves, designing surveys, analysing the responses and writing a final report.

They have also supported Healthwatch Northumberland in creating a new young people’s support webpage, researching information to include on the page and helping to promote it.

Read the students’ final report

Visit the new young people’s support webpage

Our visits to local care homes

Our visits to local care homes

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Purpose of the visits

When Healthwatch was established in 2012 we were given the power to ‘Enter and View’ health and social care premises as a way of engaging with people and gathering feedback.

In 2022 as part of our work to increase public understanding of care homes, we produced a guide of simple things to be done to help people settle into care home life.

We want to build on this to explain the day-to-day experiences of care home residents and their families. Our aim is to identify and showcase good practice as well as suggested areas, which might enhance how the service is delivered, exploring what is working well and areas that may be improved, so key themes may be shared and to give useful insights to potential residents and their relatives.

In summer 2024 we visited three of the four care homes owned and run by HC-One in Northumberland. These were Acomb Court in Hexham, Ashington Grange, and Foxton Court in Morpeth. We visited the fourth, Hartford Court, in May 2025.

These were planned and announced visits to observe and obtain information. The reports relate only to the Healthwatch Northumberland teams’ observations during the time of the visit and is not a representative or comprehensive portrayal of the experiences of all service users and staff. It is an account of what was observed and contributed at the time.

Healthwatch Enter and View visits are not intended to specifically identify safeguarding issues but in the event such concerns should arise, they would be reported in accordance with Healthwatch safeguarding policies. Any concerns would be reported to the team lead and the service manager informed, concluding the visit.

Planning and preparation

Derry Nugent, the Project Lead for Healthwatch Northumberland, produced and discussed a brief for the visit with the care home managers and Graeme McConnell HC-One’s Area Director.

To prepare for the visits all Healthwatch Authorised Representatives attended Enter and View training and briefings to ensure they understood Healthwatch Northumberland’s remit, the purpose and context of the visit, guidelines for how to proceed in a care setting and had the skills to effectively engage with residents and family members.

We sent letters to the home in advance for residents and relatives of residents to explain the purpose of the visit, date and time of the visit and links to an online survey. We provided posters to display in the home. Residents and relatives had access to an online survey or paper version if they were unable to be present or preferred to give feedback this way.

Our findings

Thank you to all of the staff, residents and relatives who helped us with this piece of work. You can read our findings and recommendations, plus the care homes’ responses, below.

Acomb Court Care Home Enter and View visit August 2024

 

Ashington View Care Home Enter and View visit August 2024

 

Foxton Court Care Home Enter and View visit August 2024

Hartford Court Care Home Enter and View visit May 2025

 

 

Free event – Prostate Cancer UK

Free event – Prostate Cancer UK

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Find out more about prostate cancer at our free online event on Friday 11 July, 1pm-2pm, with Gil and Cathie, volunteers with Prostate Cancer UK.

The talk will cover risks, possible signs and symptoms, diagnosis and some treatment pathways.

We will also learn about support available from the charity if you are concerned, newly diagnosed or you or a family member or friend is living with prostate cancer. You will hear Gil and Cathie’s own personal experiences.

Please note the session is not intended to provide medical advice.

This talk is suitable for professionals or members of the public wishing to know more about prostate cancer. 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.