Your feedback October 2025

Your feedback October 2025

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Your NHS and social care feedback October 2025

Top issues

This month we heard mixed feedback about GP services with a few people saying the appointment booking process had improved. We also heard about long waiting times for audiology appointments and long distances to travel to hospital outpatients appointments.

This month’s focus

This month we were out and about at our Hear to Hear events in Alnwick, Hexham, Morpeth, Seaton Valley, Prudhoe, Blyth and Cramlington. We also attended Hexham Mart, Thriving Together’s information sharing event in Ashington and had a table at the Young at Heart event in Blyth.

We hosted a ‘Mind the Gap’ session organised by Northumberland Health and Wellbeing VSCE Network, around farmers’ mental health.

Our online session was from Northumberland Talking Therapies, Tyneside and Northumberland MIND, and Northumberland Recovery College on ‘prioritising mental health in the workplace’, in support of World Mental Health Day. The session included a guided reflection and tips for dealing with stress. This was our second highest attended online event of this year.

Our ‘Pharmacy First’ project took place throughout October, with the aim of finding out people’s awareness and experience of the scheme. The results of this will be published in November.

Positive feedback example

A patient left positive feedback about their GP surgery.

“I get fantastic treatment at my GP surgery. It doesn’t matter whether it’s the receptionists, the practice nurses, the GPs or recently a trainee GP, they are all knowledgeable, approachable, thorough and very, very caring. I don’t think anyone can ask for more.”

Ashington and Blyth resident

Negative feedback example

A patient asked for a simple audiology appointment as her hearing aids are whistling. There are no obvious signs of what’s wrong but the person is very social and relies on the hearing aids. They have been told it’s at least 13 weeks wait for an appointment.

Cramlington, Bedlington and Seaton Valley resident

Impact

A person asked us for support at our Hexham General Hospital Here to Hear event in June 2025. They wanted help to find a missing hospital appointment letter and scan result on the NHS App. Their GP had received the letter but it wasn’t showing on the App.

We confirmed the details were not there and advised them to contact the consultant’s secretary or PALS for support to get the information uploaded onto the App, or speak to GP reception.

This month we received an update. The patient had followed our advice and contacted PALS, who had carried out an investigation.

The outcome was that the letter and scan result were added to their health record on the NHS App and they had an apology from the department concerned.

Information and Signposting Service

We were able to help people find the information they need on a range of issues and services, including counselling for young people, audiology, carers’ rights and cancer support groups.

Read more in our feedback summary for October 2025.

Accessing NHS dental care

Accessing NHS dental care

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Find out how to access NHS dental care

North East and North Cumbria Integrated Care Board (ICB) has a plan to improve oral health and increase access to NHS dental care across the North East and North Cumbria.

There are four ways patients can access NHS dental care:

Contact an NHS dentist

NHS dentists provide routine dental care and urgent care appointments during their normal working hours. Contact your regular dentist if you have one or search for a dentist near you.

If you have an urgent care issue and cannot get an appointment with an NHS dentist, try one of the options below.

Contact dentists that have extra urgent appointments

Selected dentists across the region have extra urgent appointments. A list of contact details for those practices can be found on the ICB’s website.

Book an appointment at an urgent dental access centre

Urgent dental access centres offer appointments to diagnose and treat urgent dental problems. Patients can book their own appointment at an urgent dental access centre at the ICB’s website.

There are 23 centres across the North East and North Cumbria, including three in Northumberland in Alnwick, Blyth and Hexham.

This is not a walk-in service so appointments must be booked in advance.

Contact NHS 111 for urgent care

Visit 111.nhs.uk or call 111 if you cannot find an urgent appointment with any of the NHS dental services above and have any of the following issues:

  • Severe toothache that causes pain that does not stop or cannot be eased by over-the-counter painkillers.
  • Dental abscess infections that cause swelling, pain and possibly fever.
  • Broken or knocked-out teeth.
  • Bleeding in the mouth following a dental procedure or an injury that does not stop by itself but can be controlled. If bleeding cannot be controlled in any way, emergency care may be needed.
  • Swelling in the mouth or face that could be a sign of infection.
  • Fractured, loose or displaced fillings causing pain.
  • Severe bleeding from gums or conditions affecting other soft areas of the mouth (such as cheeks or tongue).

The NHS 111 health advisor will discuss your needs and if needed, may be able to find you an appointment at an urgent dental access centre or an out-of hours treatment service.

Patients should only go to A&E or call 999 if they have:

  • Serious injuries to the face, mouth, jaw or teeth
  • Heavy bleeding from the mouth that will not stop
  • Severe swelling of the mouth, lips, throat or neck, and difficulty breathing or opening one or both eyes
  • Any injury to the head or face that has caused them to lose consciousness, vomit, or have double vision.

If you would like to tell us about your experience of NHS dental care or would like further information, please get in touch.

Local hearing support drop-ins

Local hearing support drop-ins

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You can now get support with your hearing at local drop-in clinics run by RNID. The sessions offer hearing aid maintenance including supplies of batteries and tubing, information and support on hearing loss and basic hearing checks.

There are currently drop-in clinics in Alnwick, Berwick, Corbridge, Hexham, Morpeth and North Shields with more locations coming soon.

Search for a drop-in near you on the RNID website. No appointment needed.

Read our report Hearing what matters – experiences of audiology services in Northumberland to learn more about audiology services in Northumberland including our findings and recommendations.

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.

  • Morpeth Leisure Centre, Gas House Lane, NE61 1SR: Fourth Wednesday of the month, next date 26 November, 10.30am – 12.30pm.
  • Hexham Mart, Tyne Green, Hexham, NE46 3SG: Tuesday 2 December, 9am – 1pm.
  • Allendale Village Hall, Leadgate, Allendale, NE47 9PR: Wednesday 3 December, 11.30am – 1pm.
  • Seaton Delaval Community Centre, Elsdon Avenue, Seaton Delaval, NE25 0BW: Wednesday 3 December, 10am – 11.30am.
  • Weavers’ Court, Swordy Drive, Alnwick, NE66 1SZ: Second Thursday of every other month, next date 11 December, 10.30am – 12pm.
  • The Manors, Prudhoe, NE42 5ET: Wednesday 17 December, 10.30am – 12.30pm.
  • Hexham General Hospital, Corbridge Road, Hexham, NE46 1QJ: Third Thursday of every month, next date 18 December, 10.30am – 12.30pm.
  • 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

Tell us what you think!

Tell us what you think!

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We’d like to hear your views on three NHS services designed to help people access care more quickly and conveniently.

These are:

  • The NHS App
  • GP extended access (out of hours appointments)
  • The Pharmacy First Service

The NHS App

The NHS App is a simple and secure way to manage your health. It puts key services at your fingertips – anytime, anywhere.

With the NHS App, you can:

  • Book GP appointments
  • Order repeat prescriptions
  • View your health records
  • Access trusted health advice
  • Receive messages from your GP and hospital services

GP extended access

Extended access offers appointments for GP services outside of usual hours. This can include:

  • Same-day and pre-bookable appointments
  • Face-to-face, phone, or online consultations
  • Evening and weekend availability

Opening hours: Monday to Friday: 8am – 8pm, Saturday: up to 5pm

Appointments may be at a different practice, so check with your GP surgery or visit their website to book.

Pharmacy First

Your local pharmacist can help with many common health concerns – no appointment needed. Visit your pharmacy first for:

  • Earache
  • Impetigo
  • Infected insect bites
  • Shingles
  • Sinusitis
  • Sore throat
  • Urinary tract infections (UTIs) for women aged 16-64

Pharmacists can also provide an urgent repeat medicine supply.

These services are designed to help people feel better faster, particularly as we approach winter.

What do you think of these services?

Please share with us your experiences of these services. Your feedback will help the NHS in our area understand what is working well for people, and what could be better. You can:

  • Leave feedback online
  • Download an easy read version of the questions and return to us by email or post
  • Call us on 03332 408468 and one of our friendly team will go through the questions with you.

 

 

Free event – The ME Association

Free event – The ME Association

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Join us on Friday 14 November at 1pm to hear from Dr Katrina Pears, Research Coordinator for The ME Association, about the latest research into Myalgic Encephalomyelitis/Chronic Fatigue Syndrome (ME/CFS) and Long Covid. Her overview will draw on the evidence-based NICE Guideline, expert medical opinion, and findings from research into the underlying disease mechanisms.

The ME Association provides effective support and expert information, lobbies local and national governments and is working to improve healthcare for all. It prioritises prudent investment in medical research in the hope that one day there will be effective treatments and even a cure.

Since the pandemic, the charity has been welcoming people with Long Covid due to the many similarities with ME/CFS.

This event is suitable for the general public and professionals. There will also be a chance to ask questions.

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.

Help shape Adult Social Care Services

Help shape Adult Social Care Services

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We are always looking for volunteers to be part of our Adult Social Care People’s Panel.

What is the Adult Social Care People’s Panel?

We run this panel with Northumberland County Council. The aim of the panel is for you to have your say and help shape adult social care services in Northumberland.

We chat about experiences – what is going well and what could be better. The meetings are lively, challenging and produce real improvements in services and experience.

If you are an adult social care services user or simply have an interest and want to make a difference, the People’s Panel is for you.

Listen to Project Coordinator, Derry Nugent, on what you can expect from joining the panel.

What our panel members say

“As a long-term receiver of adult social care, it’s refreshing to be able to express the views of someone at the ‘sharp end’. It is good to know that we are being listened to by those who make policy, and take the decisions which affect our health and quality of life so much.” Jane

“Being part of the adult social care panel has given me a voice to help shape the future policy and direction of adult services within Northumberland.” John

The panel meets at County Hall in Morpeth.  We pay reasonable travel expenses, or you can attend online. The meetings are lively, challenging and produce real improvements.

If you would like to be part of the panel you can either complete the application form online or for an informal chat please contact Derry Nugent at derryn@healthwatchnorthumberland.co.uk

If you would like to take part but need help with the form or need the information in another format, please let us know.

Your feedback September 2025

Your feedback September 2025

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Your NHS and social care feedback September 2025

Top issues

This month we heard about issues with GP services including difficulties getting an appointment and digital exclusion. We also heard about the distance patients had to travel to get to hospital outpatients appointments and difficulties getting an appointment with an NHS dentist.

This month’s focus

The main focus was on delivering our Annual Event in Hexham. 80 people joined us to hear about local services and our review of the year.

We’ve been out and about with our Hear to Hear events in Bedlington, at Hexham General Hospital, Morpeth Library, Seahouses Hub and Newbiggin. We attended Thriving Together’s information events in Amble and Haltwhistle, a Northumberland County of Sanctuary session at Ashington, the Meet and Eat session in Allendale and we also heard from adults with learning disabilities at Journey Enterprises in Acomb.

We launched our Pharmacy First work, and started analysing results of the ‘Taking a Break’ carers project.

For the Persistent Physical Symptoms project, we held the second Patient Participation Governance group meeting and gave a promotional talk to Blyth Rotary club.

Our online talk this month was from Age UK Northumberland. The subject was Scams Awareness and the event was well attended.

Positive feedback example

A patient left positive feedback about their endoscopy appointment at Hexham General Hospital.

“A very positive experience from entering the department to leaving. The reception was very welcoming, the waiting area was comfortable and clean. The initial assessment was slightly rushed in a small room but still allowed time for questions etc. I cannot thank Dr Lee and the endoscopy staff in the room enough. I was very stressed about the procedure but I was talked through it and it was over before I knew it. Recovery was swift and I was given a print out of findings. The staff contacted my husband to collect me. Excellent, professional and patient centred care. All credit to the team.”

Tynedale resident

Negative feedback example

“Whilst I feel digital is great for those that can use it, I am concerned that older people are feeling pushed into using digital services. Many who are much older have never used smartphones, or even computers, so patients still need to have choice of how to access GPs. Surgeries should consider the demographics of an area when deciding on patient access.”

North Northumberland resident

Impact

We received positive feedback on our Annual Event. “Pharmacy First presentation was very informative. Useful to hear about service I was unaware of such as the 111 emergency prescription service. More local publicity definitely needed for Pharmacy First. Direct Payment session also very clear and helpful.”

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, finding an NHS dentist and hearing aid repair.

Read more in our feedback summary for September 2025.

Have your say on Pharmacy First

Have your say on Pharmacy First

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We’d like to hear your views on the Pharmacy First service. By sharing your feedback, you’ll help us to understand people’s awareness of the scheme, and any concerns or suggestions you may have.

Pharmacy First, which was launched in January 2024, enables community pharmacies to provide treatment for seven common conditions without patients needing to see a GP. These are earache, impetigo, infected insect bites, shingles, sinusitis, sore throat and urinary tract infections (UTIs) for women aged 16-64. Pharmacists can also provide an urgent repeat medicine supply.

Please leave your feedback by Sunday 9 November.

Have your say online or call us on 03332 408468 to leave feedback over the phone or to ask for a paper copy in the post.

This survey has now closed.

 

World Mental Health Day

World Mental Health Day

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To celebrate World Mental Health Day, we were joined by Tyneside and Northumberland Mind, Northumberland Talking Therapies and Northumberland Recovery College to talk about mental health in the workplace.

First of all, Emmalene Charlton from Tyneside and Northumberland Mind gave us an overview of what stress is and some ways we can help manage it.

Then we heard from Sarah Coles from Northumberland Talking Therapies for some tips and techniques to help manage stress.

Finally, we enjoyed a guided imagery meditation from Northumberland Recovery College.

Catch up on the recordings from the event on our online events page.

Find support

Tyneside and Northumberland Mind – call 0330 174 3174 or email admin@tynesidemind.org.uk

Northumberland Talking Therapies – call 0300 3030 700

Northumberland Recovery College – call 07866 053717 or email: nrc@everyturn.org