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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.

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.

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

Healthwatch England’s response to NHS England reform

Healthwatch England’s response to NHS England reform

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The Prime Minister Keir Starmer has announced that NHS England will be abolished to bring management of the NHS back to ministers. Its functions will be taken into the Department of Health and Social Care, with the merger lasting about two years.

The move is to make savings and empower NHS staff to deliver better care for patients.

Responding, Healthwatch England Chief Executive Louise Ansari said:

“We know people want better access to and experience of care for everyone, in particular those facing health inequalities, including disabled people, carers, and those on low incomes.

“During the forthcoming period of change for NHS England, it’s important that everything possible is done to ensure that patients’ care is not disrupted and that the progress the NHS has been making in some areas is not reversed.

“Going forward, any changes in structures need to have improvements in patient access to and experience of care at their heart.”

What is NHS England?

NHS England leads the National Health Service (NHS) in England and has a wide range of statutory functions, responsibilities and regulatory powers. NHS England was established in 2013 with the aim of establishing greater independence and autonomy for the NHS.

What do the changes mean for the NHS?

The NHS is not going anywhere.

Healthwatch England has explained that the announcement relates to the structure of the NHS; the change means that the ‘functions [of NHS England] will be taken into the Department of Health and Social Care, with the merger lasting about two years’.

The Prime Minister and Health and Social Care Secretary, Wes Streeting, have said that the motivation behind the change is to bring decisions about the NHS back into government control and empower NHS staff to deliver better care for patients.

What does this mean for Healthwatch Northumberland?

Healthwatch Northumberland is the independent champion for health and social care users in the county. We work independently of the NHS and social care services. Our role is to understand local people’s experiences of services and make recommendations to service providers.

The dissolution of NHS England does not change our mission or the role we play in ensuring that services put people at the heart of the care they receive. We will continue to champion local people to ensure their voices are heard.

Your feedback: February 2025

Your feedback: February 2025

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Your NHS and social care feedback February 2025

The services we heard most about this month were GP services, followed by mental health services.

For GP services, the main issue was getting an appointment. People found it difficult to get through on the telephone or were being told to book an appointment online. Around a sixth of the comments were in praise of their GP practice.

We heard concerns this month around difficulty getting access to mental health services, including a couple of examples where support had been withdrawn. Over a quarter of the comments were positive about services.

This month’s focus

As well as our usual Here to Hear sessions in Alnwick, Ashington, Hexham and Morpeth, we also have been visiting communities we don’t hear from very much, such as those living in rural communities and refugees. Our Annual Survey launched this month, asking people to ‘join the conversation’ on health and social care services. Behind the scenes we have been analysing the responses from the Audiology Services project. The results will be published next month. February’s online talk from Kidney Care UK was well received and two thirds of attendees went on to sign up for our newsletter.

Positive feedback example

“Excellent care from Consultant Psychiatrist and a Cognitive Analytic Therapist. With understanding, advice and improved medication I began to recover from a prolonged, severe depression. Once I was a little better the therapy has helped me become more resilient against further episodes. Nothing about the service I would change. It was a struggle to get my GP to make the referral though.”

Tynedale resident

Negative feedback example

Someone told us that their GP surgery tries to persuade patients to make appointments via its online system (Klinik) rather than ringing. They told us that they struggle to make an appointment online as they find the booking system too complicated and a very long process having to type lots of information – they said they find this difficult. The person was supported with making an appointment by a Citizens Advice Northumberland staff member who also described the process as being too long and complicated.

Ashington and Blyth resident

How we made an impact

“This is such an informative session, thank you so much. I had no idea of all of this support available. I have never been informed of any of this by GP surgery, or what I can do to slow things down. Actually got letter with CKD [Chronic Kidney Disease] on from GP surgery and had no idea about it. I will be promoting the support you have available to colleagues and family/friends.”From an attendee at our online session in Feb 25 given by Kidney Care UK

Information and Signposting Service

We were asked for more information and support around issues including dementia, mental health support, dentistry, cancer care, audiology and support for unpaid carers.

Read more in our short summary.

 

Join the conversation!

Join the conversation!

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Read more
Visited the ED at Cramlington?

Visited the ED at Cramlington?

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Understanding people’s experiences of the new Front Door Service at Northumbria Specialist Emergency Care Hospital

We want to understand people’s experiences of a new approach to assessing people who walk into the Emergency Department at Northumbria Specialist Emergency Care Hospital in Cramlington.

The new Front Door Service is sometimes used to identify the treatment needs of people arriving and how best to meet these needs.

We’re working with Healthwatch North Tyneside and Northumbria Healthcare NHS Foundation Trust, which manages the hospital, to get feedback from people about this service.

If you have visited the Emergency Department recently, you may receive a text message from the NHS, inviting you to leave your feedback. You can also choose to take part in a follow-up interview, which will be carried out by us here at Healthwatch.

Your feedback will help the hospital evaluate how well the Front Door Service is working for people.

To say thank you for completing the survey, you will also have the opportunity to enter a prize draw to win £100 of Love2Shop vouchers.

If you have views or feedback about any other NHS or social care service, please get in touch.

Your feedback: January 2025

Your feedback: January 2025

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Health and social care feedback January 2025

The top issues you told us about this month were hospitals and GP services. We also had feedback on audiology services, as we’d asked what you think of these services as part of a piece of work we’re doing at the moment.
The biggest issues raised about hospitals were poor quality of care and distance to travel to get to appointments. Around 1 in 9 pieces of feedback about hospitals were positive.
Poor quality care was the most frequently raised concern regarding GP services although around a fifth of the comments we received about GPs were positive about the quality of care.
For audiology services the biggest issue was the length of time it takes to get an appointment.

This month’s focus

We restarted our Here to Hear drop-in sessions after Christmas with a new venue at Hexham General Hospital. We also visited Alnwick Dementia Café, Hexham Auction Mart, Seaton Delaval Welcome Café and took part in the Fishermen’s Mission SeaFit event at Amble.

At these events, plus online and through our networks, we promoted our Audiology Services survey. The results of this piece of work will be published early spring.

Our free online session was on fibromyalgia, given by Fibromyalgia Action UK, and was well attended by both the public and professionals.

Positive feedback
A woman told us that her daughter recently suffered a suspected heart attack and they called 999. The ambulance was two hours away so they were asked to make their own way to NSECH. When they got to hospital they were met by a volunteer who was extremely helpful and took the daughter to A&E in a wheelchair without having to be asked.
Once at A&E, she was triaged in 20 minutes and then had thorough medical investigations with a huge range of tests. NSECH staff were fantastic and diagnosed a muscelo-viral strain rather than a heart attack.
In addition the volunteers in the shop charged the mother’s phone whilst they were there so that she could keep in contact with the rest of the family.
Ashington and Blyth resident

Negative feedback
A person told us that they have to see different GPs each time they visit their surgery, either due to availability or GPs leaving. They commented that it can be difficult to build up any rapport when seeing a different GP and they don’t know your medical history – the person queries how they can be up to date with your history within such a short appointment time. They said that appointments feel rushed as they’re conscious that there are so many other patients waiting in line to see the GP. The person told us they feel that the surgery is good at seeing people when they need urgent care, often seeing them on the same day, but it isn’t so easy to book an appointment in advance for routine care. They have found there are no appointments showing online

Tynedale resident

Impact

“Thank you, really helpful, I understand the condition much better now. As a nurse in a hospital [I] did not deal with Fibromyalgia unless the patient was admitted with another condition which was our main priority.”

Feedback from an attendee at our fibromyalgia online information session.

Signposting and Information Service

You asked us about services including dementia support, psoriasis support, dentists, care in the home, housing support, Patient Transport Services, making an NHS complaint, audiology services and ADHD support.Where possible, we were able to signpost people to further help, support and information around this issues.

Read more in our short summary for January 2025.