Quarterly Report October – December 2019


As a listening organisation working across Northumberland, Healthwatch Northumberland wants to hear what people like about health and social care services and what can be improved. We act on what people are saying, sharing their views with those who have the power to make change happen. We also help people find the information they need about services in their area and record this as ‘signposting’.

We receive feedback from people living in Northumberland about their experiences throughout the year. This report shares a summary of the feedback collected from October to December 2019.  The next report will cover January – March 2020.


This quarter we received feedback and enquiries from:

  • Telephone calls, emails and social media (31%)
  • Postal surveys and feedback forms (12%)
  • Talking to people at local engagement events (27%)
  • Through a meeting (27%)
  • Through a third party (4%)

Areas of Focus

We are open to all feedback about health and social care services. Responses to our Annual Survey helped us to identify three specific Areas of Focus which we are prioritising in 2019/20:

  1. General Practitioner Services (GP Services)
  2. Mental Health Services, including dementia care
  3. Access to Services


The report aims to increase understanding of:

  • Who Healthwatch Northumberland is hearing from
  • What people are saying
    • The general sentiment of comments
  • What people are experiencing
    • What is working well?
    • Where there are areas for improvement?


Between October and December 2019, we received 26 pieces of feedback through talking to people at local engagement events, telephone calls, emails, our website, surveys and feedback forms and other sources. Alongside this, we signposted 17 people to services. Altogether we had 39 different recordable interactions this quarter.

This report explores who Healthwatch Northumberland is hearing from across the county, presenting a summary demographic information of those who got in touch. Demographic information includes location, gender, age, and whether the respondent is sharing their own health and social care experience or speaking on behalf of a friend or relative.

We also look at whether the feedback is negative or positive, with specific reference to the service type (e.g. primary care, secondary care, mental health, social care), as well as whether the feedback relates specifically to quality of care or access to services.

Read the Quarterly Report for October to December 2019

Paramedic and patient

North East Ambulance Service Quality Priorities Survey

Every year North East Ambulance Service (NEAS) produces a Quality Report, which includes selecting priorities to improve patient safety, clinical effectiveness and patient experience.

Read about progress over the last 12 months here

NEAS are asking residents in the county to complete a short online survey around priorities, which closes on Monday 19 March, and is open to all. All responses are anonymous.


Complete the survey

Emergency Ambulance

Ambulance Services to Care Homes in Northumberland

Across its operational area in 2015/16 North East Ambulance Service (NEAS) attended 14,484 emergency incidents with the location flagged as being a care home.  During the first six months of the year, there was an average of 38 incidents per day, rising to an average of 41 per day in the latter half of the year. There were 30 care homes that NEAS were called upon to attend on 90 or more occasions in 2015/16.  Of those, ten accounted for over 9% of the total care home activity that year. One care home in Northumberland made this list.

While this showed that Northumberland based care homes made only a small call on NEAS emergency services, from feedback we understood that some care homes were concerned about the length of time they have had to wait for an emergency ambulance to attend for their residents.

Between September 2016 and January 2017, Healthwatch Northumberland took a closer look at the issue. We specifically wanted to know the extent of the issues and understand what the ramifications could be for residents and the operation of the care homes.

Read the full report.