What you've been telling us about local services
Since October, you’ve contacted us more than 150 times, providing feedback about local health and social care services. This enables us to raise issues with those who make decisions about NHS and care, so they can work to improve things.
What you’ve said about GP services
More than 50 per cent of the feedback received in the past six months related to GPs and dentists.
Many people continued to tell us that inflexible appointment-making systems prevented them from being able to access their GP surgery or see a clinician. Some also said this lack of support meant they ended up contacting 111 for help - which has potentially led to undue stress on other services.
What is being done?
We have taken your concerns to those in charge and made them aware of the issues people are facing. We are working with them to make improvements, such as providing better telephony systems and extending online appointment booking to more GP surgeries and will continue to monitor developments.
Click here For advice if you're having problems with your GP.
What you’ve told us about Dentistry
Many people who contacted us were struggling to get a routine appointment with a NHS dental practice, including pregnant women unable to get care – despite it being strongly recommended during pregnancy.
Reassuringly, we have received fewer reports about patients unable to access care when in pain. However, a patient did tell us that a dental nurse had advised them over the phone to purchase a DIY filling kit - which is concerning.
What is being done?
We continue to report your concerns to those who oversee local dental services and make them aware of improvements that need to be made. Specific examples of problems and poor care are shared on a regular basis, so that appropriate investigations can be undertaken.
We also recently submitted evidence to the National Parliamentary Inquiry into NHS Dentistry, along with other local Healthwatch and Healthwatch England. This Inquiry is looking at the significant long-term changes required, and increased funding needed, to improve dentistry across the country.
Click here If you need help finding a dentist.
Concerns relating to Hospitals
Quite a few people who contacted us continue to report frustration with the length of time they’ve waited for appointments, updates and operation dates. One of the more extreme examples was a 2-and-a-half year wait for a referral. For some, these delays mean living with severe pain.
Bearing in mind the mounting pressures, challenges of the past three years and increased demand that staff are facing, we are also hearing about isolated incidents of poor behaviour and actions by staff, who some people say have shown a lack of compassion and care toward patients.
What is being done?
We have raised these issues in our regular meetings with hospital leaders and over coming months, we will continue to monitor waiting times, communication with patients and issues relating to staff actions. We also continue to seek assurance that waiting lists are being regularly reviewed, so that those with greatest need are prioritised.
Concerns about Mental Health services
We have had an increase in signposting calls about Hertfordshire Partnership University NHS Foundation Trust (HPFT), particularly regarding community mental health teams and inpatient facilities. People told us they were frustrated and concerned about what they felt was a lack of support, care and compassion being provided to patients.
Some families even said they were not confident about the ability of these services to provide the levels of care required.
What is being done?
In terms of mental health, immediate and long-term pressures remain significant and levels of demand are unprecedented. Growing numbers of people are facing serious mental health challenges and mental health is declining for many others.
We provide regular updates to local providers about the feedback we receive and work closely with them to monitor and make improvements to care and services. As part of a consultation into HPFT’s new 5-year strategy, we fed your concerns back to the organisation and highlighted the challenges people are facing. We hope the new strategy will take account of these concerns when it is published in May/June 2023.
What is our Signposting Service?
If you have a question about health and social care services but aren’t sure where to go to get help, our experienced Signposting team is here for you.
We can help with:
- how to make a complaint
- your rights when choosing a service
- how to access a service – eg: can I get care for a loved one
- how to give feedback
