The Patient's Voice

I recently made a presentation to one of the groups working to take health and social care in Coventry and Warwickshire into the brave new world of an Integrated Care System (ICS). An ICS is described by the NHS as “a partnership of organisations coming together to plan and deliver joined up health and care services”. In doing so they are intended to improve the lives of people who live and work in their area.

The group I spoke to in Coventry invited Healthwatch Coventry to tell them what local people were saying about the health and social care services they were currently receiving.

From the feedback we here from local people and our surveys and discussion groups people have made clear that they want

• better access to GP appointments,
• better transport to get to and from their healthcare,
• improved and consistent information from health professionals,
• more assistance throughout their care for those for whom English is not their first language,
• improved mental health support and mental ill-health crisis prevention.

There were also many concerns raised about the use of digital technology as part of healthcare. Not everyone is comfortable with a telephone triage or video consultation.

During my presentation I referred to all of that, providing a clear illustration of how well or otherwise the system is working. I have no doubt most of those around the table were all too well aware of what is going on and what needs to be done, but the information pulled together by Healthwatch Coventry made plain the view of the people. This is what we exist to do.

They knew what to expect from me, but I am also very aware that the emphasis I placed on the great difficulty people have in trying to secure an appointment with their GP was uncomfortable to hear for some in my audience. That GPs are under pressure and are working extremely hard to respond is not in doubt. It is well known that there is  a major workforce problem in the NHS, including a shortage of nurses, midwives and – yes – GPs.

Without doubt it is wrong and unfair that the reception and support staff at your local GP surgery are all too often on the receiving end of unpleasantness from people who are struggling to make that all-important appointment. But being unable to see your Doctor remains the number one issue about which people complain to Healthwatch Coventry. It may be troubling for some to hear it spelled out but it is a major worry.

Similar issues were discussed by representatives from each of the local Healthwatch groups across England at ‘Healthwatch Week’, a national conference held online last week. One of my prime concerns about how the health and social care services are functioning at the moment stems from those frustrations that so many feel when trying to make that GP appointment. Quite simply people struggle to navigate their way through the system. No matter how many times we are told that technology is making it easy to get an appointment, order prescriptions or discover the location of your nearest NHS dentist, it certainly does not feel like it. If anything, the application of technology can often make it even more confusing.

Our ‘Healthwatch Week’ discussions probably found no immediate solutions but it’s clear that a lot of work is going on. As the conference ended, I felt reassured that in conveying your views and opinions to those in decision making roles I and my colleagues across the country are at least able to remind them that the patient’s voice matters and that it will be heard.