Third of people in England lack confidence they can access critical NHS services
We hear from people in Coventry who have given up trying to access health services such as GPs. We also hear from those who find big barriers to getting care because the route to accessing service does not fit with their needs or other life commitments such as work or caring responsibilities. The new research suggests that people need more confidence that the NHS can provide timely care.
As the winter period approaches, Healthwatch England commissioned a representative survey of adults living in England.
The survey asked 2,507 people to rate their confidence in timely access to 13 NHS services, including A&E, ambulances, non-urgent operations and procedures, GPs, pharmacists, mental health services and dentists. Across those services, an average of 32% people said they were not confident or very confident that services could provide timely care.
Summary of the findings
The survey suggests low public confidence in accessing GP services and preventative care, such as mental health service and non-urgent procedures, while a relatively high confidence in more urgent care, such as A&E and 999 services.
Highlights
- Out of hours GP services scored the lowest public confidence, with half of people, 50%, lacking confidence in getting timely care from this service,
- This is closely followed by non-urgent operations and procedures, 46%;
- Mental health support, 44%;
- GP services during the day, 42%;
- Dental care, 39%.
- Nearly a third of people were not confident in being able to access A&E, 31%, or an ambulance or paramedic, 30%.
Around a third, 31%, of the people said they are totally or very confident they could access timely care from those services.
Access to timely care is not equal
Some groups of people had lower confidence than others that they will get the care they need in a timely way.
People aged 65 and over have the lowest confidence in accessing all the 13 NHS services. Across the 13 services, only 24% of people in this group felt confident accessing health services.
This is followed by people who said they struggle financially – an average of 26% of people who are not financially comfortable are confident they can access those services.
By contrast, 35% of financially comfortable people said they were totally or very confident about accessing the 13 NHS services.
Gemma’s* Story
“By that time wasted she got much worse and slowly started losing consciousness”
Gemma got in touch to let us know about difficulties she had getting an ambulance for her young daughter, who was experiencing breathing difficulties.
She said:
“At some point I’ve noticed she really started struggling to breathe and her chest going inwards, so immediately called 999 in order to get ambulance as that would be quickest way to get her to hospital. Operator told me it’s on the way and to keep checking the road for the arrival. Some good 30-40 mins later I got a call back apologising for not sending it out. But the thing is that by that time wasted she got much worse and slowly started losing consciousness, but luckily [a relative arrived and took her] to hospital (I don’t drive and don’t own a car so relied on ambulance). We also strongly believe that because of this time lost even medication didn’t work as efficiently as it should, causing us to stay even longer in hospital.”
John’s* Story
“Utter despair trying to get my repeat prescription set up”
John contacted us to share his experience of accessing GP care:
“The registration process was pretty straightforward but I had endless struggles and at times, utter despair trying to get my repeat medication set up with the practice (as a new patient), but all attempts were seemingly blocked by the surgery, either because they couldn’t or wouldn’t listen. I was even told to stop emailing the surgery and to either call or attend in person".
John also had problems using the Patient Access App suggested by the practice as he was locked out of it.
"All in all, very very frustrating and disappointing ... please, take a step back at times, and listen to your patients!”
*names have been changed
Everyone needs to feel that they can rely on NHS services, whether it is for something which is planned or in an emergency. GP services provide the gateway to lots of different tests and treatment. Different things can cause people to lose confidence and when they do some people give up trying to use services.
Our asks
We are committed to working with NHS leaders to improve public confidence that the NHS is there for them this winter.
Healthwatch England have set out three asks:
- Develop patient experience measures, which track expectations, confidence, and experiences.
- Draw up a national plan to hire more non-clinical NHS staff to support patients with information about their care and ensure they don’t feel forgotten while waiting to access services.
- Provide more support to those on long NHS waiting lists, including regular updates and relevant pain relief, mental health support, or access to physiotherapy.
