A Case study of how our Information service has helped a local resident

Advice and Information - 5 February 2026

We listened and supported a person with the routes they could take

A man siting on the sofa reading information from a leaflet

Fred* had been in touch with the Healthwatch information service earlier in the year as he was having issues with his GP. After receiving assistance and information, Fred returned to Healthwatch with a new concern regarding a recent x-ray and ongoing difficulties with the GP's appointment system.

Fred had been for an x-ray recently and was told the results would be with his GP practice within a few weeks. He phoned the GP practice and was told that he would need to make an appointment with the GP to discuss results. He was told that he would have to phone the surgery in the morning, or they could book one for 2 weeks' time. Fred was confused with this process and didn’t understand why he couldn’t get a next day appointment through the receptionist on this occasion.

Fred decided to take the appointment in two weeks as he struggles to get appointments when phoning the surgery in the mornings. When Fred went to the appointment he signed in but after wating past his appointment time he enquired to be told that he had missed his appointment. Fred left within getting his x-ray results.

After speaking to Fred it was agreed that he would contact the ICB to discuss the issues he was having with his GP surgery as he didn’t feel comfortable raising them directly with the GP practice and he still needed to find out his results. Fred was happy to contact the ICB.

We spoke to Fred about raising a formal complaint and after explaining the Independent Health Complaints Advocacy Service (IHCAS), Fred agreed to be referred to the IHCAs for assistance with lodging a formal complaint and to receive support navigating the complaints process.

*Name has been changed

Outcomes and Impact achieved

We listened to Fred

Fred was empowered to contact the ICB to discuss his issues

A referral was made to IHCA and support was provided by the Advocate within 48 hours.

Conclusion

Fred’s case highlights how important it is to have a clear, accessible, and transparent process for patients to book appointments to access medical results. Communication between healthcare providers and patients' needs to be improved to prevent frustration, delays, and missed opportunities for care.