Why listening to people matters in health and social care

Health and social care services affect people at some of the most important and vulnerable moments in their lives. From visiting a GP or pharmacist to receiving hospital treatment or social care support, people rely on services that are safe, accessible and responsive to their needs.

But understanding how well services are working is not always straightforward. Data, targets and performance measures are important, but they only tell part of the story. To really understand what care is like, organisations also need to listen to the people who use those services.

Understanding people’s experiences

The experiences that local people share provide valuable insight into how services are working in practice. They highlight what is working well, where people may face barriers, and where improvements could make a real difference.

Sometimes feedback reveals practical issues. For example, people may struggle to get through on the phone to book an appointment, find information confusing, or experience difficulties travelling to appointments.

At other times, feedback highlights positive experiences such as staff showing kindness, clear communication, or services working well together to support someone’s care.

Both positive and negative experiences are important. They help build a fuller picture of how services are performing and where changes may be needed.

Turning feedback into improvement

Listening to people is not just about collecting comments or survey responses. What matters is how that feedback is used.

When organisations take people’s experiences seriously, they can identify patterns and recurring issues that may not be visible through data alone. This can help shape decisions about how services are designed, delivered and improved.

For example, feedback might lead to clearer appointment systems, better information for patients, improved communication with families, or changes that make services easier to access.

It is also important to recognise that many NHS and social care staff are working in a challenging environment, often under significant pressure. Staff across health and care services are committed to supporting patients and communities, and feedback from people who use services can help them understand what is working well and where improvements may be needed.

Over time, this helps ensure services reflect what people actually need in their day to day lives.

The importance of independent patient voice

Across England, local Healthwatch organisations help ensure that people’s voices are heard in health and social care. By listening to people’s experiences and sharing what they hear with NHS and social care leaders, Healthwatch helps make sure local people’s views help shape decisions about services.

While many NHS organisations gather feedback directly from patients, some people tell us they feel more comfortable sharing their experiences with an independent organisation. They may worry about complaining to the service providing their care, or feel unsure about how their feedback might be received.

Healthwatch provides an independent place where people can share their experiences openly. This can be particularly important for people who feel vulnerable, are currently receiving care, or are unsure how to raise concerns.

In North Yorkshire, Healthwatch works with residents, patients and carers across the county to gather feedback and share insights with those responsible for planning and delivering services. Healthwatch gathers this feedback through surveys, conversations with local people, and visits to services, then shares what it hears in reports and recommendations that help organisations improve care.

Listening as an ongoing process

Health and social care systems are constantly changing. New services are introduced, pressures on services evolve, and communities themselves change over time.

Because of this, listening to people cannot be a one off exercise. It needs to be an ongoing process that helps organisations stay connected to the people they serve.

By continuing to listen, learn and respond, services can make improvements that support better care and better experiences for everyone.