Why listening to people matters in health and social care

Listening to people helps show what health and social care is really like in practice. It highlights where services are working well, where people face difficulties, and where practical improvements could make a difference.

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

Statistics around waiting times, targets and how well a service gets measured are important, but they do not tell the whole story. To understand how care works day to day, organisations also need to hear directly from the people who use those services.

At local Healthwatch we regularly hear from people about their experiences of health and social care.

What people tell us

The feedback people share helps build a clearer picture of how services are working day to day.

Sometimes feedback highlights practical challenges. In a large rural county like North Yorkshire, people may travel long distances to hospital appointments or struggle to reach services where public transport is limited. Some people tell us that poor mobile signal or internet access can make it difficult to use online booking systems or digital consultations.

Other experiences reflect the needs of particular communities. Farmers, for example, often tell us it can be difficult to attend appointments during working hours, particularly during busy periods such as lambing or harvest. Seasonal agricultural workers may face language barriers or be unsure how to register with a GP.

North Yorkshire also has an older than average population. Some older residents say digital appointment systems can be difficult to navigate, while others highlight issues such as loneliness, transport to appointments, or access to local pharmacies and community services.

People living with disabilities, learning disabilities or long term health conditions sometimes describe challenges coordinating care between different services or travelling to specialist clinics that may be located outside their local area.

We also hear from people with autism or ADHD who say busy waiting rooms, unclear communication or long waiting times for assessment can make accessing care particularly difficult.

Both positive and negative feedback are valuable. People often share examples of staff showing kindness, clear communication or services working well together to support their care. Together, these experiences help identify patterns and highlight where improvements may be needed.

Turning feedback into change

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

When organisations look at feedback alongside data and performance measures, they can identify recurring issues and opportunities to improve care.

This can lead to practical changes such as clearer appointment systems, better information for patients, improved communication with families, or services becoming easier to access.

It is also important to recognise that many NHS and social care staff are working in challenging circumstances and 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.

Listening to people is a shared responsibility across the health and care system, and many organisations already work hard to gather feedback and improve services.

Why independence matters

Across England, local Healthwatch organisations help make sure people’s views about health and social care are heard.

This does not mean that NHS organisations or councils cannot listen to patients and residents directly. Many services already gather feedback and use it to improve care.

However, people regularly tell us they value having an independent organisation they can speak to. Some say they feel more comfortable sharing honest feedback with someone outside the service providing their care. Others may worry about complaining directly to the organisation they rely on.

When people repeatedly tell us that independence helps them speak openly, it is important that we listen to that too.

An independent organisation can also help bring together people’s experiences from across different services and communities, helping decision makers see patterns and understand where improvements may be needed.

For some people, knowing their feedback is being heard by an independent organisation helps them feel more confident that their experiences will be taken seriously.

Why listening must continue

Health and social care services are always evolving. Services change, new pressures emerge and new approaches are introduced. Hearing directly from people who use services helps ensure those changes work for the communities who rely on them.

Listening to people is not just about collecting views. It is about understanding real experiences and using them to shape better services.

When organisations listen and respond to what people say, services are more likely to improve in ways that reflect what communities actually need.

For many people, having an independent place to share their experiences helps ensure those voices are heard.