How Healthwatch help make care and information easier to understand

Clear information and accessible support can make a big difference to whether people feel able to get the care they need.

We hear from people every day who are trying to understand their care, book appointments, or get the support they need, and finding it harder than it should be.

People say:

“I didn’t understand what the hospital, doctor or dentist sent me.”

“I didn’t know I could ask for help, or how to find information.”

“I didn’t feel like they understood what I needed.”

These are not one-off comments. They come up repeatedly.

Sometimes it is the language being used. Sometimes it is how information is shared. Sometimes it is not knowing what to expect or what you are allowed to ask for. On their own, these might seem like small things, but they can make it harder to ask for help, harder to attend appointments, and easier to go without support altogether.

Why clear communication matters

For many people, accessing care comes down to everyday moments. Understanding a letter the first time you read it, knowing what will happen at an appointment, and feeling comfortable enough to ask a question.

When those things are not in place, people can feel unsure, lose confidence, or decide not to seek help at all.

Clear information and practical support can make the difference between someone getting help early or struggling on alone. When people understand what is happening, what support is available, and what they can ask for, they are more likely to attend appointments, seek help earlier, and feel confident speaking up when something is not right.

What Healthwatch do to help

A big part of our work is helping make health and care information clearer, more practical, and easier to use in everyday life.

We use plain English in everything we produce, because people should not need specialist knowledge to understand their care or know what support is available.

We also support more accessible ways of sharing information. This includes Easy Read versions of our own surveys and reports where possible, large print materials, and clearer layouts that help people quickly find the information they need.

Our work starts with listening to people’s real experiences. We hear about people struggling to access appointments, not being offered adjustments that would help, or not getting information in a format that works for them.

This can include needing more time, a quieter space, support with communication, or clearer explanations about what will happen next.

These experiences have come through strongly in our work, including our reports on Making health appointments work for everyone (reasonable adjustments) and Making healthcare information easier for everyone (accessible information).

We share these experiences with the organisations responsible for care across North Yorkshire to help improve how information is explained, how appointments are arranged, and how people are supported when they need something different.

Often, the changes people ask for are simple. Being given time to ask questions, having things explained clearly, and knowing what will happen next. These are small things, but they can make a real difference to whether someone feels able to access care.

Building our own understanding

We expect others to listen and adapt, so we do the same.

Through our work with farming communities, our team has taken part in mental health awareness training with the Royal Agricultural Benevolent Institution. This has helped us better recognise when someone may be struggling, feel more confident having sensitive conversations, and understand the realities of rural life where access to support can be more difficult.

We also support learning that helps improve how people with different needs are understood and supported. This includes training such as the Oliver McGowan Mandatory Training on Learning Disability and Autism, which focuses on understanding communication differences, recognising when someone may need adjustments, and adapting how conversations and appointments are approached.

Our staff, including our Chief Executive, have also completed Cancer Champions training. This has helped us feel more confident having conversations about signs, symptoms, and where people can go for support.

Making sure our own work is accessible

We also look closely at how we share information ourselves.

Our website is designed to meet recognised accessibility standards, and we regularly review how content is written, structured, and presented so it is easier to find and use. We use clear summaries, simple headings, and image descriptions to support this.

We also produce practical guides, such as our guide to your local GP practice, which explains how to book appointments, understand your rights, and get the right help without unnecessary stress.

It is not about getting everything perfect, but about making steady improvements so more people can access what they need.