Making your healthcare appointments more accessible
In North Yorkshire, around 6.1 percent of people are disabled under the Equality Act, with higher rates in some parts of the county. In 2023 to 2024 there were around 2.8 million GP appointments in North Yorkshire, so simple barriers can affect many people.
Healthwatch North Yorkshire is gathering people’s experiences of health appointments, including GP, dental and hospital services to see where reasonable adjustments are in place for people who need them, and where they are missing. Reasonable adjustments are any changes or support offered to make appointments easier for people. They can include things like step free access, clear information, interpreters, quiet waiting options or flexible booking, depending on what someone needs.
What Healthwatch will do
Healthwatch is checking how well reasonable adjustments are offered and used across any health setting in North Yorkshire. Healthwatch has a public survey and will also be having conversations with local support and community groups to hear what works well and what does not, then share this with the people in charge of your care to make access better. This builds on previous work Healthwatch did on accessible information in 2022 and GP website check-up in 2023, which looked at usability.
Healthwatch will then publish a report with clear recommendations for local healthcare providers. Healthwatch will also ask for a formal response. We can do this because Healthwatch has legal powers under the Health and Social Care Act to make recommendations and to seek answers from services about what they are doing or plan to do.
How to share your experiences and views
If you are disabled, have a long-term health condition, sensory impairment, neurodiversity, mental health condition or support someone who does, please tell Healthwatch about whether you were provided with extra support at health appointments. Your experiences will shape practical recommendations for local services.
Here's how you can share what you have to say:
Online: Complete the survey at https://www.smartsurvey.co.uk/s/FT5MLT/
Easy Read: Phone or email Healthwatch North Yorkshire for a copy to be printed and posted to you in Easy Read format. You can then fill it in and return it to Healthwatch free of charge by posting it back to Freepost HEALTHWATCHNORTHYORKSHIRE. No stamp is required.
British Sign Language: You can contact Healthwatch through a British Sign Language interpreter to leave feedback.
Phone: Call 01423 788 128 If you want to fill in the survey over the phone.
Email: Contact hello@hwny.co.uk and we will arrange a time to complete the survey with you over the phone.
Standard print: Healthwatch North Yorkshire can post you the survey in standard print (or you can print it yourself). You can then fill it in and return it to us at Freepost HEALTHWATCHNORTHYORKSHIRE. No stamp is required.
Large print: Healthwatch North Yorkshire can post you the survey in large print (or you can print it yourself). You can then fill it in and return it to us at Freepost HEALTHWATCHNORTHYORKSHIRE. No stamp is required.
In-person: Invite Healthwatch North Yorkshire to visit your service or community group to help gather views of the people who access your support.
Please be assured that all responses are confidential. Healthwatch won’t use your name or share your personal details in our report (unless you choose to). What you tell us will not affect your care.
What Healthwatch North Yorkshire will ask you
There are three main parts to the survey:
Changes to how appointments are run: In this section we will ask you questions about whether changes were made to how the appointment was carried out to make it easier for you. For example, this might include a longer appointment time.
Changes to the environment or equipment provided: In the next part we will ask questions about whether changes were made to the physical environment or whether you were given equipment to make it easier for you. For example, this might include step free access or hearing loops.
Changes to how information is shared: Finally, we will ask questions about whether changes were made to the way information is shared to make it easier for you. For example, this might include providing information in large print or explaining things in a clear way.
We will share examples of good practice that others can adopt and we will work with local healthcare providers to follow up on changes and check that they are happening.
Why this is so important - and what happens next
Making appointments easier to use is both a legal duty and the right thing to do. By sharing your experience, you will help us show what works, highlight where barriers remain and point to simple changes that make a real difference.
All feedback is confidential and available in formats that work for you.
We will then publish a report in 2026 with clear recommendations and ask services for a formal response using our powers under the Health and Social Care Act. We will ask them what practical steps they are taking, or plan to take, to make healthcare accessible for everyone.
Thank you for speaking up.
