What we heard about healthcare (April to June 2025)
That’s why, every three months, we listen to local people and share what we hear with the NHS and North Yorkshire Council, the people who organise, fund and provide your health and social care.
Over this three month period, we heard from 287 people, who shared their honest stories with us. This helps us build a clearer picture of what’s working well, what needs to change and how.
What people told Healthwatch
Your stories covered a wide range of experiences:
- Kindness and dignity – Many praised staff who went the extra mile, but others shared difficult accounts of feeling ignored or dismissed, especially in emergency and mental health services.
- Access to care – While some found GP online booking and pharmacy services helpful, others faced long waits, confusing referrals, and travel barriers in rural areas. Language and interpreting support also came up as a concern.
- Service changes – People felt frustrated when local service changes or closures were not communicated clearly, leaving them unsure about where to go for help.
- Quality of treatment – There were positive stories of skilled, compassionate staff, but also concerns about withdrawn services, poor communication, and delays that worsened people’s health.
- Cost of care – Parking charges, dental costs, and postcode-based inequalities continue to affect people, particularly those on lower incomes.
- Accessibility and support – Missed adjustments, transport difficulties, and a lack of tailored support were barriers for some people trying to manage their health.
Take a look at what people across the county told us about their recent experiences with health and social care - and what needs to change:
Why your feedback matters
We know it can be frustrating being repeatedly asked for feedback, especially when it feels like nothing changes. But your voice really does matter.
Every experience you share helps us build a clearer picture of health and social care in North Yorkshire. Behind every piece of feedback is a real person’s story - whether that’s struggling with delayed treatment, facing high costs, or receiving excellent, compassionate care.
Your stories help decision-makers understand what’s working, where improvements are needed, and the impact changes have on people’s lives. For example, recent feedback has already highlighted the importance of reliable interpreting services, better transport options, and clearer communication about service changes.
Recognising the pressures
Healthwatch recognises many of the issues happen against a backdrop of staff shortages, financial pressures, and high demand on services. Despite these pressures, we continue to hear how much difference staff can make by listening, showing kindness, and treating people with dignity and respect.
Healthwatch recommendations
NHS staff and services are doing their best in incredibly challenging circumstances. But they need more support.
We are calling on the Government and York and North Yorkshire Combined Authority (the local Mayor) to help:
- Improve access to interpreting services
Ensure professional interpreters are consistently available at all stages of care, including hospital appointments and emergency situations, so patients can fully understand and consent to their treatment. - More investment in rural transport solutions
Expand community transport schemes and review patient transport eligibility to make sure people in rural and remote areas can reach essential health appointments safely and affordably. - Communicate service changes clearly
When services are reorganised, reduced, or closed, patients should be directly informed in advance, with opportunities to share their views. This will help maintain trust and avoid confusion. - Reduce hidden costs of care
Review hospital parking charges and explore ways to improve access to affordable NHS dental care, ensuring that costs are not a barrier to people getting the help they need. - Strengthen continuity of care
Support GP practices and hospitals to provide better follow-up, clearer information about referrals, and named contacts wherever possible, so patients don’t feel “passed around” the system. - Embed kindness and dignity as a priority
Continue to support and train staff in person-centred care, ensuring patients are always treated with respect and compassion. This is particularly important during times of crisis or vulnerability.
With the right investment and changes, we can ensure that patients, families, and carers receive the best healthcare possible.
Want to share your story?
We want to hear from you. However big or small your experience, your voice matters.
Call us: 01423 788 128
Email us: hello@hwny.co.uk
Write to us (no stamp needed):
Freepost HEALTHWATCHNORTHYORKSHIRE
Leave your thoughts with us: https://www.healthwatchnorthyorkshire.co.uk/have-your-say
Together, we can help improve health and care for everyone in North Yorkshire.
