What we heard about healthcare across North Yorkshire and the Humber
Our latest report brings together what people have been telling us over the past year about using healthcare across North Yorkshire and the Humber. It’s a mixed picture. Some people describe brilliant care that made a real difference to their lives. Others are still struggling to get through the front door.
As one person put it:
“If you don’t drive, you’re stuck. There’s no way to get to an appointment unless someone takes you.”
North Yorkshire and the Humber covers a large and varied area, from rural communities and coastal towns to busy cities. Many people live some distance from hospitals or GP practices, and public transport and digital access can vary. The area also has an older than average population, with many people living with long term health conditions. That context helps explain why some of the challenges people describe come up again and again.
Read the full report:
Getting to care is still a challenge
For a lot of people, the issue starts before they even get an appointment.
If you live in a rural area, just getting there can be the hardest part. We heard from people who rely on family or have to cancel appointments because there simply isn’t a bus that gets them there and back.
That’s before even trying to book in.
Dentistry came up again and again. People told us they’re in pain but can’t find an NHS dentist nearby. Some are travelling miles just to stay registered somewhere. Others have given up altogether.
At the same time, there are glimpses of what good looks like. When referrals happen quickly and things run smoothly, people notice. It shows it can work.
The waiting is wearing people down
Waiting times aren’t just frustrating. They take a toll.
People told us about months of uncertainty, waiting for appointments, results or treatment. Some described living in pain while they wait. Others talked about the anxiety of not knowing what’s going on.
One person said waiting for scan results pushed their anxiety “higher than ever”.
Demand is high across the region, particularly in areas with older populations and more people living with ongoing health conditions. But when you’re the one waiting, that wider picture doesn’t make it any easier.
It’s not always the length of the wait either. It’s the silence. Not hearing anything, not knowing what comes next, or whether you’ve been forgotten.
Online works for some, but not for everyone
For some people, using apps and online forms has made things quicker and easier. Booking appointments, ordering prescriptions, getting a response without needing to call.
But for others, it’s another barrier.
We heard from people who couldn’t access forms when they needed them, or who were told to use apps they didn’t understand. Others said they ended up getting care without ever speaking to a person.
This can be even more difficult in areas where internet access is patchy or where people are less confident using online tools.
There’s a clear message here. Digital can help, but it can’t be the only way.
People are getting lost along the way
One of the strongest themes in the report is how confusing it can be to find your way through care.
People told us they don’t always know who to contact, where to go, or how to raise concerns. Some described being passed from place to place without clear answers.
Others said they didn’t feel listened to, or didn’t understand what would happen after raising a concern.
As one person put it, care can feel like it’s happening “to you, not with you.”
Getting the right support isn’t always straightforward
For people with disabilities, long term conditions or communication needs, things can be even harder.
There are good examples. When staff take time to understand someone’s needs and plan ahead, it makes a huge difference.
But that doesn’t happen consistently.
We heard from people who couldn’t get interpreters, couldn’t access transport, or struggled to get specialist help. In a large area like this, where travel and access vary so much, those barriers can quickly build up.
Some described having to push repeatedly just to be heard.
Care can be excellent, but it’s not always consistent
There’s no doubt that good care is happening.
People told us about kind staff, thoughtful support, and moments where someone went above and beyond. Those experiences stay with people.
But others shared very different stories.
Some described poor communication or feeling judged. Others raised concerns about safety, being discharged too early, or not getting follow up support.
It’s that gap between experiences that really stands out.
What this all adds up to
When you step back, a clear picture emerges.
When care works, it works really well. People feel supported, listened to and looked after.
But too often, getting to that point is harder than it should be.
Long waits, confusing processes, travel issues and gaps in communication all add up. And for people who are already unwell or worried, that makes a difficult situation even harder.
Why this matters
This report is built on what people have taken the time to share.
It’s a reminder that behind every appointment, delay or phone call is a real person trying to get help.
And it shows where things need to improve so care works better for everyone, not just those who are able to access healthcare easier than some.
Who needs to hear this
This report is being shared directly with the people who can act on what we’ve heard.
That includes the organisations responsible for planning and delivering care across our area, such as NHS Humber and North Yorkshire Integrated Care Board, NHS West Yorkshire Integrated Care Board, GP practices, dental practices, hospitals and local councils.
But this goes wider than health and care alone.
We are also calling on the Government and the York and North Yorkshire Combined Authority, led by Mayor David Skaith, to play their part. Issues like transport, staffing and access to care do not sit with one organisation, but they have a real impact on whether people can get the help they need.
This is about turning what people have told us into real, joined up action.
