How North Yorkshire Is responding to concerns about inaccurate NHS records
Inaccurate NHS records are affecting people’s access to safe and timely care. Healthwatch England’s latest findings show that nearly one in four adults have spotted mistakes in their medical records, from incorrect medication to missing treatments.
These errors can lead to delays, distress, and, in some cases, serious harm.
People want to know how to fix these issues—but the process isn’t always clear. Healthwatch is calling for better record-keeping, joined-up systems, and more support for patients.
Source: Healthwatch England (May 2025)
Even before these national findings, local services in North Yorkshire had started making changes to improve how information is recorded, shared, and accessed.
Improving how records are shared across services
In April 2024, hospitals and GP practices across York, Scarborough, Malton, Whitby and Selby introduced a new shared health record system. The aim is to improve communication between services and reduce the risk of mistakes caused by outdated or incomplete records. This is helping to create a more joined-up experience for patients and reduce the burden of repeating information at every stage of care.
Source of information: Healthwatch North Yorkshire - The Value of Listening report (2024)
Making information more accessible
We’ve heard from people with additional communication needs who don’t always get information in a way that works for them. In response, NHS services in parts of North Yorkshire and Humber have taken steps to address this.
Electronic patient records now include accessibility flags to alert staff about a patient’s communication needs—such as a preferred language or alternative format. In York and Scarborough, patient letters are now automatically generated in large print or easy read where needed. Staff are also receiving training on how to record these preferences clearly and consistently. These changes are helping to reduce misunderstandings and make healthcare more inclusive.
Source of information: Healthwatch North Yorkshire – Making Information More Accessible report (2024)
What people locally are telling us
Feedback gathered from over 1,000 people in 2024 and a further 184 in early 2025 reflects a clear message: people across North Yorkshire are feeling the impact of communication breakdowns and poor information sharing.
Patients frequently told us they had to repeat their stories due to missed or incomplete records, especially between hospital and GP services. Many said discharge summaries didn’t arrive in time—or at all—which led to delays in follow-up care. In mental health services, people shared their frustration at being passed between departments or discharged without clear plans, leaving them feeling unsupported.
Some people were digitally excluded by systems that didn’t offer non-digital options, while others described distress caused by being booked for telephone appointments when their conditions made phone communication difficult. These stories show that when records aren’t joined-up or information isn’t shared well, people are left feeling anxious, confused or ignored.
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Supporting better mental health care
Our experiences of mental health services report in 2023 highlighted how poor communication and fragmented record-keeping can leave people feeling unsupported. Many told us they had to repeat their story multiple times or were passed between services without clear follow-up—issues that reflect the wider challenges raised by Healthwatch England’s national findings on inaccurate NHS records.
In response to local feedback, the North Yorkshire and York Mental Health Alliance—which includes Tees, Esk and Wear Valleys NHS Foundation Trust—has introduced several things to improve continuity and coordination in care:
- Complex emotional needs specialists: These roles provide dedicated, consistent support for people with complex emotional health needs.
- Mental health professionals in GP practices: Access to mental health support through local GP surgeries is helping people receive quicker, more joined-up care without needing to navigate multiple services.
- Trauma-informed care training: Over 1,000 staff have received training to better understand and respond to people’s past experiences, creating more sensitive and appropriate care.
These changes are making a real difference. Lisa, a mother from rural North Yorkshire, told us:
“Discovering a mental health practitioner was life-changing—maybe even lifesaving.”
Her story shows how access to the right care, at the right time, supported by clear and accurate records, can transform lives. These developments reflect a shared commitment to improving mental health support based on what people are telling us.
Source of information: Healthwatch North Yorkshire – Building Bridges to Better Mental Health report (2025)
Listening locally, acting nationally
As Healthwatch England highlights the impact of inaccurate records, local work in North Yorkshire is already helping to address some of these challenges. From better record-sharing to improved accessibility and mental health support, these changes show what’s possible when services listen to what matters most to people.
