The impact of Healthwatch in the region

A new report from 14 local Healthwatch across the North East and North Cumbria highlights how we are bringing people’s voices into decisions about health and social care.

The report, which was presented to our local NHS sets out how, by working together, local Healthwatch are helping to shape services, influence policy, and drive improvements across the region.

What people told us matters most

• Across all of our work, people consistently told us about the importance of:
• Being able to access services when they need them
• Clear communication and information
• Continuity of care and support
• Services that are inclusive and accessible
• Understanding how their feedback had been used and acted upon

Where Healthwatch made a difference this year

Getting a GP appointment 

As changes happen in primary care, Healthwatch helped people to understand these changes, and fed back to providers what was and wasn’t working. Feedback highlighted concerns around continuity of care, digital exclusion and awareness of services such as extended GP hours and the Pharmacy First service.

Shaping new services for those with long-term conditions 

Healthwatch helped the NHS to gather views and insight on the WorkWell Programme, a new service supporting people with long-term health conditions to balance their health, work, and caring responsibilities.

Reaching people less likely to be heard 

Healthwatch helped those who wouldn’t usually respond to surveys or consultations to share their experiences and views on end-of-life and palliative care through trusted, community-based conversations.

Influencing national policy 

The network responded to the national NHS Online consultation, drawing on experiences of communities across the region. Healthwatch highlighted both the opportunities digital services offer, and the risk of leaving people behind if choice and accessibility aren’t protected.

Improving mental health rehabilitation 

One of the year’s biggest joint projects looked at mental health rehabilitation and recovery services across County Durham and the Tees Valley. People described long waits, fragmented care, poor communication and unsafe discharge arrangements. The importance of continuity, relationships and community support in recovery was clearly identified. This directly informed improvements to services and discussions around future investments.

Holding services to account on big changes

Healthwatch continued to support public involvement as the University Hospitals Tees Group changes how it works. This work reinforced the importance of transparency and a genuine ‘you said, we did’ approach to hearing from patients, as a way to maintain trust with local communities.

Making research more inclusive 

Through the Workforce Voices programme, Healthwatch helped make it easier for staff, patients and communities to take part in research that shapes the future NHS workforce.

Improving access to NHS dentistry 

Thousands of residents shared their struggles accessing NHS dental care. That collective voice helped secure real improvements including the new Urgent Dental Access Centres, extra investment and clearer routes to getting treatment. The NHS acknowledged the role Healthwatch played in supporting these changes.

Standing up for an independent voice 

The Healthwatch network nationally responded jointly to the Government’s Health Bill Call for Evidence. We highlighted concerns about proposals to abolish Healthwatch and move its functions elsewhere, and the importance of maintaining an independent patient voice for health and social care services. We demonstrated the scale and impact of the Healthwatch network’s work, including:

• Hearing from 85,000 + people across the region
• 3800 residents helping us to shape NHS dentistry research, leading to significant service improvements
• More than 4,500 people contributing to our work on women’s health
• 2,500 people shared views and experiences on access to GP services

The region’s NHS is currently refreshing its Integrated Care Strategy, rethinking how it plans and buys services. Many of the priorities in the strategy, including: care closer to home, prevention, reducing inequalities, improving access and making the most of resources, closely mirror what we at Healthwatch continue to hear from people.

The Healthwatch network remains uniquely positioned to connect local experience with regional and national decisions on health and social care services, helping to make sure future services are shaped by real experiences and grounded in what matters most to the communities they serve.

Christopher Akers-Belcher, Regional Coordinator for the North East and North Cumbria Healthwatch Network, said:

“The Healthwatch network in our region continues to demonstrate the power of working together. By combining local knowledge, trusted relationships and independent insight, Healthwatch is helping influence services, support improvement and ensure people’s experiences inform decisions at every level of the health and care system.

“By connecting local insight with regional and national conversations, Healthwatch in the North East and North Cumbria helps ensure decisions are shaped by real lives.”

Read the North East North Cumbria Healthwatch Network Annual Report 2025/26