Healthwatch visits Linking Routes
Listening to Older People’s Experiences
Discussions highlighted ongoing issues such as difficulties accessing GP services, digital exclusion, hidden caring roles and anxiety about future care needs.
Barriers to GP Access
Several people described problems accessing GP appointments, particularly for those living with complex or long‑term health conditions. One attendee shared how being directed to urgent care after completing an online form resulted in a seven‑hour wait, despite the issue significantly affecting her ability to manage daily tasks. The experience had a serious physical and emotional impact and raised concerns about why a routine GP appointment was not offered.
Digital Exclusion and Independence
Digital access remains a major barrier. Some attendees are unable to use online systems at all, while others struggle due to disabilities or cognitive difficulties. Many rely on family members to complete online forms, and several said NHS and GP systems often redirect them to urgent care or A&E unnecessarily — seen as a last resort due to long and challenging waits.
Identifying Hidden Carers
A hidden carer was identified during discussions, who had not recognised their support as a caring role. Information and contact details for We Care You Care were shared.
Supporting Digital Choice
Information was provided about pre‑bookable GP appointments for non‑urgent issues. Attendees also received guidance on the NHS App, including options for trusted family members or carers to help manage health services with consent.
Informing Better Services
Listening to lived experience ensures community voices are heard and helps shape more inclusive, compassionate and accessible health and care services.
