Healthwatch: Young people’s voices on healthcare services
On this week’s blog, we hear from the team from Healthwatch Barking and Dagenham on what they’ve heard from local young people accessing health and care services. As one of FaithAction’s local projects, Healthwatch Barking and Dagenham works within FaithAction’s home borough as a health and social care champion, feeding local voices through to local NHS leaders and other decision makers.
In recent months, Healthwatch has actively engaged with several groups of young people within Barking and Dagenham aged 13-24 to gather their insights and experiences on local healthcare services. The majority of the voices of young people are overlooked when dealing with healthcare related issues, making it vital to ensure that their concerns are heard and addressed. When conducting the research their stories highlight the importance of accessibility and responsive services. This blog summarises the experiences and feedback as well as the improvements that are needed to better healthcare services.
General Practice (GP) services: accessibility and services
For many young people, primary care through GPs is presented as the first initial point of contact with the healthcare system. However, numerous young people shared frustration about the accessibility of these services. There was a recurring theme in difficulty securing appointments, long phone waits and restrictive appointment schedules. One individual expressed, ‘They don’t listen, it feels like the door is being shut on me. Went back and forth with the GP for 5 months despite injuring myself in a bike accident’. Some young people voiced concerns that phone consultations made it difficult for them to receive the patient centred care they require, with many preferring in-person visits to fully address their health issues. Overall, the experiences were mixed regarding the quality of care provided. While some had positive interactions with their GPs – feeling heard, supported, and well-treated –compared to others feeling dismissed, especially regarding mental health issues ‘not taken seriously’ or conditions that were not immediately understood or accessed. For instance, one young person stated the frustration of being unable to get a diagnosis for ADHD. These cases highlight the need for GPs to offer timely, comprehensive consultations to allow young people to voice their concerns without feeling rushed and uncared for.
The experiences with hospital services, particularly in urgent care and A&E setting, were often influenced by long waiting times. Many felt dissatisfaction due to delays, being ignored or undervalued. One young individual shared experience of waiting 36 hours in A&E for a brain scan, suggesting the emotional toll of extended waiting hours, especially with serious and unexplained symptoms. However, positive feedback was shared as some young people felt reassured by the received care as staff were attentive and understanding, ‘The doctor was very nice, asked a lot of questions, and issued a prescription’.
While clinical care was recognized by some, administrative challenges such as unclear communication and long shifts, remain as a source of distress for many young people. The need for better coordination and timely updates for care is emphasized. Furthermore, the experiences when dealing with emergency services suggests how essential emotional and psychological support is for young patients.
Additionally, the experiences highlight several key challenges faced by LGBTQ young individuals in accessing healthcare services, revealing issues related to discrimination, a lack of understanding, and a breakdown in communication with healthcare professionals. These experiences show that LGBTQ individuals, particularly transgender people, often encounter difficulties such as discrimination and mistreatment as one individual states that, ‘Some people can be very homophobic in health settings, I am transgender man and I was refused to be treated in A&E’. The refusal by A&E implies that healthcare professionals are unwilling to deliver appropriate care. The lack of awareness and sensitivity to the health needs for LGBTQ groups creates barriers as individuals feel unwelcome and are unable to discuss sensitive topics, ‘I don’t know my GP very well so I would not feel comfortable discussing my issues about my sexuality’. The need for cultural competency and inclusivity is necessary to ensure a safe healthcare setting for all young individuals regardless of their sexual orientation or gender identity.
Mental health services are a contributing area of concern for young people, with many feeling that emotional struggles were not taken seriously or given attentive care as one expressed ‘I need counselling for my mental health, but I cannot even get a doctor’s appointment to be referred here’. Additionally, one young person described how they felt ignored by the Children’s and Young People’s Mental Health services (CAMHS), with repeated appointments where they were told the same things without meaningful support.
Ultimately, these young people’s experiences show the vital need for accessible and empathetic care across all healthcare sectors. While some have favourable encounters, many felt alienated and vulnerable. It’s clear that healthcare services must adapt to better meet the unique needs of young people, ensuring that they feel heard, respected, and fully supported in their healthcare journeys.
Overall, these findings highlight the need to reform in both the structure and culture of healthcare services for young individuals. Providing accessible services, improving communication as well as utilising a more empathetic and patient-centred approach is significant in improving the experiences of young people’s access to health services.
