Enhancing community health services

Community health services are a vital part of our healthcare system, providing essential care and support to those in need. However, not all voices are equally heard when it comes to evaluating these services. To address this, NHS Kent and Medway undertook a comprehensive outreach initiative during June and July 2024, engaging with local community organisations to gather feedback from 230 participants, particularly from underrepresented and marginalised groups.

Key participants and services utilised

The participants were diverse, coming from various communities including ethnic minorities, those living in deprived areas, individuals with disabilities, and older adults with complex needs. They accessed a wide range of services, with diabetes management, musculoskeletal physiotherapy, and speech and language therapy being among the most frequently used.

Participants highlighted the crucial role of community health services in their lives, often emphasising the professionalism and kindness of the staff. For instance, those using services like musculoskeletal physiotherapy and speech and language therapy expressed gratitude for the timely and compassionate care they received, underscoring the significant impact that well-delivered community health services can have on individual wellbeing.

What works well: positive experiences

The feedback from participants was largely positive, particularly regarding the dedication and empathy of the healthcare staff. Many shared stories of how the care they received helped them manage their conditions more effectively. For example, a participant from Diversity House noted how the thorough assessments and advice provided by healthcare professionals had greatly aided in managing asthma and iron deficiency.

Other positive aspects included better waiting times, the provision of in-person care, and the effective use of technology in managing health conditions. The welcoming environment of the services also contributed to the overall positive experience, making patients feel comfortable and well-cared for.

Areas for improvement: challenges and suggestions

Despite the positive feedback, several areas were identified as needing improvement. A common concern was the long waiting times for appointments, which many felt could be reduced. Participants also called for better communication, particularly regarding what to expect during treatment and the estimated waiting times.

There were also suggestions for more joined-up services, where different healthcare professionals work closely together to provide cohesive care. Participants emphasised the need for a more personalised approach, with healthcare providers taking the time to understand individual needs and circumstances. For instance, those with visual impairments suggested that instead of relying on printed materials, more hands-on support should be provided.

Transport to and from appointments was another significant issue. Some participants found it challenging to access services due to the cost and complexity of public transport, lack of accessible vehicles, and inadequate parking facilities. The use of patient transport services was also criticised for its inefficiency, with many reporting long waits for pick-up after appointments.

Priorities for the future of community health services

When asked to rank their priorities for community health services, participants highlighted the importance of being listened to and involved in decisions about their care. They also emphasised the need for reduced waiting times, better-coordinated care, and the availability of services close to home or even at home.

The feedback pointed to a strong desire for a healthcare system that is not only responsive and efficient but also compassionate and tailored to the unique needs of everyone. Participants stressed the importance of having a shared care record across services to avoid the frustration of repeating their medical history multiple times.

A call for compassionate and accessible care

The feedback gathered from this outreach initiative underscores the vital role of community health services in the lives of Kent and Medway residents, particularly those from underrepresented communities. While many participants reported positive experiences, there is a clear need for improvements in waiting times, communication, and service coordination.

By addressing these issues and prioritising the voices of those who rely most on these services, NHS Kent and Medway can work towards a more inclusive, efficient, and compassionate healthcare system. This will not only improve the quality of care but also ensure that all individuals, regardless of their background or circumstances, have access to the support they need to live healthy, fulfilling lives.

You can read the full summary of the report and download the full report on the Have your say in Kent and Medway website.