Change NHS: What Adults with Support Needs Told Us
About Change NHS
Change NHS was launched in October 2024 as the largest public consultation in the NHS's 76-year history. It aims to involve patients, NHS staff, and community organisations in a nationwide conversation to shape a new 10-Year Health Plan for England.
The plan will set out how we create a truly modern health service designed to meet the changing needs of our changing population. This will be focused on the three shifts that the Government, health service, and experts agree need to happen. This includes:
- moving care from hospitals to communities
- making better use of technology
- focussing on preventing sickness, not just treating it
What Adults with Support Needs Told Us
We spoke to members of local community group Kingston Eco-op to learn about their experiences and what they think about the 'three shifts'.
Across three sessions, participants shared concerns about hospital staffing, long waiting times, and the need for better-coordinated care.
While many welcomed technological advancements like virtual wards and shared medical records, they told us about the importance of personalised care and shared concerns about the privacy of online meetings. Discussions also underscored the value of community-based healthcare, personalised support for healthy living, and the role of companionship in well-being.
Session 1: Better Use of Technology
"I have been on the waiting list for ages. I get a letter to say it's been postponed and that’s it. They rearrange and then it happens again."
Session One focused on the role of technology in improving NHS care. Participants highlighted concerns about long hospital waits and the need for better coordination between services.
"I live with my brother and sister-in-law, they support me. They help with what I need [so I would be happy on a virtual ward]"
While many supported virtual wards as a way to ease hospital pressures, they also emphasised the importance of choice and adequate support at home.
"I would rather be in hospital. I feel safer."
There was strong agreement on the benefits of NHS systems sharing patient records to improve emergency care. Opinions on online GP appointments and AI health apps were mixed—some found them convenient, while others preferred face-to-face interactions for better communication, privacy, and thorough medical assessments.
- General NHS Feedback: Participants felt there should be more hospital staff, shorter waiting times, and better support for outings and fresh air.
- Virtual Wards: Most participants liked the idea but wanted the option to choose. Some preferred hospitals for safety.
- Sharing NHS Records: Strong support for NHS systems sharing patient information to improve emergency care.
- Technology in Healthcare: Online GP appointments were seen as helpful, but some preferred face-to-face visits for personal interaction and tests. Concerns included confidentiality and security.
- AI Health Apps: Mixed opinions—some preferred human guidance on healthy eating, while others liked app reminders.
Session 2: Moving Some Care from Hospitals to Communities
"Really important to do more to clear beds in hospital"
Session Two explored the idea of moving more healthcare services from hospitals into the community. Participants supported this shift if it led to shorter waiting times and more personalised care but stressed the shift was only viable with adequate care available. The idea of not having care or support available like you do in a hospital or day service was worrying.
"Happy as long as I am safe and my needs met"
While some welcomed the idea of virtual wards, others, particularly those living alone, were concerned about the lack of immediate support.
"Would prefer hospital when I am unwell, feel safer."
Community test centres were seen as beneficial if they were easily accessible.
"I had the covid vaccine in my local church, that worked well."
Ambulance assessments received mixed feedback—some valued improved information-sharing, while others worried that additional tasks for paramedics could delay response times.
"when they took my dad to hospital they spent about 30 minutes on the tablet updating details ready for the doctor, it worked well. When they took me before, there was nothing and I was just handed over, it was not as good"
- General Feedback: Support for reducing hospital stays, as long as community care was safe, accessible, and well-staffed.
- Community Healthcare: Positive aspects included shorter waits and personalised care, but concerns included inconsistent care schedules and lack of hospital-level support.
- Virtual Wards: Participants reiterated that they were open to them if care was adequate but worried about being alone without immediate help.
- Community Test Centres: Supported as long as they were closer than hospitals.
- Ambulance Assessments: Some praised ambulance staff updating medical records before hospital handover. Others worried that adding more tasks could delay response times.
Session 3: Doing More to Stop People Getting Ill
Session Three focused on preventing illness and promoting healthier lifestyles. Participants told us about the need for practical support, such as hands-on cooking guidance, rather than just advice on healthy eating.
"Someone to make food with me and show me how to do it, not just tell me what is good and what is bad."
Cost of living and access to nutritious food were highlighted as barriers to good health, and concerns were raised about living conditions, with calls for more home visits to check on well-being.
Access to green spaces was generally good, but some felt vulnerable in public areas.
"People should have more time to support people who need it. People with mobility issues need more time to move about and need someone to support them. Also wheelchair users who cant support themselves need someone to take them out to get fresh air."
Social support was seen as essential, with a preference for companionship roles separate from caregiving. Overall, prevention efforts should be more personalised and focused on individual needs.
"Being listened to and having someone specific to hear what I have to say"
- Healthy Eating & Lifestyle: Participants preferred hands-on support for cooking and nutrition over digital advice. The cost of living was a barrier to healthy eating.
- Support Staff Training: Suggested more training on checking food quality and promoting healthy choices.
- Green Spaces & Exercise: Some felt vulnerable in public parks due to social stigma. Suggested structured outdoor activities and better companionship support.
- Healthy Homes: Concerns about poor living conditions affecting health. Recommended home visits for screenings and support.
- Befriending & Mental Health: Emphasised the need for dedicated social support separate from caregiving roles to improve well-being.
- Health Checks & Prevention: Preference for home visits to reduce disruption.
Thank you to the participants from Kingston Eco-op, who shared valuable insights about their healthcare needs and experiences.
The group shared their thoughts on what works well and what could be improved, highlighting the need for a personalised approach with better communication and easier access to services.
While many were open to new technologies like virtual wards and online appointments, they shared the importance of having options and feeling supported.
Healthwatch Kingston has shared this feedback with Change NHS so local voices are heard and we can help shape a healthcare system that works for everyone.
About Kingston Eco-op
Kingston Eco-op is a social care project based at the Searchlight Community Centre in Kingston upon Thames, managed by Kingston Voluntary Action.
The community served by Kingston Eco-op is diverse, including individuals with mental health concerns, learning disabilities, learning difficulties, physical disabilities, and other health issues.
Kingston Eco-op aims to reduce isolation, increase self-confidence and esteem, develop skills for self-help and mutual support, and promote community involvement among its members.
