Unlocking the Power of People-Driven Care: Our 2024-25 Annual Report Summary

Over the past year, over 11,000 residents shared their experiences with Healthwatch Birmingham. We’ve listened, and together we have turned those stories into positive action. 

The NHS 10-Year Plan outlines how Healthwatch services will be brought into the NHS and local authorities in the future, raising serious questions about the loss of local patient and user voice. 

Many of the concerns raised with us – from digital access and services closer to home, to tackling inequalities – are exactly the type of issues the 10-Year Plan want to address. But without Healthwatch independence, many concerns risk going unheard and unaddressed. 

Services can’t improve if they don’t know what’s wrong. Your experiences shine a light on issues that may otherwise go unnoticed.  

Below are just a few highlights of how your voice led to real change this year, and you can read the full report here.

Tackling Gaps in Prostate Cancer Care 

We spoke to 93 people using the NHS prostate cancer pathway. Many described good care, but others raised concerns regarding: 

• Delays in diagnosis 

• Limited information about treatment options 

• A lack of post-treatment support 

After sharing our findings, University Hospitals Birmingham NHS Foundation Trust (UHB) reported the following actions: 

• Increased diagnostic capacity 

• Recruitment of specialist staff 

• More holistic assessments  

• Improved support services 

These improvements support key aims on the NHS 10-Year Plan, including faster diagnosis, more personalised care and a system that acts on what patients say they need. 

Access to Pharmacies for Minor Health Issues 

We heard from 460 people about their experiences with community pharmacies. Some concerns raised included:

• Awareness of services 

• Privacy concerns 

• Pharmacist expertise 

• Consultation room availability 

As a result, the Birmingham and Solihull Integrated Care Board has worked with us to improve public awareness through leaflets, radio adverts, school outreach and social media.  Pharmacies now have greater access to translation services. 

Expanding access to Pharmacy First not only made it easier for people to get care locally – it directly supports the 10-Year Plan’s aim to provide more care in the community.  

Hearing from All Communities 

Everybody in Birmingham should have the chance to share their feedback. Reaching people who are often excluded is essential to a future system built on prevention and equity – both key goals in the NHS’s 10-Year Plan. 

This year, we have reached different communities by: 

• Holding events in warm spaces to reach those facing financial hardship 

• We worked with the Refugee and Migrant Centre to plan a dedicated engagement event for these communities 

• We engaged with many people where English is not their first language, raising awareness of challenges they face 

• We spoke to young people who have additional needs, allowing us to hear their views but also provide tailored information and signposting

We have also: 

• Provided Information and Signposting to almost 2,000 people, on topics ranging from finding an NHS dentist to helping people understand their care rights 

• Helped to reduce mental health wait times, improve personalised care plans and expand access to talking therapies and community support 

• Highlighted long waits for autism diagnoses, and raised the issues that families face during these periods 

• Raised concerns about transport costs, enabling support for families in the most deprived areas to reach children’s appointments 

• From finding out what residents think to raising awareness, our volunteers have championed community concerns to improve care – while also gaining skills and experience to support their own development 

Looking to the Future 

We believe that now, more than ever, an independent voice for patients and the public is essential for a fair and accountable health and social care system. 

Our priorities remain clear: 

Tackling health inequalities 

We will ensure everyone’s voice is heard, and make sure services work better for all residents. 

Improving access 

From finding a dentist to navigating mental health services, we will continue to break down the barriers that prevent people receiving the care they need. 

Amplifying the public voice 

We’ll make sure the voices of patients, carers and communities shape local decisions. 

Read the full report here.