Our Quarterly Impact & Activity Report: January to March 2026

Click here to download the full report

Quarterly highlights

Listening to your experiences

• 429 people shared feedback about health and care services
• We supported 382 people through our contact centre
• 115 concerns were escalated or referred for action

Community engagement

• We met people through community events, hospital sessions and library drop-ins
• Over 10,000 people visited our website
• More than 2,000 people accessed our reports and updates

What people told us

• Primary care and hospital services were the most discussed areas
• Key issues raised included:
  • Access to services
  • Treatment and care
  • Communication and administration.

This feedback highlights ongoing pressures and where improvements are most needed.

Key report and impact

Understanding Digital Healthcare Access

We published a new insight report on how people access healthcare through digital systems.

It found that while digital tools can improve access, many people face challenges navigating multiple platforms, with fragmented communication and systems that do not join up. Digital exclusion remains a key risk.

Impact
The findings have been shared with NHS and system partners to support improvements to digital access, communication and patient experience.

Making a difference

This quarter we supported people to:

• Raise concerns about discharge decisions and access to rehabilitation
• Navigate mental health services and transitions to adult care
• Seek follow-up care and answers after diagnosis.

We also:

• Shared patient experience data with the Care Quality Commission to support inspections
• Provided evidence to NHS England and local authorities to inform service reviews
• Raised access issues with system partners to support service improvement.

Looking ahead

We will continue to:

• Gather and share feedback from local communities
• Work with partners to improve services
• Ensure people’s experiences shape local and national decision-making.