Our Annual Report 2025–2026: Speaking up for better care
This year, we listened to thousands of people, shared independent insight with decision-makers, supported people to raise concerns, and published reports showing where services are working well and where improvements are needed.
Click here to read the full report
Annual highlights
Listening to your experiences
- 1,664 people shared feedback about health and social care services with us
- We supported 1,208 people through our contact centre
- 457 complaints or concerns were escalated or referred for action
Community engagement
- Our staff, volunteers and Healthwatch Champions attended 122 outreach events, talks and meetings across Devon, Plymouth and Torbay
- This included hospital visits, library drop-ins, community events, care home lay visits and local engagement sessions
- More than 51,000 people visited our website
- Our social media posts were seen more than 190,000 times
Championing your voice
We published major reports about digital healthcare access, vaccination confidence, Multiple Sclerosis care, reasonable adjustments, hospital accessibility and the Royal Eye Infirmary in Plymouth.
These reports were based on insight from at least 516 people and groups, plus a lived experience hospital walkthrough and a review of 6,795 patient feedback records, including 1,221 records referencing digital access.
Key reports and impact
Improving digital healthcare access
Our digital healthcare access report showed how people are using the NHS App, GP online systems, hospital portals, text messages, emails and letters to manage their care.
It found that digital tools can improve access, but only if systems are clear, joined up and inclusive. The findings have been shared with NHS Devon and system partners to support improvements to digital access, communication and patient experience.
Making reasonable adjustments work in practice
Our Torbay reasonable adjustments report explored how services support people with disabilities, learning disabilities, neurodivergence and mental health needs.
The report showed that small changes – such as quieter spaces, clear communication, staff awareness and better recording of adjustments – can make care safer and less distressing.
Improving hospital experiences
At the Royal Eye Infirmary in Plymouth, patient feedback helped University Hospitals Plymouth focus on improving letters, website information, phone access, volunteer support, signage, contrast, lighting and wayfinding for people with sight loss.
We also supported staff learning through walkthrough videos using sight-loss filters, helping staff better understand what attending the REI can feel like for visually impaired patients.
At North Devon District Hospital, feedback from people with cognitive and communication challenges gave the hospital clear “quick wins” on signposting, maps, “You are here” signs, sensory overload and staff awareness.
Building trust in vaccination programmes
Feedback from 298 people gave NHS Devon insight into vaccine fatigue, side-effect concerns, trust and access.
This will help shape future vaccination communication, outreach and mobile offers.
Improving care for people living with MS
Our Living with MS report highlighted delays, variation and communication gaps affecting people with Multiple Sclerosis.
The MS service recognised the findings as valuable learning, and the MS Society contacted us about further local concerns.
Making a difference
This year, public feedback helped to:
- improve understanding of digital barriers and digital exclusion
- support hospital accessibility improvements for people with sight loss
- highlight practical changes needed for people with cognitive and communication challenges
- strengthen awareness of reasonable adjustments
- shape future vaccination planning
- raise concerns about MS diagnosis, treatment and ongoing care
- support care home residents, relatives and staff to share what matters to them
- inform providers, commissioners, scrutiny, MPs, the Care Quality Commission and system partners.
The future of Healthwatch
The future of Healthwatch and its statutory functions is now part of national discussion through the Health Bill.
Whatever happens next, our commitment remains the same: people in Devon, Plymouth and Torbay must continue to have trusted, independent and accessible ways to share their experiences, raise concerns and influence decisions about health and social care.
As health and care continues to change, our partnership remains committed to supporting local organisations with the same high-quality independent support, trusted insight and expert engagement for our communities.
