Giving Young People a Voice: How Healthwatch and Youthwatch Are Shaping Better Healthcare

Whether it’s struggling to find an NHS dentist, waiting months on end for a hospital appointment or facing years for an autism assessment, many people across Cambridgeshire and Peterborough have experienced challenges when trying to access health and social care services.

Making sure these voices are heard is the role of Healthwatch Cambridgeshire and Peterborough, the independent champion for people using health and social care services.

Healthwatch gathers feedback on services ranging from GP practices and hospitals to dentists, pharmacies, mental health services, care homes, home care and community support. Whether feedback is positive or negative, it helps to build a clearer picture of what is working well and how services can better meet the needs of local communities.

Rather than delivering healthcare itself, Healthwatch works to ensure that local people’s experiences influence the organisations responsible for planning and delivering services. ‘We are independent and committed to making the biggest difference for you.’ It shares anonymised feedback with NHS organisations, the Integrated Care Board (ICB), local authorities and care providers, helping decision-makers understand the real impact their services have on people’s everyday lives.

A central part of this work is shared through Youthwatch, which gives children and young people the opportunity to influence the future of health and social care for everyone.

Sue Allan, Head of Engagement at Healthwatch Cambridgeshire and Peterborough, spoke about Youthwatch’s projects and how they support the organisation’s five-year strategy while also being shaped by the interests of its members.

‘The work and projects that Youthwatch does fits into the Healthwatch five-year strategy. However, we are also led by what the young people have a passion about. This determines what projects we do,’ she said.

One recent project explored neurodiversity, complementing wider work carried out through local partnership boards. Healthwatch is also piloting its first Young People’s Health and Care Forum, giving younger residents another opportunity to discuss the issues that matter most to them and contribute ideas for improving services.

For Sue, involving young people is essential because they are often one of the least-heard groups in discussions about healthcare.

‘We need to hear from all ages. We hear less from younger people and we need to know what will make services better for their future. This is why Youthwatch is important,’ she said.

Youthwatch ensures young people are not simply future users of health services but active contributors whose views can help shape decisions being made today.

Listening to the community

The feedback Healthwatch receives highlights the issues affecting people across Cambridgeshire and Peterborough.

Among the most common concerns are the shortage of NHS dentists, lengthy waits for hospital appointments, delays in A&E departments and autism assessments that can take up to five years.

Between June 2025 and June 2026, Healthwatch received 2,447 pieces of feedback from residents about health and social care services.

More than half of all comments relating to access to services (52%) and administration (56%) highlighted problems such as difficulties getting appointments, long waiting times and poor communication.

Dental services attracted some of the highest levels of concern, with 73% of feedback being negative. Autism services received 75% negative feedback, while 65% of comments about ADHD support reflected frustrations with delays and difficulties accessing care.

Despite these challenges, many people praised the dedication of frontline staff. Nearly half of all feedback relating to staff behaviour was positive, reflecting the kindness, professionalism and compassion shown by healthcare workers across the region.

Turning feedback into action

Healthwatch does more than collect stories. It uses evidence gathered from local communities to influence change.

Feedback is shared with the Integrated Care Board, local authorities and healthcare providers through strategic meetings where concerns can be escalated and recommendations discussed.

One example involves transport to hospital appointments.

Healthwatch has heard from many residents living in Fenland and East Cambridgeshire who struggle to travel to appointments at Addenbrooke’s Hospital or the Queen Elizabeth Hospital in King’s Lynn. Limited public transport, expensive taxi fares and strict eligibility criteria for non-emergency patient transport mean some patients face significant barriers accessing treatment.

Healthwatch also carries out Enter and View visits, where trained volunteers visit hospitals, Community Diagnostic Centres, eye clinics, end-of-life care services and care homes to observe services, speak with patients and staff, and make recommendations aimed at improving care.

Alongside this work, Health and Care Forums give residents opportunities to share their experiences directly and contribute to conversations about future health and social care services.

Opportunities for young people

Youthwatch offers a range of opportunities for young people who want to make a difference in their communities.

Members can join online groups, contribute to projects, surveys and campaigns, and provide advice on issues affecting young people’s health and wellbeing. Those aged 16 and over can become Community Listeners, working alongside Healthwatch’s Engagement Officers to gather feedback from local communities, or Community Researchers who support wider engagement projects. 

Young people can also become ambassadors within their schools, colleges or universities, encouraging others to have their say.

Volunteering also enables young people to develop valuable skills, including communication, active listening, research, decision-making, leadership, presenting and influencing change.

Since starting to volunteer last August, I have contributed ideas, designed a Sexual Health flyer, and assisted with scriptwriting for the podcast, ‘Vaping and Young People’, which is publicly available to watch on YouTube.

Sue encourages anyone who wants to make a positive difference to get involved. 

‘Become a volunteer. This can enhance your CV and we can give you a reference for a job or university. If you desire a career in health or social care, this can build your skill set. You get satisfaction that you have helped make a difference,’ she said.

Reaching every community

Healthwatch is committed to ensuring that everyone has the opportunity to be heard, particularly those whose voices are often underrepresented.

Its engagement teams work with a wide range of communities, including homeless people, refugees and asylum seekers, people experiencing addiction, Gypsy, Roma and Traveller communities, LGBTQ+ communities, disabled people and those living with long-term health conditions.

Over the past year, the organisation attended 199 community events and spoke with 1,376 people, ensuring that a broad range of experiences contributes to shaping local health and social care services.

Looking ahead, Healthwatch’s priorities include improving mental health services, strengthening access to GPs, dentists, pharmacies and eye care, increasing engagement with children and young people, improving joined-up care between hospitals and primary care, and tackling health inequalities across Cambridgeshire and Peterborough.

As pressure on health and social care mounts, Healthwatch’s work demonstrates the importance of listening to local communities. Every conversation, survey response and shared experience contributes to a better understanding of the challenges people face and the improvements they want to see.

Through Youthwatch, young people are playing an increasingly important role in those conversations, helping to shape more responsive, inclusive and accessible health and social care services for communities across Cambridgeshire and Peterborough.