Voices of care: your inspiring stories

Talking to people about their health and care experiences is at the heart of Healthwatch’s work.

We use these stories to put a human face on the issues people encounter while trying to access NHS and adult social care support in England.

Every year, we hear from hundreds of thousands of people about their experiences. In many cases, these stories aren’t easy to read. They are stories about people forced to live in pain because they can’t get an operation, losing their jobs because they can’t access mental health support, worrying about how they’ll pay for their kids’ dental treatment or the indignity of not being able to access care for injuries caused during military service.

These stories are essential, though. We don’t learn how to improve care if we only listen when things have worked well. We also need to know where things aren’t working well, if we want to make care better.

However, despite the challenges of getting care, many people live full and healthy lives thanks to the outstanding care provided every day by the staff in the NHS and adult social care services – services that many of us take for granted but can’t imagine life without.

So, this holiday season, we’d like to share just a few of the many positive stories of care received from the outstanding staff of our NHS and adult social care services.

"They answered all of my questions"

Renata, 41, lives in in Exmouth. Her recent NHS experiences left her feeling confident that she will get good care when she needs it. 

In September, Renata attended her local hospital for a hernia operation.  

One week before the operation, the hospital called to explain what to do and not do before her procedure. "This call was very helpful," she says, and it helped her feel prepared for her surgery. 

This positive feeling continued right up until her operation. "On the day (of the surgery), my treatment team were very welcoming — from the receptionists to the staff working in the operating theatre. Everyone introduced themselves to Renata and told her their names, roles and how they'd be involved with her care. They made her feel as comfortable and relaxed as possible. 

"It's scary getting an operation," she told us. "But they answered all of my questions and were very honest about how I'd be in pain afterwards and that they'd help me out with painkillers.  

"They even made jokes, which helped me to relax." 

After the surgeons began their work, they found another issue (a second hernia) that will need treatment at a later date. While she's not happy about requiring another operation, Renata's experience left her feeling confident that she'll get the best possible care. 

"I think they did a really good job," she says. "They didn't just cut me open and move on. They had a look around to see if anything else was going on that needed to be fixed.

"I just want to say a big thank you, and that I really appreciate their help. The NHS is a brilliant service. They work long hours and working with people is never easy, especially when they are unwell." 

“Sublime and excellent care” 

Charles, 60, from Chislehurst, faced a long wait for care. However, the treatment he received at each step of his care journey was excellent, with staff explaining what would happen and helping to put his mind at ease. 

"It started in early 2023," Charles says. "I blew my nose and some alien object came out! Alarmed, I took a few pictures and booked a local GP e-consult appointment with my local GP." 

Charles' GP referred him to the Ear, Nose and Throat service at Lewisham Hospital. He had several appointments, including scans and consultations. Eventually, in September 2024, Charles had surgery for nasal polyps. 

Charles told us he received 'sublime and excellent' care at every step of the process. All the staff he met were polite and explained what they were doing and why. He was especially impressed with the nurse who helped him prepare for the operation. 

"What a character and such a nice person who immediately put me at ease and fussed around me, rounding up whomever I needed to see me through what I was embarking on." 

Charles says he could not have asked for better care from start to finish.  

"Thank you to everyone involved. From reception, to being collected and cared for, and every other care staff in the hospital, I am truly grateful." 

“The ambulance crew and NHS 111 operator were amazing” 

Vicki, 48, from Whitstable in Kent, received excellent care from her local emergency services. 

In January, Vicki started experiencing non-epileptic seizures. In one particularly bad episode in September, Vicki and her partner decided to call for emergency help. 

“I started convulsing at home one Saturday evening. After a few hours it still hadn’t stopped,” Vicki says. “I told my partner, ‘we need to dial 111’." 

The NHS 111 operator immediately dispatched an ambulance to Vicki’s home, arriving 15 minutes later. The ambulance crew loaded Vicki into the ambulance and inserted a cannula as gently as possible, all the while making sure she was as comfortable and warm as possible.  

“They did a great job dealing with me in a really calm and professional manner, even though it was a really scary situation,” Vicki says. 

The ambulance crew explained what was happening to Vicki and her partner, ensuring that they knew what was going on at all times. “They even tolerated my cats, who were curiously watching the whole time!” 

Based on this experience, Vicki has a lot of confidence in the emergency services. She says she won’t hesitate to dial 111 or 999 if she needs help again. 

“The ambulance crew and the NHS 111 operator were amazing. I just want to sing their praises.”