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As part of our ongoing place-based engagement, in June, Healthwatch Medway spoke to 42 residents living in Lordswood and Walderslade to understand how their local environment affects their health and wellbeing.
The topic most frequently raised by residents was healthcare, with 69% (29) commenting on local healthcare provisions. While healthcare is something that we hear about frequently across Medway, Lordswood and Walderslade had the highest percentage of residents mentioning healthcare in the area.
Of those, 38% (11) shared positive experiences, referencing good communication and caring staff at the Lordswood Healthy Living Centre.
“When [staff at the Lordswood Healthy Living Centre] say they're going to do something they do it and communication is good with texts, regular reminders and clear instructions. They'll also call you with updates.”
83% (24) of residents who mentioned healthcare shared negative experiences. This is a significant increase from 16% in 2025.
50% (12) of negative experiences referenced access. Residents shared that they have difficulty getting a GP appointment and raised concerns about how appropriate telephone consultations were for their needs. 2 residents also told us that as a result of difficulty in access, they now no longer attend the GP.
“Getting a Doctors appointment [is difficult]. I don't really go to the doctors much. I find that small things I would have gone to the doctors about I don't now. I just let things go.”
“My main concern is the GP surgery which was great until COVID happened. It just went so downhill, appointments, resources the full lot. It is so bad now that I just won't use it. I think that is the same with a lot of people too, they just don't get stuff looked at because it is too difficult. Getting an appointment is way too hard.”
“I can't get a routine appointment on the same day. It takes 3 to 4 weeks for a routine appointment. I get a text for a phone appointment. This impacts me because I want to see someone in person, and I can't. It is important to me and upsetting. How can they see what I am really like over the phone?”
38% (9) of negative experiences referenced digital exclusion. All were over the age of 55.
“This is the computer age, where you push a button. The negative impact is that if I want to do something and talk to someone, I can't. It was part of my everyday life before, and it is what I am used to. Not possible anymore. I find adapting hard.”
“The Anima booking system is not great especially for older people. I have to do it for my husband because he wouldn't be able to. We used to call the GP at 8am for a morning appointment or 11am for an afternoon one. It would be good to still have that option even if it's a dedicated line for elderly people, those that aren't very tech savvy, don't have internet or are hard of hearing.”
Half of those who mentioned access or digital exclusion issues shared that they had either a disability, long-term health condition or both. This aligns with previous acknowledgements that older people, people with disabilities, and people with life-impacting conditions are at higher risk of health inequalities due to digital exclusion. Healthwatch Kent and Healthwatch Medway’s recent report, ‘Bringing Care Online: People’s Experiences of Digital Services in Health and Care’ found that 14% of all feedback about online health services referenced barriers to access, with people aged 55 and over more likely to report experiencing digital barriers such as lack of understanding, lack of resource or difficulty linked to disability.
With the ambition in the 10-year plan for the NHS app to become the universal front door to the NHS by 2028, and digital solutions being key to the delivery of the neighbourhood health model, Medway residents who already face barriers are at risk of becoming excluded from healthcare even further. The NHS Alliance also suggests that residents who are unable to use digital options may continue to depend on phone lines and face to face options, which can also create additional strain on a system already experiencing increased pressure.
Examples from other integrated care systems across the country show how collaboration with councils, VCSE organisations and local partners can help provide support in the community for those who face digital exclusion. Locally, Kent and Medway ICB listened to resident’s experiences and opinions of digitally accessing healthcare, and found that many residents support digital transformation, as long as alternative options are available for those that need them. As a result, in their five year strategy, Kent and Medway ICB have committed to making greater use of digital tools, but also to making sure alternatives are available to support fair access and reduce the risk of inequalities across the system.
Data from our community engagement suggests that once residents are able to access healthcare services, experiences are generally positive. However, difficulty accessing appointments and increasing reliance on digital solutions create barriers for older residents and people with disabilities and long-term health conditions.
As healthcare provision is transformed into the neighbourhood health model, there is a risk that people who are unable to use digital tools could become further excluded from care, potentially widening existing inequalities. Ongoing engagement with communities who already face barriers will therefore be important to ensure that local transformation meets the needs of all residents in Medway.
Bias and Limitations
Residents we spoke to were those who were available and willing to speak to us at the time and location of each engagement event. Therefore, the sample is not representative of the Lordswood and Walderslade population. These findings should be interpreted as indicative trends rather than conclusive evidence.
