In total, 1,207 public survey responses were received, of which 1,115 were completed. In addition, the engagement programme included community events, outreach stalls, discussion groups, direct email promotion and commissioned insight work with voluntary and community organisations to hear from groups less likely to take part in standard digital engagement. The programme also generated reach at scale through digital promotion, including paid advertising, newsletters, social media, stakeholder networks and local community channels.
The strongest overall message from residents is that people want an NHS that is easier to access, easier to navigate and more joined up. Across the dataset, the dominant concern is not one service alone but the cumulative experience of trying to get help: getting a GP appointment, waiting for referrals or results, travelling to services that are too far away, repeating information, and chasing responses. Access to healthcare when needed was by far the most common priority selected in the survey, followed by joined-up care and being listened to as an individual.
The findings broadly support the direction of the strategy priorities. There is strong support for improving health outcomes and reducing inequalities, but residents define inequality in practical terms: where you live, whether you can travel, whether you can use digital systems, whether you have someone to help you, and whether you can afford to go private. There is also support for shifting care from hospital to neighbourhoods, but only where this means real local alternatives, not simply centralising hospital care or reducing local access. Stabilising and then improving performance comes through as an urgent public expectation, especially in primary care and urgent access. Residents also place strong emphasis on system architecture and enablers such as shared records, simpler pathways and better communication between services.
The data also shows that different groups experience the NHS differently. Older people are especially likely to raise GP access, phone and online barriers, continuity and the difficulty of travelling. Younger adults are more likely to talk about mental health. Disabled respondents more frequently describe accessibility problems, multiple-condition care and the poor fit between service design and everyday life. Some places, particularly coastal, rural and fast-growing areas, describe themselves as disadvantaged by poor transport, uneven provision and services not keeping pace with population growth.
Overall, the engagement suggests that the strategy will be judged not by its language but by whether it improves day-to-day experience. The issues most visible to residents are straightforward: Can I get help when I need it? Do services talk to each other? Can I get care closer to home? Can I still access the NHS if I am older, disabled, working, isolated or not confident online? And when I do get through, will I be treated like a person rather than processed like a task?
