Mapping Health and Social Care Feedback Pathways in West Berkshire
- Healthwatch West Berkshire
- 3h
- 2 min read
In November and December 2025, Healthwatch West Berkshire was asked by MP Lee Dillon to map how residents give feedback about local health and social care services.
Our objective was simple:
To understand how easy it is for residents to raise concerns, share experiences or make complaints.
What We Found
We identified over 140 separate feedback pathways across West Berkshire.
While this suggests choice, the reality is a fragmented system with no clear “front door.” Feedback routes sit across NHS providers, the Council, regulators and independent organisations — but they are not joined up.
This creates:
Public confusion about where to go
Duplication of complaints across agencies
Data held in silos, limiting shared learning
Barriers for residents, particularly during times of stress
Emerging Themes (2024/25 Data)
Despite the complexity, consistent issues appear across sectors:
Care and treatment concerns (52.17%)
Rising advocacy — complaints from family/carers increased from 12.5% to 22%
Ongoing communication and staff attitude concerns
The rise in third-party complaints suggests residents are increasingly relying on others to navigate the system.
Why Independent Feedback Matters
Many feedback routes sit within the organisations delivering care. That can work well for local resolution, but some residents want to speak to someone impartial.
Healthwatch is the only statutory, independent body for health and social care. We are not part of the NHS or the Council.
Our role is to:
Listen to residents
Identify system-wide themes
Escalate concerns where necessary
Ensure learning reaches decision-makers
In a system with 140+ pathways, independent navigation and oversight are more important than ever.
What Happens Next?
We will continue working with partners to explore how feedback routes could be better integrated and simplified.
If you’re unsure where to raise a concern, Healthwatch West Berkshire can help guide you.
Your experience matters — and it should be easy to share.
If you are unsure where to raise a concern, Healthwatch West Berkshire can help guide you.
Contact us:
Call: 01635 886210
Your experience matters — and it should be easy to share.