Our year at a glance (2025–2026)

Listening to what matters most

This year, we spoke to people across Kent about their experiences of health and care services.

Our work highlighted:

• Challenges with accessing urgent care, including confusion about alternatives to A&E
• Ongoing difficulties getting GP appointments, particularly for some groups
• The importance of improving support for veterans, especially around employment and mental health
• Barriers to accessing care for people with additional communication needs and those affected by digital exclusion 

We also strengthened how we collect and analyse feedback, helping us better understand health inequalities and the experiences of different communities.

Making a difference

We use your feedback to influence change locally, regionally and nationally.

This year, our work contributed to:

• Improvements in urgent care planning, with findings from our A&E research shared with system leaders and used in strategic decision-making
• Changes to live-in care services, including clearer communication and improved patient information following feedback
• Action to better support veterans, with insights informing local employment support and future planning
• National conversations, including input into consultations on community mental health services and the NHS Online Trust

Supporting people to find help

We provide trusted information and guidance to help people navigate health and care services.

This year, we:

• Helped thousands of residents access the services they need
• Supported people to raise concerns and resolve issues
• Provided clear, up-to-date advice on topics such as complaints, GP access and finding care

In some cases, this led to direct improvements, such as ensuring individuals could remain registered with their GP or highlighting accessibility issues within hospital services.

Working with communities

We are committed to hearing from all communities across Kent, especially those whose voices are less often heard.

This year we:

• Spoke with people at community events and on local high streets
• Engaged directly with veteran communities
• Improved how we capture and use demographic data to better understand different experiences

Looking ahead

We will continue to ensure people’s experiences shape the future of health and care in Kent.

Our priorities for the coming year include:

• Improving understanding of care home experiences
• Supporting the development of neighbourhood health approaches
• Listening to and acting on experiences of people with learning disabilities