Insights from communities winter 2024/25

Introduction

Our voluntary and community partners hold the key to supporting us to deliver more community-led engagement approaches, increase diversity of participation and to build trust through continuous conversations.    

Over the period October 2024 – February 2025, when winter pressures are greatest on the NHS, we sought to have ‘good conversations’ with communities about urgent care services. We also wanted to hear what is most important to our communities, any challenges they experience accessing services, and in particular any key barriers for those disproportionately impacted by health inequalities. 

We ran a grants programme – called the Winter Engagement Fund – inviting grassroots VCSE organisations to bid for a small pot to run activities and engage with their community. We gather richer insights and hear voices we wouldn’t otherwise due to the connections and trust our VCSE partners have with local people and communities. Working in this way also ensures wide reach of the information shared about health services. 

Our Winter Engagement Fund distributed 115 grants to local community and voluntary sector organisations that can reach people who are likely to experience unequal access to healthcare and communities with the greatest health needs.  The small grants scheme supported community leaders to bring communities together to share information during the winter months about our local health campaigns on:​  

• NHS app – reducing pressure on primary care​  

• Pharmacy – reducing pressure on urgent care services​  

• Vaccinations and immunisations – reducing hospital admissions​  

This winter around 350 activities and events took place, reaching 10,000 residents across South West London. Funded organisations included Wandsworth’s Baked Bean Charity, which hosted a series of Zumba sessions for adults with learning disabilities and the Togetherness Community Centre’s Caribbean Social Club in Merton funding hot lunches for the over 65s.  

The engagement not only provided guidance and advice about local health services but also created opportunities to gather valuable feedback on what matters to local communities. This report sets out the insight gathered on challenges accessing urgent care and the barriers communities can experience.  

Executive summary – South West London insight cross-cutting themes

We analysed insight reports from the 115 groups we funded to engage – who held around 350 activities reaching 10,000 residents. There were lots of common themes which came up regularly during discussions. You can also read borough-specific feedback and deeper analysis of insights on pharmacy, vaccination and the NHS app in later sections.

Challenges with language and communication – this came up very frequently and was referenced as a critical barrier to seeking support and being able to engage well with services. This issue was also sometimes linked the need for services to be “culturally sensitive”. People spoke of the need for translations, but also for the NHS to communicate simply in a way they can understand. We heard in high volume that language barriers are a challenge for digital health services too.

Long waiting times and cancelled hospital appointments and treatment – this was the most common feedback from conversations. There was a regular perception that services are unstaffed and “under pressure”. We also heardmultiple references to letters about appointments – with several people saying letters had arrived too late for people to arrange to attend.

GP services are valued, but difficulty getting appointments – challenges around getting GP appointments came up regularly during community conversations – with many saying they struggled to get an appointment at all. While there were also lots of positive comments about people valuing GP services, we also heard that people sometimes avoid contacting their GP practice altogether due to access challenges. There were also some references to people’s disappointment about not being able to get an appointment with the same GP they’d seen previously. As part of this feedback, people talked about how well they know their local pharmacist, which is seen as an alternative for quicker access to NHS support (see pharmacy point below).

Unheard and not respected – a range of feedback relayed these types of sentiment with some saying they felt “let down by NHS services”. We heard people could feel dismissed or not taken seriously by health care professionals and administrative staff. There were also comments that people can feel staff can be “passive aggressive”, have a “licence to close down conversations” and “pushed out the door and sent home with no follow up”. One person talked about feeling that people are “written-off” by the NHS after 80. We also heard in several boroughs that women did not feel ‘women’s health issues’ were taken as seriously.

NHS dentistry and urgent dental treatment – we heard frustration about not being able to access NHS dentistry services and concern about the issue of dentists “going private” and no longer offering NHS services – particularly related to urgent dental needs. We heard positive experiences from people who had accessed urgent dental support via 111 – including comments such as “the person at the other end was so understanding and patient. I was able to speak to the duty dentist and who arranged an appointment for me to visit a local dentist. The result was a removal of my wisdom tooth.  I will recommend the 111 services to all my friends and family”.

Digital-entry to service off-putting – while we heard lots of positive comments about the NHS app, there was a strong feedback theme that people found digital access to some services extremely challenging. It was noted on a number of occasions that people avoided contacting their GP practice because they struggled with the technology involved.

Support for NHS and praise for kind staff – there were many positive comments by people about their experiences and particular individual members of staff who had been kind. It was recognised that volunteers give up their time to help people navigate the NHS. Some people said their experience was based on the person they interacted with, which leads to variation.

People feeling scared – the majority of comments where people expressed fear were for particularly busy services, there was also the idea that people felt unsafe in certain settings.  We heard a number of times that people actively avoid A&E departments, and about poor experiences when people attended A&E with loved ones.

Challenges accessing mental health and long waits – we heard a wide range of feedback about mental health services – with long waits being the key recurring theme. Some feedback was quite polarised – with some groups saying they understood the support offer well, and some not at all. Some groups, particularly elderly residents, had an aversion to discussing the topic of mental health altogether.

Trust in pharmacy services, but with low understanding among some groups – there was a lot of love for local pharmacists amongst the communities we spoke to. General awareness of services continues to increase this year and pharmacy services are broadly very popular among groups who regularly seek their advice and support. However, knowledge could be very low where people hadn’t received information previously.

Polarised sentiments towards vaccines – with some regularly vaccinated and others no longer considering vaccination for a variety of reasons including many based in misinformation. People talked about having “lost faith” that vaccines were necessary as well as concerns for “long-term side effects and safety”.

Who we reached and our methodology

We worked with 115 organisations who are listed in the appendix – you can see the number of groups by borough and the types of people organisations helped us to engage with.

We engaged with individuals from 57 different ethnicities, with some also identifying as ‘Other’.

How we engaged

The key questions organisations used to engage with communities, gathering insights about NHS services are below.

Topic 1 – Experience of NHS services – we want to hear about people’s experiences of the NHS and their feelings about different services. Please discuss and include as much information on the following in your reporting:

• How people feel about NHS services, and why?
• Are there services where people had a better experience, or a worse experience?
• What are the challenges people face when using NHS services? What would make it easier to connect and access NHS services?
• Has anyone in the group or their family members had a recent hospital stay? What was their experience?
• Has anyone in the group or their family members struggled with their mental health? What was their experience like, and what support did they receive?

Topic 2 – Vaccinations – we want to hear about people’s feelings towards vaccinations. Please discuss and include as much information on the following in your reporting:

• What do people feel about having a vaccination?
• What vaccinations are people aware of?
• How confident do people feel about having vaccinations, and why?
• What are the key barriers to getting vaccinated?
• How many of your attendees said they would get vaccinated?

Topic 3 – Pharmacies – in addition to the above, we’re keen to focus on people’s awareness of the range services available at pharmacies. Please discuss and include as much information on the following in your reporting:

Please include as much information on the following:

• What would people use the pharmacy for?
• How confident people feel about using a pharmacy?
• Did attendees know they could go to a pharmacy for advice and treatment?
• Did your attendees share why they used the pharmacy and for what advice or treatment services? 

Topic 4 – NHS app – we would like to hear about how people feel about the app and their experiences. Please discuss the following, particularly if you received NHS App funding:

• What do people use the NHS App for, and why?
• Did people feel confident with the NHS App and its functions?
• How many people were aware of the NHS App and how it can help them?
• What reasons have stopped people downloading and using the NHS App?
• Any other information your attendees shared on other apps they may use and attitudes to digital technology, digital inclusion and exclusion.

Insights from different boroughs (in addition to common themes)

In addition to analysing common themes across South West London, we’ve looked at borough-specific insights and reported these below. These should be read alongside the SWL themes.

Croydon

Maternity and families of young children

Due to nature of organisations which bid for funding, we saw higher level of engagement and therefore insights from women and families. We heard concerns about the urgent care pathway and maternity services.

Maternity, postnatal support and home visiting:

• Several women talked about not being visited at home – and how clinics didn’t support their cultural needs – in their culture mothers and new babies do not leave the home for a month.  
• In one case a resident told us she found it difficult to push back on infant feeding advice she’d received from community teams (to switch to formula when she had problems breastfeeding), and it was only her husband being very insistent and advocating for her, that she was able to find a compromise that worked for her and her baby. 
• We heard concern from pregnant women about going into labour over the weekend because they had heard there was lower staff levels from people with recent experience.

Children and families and urgent care:

• We heard a number of negative experiences. This includes several reports of cases where families had tried to seek GP appointments earlier in a child’s health condition, but due to wait times symptoms worsened and they ended up in A&E.
• One person had had a negative experience after being told to go to the pharmacy with their child who had tonsilitis (and told not eligible for a GP appointment) only to then be referred back to the GP who then referred them to 111.
• One event attendee reported that they had to undergo a safeguarding investigation as a result of not following the correct process after having logged a 111 call for a child and then subsequently sought care elsewhere.
• We heard from parents that they’d tend to go to A&E if concerned about their child’s health “just in case”.
• We also heard worry about professionals “judging” their parenting when interacting with services.

Difficult experiences at hospital and community services

• Perceptions that the local A&E is “overcrowded” came up several times, and from different insight sources
• Several older residents felt they did not have a great experience going to hospital and often felt afraid to go into hospital and they often fear they would not return home.
• One person was admitted with chronic kidney disease complications and had a bad experience, describing a members of staff “being rude” and “refusing to empty a catheter bag”.
• Another person was admitted with complications following a previous stay in hospital before Christmas with a heart attack. She shared that staff members were friendly and hard working but that she thought they were “short staffed and over-worked”, expressing concern that “valuable members of staff will leave the NHS” unless conditions improve.          
• Transport was a problem for some getting to the hospital, and parking in a hospital car park was costly for older people.
• One woman reported that she had had major delays and stress as a result of accessing gynae services in Croydon.

Adult mental health services

• Those who had accessed adult mental health services for anxiety and depression in

Croydon (and one from Streatham) reported positive experiences, however some

people had found it difficult to access the service in the first instance.

• One person noted their GP had helped a great deal as they “did not know where to start”.
• Another person reported that when they were struggling they had been asked by their GP “what do you want me to do?” which left them frustrated and upset as they felt they needed the GP to make recommendations and refer them.

CAMHS and special educational needs

• One group reported three parents were currently struggling with CAMHS referrals / waiting lists. One reported had been asking various NHS services for help for two years regarding their child’s social and emotional behaviour.
• They were left confused about whether the GP or school should be leading as they felt there was a lack of process.
• They stated that even when you are in the waiting list there is no support in the meantime for those having a very difficult time and they felt this was lacking.

Kingston

Positive reports of health services in several conversations – “very good help” from hospitals is reported. Feedback also included participants thinking “highly of the NHS and GP services”.

Length of appointments and having to repeat yourself – appointment length came up several times, during different organisation’s activities. People talked about wanting to be seen for all their health problems at once. We also heard during these conversations that might have to repeat themselves again and again if they are referred onwards to a different specialist.

Challenges for people who have migrated – in activities run by Migrant Advocacy Services with almost 100 attendees we heard about a range of challenges including access to information while waiting for hospital treatment / post treatment. We also heard women with multiple issues such as menopause mental health and language barriers felt “very marginalised”.

Challenges for elders for whom English is not their first language – we heard specific challenges in Kingston for older residents of Korean and Indian heritage experiencing language challenges. We heard language barriers and a lack of clear information can make it difficult for older residents to make informed decisions about health and care. We heard there is trust for the NHS among these groups and that “trusted health professionals” are valued.

Low awareness of mental health issues – we heard people find it difficult to recognise signs and symptoms of mental health challenges and there was a reluctance to discuss mental concerns amongst some communities. Some seek advice from their GPs, while others weren’t sure where to look for advice and support. One person discussed that they were no longer keen on using the mental health crisis line after a negative experience in the past.

Activities run by the Association for the blind – challenges we heard included the need for additional support to book appointments, communication from services and whether people’s disabilities are recorded “letters sent to me by the hospital are not in my requested format” and “the nurse talking to me before my operation did not know I am blind it seems my records do not always flag up that I am blind”.

Merton

Mental health concerns – we heard that cost of living and housing conditions have a significant impact on people’s health. People also discussed negative experiences of services, including:

• We heard about people experiencing “long delays” to access support services, with some reports of “no continuity of care”. However, there were positive experiences after waiting – in one case, someone reported they were disappointed about waiting for “many months” but when they did access the service it was “extremely helpful” and “supported them to deal with their issues”.
• Mental health service support was felt thought to be “severely lacking” in some groups with people feeling “unheard or their voices were not respected by staff”.
• People felt “better supported by local community organisations [than by NHS services]” where they felt “people would go beyond direct support capabilities to assist them”.

Concerns about hospital care and A&E – we heard particular concerns about A&E services – comments included “many would only go to A&E as a very last resort”. St Helier A&E was thought to be “incredibly poorly staffed”.

• People talked about feeling “let down often” by NHS services.
• One person had taken her elderly mother to A&E after a fall, but after 8 hours in the corridor her mother insisted on going home despite potential injury.
• From one group – “many have had their routine hospital appointments cancelled. Those who are fortunate and are seen on the appointed date praise the doctors and the NHS.”
• From another “many elderly have mobility difficulties and using local transport is very challenging. Many have health issues and getting an appointment to see a doctor in person is very difficult.”
• We also heard “people get very anxious about transport to get to and from hospital appointments and worry about being late and getting lost. Sometimes letters from hospital departments can be confusing and when people have more than one health condition they are not always sure where they are going for what.”
• We heard perceptions that “dangerous individuals are waiting alongside vulnerable patients, inclusive of children”.

Feedback about treatment from staff – while there were sentiments of support for the NHS and staff, there was specific feedback about negative experiences. Reception staff in particular are described as “unhelpful” and “overly defensive or at times passive aggressive to foster a hostile environment, creating license for staff to end interactions”. We heard in one group that “experiences in hospital were largely negative due to understaffing or staff’s lack of understanding to duty of care or compassion.”

Insights from Afro-Caribbean elders – the majority of those engaged in activities led by the Togetherness Community Centre shared feeling overwhelmed by multiple appointments taking place on one day or in quick succession. Another strong insight theme was that GPs were “in too much of a hurry during appointments”. We heard significant complaints of digital communications – with reflections from the group leader that “the elder generation are feeling overwhelmed and hemmed in by digital access points in NHS”. There were comments that “the faceless service is not doing it for us” – and that since covid, too many text have been received from health service organisations.

Feedback from families and parents – a key theme was parents looking to others with parents experience regarding health issues that especially are related to their young children – looking for reassurance (e.g. other parents, grandparents social media groups). This self-care approach to health is also supplemented by searching NHS recommended/trusted sites. Specific comments:

• “I used the social prescriber who referred me to home start which has been a major positive influence in me and my daughter’s life”
• “The service offered by primary and secondary services is not joined up and needs review, particularly where children’s health is involved”
• “The perinatal mental health service is not as widely publicised as it could be”

Richmond

Insight from autistic adults – we heard from autistic people that often health and care staff cannot understand what they are saying due to their language difficulties, or they do not understand what is being said to them. People also shared that they are fearful of clinicians, needles and clinical settings. Many of the autistic people we engaged with were not comfortable to go to an unfamiliar setting to ask for help or to use the telephone.

Mental health support / addiction and homelessness – through sessions held by St Stephen’s Church over several weeks we heard concerns about mental health support. People felt the waiting time to receive mental health support, after the agreement of the need, were “very long”. It was reported that there was a minimum of four months for admission to addiction rehab, and months waiting for agreed counselling sessions. People spoke of feelings of “unfairness” – that the isn’t “a fair distribution of money to those that needed help”. People talked about their faith being a mental health support, with Christians & Muslims represented, as well as taking part in community activities like singing in a choir. Many people had experienced talking therapies, which some said helped and others said “made no difference”.

Children and young people’s mental health – we heard from families that “there was a lack of mental health support for all ages in the Richmond Borough especially for the youth / children”. Some reported having to travel too far for support – including in Tooting which required a bus / tube journey.

A range of specific feedback on hospitals services

• As well as many reports of long waits and appointment cancellation we also heard feedback suggesting people felt unheard / not respected. For example “services are quite dismissive” and “I feel they push you out the door and sent home with no follow up”.
• There was also the idea that services in hospitals differ from one another and certain hospitals were very good at things other hospitals weren’t so good at.
• People mentioned that they believed there was “a lack of accountability when mistakes are made” and that services “were very defensive instead of owning up to mistakes”.
• Some people also mentioned that they waited days for a bed to become available even though they had mobility issues.
• There was also some people who said that staff were rude to them and this left them feeling upset.
• In contrast, some participants talked about having “great experiences with the local hospital” and that they “trust the services”.

Access challenges for blind people – working with the Middlesex Association for the Blind we heard people find services vary greatly in terms of supporting access needs. We heard people feel GPs “aren’t interested” in eye care and that people find making GP appointments and discussing their health difficult. It was reported that “no one seemed to be receiving communication from their GP in a format that suited them” with reports that people “have to regularly remind their GP of their sight loss and how this affects them”.

Feedback about 111 services – we heard several reports of people being directed to a service by 111 but then being redirected when they arrived. One example: “I phoned 111 because of a bang to the head. They sent me to Teddington Memorial, but they don’t deal with head injuries. They paid for a taxi for me to go to West Middlesex which I was grateful for”. In another example: “111 sent me to the pharmacy, but they said they couldn’t deal with it and sent me to A&E”. We also heard positive feedback about people able to see a GP in person after phoning 111 on a Sunday.

Sutton

Insights from carers on hospital discharge – we heard hospital discharge was “a contentious issue” in activities led by Sutton Carers Forum. It was reported that “carers are either not being involved in discharge planning until the last minute, or feeling their views are being dismissed”. Carers expressed that they are “aware that services are stretched but wish services realised that Carers are also under increasing pressure, with the stresses of cost of living, repercussions of Covid-19 and difficulties in accessing social care support meaning carers are having to work and care more, with less and less support and input from services”. Some carers spoke of “emotional blackmail from health and social care professionals when sharing that they are unable to care, with examples of being told they must not care about the person if they left them in hospital and being accused of being selfish”. We heard praise for Carer-specific Wellbeing Navigators as they didn’t “have to explain the challenges of caring to them”.

Negative experiences of A&E / hospital admission – we heard from people who had had family members been admitted to the hospital, with mixed experiences. Some praised the care received, while others felt “overlooked” or “misunderstood due to their learning difficulties”. Many were grateful for the NHS being free and” for the staff who work so hard” but spoke about “the limited resources and strain”. A&E was a cause for concern with “nurses too busy to get frail people water” and “doors open in corridors for the beds letting in the cold air”. We heard about “procedures done in the corridor such as tubes through noses from apologetic staff”. Another organisation shared “A&E support is not well thought of now and avoided where possible. Too busy.” Several people mentioned long waits for “procedures that were urgent”. Such as having a pacemaker fitted, knee or hip replacements.

An individual experience “My mother-in-law was in hospital (St Helier) waiting for 14 hours then slept in a corridor bed before being admitted to the ward as it was so busy. She was discharged from the ward before seeing if she could eat normally. She was then in pain again and had to go back via A&E for 12 hours again the next day before going back to the ward. It seems the pressure for beds resulted in an early discharge and then put extra pressure back on A&E as she came back a second time.” There was understanding that her mother-in-law was discharged early as they needed her bed, but would have like to have been able to go back to the ward when there were complications rather than back through A&E again, which just moved the problem and strain to a different department.

Mental health concerns – we heard varied experiences of the Mental Health Crisis Line, with some people stating that “the staff member they spoke to was helpful”. We heard carers had been “just directed to A&E or a Crisis Café when they actually just wanted to discuss urgent concerns about the person they care for”. We heard feelings that “the quality of service received seems to be dependent upon the staff member on duty”.

Challenges accessing GP services – we heard from one organisation that “many talked about the frustrations getting through the GP and the need to be IT literate. Many just wanted to talk on the phone and see a doctor and struggled with filling out forms due to a low literacy level and dyslexia”.

An individual experience “One lady found the online forms too overwhelming and often had complex health problems that to write down the context was difficult. She shared her symptoms with the triage nurse at the surgery and was told that it was menopause. However, she has gone through the menopause and is much older and is on lots of medication for complex health conditions and felt she wasn’t heard and therefore not granted an appointment with the doctor. She found that she had to go through her pharmacist that knew her medication and was able to call the GP, on her behalf.”

Feedback from older residents from Hong Kong – we heard positive sentiments towards NHS services, particularly highlighting the availability and accessibility of essential services such as GP (General Practitioner) and A&E (Accident and Emergency). These services are perceived as reliable and necessary for their health needs. The primary challenge reported by attendees is language barriers. Despite being aware of various NHS services, they often struggle to understand more detailed information due to English not being their first language. This leads to confusion about service availability, such as whether all services are offered in Cantonese and how to access support in that language.

Challenges for families and housing – we heard from lots of families that they are struggling with “poor housing, low income, children with additional needs” and from organisations working with families that “parents often comment about how these issues can affect their mental health. We are seeing an increasing need in this area, particularly caused by poor housing.”

Wandsworth

Challenges around appointments – along with the themes consistent with all South West London boroughs, we heard specific challenges in Wandsworth around “feeling the need to always have an advocate during appointments” and delays in hip and knee replacement surgery and inadequate follow up after surgery. We heard challenges around digital booking systems – with some saying they “would use the A&E service out of desperation”. We also heard positive experiences of 111 – that people found it useful and received “the right support”.

Representation of ethnic minorities in services – we heard from one group that their participants from ethnic minorities felt “uncomfortable attending services as low representation [of people who look like me]” and therefore feeling they had “no one to talk to”. Dementia cafes were quoted in particular as feeling inaccessible for this reason.

Positive experience of people with learning disabilities – working with local organisation the Baked Bean company, we heard that participants had an “overwhelmingly positive experiences using NHS services”.

Mental health challenges – we heard “disappointment and distress” on how long a referral can take and how long it can take to have a mental health appointment. The services discussed most frequently were Talk Wandsworth CAMHS. Attendees reported that would be easier if NHS services had more capacity to inform schools of their SEND children challenges. People talked about VCSE-led wellbeing groups being helpful and desire for the NHS to offer more types of support like this – rather than the option of medication and long waiting lists.

Deeper analysis of insights on the NHS App, vaccination and pharmacy

As we were sharing campaigns materials with groups about the NHS app, vaccination and Pharmacy First services – we naturally heard lots of feedback on these topics. We have analysed common themes across South West London.

NHS App insights

Awareness of the NHS App – awareness of the NHS App varied across different groups, with many people having limited knowledge of its existence or functionality.

• Many people had not heard of the app before, while some had only used it during the pandemic for their Covid-19 vaccination records.
• There was a lack of awareness about the NHS App’s functionality, such as booking GP appointments, ordering prescriptions, and checking test results. One group noted, “several people thought the NHS App was just to record Covid-19 vaccination status and were surprised that they could use it for other things.”
• Those who did use the app mostly used it for ordering repeat prescriptions. Many were unaware they could specify a preferred pharmacy for collection, with one person saying they would “definitely use this.”
• Older adults and vulnerable individuals felt that the app was not widely publicised and that more awareness and support were needed.
• Those who do not speak English as their first language were initially hesitant to use the NHS App but felt more confident after support and demonstrations. One group reported that “after our discussions, quite a number of them downloaded the app in class.”

Using the NHS App – experiences with the NHS App were mixed, with some finding it useful while others faced challenges navigating and accessing its features.

• Some attendees, particularly older people, found the app difficult to navigate. Those with visual impairments reported that the app uses a small text size and found the sign-in process complex – “reading things on small screens is difficult – increasing font size only does so much.”
• Logging in was a problem for many, and some requested a simpler way to access the app such as using a PIN. Some people avoided using the app because they had “heard stories of how difficult it was to register and use it.”
• Groups that provided guidance and practical demonstrations of the NHS App reported that attendees felt more confident using it. Some downloaded it during the engagement session after being supported through the process.
• One person found viewing test results via the app helpful, saying, “it’s good to be able to see my test results – I sometimes miss what they say on the phone.”
• Carers were unaware of local support available to help them with the app, reporting that “this does not seem to be known.”
• Verifying ID was seen as a challenge, often taking over 24 hours to complete, leading some not finish the signing in process. One group shared, “the biggest issue in the security check – it kept failing when we tried to video, and then we tried the photo with the numbers, but it kept failing.”
• Many people found the app was not connected with their GP surgery, therefore being unable to book appointments or order prescriptions. Another person noted that their hospital records did not link with the NHS App.

Barriers to using the NHS App and online health services – groups reported experiencing barriers to using the app and online health services, particularly older adults, people with disabilities, those with limited digital literacy, and those experiencing homelessness.

• The main barrier across all boroughs was low confidence in using technology, particularly among older adults, those with disabilities, and people with limited digital literacy. Many attendees did not feel comfortable using an app for healthcare without support, with one person stating, “if you don’t have someone sit with you and explain the app, it’s hard to use for our age.”
• Language barriers were also a challenge, as the NHS App is only available in English. Some attendees found that while the app initially translated into their language, it then went back to English. One group reported,“one Polish gentleman was interested in getting the app. When he scanned the QR code, it went to Polish, which was so useful! However, within a couple of screens, it had reverted to English.”
• Some individuals did not own a smartphone or had devices that were too old to support the app, particularly older adults and those experiencing homelessness.
• For those experiencing homelessness, limited phone storage and internet access were barriers, making it difficult to download or use the NHS App consistently. One group reported, “for homeless people, they know about the app, but some were reluctant to download it as their phones have limited storage capacity.” One person who is homeless said they relied on public Wi-Fi to use their tablet, which made it difficult to use the NHS App.
• Many attendees felt “left behind” as more NHS services moved online and were worried they would struggle to book appointments in the future. One person said, “if more services move online, I won’t be able to book an appointment at all.”

Concerns about data security – many people spoken to expressed concerns about how their personal health data is accessed and shared.

• Some expressed concern about data security and privacy, with attendees worried their personal health data could be accessed or shared without their knowledge. One person stated, “I don’t trust putting my personal health data in an app.” Older people felt uneasy about who had access to their NHS data and whether their information was secure. One group reported, “elders worried about who is accessing their data and if it is being sold to other parties via cookies attached to various service platforms.”
• One person questioned the security of being redirected to external NHS webpages through the app, asking, “I noticed that when navigating features like the A-Z of medicines, the app redirects users to an NHS webpage. Is my profile and personal data still secure?”

Challenges with booking GP appointments online – most of those engaged with felt frustrated about booking GP appointments online, with issues related to availability and accessibility.

• Many people reported waking up early to book an appointment to find that all slots had been taken. One person reported, “You need to put in your request starting at 8.00am, and the app will not allow you to book an appointment once all the slots have been filled – this could be within 15 minutes sometimes.”
• For some, all slots were gone when they attempted to book online, resulting them to seek alternative help such as A&E or pharmacies – “I tried booking online, but I still couldn’t get an appointment, so I just go to A&E instead.”
• Older people and those with learning disabilities preferred calling their GP, but many struggled with long phone queues and were often redirected back to online booking.
• Some felt that NHS 111 and the NHS App were being used as barriers rather than tools to improve access, making it harder for people to see their GP. One group highlighted, “some saw 111 and the NHS App as yet another way to keep patients at arm’s length.”

Vaccination insights

Reasons to get vaccinated – many people felt positive towards vaccinations, trusting the NHS and recognising vaccines’ role in preventing serious illnesses, especially when healthcare professionals address their concerns.

• There was a common feeling that people were willing to get vaccinated because they trust the NHS and believe that vaccines protect them from serious illnesses – and thought they were “highly effective”.
• People feel confident since they have previously received vaccinations without any problems and believe that the benefits outweigh any risks.
• Many people expressed a willingness to get vaccinated, especially if a trusted health professional clearly explains everything and addressed concerns. 
• Some people who are at risk/immunocompromised people were happy to have the vaccine. 
• People felt that it was helpful to understand why it is important to get vaccinated – for example – knowing that hospitals can become under pressure if people don’t have their vaccines – this was considered an incentive to get vaccinated
• People would get vaccinated during certain seasons (such as flu vaccinations) and before going on vacation to other countries to prevent them from any sickness.

Concerns about getting vaccinated  – while many individuals were positive about the benefits of vaccinations, common concerns were about: side effects, mixed messages from social circles and media and impact on their health.

• Many carers told us that they had their flu and covid vaccines this year, but they wanted information and reassurance around having them both done at the same time or in the same arm
• People shared worries about potential side effects or have encountered mixed messages from family, friends, or social media, which leads to decreased confidence in vaccines. “Quite a few of the participants were slightly confused about vaccinations.”  There were comments that people get very ill after and it actually causes longer term illnesses and brings on colds and flu.  
• Some people were concerned about how the vaccine might affect them, especially if they have existing health conditions. Some had negative experiences in the past and felt unwell after getting vaccinations.
• A few people are worried about whether the vaccine has been adequately tested or if it is safe for their specific age group or background. 
• Some people felt that the make of the vaccine was important; for example, they refused a booster from a different provider due to concerns about side effects.
• Online exposure to misleading information and misinformation about vaccines, in some cases, lead to a lack of trust in healthcare professionals or government agencies regarding vaccine safety and efficacy. ‘misinformation shared by family, friends, or social media often amplifies doubts about vaccines.’

“People felt sceptical about the vaccinations as they felt there too many out there and the side effects.

Barriers to getting vaccinated – Language barriers, unclear eligibility criteria, dietary concerns, and the belief that prior COVID-19 vaccinations were enough, acted as barriers for people getting vaccinated.

• Language barriers and a lack of clear information also make it difficult for some members to make informed decisions. 
• Some people felt unsure about the age and eligibility particularly for COVID, flu and Shingles vaccinations. Key barriers were knowing when they were entitled to get the vaccinations, and having to arrange the vaccination appointments.  
• Some people felt that dietary concerns about the content of the vaccination could be a barrier to getting vaccinated.
• A number of people believed that there was no need to receive the COVID vaccine regularly since they had completed a few vaccinations in the past. 
• Some people, over the age of 70, didn’t feel confident asking for a vaccination without a formal invitation. Other people felt more confident talking to the roving vaccination team.
• Some people felt that logistical issues (e.g., location, accessibility, or timing) were a barrier to getting vaccinated – for example if they had mobility issues and didn’t have access to transport

Accessing vaccinations –    Individuals’ experiences with vaccination services are mixed; while some find accessing vaccinations through GPs and pharmacies straightforward and convenient, others face challenges such as locating vaccination centres, booking appointments, and dealing with inconsistent systems across surgeries.

• Many people spoke about the importance of making ‘getting a vaccine’ as easy as possible – whether this is a GP attending a community event, being reminded that you are eligible to get one or accessioning vaccines at the local pharmacy.

“It was easier to get an appointment at Boots and felt more personal”.  

• Several people had had trouble finding vaccination centres, and needed support finding their nearest pharmacy.
• Some people found that it was difficult booking a vaccination on a website – this was particularly difficult for people with a visual impairment.
• It was also noted, by several people, that different surgeries all had different systems for different vaccinations, and this could be confusing and affect their access to vaccinations. 
• People felt that it was important to have up to date information about how to access appointments. An example was given of someone saying that you could call 119 to get information about where you could get vaccinated in areas close to you.  However, someone else pointed out that this service is closing down.

Factors that increased people’s confidence in getting vaccinated – Providing clear, accessible information about vaccine benefits and risks, along with talking to trusted healthcare professionals, had a positive impact on people’s confidence in vaccinations. Tailoring communication to address cultural, social, and linguistic needs, and sharing positive experiences from peers, further supports informed decision-making.

• Access to reliable information helped people to feel better informed about vaccinations. People appreciated receiving clear, accessible guidance about the benefits and risks associated with vaccines. This was important to address some if the confusion and misinformation coming out of media sources and within social networks.
• Some people felt that it would be helpful to have more personalised discussions with healthcare professionals to address their specific concerns
• Communication from GPs was often cited as being reassuring and increased their confidence in getting vaccinated because they trust their GP’s advice and see it as an important step in protecting their health.
• Sessions led by trusted healthcare professionals having open discussions were felt as important in helping people make decisions about getting vaccinated. This could be through workshops, Q&A sessions, or forums.
• Some people felt that sharing stories of peers who benefited from vaccinations can positively influence attitudes. Some people indicated that they would feel more comfortable seeing others in their community getting vaccinated without issues. With the right information and reassurance, more people are open to considering vaccination.
• People felt that it was important to have trustworthy messengers, such as local healthcare providers, to provide information about vaccine efficacy and safety with evidence-based information.
• The importance of ensuring that communication and outreach efforts consider the cultural, social, and linguistic needs of the populated was highlighted as essential in increasing people’s confidence about vaccinations.

Experiences and perceptions of vaccinations from particular demographic group – Perceptions around vaccine varied across demographic groups, influenced by factors such as prior vaccination experiences, perceived necessity, safety concerns, and trust in healthcare systems.

Older people

• Many older people fed back that they were quite used to having vaccinations due to their annual flu jab. But that if they were against it – they were unlikely to change their mind.
• On balance, most older people who were supportive of vaccinations, felt that the side effects of getting vaccines were worth it to keep healthy and safe in the longer term.
• A few concerns were raised about the number of vaccinations given to older people and whether there could be ‘accumulative effects’ of taking them all.

Pregnant people

• Some people shared that they found it very useful to be vaccinated during pregnancy to protect themselves and their baby from illness

Young carers and vaccinations 

• There was some confusion from young carers about whether or not they could receive a vaccination and where to go to get one. They suggested that GPs and pharmacies could advertise the ages of those eligible for vaccines in the windows and give a list of places where young people can access their vaccinations. Better integration with schools would also help young people access vaccinations. 

Young children and vaccinations 

• Some parents shared they had declined covid and flu vaccinations for their children as they felt they were unnecessary among healthy children. Two parents had declined the Covid-19 vaccine for their children as they suffered from a heart condition / were being monitored for one. They were aware that side effects of the COVID vaccination included a slight risk of myocarditis.

Ethnic minority communities and vaccination 

• At some of the events it was noted that there was very high vaccine hesitancy amongst Polish people. Anecdotes included having had the vaccine during the pandemic, but then become very ill.  
• Some Polish younger people didn’t feel they needed a vaccine, that they were “young and strong” so it wasn’t necessary
• Concerns around testing were flagged by some people. One community group noted that ‘I have heard many statements from our members, predominantly of Black Caribbean and Black African ethnicity, that they did not take the Covid vaccine. This was either due to a lack of trust that it was properly tested in the time period or that they do not believe in vaccinations’

 People with a learning disability

• At one event, the feedback from people with a learning disability was generally very pro-vaccination with everybody reporting that they had had their Covid and flu vaccinations already. “As vulnerable adults, our participants are a high priority for vaccinations, and tend to get them at the start of the winter season”. They reported no barriers and 100% said that they had – and will continue to have – their vaccinations.
• One possible barrier was noted – there could be issues with information about consent for people with a learning disability who have caregivers

Pharmacy insights

Confidence in using pharmacies – Many individuals confidently use pharmacies for minor ailments, over-the-counter medications, and general health advice, valuing their convenience and established relationships with pharmacists. However, preferences vary, with some opting to see their GP due to age, underlying health conditions, or a perception that pharmacies are primarily for dispensing medications rather than providing consultations.

• Many people feel confident using pharmacies for minor ailments, over-the-counter medications, and general health advice.
• Parents, for instance, often said that they are comfortable using pharmacies for infant medicines like Calpol, sore throats, and contraception but tend to go to A&E for child-related concerns, “just to make sure.”
• For some they preferred seeing their GP rather than the pharmacist because of their age and underlying health condition.
• Some people reported being confident in pharmacies, due to their convenience and the relationships they had built with their pharmacists. “Many love that they can just walk into their pharmacy anytime to get advice and medication for minor health issues.”
• Others noted that while pharmacies are convenient, they do not view them as a place for consultations and there preferred to see their GP. “We only use the pharmacy for collecting medications and counter medications.”
• Some people described pharmacists as approachable and knowledgeable, stating, “We feel more confident using pharmacies because they are easily available, and there’s already a relationship of trust.”
• Some carers and older people also expressed high confidence in pharmacy services. “People are 100% confident using their pharmacy services. People were fully aware of the support and advice they could access at the pharmacy.”
• However, it was noted that confidence varies depending on the pharmacist’s demeanour, the availability of private consultation areas, and previous experiences.

Awareness and understanding of pharmacy services – Many individuals are unaware of the full range of services offered by pharmacies, but once made aware, were positive about using them more in future.

• A significant number of people were unaware of the full range of services pharmacies offer. Some had never considered going to a pharmacy and were surprised by the services available. “I had no idea I could go to the pharmacy when I had a sore throat. I always thought I had to go to the doctor.”
• Some people only learned about the range of services provided by pharmacies during the winter community discussions. “Many people were not aware of the Pharmacy First services and were very interested—some asked to take extra leaflets to share with friends, particularly those over the age of 50.”
• For others there was some confusion about what pharmacies can and cannot treat. “Many people knew they could go to a pharmacy for a sore throat or blood pressure checks but didn’t know they could go for contraception, shingles, impetigo, or sinusitis.”
• After learning about the services available during the community discussions people became more open to using pharmacies for minor conditions. “I was pleased to find out that I can get a vaccination at a pharmacy,”
• Still, some remain unsure. Concerns were raised about the credibility of pharmacy advice, with one group explaining, “When we get advice from the pharmacies, we do not feel certain we are getting the proper medication.”

Reasons why people choose pharmacies – Many individuals prefer pharmacies for their accessibility and convenience, especially when GP appointments are difficult to get.

• For some, pharmacies are often the first choice for people due to their accessibility and convenience. Others emphasised that pharmacies save time compared to GP surgeries. “It’s hard to get a doctor’s appointment, and we cannot use the online e-consultation. So, we would rather go to a pharmacy.”
• Those who had positive experiences with pharmacies highlighted the benefits of quick service and knowledgeable pharmacists. “I go to get my blood pressure checked every month and don’t pay anything.”
• Others appreciated being able to get advice without waiting for a GP appointment. “Many of our members said they would now consider going to the pharmacy first for minor problems because it’s convenient and avoids long waits at the GP or A&E.”

Reasons why people didn’t use pharmacy services –  Some individuals are hesitant to rely on pharmacies for health advice due to concerns about pharmacists’ qualifications, privacy in consultation settings, inconsistent service quality, and the potential need for referral to a GP.

• Several people expressed hesitancy about relying on pharmacies for health advice. Some are concerned about pharmacists’ qualifications, “Pharmacists are not doctors, and they don’t have access to my medical history like my GP does.”
• Others worry that pharmacies are not private enough for sensitive issues. “I didn’t think the pharmacy would be private enough for confidential advice.”
• Another barrier is inconsistent service and uncertainty about whether pharmacies can address specific conditions. “It might be a wasted journey if you then get referred to a GP anyway.”
• One person described being referred ‘back and forth’ between a pharmacy and GP: “I was told to take my child with tonsillitis to the pharmacy first, so I missed out on a GP appointment. The pharmacist then referred me back to the GP, who referred me to 111. It was a waste of time.”
• Another concern is inconsistent quality of care. “One person had a blood pressure check at a pharmacy that was done poorly, leaving them with bruising. That experience made them lose trust in pharmacies.”

Challenges with access and service – Despite the convenience pharmacies offer, challenges included limited operating hours, physical accessibility issues, costs of medications, difficulties with repeat prescriptions, and communication barriers.

• While pharmacies are seen as convenient, access issues remain. Some people noted that their local pharmacy has limited opening hours, making it difficult to visit. Others reported physical barriers: “My local pharmacy’s only entry has steps, so it’s not wheelchair accessible.”
• Cost is another challenge, particularly for families and low-income groups. “A mother in our group had to pay £8 for an antifungal cream for her child’s rash, which was far more than she could afford. In previous years, this type of medication was free.”
• The process of obtaining repeat prescriptions was also flagged as frustrating. “100% of our attendees were happy accessing pharmacists, but they had concerns about the process with repeat prescriptions.”
• Some people struggled to get through to their pharmacy by phone. “My pharmacy’s phone line is so poorly maintained that I can never get through unless I go there in person.”

Shifts in confidence after learning more – community discussions and conversations with pharmacists increased people’s confidence in the service, leading many individuals to consider pharmacies as a convenient alternative for minor health concerns.

• For those who were initially unsure about pharmacy services, the community discussions and information sharing played a big role in increasing confidence. “None of our attendees had heard of the Pharmacy First scheme before, but after learning about it, they were excited and said they would tell their children, grandchildren, neighbours, and friends.”
• Others found that receiving leaflets and hearing from pharmacists directly helped them feel more comfortable. “Many of our members said they would now consider going to the pharmacy first for minor problems because it’s convenient and avoids long waits at the GP or A&E.”
• For some, having a pharmacist explain about the services available in person made all the difference. “The pharmacist answered various questions from the members about seeking treatment advice at pharmacies. After the discussion, around 60% of the participants mentioned they would now go to the pharmacy for treatment and advice on the seven key conditions.”
• In some cases, understanding that pharmacists are highly trained changed people’s perceptions. “I was interested to learn that it takes five years to train as a qualified pharmacist.”
• Community engagement also played a role in increasing awareness. “This approach to explaining health services during local community activities was really effective, particularly when providing the information in the local language.”

How to improve pharmacy awareness and trust – several suggestions were made about how to improve awareness about pharmacy services including using diverse, accessible, and culturally sensitive methods of communication.

• A common issue was that information about pharmacy services was not reaching or connecting with people. “The only time people had actually seen a flyer stating the new services that pharmacies offer was inside a pharmacy—so if you don’t go in, you wouldn’t know.” People suggested improving and widening communication using a range of methods and formats “We need more posters at community hubs, on buses, and on TV and radio.”
• Suggestions were made about how information could be more accessible. “A touch screen monitor giving basic advice on which medicine to take for which ailment would be helpful,” was one suggestion.
• Others emphasised the need for multilingual resources: “Having the information available in multiple languages and formats—large print, audio, and video—would help diverse communities.” Providing clear, accessible information “could empower individuals to make informed choices”
• Continuing to build trust was also felt to be important. Some suggested that pharmacists introduce themselves and explain their qualifications to visitors. “People don’t know who to speak to when they walk in. Unlike a GP, where you have an assigned doctor, in a pharmacy, you don’t know who will help you.”

Impact of information shared during activities

Our small grants engagement scheme also supported community leaders to share information in a range of different languages during the winter months about our local health campaigns on the following:

• NHS app – reducing pressure on primary care​ 
• Pharmacy – reducing pressure on urgent care services​ 
• Vaccinations and immunisations – reducing hospital admissions​ 

Based on evaluation data, we learned the following about the impact of information shared on local understanding of key health campaign topics.

Knowing where to get help/support

• Over 80% of groups reported people were informed about knowing where to go or how to get help after engagement – A total of 89% of groups reported people felt either “extremely informed’’ “very informed” or “informed” about where to go or how to get help after community conversations.
• Nearly 1 in 10 still lacked confidence in accessing health services – While the majority felt informed, 12% of groups indicated people were only “slightly informed” or “not at all informed,” highlighting a need for continued outreach and awareness raising.

NHS App

• Nearly half of the groups, reported people felt very or extremely informed about the NHS App – 46% of groups reported people felt either “very informed” or “extremely informed” about the NHS App after engagement.
• 1 in 5 still had limited understanding of the NHS App – 22% of groups reported people felt only “slightly informed” or “not at all informed,” highlighting the need for further awareness and education.

Pharmacies

• Two-thirds felt very or extremely informed about pharmacies – 66% of groups reported people felt either “very informed” or “extremely informed” about pharmacies after engagement.
• 1 in 10 had little to no understanding of pharmacy services – 10% of groups reported people felt only “slightly informed” or “not at all informed,” indicating a gap in awareness about pharmacy services and access

Vaccination

Only 4% felt slightly informed – While most felt well-informed, a small 4% of groups reported people felt only “slightly informed’’.

Nearly half felt very informed about vaccinations – 49% of groups reported people felt “very informed” about vaccinations after engagement, showing strong awareness-raising

Appendix – which organisations we funded

Kingston

• ITC Tamil Centre – held a health activity for Tamil communities.​
• Kingston Carers Network – delivered eight winter activities for carers of all ages.​
• The Kingston Upon Thames Association for the Blind – Held two winter activities and engaged during lunch clubs.​
• Korean Culture and Arts UK CIC – held two winter activities and healthcare talks.​
• New Malden Korea School – shared information on winter and held singing, dancing and art activities.​
• Korean Senior Citizens UK – delivered​ 20 activities which included health talks.​
• London Kim’s Dance Group CIC – held yoga sessions and outdoor walks.​
• The London Korean Music Academy – had winter conversations with choir members.​
• Migrant Advocacy Services – delivered lunch and learn sessions covering winter messages.​
• Milaap Multicultural Day Centre – held two winter sessions and health checks.​
• Nanoom UK CIC – delivered five winter sessions for South and North Korean women.​
• PCC St Mary the Virgin – delivered three winter sessions during their warm space.​
• RBKares – hosted a wellbeing day at Cambridge Road.​
• Voices of Hope – held a choir followed by winter talks for parents and caregivers.​
• The Vintage Banquet (St Peter’s Church) – held a talk with a clinician and NHS app coordinator.​

​Richmond

• Art and Soul – held an ‘Art for Wellbeing’ workshop for people with mental health issues and those over 65 years.​
• Elleray Hall – organised a lunch and line dancing event with a talk about wellbeing for people over 60 years.​
• Hampton and Hampton Hill Voluntary Care – held a ‘Soup and Scabble’ event along with discussions on health.​
• Makers United CIC – organised a craft workshop for women.​
• Middlesex Association for the Blind – held three coffee mornings and shared winter messages.​
• Park Lane Stables RDA – ran two tea events with ponies for people with additional needs. ​
• Richmond AID – shared winter information through coffee mornings, digital training sessions, an art group, neurodiverse support group and good hub.​
• Richmond EAL Friendship Group – held information mornings for up to 30 non-native English speakers.​
• St Stephen’s Church – provided a three-course meal and conversations around winter for older people.​
• Whitton Community Centre, Whitton Corner Pharmacy and Visiting Angels South Middlesex – organised an event with zumba, raffles, health checks and health talks which 190 people attended.​

​Sutton

• Asian Sports and Cultural Club – held sports activities for secluded Black, Asian and Minority Ethnic communities.​
• Communities First Foundation – held creative sessions and discussions.​
• Creating Hope – ran coffee mornings and held health conversations​
• Home Start Sutton – session with regular attendees and families about services and support ​
• SACCO – held two health events for local Black communities.​
• She if You CIC – held an Afrokinetic dance session and conversation.​
• Age UK Sutton – held a Christmas lunch and shared winter messages.​
• St Helier Charitable Foundation – over 60s lunch talks and entertainment.​
• St Mary’s Jacobite Syrian Orthodox Church – held two health conversations for ethnic families.​
• St Raphael’s Hospice – health conversations for those with a life limiting illness.​
• Sutton Carers Centre – held four health events and conversations for carers.​
• Sutton Community Champions – held a freecycle and craft activity event for vulnerable communities.​
• Sutton Older Hong Konger Group – held a Lunar new year gathering.​
• Sutton Vineyard – shared health information during their Lighthouse event with parents and families.​
• Sutton Women’s Centre – held two resource days for women.​
• United2Help – held a be well for winter event for those experiencing homelessness.​
• Wallington Community Wellbeing – held a healthy you event for older people.​
• Sutton Vision – held a group discussion on the NHS App.​

Croydon

• A Collective – held an alternative Christmas escape for neurodivergent and queer young people​
• Afghanistan and Central Asian Association – held a mental health session workshop for displaced people​
• Age UK Croydon – ran a winter information session and offered a lunch​
• Aspara Arts – presentation and Q&A followed by gentle exercises​
• Asian Resource Centre Croydon – organised 2 coffee mornings for the Asian and wider BME community. ​
• Babyzone Croydon – held a wellbeing event​
• Advice Support and Knowledge – 3 winter information activities to older people from global majorities​
• Caredogs – held 2 community dog walks​
• Cinema Connecting Community – held a Bollywood Community Cinema Screening​
• Christian Family Concern – held mental wellbeing in winter session. ​
• Club Soda – 3 part series for people with learning difficulties. ​
• Community Elderly Support – run a winter wellbeing event​
• Community Leaders CIC – held chair based exercise sessions ​
• Croydon Neighbourhood Care Association – coffee morning ​
• Croydon Vision – led a presentation and discussion about winter wellness​
• Croydon Women’s Wellbeing Support group – facilitated a talk with a clinician ​
• Croham Hurst Good Neighbours – ran a Christmas party for the community​
• Empowering Tamil Families – led presentation about staying well in winter ​
• Floating Counselling Community – ran weekly community wide events supporting people’s holistic health and wellbeing​
• Go Wild with Us CIC – hosted a woodland family wellness event​
• Knowledge and Practice – led yoga sessions followed by winter presentations​
• Learning Disability Alliance – ran a coffee morning for people with learning disabilities. ​
• My Child has a Speech Delay CIC – held a Stay and Talk activity for SEND parents​
• Place To Be – led a winter wellbeing presentation. ​
• The Family Centre – hosted a winter wellness event ​
• Turf Project – led a Winter health presentation, followed by a Q&A session. ​
• Turkish Youth and Community Association – held group discussions about NHS topics ​
• Sanderstead Neighbourhood Care – led a winter presentation at their lunch club ​
• Reaching Higher – held a community meal ​
• Studio Upstairs – led group art sessions led by art therapists. ​
• UK DRC Bridge – hosted a Be Well for Winter wellness event ​
• Upper Norwood Association for Community care – exercise activities and drop in sessions. ​

​Wandsworth

• Age UK Wandsworth – ran 11 sessions with activities ranging from coffee mornings to arts and crafts sessions to seated exercise classes and gardening.  ​
• Living Truth CIC –  ran two winter focused events​
• The Baked Bean Charity – ran Zumba sessions for adults with learning disabilities with a focus on winter. ​
• Women of Wandsworth (Wow Mums) – hosted a warm lunch with the elderly residents at Holmleigh Court​
• Estate Art – ran two events primarily for elderly residents with a focus on winter. ​
• BWW SEND in Mind – organised a wellbeing workshop for parents/carers with SEND children.​
• Begin2Sport – held a group discussion about winter and cost of living.​
• Happy Homes – hosted three events for their members. ​
• The Furzedown Project – held two presentations, one on how to stay warm during the winter, and one on the NHS app.​
• Wandsworth Carers Centre – held discussions about healthy eating and NHS services​
• Generate Opportunities – delivered winter health sessions to empower and help give people with learning disabilities and autism the information needed and confidence to stay healthy.​
• ​Falcon Estate Residents Association – held a lunch and discussion session with their residents. ​
• Five Aside Theatre – held a storytelling session for the Windrush generation to discuss health-related issues and promote community cohesion. ​
• Roehampton Wellbeing for Women and Children – held three sessions about staying well in winter. ​

Merton

• Age UK Merton – ran a weekly soup kitchen with older people. ​
• Attic Theatre Company – ran two sessions with newly arrived refugee and asylum seekers. ​
• Avanti Mental Well-Being CIC – ran a winter sanctuary event to deliver NHS key messages. ​
• Carers First – held three coffee and conversation events for unpaid carers. ​
• Commonside – ran a health and wellbeing day for local people in Pollards Hill. ​
• Friends in St Helier – ran five lunch clubs and shared winter health messages. ​
• Friends of Hillcross – held a winter warmer breakfast to share key NHS winter messages.​
• Frog Learning CIC – ran a gardening event that shared key NHS winter messages.​
• Home-Start Merton – ran a winter wellbeing themed event with their Little Stars group. ​
• Inner Strength Network – ran a keeping safe & keeping warm event. ​
• Jigsaw 4 – ran a soup kitchen event with winter messages.​
• Martin Way Methodist Church – ran 7 homeless night shelters. ​
• Merton Vision – ran a session sharing top tips to stay warm and well in winter. ​
• Togetherness Community Centre – provided hot meals for their weekly Caribbean Social Club project​
• Wimbledon Guild – ran two winter wellbeing sessions​