Accessing services: Reasons for not accessing NHS services

Why were you not able to access the NHS services?

Multiple selections permitted


  • Almost a quarter did not access the NHS services they needed as they did not want to burden the NHS.
  • Appointments were a common theme in the ‘other’ comments; almost half reported that their appointment had been cancelled because of the outbreak, other issues included a lack of appointments, them being postponed or changed.

Total sample


‘Other’ responses

  • Appointment cancelled.
  • Service unavailable, suspended or closed.
  • No appointments available.
  • Nobody answering phone/no call back.
  • Treatment or appointment postponed/rescheduled.
  • In-person appointment changed to phone call.