Access to appointments and the use of technology

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Summary of report content

Healthwatch Tameside conducted a survey with 439 people about the use of technology in accessing appointments during the Coronavirus pandemic. 

The report found that there was a mixed response in accessing GP appointments with mixed experiences of using technology to talk to their GP. People found it easy to order prescriptions online and receive GP call backs, although others experienced difficulties with connections and software interfaces. A much greater proportion of people talked negatively about hospital appointments, relating to postponements and cancellations. Some people enjoyed being able to keep in touch with family, and will carry on using video chat. Some people don't want to continue to use technology due to digital literacy, persona choice, health and equipment restrictions. 

No recommendations were made in this report. 

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General details

Report title 
Access to appointments and the use of technology
Local Healthwatch 
Healthwatch Tameside
Date of publication 
Friday, 4 September, 2020
Date evidence capture began 
Sunday, 1 March, 2020
Date evidence capture finished 
Monday, 3 August, 2020
Type of report 
Report
Key themes 
Access
Booking appointments
Cancellation
Communication between staff and patients
Digitalisation of services
Information providing
Service delivery organisation and staffing
Healthwatch reference number 
Rep-7755

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
Survey
How was the information collected? 
Survey
If an Enter and View methodology was applied, was the visit announced or unannounced? 
N/A

Details of health and care services included in the report

Primary care services 
Dentist (non-hospital)
GP practice
Secondary care services 
Outpatients

Details of people who shared their views

Number of people who shared their views 
439
Age group 
All
Gender 
All
Ethnicity 
All
Specific ethnicity if known 
All
Sexual orientation 
Not known
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
No
Does the information include staff's views? 
No
Does the information include other people's views? 
No
What was the main sentiment of the people who shared their views? 
Mixed

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
No
Does the information contain a response from a provider? 
No
Is there evidence of impact in the report? 
No
Is there evidence of impact external to the report? 
No

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
 
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
 
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.