Coronavirus: Your Experience Matters II, Kensington & Chelsea

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Summary of report content


In April 2020, Healthwatch Central West London launched its first major COVID-19 survey, called ‘Your Experience Matters’. As the pandemic developed and circumstances changed, it launched a refreshed version of our survey, called ‘Your Experience Matters II’, in November 2020. There were two aims. Firstly, to find out how local people were coping and finding access to health and care services. Secondly, to monitor ongoing trends and long-term impacts of the pandemic.

This report is based on the feedback of 44 people, who completed the survey from November 2020 to April 2021. The report covers numerous findings, fitting into the themes of: shielding, support and services; emotional and mental wellbeing; personal and family relationships; environment and finances; and information and signposting.

Some of the key findings are:

  • Respondents from an ethnic minority background have consistently reported more negative experiences through this period;
  • A clear majority of respondents have reported an impact of this period on their emotional and mental wellbeing; and
  • Respondents who are carers were significant more adversely affected compared to the baseline figures

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General details

Report title 
Coronavirus: Your Experience Matters II, Kensington & Chelsea
Local Healthwatch 
Healthwatch Central West London
Date of publication 
Monday, 2 August, 2021
Date evidence capture began 
Monday, 2 November, 2020
Date evidence capture finished 
Friday, 30 April, 2021
Key themes 
Booking appointments
Cleanliness hygiene and infection control
Communication between staff and patients
Health promotion
Information providing
Lifestyle and wellbeing
Quality of appointment
Quality of care
Service closure
Waiting time to be seen once arrived at appointment
Waiting times and lists for treatment
Other information of note about this report 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 

Details of health and care services included in the report

Primary care services 
GP practice
Community services 

Details of people who shared their views

Number of people who shared their views 
Age group 
25-64 years
65-85 years
Asian / Asian British
Black/ African / Caribbean / Black British
Mixed / multiple ethnic groups
Specific ethnicity if known 
Sexual orientation 
Does the information include public's views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 

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.