COVID-19: Health and social care experiences in Newcastle and Gateshead - July

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Summary of report content

Healthwatch Gateshead and Healthwatch Newcastle reported on the final results of a survey that ran from May to July 2020. The survey was launched online, and phone calls were offered to people without internet access to ensure they could also complete the survey via phone. Healthwatch Gateshead and Healthwatch Newcastle found the following themes:

  • Services had proven very capable of quickly and effectively changing and adapting to the pandemic and the needs of the population.
  • People were generally happy and accepting of the changes they experienced and felt it had been well organised and coordinated. The survey findings suggested that respondents were happy with remote consultations, either online or via the telephone.
  • People were generally satisfied with the changes they experienced at their GP or pharmacy in accessing their medication.
  • People were experiencing difficulties maintaining their physical and/or mental health.
  • People had concerns about access to dentists and opticians.
  • Many respondents had experienced cancellation of an appointment(s), but did not seem to be dissatisfied with this.

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General details

Report title 
COVID-19: Health and social care experiences in Newcastle and Gateshead - July
Local Healthwatch 
Healthwatch Gateshead
Healthwatch Newcastle Upon Tyne
Date of publication 
Saturday, 1 August, 2020
Date evidence capture began 
Thursday, 21 May, 2020
Date evidence capture finished 
Friday, 31 July, 2020
Type of report 
Key themes 
Booking appointments
Communication between staff and patients
Digitalisation of services
Information providing
Quality of care
Service delivery organisation and staffing
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Primary research method used 
How was the information collected? 
If an Enter and View methodology was applied, was the visit announced or unannounced? 

Details of health and care services included in the report

Primary care services 
Community pharmacy
Dentist (non-hospital)
GP practice
Optometry services
Secondary care services 
Social care services 
Adult social care

Details of people who shared their views

Number of people who shared their views 
Age group 
Specific ethnicity if known 
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Not known
Does the information include staff's views? 
Types of health and care professionals engaged 
Does the information include other people's views? 
What was the main sentiment of the people who shared their views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 

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.