COVID-19 Insight Report

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Summary of report content

What is this report about?

The coronavirus (Covid-19) pandemic, which began in March 2020, has meant that health and care services have had to rapidly change and adapt their services. This report looks at what local people thought about information, health and care services, community support and their wellbeing during this time.

What did we do?

  • Face-to-face engagement was not possible at this time, so we gathered information by:
  • Running an online survey, in collaboration with Healthwatch Swindon and Healthwatch BaNES (Bath and North East Somerset).
  • Asking our volunteers, who are spread across Wiltshire, to share our survey and the feedback they heard.
  • Using our website feedback, social media and responding to calls and emails via our Helpdesk Hub Team to gather people’s experiences.
  • Subscribing to Care Opinion (an online platform where people can post their feedback on services) and monitoring feedback left there by people living in Wiltshire.

What were the key findings?

  • Most people could find and understand the information they needed about Covid-19 but acting on and keeping up-to-date with changes was more difficult.
  • There was a need for clear information about testing and looking after health and wellbeing.
  • Virtual appointments with healthcare professionals had worked well for many people, but there were some circumstances and individuals where these were difficult or not possible.
  • Some people were not accessing services due to fear of Covid-19, or fear of ‘overloading’ the service.
  • There was understanding of the pressures on services. Appreciation was given of the commitment, dedication and kindness of health and care workers.
  • As time has moved on, there has been more frustration expressed about delays to routine treatment and dentistry.
  • The pandemic has affected people’s mental health and wellbeing.
  • Community groups, voluntary organisations and volunteers have been a valuable source of support to local people.

Conclusions and recommendations

The report draws conclusions from the views and experiences that have been shared with us and makes recommendations based on these. We recognise that services had to adapt rapidly. The recommendations make suggestions that aim to improve local people’s experiences of health and care services going forwards, based on what they have told us.

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General details

Report title 
COVID-19 Insight Report
Local Healthwatch 
Healthwatch Bath and North East Somerset
Healthwatch Swindon
Healthwatch Wiltshire
Date of publication 
Wednesday, 2 December, 2020
Date evidence capture began 
Sunday, 1 March, 2020
Date evidence capture finished 
Friday, 31 July, 2020
Type of report 
Key themes 
Booking appointments
Digitalisation of services
Quality of care
Service closure
Waiting time to be seen once arrived at appointment
Waiting times and lists for treatment
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? 

Details of health and care services included in the report

Primary care services 
Dentist (non-hospital)
GP practice
Secondary care services 
Mental health services 
Psychiatry / mental health (other services)
Social care services 
Adult social care

Details of people who shared their views

Number of people who shared their views 
Age group 
Does the information include public's views? 
Does the information include carer's, friend's or relative'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? 

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.