COVID-19 Insight Report - Experiences of health, care and community services

Download (PDF 690KB)

Summary of report content

Healthwatch Wiltshire undertook a survey about people’s experiences of using health and care services between August 2020 and March 2021. This period covered a second national lockdown and the initial rollout of the vaccination programme.  145 people responded.

Covid-19 restrictions and changes to service delivery were generally understood and largely accepted by those who responded to the survey. Most of those (68%) who had used services said that it had been easy to get the support they needed. However, there remained a notable proportion (21%) who said that they found it difficult.

Comments about the quality of care received were largely positive. People with a health condition or disability reported a higher level of difficulty accessing help and support. Unpaid carers had significantly greater difficulty accessing the help and support they needed.

Communication, whether good or bad, was an important aspect of many responses to the survey. Online systems and phone calls were seen by most as being an efficient system for making contact, however there were several responses that highlighted concerns around this.

The report makes 7 recommendations.

Would you like to look at:

General details

Report title 
COVID-19 Insight Report - Experiences of health, care and community services
Local Healthwatch 
Healthwatch Wiltshire
Date of publication 
Friday, 17 September, 2021
Date evidence capture began 
Saturday, 1 August, 2020
Date evidence capture finished 
Wednesday, 31 March, 2021
Key themes 
Cleanliness hygiene and infection control
Communication between staff and patients
Digitalisation of services
Health inequalities
Health protection
Information providing
Lifestyle and wellbeing
Service delivery organisation and staffing

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
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 
GP practice
Secondary care services 
Inpatient care

Details of people who shared their views

Number of people who shared their views 
Age group 
All people 18 and over
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Does the information include staff'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? 
Not known

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.