Covid-19: Your experience of health and care

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Summary of report content

This report explains the findings of the research undertaken looking at people’s experiences of health and social care services in Oldham during the COVID-19 pandemic. Healthwatch Oldham developed a survey to gather information about people's access to appointments, their treatments and/or support services. In addition, they asked about people’s current health and identified areas of support that people felt had gone well and things that could have been improved.

Their key findings are:

  • The vast majority of people acknowledge the unprecedented nature of the pandemic and understand that there would be a disruption to service delivery. However, a significant number of responses highlight that a lack of clear and regular communication has been an area of concern for some people.
  • Access to services was an issue although most people found pharmacy services the easiest to access followed by remote GP appointments. In contrast, in-person GP appointments, dental appointments and mental health in person appointments were the most difficult to access.
  • 50% of the respondents said that they had appointments /treatments cancelled. The highest response on cancelled appointments was dental appointments followed by hospital appointments and routine GP appointments.
  • Majority of those who attended in-person appointments felt that adequate guidance was given on minimising risks. However, some stated that the guidance was unclear.

Based on what local people have told, Healthwatch Oldham have provided recommendations around communication, access to services, on patient experience, cancelled appointments and support for those living with COVID-19.  

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General details

Report title 
Covid-19: Your experience of health and care
Local Healthwatch 
Healthwatch Oldham
Date of publication 
Friday, 30 April, 2021
Date evidence capture began 
Wednesday, 1 July, 2020
Date evidence capture finished 
Saturday, 31 October, 2020
Key themes 
Access
Cancellation
Cleanliness hygiene and infection control
Communication between staff and patients
Continuity of care
Health and safety
Health protection
Information providing
Referrals
Service closure
Support
Waiting time to be seen once arrived at appointment
Waiting times and lists for treatment

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
What type of organisation requested the work 
N/A
If this work has been done in partnership, who is the partner? 
None
Primary research method used 
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 
Community pharmacy
Dentist (non-hospital)
Diagnostic and/or screening service - single handed sessional providers
GP practice
Health visitor
NHS 111
Secondary care services 
Appointments
Breast screening
Cardiology
Chiropody
Inpatient care
Maternity
Ophthalmology
Outpatients
Phlebotomy
Podiatry
Radiography
Mental health services 
Psychiatry / mental health (other services)
Social care services 
Adult social care
Residential care home
Respite care
Community services 
Community based services for people with mental health needs
Urgent and emergency care services 
NHS 111

Details of people who shared their views

Number of people who shared their views 
701
Age group 
All
Gender 
All
Ethnicity 
All
Specific ethnicity if known 
English/Welsh/Scottish/Northern Irish/British
Pakistani
Sexual orientation 
Bisexual
Heterosexual
Homosexual
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
Yes
Does the information include staff's views? 
No
Types of health and care professionals engaged 
N/A
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? 
Yes
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.