COVID-19: your experiences of accessing care & support during the pandemic

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Summary of report content

Following their survey in 2020 about local people’s experiences of accessing support and treatment during the pandemic, Healthwatch St Helens felt it was important to run the survey again in order to understand what people were experiencing a year on. They received 1562 responses to this online survey.

Key findings:

  • Television was the most common source of information about how to stay safe during the pandemic, with 37% of respondents selecting this option.
  • 42% of people felt that their mental health had worsened since the beginning of the pandemic. Isolation, stress, and depression were most commonly reported.
  • 42% of people felt that GP services had been affected by the pandemic, and 21% reported hospital appointments cancelled.
  • 46% of people had had a COVID vaccine, with 62% describing the process as “easy”.

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General details

Report title 
COVID-19: your experiences of accessing care & support during the pandemic
Local Healthwatch 
Healthwatch St Helens
Date of publication 
Monday, 6 September, 2021
Date evidence capture began 
Sunday, 1 August, 2021
Date evidence capture finished 
Tuesday, 31 August, 2021
Key themes 
Booking appointments
Digitalisation of services
Health promotion
Information providing
Lifestyle and wellbeing
Service delivery organisation and staffing
Waiting time to be seen once arrived at appointment
Waiting times and lists for treatment

Methodology and approach

Primary research method used 

Details of health and care services included in the report

Primary care services 
Dentist (non-hospital)
Diagnostic and/or screening service - single handed sessional providers
GP practice
NHS 111
Secondary care services 
Cancer services
Diabetic medicine
Mental health services 
Psychiatry / mental health (other services)
Urgent and emergency care services 
NHS 111
Urgent care services

Details of people who shared their views

Number of people who shared their views 
Does the information include public'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.