December 2020 COVID-19 Insight Report

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Summary of report content

Healthwatch Greenwich collected feedback from Dementia Carers Support, Remark!, and Deaf Multilingual Community Support about people's experiences of accessing health and care services during the COVID-19 pandemic.

They found that people experiences long delays on the phone to GP surgeries. In some instances, particularly for blood tests, service user’s give up trying to get through on the phone and just turn up, without booking an appointment. For deaf patients, GPs and other medical professionals did not always accept interpreters without vocal permission from the service user before they will speak to a third party (interpreter). Deaf service users were reluctant to seek treatment if a hospital, doctor, or dentist cannot provide a British Sign Language (BSL) interpreter for the appointment.

No recommendations were made in this report.

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General details

Report title 
December 2020 COVID-19 Insight Report
Local Healthwatch 
Healthwatch Greenwich
Date of publication 
Thursday, 11 February, 2021
Date evidence capture began 
Tuesday, 1 December, 2020
Date evidence capture finished 
Thursday, 31 December, 2020
Type of report 
Report
Key themes 
Access
Booking appointments
Communication between staff and patients
Digitalisation of services
Holistic support
Information providing
Interpreters
Staff training
Waiting times and lists for treatment
Healthwatch reference number 
Rep-8051

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
Unstructured Interview
How was the information collected? 
Research
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 
GP practice
Secondary care services 
Outpatients

Details of people who shared their views

Number of people who shared their views 
Unknown
Age group 
All
Gender 
All
Ethnicity 
All
Specific ethnicity if known 
All
Sexual orientation 
Not known
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
Does the information include other people's views? 
No
What was the main sentiment of the people who shared their views? 
Negative

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
No
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.