The experience of health, care and community services

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Summary of report content

Healthwatch Harrow gathered feedback from 582 people through general engagement and online comments between April and June 2020.

The report found that 67% of people were positive about their experiences. Those returning to their dentists following lockdown reported feeling supported and safe. Regarding hospitals, people reported good quality, compassionate treatment and care with few comments on A&E or Outpatients, suggesting a significant decrease in use. Some people have complained about not being tested for COVID-19. Despite visiting restrictions family and carers report good levels of involvement. Those using social care cite a clear lack of support through the Covid-19 pandemic. Feedback about personal resilience (including mental wellbeing) is notably negative overall. High levels of anxiety and uncertainty are reported - particularly about personal circumstances and infection risk. Many people report a lack of activity and stimulation in their daily lives, particularly those who cannot leave the house. Some are better able to connect with friends and family, than others. People are clearly satisfied with levels of empathy and support offered by charities and residents/individuals. The vast majority of people who comment on food or shopping are satisfied.

No recommendations were made in this report.

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General details

Report title 
The experience of health, care and community services
Local Healthwatch 
Healthwatch Harrow
Date of publication 
Tuesday, 14 July, 2020
Date evidence capture began 
Wednesday, 1 April, 2020
Date evidence capture finished 
Tuesday, 30 June, 2020
Type of report 
Key themes 
Booking appointments
Cleanliness hygiene and infection control
Communication between staff and patients
Food and nutrition
Lifestyle and wellbeing
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
User stories
How was the information collected? 
Website Feedback
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 
Dentist (non-hospital)
GP practice
Secondary care services 
Social care services 
Residential care home

Details of people who shared their views

Number of people who shared their views 
Age group 
Specific ethnicity if known 
Sexual orientation 
Not known
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? 
Does the information include other people'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? 

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.