Experiences of COVID-19 information and support in Norfolk and WaveneyDownload (PDF 785KB)
Summary of report content
Healthwatch Norfolk reported on the findings of a survey that ran between April and July 2020. The survey aimed to gather constructive information from service users that could provide real-time insight into community need, experience and awareness of available support.
Key findings included:
- Over two thirds of respondents reported having enough information at the time.
- Of those who felt they did not have enough information, many said it had been confusing to understand, or conflicting.
- People reported that information had not been easily available in accessible formats such as British Sign Language or Braille.
- Nearly three quarters of people who had practical support from the council were either ‘satisfied’ or ‘very satisfied’ with the support.
- Respondents highlighted the importance of being contacted by other people and organisations to avoid feeling isolated.
- Those who were vulnerable had not always received the support they needed and there was some difficulty and uncertainty on how to register for support.
- Carers reported feeling particularly isolated during the outbreak.
- Several people had found dentist and mental health appointments difficult to access.
- Opinion was divided on remote (e.g. telephone or video) appointments, with respondents recognising both positive and negative elements. However, 70% of respondents who had a remote GP appointment said that they were ‘satisfied’ or ‘very satisfied’ with the experience.
- Some respondents said they had been directly affected by the initial lack of Personal Protective Equipment (PPE) available.
- Nearly half of respondents reported having an appointment cancelled or postponed, most commonly hospital and dentist appointments.