Experiences of COVID-19 information and support in Norfolk and Waveney

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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.

Support available

  • 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.

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General details

Report title 
Experiences of COVID-19 information and support in Norfolk and Waveney
Local Healthwatch 
Healthwatch Norfolk
Date of publication 
Thursday, 15 October, 2020
Date evidence capture began 
Thursday, 16 April, 2020
Date evidence capture finished 
Monday, 13 July, 2020
Type of report 
Key themes 
Communication between staff and patients
Information providing
Lifestyle and wellbeing
Quality of care
Service delivery organisation and staffing
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Primary research method used 
How was the information collected? 
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 
Mental health services 
Community mental health team (CMHT)
Social care services 
Adult social care

Details of people who shared their views

Number of people who shared their views 
Age group 
Specific ethnicity if 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? 
Types of health and care professionals engaged 
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.