Experiences of COVID-19 information and support in Norfolk and Waveney: summary of the experiences of carers and cared-for

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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 from carers’ responses to this survey included:

  • All respondents who had received care through the council said that they were very satisfied or satisfied with the support.
  • Respondents said that the person they care for had found out information most commonly from television broadcasts and through themselves as their carer.
  • The most common format which respondents would have preferred the person they care for to receive COVID-19 information was through a personal letter. This differed from the other survey respondents, where only 13% of respondents stated that their preferred option was a personal letter.
  • Regarding access to appointments and treatment, the most positive experiences related to GP appointments and pharmacies.
  • Respondents also reported how COVID-19 had made it “very difficult to talk to a medical professional about ongoing conditions… it has felt as if everything has been pushed to one side because of coronavirus”.
  • Several carers highlighted that the person they care for is not able to use the internet; concerns were expressed about how people would cope with using technology if they did not have a carer.
  • Respondents reported some confusion around who should be shielding and that this could have an impact on wellbeing.
  • Based on the feedback from all 133 carers who answered the survey, there was a feeling of lack of support for carers. Some carers said they felt “abandoned” and “unsupported”, with one respondent asking “who looks after the carers!”.

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General details

Report title 
Experiences of COVID-19 information and support in Norfolk and Waveney: summary of the experiences of carers and cared-for
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 
Booking appointments
Communication between staff and patients
Digitalisation of services
Integration of services
Lifestyle and wellbeing
Other information of note about this report 
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 
Community pharmacy
GP practice
Mental health services 
Child and adolescent mental health services (CAMHS)
Social care services 
Adult social care
Home care / domiciliary care
Community services 

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.