Experiences of health and social care in Southwark during the COVID-19 pandemic

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Summary of report content

Healthwatch Southwark collected 100 people's views about finding and accessing information and services during the coronavirus pandemic using a survey.

The report found that the majority of people had some sort of vulnerability to the virus. The most common source of information about coronavirus was NHS or Government (gov.uk) websites, used by three quarters of the sample. Respondents rated the ease in which they could find clear information about different topics. ‘How to protect myself and others from coronavirus’ was rated as the easiest topic to find clear information about, closely followed by topics around the symptoms of coronavirus – although not everyone agreed. Those who accessed NHS 111, stated mixed responses about the speed of access, misinformation; and being taken seriously. However, respondents valued being able to get through to their GP quickly, and the staff taking their symptoms seriously and treating them with kindness. There were mixed experiences about online and phone appointments. 

Healthwatch Southwark  suggested that they link up with other sources of data in the borough to compare to their own research. The want to share the findings with commissioners and health services and explore the impact of delayed and cancelled appointments. 

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General details

Report title 
Experiences of health and social care in Southwark during the COVID-19 pandemic
Local Healthwatch 
Healthwatch Southwark
Date of publication 
Friday, 17 July, 2020
Type of report 
Key themes 
Booking appointments
Communication between staff and patients
Digitalisation of services
Lifestyle and wellbeing
Quality of care
Waiting times and lists for treatment
Healthwatch reference number 

Methodology and approach

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 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.