Healthwatch Kingston compared experiences of NHS and social care services prior to and during the Coronavirus pandemic. They gathered the views of 272 people.
The report found that satisfaction with the level of service received from health and social care services have not drastically changed considering the crisis. Kingston Hospital’s response to COVID-19 was praised. People spoke of easy access to care and good follow-ups.
There was a mixed picture of access to GP services. Many people said they were unable to get through on the phone and found it difficult to make appointments. Once they got appointments, most felt the care they received was adequate.
All comments and experiences of the local Kingston Stronger Together response were positive. Vulnerable people appreciated being called and several people expressed gratitude for food parcels.
Most comments regarding pharmacies were positive, saying staff were helpful and that measures had been put in place to protect staff and customers.
Feedback about mental health services was mainly negative. People said that they felt they had been left with no support and experienced longer waits for assessments.
Many people expressed frustration at not being able to access dental services due to most surgeries being closed and not offering a telephone service.
There were no recommendations.
Experiences of NHS and social care service in Kingston before and during the Coronavirus pandemic: snapshot report #1
Healthwatch Kingston upon Thames
Date evidence capture began
Wednesday, 1 January, 2020
Date evidence capture finished
Cleanliness hygiene and infection control
Communication between staff and patients
Food and nutrition
Lifestyle and wellbeing
Quality of care
Service delivery organisation and staffing
Waiting times and lists for treatment
Healthwatch reference number
Was the work undertaken at the request of another organisation?
Primary research method used
How was the information collected?
If an Enter and View methodology was applied, was the visit announced or unannounced?
Primary care services
Secondary care services
Acute services with overnight beds
Psychiatry/mental health (hospital services)
Accident & emergency
Mental health services
Child and adolescent mental health services (CAMHS)
Community mental health team (CMHT)
Urgent and emergency care services
What type of pregnancy or maternity themes are included in the report
Number of people who shared their views
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?
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?
What type of impact was determined?