Experiences of NHS and social care service in Kingston before and during the Coronavirus pandemic: snapshot report #1

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Summary of report content

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.  

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General details

Report title 
Experiences of NHS and social care service in Kingston before and during the Coronavirus pandemic: snapshot report #1
Local Healthwatch 
Healthwatch Kingston upon Thames
Date of publication 
Wednesday, 17 June, 2020
Date evidence capture began 
Wednesday, 1 January, 2020
Date evidence capture finished 
Monday, 15 June, 2020
Type of report 
Key themes 
Booking appointments
Cleanliness hygiene and infection control
Communication between staff and patients
Food and nutrition
Health promotion
Health protection
Information providing
Lifestyle and wellbeing
Quality of care
Service closure
Service delivery organisation and staffing
Waiting times and lists for treatment
Healthwatch reference number 

Methodology and approach

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? 

Details of health and care services included in the report

Primary care services 
Community pharmacy
Dentist (non-hospital)
GP practice
Secondary care services 
Acute services with overnight beds
Inpatient care
Psychiatry/mental health (hospital services)
Accident & emergency
Mental health services 
Child and adolescent mental health services (CAMHS)
Community mental health team (CMHT)
Community services 
Urgent and emergency care services 
Accident & emergency

Details about conditions and diseases

What type of pregnancy or maternity themes are included in the report 

Details of people who shared their views

Number of people who shared their views 
Age group 
All people 18 and over
Not known
Not 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? 
Not known
What type of impact was determined? 
Implied Impact

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.