February 2021 Feedback Report

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Summary of report content

This report contains the key messages and themes that Healthwatch Greenwich gathered from the responses from 390 local people in February 2021. They are:

  • COVID-19 Vaccination – most report a very positive experience of getting vaccinated, however, issues around access remain for home-bound patients, for those who wanted to rearrange a missed appointment, and for those who were in the priority list but hadn’t been contacted.
  • GP services – there were mixed sentiments about accessing GP services – some felt staff were kind and helpful, while others described their interaction lacking empathy. GPs were often not willing to listen to more than one health concern; it was difficult to get through on the phone- as a result some gave up after waiting for prolonged periods; new patients faced difficulties when registering with a practice; it was challenging for some to access digital care due to lack of digital skills or confidence; access to repeat prescriptions, blood tests ands timely referrals have also been an issue for people.
  • Other services - people have also reported facing access issues with physiotherapy, adult social care services for the vulnerable, and access to routine NHS dentistry. Relatives of loved ones in a number of elderly care homes gave positive feedback in regard to the quality of care provided by staff.

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General details

Report title 
February 2021 Feedback Report
Local Healthwatch 
Healthwatch Greenwich
Date of publication 
Thursday, 11 March, 2021
Date evidence capture began 
Monday, 1 February, 2021
Date evidence capture finished 
Sunday, 28 February, 2021
Key themes 
Booking appointments
Communication between staff and patients
Complaints procedure
Digitalisation of services
Quality of care

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
If this work has been done in partnership, who is the partner? 
Primary research method used 
Engagement event
User stories
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 
Social care services 
Adult social care
Residential care home

Details of people who shared their views

Number of people who shared their views 
Age group 
Not known
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? 
Types of health and care professionals engaged 
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? 
Not applicable
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.