The Future of our Health and Care Services

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Summary of report content

During the coronavirus pandemic, health and social care services have made many changes to the way they work. Healthwatch Wakefield carried out a survey to find out about the experiences of people during this time, what worked well for them and what didn't.

  • Majority of people had been in touch with one or more health or social care services during the pandemic with over 40 different services having been contacted. Most people had contacted the GP services followed by pharmacy, hospital services, NHS111 and the dentists.
  • Most people had accessed their appointments over the telephone and were happy with their experience. However, some said that they would have preferred a face to face or a video appointment.  
  • People felt people that their telephone experience could be further improved by improving stuff attitude and not rushing through telephone appointments. Some mentioned that it would have been helpful to have been given a specific time for the call.
  • Better internet connection and IT skills would have helped some people to have a positive experience of video appointments.  
  • While most people could keep in touch with a loved one in a hospital or a care home during the pandemic, some were unable to keep in touch directly.
  • People valued the social care services they received during the pandemic which made them feel safe. However, some were concerned about the incorrect or lack of use of PPE by home care staff.
  • Most people were able to find the information about health and social care services easily, some had difficulties and others were unable to find the information they needed.
  • People have said that telephone and online contact with services is the main thing that they would like to continue after the pandemic. Some however, feel that face to face appointments should not disappear in the future and that normal services should resume as soon as possible.


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General details

Report title 
The Future of our Health and Care Services
Local Healthwatch 
Healthwatch Wakefield
Date of publication 
Friday, 11 December, 2020
Date evidence capture began 
Tuesday, 4 August, 2020
Date evidence capture finished 
Wednesday, 2 September, 2020
Type of report 
Key themes 
Booking appointments
Communication between staff and patients
Continuity of care
Digitalisation of services
Information providing
Quality of care
Staff attitudes
Healthwatch reference number 

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 
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
NHS 111
Secondary care services 
Inpatient care
Mental health services 
Community mental health team (CMHT)
Social care services 
Adult social care
Home care / domiciliary care

Details of people who shared their views

Number of people who shared their views 
Age group 
25-64 years
65-85 years
Asian / Asian British
Other ethnic group
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 
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.