The health and care experiences of people living in Calderdale during the Covid-19 outbreak

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Summary of report content

Healthwatch Calderdale undertook research into the impact of the Covid-19 pandemic on the local community.  In total they spoke to 496 people.

The majority of responses received related to NHS care, in particular people’s experience of accessing their GP surgery (253 contacts, 47%), pharmacy (82, 15%) and routine hospital care (83, 15%). Other service types commonly commented on were community services (39, 7%), 999 and 111 (30, 6%) and dentists (26, 5%).

There were a number of key themes in the responses.  These included:

  • Access to services – covering limitations to face to face access, service closure and telephone access
  • Digital access – covering the use of online booking systems and video call appointments
  • Communication between staff and patients – covering the lack of information that has been made available about how services have changed, and missed opportunities to interact with people
  • Quality of care – covering person-centred and flexible support

Feedback is mixed for all of these themes, with many people appreciating the necessity for change during the outbreak, but feeling that their experience could have been improved.

The report looks at how the pandemic has affected different groups’ experience of health and social care.  Specific questions were asked about the impact of Covid-19 and the lockdown period on people’s wellbeing. For almost all respondents, there has been a mental health impact.

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General details

Report title 
The health and care experiences of people living in Calderdale during the Covid-19 outbreak
Local Healthwatch 
Healthwatch Calderdale
Date of publication 
Monday, 16 November, 2020
Date evidence capture began 
Tuesday, 26 May, 2020
Date evidence capture finished 
Monday, 31 August, 2020
Type of report 
Key themes 
Cleanliness hygiene and infection control
Communication between staff and patients
Digitalisation of services
Health inequalities
Health protection
Information providing
Lifestyle and wellbeing
Quality of care
Service closure
Service delivery organisation and staffing
Staff attitudes
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
User stories
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 
Inpatient care
Mental health services 
Community mental health team (CMHT)
Social care services 
Nursing care home
Residential care home
Urgent and emergency care services 
Accident & emergency
NHS 111

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? 
Types of health and care professionals engaged 
All care professionals
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

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.