Healthwatch Redbridge COVID-19 Report

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Summary of report content

Healthwatch Redbridge undertook a COVID-19 report, with research taking place between March and September 2020. The research was undertaken to understand the ongoing effects of the COVID-19 pandemic on people living in Redbridge. Specifically, to identify any issues or areas of concern with local NHS health and social care services. The report contains information received by 188 members of the public through an online survey, focus groups and comments relating specifically to COVID-19 received by the signposting service. 

The report found that there was confusion amongst respondents as to whether they met the criteria for shielding, as they considered themselves at high risk from COVID-19 but had not received a letter advising them to shield. A third of respondents said that they were caring for someone who would be considered at high risk from COVID-19. Again, not all of the people they cared for had been advised to shield, meaning some people may have missed out on support they were entitled to.

Healthwatch Redbridge found that whilst digital based services have had a positive impact on some patients and continued to provide appropriate appointments through the pandemic it does not cater to all. Notably, electronic triage consultation systems, such as E-consult, are not offered in other languages or access options which can make them difficult to use. More broadly, Healthwatch Redbridge found that there was a range of experience with medical appointments during the pandemic and that there was some level of confusion and concern regarding changes to appointment times.

Healthwatch Redbridge recommends that services need to clearly acknowledge people's frustrations when communication goes wrong. Patients and carers should have a choice of communication routes available to them where they have communication support needs met.

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General details

Report title 
Healthwatch Redbridge COVID-19 Report
Local Healthwatch 
Healthwatch Redbridge
Date of publication 
Friday, 18 December, 2020
Date evidence capture began 
Monday, 2 March, 2020
Date evidence capture finished 
Friday, 25 September, 2020
Type of report 
Key themes 
Booking appointments
Cleanliness hygiene and infection control
Communication between staff and patients
Quality of care
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
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 
GP practice
Secondary care services 
Social care services 
Adult social care

Details of people who shared their views

Number of people who shared their views 
Age group 
All people 18 and over
Prefer not to say
Specific ethnicity if known 
Sexual orientation 
Prefer not to say
Does the information include public's views? 
Does the information include carer's, friend's or relative'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? 

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.