Healthwatch in Sussex: Restoration and Recovery Programme

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Summary of report content

Healthwatch Brighton & Hove, East Sussex and West Sussex have issued an interim report on research they have undertaken about people’s experiences of digital healthcare during the Covid-19 pandemic, to inform the development of service redesign.  This is based on a number of surveys, with a combined 2,185 responses.

Nearly two in five respondents chose not to make an appointment during the pandemic despite having a need to access health, social or emotional care. People with disabilities were more likely to delay appointments compared to people without disabilities. During the pandemic, nearly two-thirds of people had a phone appointment, nearly a quarter using online appointments and one in ten video appointments.

For those that had phone, video and online appointments during the pandemic, satisfaction levels were high. For triage, GP, medication, test results and emotional and mental health NHS wellbeing support (including counselling and therapy), people were keener to have phone appointments rather than video and online. Nearly three in ten didn’t want remote emotional and mental health NHS wellbeing support, including counselling and therapy, and over two in five for NHS mental health support for longstanding and serious mental health conditions.

People with disabilities were less likely to want any form of remote appointment compared to people without disabilities. Younger people were generally happier to have phone, video and online appointments compared to older people.

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General details

Report title 
Healthwatch in Sussex: Restoration and Recovery Programme
Local Healthwatch 
Healthwatch Brighton And Hove
Healthwatch East Sussex
Healthwatch West Sussex
Date of publication 
Monday, 24 August, 2020
Date evidence capture began 
Monday, 23 March, 2020
Date evidence capture finished 
Friday, 31 July, 2020
Type of report 
Key themes 
Digitalisation of services
Health inequalities
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 
GP practice

Details of people who shared their views

Number of people who shared their views 
Age group 
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? 
Not known
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? 
Not applicable
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.