Insight Bulletin: June 2020

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Summary of report content

Healthwatch Surrey collected insight during June 2020, through a range of methods including surveys and website feedback. This includes feedback during the COVID-19 pandemic. During May they received 151 responses to the survey

The report found that people continue to struggle to access healthcare online or by phone. It was highlighted that the fear of contracting Coronavirus has prevented people from accessing the care they need. Some people reported that end-of-life questions were particularly common and that staff should be sensitive when asking relatives about Do Not Attempt Resuscitation records. 

Recommendations included to re-engage with people waiting for appointments, to retain effective processes and system agility, and to identify the newly excluded and build strategies to ensure access for these groups.

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General details

Report title 
Insight Bulletin: June 2020
Local Healthwatch 
Healthwatch Surrey
Date of publication 
Thursday, 25 June, 2020
Date evidence capture began 
Friday, 1 May, 2020
Date evidence capture finished 
Thursday, 25 June, 2020
Type of report 
Report
Key themes 
Access
Cancellation
Communication between staff and patients
Digitalisation of services
Support
Healthwatch reference number 
Rep-7590

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
Survey
How was the information collected? 
Website Feedback
If an Enter and View methodology was applied, was the visit announced or unannounced? 
N/A

Details of people who shared their views

Number of people who shared their views 
151
Age group 
All
Gender 
All
Ethnicity 
All
Specific ethnicity if known 
All
Sexual orientation 
Not known
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
Yes
Does the information include staff's views? 
Yes
Does the information include other people's views? 
No
What was the main sentiment of the people who shared their views? 
Mixed

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Yes
Does the information contain a response from a provider? 
No
Is there evidence of impact in the report? 
No
Is there evidence of impact external to the report? 
No

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.