Insight Bulletin: November 2020

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Summary of report content

Healthwatch Surrey collected feedback from over 100 people about their experiences during the pandemic in November 2020.

The report found that many people had positive experiences of flu vaccinations, commenting on the speed, efficiency and security of the programme. People also reported that new processes, that aim to improve access to services, have done the opposite and made it harder to access. Some people are not accepting of the new GP triage system. In terms of children and young people's mental health, there is potential long-term impact from the uncertainty of covid (e.g. education, jobs, family issues). The experiences people share with Healthwatch Surrey also highlight the pressure children and young people's mental health services are already under. 

Recommendations for large scale issues have been included. 

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General details

Report title 
Insight Bulletin: November 2020
Local Healthwatch 
Healthwatch Surrey
Date of publication 
Monday, 7 December, 2020
Date evidence capture began 
Sunday, 1 November, 2020
Date evidence capture finished 
Monday, 30 November, 2020
Type of report 
Key themes 
Booking appointments
Cleanliness hygiene and infection control
Communication between staff and patients
Digitalisation of services
Information providing
Lifestyle and wellbeing
Service delivery organisation and staffing
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? 
Not known
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
Mental health services 
Child and adolescent mental health services (CAMHS)

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? 
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.