Insight bulletin: September 2020

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Summary of report content

Healthwatch Surrey reported on the key themes drawn from over 100 people sharing their experiences during September 2020. Key themes included:

  • Praise and thanks for health and social care workers
  • COVID-19 testing availability
  • Flu vaccinations
  • A lack of communication following cancellation of appointments or services
  • Video or phone consultations that do not take the person’s needs into account
  • Gaps in service integration.

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General details

Report title 
Insight bulletin: September 2020
Local Healthwatch 
Healthwatch Surrey
Date of publication 
Monday, 19 October, 2020
Date evidence capture began 
Tuesday, 1 September, 2020
Date evidence capture finished 
Wednesday, 30 September, 2020
Type of report 
Report
Key themes 
Access
Booking appointments
Communication between staff and patients
Digitalisation of services
Information providing
Integration of services
Quality of care
Service delivery organisation and staffing
Support
Waiting times and lists for treatment
Healthwatch reference number 
Rep-7875

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
What type of organisation requested the work 
N/A
Primary research method used 
User stories
How was the information collected? 
Telephone
Email
If an Enter and View methodology was applied, was the visit announced or unannounced? 
N/A

Details of health and care services included in the report

Primary care services 
GP practice
Secondary care services 
Outpatients
Mental health services 
Psychiatry / mental health (other services)
Social care services 
Adult social care
Community services 
Other
Urgent and emergency care services 
Accident & emergency

Details of people who shared their views

Number of people who shared their views 
100
Age group 
All
Gender 
All
Ethnicity 
All
Specific ethnicity if known 
All
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? 
No
Types of health and care professionals engaged 
N/A
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? 
No
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.