January 2021 Feedback Report

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Summary of report content

Healthwatch Greenwich collected 364 responses from a range of sources, such as meetings, emails and social media about people's experiences during the COVID-19 pandemic.

The report highlighted that people are still unsure about the COVID-19 vaccination roll out process, such as why some people are sent to centres further away and why carers haven't been able to access vaccines. As the COVID-19 vaccination programme rollout has commenced, continuing poor communication with relatives from some elderly care homes has created concerns about the vaccination programme in Greenwich elderly care homes and a perception that it is not happening at a rapid rate. People also reported difficulties accessing GP support, due to long waits on the phone and difficulties using online services. GP reception staff were perceived as gatekeepers. Service users report poor experiences accessing physiotherapy remotely. For some, telephone consultations are felt to be inappropriate and inadequate. People are experiencing long waits for NHS dental appointments but not as private patients. There have also been issues with consent for Do Not Resuscitate orders for both patients and their families. In hospital, some relatives of in-patients report difficulty trying to speak to staff on the ward. Some service users are confused about where to order prescriptions -whether patients need to call GP surgeries, order them online, or contact pharmacies directly.

No recommendations were made in this report.

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General details

Report title 
January 2021 Feedback Report
Local Healthwatch 
Healthwatch Greenwich
Date of publication 
Friday, 19 February, 2021
Date evidence capture began 
Friday, 1 January, 2021
Date evidence capture finished 
Sunday, 31 January, 2021
Type of report 
Key themes 
Booking appointments
Cleanliness hygiene and infection control
Communication between staff and patients
Complaints procedure
Digitalisation of services
Health inequalities
Health promotion
Health protection
Holistic support
Information providing
Quality of appointment
Quality of care
Quality of treatment
Service delivery organisation and staffing
Staff attitudes
Waiting times and lists for treatment
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
Unstructured Interview
How was the information collected? 
Engagement Event
Social Media
Consultation Responses
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 
Community pharmacy
Dentist (non-hospital)
Diagnostic and/or screening service - single handed sessional providers
GP practice
Secondary care services 
Inpatient care
Social care services 
Residential care home
Community services 
Community healthcare and nursing services

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.