Lived experiences of using Coventry NHS services

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Summary of report content

This Healthwatch Coventry report is based upon the lived experiences of Coventry people who have needed to use NHS services in recent months. It provides an insight into how the NHS are meeting the needs of the population since the COVID-19 pandemic.

The key issues that they have identified are:

  • Communication issues – people were unable to contact the service when required, for example, telephone numbers were incorrect or weren’t answered; information was given by professionals were unclear; routine appointments were cancelled without explanation of how or when the patient would be contacted to re-start them.
  • Information providing – the rapid changes to the way NHS services are delivered due to the pandemic often meant there was a delay in clear and accurate information being made available to people, letting them know how to access key services. Up to date and accessible information on how and when to access some emergency services was lacking.
  • Appointments – some people wanted to be seen face to face when suitable. They wanted greater clarity as to who they should contact if there is a problem with their outpatient appointment being cancelled.
  • Physical design of facilities - as some facilities and service arrangements were changed to provide care in a COVID-19 safe way, there were times when the facilities were unsuitable for people using them, for example, people having to wait outside in cold temperatures or being at the risk of exposure to the virus. Redesigning layouts could disadvantage people with a disability.
  • Staff – people were mostly positive about clinical staff, however, some voiced frustration with the work of non-clinical staff, such as switchboard operators and receptionists, who were not able to give them the information they needed.

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General details

Report title 
Lived experiences of using Coventry NHS services
Local Healthwatch 
Healthwatch Coventry
Date of publication 
Friday, 19 March, 2021
Date evidence capture began 
Monday, 1 June, 2020
Date evidence capture finished 
Thursday, 31 December, 2020
Key themes 
Booking appointments
Building and facilities
Communication between staff and patients
Information providing
Staff attitudes

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
If this work has been done in partnership, who is the partner? 
Primary research method used 
Unstructured Interview
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 
Dentist (non-hospital)
GP practice
Secondary care services 
Inpatient care
Urgent and emergency care services 
Accident & emergency

Details of people who shared their views

Number of people who shared their views 
Age group 
All people 18 and over
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? 
Types of health and care professionals engaged 
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? 
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.