March 2021 Feedback report

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Summary of report content

The report by Healthwatch Greenwich highlights the key issues that they have heard from people in March this year about:

  • Access to COVID-19 vaccination – people have reported an overwhelmingly positive experience of getting vaccinated. However, there was concern that some are “slipping through the cracks”, and the system has become a “lottery”. Not all service users received notification and have needed to be proactive.
  • Lack of adequate post-vaccination support and communication. This has been an issue particularly with the elderly and people with language barriers. People have received fake COVID-19 scam messages with suspicious links making them apprehensive, unable to distinguish genuine NHS emails from non-genuine ones.
  • GP services – positive experiences include efficient services and supportive care from both clinical and reception staff. However, some people struggled to access the services due to extended waiting periods, inability to get repeat prescriptions before their medications run out, lack of dignity and confidentiality, and the website not being user friendly.
  • The report also contains feedback from people about using remote methods for consultation, using hospital services as a substitute for GP access, access to translation and interpreting services, access to repeat prescriptions and timely referrals, complaints procedure, and feedback about care homes, dental care and mental health services.  

 

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General details

Report title 
March 2021 Feedback report
Local Healthwatch 
Healthwatch Greenwich
Date of publication 
Thursday, 6 May, 2021
Date evidence capture began 
Monday, 1 March, 2021
Date evidence capture finished 
Wednesday, 31 March, 2021
Key themes 
Access
Booking appointments
Communication between staff and patients
Complaints procedure
Continuity of care
Digitalisation of services
Information providing
Interpreters
Prescription
Quality of care
Referrals
Staff attitudes
Waiting times and lists for treatment

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
What type of organisation requested the work 
N/A
If this work has been done in partnership, who is the partner? 
None
Primary research method used 
Engagement event
Observation
Survey
User stories

Details of health and care services included in the report

Primary care services 
Community pharmacy
Dentist (non-hospital)
GP practice
Secondary care services 
Appointments
Mental health services 
Community mental health team (CMHT)
Social care services 
Residential care home

Details of people who shared their views

Number of people who shared their views 
285
Age group 
Not known
Gender 
Not known
Ethnicity 
All
Specific ethnicity if known 
Chinese
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? 
No
Types of health and care professionals engaged 
N/A
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? 
Not applicable
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.