May insight bulletin

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Summary of report content

Healthwatch Surrey report on some themes highlighted in their recent feedback.

Despite negative stories about access to GPs in the press, they continue to hear positive feedback about GPs and remote services.  However, they have also heard that people are finding it very difficult to get through to surgeries by phone eg to make an appointment.  They have heard that some people find that phone appointments aren’t always appropriate when they don’t have a fixed time or the patient lacks privacy.

Healthwatch Surrey reviewed their insight on pregnancy loss, which showed the importance of compassionate care to support recovery and protect mental health.  They heard mixed experiences, including that Covid-19 protocols have made the experience even more difficult for some.

Interviews with users of day centres found that day centre attendance strongly supports mental health, that the social side of attending a day centre is an activity in itself and that transport and travel time is a barrier for some.

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General details

Report title 
May insight bulletin
Local Healthwatch 
Healthwatch Surrey
Date of publication 
Monday, 24 May, 2021
Date evidence capture began 
Saturday, 1 May, 2021
Date evidence capture finished 
Friday, 21 May, 2021
Key themes 
Booking appointments
Communication between staff and patients
Holistic support
Lifestyle and wellbeing
Quality of care
Service delivery organisation and staffing
Staff attitudes

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
Structured interview
User stories
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
Secondary care services 
Social care services 
Day care (social care services)

Details of people who shared their views

Number of people who shared their views 
Not known
Age group 
Not known
Not known
Not 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? 
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? 
Not applicable
Is there evidence of impact in the report? 
Not applicable
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.