Online Focus Group COVID-19 Testing and NHS Track and Trace

Download (PDF 321KB)

Summary of report content

Healthwatch Liverpool ran an online focus group for the public on 15 October 2020 about NHS Test and Trace and Covid-19 testing as they wanted to find out about local residents’ experiences and perceptions of this service.  They spoke to 14 people.

There was a mixture of experiences of testing.  Although all the people who had tried to get a test were successful, one was offered a test an hour’s drive from Liverpool.  They all reported that the process itself was straightforward and all got their results quickly.

Those people who hadn’t got a test were confused about who was eligible for a test.  They also felt wary about visiting a walk-in site as it might expose them to Covid-19 if they didn’t already have it.  People without their own transport were worried about accessing a test if they needed one.

Everyone was aware of the NHS Test and Trace app but only five had downloaded it.  Those who hadn’t didn’t have the right technology or were unsure of the benefits of doing so. People felt that information about infection rates provided by Liverpool City Council was more helpful than that provided via the app.  They felt the clearest and most useful information about the pandemic had come via schools.

Some of those that had used the app had received apparently false notifications about possible Covid exposure which affected their trust in it. Around half of the people in the group were unaware of NHS 119.

The report also looked at people’s experience of being contacted by contact tracers.  People were unsure who needed to self-isolate and how long for. 

Would you like to look at:

General details

Report title 
Online Focus Group COVID-19 Testing and NHS Track and Trace
Local Healthwatch 
Healthwatch Liverpool
Date of publication 
Wednesday, 18 November, 2020
Date evidence capture began 
Thursday, 15 October, 2020
Date evidence capture finished 
Thursday, 15 October, 2020
Type of report 
Key themes 
Cleanliness hygiene and infection control
Communication between staff and patients
Digitalisation of services
Health protection
Information providing
Patient records
Service delivery organisation and staffing
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
Focus group
How was the information collected? 
Engagement Event
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 
Diagnostic and/or screening service - single handed sessional providers
Community services 

Details about conditions and diseases

What type of pregnancy or maternity themes are included in the report 

Details of people who shared their views

Number of people who shared their views 
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? 
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? 
Not applicable
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.