Overview of health and social care experience from September to December 2020

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Summary of report content

This report highlights the experiences of people accessing health and social care services both from Derby city and Derbyshire during September to December 2020. Feedback from people was mixed with both positive and negative experiences being shared with Healthwatch:

  • Positive experiences – access to GP services, quality of care and treatment and the overall services at GP and NHS dental practices, people feeling safe during dentist and pharmacist appointments, good communication and operating systems in acute services and positive experiences accessing community services and NHS111.
  • Negative experiences – difficulties with access to GP services, lack of adequate communication from the services, people having to pay high travel costs for daily wound care, being unable to register with an NHS dentist, lack of accessibility information standard for deaf people and for those who do not speak fluent English, and incorrect information providing by NHS111.

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General details

Report title 
Overview of health and social care experience from September to December 2020
Local Healthwatch 
Healthwatch Derby
Date of publication 
Tuesday, 31 August, 2021
Date evidence capture began 
Tuesday, 1 September, 2020
Date evidence capture finished 
Thursday, 31 December, 2020
Key themes 
Booking appointments
Cleanliness hygiene and infection control
Communication between staff and patients
Continuity of care
Information providing
Quality of care
Quality of treatment

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 
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 
Community pharmacy
Dentist (non-hospital)
GP practice
NHS 111
Secondary care services 
Social care services 
Adult social care
Community services 
Continuing care
Urgent and emergency care services 
NHS 111

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? 
Not known
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? 
Not applicable
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.