Public views on health and care during the Coronavirus (COVID-19) pandemic

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Summary of report content

Healthwatch Cheshire East and Healthwatch Cheshire West and Chester undertook a survey of Cheshire residents’ views and experiences during the Coronavirus (COVID-19) pandemic.  This report is based on 1,121 responses from May to 3 July 2020. 

The most common places people have been accessing information about the Coronavirus (COVID-19) pandemic have been through television, radio, newspaper and national organisation websites such as GOV.UK and the NHS. Most respondents have been able to access information regarding Coronavirus (COVID-19) in the format they needed.

Nearly half of all respondents have reported not feeling comfortable either making, travelling to, or attending appointments, or feel that they would be overburdening healthcare services if they did.  The most common differences people experienced in accessing healthcare due to Coronavirus was people’s GP appointments taking place over the telephone or by video call, increased waiting times for prescriptions, and being unable to find the over the counter medication required in shops and pharmacies.  

Communication around changes of services due to COVID-19 was mixed according to our respondents, in some cases it was clear what changes were being made either due to signage, online information, or the service contacting individuals, but in other cases people reported no contact or unclear information

Many people’s responses broadly talk about delays or reductions in care across Cheshire during the Coronavirus pandemic. People talk about postponements in the implementation of care packages and assessments, and in some cases, concerns were raised about care packages not being implemented at all or being brought to an end due to the effects of the pandemic. All comments regarding care homes referred to a relative or friend that people had been unable to visit.

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General details

Report title 
Public views on health and care during the Coronavirus (COVID-19) pandemic
Local Healthwatch 
Healthwatch Cheshire East
Healthwatch Cheshire West and Chester
Date of publication 
Thursday, 10 September, 2020
Date evidence capture began 
Friday, 1 May, 2020
Date evidence capture finished 
Friday, 3 July, 2020
Type of report 
Key themes 
Booking appointments
Cleanliness hygiene and infection control
Communication between staff and patients
Digitalisation of services
Health protection
Holistic support
Information providing
Lifestyle and wellbeing
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 
How was the information collected? 
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 
Mental health services 
Community mental health team (CMHT)
Social care services 
Home care / domiciliary care
Residential care home

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.