Second Vaccinations: What do people want to know before their second Covid vaccination?

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Summary of report content

During the first wave of the Covid vaccination programme providers received a substantial volume of calls from people asking about their vaccination. To help prevent second vaccinations triggering a similar number of questions, Healthwatch Surrey ran a snap survey before the programme began, asking people what they wanted to know about their second vaccination.

Healthwatch Surrey aimed that their survey findings would be triangulated with other system sources and soft intelligence to inform public messaging and reduce the volume of inbound calls.

The survey ran between 18 February and 14 March 2021 and received 71 responses.

Key Findings

  • Experiences of vaccinations were overwhelmingly positive, with 79% of respondents feeling they had all the information they needed before attending.
  • While the first vaccinations have instilled confidence there are still those who need reassurance and information before their second vaccination. 60% of respondents had questions about their second vaccination, and 50% lacked confidence that they would receive all the information they needed before their vaccination was due.
  • 15% of respondents had a question relating to the brand of vaccine offered for their next appointment and 14% of respondents asked about side effects for their second vaccination.

Recommendations and Response

  • Start/refresh comms sooner rather than later – people do have questions, and focussed, early messaging could pre-empt disruptive inbound calls.
  • Focus on communication about arrangements for appointments, including the brand of vaccine
  • Address when/how long in advance people should expect to receive their appointment for their second vaccination. Reassurance that they do not need to be proactive. What people should do if they haven’t received their second vaccination appointment within the expected timeframe
  • Offer reassurance that the system will allocate them the correct vaccination - Is there anything you can tell them about side effects? Especially important for those with caring responsibilities.

To ensure consistency of messaging and fast updates people in Surrey are being signposted to single-source Covid Vaccination information hosted by our local commissioners, Surrey Heartlands Health and Care Partnership and Frimley Collaborative. Surrey Heartlands have taken Healthwatch Surrey’s recommendations on board and will be amending their public FAQ page to reflect these findings. The findings have been shared across a number of teams within the Frimley Collective and have informed formal and informal communication with the public.

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General details

Report title 
Second Vaccinations: What do people want to know before their second Covid vaccination?
Local Healthwatch 
Healthwatch Surrey
Date of publication 
Wednesday, 31 March, 2021
Date evidence capture began 
Thursday, 18 February, 2021
Date evidence capture finished 
Sunday, 14 March, 2021
Key themes 
Booking appointments
Cleanliness hygiene and infection control
Communication between staff and patients
Health promotion
Health protection
Information providing
Public involvement

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 

Details of health and care services included in the report

Primary care services 
Community pharmacy
GP practice

Details of people who shared their views

Number of people who shared their views 
Does the information include public'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? 
Yes action has been taken or promised

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.