Service-user experience of Newham's Covid-19 rapid testing service

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Summary of report content

Healthwatch Newham undertook a survey of local people to find out their experiences of Newham’s rapid testing services to understand how the council and partners could increase people’s willingness and ability to get tested.  The survey ran from 1 March to 30 April 2021.  268 people responded.

Overall, the results were positive, which indicates the test sites met the needs of most people using the service. Almost half the respondents got tested due to being required/recommended to by work, suggesting employers and workplace policies are an important influence on uptake of testing. The largest group heard about the sites through the Council website, demonstrating how Council information and communications are an important source of local information. Only a small proportion of respondents heard about the sites through local health services or community or faith groups.

Location of test sites was the most cited aspect that could have improved participants’ satisfaction of the service (aligns with convenience as significant factor in service use). Faster registration could have increased satisfaction. Where registration and booking processes are within local control, making these as quick and easy as possible, with minimum data requirements, may increase customer satisfaction and help address data trust issues.

The demographics of participants are not representative of Newham’s population (overrepresentation of women, ages 25-49, and White British groups). This may reflect those who did the survey and/or those who attended the sites. This highlights the ongoing importance of monitoring participation to improve equity of access.

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General details

Report title 
Service-user experience of Newham's Covid-19 rapid testing service
Local Healthwatch 
Healthwatch Newham
Date of publication 
Friday, 2 July, 2021
Date evidence capture began 
Monday, 1 March, 2021
Date evidence capture finished 
Friday, 30 April, 2021
Key themes 
Booking appointments
Cleanliness hygiene and infection control
Communication between staff and patients
Health inequalities
Information providing
Quality of appointment
Service delivery organisation and staffing

Methodology and approach

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

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 
18-24 years
25-64 years
65-85 years
85 +
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? 
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? 
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.