Using Health and care services during the Covid-19 lockdown

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Summary of report content

Healthwatch Leicester and Healthwatch Leicestershire undertook a research project on the impact of the Covid-19 pandemic on health and social care.  They undertook a survey to which 835 people responded.

People felt there was a good access to information available from different sources however more consistent communications would have improved patient experience. There was almost too much information, so understanding what guidance to follow became much more challenging.

Having a greater focus on online or phone triage with Primary Care services was seen a mostly positive for residents however concerns were raised about it becoming the only method of accessing services as well as highlighting how this approach can disadvantage some communities. Residents felt slightly less positive towards video consultation. More proactive communications between patients and their GP practice, would support better understanding what support and services are available.

A significant portion of residents have not sought help and support for health and care issues during lockdown. This is likely to impact on services once restrictions are lifted.

People felt that the pandemic has had an impact on residents’ mental health.

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General details

Report title 
Using Health and care services during the Covid-19 lockdown
Local Healthwatch 
Healthwatch Leicester
Healthwatch Leicestershire
Date of publication 
Monday, 16 August, 2021
Date evidence capture began 
Wednesday, 29 April, 2020
Date evidence capture finished 
Sunday, 7 June, 2020
Key themes 
Communication between staff and patients
Digitalisation of services
Health inequalities
Health protection
Holistic support
Information providing
Lifestyle and wellbeing
Service closure
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 
Community pharmacy
GP practice
Secondary care services 
Social care services 
Home care / domiciliary care

Details of people who shared their views

Number of people who shared their views 
Age group 
16-17 years
18-24 years
25-64 years
65-85 years
85 +
Asian / Asian British
Black/ African / Caribbean / Black British
Mixed / multiple ethnic groups
Other ethnic group
Sexual orientation 
Prefer not to say
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? 
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.