Virtual appointments and Consultations April - July 2020

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Summary of report content

Healthwatch Derby conducted a survey to collect feedback about virtual and digital appointment during the COVID-19 pandemic from April to July 2020.

The report found that there were mixed experiences of GP telephone appointments as some people found that it was easier to access support, however, some people felt that things were missed and there were call back issues. People generally supported sharing photos with their GPs. For acute services, similar experiences were expressed. However, with mental health services, people would have preferred face to face appointments with one comment about the appointment being less thorough.

The report made no recommendations. 

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General details

Report title 
Virtual appointments and Consultations April - July 2020
Local Healthwatch 
Healthwatch Derby
Date of publication 
Sunday, 22 November, 2020
Date evidence capture began 
Wednesday, 1 April, 2020
Date evidence capture finished 
Friday, 31 July, 2020
Type of report 
Key themes 
Booking appointments
Communication between staff and patients
Digitalisation of services
Information providing
Quality of care
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 
Acute services without overnight beds / listed acute services with or without overnight beds
Mental health services 
Community mental health team (CMHT)

Details of people who shared their views

Number of people who shared their views 
Age group 
Specific ethnicity if 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? 
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.