What are people telling us about COVID 19 (July - September 2020)

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Summary of report content

Healthwatch Luton have reported on their feedback during July to September 2020 about the impact of the pandemic.  They spoke to 300 people.

During this period Luton was placed on the government’s watchlist and came off again, and moved into the national Tiers of concern.  It is therefore no surprise Luton residents are feeling slightly ‘confused’ by the communications on what to do, how to act, and what rules to follow.

People in Luton are still experiencing problems accessing health and care services, whether this is around understanding how to access services, struggling to access appointments either online or face to face, or understanding why service access has changed. Some of the feedback received relates to how services have communicated changes to accessing services and managing patient expectations through this pandemic. People are also increasingly concerned about accessing check-ups for long-term conditions.

People fed back their experiences and concerns about being tested for Covid-19, including understanding when and where they could get tested.

Over the period there was an initial reduction in feedback about the impact of the pandemic on people’s mental health, but this began to rise again in September.

During the quarter there was a change in the feedback about confusion on the rules and guidance on infection control.  During September Healthwatch Luton heard that with the introduction of local measures to improve communications, there appeared to be greater understanding from the local population on how to adhere to the rules and guidance sent out to the public.

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General details

Report title 
What are people telling us about COVID 19 (July - September 2020)
Local Healthwatch 
Healthwatch Luton
Date of publication 
Thursday, 19 November, 2020
Date evidence capture began 
Wednesday, 1 July, 2020
Date evidence capture finished 
Wednesday, 30 September, 2020
Type of report 
Key themes 
Booking appointments
Cleanliness hygiene and infection control
Communication between staff and patients
Digitalisation of services
Health promotion
Lifestyle and wellbeing
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 
User stories
How was the information collected? 
Engagement Event
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 
Dentist (non-hospital)
Diagnostic and/or screening service - single handed sessional providers
GP practice
Secondary care services 
Discharge lounge
Inpatient care
Mental health services 
Community mental health team (CMHT)
Social care services 
Nursing care home
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? 
Types of health and care professionals engaged 
All care professionals
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
What type of impact was determined? 
Tangible impact (not cost related)

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.