What are people telling us during COVID-19

Download (PDF 504KB)

Summary of report content

This report contains the key messages from Healthwatch Luton’s evidence about what people told them during the coronavirus pandemic between February 2020 – June 2020.

During the early part of the pandemic, Healthwatch Luton heard from people about their views on changes to the services- most of their evidence was about providing information and signposting so that people could continue with their care. During the first few weeks, there seemed to be confusion whether their care would continue, followed by a distinct increase in positive feedback on how the health services and the local authorities had responded to the residents. However, some people were still confused around their personal care or their families’ but most people had a sense of understanding about the situation.

In April and May, they received feedback on treatment and care and people feeling “if it is not Covid-related then no one seems to be interested”, although majority of people were supportive of the system, in particular health and care workers. Some feedback related to hospital discharge, communication with family members and hospitals and about people’s confidence on the testing process. People shared their concerns about their finances as well.  

In June, they received feedback on accessing services which was both positive and negative around GPS and other services. There was increased anxiety and confusion which had an effect on the mental health of the general population. The report highlights what worked well and what did not as well as what could be improved. It also highlights what Healthwatch Luton has done to support the local community during the Coronavirus pandemic so far.  

Would you like to look at:

General details

Report title 
What are people telling us during COVID-19
Local Healthwatch 
Healthwatch Luton
Date of publication 
Thursday, 9 July, 2020
Date evidence capture began 
Saturday, 1 February, 2020
Date evidence capture finished 
Tuesday, 30 June, 2020
Type of report 
Key themes 
Communication between staff and patients
Complaints procedure
Continuity of care
Digitalisation of services
Holistic support
Information providing
Quality of treatment
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
If this work has been done in partnership, who is the partner? 
Primary research method used 
Structured interview
Unstructured Interview
User stories
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 
Dentist (non-hospital)
GP practice
NHS 111
Secondary care services 
Cancer services
Inpatient care
Mental health services 
Community mental health team (CMHT)
Social care services 
Nursing care home
Residential care home
Community services 
Community based services for people with mental health needs
Urgent and emergency care services 
NHS 111

Details of people who shared their views

Number of people who shared their views 
Age group 
All people 18 and over
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? 
Is there evidence of impact in the report? 
Not known
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.