What you have told us about COVID-19 - use of North East Ambulance Service

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Summary of report content

In June 2020, Healthwatch Sunderland gathered feedback from 714 respondents, gathering people’s general experiences of using health and social care services during the COVID-19 pandemic. The aim of this report is to understand the experiences of those who responded to say they had made use of the North East Ambulance Services and NHS111. This report is based upon data collected from 45 respondents using at least one of these services.

The findings from the survey have shown that overall people’s experiences of using services has been positive, especially the ambulance service. Whilst most respondents who had contacted NHS111 felt that the service was excellent or good, 16% rated it as fair to very poor.  Reasons for this were largely about having to wait a long time for calls to be answered.

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General details

Report title 
What you have told us about COVID-19 - use of North East Ambulance Service
Local Healthwatch 
Healthwatch Sunderland
Date of publication 
Tuesday, 25 August, 2020
Date evidence capture began 
Monday, 1 June, 2020
Date evidence capture finished 
Tuesday, 30 June, 2020
Type of report 
Report
Key themes 
Communication between staff and patients
Quality of care
Quality of staffing
Waiting time to be seen once arrived at appointment
Healthwatch reference number 
Rep-7744

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
Survey
How was the information collected? 
Survey
If an Enter and View methodology was applied, was the visit announced or unannounced? 
N/A

Details of health and care services included in the report

Urgent and emergency care services 
Ambulance services
NHS 111

Details of people who shared their views

Number of people who shared their views 
45
Age group 
All people 18 and over
Gender 
All
Ethnicity 
All
Sexual orientation 
Not known
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
Not known
Does the information include staff's views? 
No
Does the information include other people's views? 
No
What was the main sentiment of the people who shared their views? 
Mixed

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
No
Does the information contain a response from a provider? 
Not applicable
Is there evidence of impact in the report? 
No
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.