What you thought about Test and Trace and the NHS Covid-19 app

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Summary of report content

Healthwatch Kingston upon Thames report on a survey of attitudes to Test and Trace and the NHS Covid-19 app. 118 people responded.

Most respondents understood the risk of infection from Covid-19, particularly how the virus affects vulnerable people and those with underlying health conditions. People generally felt confident about following advice, but there were also concerns raised by some about information provided, which seemed contradictory at times, and that protective guidelines were vague and unclear, noting a lack of planning and clarity from the Government.

A third of respondents mistrusted the NHS COVID-19 app and some didn’t have an appropriate smart phone to install it, even if they wished to.

Poor confidence in the Test and Trace service was compounded by poor communication with and concerns about privacy and the impact on other people being contacted. There was a lack of understanding about how the system would trace unknown people and some had concerns about the reliability of the service.

Most people expressed a strong sense of being responsible for the safety, health, and wellbeing of others in the community and not wanting to pass on the virus to others.

Respondents shared concerns about the feasibility and financial and wellbeing cost of self-isolation. Some felt that this would make no difference as they live alone anyway. Others wondered if those that were asked to self-isolate after testing positive for Covid-19, would do so.

Many felt the Covid-19 test swabbing unpleasant and uncomfortable and some doubted the effectiveness of self-swabbing, wondering if they had done it properly.

Many praised test centre staff and volunteers but not everyone received their results when they were told they would receive them, and these delays caused additional emotional stress for those testing.

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General details

Report title 
What you thought about Test and Trace and the NHS Covid-19 app
Local Healthwatch 
Healthwatch Kingston upon Thames
Date of publication 
Monday, 28 March, 2022
Date evidence capture began 
Thursday, 1 October, 2020
Date evidence capture finished 
Sunday, 31 January, 2021
Key themes 
Digitalisation of services
Health protection
Information providing
Lifestyle and wellbeing
Quality of care
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 
Diagnostic and/or screening service - single handed sessional providers

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? 
Not known
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.