Winter Communications Review

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Summary of report content

Healthwatch Bexley, Bromley, Greenwich, Lambeth, Lewisham and Southwark carried out an evaluation of the Winter Communication Programme in the South-East London NHS STP area, in 2017. The evaluation aimed to identify people’s experience about whether the programme is meeting its objectives of helping people find the most appropriate place to receive treatment. The work was done as part of the London-Region Primary Care Winter Communication Programme. The report identifies a number of key issues including: people are unaware of the out-of-hour GP Access service; people learnt about this service either through their GP or local Healthwatch; there is a leaflet drop campaign; NHS 111 service is generally known to people, however, many people have not necessarily seen an NHS 111 poster or leaflet; the digital campaign was not very effective; the NHS service finder app is not known to many people; and people do not use their local CCG’s website to find information on their local health services. The report did not make any recommendations

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General details

Report title 
Winter Communications Review
Local Healthwatch 
Healthwatch Bexley
Healthwatch Bromley
Healthwatch Greenwich
Healthwatch Lewisham
Healthwatch Southwark
Date of publication 
Friday, 26 May, 2017
Date evidence capture began 
Thursday, 9 March, 2017
Date evidence capture finished 
Friday, 28 April, 2017
Type of report 
Key themes 
Booking appointments
Digitalisation of services
Information providing
Service delivery organisation and staffing
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Other government body
If this work has been done in partnership, who is the partner? 
Healthwatch Bromley, Greenwich, Lambeth, Lewisham and Southwark
Primary research method used 
Engagement event
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
Out of hours
NHS 111
Urgent care services
Urgent and emergency care services 
Accident & emergency
NHS 111
Urgent care services

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.