A year with COVID: experiences of NHS and social care services in Kingston before and during the coronavirus pandemic

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Summary of report content

This report brings together experiences, views and concerns shared by Kingston upon Thames residents about their access to NHS and social care, the quality of their care and any aftercare provided between 1 January 2020 and 31 March 2021.

It utilises a range of research methodologies and sources collected between 1 January 2020 to 31 March 2021 and collates analysis of 501 experiences, views and concerns received from 238 people.

In this report, HW Kingston upon Thames discuss the impact of the pandemic on mental health, dentistry, GP surgeries, the co-ordination of care, social care, and pharmacies.

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General details

Report title 
A year with COVID: experiences of NHS and social care services in Kingston before and during the coronavirus pandemic
Local Healthwatch 
Healthwatch Kingston upon Thames
Date of publication 
Thursday, 12 August, 2021
Date evidence capture began 
Wednesday, 1 January, 2020
Date evidence capture finished 
Wednesday, 31 March, 2021
Key themes 
Booking appointments
Cleanliness hygiene and infection control
Communication between staff and patients
Continuity of care
Digitalisation of services
Health inequalities
Information providing
Integration of services
Lifestyle and wellbeing
Quality of care
Service closure
Service delivery organisation and staffing

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
Engagement event
Unstructured Interview

Details of health and care services included in the report

Primary care services 
Community pharmacy
Dentist (non-hospital)
GP practice
Mental health services 
Psychiatry / mental health (other services)
Social care services 
Adult social care

Details of people who shared their views

Number of people who shared their views 
Asian / Asian British
Black/ African / Caribbean / Black British
Other ethnic group
Does the information include public'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? 

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.