Your experience of health and social care services during the coronavirus outbreak

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Summary of report content

Healthwatch Bucks developed an online survey to understand the experiences of local people during the pandemic. In particular, they wanted to find out people’s views on information and advice they had received during the outbreak, their experiences healthcare services, social care support and about their mental health and wellbeing support.

They found that –

  • Most people looked for information online on national organisations’ websites, such as the Government and the NHS websites.
  • Carers found it more difficult than non-carers to find trusted information and act on it.
  • People did not always explicitly say whether the information was helpful or not - when specifically mentioned, BBC sources tended to be viewed as the most helpful.
  • 41% of the respondents said they had been affected by the changes to their healthcare services and carers were significantly more likely to rate the communications about the changes as “poor” or “very poor” than non-carers.
  • 63% of those who said they needed some support for their mental health and wellbeing said they weren’t able to access it.
  • People who had needed mental health support during the lockdown mostly got it from their family or friends, followed by “A mental health care provider” and “Online or from an app”.

The report makes several recommendations on the ways that services, particularly how information is provided, could be improved in the future.

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General details

Report title 
Your experience of health and social care services during the coronavirus outbreak
Local Healthwatch 
Healthwatch Buckinghamshire
Date of publication 
Tuesday, 5 October, 2021
Date evidence capture began 
Saturday, 1 May, 2021
Date evidence capture finished 
Wednesday, 23 June, 2021
Key themes 
Booking appointments
Communication between staff and patients
Continuity of care
Digitalisation of services
Holistic support
Information providing
Lifestyle and wellbeing
Quality of appointment
Quality of treatment
Service delivery organisation and staffing

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 
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 
Community pharmacy
Dentist (non-hospital)
GP practice
Secondary care services 
Social care services 
Adult social care

Details of people who shared their views

Number of people who shared their views 
Age group 
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 

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.