What people have told us about health and social care during the pandemic

Healthwatch Surrey undertook a survey of local residents about the impact of the Covid-19 pandemic on local residents during May 2020.  They received 151 responses.

Most people are satisfied with the information and care received during the pandemic. However, many have experienced changes including cancellations and delays in secondary care. While people accept this as inevitable, it is having a real impact on their wellbeing.

Four out of five found it easy to keep up to date with information about how to stay safe during the pandemic Those finding it hard to keep up with information were mostly vulnerable.

 Of those accessing health and care, 70% were satisfied with the service they had received Where information has been hard to access it has most often been about physical or mental health concerns.

Phone, video or even email consultations were frequently considered an improvement on face to face services.  However, people’s expectations of services are low and they are stoical in the face of uncertainty and delays.

Some people have had good experience with necessary appointment changes – there have been good alternatives and clear communication.  On the other hand, many people with cancelled appointments have had no further contact from their healthcare providers: they do not know if or when their care will resume Some are facing health problems that impact on their quality of life, and do not know how or when help will be available.

There were three recommendations about the need to establish ongoing contact with those whose treatments and services have been cancelled or delayed; building on new processes that are working well, and identifying and understanding those who can’t access online access to health care.