COVID-19 Report: Digital/Alternative Services March-July 2020

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Summary of report content

This report from Healthwatch Knowsley details the themes of alternative methods of treatment and care during the COVID-19 pandemic between March and July 2020. The majority of comments related to the use of telephone consultations and the use of e-consult. Although many people had a positive experience of using the alternative methods, some faced difficulties. The key issues identified in this report includes:

  • Lack of access or knowledge of online services/apps made it particularly challenging for the elderly.
  • Lack of communication or miscommunication by services causing frustration and confusion.
  • Lack of access to certain services, such as smear tests, was upsetting for some people. Others experienced worsening of their condition due to cancelling of services, such as physiotherapy.
  • Lack of information/guidance about e-consultation, such as an easy read version, made it difficult for people to understand and follow instructions.

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General details

Local Healthwatch
Healthwatch Knowsley
Publication date
Date evidence capture began
Date evidence capture finished
Type of report
Report
Key themes
Access to services
Booking appointments
Cancellation
Communication with patients; treatment explanation; verbal advice
Follow-on treatment and continuity of care
Remote appointments and digital services
Written information, guidance and publicity

Methodology and approach

Was the work undertaken in partnership with another organisation?
No
Name(s) of the partner organisation(s)
None
Primary research method used
Survey
If an Enter and View methodology was applied, was the visit announced or unannounced?
N/A

Details of health and care services included in the report

Details of health and care services included in the report
Pharmacy
Dentist
General Practice (GP)
Optometry services/opticians
Inpatient care/General inpatients
General outpatients and hospital-based consultants
Community Mental Health Team (CMHT) and specialist MH services
Adult social care, including care packages and social workers
Care home

Details of people who shared their views

Number of people who shared their views
381
Age group
Not known
Gender
Not known
Is the gender identity of people in the report the same as the sex they were assigned at birth?
Not known
Sexual orientation
Not known
Does this report feature carers?
No
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