April 2021 - what have we been hearing?

Healthwatch Sheffield’s April 2021 briefing highlighted feedback about Covid-19 vaccinations, GP services, dentistry, mental health care, hospitals and residential care settings. Overall, people reported very positive experiences of the Covid-19 vaccination programme, praising efficient organisation, short waiting times and friendly staff. However, some concerns were raised where vulnerable individuals experienced difficulties accessing vaccination appointments or obtaining a second dose because of administrative issues.

Feedback about GP services was mixed. Some patients praised supportive clinicians and the efforts practices were making during the pandemic. However, others reported long waits on the telephone, difficulty registering with a GP and challenges obtaining appointments. Concerns were also raised about continuity of care, with patients receiving differing advice from different doctors, and some people felt unsupported when seeking help with ongoing health problems. In addition, a small number of patients reported dissatisfaction with how complaints were handled and lacked confidence in raising concerns. 

Mental health services generated a number of concerns. Parents of young people using Child and Adolescent Mental Health Services (CAMHS) reported delays accessing treatment and a lack of confidence in complaints processes. Adults accessing mental health services described missed appointments, unreturned calls and difficulties building trust with services during the pandemic. Healthwatch also heard concerns from family carers who felt excluded from decisions about relatives’ care, including decisions relating to hospital discharge, care home placements and mental health treatment, despite having important knowledge of the person’s needs.

Feedback about hospitals and dentistry was varied. Hospital patients generally reported high-quality care and praised staff for being friendly, caring and supportive. However, some people experienced difficulties accessing interpreters or felt communication could be improved. Dental access remained challenging for some residents, particularly those seeking NHS treatment or continuation of care delayed by the pandemic. Concerns were also raised about communication within some care homes, including visiting arrangements and involvement of families in care decisions. Overall, communication, access to services and involvement of carers remained key themes throughout the feedback received.