Because we all care: voices of disabled residents and Covid-19

Healthwatch organisations across North East London undertook research on the experiences of disabled people and those living with serious long-term conditions during the Covid-19 pandemic. They surveyed 580 residents to understand the impact of the pandemic on access to information, health and social care services, and the Covid vaccination programme. 

The research found that there was no single approach to communication that worked for all disabled people. Around a third of respondents were digitally excluded, and many reported difficulties accessing information that met their communication needs. Participants highlighted the importance of plain language, Easy Read materials, large print, alternative formats such as audio and video, and personalised communication methods. Many felt that GPs could play a greater role in ensuring people receive information in formats that are accessible to them. 

More than half of respondents experienced disruption to health or social care services during the pandemic. Hospital outpatient appointments, community services and day centres were the most affected, with disruptions having the greatest impact on people with more severe disabilities, those from ethnic minority backgrounds, digitally excluded people and those living with chronic pain. While many respondents praised the quality of care provided by GPs, hospitals, mental health services and home care staff, common concerns included long waiting times, service cancellations, poor communication and difficulties accessing remote services. 

The report recommended improving accessible communication across the health and care system, enabling people to record communication preferences once for use across services, providing more personalised outreach, improving support for people waiting for delayed treatment, and ensuring vaccination and healthcare services are accessible for people with a wide range of physical, sensory and cognitive needs. The findings were subsequently used to inform vaccine programmes, accessible information initiatives and wider service improvement work across North East London.