Covid-19: Positive comments and feedback received by Healthwatch

Healthwatch Brighton and Hove produced this briefing in April 2020 to highlight positive feedback received during the early stages of the COVID-19 pandemic. The report showcased examples of how local health and care services had adapted rapidly to restrictions and new ways of working. Patients generally reported positive experiences of remote consultations and praised services for maintaining access to care despite the challenges created by the pandemic.

Examples of good practice included virtual counselling sessions, online neurotherapy, telephone outpatient consultations and remote physiotherapy support. Patients described telephone and video appointments as effective and felt reassured by the continuity of care they received. Positive feedback was also received about renal and haematology services, where patients appreciated proactive communication and clear information about ongoing treatment arrangements.

The report also highlighted Healthwatch's role during the pandemic. Healthwatch produced public information guides on health and social care services, dental services, GP access, prescriptions and mental wellbeing. It regularly updated its website, answered questions from residents, shared information through social media and mailing lists, and established a wellbeing project to contact people shortly after discharge from hospital to ensure they were receiving appropriate support. 

Healthwatch received positive feedback from members of the public, local authority staff, healthcare organisations and the media for its communication and information-sharing work. The report concludes that strong collaboration between Healthwatch, local NHS organisations, the council and community groups helped residents access reliable information and support during a period of rapid change and uncertainty.]