The Future of our Health and Care Services

During the coronavirus pandemic, health and social care services have made many changes to the way they work. Healthwatch Wakefield carried out a survey to find out about the experiences of people during this time, what worked well for them and what didn't.

• Majority of people had been in touch with one or more health or social care services during the pandemic with over 40 different services having been contacted. Most people had contacted the GP services followed by pharmacy, hospital services, NHS111 and the dentists.
• Most people had accessed their appointments over the telephone and were happy with their experience. However, some said that they would have preferred a face to face or a video appointment.  
• People felt people that their telephone experience could be further improved by improving stuff attitude and not rushing through telephone appointments. Some mentioned that it would have been helpful to have been given a specific time for the call.
• Better internet connection and IT skills would have helped some people to have a positive experience of video appointments.  
• While most people could keep in touch with a loved one in a hospital or a care home during the pandemic, some were unable to keep in touch directly.
• People valued the social care services they received during the pandemic which made them feel safe. However, some were concerned about the incorrect or lack of use of PPE by home care staff.
• Most people were able to find the information about health and social care services easily, some had difficulties and others were unable to find the information they needed.
• People have said that telephone and online contact with services is the main thing that they would like to continue after the pandemic. Some however, feel that face to face appointments should not disappear in the future and that normal services should resume as soon as possible.