Service-user experience of Newham's Covid-19 rapid testing service

Healthwatch Newham undertook a survey of local people to find out their experiences of Newham’s rapid testing services to understand how the council and partners could increase people’s willingness and ability to get tested.  The survey ran from 1 March to 30 April 2021.  268 people responded.

Overall, the results were positive, which indicates the test sites met the needs of most people using the service. Almost half the respondents got tested due to being required/recommended to by work, suggesting employers and workplace policies are an important influence on uptake of testing. The largest group heard about the sites through the Council website, demonstrating how Council information and communications are an important source of local information. Only a small proportion of respondents heard about the sites through local health services or community or faith groups.

Location of test sites was the most cited aspect that could have improved participants’ satisfaction of the service (aligns with convenience as significant factor in service use). Faster registration could have increased satisfaction. Where registration and booking processes are within local control, making these as quick and easy as possible, with minimum data requirements, may increase customer satisfaction and help address data trust issues.

The demographics of participants are not representative of Newham’s population (overrepresentation of women, ages 25-49, and White British groups). This may reflect those who did the survey and/or those who attended the sites. This highlights the ongoing importance of monitoring participation to improve equity of access.