What is working well - snapshot

Towards the end of 2020 Healthwatch Merton decided to explore what had been working well across Health and Social care during the pandemic. Another aspect of this work was to ask people whether they had started connecting digitally since April 2020 and what support was still needed to help overcome the challenges of staying online.

An online survey invited Merton residents to share what had been working well remotely with health (e.g., 111 A&E Bookings and pharmacy delivery services), social care and community services (e.g., digital consultations and over the phone). Examples of good practice were also shared about people’s experiences or those of someone they care for. Alongside the online survey Merton also sought examples of what was working well through the virtual outreach programme it carried out with the Patient and Public Engagement Manager (Merton) from NHS South West London CCG.

57% said they were happy with their access to GP services. 39% said they had connected digitally since April 2020. 36% said they need more support with getting online and staying safe.

Recommendations:

1. Services should be adaptable enough to deliver via the most appropriate method in any individual circumstance, and proactive about ascertaining which method that is.
2. The barriers blocking those who are excluded need to be addressed and could inform a Merton wide digital strategy/plan
3. Hold a Merton Digital Summit