We continue to work remotely so all feedback for this quarter has been gathered via telephone calls, e-mails, virtual meetings and social media.
We collected 71 pieces of feedback during this quarter, which has increased by 12 from last quarter as we start to see more people using health services again.
The COVID-19 lockdown started in quarter 4 of 2019/20 and continued into this quarter. The Parliamentary Health Service Ombudsman paused its work on NHS complaints on 26 March, which impacted the numbers of people calling us to use our NHS complaints advocacy service.
We also received over 100 responses to our survey that we carried out with Parkinson's UK Swindon and District Branch, the findings of which have been put into our final report.
- We received 35 pieces of feedback specifically related to the impact of COVID-19 which was a mix of positive and negative, with some people saying that services had adapted well, others saying less so and some concerns raised about the issuing of Personal Protective Equipement (PPE)
- We continue to receive feedback about the Prescription Ordering Direct (POD) service. We received a lot of feedback about long delays in getting through but also positive comments about the knowledge and friendliness of staff
- Feedback on SEND service provision and support. There was some excellent feedback about some of the support and services provided, but long wait times for appointments and difficulty getting diagnoses were commented on.
Our priorities for 2020/21
The Healthwatch Advisory Board set our priorities in April 2020 and these were:
- Access to primary care
- Access to mental health services
- Access to social care services
- Self-care, prevention and wellbeing
- We continue to support people to have their say to help improve health and wellbeing services in Swindon