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People’s experiences during COVID-19

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Our work so far:

Please be aware that due to the current situation around coronavirus (COVID-19) all efforts of local health and care partners are focused on supporting the frontline.

This means, for a time, other programmes aimed at the long-term transformation of services were placed on hold in March 2020. We recognise this means that our ongoing work to develop future proposals for service change will be reviewed once the COVID-19 response has eased. 

We recognise that this pandemic has affected everyone’s lives and we wanted to understand people’s experiences. Thank you to everyone who has attended our virtual events or taken part in our partnership survey. Your insight will help inform our approach to restoration and recovery.  

We recognise that health and care services have had to adapt during this pandemic, and we are keen to continue our ongoing dialogue to understand: 

  • What worked well during our response to the pandemic
  • What we could improve
  • What should our priorities be for the future. 

You can find out more about what people told us in the following sections. For a short overview of the findings, please see our summary report. This brings together all the feedback from the different events and surveys held across the partnership. 

October 2020

The Impact on Coronavirus survey, led by our partners – Healthwatch Stoke-on-Trent and Healthwatch Staffordshire, as well as Stoke-on-Trent City, Staffordshire County Councils and the NHS – helped us with an understanding of public experience when using health and social care services during the pandemic. 

The report made several recommendations for the health and care partnership to take forward, including communication, support in health and social care, treatment pathways and appointment systems, as well as appropriate and timely care of mental health patients. This report was discussed by the ICS Partnership Board in December 2020 and our system response is attached.

September and November 2020

During Autumn 2020, we attended a range of community meetings to gather feedback from both members of the public and local groups on people’s experiences during the pandemic. You can view the full report of findings here.  

August 2020

In August 2020 we held a stakeholder event with over 70 delegates from local partners, patient groups and health and care staff. This was our first event to listen to people’s experiences during the first wave of the COVID-19 pandemic and understand people’s priorities as we began to restore services following the first wave of COVID-19. 

Priorities identified include restoring services, effective patient communication, mental health and wellbeing, and access to services. Participants also wished to keep some of the new ways of doing things. Although accessing care digitally was found to be a challenge by some, others wish to continue this approach post-pandemic, with reduced travel cited as a real benefit. Some staff members also mentioned remote working as a welcome way forward. 

Following the latest wave of coronavirus, we will continue to listen to people’s experiences as we seek to restore services over the coming months.

TWB covid reports presentation