GP surgeries have been criticised for ‘a lack of communication’ with patients during the height of the Covid pandemic.
In a report from Healthwatch Isle of Wight (HIW), which looks back on the past year Island health services have faced Coronavirus, the watchdog found a dependence on digital platforms cut off some of the most vulnerable as they had no access to the Internet.
‘Heavy reliance’ on digital methods of communication
Following the sudden increase in Covid cases, GP surgeries across the Island initially stopped face-to-face appointments — which are still not readily available, coupled with a ‘heavy reliance’ on digital methods of communication.
Instead, they were replaced with eConsult, an online platform where patients can describe their symptoms and receive a response within 48 hours.
Mixed reactions from patients
This changed the way patients interacted with their doctors, but was met with mixed reactions.
In the HIW report, one patient said,
“I just filled out the e-consultation form and got a phone call, I didn’t need to make an appointment, it was great”
Whereas another said,
“It is getting ridiculous. Other forms of medical people are seeing us face-to-face, just not my surgery.”
Smith: A picture of health inequality
Joanna Smith, HIW manager said,
“As GP practices were required to change their operating procedures, a lack of communication with the public meant that many people were simply unable to access the health care services they needed.”
Different surgeries also offered different services and paired with the ‘digital exclusion’ of some, Healthwatch said “painted a picture of health inequality – a sad indictment for a small island”.
Confusion over reduced services
Healthwatch has found there is still confusion over the services which have been reduced and a ‘seeming imbalance’ of offerings across the Island.
Going forward, HIW says the online platforms have their place helping surgeries but need to be used in conjunction with normal surgery operations.
The health and social care body has started to look at access to GP services and good practices developed by primary care teams, but also at the problems faced by people who have had problems getting an appointment.
Feedback from patients
Between 1st April 2020 and 31st March 2021, HIW received more than 1,400 pieces of feedback directly linked to Covid — with 657 about GPs and 524 about dentistry alone.
Mental health is another area HIW will be keeping an eye on, as the watchdog expects to see an increase in the number of people asking for health as it has been the ‘unseen victim’ of the pandemic. Joanna said steps must be taken now to ensure the tools and support are in place for when those services are needed.
Listening to the issues affecting Islanders
Over the past 18 months, Joanna said they had listened to the issues that really affected local people, which had never been more important.
She said,
“While the pandemic continues to be far from over, there are lessons we can already learn from the last year and experiences that have shaped us both individually and as a community.”
Community spirit
One thing that has become abundantly clear over the last year, Joanna said, was that as a community the Island is an amazing place to be.
She said,
“The swift way in which every corner of trade, public service and office came together for one greater good of protecting the vulnerable has been awe-inspiring.
“We hope the IW Council and health services continue to work with voluntary sector services and the public to maintain the community spirit which has seen us through such an extraordinary time.”
You can read the Healthwatch IW report here.
This article is from the BBC’s LDRS (Local Democracy Reporter Service) scheme, which News OnTheWight is part of. Read here to find about more about how that scheme works on the Island. Some alterations and additions may have been made by News OnTheWight. Ed
Image: christinawelsh under CC BY 2.0
