Agenda item

Briefing Note of L-A Howat, Service Manager, Healthwatch Coventry

a.  Housing with Care – Enter and Views report

b.  NHS Survey report

The board received a Briefing Note and presentation from the Service Manager, Healthwatch Coventry regarding an overview of the Enter and Views report and the NHS App Report.

Enter and Views Report

Healthwatch Coventry carried out Enter & View visits across 11 Housing with Care schemes in Coventry during late 2024, early 2025.  The aim was to understand residents’ experiences of living in Housing with Care – focusing on independence, safety, communication, wellbeing and the quality of care and environment.

Visits were undertaken across 11 Housing with Care schemes and overall residents reported feeling safe, supported and able to maintain their independence.  However, several issues emerged.  Communication remained inconsistent with some residents unable to access information easily or lacking accessible formats. Staffing continuity also affected confidence, particularly at night and some residents were unsure how to express concerns or preferences. 

Environmental challenges were noted, including reliance on single lifts, inconsistent building condition and variation in the usability of communal and dining spaces.  Food quality, availability, and affordability varied significantly across schemes.  The numbers of younger residents with complex mental health needs was highlighted, which placed pressures on service models and staff capability.

The majority of residents were broadly positive about their care.  The findings pointed to important opportunities to strengthen communication, accessibility, activity provision, staff continuity and support for mental health.  Healthwatch would review progress at 3 and 6 months.

Findings from the Enter & View visits indicated that several groups of residents may be disproportionately affected by health inequalities within Housing with Care settings.

NHS App Report

The NHS App Report 2025 presented the findings of a community-focused survey undertaken to understand how residents across Coventry use the NHS App.  The App was available to anyone aged 13+ and registered with a GP, was promoted nationally as an easy way to manage healthcare tasks. However, local experiences varied significantly depending on GP practice systems and digital confidence.

The NHS App Report 2025 summarised feedback from Coventry residents on their experiences using the NHS App.  The survey explored how widely the app was used, how easy people found it and what barriers or improvements were needed.

Data was collected between October and December 2025 using an online survey and extensive face to face outreach at community centres and foodbanks across Coventry.  246 responses were gathered in total with many participants receiving support to download or navigate the app.

The report showed that the NHS App could unintentionally widen health inequalities in Coventry.

The Board questioned Healthwatch representatives and received responses on the following:

• That there were no requirements for housing with care establishments to provide food and residents were responsible for providing their own. Many had family who brought food for them.
• Communication with GP’s and that there would be a further report on the NHS App focused on GP’s to avoid the need for multiple apps and duplication.

The following to be added to the work programme:

• Healthwatch’s follow-up report on the NHS App to be tied in with the item on Digital Access to Health.

RESOLVED that the Health and Social Care Scrutiny Board (5):

1. Note the update by Healthwatch Coventry relating to Overview of Enter & Views and NHS App Survey Report.

2. Support the recommendations identified by Healthwatch.