An evaluation of materials co-created to support access to primary care in the COVID 19 pandemic: Presenter(s): Lynsey Brown, University of St Andrews, United Kingdom

BACKGROUND: Throughout the COVID-19 pandemic there has been hesitancy and uncertainty around access to primary care. Systems and processes for getting appointments have often changed and people have sometimes felt like a burden. Public health messaging is key in alleviating these issues. The messages conveyed often do not reach those most in need and can be confusing. Therefore, co-creating these messages with those who are most likely to benefit is necessary. This study reports on the evaluation of the messages and materials developed. METHODS: Evaluation (Phase 3) of materials developed in a three phased co-creation process. The materials developed, including a video, booklets, social media posts and posters, each targeting specific barriers to accessing primary care were evaluated to determine acceptability. Views on style, accessibility, intentions and trustworthiness of both Health Care Professionals (HCP) and the public (with a focus on those at greater risk from COVID-19) were explored. Methods: included an online survey for both HCPs (n=18) and the public (n=13), an offline survey for HCPs (n=4) and telephone interviews with the public (n=5). Qualitative data was analysed thematically, and descriptive statistics conducted for quantitative data. FINDINGS: Members of the public reported the materials helped them feel confident about calling to make an appointment with their GP. Some mentioned learning new things, for example the different roles in the practice. HCPs generally thought the materials would be useful to distribute to patients. Differences between practices may not be portrayed well in the materials. Both HCPs and the public agreed the materials should be endorsed by the NHS to ensure trustworthiness. DISCUSSION: Communication in healthcare is key to ensuring access and support. The co-creation process resulted in clear, useful messages that were generally positively received. Future work considering communication in healthcare may benefit from using a similar collaborative approach.