Social Security client and experience panels research: effects of the coronavirus pandemic on communication preferences – visual summary

COVID-19 safety measures when meeting in person

Buildings

More than three quarters (79 per cent) of respondents said that while restrictions are in place, there should be access to hand washing facilities.

77 per cent said that hand sanitiser should be available.

Over half (55 per cent) said physical distancing should be maintained while restrictions remain in place.

80% of respondents said that from now on, staff and clients should wear a face covering.

Over half said there should be screens or shields for example, at desks (58 per cent).

Suggestions for other safety measures included: spaced-out waiting areas; a one-way system for moving around; sufficient ventilation; and regular cleaning.

“Air flow! There must be better ventilation as otherwise virus particles build up in an environment very quickly. I'd prefer to sit next to an open window and keep my jacket on.” (survey respondent)

“The venue should be clean, door handles, chairs and tables/desks should be wiped down between customers with disinfectant.” (survey respondent)

A few respondents said that precautions such as temperature checks, tests, and proof of vaccination status could also be used.

Home visits

Face coverings were the most frequently mentioned precaution for home visits. Other precautions suggested were:

• hand sanitiser or hand washing;
• maintaining physical distance;
• and suitable ventilation, such as opening windows.

“If Social Security staff were to visit during COVID-19 or in the first year after restrictions relax I think PPE mask and shield would be appropriate for staff.” (survey respondent)

The majority of survey respondents and interview participants said they would still expect some safety measures to be in place after restrictions were eased or removed.

“After the pandemic passes, it could be beneficial to still wear face coverings when meeting face-to-face.” (survey respondent)