Who are we?
Healthwatch Surrey champions the voice of local people to shape, improve and get the best from NHS, health and social care services. As an independent statutory body, we have the power to make sure decision makers listen to your feedback.
It’s really important that you share your experiences – both good or bad. We passionately believe that listening and responding to your experiences is vital to create health and social care services that meet the needs of people in Surrey.
We can also provide reliable and trustworthy information and signposting about local health and social care services to help you get the support you need.
We are part of a network of over 150 local Healthwatch across the country. Last year, the Healthwatch network helped nearly a million people like you to have your say and get the support you need. So if you need information or are ready to share your experience about health and social care services – please contact us.
Latest Reports and Papers
This report brings together experiences shared with us by people who have proactively contacted our Helpdesk, who we have spoken to at community engagement events, input from local Citizen’s Advice, as well as drawing on reports and projects from within our Luminus team.
Insight bulletin – February 2025
Our latest Insight bulletin highlights the key themes we’ve been hearing about recently from local people. We also highlight our current projects, respond to your feedback about the insight bulletin and share our engagement schedule for the upcoming months.
This report highlights our major impacts throughout our third quarter of 2024/25 (October to December 2024). The report looks at our impact in relation to:
- Providing information and signpost
- Delivering our thematic priorities
- Making a difference at system level
- Involving people in health and social care
- Supporting providers through our Enter and View.
Our Latest News...
Upcoming engagements and events – February onwards
Each month we focus on a different area of the county, visiting venues in local communities to listen to what … Read more
Access to emotional and mental health support for people who have a learning disability
We are exploring access to and experiences of emotional and mental health support for people who have a learning disability. … Read more
![On a dark blue background are the words: Does your GP practice understand? Can you help with our research? We want to better understand access to and experience of GP practices for people who have experienced or are experiencing domestic abuse. Please share your experience through our online survey (with the link and a QR code). Closing date for survey: 31 March 2025. The image also contains icons of an online survey and speech marks. At the bottom of the image is the Healthwatch Surrey logo.]](https://www.healthwatchsurrey.co.uk/wp-content/uploads/2025/01/DA-project-Instagram-.png)
Does your GP practice understand?
We are undertaking research to better understand access to and experience of GP practices for people who have experienced or … Read more
Personal experiences
Supporting people through our Helpdesk
Rosie called the Helpdesk concerned about the lack of support she was receiving from her social worker. Rosie has a physical disability and struggles with her mental health and has a social worker to support her to become more independent in her home. Rosie also disclosed that she was unable to advocate for herself as she didn’t have the required documentation.
The Helpdesk advisor informed Rosie that, under the Care Act, she has a right to have a written copy of her care plan and suggested that she request this, so that she could raise her concerns and request any amendments to be made.
Outcome
The Helpdesk were able to provide Rosie with critical information on her rights that she hadn’t been able to obtain elsewhere. Thanks to the advice provided Rosie felt empowered to request a copy of her Care Plan. She was then able to advocate for herself and have her voice heard by her social worker.
Read more about our impact in our Quarterly impact reports
*Names have been changed to protect identities
Contact our Helpdesk for information and signposting
Advocacy and complaints
Sarah contacted the IHCA following delays in her cancer diagnosis and treatment. Some of these delays – caused due to system failings related to a change in the consultant in charge of her care – fell outside cancer treatment pathway guidelines. Failings could be identified across two separate hospitals, which made the complaints process challenging for Sarah to navigate at what was a very difficult time.
The IHCA were able to explain the complaints process and how it operates when more than one provider is involved. They worked with Sarah to think about what questions she wanted answering and what outcomes she was seeking, and to articulate those in the best way possible. The IHCA drafted the complaint and monitored for a reply, and kept Sarah informed if and when appropriate based on her current health and stage in her treatment journey.
Find out more about the outcomes for Sarah and service providers in our latest Quarterly report.
*Names have been changed to protect identities
Independent Health Complaints Advocacy Service
Accessible Information Standard
In March 2023 we sought clarification from Surrey Heartlands on the duties and responsibilities of the ICB in monitoring the implementation of the Standard. A meeting with Surrey Heartlands representatives followed, and – in November 2023 – we were invited to be part of the new AIS Working Group.
How did we make a difference?
As a direct result of the work of this group an Accessible Information Standard listening event was held in November. At this event we showed a video, created with a parent carer and her daughter who is neurodivergent, highlighting the personal impact of not adhering to the standard. We hope this video will help with awareness and improve compliance – hospitals plan to share the videos as part of staff training and NHS England plan to use the video on their South East region patient experience and involvement futures workspace.
Read more about our impact in our Quarterly impact reports.
Our video about the impact of the Accessible Information Standard