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. We are independent and have statutory powers to make sure decision makers listen to the experiences of local people.
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 provides insights into local people’s views on, and experiences of health and social care services in Surrey Heath and Farnham. It is based on what people have told us at a series of engagement events in the area, as well as enquiries to our Helpdesk, between October 2024 and March 2025.
We visited Jasmine House in March 2025 and spoke to the home manager, the service manager, 1 of the individuals who uses the service and 5 family members. We left paper copies of a survey and asked the manager to send the survey to the family members who were not present to get their impressions of the service. We heard from 2 further family members.
Our report relates to findings observed on the specific date we visited. It is designed to highlight the themes we heard about and includes quotes to provide context on these themes.
We also include our recommendations.
In March 2025 the The Palliative and End of Life Care Commission called for evidence from patients, relatives and carers. Healthwatch Surrey champions the voice of local people to shape, improve and get the best from NHS, health and social care services. As such, we were keen to submit evidence to the commission demonstrating the experience of palliative care of Surrey residents.
Our Latest News...
Healthwatch Surrey – utilising resident insights to support our system partners
At Healthwatch Surrey we provide information and signposting to local residents to support them to get the help they need. … Read more
We are recruiting: Information and Admin Officer post – closes 9 June 2025
Are you a proactive, self-motivated individual with excellent attention to detail? We are recruiting for an Information and Admin Officer. … 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