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

Insight bulletin – March 2024
11/03/2024

Our latest Insight bulletin highlights the key themes we’ve heard throughout March 2024 as well as providing information about how we share our insight and our future engagement sessions. This month we also highlight 2 surveys that we are currently running to gauge local people’s views.

Accessing primary care Insight bulletins Social care

Insight bulletin – February 2024
14/02/2024

Our latest Insight bulletin highlights the key themes we’ve heard throughout Febraury 2024 as well as providing information about how we share our insight and our future engagement sessions.

Accessing primary care Insight bulletins Mental health

Quarterly impact report – Quarter 3 (October – December 2023)
06/02/2024

This report highlights our major impacts throughout the third quarter of 2023/24 (October to December 2023). It focusses on our priority areas including information and signposting, access to primary care, mental health, social care, involvement of people and tackling health inequalities.

Accessing primary care Information and advice Involvement of people Mental health Performance reports Social care

Our Latest News...

In the centre of the page on a lime green background are the words 'We're recruiting: Information and Advice Officer. In the top right hand corener of the page is a lightbulb with the bulb made uo of jigsaw pieces. In the bottom right of the image are the Luminus and Healthwatch Surrey logos.

We are recruiting: Information and Advice Officer

4th April 2024

We are looking for a proactive, self-motivated individual with excellent attention to detail to join our team as an Information … Read more

Set on a dark blue background, at the top left hand corner of the image is an icon of a hospital in pale blue. There is a curve in bright pink just beneath the icon this that cuts across the corner. At the top of the image, in the middle, is a pink box, and within this are the words: We are putting a spotlight on neurodivergent people’s experiences in hospital outpatient services. Underneath this box, are the questions detailed in the body of this post and then beneath this a link to the survey as well as the option to contact us for a paper copy. At the bottom right hand corner is the Healthwatch Surrey logo. This has a pink curve above it.

Finding out neurodivergent people’s experiences of hospital outpatient services

3rd April 2024

Healthwatch Surrey are working in partnership with local organisations and community groups to gather neurodivergent people’s experiences of hospital care. … Read more

The image is all on a dark blue background. At the top, within a pink box are the words: Do you live in Cranleigh or the surrounding area? Underneath, are the words: Have you recently visited your pharmacy or GP practice? Have you been impacted by local changes? In another pink box are the words: Fill out our survey to help us understand more about the needs of local people with a survey icon beside these words. To the bottom right of the image is the Healthwatch Surrey logo with a curve in green above it. Within the image, there is also a green circle with an icon of a medication bottle, and a green circle with an icon of a stethoscope.

Pharmacy closure in Cranleigh – have your say in our survey

2nd April 2024

As Healthwatch Surrey, we champion the voice of local people to shape, improve and get the best from NHS, health … Read more

Personal experiences

NHS 111

Stella* was experiencing the symptoms of an infection causing her pain. Due to this and her suppressed immune system she contacted NHS 111 for help. NHS 111 advised her that her nearest urgent treatment centre had reached capacity so she should need to drive for 25 minutes to the next available centre. Stella did this but was told this centre had also reached capacity. She took the tests and, when seen by a nurse, she was told they couldn’t prescribe antibiotics because of her suppressed immune system. The urgent treatment centre advised her to go to A&E instead. At A&E Stella had a further 3 hour wait and a repeat of all the tests. The receptionist then told Stella that she could have just walked into hospital and did not need to contact 111 first.

Our Helpdesk advisor contacted the Practice Plus Group, who run the NHS 111 service in Surrey, to clarify the information Stella had been provided and the patient experience team requested Stella’s details so they could investigate further. The Practice Plus Group then contacted Stella, apologising for her poor experience and to inform they have started an investigation to understand what improvements can be made. They also provided some advice to Stella regarding support she can get from her GP to continue her care.

*Names have been changed to protect identities

Covid booster

Arthur* was seeking support in booking a Covid-19 vaccination for his wife who was unable to leave her home due to ill health. He had previously booked through his GP practice however, the practice no longer offered this and did not provide an alternative option. We advised Arthur to contact the vaccination helpline 119, however after trying for a couple of days, he was unable to get through. Our Helpdesk Advisor contacted the 119 advice line on behalf of Arthur and confirmed all of the information he required to get a vaccination booked for a home visit and also to confirm the right numbers to press to navigate the automated system and speak directly with an advisor and book the appointment. This information was then passed on to Arthur. “Thanks to your clear precise instructions I’ve at last managed to start the booking procedure. Apparently, the NHS covid vaccination booking service will now get back to us to confirm a time and date.” Following this Arthur was able to book a suitable appointment for his wife.

*Names have been changed to protect identities

Accessible Information Standard

We spoke to Harriet* at an engagement event. She was upset about the support she was receiving for her mental health as she felt she was being “bounced around between this place and that place, it makes me feel irrelevant.” Harriet also explained she had a health condition and needed to visit the hospital. However, she didn’t receive hospital appointment letters in Easy Read even though she had asked for this, and this meant she sometimes missed appointments as she didn’t understand the letters. She also said that when she did get to appointments, she sometimes found it hard to understand what was being said to her.

We gave Harriet some information about other support groups and advocacy services that could help her. We also contacted the hospital. They confirmed that they had now changed Harriet’s records to show that she needed information in Easy Read. They also arranged for a specialist nurse to accompany her on her next appointment and to chat afterwards about any ongoing support requirements.

*Names have been changed to protect identities