What We’re Hearing about East Surrey – September 2024

This report provides insights into local people’s views on, and experiences with, health and social care services in East Surrey. 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 March and July 2024.

Our report focusses on 5 key areas: 

• Experiences of general practice 

• Spotlight on East Surrey Hospital 

• Experiences of Adult Social Care 

• Experiences of CAMHS and mental health 

• In the East Surrey Community 

We made the following recommendations to the East Surrey Health and Care Partnership and the report will be presented at the East Surrey Health and Care Partnership Place Based Committee Meeting in November 2024. 

1. Patients are given clear information by all members of staff at GP practices about the process to book, cancel appointments and to order medication, and about any action a patient must take to follow up on their care (when they are told a GP will follow up).
2. GP practices are given support to develop a ‘how to’ guide clarifying the process for repeat prescriptions in their surgery. This should include clear information when a prescription has been approved and action when rejected.
3. East Surrey Hospital review trip hazards and ensure risk assessments are carried out for hazards and ward equipment ( ensure bedding is fit for purpose). 
4. East Surrey Hospital clinicians are given support to understand the importance of listening to patients and relatives/carers.  
5. Community services review the pathway for the provision of incontinence pads.  
6. Adult Social care is given support to develop a ‘how to’ guide which clarifies the process for obtaining social care, to include clear information about the review process. 
7. Sharing any other actions related to the experiences presented within this report.