What we’re hearing about Surrey Downs – July 2024


This report provides insights into local people’s views on, and experiences with, health and social care services in Surrey Downs. 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 November 2023 and May 2024.

06/09/2024
By
Access to primary care Mental health Place reports

Our report focusses on 4 key areas:

  • In the Surrey Downs Community
  • Experiences of general practice
  • Spotlight on pharmacy
  • Spotlight on Epsom and St Helier Hospitals.

 

We made the following recommendations – we have not yet had a response from Surrey Downs Health and Care Partnership.

  1. When sending text messages to cancel appointments, information is given about any action a patient must take to follow up on their care.
  2. When a patient gives verbal feedback, that is not able to be resolved there and then, that the GP practice gives options for other routes to feedback about care.
  3. When dealing with patients verbal feedback over the phone, ensure they know who they are speaking to; name and job title.
    Experiences of General Practice/ Poor communication resulting in barriers to care
  4. Clear information given to patients by all members of staff (including clinicians) about processes to book and cancel appointments and follow up appointments.
  5. Written information given to patient at point of referral with clear timeframes about when, how and who to follow up the referral with.
  6. Supporting GP practices to develop a ‘how to’ guide which clarifies the process for obtaining repeat prescriptions in their surgery.
  7. Review Healthwatch Surrey recommendations from the carers discharge report and respond with actions to improve communication to carers in hospital.
  8. Sharing any other actions related to the experiences presented within this report.
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“… after leaving the practice the person on the desk called me, I had literally just left the building and walked past them. I missed the call as my phone was in the bag, I then needed to call back and wait to get through to be able to book the follow up. The processes are nearly there but if I had been told to go to the desk after my appointment it could have been dealt with there and then.”