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Surrey County Council commissioned Healthwatch Surrey to extend their research among self-funders, care arrangers and carers to understand more about behaviours, motivations and attitudes in planning for care. This phase focused specifically on understanding how people became care home residents.

This report provides insights into local people’s views on, and experiences of, health and social care services in East Surrey. It is based on what people have told us at a series of engagement events during our East Surrey Spotlight month in January 2025.

In addition to speaking to people at these events, people have also shared their experiences of health and social care services through our Helpdesk, Independent Health Complaints Advocacy service, Giving Carers a Voice’ engagement, online Feedback Centre and postal submissions.

Healthwatch Surrey were made aware of service provision concerns amongst some patients at The Molebridge Practice following a change in ownership arrangements. Surrey Heartlands Integrated Care Board (ICB) were keen to know more about these concerns and to offer some reassurance to patients. They therefore commissioned Healthwatch Surrey to engage with local residents and to provide information and signposting related to the departure of Aspire Medical Health and new arrangements.

In February 2024, we reported on a survey we ran with patients of Glenlyn Medical Centre. We conducted another survey in late 2024 to see if patients felt progress had been made in line with our recommendations. This report summarises what patients told us. We have been having ongoing discussions with Glenlyn Medical Centre and Surrey Heartlands ICB to discuss an action plan to address our recommendations, and will continue to work with them on this.