FAQs

If you have any questions that aren’t listed, please contact us.

General

Healthwatch Surrey is an independent organisation that gives people a voice to improve and shape services and get the best out of local health and social care services.

We enable people to share views and concerns about local health and social care services, we provide evidence-based feedback to commissioners and providers to influence, inform and, if necessary, challenge decisions and plans and we can provide, or signpost to, information about local services and how to access them. We provide the free independent advocacy service for people wishing to make a complaint about poor NHS care.

Healthwatch was set up to ensure that the views and experiences of people across the country were heard clearly by people who run and plan health and social care services.

Activity

We collect people’s views and experiences through a variety of channels, including our telephone helpdesk and people visiting their local Citizens Advice. We aim to hear from all parts of the community, visiting groups as well as meeting the public on the high street and in service locations, like GPs and hospitals. On top of this, we also carry out targeted pieces of community research and service evaluation to find out experiences of particular issues, according to our priority areas, which are driven by what we hear. Everyone’s experiences are kept anonymously and confidential.

We present the evidence we collect to people who can do something about it. This may be people who buy healthcare services like clinical commissioning groups or surrey county council, but also those who provide and lead services, like the Chief Nurse or Director of Quality at the local hospital. We also sit on a number of high level boards who hold oversight of Surrey’s health and wellbeing services.p This allows us to use your feedback to shape and if necessary challenge decisions and plans on your behalf. We also work closely with the CQC, other local healthwatch and Healthwatch England to ensure that your feedback is used to influence national policy and action.

We regularly feedback the experiences we hear to those who buy, deliver or regulate services, which often results in direct action or investigation of the issues we raise.

Each quarter, we put together a report on the outcomes we have achieved for local people. You can find these here.

Impact

Healthwatch have a number of statutory powers or ‘levers’ to ensure that the people who plan, buy, regulate and deliver local health and social care services listen to what Healthwatch has to say. These include: a seat on the Health and Wellbeing Board; the power to refer to Overview and Scrutiny Committee; an annual opportunity comment on Quality Accounts; the power to conduct Enter and View; the power to make recommendations to commissioners and service providers and have these responded to within a time limit; the channel to refer things direct to CQC.  We can also use the media to show our teeth if necessary.

Healthwatch Surrey is completely independent from the NHS and social care services. Everything you share with us is kept confidential and is anonymous. NHS and social care organisations have a responsibility to listen to Healthwatch and the more we hear about local services, the more powerful our voice becomes.

Volunteering

Our volunteers help us to do everything from listening to what local communities think about health and social care to presenting the experiences we collect to NHS and social care bosses. We also have volunteers who undertake Enter & View visits, take part in PLACE assessments, proof read documents and everything in between. If you would like to know more, contact our Volunteer Officer, Natallie Hoare at natallie.hoare@healthwatchsurrey.co.uk or call 07807 685298 – Working PT Tue-Thurs.

Healthwatch Surrey will make reimbursement in respect of all reasonable expenses incurred in connection with Healthwatch related activity, including travelling and other expenses such as public transport, car parking and carer costs incurred in the course of their work and training.

Advocacy

If you would like some help and support in making a complaint you can contact the free independent NHS advocacy service. They will provide you with an Advocate to work with who can help you write letters to the right people, go to meetings with you, help you to explore your options, act on your direction and answer questions to help you make decisions about your complaint.

Yes, we will be your advocate throughout the whole process, to the best of our ability.

Once a referral is accepted as a true complaint the details of the client are sent to an NHS Advocate who will respond directly to the client within 3 working days. If a complaint is sent to an advocate they will respond within three working days.

No, the advocacy service is free to everyone living in Surrey.

You can meet your Advocate anywhere that is mutually convenient; whether this is at a Hub, a Café, College etc, the Advocate can also visit your home.

No, we provide a self-help pack that is free for everyone.

No it should not, if you feel it has then please let us know.

Yes, you are able to change your advocate if you have good reason to do so.

Yes, the Advocacy telephone number is free to call from mobiles.

Once the PHSO has made their final decision, in exceptional circumstances you can appeal this.

No, the Advocacy Service cannot recommend a solicitor, but can find a list of local services for you.

You must submit your complaint within 12 months after the event you wish to complain about or 12 months after you have realised that you need to complain.

No, we cannot help you claim compensation.

Healthwatch Surrey have a contractual agreement with SDPP to run the NHS Complaints Advocacy Service.

If you are still not happy after the Ombudsman has taken action you can get a Solicitor involved and take legal action.

The Ombudsman gets involved after the Local Resolution Pathway has been completed. After this you then have a right to take your complaint to the Ombudsman (PHSO) for further investigation.

You can refer someone to the service with their consent or make a self- referral over the telephone or by filling in a web form.

Your information is securely stored on the Advocacy database. Only Advocates and the manager of the service will have access to your information.

This depends on the person who provided your treatment, but should take around 2 months to get through the first stages. If the complaint goes on to the PHSO this can take in excess of 1 year.

Governance

Healthwatch reports quarterly to the public, to our independent board and to the commissioner at Surrey County Council. All related information is available on the Healthwatch Surrey website. We also produce an Annual Report which is published on or before 30th June each year, which is a report on how we have undertaken statutory activities of Healthwatch for national records.

There are “Member Nominated Directors” from each of our Members (Surrey Independent Living Council, Help and Care and Citizens Advice Surrey).  In addition, there are volunteer independent non-executive directors (currently six), including the Chair, which have been interviewed by and, if successful, nominated by an independent appointments panel constituted by the Members from time to time and made up of trustees and chief executives of experienced voluntary, community and faith organisations.  Directors may not be remunerated for being Directors but can claim reasonable expenses.

A Member may remove any Member Nominated Director appointed by that Member.  The Members together may remove any non-executive director upon the recommendation of the Independent Appointment Panel (see Q17 above).  In addition, individuals cease to be a Director where certain events occur to them e.g. bankruptcy.

The Chair is appointed by the non-executive Directors (not the Member Nominated Directors).  There is no time limit on how long an individual can be Chair.

No, we’re independent. We’re here to represent your voice and we’re completely separate from those providing the service, which means you can be completely honest about your opinions.

No, Healthwatch England works at the national level.  we are a completely independent and separate organistion. They take local experiences of care and use them to influence national policy. Healthwatch Surrey (and the other local Healthwatch across England) signpost people to local health and social care services. We also collect and analyse the experiences that people have of local care to help shape local services. We will then feed views and any recommendations to Healthwatch England to act on at a national level. Together we form the Healthwatch network.

Finance

All Local Healthwatch have core funding by central government via the relevant local authorities.  However, each local authority ultimately determines the amount paid to their Local Healthwatch for the duration of their concession.
In addition, Local Healthwatch are able to generate income from other sources by carrying out particular pieces of work e.g. specific engagement or research activity.