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. We are independent and have statutory powers to make sure decision makers listen to the experiences of local people.
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
Our 2024 – 2025 annual report ‘Unlocking the power of people‑driven care’ highlights our impact throughout the year supported by our volunteers, with the lived experience of Surrey residents being the driver of our work.
This report provides insights into local people’s views on, and experiences of health and social care services in Surrey Heath and Farnham. 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 June 2024 and December 2024.
This report provides insights into local people’s views on, and experiences of Public Health services across Surrey. It is based on what people have told us at our agenda free listening engagement events, and via our Helpdesk, Independent Health Complaints Advocacy service, Giving Carers a Voice engagement, Combating Drugs Partnership Public Involvement, online Feedback Centre, postal submissions and Healthwatch England’s website.
Our Latest News...
The risks of losing the independent voice – Our response to the Dash review
Earlier this week the Dash Patient Safety review was published. Its recommendations have been incorporated into the NHS 10 Year … Read more
Silencing the independent voice
Reports over the weekend suggest that as part of the NHS 10 year plan local Healthwatch will no longer exist. … Read more
Have your say – take part in our online surveys
So we can hear from as many people as possible, as well as going out to the local community to … Read more
Personal experiences
Supporting people through our Helpdesk
Rosie called the Helpdesk concerned about the lack of support she was receiving from her social worker. Rosie has a physical disability and struggles with her mental health and has a social worker to support her to become more independent in her home. Rosie also disclosed that she was unable to advocate for herself as she didn’t have the required documentation.
The Helpdesk advisor informed Rosie that, under the Care Act, she has a right to have a written copy of her care plan and suggested that she request this, so that she could raise her concerns and request any amendments to be made.
Outcome
The Helpdesk were able to provide Rosie with critical information on her rights that she hadn’t been able to obtain elsewhere. Thanks to the advice provided Rosie felt empowered to request a copy of her Care Plan. She was then able to advocate for herself and have her voice heard by her social worker.
Read more about our impact in our Quarterly impact reports
*Names have been changed to protect identities
Contact our Helpdesk for information and signposting
Advocacy and complaints
Sarah contacted the IHCA following delays in her cancer diagnosis and treatment. Some of these delays – caused due to system failings related to a change in the consultant in charge of her care – fell outside cancer treatment pathway guidelines. Failings could be identified across two separate hospitals, which made the complaints process challenging for Sarah to navigate at what was a very difficult time.
The IHCA were able to explain the complaints process and how it operates when more than one provider is involved. They worked with Sarah to think about what questions she wanted answering and what outcomes she was seeking, and to articulate those in the best way possible. The IHCA drafted the complaint and monitored for a reply, and kept Sarah informed if and when appropriate based on her current health and stage in her treatment journey.
Find out more about the outcomes for Sarah and service providers in our latest Quarterly report.
*Names have been changed to protect identities
Independent Health Complaints Advocacy Service
Accessible Information Standard
In March 2023 we sought clarification from Surrey Heartlands on the duties and responsibilities of the ICB in monitoring the implementation of the Standard. A meeting with Surrey Heartlands representatives followed, and – in November 2023 – we were invited to be part of the new AIS Working Group.
How did we make a difference?
As a direct result of the work of this group an Accessible Information Standard listening event was held in November. At this event we showed a video, created with a parent carer and her daughter who is neurodivergent, highlighting the personal impact of not adhering to the standard. We hope this video will help with awareness and improve compliance – hospitals plan to share the videos as part of staff training and NHS England plan to use the video on their South East region patient experience and involvement futures workspace.
Read more about our impact in our Quarterly impact reports.
Our video about the impact of the Accessible Information Standard