Quarterly impact report - July to September 2025

Our impact report highlights how our independent and impartial role helps us achieve our impact. This quarter some key examples are:

• In our role as an independent critical friend we were asked to help review and obtain people's feedback on the patient information leaflets provided to patients at Frimley Park Hospital. Our findings directly informed the Patient Information Matron and website team.
• Through amplifying the voices of people who face barriers to accessing support, and those at risk of health inequalities we explored whether people who are unable to leave their own home are having their needs met by community health and care services.
• An increasing number of people have been enquiring about Continuing Healthcare (CHC) on our Helpdesk. We used our independence to meet with the relevant CHC team and also spoke to 2 people about their experience of applying for and receiving CHC funding. We have produced 2 videos and signposting information on our website and in paper form. These will be used when we’re out and about on engagement. These resources have also been shared with various providers across Surrey.
• We have acted as a bridge across sectors through our mental health research - looking at support for those with learning disabilities. Following our presentation of the report at the Learning Disabilities Partnership Board, the Learning Disabilities and Autism commissioning team are reviewing the Annual Health Check template for people with learning disabilities to ensure it better identifies emotional support needs. The Surrey County Council website has been reviewed and the information on the learning disabilities pages has been updated to include more information about mental health in an accessible format. Mindworks Surrey are also looking at the service provision across Surrey and will review how reasonable adjustments can be made across the offer to ensure those with learning disabilities receive support they need.
• Our trusted and impartial role enabled our Independent Health Complaints Advocacy Service to support someone who had concerns about the hospital discharge planning which had been put in place for her husband. She had previously contacted the Patient Advice and Liaison Service (PALS) but had no response to her calls and messages and was unhappy with the written response to a formal complaint she had then submitted. 

We thank everyone who gave their time and shared their experiences with us this quarter.