Hearing every voice - June 2026
In the first stage of this project we collated the experiences that had been shared with us between April 2025 and April 2026 that related to accessibility of complaints or people with additional needs trying to raise a concern with an NHS provider.
The second part of our review included looking at websites for a selection of GP practices and hospitals across Surrey.
Key findings
Navigating the NHS can be challenging for anyone accessing services but particularly for those who have additional needs. From the experiences shared and desk based research our report identifies some key themes including the complaints process and navigating digital platforms.
People's concerns about complaining directly to the service provider, particularly when this complaint relates to their GP practice, but also relating to the concern that their care might be affected.
We will be sharing our report and these findings with the NHS Trusts in Surrey, Surrey and Sussex ICB complaints team and the Parliamentary and Health Service Ombudsman.
“I don’t really want to keep escalating. I just want engagement and being deflected incorrectly by PALS is immensely depressing and immensely reinforcing of the mounting belief that the NHS and all associated bodies have no interest in supporting those in need.”
