Quarterly impact report – April to June 2025

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

• In our role as an independent critical friend our Reading Panel dedicated approximately 45 hours to scrutinising the Quality Accounts of 8 different providers, suggesting changes and improvements to ensure clarity and accessibility for all.
• Through amplifying the voices of people who face barriers to accessing support, and those at risk of health inequalities we previously raised our concerns that there was an unmet need for Care Act Advocacy. As a direct result, the Advocacy Partners meeting was created fostering much closer working relationships between advocacy providers and making referral processes for people in Surrey more efficient. This is particularly important for those needing advocacy support, who often have complex health and care needs and experiences.
• We used our independence to gather patient insights about using the NHS non-emergency patient transport service. As a result of this person focussed work, EMED (the provider) have already committed to addressing some of the issues which we raised, including reducing the time people need to be ready before their allocated pick up slot.
• We have acted as a bridge across sectors bringing together 21 key stakeholders, including system partners, GPs and groups representing survivors to review the findings of our domestic abuse and GP practice research. The group worked collaboratively to develop pragmatic and practical solutions to improve access to support and the experience of survivors.
• Our trusted and impartial role enabled our Independent Health Complaints Advocacy Service to support someone who had not received appropriate support or adjustments. As a result of our intervention, the provider accepted that the waiting time for their assessment was too long and acknowledged that insufficient support was provided and adjustments made. The Trust confirmed they have reflected on accessible formats for patients and will ensure consultation within the Trust to correct supportive measures.

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