News and reports

As part of the Equality Act 2010 anyone with a disability, impairment or sensory loss has the right to request reasonable
adjustments (the changes a service provider must make to remove or reduce the barriers these people might face). The Accessible Information Standard (AIS) sets out how providers and commissioners of NHS and publicly funded adult social care services should ensure disabled people and people with impairments or sensory loss can access and understand information about NHS and adult social care services. In October 2025 we reported on what people were saying to us about reasonable
adjustments and accessible information in various parts of the NHS; here we take a closer look at GP practices across Surrey.

As part of our Enter and View role, we visited Derby House, a registered care home that supports 6 women who have a learning disability and autism. Ages of residents at the time of our visit were between 40-80. We were shown around by the manager of the home, with input from staff that were on duty that morning. We also met family members of 4 of the people living at Derby House.

We often focus on areas for improvement as we believe this is an important way to bring about positive change, but we’ve also heard some incredible – inherently positive - stories of care, compassion and dedication. This end of year Insight bulletin is dedicated to those.

What people tell us about why Surrey’s library independence courses and community centres go unused.

Due to changes in contractual arrangements early in 2025, Surrey Heartlands Integrated Care Board (ICB) commissioned Healthwatch Surrey to engage local residents and provide Information and signposting realting to the change. We did this in March 2025, and have returned in October 2025 to two venues to ask patients of the practice if they have noticed any changes. This report provides our findings.

As part of our work on access to primary care we wanted to speak to Surrey residents with low vision about their experiences of specialist eye care services, as well as the information and support they receive between appointments and following discharge.

Hillcroft is a registered social care home for men and women over the age of 50 with a learning disability and associated needs.
We were shown around by the manager of the home, with some input from the deputy manager. We were able to speak to another staff member and meet one of the individuals living at Hillcroft. Three staff members completed our staff questionnaire. A family member of one of the people also completed the friends and family questionnaire.

This report highlights our major impacts throughout our second quarter of 2025/26 (July to September 2025). This quarter 677 people shared their experiences with us. Our work covered a wide range of health and social care, including Continuing Healthcare funding, services provided for those unable to leave their home, mental health support for people with learning disabilities, and information provision. The report also highlights the support provided to individuals through our Helpdesk and Independent Health Complaints Advocacy Service.

Our latest Insight bulletin highlights the key themes we’ve been hearing about recently from local people. We also highlight our latest news and opportunities to get involved.

In the past 8 months 55 Surrey residents have talked to us about requesting and trying to access reasonable adjustments and accessible information. They have shared their experiences via our Helpdesk and/ or at community engagement events.

Access to GP services is increasingly through online channels – the NHS App or the GP practice website – but how accessible is this for everyone? The use of AI (artificial intelligence) in general practice is also growing, but how do people really feel about the use of this sort of technology to assist them when dealing with general practice?

We explored whether people who are unable to leave their home are having their needs met by community health and care services.