What we're hearing about Surrey Heath

Healthwatch Surrey undertook research on local people’s experiences of health and social care services in Surrey Heath. The report draws on feedback collected through community engagement activities in January 2024, alongside experiences shared through Healthwatch Surrey’s helpdesk, advocacy service, feedback centre and postal submissions. No overall participant number is provided. 

The report found that access to general practice remains a key issue, with experiences varying considerably. Some residents reported improvements in telephone access and triage systems, finding them convenient and reassuring. Others described a lack of follow-up after serious illnesses, uncertainty about ongoing treatment and difficulties obtaining information and support, particularly following cancer treatment. 

Support for unpaid carers and people with mental health needs emerged as significant themes. Carers described challenges navigating services on behalf of relatives, difficulties accessing practical support, and a lack of bereavement counselling and other assistance. Residents also reported long waits for mental health services, including support for children and young people, with some feeling that help was only available once their situation had reached crisis point. 

The report highlighted the important role of community organisations in providing support and helping people access digital services such as the NHS App. While some residents benefited from assistance to use digital tools, others found multiple apps confusing or difficult to navigate. Feedback about hospital care was generally positive, particularly regarding treatment at Frimley Park Hospital, but long waits for specialist appointments remained a concern. Healthwatch Surrey recommended that services improve identification and support for carers, work with community groups to help people use the NHS App, and provide clear, regular updates to people waiting for care.