What we're hearing about Surrey Downs

Healthwatch Surrey undertook research on local people’s experiences of health and social care services in Surrey Downs. The report is based on feedback gathered through engagement events and enquiries to Healthwatch Surrey between June and December 2024. It focuses on communication and continuity in GP services, delays in referral and treatment, support for people with dementia, and patient experiences of local healthcare providers.

The report found that poor communication and a lack of continuity of care in GP practices were ongoing concerns. Patients described frustration at not being able to see the same clinician consistently, having to repeat their stories, and encountering professionals who were unaware of their personal circumstances. Unpaid carers reported that their caring responsibilities were often not recognised by GP practices, limiting their access to support and advice. Delays in referrals and treatment also caused significant anxiety, particularly when patients were not kept informed about waiting times or progress. 

Support for people living with dementia and their carers emerged as a major theme. Carers described feeling overwhelmed, isolated and poorly supported following diagnosis, with many reporting that practical help and clear guidance were lacking. Some felt that support was only made available during crises, while others raised concerns about dementia awareness among hospital staff. Family members also reported needing more support when deciding whether a relative should move into residential care and adjusting to the changes this brought. 

The report highlighted feedback gathered from work with Glenlyn Medical Centre and research commissioned by Ashtead Hospital involving 21 patients. Patients generally praised Ashtead Hospital’s cleanliness, facilities, staff and quality of care, although some identified issues relating to parking, communication and awareness of complaints procedures. Healthwatch Surrey recommended improving communication about continuity of care in GP practices, ensuring unpaid carers are recognised and supported, and providing more comprehensive support for people living with dementia and their carers throughout their care journey.