Insight Bulletin - September 2025

Healthwatch Surrey undertook research on people’s experiences of health and social care services across Surrey. The September 2025 insight bulletin is based on feedback from 82 people gathered through the Healthwatch Surrey helpdesk and community engagement activities. Most feedback related to hospitals (44%) and GP practices (27%), with two-thirds of respondents who shared their age being over 50. 

The report found that people highly valued compassionate, efficient care and praised examples of responsive services, including ambulance crews, GP practices and hospitals. However, a significant theme was the failure to make reasonable adjustments for people with disabilities or additional needs. People described difficulties accessing appropriate support for conditions including autism, selective mutism, visual impairment, post-traumatic stress disorder and severe anxiety, with some reporting that these barriers negatively affected their healthcare experiences and outcomes. 

Administrative errors and poor communication also emerged as important concerns. Patients reported cancelled appointments, missing records, delays in providing documentation, and a lack of coordination between services. Some people felt they had to repeatedly explain their circumstances or fight to access services to which they were entitled, particularly those who were housebound or living with complex health needs. 

The bulletin also highlighted two specific pieces of research. A study of sexual health services involved 594 young people from nine colleges and found that outreach sessions improved awareness and use of services. A separate survey on the emotional impact of financial pressures involved 39 residents and found that almost all respondents felt financial concerns were affecting their mental wellbeing. Overall, the report emphasised the importance of person-centred care, reasonable adjustments, effective administration, clear communication and accessible support services.