Insight Bulletin October 2026

Healthwatch Surrey undertook research on patients’ experiences of hospital care across Surrey’s NHS trusts. Between April and July 2026, Healthwatch gathered feedback through hospital visits, community engagement, support groups, faith settings, its helpdesk and a hospital feedback survey. The work included engagement at Ashford Hospital, East Surrey Hospital, Epsom Hospital, ophthalmology services, maternity services, stroke services, carers' groups and community organisations. 

Patients frequently praised the kindness, commitment and clinical skills of hospital staff. However, common concerns emerged around communication, with people reporting unclear waiting times, lack of updates about appointments or transfers, unanswered phone calls and the need to repeat information to multiple staff members. Many said these communication difficulties caused frustration, anxiety and reduced confidence in their care. 

The research also highlighted the impact of system pressures on patient experience. People described receiving care on trolleys and in corridor areas, raising concerns about privacy, dignity and access to basic needs. Feedback also showed inconsistent experiences for people requiring reasonable adjustments, including some autistic patients and people with additional needs. Discharge planning was another recurring issue, with some patients reporting inadequate information about medication, equipment and follow-up support after leaving hospital. 

Healthwatch shared its findings with local trusts, which have already begun implementing improvements. These include reviewing communication processes and waiting time information at Royal Surrey County Hospital NHS Foundation Trust, increasing food and refreshment provision at Ashford and St Peter’s Hospitals NHS Foundation Trust, and enhancing maternity staffing, facilities and discharge information at Surrey and Sussex Healthcare NHS Trust.