What we're hearing from the residents of Surrey Heath and Farnham

Healthwatch Surrey undertook research to explore local people’s views on, and experiences of, health and social care services in Surrey Heath and Farnham. The data were collected via a series of engagement events and Healthwatch Surrey Helpdesk enquiries received between October 2024 and March 2025. The report covers three key areas: general practice, secondary care, and mental health services.

People’s experiences of primary care were generally positive, citing speedy referrals and proactive care as examples of good practice. Experiences of booking appointments were mixed. Some people were happy with the processes, whereas others said that accessing face-to-face appointments was challenging and wait times were long. Some people also shared concerns around not feeling properly listened to, which they feel means they don’t receive the most appropriate care and treatment.

Issues with secondary care capacity, and knock-on effects on physical and mental health, were often reported. People also said that in-hospital signage can be confusing, and that they experienced issues related to administrative mistakes.

The feedback collected on mental health services suggested that people do not feel confident that any one service is taking responsibility for their care or their treatment.