Adult social care - a year in review

Healthwatch Surrey undertook research on people’s experiences of adult social care in Surrey. The review is based on feedback from 65 people collected between March 2025 and March 2026 through the Healthwatch Surrey Helpdesk and community engagement activities. Key themes included care home funding, accessing information and advice, delays to care and carers’ assessments, and the provision of care at home.

The report found that many people struggled to understand how adult social care funding works, particularly in relation to paying for care home placements and what happens when personal funds are exhausted. People also reported administrative problems, including delayed financial assessments, unexpected care home debts and difficulties finding suitable care homes for relatives with complex physical, mental health or dementia-related needs.

Many individuals and carers contacted Healthwatch Surrey because they were unsure how to access support, advocacy or social care services. Delayed or missed care and carers’ assessments were a recurring concern, with some people waiting years for assessments or reporting that support was insufficient despite assessments having taken place. Carers described feeling overwhelmed by caring responsibilities and concerned that their needs were not being recognised or addressed. 

The report also highlighted concerns about care provided at home, including confusion over responsibilities for arranging temporary increases in support and difficulties supporting people who declined services. Healthwatch Surrey recommended continuing public education about social care funding, improving communication about care costs and funding arrangements, and ensuring that information and advice services remain available so that residents and carers can access timely support and guidance.