Insight Bulletin - October 2024

Healthwatch Surrey analysed its feedback from 140 people gathered through the Healthwatch Surrey helpdesk and community engagement activities. The largest proportion of feedback related to hospitals (31%) and GP practices (28%). 

The report found that access to general practice remains a significant concern. While some people were able to obtain same-day remote consultations, many reported long waits for face-to-face appointments, difficulties seeing their preferred GP and increased anxiety caused by delays. Digital exclusion also remained a challenge, with some older people struggling to use NHS apps and online systems without adequate support. 

Concerns were also raised about the quality of care in secondary care services. Some patients described negative experiences in hospital settings, including communication issues, concerns about treatment decisions and feeling that their views were not always listened to. In contrast, other residents reported highly positive experiences, praising professional staff, good communication and respectful treatment. The bulletin also identified confusion about NHS weight management services, with people reporting a lack of information, unclear eligibility criteria and dissatisfaction with the support available. 

The bulletin highlighted findings from a separate Healthwatch Surrey report on neurodivergent people’s experiences of outpatient services, which involved 70 participants. Key themes included the hospital environment, communication, information, waiting times, appointment length, clinical care and staff awareness of neurodiversity. Overall, the report emphasised the need to improve access to primary care, support people affected by digital exclusion, address concerns about quality of care, and provide clearer information about available health services.