Quarterly Impact Report (October - December 2024)

Healthwatch Surrey report on the impact they've achieved in quarter 3 2024/25.

The team's work across the quarter includes:

• 105 people supported through the Helpdesk (via website, phone, email, text, WhatsApp)
• 18 people assisted by Independent Health Complaints Advocacy
• 26 community engagement events held
• 510 people engaged with in the community
• 7 reports published
• 332 volunteer hours contributed
• 105 people supported in navigating health and social care services.

The report details the team's impact across different areas:

Supporting Residents in the Community

• 510 people engaged across 23 venues in Surrey.
• Case Study – Lasting Impact:
  • Engagement at Woking Leisure Centre led to unpaid carers accessing vital support through Giving Carers a Voice.

Advocacy & complaints

• 18 people supported through the Independent Health Complaints Advocacy (IHCA).

Impact in line with the team's thematic priorities:

1. Involvement of People

• Neurodivergent Outpatient Experiences in Surrey Hospitals:
  • Survey of 70 residents highlighted barriers in hospital care.
  • Trusts committed to changes, including accessible information improvements and dedicated support areas.

2. Primary Care: Supporting Carers - Ensured GP websites reinstated the carers registration form to help unpaid carers access support.

3. Emergency Care Insights - Findings from engagement at Aldershot UCC and Frimley Park Hospital influenced decisions on urgent care services.

4. Accessible Information Standard (AIS) Improvements - Raised concerns with Surrey Heartlands ICB, leading to:

• AIS Working Group formation.
• Listening event with NHS England and hospitals.
• Awareness videos incorporated into staff training.

There were no recommendations specifically in this report but the team notes that next quarter they will be supporting our partners at Surrey and Borders Partnership NHS Foundation Trust (SABP) with 2 Enter & View visits to mental health inpatient facilities.