What we’re hearing about Surrey Heath - October 2024

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Summary of report content

Healthwatch Surrey report on insights into local people’s views on, and experiences with, health and social care services in Surrey Heath. It is based on what people told them at a series of engagement events in the area, as well as enquiries to their Helpdesk, between March 2024 and September 2024.

The report covers the following themes:

  • Extended waits for mental health services leading to the need for crisis support
  • Lack of support for carers of people with mental health conditions
  • Use of digital applications at GPs
  • Equity of access to GPs, including booking appointments
  • Lack of information to help people understand their medical conditions
  • Registering with GP practices
  • Effective referral and diagnosis pathways
  • Poor hospital discharge planning
  • Unsatisfactory complaints handling
  • Concerns with long waits in A&E
  • Issues with breast scans
  • Attitude of oncologists
  • Staffing
  • Information about secondary breast cancer

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General details

Local Healthwatch
Healthwatch Surrey
Publication date
Date evidence capture began
Date evidence capture finished
Key themes
Access to services
Administration (records, letters, results)
Booking appointments
Caring, kindness, respect and dignity
Complaints
Communication with patients; treatment explanation; verbal advice
Consent, choice, user involvement and being listened to
Discharge
Prevention of diseases, including vaccination, screening and public hygiene
Remote appointments and digital services
Service organisation, delivery, change and closure
Staffing - levels and training
Waiting times- punctuality and queuing on arrival
Written information, guidance and publicity

Methodology and approach

Was the work undertaken in partnership with another organisation?
No
Primary research method used
General feedback
If an Enter and View methodology was applied, was the visit announced or unannounced?
N/A

Details of health and care services included in the report

Details of health and care services included in the report
Ambulances and paramedics
Community Mental Health Team (CMHT) and specialist MH services
Discharge lounge/ discharge team/ discharge to assess
Emergency department (inc A&E)
General Practice (GP)
Medical imaging, including radiography, ultrasound, MRI and nuclear medicine
Oncology and cancer care
PALS
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