Healthwatch Surrey Annual Report 2013/14...Annual Report 2014 6 Background...
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Healthwatch Surrey Annual Report 2013/14 9 Page 79
Transcript of Healthwatch Surrey Annual Report 2013/14...Annual Report 2014 6 Background...
Healthwatch Surrey Annual Report 2013/14
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Page 79
© Healthwatch Surrey 2014
The text of this document may be reproduced free of charge in any format or medium providing that
it is reproduced accurately and not in a misleading context.
The material must be acknowledged as Healthwatch Surrey copyright and the document title
!"#$%&#'()*+#,#)-+%,')".,-/)0.-#,%.1)+.!)2##3)%'#3-%&#'4)"#,0%!!%53)6,50)-+#),#!"#$-%7#)$5"/,%8+-)
holder must be sought.
Any enquiries regarding this publication should be sent to us at [email protected]
You can download this publication from www.healthwatchsurrey.co.uk/annual-report
This Annual Report will be made available to the public through a variety of means and formats including:
9) On our website: www.healthwatchsurrey.co.uk/annual-report
9) Printed copies: available at local events or on request from our helpline: 0303 303 0023 or email: [email protected]
9) Dissemination through stakeholders9
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1
Contents
Contents
2 Chairman’s welcome
4 Introduction
6 Background
8 Our statutory activities
10 Community research and engagement
14 Evidence and insight
20 :365,0.-%534)!%83"5!-%38).3').'7%$#
24 Looking ahead
26 Governance
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Chairman’s welcome
I am delighted to !"#$%&'()*#+)*,$-#*Healthwatch Surrey Annual Report. Much has been accomplished in the last year.
*#)155;)65,<.,')-5)2=%1'%38)53)-+#)<5,;)-+.-)
has started but we know there is still much to
do in pursuing our vision:
‘To improve health and social care services
and outcomes for people in Surrey’.
*#)6=,-+#,)-+%!)2/)2#%38).3)%3'#"#3'#3-)
consumer champion ensuring that the voices
of consumers and those who use services in
Surrey reach the ears of the decision makers.
The recent changes in the Health and Social
Care environment in Surrey have been
!=2!-.3-%.14)<%-+).11)".,-!)56)-+#)!/!-#0)
having to come to terms with new working
,#1.-%53!+%"!4),#!"53!%2%1%-%#!).3')%3-#,.$-%53!()
For many of the new types of organisations
-+#,#)<#,#)1538)1#.'>%3)"#,%5'!4).115<%38)
time to think through and shape operations
ahead of the formal change-over date at the
beginning of April 2013. Healthwatch Surrey
+.')35)1#.'>%34)!5)-+#)".!-)/#.,)+.!)2##3)53#)
of laying the foundations on which to build an
#66#$-%7#)?75%$#)56)-+#)$53!=0#,@4)-+.-)<5,;!)
with the system while being independent
6,50)%-4).3')65$=!#!)53)+#1"%38)-5)2,%38).25=-)
positive change.
The Healthwatch Surrey service commenced
in April 2013 and an independently governed
Community Interest Company (CIC) was
formed in October 2013. It was a privilege to
2#).!;#')-5)2#$50#)-+#)$50".3/@!)&,!-)A+.%,4)
but I must pay tribute to my colleague board
0#02#,!4)-+#)!-.66).$,5!!)-+#)5,8.3%!.-%53)
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.3')5=,)8,5<%38)3=02#,!)56)751=3-##,!4).11)
56)<+50)+.7#)$53-,%2=-#')!%83%&$.3-1/)-5)
building our operations and developing the
vision and plans to ensure Healthwatch Surrey
6=1&1!)%-!)"5-#3-%.1(
Our work since incorporation is covered in
this report. It demonstrates how we have
started to listen to consumers to gain a better
understanding of people’s experiences of
health and social care in the County. These
represent the start of a growing databank of
;35<1#'8#).3')%365,0.-%534)<+%$+)%!).1,#.'/)
enabling us to share objective and data-driven
evidence with system partners and so prompt
and contribute to improvements in health and
social care services.
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<.!)357.-#')-5)H#.1-+<.-$+)I=,,#/)A:A4)
meaning that from this point the Healthwatch
Surrey service is fully the responsibility of
-+#)$50".3/4),.-+#,)-+.3)-+#)5,%8%3.1)-#3'#,)
partners. This is a responsibility we take very
seriously and will discharge to the best of our
combined abilities.
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challenging and my thanks go to Surrey
County Council for the substantial support and
encouragement provided to us. This has come
through both its Healthwatch commissioning
team and through the leadership Council
0#02#,!).3')56&$#,!)+.7#)!+5<34)".,-%$=1.,1/)
%3)-+#)I=,,#/)H#.1-+).3')*#112#%38)K5.,')
and Surrey Health Scrutiny Committee.
Great encouragement has also come from
the leaders of Surrey’s health and social care
commissioning and provider organisations.
They have welcomed us and are increasingly
recognising the important role Healthwatch
Surrey can play as their independent and
52L#$-%7#)?$,%-%$.1)6,%#3'@())D),#M#$-%53)56)
this is the growing number of requests for us
to participate in forums where our consumer
perspective can help colleagues across the
!/!-#0)0.;#)05,#)"5!%-%7#4),#1#7.3-).3')
rapid progress. Earning and maintaining your
trust and building on these relationships is
$,%-%$.1)-5)5=,)6=-=,#4)2=-)05,#)%0"5,-.3-1/4)
we believe it is vital to the future success
of the Surrey health and social care system
itself.
:)<5=1')1%;#4)-+#,#65,#4)-5)-+.3;)#7#,/53#)<+5)
has helped Healthwatch Surrey to establish
itself over the last year. Above all I single out
the people of Surrey who have shared with
us their experiences of health and social care
services in the County. It is you that we serve.
Peter Gordon, Chairman
‘To improve health and social
care services and outcomes for
people in Surrey’
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Introduction
Introduction
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We are the consumer champion for health and social care in Surrey.
*#).,#)+#,#)-5)%0",57#)+#.1-+).3')!5$%.1)
care services and outcomes for people in
I=,,#/()*#)'5)-+%!)2/)2#%38).3)%3'#"#3'#3-)
consumer champion ensuring that the voices
of people in Surrey reach the ears of the
decision makers.
*#).1!5)+.7#)-+#)"5<#,)-5)?#3-#,).3')7%#<@)
health and social care services across Surrey
<+#,#)-+#,#)%!).3)%'#3-%&#')".--#,3)56)%!!=#!)
or concerns as well as produce reports and
,#$500#3'.-%53!)-5)%3M=#3$#)-+#)<./)
services are designed and delivered.
*#N)
enable people to share views and concerns about local health and social care services
",57%'#)#7%'#3$#>2.!#')6##'2.$;)-5)$500%!!%53#,!).3')",57%'#,!)-5)%3M=#3$#4)%365,0).3'4)
%6)3#$#!!.,/4)$+.11#38#)'#$%!%53!).3')"1.3!
",57%'#4)5,)!%83"5!-)-54)%365,0.-%53).25=-)15$.1)!#,7%$#!).3')+5<)-5).$$#!!)-+#0(
Our values
9) Approachable
9) Responsive
9) Collaborative
9) Courageous
9) Ambitious
9) Constructively challenging
9) Open and transparent
9) Clarity of purpose
9) Leading and promoting change
9) Equality
Eight principles guide us in our work:
9) Our work is of a high quality
9) *#)65$=!)53)-+#)3##'!)56),#!%'#3-!
9) *#)'5)35-)0.;#)6.1!#)",50%!#!
9) *#)$500=3%$.-#)<+.-)<#)&3'
9) *#).%0)65,)%0",57#0#3-)56)!#,7%$#!)
9) *#)2#1%#7#)!+.,%38)855')",.$-%$#)%!)2#3#&$%.1)
9) *#).'75$.-#)65,)"5!%-%7#)$+.38#
9) B=,)"=,"5!#)%!).''#')7.1=#)35-)&3'%38)6.=1-
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Background*#).,#)53#)56)COE)15$.1)H#.1-+<.-$+)
organisations set up as a result of the Health
and Social Care Act 2012.
The Healthwatch Surrey service started
in April 2013 with a contract awarded by
I=,,#/)A5=3-/)A5=3$%1)-5)H#1")P)A.,#4)I=,,#/)
Independent Living Council and Citizens
Advice Surrey. The contract included setting
up an independently governed Community
Interest Company (CIC). The Healthwatch
Surrey CIC was formed in October 2013 and
the contract was novated to Healthwatch
Surrey CIC on 1 April 2014.
*#)<5,;)<%-+)-+,##)".,-3#,!)-5)'#1%7#,)-+#)
Local Healthwatch service in Surrey:
Citizens Advice Surrey provides face-to-face
%365,0.-%534)!%83"5!-%38).3').'7%$#)7%.)%-!)
network of 12 Citizens Advice Bureaux (CABx)
and outreach services across the county.
Help and Care is responsible for evidence
and insight. They collate information about
".-%#3-4)!#,7%$#)=!#,).3')$.,#,)#Q"#,%#3$#)
.3')7%#<!4)'.-.).3')6##'2.$;)6,50)15$.1)
and national sources to identify trends and
themes. Help and Care is also responsible for
",57%'%38)%365,0.-%534).'7%$#).3')!%83"5!-%38)
from the Healthwatch Surrey helpdesk and
website.
Surrey Independent Living Council (SILC)
leads community research and engagement
<5,;4)%3$1='%38),#$,=%-%38)751=3-##,!)-5)
support engagement and enter and view
work.
The three organisations work together
.3')#0"15/).)3=02#,)56)!-.66)<+54)<%-+)
.)3=02#,)56)751=3-##,),51#!4)0.;#)=")5=,)
Healthwatch Surrey team.
Our service operates in a very large and
complex health and social care system in
Surrey. The commissioners and providers of
NHS and social care services includes the
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$5=3$%1!4)!%Q)RHI)A1%3%$.1)A500%!!%53%38)
S,5="!4)53#)RHI)T5$.1)D,#.)J#.04)&7#)
+5!"%-.1)J,=!-!4)53#)0#3-.1)+#.1-+)!#,7%$#!)
",57%'#,4)-+,##)$500=3%-/)+#.1-+$.,#)
",57%'#,!4)CUE)SV)V,.$-%$#!4)53#).02=1.3$#)
-,=!-4)'#3-%!-!).3')5,-+5'53-%!-!4)5"-%$%.3!4)
"+.,0.$%#!4)'50%$%1%.,/)$.,#)",57%'#,!4)
,#!%'#3-%.1)$.,#).3')3=,!%38)+50#!4)
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5$$=".-%53.1)-+#,."/)!#,7%$#!4).'=1-)!5$%.1)
care and children’s services.
Introduction
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WX51#)#7517#')%3-5)3#<)A+%#6)B6&$#,),51#)#0"15/#')
directly by Healthwatch Surrey
Employed by Healthwatch Surrey
Employed by Help & Care
Employed by Surrey Independent Living Council
Employed by Citizens Advice Surrey
People can share their experiences of local services and get information about services through:
9) a dedicated local rate contact number: 0303 303 0023
9) TextRelay: 18001 0303 303 0023
9) IYI)-#Q-)0#!!.8#N)FZO[E)Z\Z)OUU
9) email: [email protected]
9) the website: www.healthwathsurrey.co.uk
9) -<%--#,N)]H*^I=,,#/
9) dropping in to any Citizen’s Advice Bureau in Surrey
Business Manager*
Engagement &
Communications
Manager
Volunteer
and Voluntary
Networks Support
B6&$#,
Engagement
Support
Healthwatch
Ambassadors
(volunteers)
Authorised
Representatives
(volunteers)
X#!#.,$+)B6&$#,
Helpdesk Adviser
Administrator
:3M=#3$%38)
Manager
Healthwatch
Co-ordinator
(Citizens Advice
Surrey)
Healthwatch
Champions (CAB
volunteers)
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Our statutory activities
Our statutory activities
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*#)+.7#)8,5="#')5=,)!-.-=-5,/).$-%7%-%#!)%3-5)-+,##).,#.!N
9) community research and engagement
9) evidence and insight
9) %365,0.-%534)!%83"5!-%38).3').'7%$#
J+#)-.21#)2#15<)!+5<!)+5<)5=,)!-.-=-5,/).$-%7%-%#!)&-)%3-5)-+#!#)+#.'%38!()*#)+.7#)!#,7%$#)
level agreements with each of our delivery partners to lead and deliver all of this activity.
Community research and engagement
V,505-%38).3')!=""5,-%38)-+#)%37517#0#3-)56)15$.1)"#5"1#)%3)-+#)$500%!!%53%384)-+#)
provision and scrutiny of local care services
Enabling local people to monitor the standard of provision of local care services and
whether and how local care services could and ought to be improved
B2-.%3%38)-+#)7%#<!)56)15$.1)"#5"1#),#8.,'%38)-+#%,)3##'!)65,4).3')#Q"#,%#3$#!)564)15$.1)
care services and importantly to make these views known
Evidence and insight
Making reports and recommendations about how local care services could or ought to
2#)%0",57#'()J+#!#)!+5=1')2#)'%,#$-#')-5)$500%!!%53#,!).3')",57%'#,!)56)$.,#)!#,7%$#!4)
and people responsible for managing or scrutinising local care services and shared with
Healthwatch England
Formulating views on the standard of provision and whether and how the local care
services could and ought to be improved; and sharing these views with Healthwatch
England
Making recommendations to Healthwatch England to advise the Care Quality Commission
-5)$53'=$-)!"#$%.1),#7%#<!)5,)%37#!-%8.-%53!)_5,4)<+#,#)-+#)$%,$=0!-.3$#!)L=!-%6/)'5%38)
!54)0.;%38)!=$+),#$500#3'.-%53!)'%,#$-)-5)-+#)A`Aab).3')-5)0.;#),#$500#3'.-%53!)-5)
Healthwatch England to publish reports about particular issues
Providing Healthwatch England with the intelligence and insight it needs to enable it to
perform effectively.
Information, signposting and advice
Providing advice and information about access to local care services so choices can be
made about local care services
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Our statutory activities
Community research and engagementOur community research and engagement activity can be grouped into four key areas:
Conversations and observations
D$-%7%-/)<+#,#)<#)+.7#)2##3)%37517#')%3)$53!=1-.-%53!4)
public events/debates and intelligence collection exercises
%3)5,'#,)-5)2=%1')=")5=,)=3'#,!-.3'%38)56)"=21%$4)".-%#3-)
and carer experience in Surrey
Consumer voice, in"uence and intelligence
Activity where we have brought the voice of consumers
in Surrey to commissioners and service providers or have
provided evidence and information (provided by the public)
-5)-+#).--#3-%53)56),#8=1.-5,!4)$500%!!%53#,!).3')!#,7%$#)
providers.
Communication and liaison
Activity where we have communicated health and
social care information and issues to a wider audience.
J+%!)%3$1='#!)0#'%.)$53-.$-4).--#3'.3$#).-)#7#3-!).3')
presentations.
Awareness and promotion
Activity aimed at raising awareness about the existence and
functions of Healthwatch Surrey.
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Engagement with the public*#)#38.8#)<%-+).3')1%!-#3)-5)<+.-)"#5"1#)
from all parts of the community say so that
we can offer reliable evidence that can be
-,=!-#'():3)-+%!)<./4)<#)+.7#)-+#)$,#'%2%1%-/)
to speak with a voice that is heard and taken
!#,%5=!1/)2/)'#$%!%53)0.;#,!()*#)$.3)531/)'5)
this if people know we’re here. During our
&,!-)!%Q)053-+!4)<#)-+#,#65,#)'%!-,%2=-#')
%365,0.-%534)%3$1='%38).-)57#,)UF)15$.-%53!)
across all 11 boroughs and districts to help
raise awareness about our role. This included
!+5""%38)$#3-,#!4)H%8+)I-,##-!4),.%1<./)
stations and hospitals.
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2=!%#!-)SV)!=,8#,%#!).3')3#.,2/)"+.,0.$%#!4)
community centres and community hospitals
in all 11 boroughs and districts to continue to
,.%!#)5=,)",5&1#).3')-5)!-.,-)8#--%38)"#5"1#!@)
experiences and information about the issues
that are important to them.
Engagement with commissioners and providers:-)%!)$,=$%.1)-+.-)<#)'#7#15").)!-,5384)5"#34)
productive relationship with the organisations
commissioning and providing health and
social care services in Surrey to ensure we
$.3)%3M=#3$#4)%365,0).3'4)%6)3#$#!!.,/4)
challenge their decisions and plans.
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Members and senior managers involved
<%-+)$500=3%$.-%53!4)".-%#3-)#Q"#,%#3$#4)
complaints and public engagement from
.11)!%Q)A1%3%$.1)A500%!!%53%38)S,5="!4).11)
community and hospital service providers and
local councils. These meetings have enabled
us to establish how we will work with each
of them to ensure the best outcome for the
local public.
Community research and engagement
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Our statutory activities
(Engagement with commissioners
and providers continued)
As part of our work with the providers of
RHI)!#,7%$#!4)<#),#!"53'#')-5)!%Q)!#-!)56)
quality accounts and have got involved with a
number of other initiatives including:
9) taking part in the 24 hours hospital
insight project at Ashford and St Peters
Hospital NHS Foundation Trust
9) co-hosting a listening event with Epsom
& St Helier NHS Foundation Trust
9) participating in listening events and focus
groups that were part of the Care Quality
Commission’s new inspections of NHS
Trusts
9) giving feedback based on what people
had told us to the CCG and media during
the process of engagement with the
people of East Surrey as part of the
Better Service Better Value (BSBV) review
56).$=-#)+5!"%-.1)!#,7%$#!)%3)*#!-)T53'53)
and East Surrey.
9) continuing to work with Surrey Disabled
Peoples Partnership (SDPP) and the
Health Scrutiny Committee (HSC) to
improve the experience for people using
Patient Transport Services (PTS)
9) participating in a survey of A&E at East
Surrey Hospital.
VolunteersD1-+5=8+)<#)+.7#).)-#.0)56)".%')!-.664)<#)
could not function without a network of
volunteers. Volunteers support our work by:
9) ",57%'%38)%365,0.-%534).'7%$#).3')
signposting via the 12 Citizens Advice
Bureau in Surrey
9) ,.%!%38)-+#)",5&1#)56)H#.1-+<.-$+)I=,,#/
9) helping to deliver engagement work in
their communities
9) being active connectors in their own
local area
9) feeding back the views of their
$500=3%-%#!).3')15$.1)"#5"1#4).!)<#11).!)
attending meetings
9) supporting Enter & View and PLACE
assessments to providers of care - making
observations and having conversations
<%-+)".-%#3-!4)=!#,!4)$.,#,!).3')!-.66(
D257#).11)#1!#4)5=,)H#.1-+<.-$+)751=3-##,!)
are committed to improving health and
social care services in collaboration with the
Healthwatch team.
*#)+.7#)+#1')-<5)751=3-##,)%365,0.-%53).3')
awareness events where potential volunteers
$5=1')&3')5=-)05,#).25=-)751=3-##,%38)<%-+)
us in an informal group setting. Each session
65$=!#')53)$500=3%$.-%534)$53&'#3-%.1%-/4)
organisational skills and group working.
If you, or someone you know, is interested in volunteering with us please go to:
Email: [email protected]
or phone: 01483 533043
www.healthwatchsurrey.co.uk/content/volunteering-opportunities
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Engagement with the voluntary (third) sector*#)+.7#)'#7#15"#')!-,538)1%3;!)<%-+)
the voluntary (third) sector to increase
awareness about Healthwatch Surrey
with their members and to explore any
opportunities for joint or shared work.
J+,5=8+5=-)-+#)/#.,4)<#)+.7#N
9) given presentations at voluntary
organisations’ groups and meetings
9) attended other organisations’ events
9) called and attended meetings.
Seldom-heard groups*#)!#-).!%'#).)2='8#-)-5)#3.21#)=!)-5)<5,;)
with groups that we are already successfully
involved with and representing some
members of our community whose views
.,#)35-)+#.,')7#,/)56-#34)%6).-).11()*#)+.7#)
commissioned three Surrey organisations
_I=,,#/)c5=-+)d5$=!4)I=,,#/)Y%35,%-/)e-+3%$)
d5,=04)I%8+-)65,)I=,,#/a)-5)=3'#,-.;#)
community engagement work on our behalf
in the following areas:
9) researching the views of young people
9) engagement with black and minority
ethnic communities
9) gathering data and case studies of
people’s experiences when accessing
health care with regard to diabetes and
possible preventable sight loss.
Enter and View and PLACE assessments *#)!=""5,-#')!50#)56)5=,)751=3-##,!)<+5)<%11)
be our Authorised Representatives to carry
out 24 patient-led assessments of the care
environment (PLACE) following requests from
.$=-#4)0#3-.1)+#.1-+).3')$500=3%-/)+5!"%-.1)
provider organisations throughout Surrey.
Our Enter and View powers mean that we
can arrange for our volunteer Authorised
Representatives to observe matters relating
to health and social care services. This could
be as part of a project or to follow up on
%!!=#!)-+.-)+.7#)2##3)%'#3-%&#'()
To prevent duplication with the PLACE
visits we have been part of and the wide
range of Care Quality Commission visits
and inspections that have been carried out
throughout Surrey this year we have not
needed to undertake any Enter and View
activity.
Social MediaTwitter has been an important tool in helping
=!)-5),.%!#)5=,)",5&1#).3')-5)#38.8#)<%-+)
0#02#,!)56)-+#)"=21%$4)!-.;#+51'#,!4)0#'%.)
and others that we may not have otherwise
,#.$+#'()*#),#8=1.,1/)=!#)-<%--#,)-5)!+.,#)
#7#3-!4)3#<!4)5""5,-=3%-%#!)-5)8#-)%37517#'4)
project updates and to gather soft consumer
%3-#11%8#3$#()*#)+.7#)8.%3#').105!-)C4FFF)
65115<#,!)'=,%38)5=,)&,!-)/#.,(
Community research and engagement
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*#)+.7#)2##3)$511#$-%38)'.-.4)!-5,%#!4)
experiences and comments through all of
the activity that we do and we have started
to collate all this information in one place
using our Customer Relationship Management
(CRM) system.
*#)!-.,-#')-+#)/#.,)<%-+)15-!)56)%365,0.-%53)
being collected in many different places and
so we have been working hard to bring it all
together. This is so we can analyse it easily
and produce good reports that provide us
with the evidence we need to take action
when we need to. This has not been an
easy task as we have been scrupulous about
'.-.)!#$=,%-/).3')$53&'#3-%.1%-/).3')<#)
have focussed initially on the importance of
how we collect stories rather than where.
H5<#7#,4).!)-+#)/#.,)+.!)",58,#!!#')<#)+.7#)
increased our focus on collecting the data
in one place and this is beginning to reap
rewards.
Our CRM can securely store all the
information we need and can analyse all the
'.-.4)!-5,%#!).3')6##'2.$;)-+.-)<#),#$#%7#)
into comprehensive reports. This has helped
us to identify some important themes for our
work plan and has provided evidence for our
projects and reports.
Stroke pathway project*#)2=%1-)53)-+#)1#8.$/)56)5=,)",#'#$#!!5,)
5,8.3%!.-%534)-+#)I=,,#/)T5$.1):37517#0#3-)
Network (LINk) and have published a report
56)-+#)&3'%38!).3'),#$500#3'.-%53!)
following their review of stroke rehabilitation
services. The review was carried out using
a new approach developed for Healthwatch
to get a better understanding of the services
and issues for people in Surrey who have
been discharged from an acute hospital after
a stroke.
J+#),#"5,-)%3$1='#')&3'%38!)6,50)-+#)T:R;@!)
‘enter and view’ visits to rehabilitation
units in community hospitals to investigate
standards of care and from talking to
".-%#3-!4)$.,#,!).3')"#5"1#)<+5)+.7#)
,#$57#,#')6,50).)!-,5;#)-5)&3')5=-)-+#%,)
personal experiences of services. The report
took account of national guidance and made
a series of recommendations.
*#)",#!#3-#')-+#),#"5,-)-5)I=,,#/@!)H#.1-+)
I$,=-%3/)A500%--##4)<%-+).)65115<>=")
discussion six months later.
Evidence and insight
Our statutory activities
“The report was well received both within our own association and with
our Commissioner, in our view it is an on-going piece of work and not time
limited. The Stroke Association would like to thank you and Healthwatch
for all your e#orts in the last few months in trying to improve the services
and support for stroke survivors in Surrey”
The Stroke Association
9
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15
*#)+.7#)!+.,#')-+#),#"5,-)<%'#1/).3')
had ongoing discussions with all the
Surrey Clinical Commissioning Groups
(who commission the stroke rehabilitation
!#,7%$#!a4)I5$%.1)A.,#)$500%!!%53#,!).3')-+#)
organisations who run the NHS community
,#+.2%1%-.-%53)!#,7%$#!)%3)I=,,#/()*#)'%')-+%!)
to reinforce the importance of the service
65,)!-,5;#)!=,7%75,!4)$.,#,!).3')-+#%,)6.0%1%#!)
post discharge from acute hospital.
Progress is taking place with improvements
in the experiences for people on the ground
beginning to be part of commissioning plans
but we will continue to monitor the progress
to ensure it happens.
The progress with the recommendations include:
9) Surrey County Council approved funding of
fCCO4gFF)65,)-+#)I-,5;#)D!!5$%.-%53)I-,5;#)
I=""5,-)*5,;#,!)6,50)K#--#,)A.,#)d=3'%38()
J+%!),#"1.$#')-+#)!+5,->-#,0)*+51#)I/!-#0)
funding which came to an end.
9) East Surrey CCG’s Director of Nursing &
Quality visited the stroke services at East
Surrey Hospital and post discharge pathway
to discuss the patient experience of discharge
from the Hospital.
9) East Surrey CCG is considering options from
First Community Health and Care for the
delivery of the community rehabilitation
service in the east of Surrey.
9) R*)I=,,#/)AAS)+.!)%3$1='#'),#$500#3'.-%53!)
from the report in its draft strategic
commissioning plan as some of the
key changes to the current model of
commissioning.
Evidence and insight
“It is important that we
are able to represent
the people of Surrey
using evidence-based
information rather than
relying on hearsay. “9
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Annual Report
2014
16
GP appointments projectIn line with our remit to enable people in
Surrey to share their views and concerns
.25=-)15$.1)+#.1-+).3')$.,#)!#,7%$#!4)<#)
followed up one of the main areas of concern
,#$5,'#')2/)-+#)ADKQ4)5=,)'#'%$.-#')
+#1"1%3#4).3')'=,%38)#38.8#0#3-).$-%7%-%#!)
%3)SV)",.$-%$#!4).3')%37#!-%8.-#')-+#)
appointment booking process for GP surgeries
in Surrey.
*#)+.').)855')-.;#)=")56)5=,)!=,7#/4)<%-+)
over 1100 responses received. The full
,#"5,-)<%11)2#)"=21%!+#')%3)!=00#,)EFCG4)2=-)
initial analysis shows that a large number of
respondents are unhappy with the booking
system at their GP surgery. Frustrations
include:
9) -+#).05=3-)56)-%0#).3')'%6&$=1-/)
involved in phoning for an appointment
“The only way to get an appointment
is to sit by the phone at 8.30 and keep
calling. Today I had to make 65 re-dials
before getting through”
9) the associated costs of calling
“The telephone answering service is so
slow, I ran up a bill from my home phone
of £30 without actually speaking to
anyone”
9) the stresses of queuing for same day
appointments
“ …at 7am you can wait in a queue
stretching out into the car park and you
may or may not get an appointment that
day”
Access for people who cannot telephone
.-)!"#$%&#')-%0#!)'=#)-5)<5,;)5,)!$+551)
,=3!4)5,)<+5)+.7#).''%-%53.1)3##'!)-+.-).,#)
not catered for such as a hearing loop or
wheelchair access to appointment rooms
were also areas of concern.
The most popular methods for booking
appointments were person-to-person
-#1#"+53#)$.11!4)65115<#')2/)531%3#)255;%38()
Nearly 80% of practice managers said that
online booking is available at their surgery
but less than 40% of patients said it was an
available option at their GP Practice.
The NHS England patient online initiative
%!)",57%'%38)6=3'%38)!5)-+.-)2/)D",%1)EFCO)
all GP practices will offer online services
‘as an additional service to the traditional
telephone and face-to-face means of
interacting with a GP practice’. Our survey
!=88#!-!)-+.-)<%-+%3)I=,,#/4)-+%!)%!).3).,#.)
that will need further work either in terms
56)",57%'%38)-+#)!#,7%$#4)5,)%3)#3!=,%38)-+.-)
patients are aware that online appointment
booking is an option.
Twelve percent of comments received were
from patients who just wanted to say how
+.""/)-+#/)<#,#)<%-+)-+#%,)SV)",.$-%$#4).3')
.)6=,-+#,)[h)<.3-#')-5)".!!)53)%'#.!).3')
good practice that they felt worked well in
their surgery.
“Very helpful and polite reception staff. GPs
all go the extra mile to try to understand
and resolve my issues.”
Our statutory activities
9
Page 96
17
“The introduction of telephone consultations
!"#$%&&'$"$()&"*$%&'&+*,-
“Brilliant! I even got an appointment at
7.10am as I work quite a way away.”
“Excellent system for same day
appointments. To see a particular GP, the
appt may be a 2-3 day wait. Works well.”
“My GP Surgery is excellent, it has two
‘surgeries’ per day with a drop in service.
If there by a certain time, you can be seen.”
These and similar comments were used to
',.<)=").)?V.-%#3-)*%!+)T%!-@)65,)255;%38)
.""5%3-0#3-!)<%-+)-+#%,)SV4).)-#0"1.-#)65,)
what patients feel works well.
The volume of responses to this survey and
the number of people providing additional
comments and ideas for service development
show that patients are keen to see
services be successful and to support their
improvement.
The report will be circulated not only to GP
",.$-%$#!4)2=-).1!5)-5)RHI)e381.3')I=,,#/)
and Sussex Area Team who commission GP
!#,7%$#!4)I=,,#/)H#.1-+)I$,=-%3/)A500%--##4)
I=,,#/)H#.1-+).3')*#112#%38)K5.,').3')
Surrey Clinical Commissioning Groups in line
with our remit to provide evidence-based
feedback to commissioners and providers to
%3M=#3$#).3')%365,0)'#$%!%53!).3')"1.3!(
Evidence and insight
9
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Annual Report
2014
18
Complaints Project*#)+.7#)$.,,%#')5=-).3)531%3#)'#!;-5")
!=,7#/4)",50"-#')2/)-+#)H#.1-+<.-$+)
e381.3'),#7%#<)-5)&3')5=-)+5<)#.!/)%-)%!)
-5)&3')'#-.%1!)53)+5<)-5)$50"1.%3).3')
the complaints procedure. The research
looked at the websites of the Surrey Clinical
A500%!!%53%38)S,5="!4).$=-#)-,=!-!4)
$500=3%-/)",57%'#,!4)D02=1.3$#)I#,7%$#).3')
Surrey County Council (who provide adult
!5$%.1)$.,#a)-5),#7%#<)-+#).05=3-4)i=.1%-/)
and usefulness of the information on how
to make a complaint and the complaints
",5$#'=,#4).!)<#11).!)%365,0.-%53)",57%'#')
about support organisations.
Our initial analysis showed that there is
considerable variation between providers.
Following our recent engagement work in GP
!=,8#,%#!4)%-)2#$.0#)$1#.,)-+.-)-+#,#)%!).1!5).)
problem for patients knowing how and where
to complain when they have a problem with
-+#%,)SV)",.$-%$#()D!).),#!=1-4).)!#$53')"+.!#)
+.!)2##3).''#')-5)-+%!)",5L#$-4)-5)155;).-)-+#)
availability and ease of access to information
on the complaints process in GP practices.
B3$#)-+#)!#$53')"+.!#)%!)$50"1#-#'4)-+#)-<5)
parts of the project will be combined into a
,#"5,-)65,)$50"1#-%53)%3)EFCGjCO(
Quality Surveillance*#).,#).3).$-%7#)0#02#,)56)-+#)RHI)e381.3')
Surrey and Sussex Local Area Team’s Quality
Surveillance Group. The group includes
representatives from the Care Quality
A500%!!%534)Y53%-5,)_-+#)RHI)d5=3'.-%53)
J,=!-),#8=1.-5,a4)A1%3%$.1)A500%!!%53%38)
S,5="!4)I5$%.1)A.,#).3')-+#)T5$.1)D,#.)J#.0(
*#).,#).21#)-5)=!#)5=,)0#02#,!+%")56)-+%!)
meeting to raise concerns that we have
heard and to get early notice about potential
quality issues and be part of the discussions
to improve quality.
H#.1-+).3')*#112#%38)K5.,'*#)!##)-+#)H#.1-+).3')*#112#%38)K5.,').!).)
key partner and we aim to actively inform
decision-making and contribute to the
'#7#15"0#3-)56)-+#)H#.1-+).3')*#112#%38)
(Healthy Surrey) strategy.
B=,)A+.%,4)V#-#,)S5,'534)%!)-+#)H#.1-+<.-$+)
Surrey representative on the Board and
other senior staff have attended meetings
%3)EFCUjCG()*#)+.7#)<5,;#')-5)#!-.21%!+)
Healthwatch as a new and positive critical
6,%#3'4)=!%38)5=,)#Q"#,%#3$#).3');35<1#'8#)
based on our engagement with residents
of Surrey and contributing the consumer
75%$#)-5)K5.,')'#1%2#,.-%53!()*#)8.7#).)
presentation to the Board as part of this
approach and received positive feedback
from members.
Our statutory activities
9
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19
Healthwatch England and the Care Quality Commission (CQC)*#)'%')35-)+#.,)5,)!##).3/-+%38)<+%$+)
provided us with any evidence to make any
referrals for investigations to Healthwatch
England or the CQC during 2013/14.
Good work highlighted by
Healthwatch England
The review of stroke rehabilitation services
in Surrey (see page 14) was used to highlight
the good work of Local Healthwatch as part
56)-+#)1.=3$+)56)H#.1-+<.-$+)e381.3'@!)&,!-)
annual report.
*#)8.7#).)",#!#3-.-%53).25=-)-+#),#7%#<)
at Healthwatch England’s annual report
1.=3$+)%3)T53'53()k.-+#,%3#)X.;#)BKe4)A+%#6)
Executive of Healthwatch England said:
“The work done by Surrey highlights the
very real difference local Healthwatch are
already starting to make on the ground.
By tapping in to the experiences of those
receiving specialist stroke treatment, both
in hospitals and in the community, they have
already been able to provide commissioners
and providers with new insight into how to
develop people shaped services.”
Evidence and insight
CQC inspections
The Care Quality Commission (CQC) has
undertaken a radical review of how it
inspects hospitals this year. The new
%3!"#$-%53!)%37517#)!%83%&$.3-1/)1.,8#,)
inspection teams that include clinical and
5-+#,)#Q"#,-!4).3')-,.%3#')0#02#,!)56)-+#)
public. The teams spend longer inspecting
hospitals and cover every site that delivers
acute services.
The views and experiences of local people
also play a vital role in shaping the
%3!"#$-%53!)6,50)-+#)2#8%33%38).3'4)=!%38)-+#)
!-5,%#!).3')#Q"#,%#3$#!)<#)+.7#)$511#$-#'4)
we were able to give the CQC our views
in advance of their inspections of the NHS
J,=!-!)%3)I=,,#/()*#)+.7#).1!5)2##3)%37517#')
in a number of focus groups and attended
the listening events set up by the CQC so the
public can share their views and experiences.
9
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Annual Report
2014
20
:365,0.-%534)!%83"5!-%38)and advice
Our statutory activities
Through our unique partnership with Citizens
D'7%$#)I=,,#/).3')H#1")P)A.,#4)<#)<#,#).21#)
-5)566#,).)-#1#"+53#)%365,0.-%534)!%83"5!-%38)
.3').'7%$#)+#1"1%3#)-+.-)5"#,.-#!)[.0>O"0)
Monday to Friday and a High Street presence
through the 12 Citizens Advice Bureaux
_ADKQa)%3)I=,,#/)6,50)-+#)&,!-)'./)56)5=,)
existence.
T55;%38).-)EFCUjCG).!).)<+51#4).3')
$502%3%38)-+#)&8=,#!)65,)A%-%l#3!)D'7%$#)
Bureaux with those of the Healthwatch
I=,,#/)+#1"1%3#4)."",5Q%0.-#1/)G4ZFF)+#.1-+)
or social care issues / enquiries were
,#$5,'#')6,50)57#,)E4OFF)%3'%7%'=.1)$53-.$-!)
from members of the public under our
%365,0.-%534)!%83"5!-%38).3').'7%$#).$-%7%-/()
The highest numbers of issues raised are
under four main categories:
9) Hospital services (818)
9) Community care (710)
9) I5$%.1)$.,#)_g[Fa
9) S#3#,.1)",.$-%$#)_gOFa()
*%-+%3)#.$+)$.-#85,/)-+#,#).,#)$1#.,1/)
%'#3-%&.21#)!=2>-5"%$!)-+.-).$$5=3-)65,)
!%83%&$.3-)3=02#,!)56)#3i=%,%#!4).!)65115<!N
9) Hospital services – quality of care /
treatment
9) Community care – availability of care /
-,#.-0#3-4)"1=!)$5!-!).3')$+.,8#!)65,)
care
9) Social care (including residential care)
– eligibility (for services) and quality of
care / services
9) General practice – access to GP and
quality of diagnosis / care / treatment
This shows that ‘quality’ is a key concern
for patients / service users across both
-+#)+#.1-+).3')!5$%.1)$.,#)!#$-5,!4).3')%!)
something we have factored into our work
"1.3)65,)EFCGjCO()
Helplinem=,%38)EFCUjCG4)5=,)-#.0)56)+#1"1%3#).'7%!#,!)
,#$#%7#')L=!-)=3'#,)OFF)$.11!()
The health and care system can be very
$50"1%$.-#'4)"#5"1#).,#)56-#3)=3.<.,#)56)
what services there are or how best to access
them. Our helpline advisers assist callers
who:
9) need help to navigate their way through
the complex NHS system
9) want non-clinical information about local
health or social care services
9) <.3-)-5)&3')5=-)05,#).25=-)H#.1-+<.-$+)
9) <.3-)-5)",57%'#)6##'2.$;4)$500#3-!).3')
experiences of local services
9) <.3-)!=""5,-)<%-+)&3'%38)5=-)!#,7%$#!)
available to them
9) want guidance or help to make a
complaint
9) need signposting to another organisation
9) need to be referred to another service
(eg: Citizens Advice or Advocacy)
:6)-+#)#3i=%,/)%!)!-,.%8+-65,<.,'4)5=,)+#1"1%3#)
advisers will give the required information
straightaway. If a caller’s situation is more
$50"1#Q4)5=,)-#.0)<%11)'5)!50#),#!#.,$+)-5)
&3')-+#)2#!-)5"-%53!).3')8#-)2.$;)-5)-+#0)
with the information they need.
0303 303 0023!Text relay: 18001 0303 303 0023
9
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21
All our CAB and helpline advisers abide by
quality standards and research protocols to
maintain the quality and consistency of the
information they provide. They use a wide
range of information sources when giving
information to the public on Healthwatch
matters including:
9) NHS Choices
9) Healthwatch England
9) GOV.UK
9) Care Quality Commission
9) General Medical Council
9) Information from national organisations
and charities and SID (the Surrey
Information Directory).
The majority of callers to the helpline do
so because they know we will record their
experience and use it to identify repeated
%!!=#!4)-+#0#!)5,)-,#3'!)%3).11)-+#)-+%38!)
we hear about. Most people call or email
because they want us to hear their story.
*+#3)"#5"1#)+.7#)+.').)".,-%$=1.,1/)2.')
#Q"#,%#3$#4)<#)531/)8#-)%37517#')%3)566#,%38)
individual assistance when we fear there
might be a real cause for concern for their
!.6#-/()B-+#,<%!#4)5=,)+#1"'#!;)!-.66).'7%!#)
people how to make a complaint or seek
help or support from the organisation they
are unhappy with. If people want to pursue
:365,0.-%534)!%83"5!-%38).3').'7%$#
A caller contacted the helpdesk
.3')'#!$,%2#')+5<)+%!)<%6#4)<+5)%!)
".,."1#8%$4)+.!)2##3).<.,'#')$53-%3=%38)
health care. He explained how she needs
to be reassessed every three months
and the caller wanted to know how he
$5=1')&3').3).'75$.-#)-5)+#1")+%0).3')
his wife voice their views and opinions.
The helpdesk advisor helped the caller to
&3')15$.1).'75$.$/)!#,7%$#!)%3)I=,,#/).3')
select one that best met their needs.
Case study
a complaint and don’t feel able to do that
-+#0!#17#!4)<#),#6#,)-+#0)-5)IeDV)<+5)
provide an Independent NHS Complaints
Advocacy service.
*+#3)<#)$.3)+#1")<%-+)%3'%7%'=.1)#3i=%,%#!)
we do so by offering information advice or
signposting them to other organisations who
can help them.
As well as recording callers’ feedback
-+,5=8+5=-)-+#)/#.,4)5=,)+#1"1%3#).'7%!5,!)
have helped signpost over 100 people to
appropriate organisations who are able
to offer further information and support
appropriate to their needs (eg: Matrix
D'75$.$/4)I5$%.1)I#,7%$#!)K#3#751#3-)d=3'4)
VDTI4)IeDV4)RHI)m#3-.1)H#1"1%3#a(
9
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Annual Report
2014
22
Our statutory activities
Citizen’s Advice Bureau*#)$.3)!=""5,-)"#5"1#)-+,5=8+)6.$#>-5>
face advice in any of the 12 Citizens Advice
Bureaux (CAB) in Surrey.
Each CAB has a Healthwatch Champion who
has been trained alongside CAB managers
and supervisors to recognise a Healthwatch
health and social care issue or experience so
we can capture the information as well as
advise the individual.
During 2013/14 the Citizens Advice Bureaux
%3)I=,,#/).!!%!-#')."",5Q%0.-#1/)E4GFF)
people with health and/or social care related
0.--#,!():3)-5-.14)-+#!#)$1%#3-)%3-#,.$-%53!)
,#!=1-#')%3)57#,)G4OFF)%!!=#!)2#%38),#$5,'#'4)
ranging from straightforward requests for
information (such as details of GPs or NHS
dentists available within an area) to assisting
"#5"1#)<%-+)05,#)$50"1#Q)#3i=%,%#!4)!=$+).!)
exploring the options (and costs) associated
with residential care or caring for someone
remaining in their own home. The majority of
the issues raised related to poor experiences
"#5"1#)+.')<%-+)!#,7%$#)",57%'#,!4)2=-)!50#)
positive stories of very good or excellent
service were recorded as well.
In a small number of cases the client was just
looking for the bureau to provide a ‘listening
ear’ in a face-to-face conversation and
record details of their health or social care
‘experience’ so that this could be passed on
within the Healthwatch Surrey team to play
%-!)".,-)%3)+#1"%38)-5)%3M=#3$#)$500%!!%53#,!)
and service providers to make improvements.
This has happened where people feel they
have either exhausted the complaints process
5,)<+#,#)-+#/)'5)35-)+.7#)-+#).""#-%-#)65,4)
5,)<%!+)-5).75%')-+#)!-,#!!)564)"=,!=%38).)
complaint. The following case study is a good
illustration of this.
9
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www.healthwatchsurrey.co.uk
:365,0.-%534)!%83"5!-%38).3').'7%$#
Case study
A mother called in to her local CAB to tell the story of her daughter’s
poor ante natal care. At 34 weeks of pregnancy her daughter had
complained of a lack of baby movement but was told not to worry. A
6=,-+#,)!$.3).-)Ug)<##;!4)=3'#,)-+#)!="#,7%!%53)56).)L=3%5,)'5$-5,4).1!5)
resulted in no action being taken despite the daughter’s continuing
concerns at a lack of movement. At the 38 week check-up the midwife
$5=1')35-)'#-#$-).)+#.,-2#.-4).3').3)%00#'%.-#)!$.3),#7#.1#')-+.-)-+#)
foetus had died. Following this labour was induced and a still-born baby
'#1%7#,#'()m=,%38)-+#)&3.1)!$.3)-+#)$1%#3-)_<+5)<.!)<%-+)+#,)'.=8+-#,).-)
this time) felt that the radiographer handled things very insensitively and
in a perfunctory manner.
D3)%3i=%,/)%3-5)-+#)2.2/@!)'#.-+)#!-.21%!+#'4).0538!-)5-+#,)-+%38!4)
-+.-)-+#)L=3%5,)'5$-5,).-)-+#)Ug)<##;)!$.3)!-.8#)+.')6.%1#')-5)!+5<)-+#)
scan and discuss the case with his senior. The hospital apologised for
this but said that the daughter had been given the option to have her
2.2/)%3'=$#'4)<+%1!-)-+#)'.=8+-#,)$1.%0!)-+.-)-+#)L=3%5,)'5$-5,)+.')!.%')
that this would be inappropriate. These experiences have exacerbated
",#7%5=!)0#3-.1)+#.1-+)",521#0!4)<%-+)-+#),#!=1-)-+#)'.=8+-#,)%!)35<)
unable to work or go out alone. The client feels that her daughter is too
=3<#11)-5)-.;#).)$.!#).8.%3!-)-+#)+5!"%-.1).3/)6=,-+#,4)2=-)<.3-#')+#,)
story to be heard.
Advocacy*#)<5,;)$15!#1/)<%-+)IeDV)_I=""5,-4)
e0"5<#,4)D'75$.$/4)V,505-#a4)-+#)
Independent NHS Complaints Advocacy
!#,7%$#)",57%'#,)%3)I=,,#/()*#).1!5)+#1")-5)
promote the service and refer people who
contact us about individual complaints if they
may need advocacy.
Information about SEAP can be found on their
website www.seap.org.uk
*#2!%-#Our website includes links to a wide range of
,#1%.21#)%365,0.-%53).25=-)+5<)-5)&3')+#.1-+)
and social care services and their quality.
Visitors to the website can also provide
feedback using an online form that is
reviewed by our helpline advisers.
9
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Annual Report
2014
24
Looking ahead
Looking ahead
9
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25
*#)+.7#)'#7#15"#').)!-,.-#8%$)"1.3)65,)-+#)6=-=,#)'#7#15"0#3-)56)H#.1-+<.-$+).3')65,)
contributing to the improvement of services and standards in health and social care provision
%3)I=,,#/()*#)<%11)",%5,%-%!#).$-%7%-/)-5)5"-%0%!#)7.1=#).3')%0".$-()*+#,#)<#)0.;#).3)
%3-#,7#3-%534)%-)<%11)2#)2.!#')53)5=,)7%!%534).3')2#)&,01/),55-#')%3)#7%'#3$#).3'),#!#.,$+()
B=,)!-,.-#8%$)52L#$-%7#!)65,)EFCGjCO).,#N
H#.1-+<.-$+)I=,,#/)%!)-+#),#!"#$-#'4)-,=!-#').3')$,#'%21#)75%$#)56)-+#)$53!=0#,)
<%-+%3)-+#)+#.1-+).3')!5$%.1)$.,#)!/!-#0)%3)I=,,#/()*#).,#)%3-#8,.-#')<%-+%3)-+#)
system while maintaining our independence from it and our objective perspective.
H#.1-+<.-$+)I=,,#/@!),51#4)6=3$-%53).3')!#,7%$#!).,#);35<3).3')=3'#,!-55')2/)
consumers who readily contact us.
m#$%!%53!)H#.1-+<.-$+)I=,,#/)-.;#!4)-+#)$53-,%2=-%53)<#)0.;#).3')5=,)%3M=#3$%384)
are based on robust evidence and knowledge.
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B=,)$=!-50#,!)%3-#,6.$#)<%-+)?H#.1-+<.-$+)I=,,#/@),#8.,'1#!!)56)+5<4)<+/)5,)<+#,#)
they come into contact with us.
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that enable regular review and updating.
Healthwatch Surrey has comprehensive performance measures in place that clearly
demonstrate how we are performing and assist our continuous improvement.
The Healthwatch Surrey social enterprise has secured a growing and sustainable
future.
9
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Annual Report
2014
26
Governance
Governance
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27
Board membershipThe Healthwatch Surrey Board is made
up of six independent and three member-
nominated Directors.
An independent appointments panel
$53!%!-%38)56)#Q"#,%#3$#')751=3-.,/4)
community and faith sector senior trustees
and chief executives was set up to appoint
-+#)A+.%,).3')&7#)R53)eQ#$=-%7#)m%,#$-5,!()
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751=3-##,!4).,#N
9) Peter Gordon (Chair)
9) Paul Biddle
9) Paul Charlesworth
9) Jason Davies
9) Simon Parish
9) James Stewart
The member-nominated Directors represent
the Healthwatch partners who deliver the
statutory activities. They are:
9) Norma Corkish (Citizens Advice Surrey)
9) Marianne Storey (Help and Care)
9) Richard Davy (Surrey Independent Living
Council).
Equal opportunitiesHealthwatch Surrey is committed to valuing
diversity and working with equality as a core
value.
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and respect and provide an environment
for our staff and volunteers that is free
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=31.<6=1)'%!$,%0%3.-%53()*#)<%11)-.;#).$-%53)
to challenge inappropriate behaviour and
discriminatory practice.
In developing our services to the public we
seek to ensure that access is equitable for
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for clients with disabilities or learning
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none of our policies discriminate directly or
indirectly against any group or individual.
Healthwatch Surrey is an Equal Opportunities
employer.
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Annual Report
2014
28
Governance
FinanceK#15<)%!)-+#)!=00.,/)56)H#.1-+<.-$+)I=,,#/@!)&3.3$%.1)"5!%-%53).-)-+#)#3')56)-+#)/#.,()J+#)
/#.,>#3')&3.3$%.1)"5!%-%53)65,)-+#)$50".3/)<.!).)fC[4ZGF)=3'#,!"#3')<+%$+)-+#)K5.,')<%!+)
-5)$.,,/)65,<.,')-5)EFCGjCO)%3)5,'#,)-5)$.,,/)5=-).11)56)-+#)0.3/)",%5,%-%#!)%-)+.!)%'#3-%&#')%3)
its work plan for the year.
Full year budget (£) Actual to date (£) Variance (£)
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Community engagement and volunteering cost
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1 April 2013 – 31 March 2014
9
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29
.)/0#+1/#(+*2'$$)3*$)4!-#)$)&*%5,()
Healthwatch Surrey (a Community Interest Company):
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Guildford GU1 1RR
A50".3/)3=02#,N)F\ZUZgUE)
Telephone: 0303 303 0023
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9) I=,,#/):3'#"#3'#3-)T%7%38)A5=3$%1N))X#8%!-#,#')56&$#N)D!-51.-4)
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FZ\ZZgF\()J#1#"+53#N)FCG\U)GO\)CCC
The Healthwatch Trademark
Healthwatch Surrey uses the Healthwatch Trademark when undertaking
work on our statutory activities as covered by our license agreement
with Healthwatch England.
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V,5'=$#')2/)H#.1-+<.-$+)I=,,#/4)J+#)D33#Q#4)T5$;<55')m./)A#3-,#4)*#!-')X5.'4)I1/'):3'=!-,%.1)e!-.-#4)S=%1'65,'4)SoC)CXX
June 2014
Have your say
on health and
social care in SurreyAn independent organisation that gives people a voice to
improve and shape services and help them get the best out
of health and social care services.
Healthwatch Surrey:
Enables people to share views and concerns about
local health and social care services
Provides evidence-based feedback to commissioners
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challenge decisions and plans
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local services and how to access them.
Contact us:
Pop into any of the Citizens Advice Bureaux in Surrey
0303 303 0023 (local rate number)
Text Relay: 18001 0303 3030023
FZO[E)Z\Z)OUU)_65,)-#Q-)0#!!.8#!a
www.healthwatchsurrey.co.uk
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9
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