Making a difference Report, Surrey

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Summary of report content

Amplifying your voice • Children and Young People’s Partnership board and access for young people, in accessing Children and Adolescent Mental Health Services (CAMHS) and the work with Magna Carta School. • Challenged Adults & Health Select Committee on the provision of information on measuring long term impact on the proposals to reduce Housing Related Support. • Challenged Commissioners on clarity to be clear with people on changes to housing related support. • Healthwatch Surrey feedback was used in CAMHS Quality Review. Escalation • ‘What We’ve Heard’ (WWH) meeting with NW Surrey Clinical Commissioning Group CCG and micro suction service. • Escalation Panel identification of experiences relating to dental changes. • Hospital prescriptions and out of hours. • Surrey and Borders Partnership to share evidence on mental health services in Surrey and CAMHS waiting times. • Quality Surveillance Group (QSG) experiences relating to Surrey and Borders and Mindsight CAMHS service. • Multi-Agency Safeguarding Hub awareness on patient safety, security and hygiene at Abraham Cowley Unit. • Re-commissioning of Sexual Health Services to the Adults & Health Select Committee in Surrey recommendation of a review in the implementation phase, consultation process and lessons to be learned. • Treatment of an epileptic child on the ward at Epsom Hospital. Relationships • Development of working relationships with South East Coast Ambulance Service (SECAmb) Lay Governors and programme managers for the work streams of the Surrey Heartlands Sustainability and Transformation Partnership (STP). • Healthwatch England Network. Empowering people • 3 new information leaflets, 8,200 of which have already been distributed through channels across Surrey. • 2,000 people informed about Epsom & St Helier 2020-2030 proposals. • 486 enquiries through Citizens Advice. • Advocacy service supported 68 individuals. • 2,000 of our leaflets distributed through Surrey Coalition of Disabled People’s network. Projects • Magna Carta school project. • Babcock4s free training for schools for mental health training in schools. • GP Impact Report and impact on practices in area – training and information for patients.

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General details

Report title 
Making a difference Report, Surrey
Local Healthwatch 
Healthwatch Surrey
Date of publication 
Wednesday, 1 November, 2017
Date evidence capture began 
Wednesday, 1 November, 2017
Date evidence capture finished 
Wednesday, 1 November, 2017
Type of report 
Key themes 
Booking appointments
Health and safety
Public involvement
Quality of treatment
Service delivery organisation and staffing
Waiting time to be seen once arrived at appointment
Other information of note about this report 
Good Practice
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
User stories
How was the information collected? 
Visit to provider

Details of health and care services included in the report

Primary care services 
Dentist (non-hospital)
GP practice
Out of hours
Secondary care services 
Child and adolescent mental health services (CAMHS)
Inpatient care
Psychiatry/mental health (hospital services)
Sexual health
Mental health services 
Child and adolescent mental health services (CAMHS)
Learning disability service
Social care services 
Adult social care
Children services
Urgent and emergency care services 
Ambulance services
Other services 
Patient transport

Details about conditions and diseases

Types of disabilities 
Mental health
Social / behavioural
Types of long term conditions 
Mental health condition

Details of people who shared their views

Age group 
Not known
Not known
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Not known
Does the information include carer's, friend's or relative's views? 
Does the information include staff's views? 
Types of health and care professionals engaged 
All care professionals
Does the information include other people's views? 
What was the main sentiment of the people who shared their views? 
Not known

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Yes action has been taken or promised
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
What type of impact was determined? 
Implied Impact
Network related impact

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.