We use a range of channels to meaningfully engage with the public. This includes, but isn’t limited to, public meetings, press coverage, newsletter and email campaigns, an active social media presence and utilising partner channels and this website as a vehicle to engage and inform. Our public engagement  work is used to create strategies for the future and shape the re-design of current services.

Over the past year, we’ve continued to work on two way learning and listening from these engagement touch points, using public meetings to actively engage on subjects that help shape commissioning decisions. This has led to the public helping to shape the new specifications for the community services contract, have an active voice in the new Frimley ICS website, and determine the future of integrated care across Surrey Heath amongst other things.

In addition, we’ve also strengthened ties between the communications and commissioning teams. This has helped to ensure that public engagement is considered as part of project planning and has helped to open up new relationships and engagement opportunities. We’ve also increased the number of times we meet with Healthwatch, enabling us to hear timely independent feedback and experiences that we can then work on as an organisation. This has led to changes within practices, care home settings and the way we engage with our population.

Our commissioning and operating plans including the Frimley ICS operating plan are created with input from the public and shared for discussion throughout the life of the plan. At the September 2018 Public Meeting we looked back at what had been achieved the previous year and discussed the options and plans for the coming year. The feedback from this Public Meeting amongst others was used to shape the commissioning intentions for Surrey Heath and Ash Vale.

Community Services Procurement

Community Services help people get well and stay well either in their own home or as close to home wherever possible.

These services include (but aren’t limited to) Community Nurses, Therapists and Specialist Practitioners who see patients either in their own home or in a local healthcare setting. It also includes the care provided in Community Hospital Beds and at the Diagnostic & Treatment centre located in Farnham Community Hospital. 

Our adult community services contracts end in 2020 and we have the opportunity to think differently about how we deliver community services across Surrey Heath and North East Hampshire and Farnham. We need to continue to meet people’s needs by maintaining quality and improving efficiencies, ensuring we get the best value out of our community services.

We are reviewing local community services to see where we can make improvements. This is particularly important as in recent years we have been working to help support people in or near their homes and away from acute hospitals.

Community services include most services that fall between a GP surgery and a large acute hospital, usually provided in community hospitals, local clinics or in the patient's home.

To date we’ve held a number of public meetings, hosted surveys and focus groups and provided patient questionnaires in a number of settings to help capture views - the feedback has helped to shape the service specifications.


Our local population had the opportunity to complete a short survey on their experience of the current community services. Our engagement targeted all sections of the population served by the CCG via an online survey and with hard copies of the questionnaire. The results of this survey will be incorporated into the planning of future service specifications.

Focus Group

An important aspect of this procurement process is how performance and quality will be measured throughout the duration of the contract.

We invited our Community Representatives to attend a focus group to help develop the patient reported outcomes and experience measures (PROMs/PREMs) that form part of this. We were keen to introduce these as a tool to help assess the quality and experience of care delivered to NHS patients from the patient perspective. The focus group helped to shape the measures we use to review services and will look into the best way of framing the questions to encourage responses.

The focus group began with a detailed introduction to this work and commissioners were present to support and answer questions.

As the procurement is ongoing we will be publish the impact of our engagement work in due course.

Designing the right Emotional Wellbeing and Mental Health service for Children and Young People across Surrey

We asked our public to get involved in shaping and designing services for Children and Young People in Surrey to address emotional wellbeing and mental health needs. Our September 2018 Public Meeting centred around involving our public in this work, this then fed into the wider work which took place across Surrey.

Surrey County Council in partnership with Surrey Clinical Commissioning Groups held a series of events for families, children, young people and professionals to join an open and honest discussion about the future of emotional wellbeing and mental health services for children and young people across Surrey.

The series of workshops ran between 14 January and 22 January 2019 in locations across the county including Staines, Ewell, Caterham, Dorking, Woking, Godalming and Farnham. They were tailored for different groups and provided an opportunity for everyone to contribute to the way emotional wellbeing and mental health support and care is provided for children, young people, families and carers. 

The daytime and evening sessions allowed people to talk about their hopes and concerns regarding the emotional wellbeing and mental health service, identify the challenges and focus on what good care for our children and young people could look like.

Details of feedback captured in the sessions are available here. Views captured from these workshops are being used to create a refreshed strategy that will be presented to the Surrey Health and Wellbeing Board in March 2019 and then shared. This will shape the planning and redesign of current service and the future procurement of services.

View the leaflet here including dates of workshops and news story.

The new strategy is now available (15 March 2019) here.

Healthy Communities

We are currently in the pilot stage of a new community wellbeing programme. This refers to a wide range of initiatives that are focussed on keeping people well and, when they become unwell, helping them access the most appropriate care and support, according to their individual needs.

It means bringing local people, care providers, and voluntary and community organisations together to find ways of keeping members of the community socially and physically active and, when they need a bit of support, making sure they know where to go and who to speak to. When we get it right, people will stay happier and healthier for longer and get better care and support when they need it.

So far we’ve hosted a Public Meeting (15 January 2019) and met with our Public Engagement Group to gather details on what they’d like to see in the community, how they’d like to access this information and most importantly, what is important to them. We will also be hosting a number of workshops with key stakeholders so we can better understand the current offering across Surrey Heath and key areas we need to work on.

We will also be investing time to better understand our population – looking into demographics, index of multiple deprivation scores and ethnic groups. This information, paired with an asset mapping exercise, will help form the basis of a case for change document that will suggest new ways of working moving forwards.

Working with the Nepali Elders Community

We work closely with the Nepali Elders in Surrey Heath; the group consists of around 50 elders who get together weekly. English is not the first language for many of the attendees and we liaise with a number of community leaders who interpret for us to ensure we are able to support them fully. We have supported various bids for funding for the group from organisations such as Healthwatch and Surrey Minority Ethnic Forum to ensure the group could continue to meet. As a result in 2018 Surrey Minority Ethnic Forum funded the sessions until December 2018.

We work in collaboration with group to identify what health and social care issues affect them most and to establish what information they would find helpful and how they would like this delivered. In 2018/19 a programme of talks was organised with various health and wellbeing professionals. This included Health Checks provided via Surrey County Council Public Health Team, talks on  cancer from Cancer Research UK, the work of the Nepali Buddies Service and the Stroke Service at Frimley Park Hospital.

After further discussions the Group have identified that they would like to be informed and engaged more on Diabetes, Dementia and Mental Health and Arthritis. As a result we have organised upcoming engagement opportunities for the Group:

  • A session with the community specialist nurse for Diabetes
  • A session on Dementia and Mental Health issues working with the local Dementia Navigator and Surrey & Borders Partnership Trust
  • A session on Arthritis working in conjunction with a local GP Practice

We have buillt strong relationships with the Nepalese Community in Surrey Heath via our outreach work.

Public Engagement Group

This year the Public Engagement Group (PEG) have been involved in many different projects.

They identified that there are gaps in communicating with younger people and so under Healthy Communities we are undertaking a large scale mapping exercise to identify where and how to communicate with different groups, including younger people in Surrey Heath.

Community Representatives highlighted the need to work more closely with Action for Carers. As a result we have fostered a closer working relationship with Action for Carers and they now attend most Public Meetings.

A member discussed their recent patient story with the Group. This then led to the same member being invited to a Governing Body meeting to present and share more widely to inform the Governing Body.

Community Representatives suggested that we engage more with Healthwatch Surrey Heath Volunteers to inform the work we do. This was actioned and Healthwatch and Healthwatch Volunteers now attend every Public Engagement Group meeting.

The PEG reviewed the need for an Annual Report Summary document and provided feedback on the style and tone. The Group recommended that the word count be reduced; to keep the summary short for more impact; use infographics to convey more difficult messaging and to include the integrated care model. These recommendations were all acted upon.

The Group raised concerns about the lack of understanding across the community on what a Shared Care Record is and its impact on patients. As a result we lined up a speaker from the Personal Health Record team to come and present an overview at our January Public Meeting. This included a live virtual question and answer session via Slido as well as questions being opened to the floor for a two-way discussion.

The Frimley Health and Care website was reviewed and sense checked by the Group. Members submitted their feedback. This information was presented to the Frimley ICS Communications Group and the actions as a result of this review was fed back.

You Said, We Did, So What

The ‘You Said, We Did’ section of the public meetings has proven to be a popular feature with local people, which enables them to learn how their comments and ideas have been incorporated into commissioning decisions. We’ve enhanced this in recent months, moving from a ‘You Said, We Did’ approach to ‘You Said, We Did, So What’ to better emphasize the impact of public input. We present the 'You Said, We Did, So What' at every Public Meeting, it is then uploaded to this website and a digital version is also sent out via our mailing list