How We Engage - Methodologies and Principles


The CCG works in accordance with the NHS England National Guidance that supports staff to involve patients and the public in their work in a meaningful way to improve services, including giving clear advice on the legal duty to involve.


Patient and public participation in commissioning health and care: Statutory guidance for clinical commissioning groups and NHS England.

There are ten key actions for CCGs on how to embed involvement in their work, which are listed below for ease and expanded upon in the guidance:

  1. Involve the public in governance
  2. Explain public involvement in commissioning plans/business plans
  3. Demonstrate public involvement in annual reports
  4. Promote and publicise public involvement
  5. Assess, plan and take action to involve
  6. Feed back and evaluate
  7. Implement assurance and improvement systems
  8. Advance equality and reduce health inequalities
  9. Provider support for effective involvement
  10. Hold providers to account.


As we embed as a single CCG across Surrey Heartlands, a plan of action will be developed with stakeholders and implemented to ensure consistent progress on all ten key actions over the coming years.

You can find out more about how the CCG engages and involves its citizens and patients in particular programmes via the Get Involved section of this website.


Social Research and Public Engagement in service change programmes

Health and care service redesign programmes, whatever their scale, should incorporate a range of core functions/activities to ensure safe, robust and cost-effective delivery of improved, high quality care. These include:

  • clinical leadership
  • financial impact assessments
  • workforce development
  • quality and equality impact assessments
  • information governance
  • communications
  • public and professional involvement and engagement.


pdf Participation Toolkit (1.63 MB)

This toolkit has been designed for Programme Managers across the Surrey Heartlands system to help them consider the value of social research and public engagement so that their programme planning incorporates this function as effectively as possible. It provides information and tools that you can use to check your activity, address any gaps and adapt to your own programme’s needs.

It is also aimed at anyone trying to better understand why effective research and engagement are fundamental to the successful delivery of service improvements.

Not all steps in the toolkit will be relevant to every programme. If in doubt or you just want to talk through options, please Contact Us.


Citizen’s Panels

NHS Surrey Heartlands CCG is part of the wider Surrey Heartlands Health and Care Partnership. This partnership brings local health and care organisations together with councils and voluntary and community groups in order to give staff, patients, their carers, families and members of the public a say in transforming local services whilst supporting everyone to live healthier lives.

This partnership has led to the creation of the Citizen’s Panels, a sample of people who live in Surrey and are able to participate in regular research projects. There are two panels which help inform the health and care services across our area:

  1. A panel that covers the population of the Surrey Heartlands area and is for use by the Surrey Heartlands Health and Care Partnership.
  2. Another panel which covers the whole county and is for the use of the County Council.

Both panels are statistically representative of ‘invited’ residents and are more robust than surveys and consultations that are open to anyone to complete. The panels provide each organisation with its own accurate and responsive tool with which to seek feedback from residents on topics of their choice. Additionally, both panels can be used to quickly recruit participants for focus group or in-depth interviews.

The panel allows the partnership to carry out targeted engagement with residents to help understand the needs of people in more depth which in turn supports organisations to recognise what health inequalities exist and look at ways of tackling these.

For more information about the panel have a look at the Surrey Heartlands Health and Care Partnership website, or Contact Us.



Review Date: 2021-02-12
Review Due: 2021-08-11
Model Publication Scheme Class: Class 6: How we make Decisions

Pond Tail Surgery (Godstone)


Patient Engagement for Future GP Services at Pond Tail Surgery (Godstone)


Background information

Pond Tail Surgery, in Godstone, Surrey, is a well-established practice with a registered list size of 7,263. Uncertainty about Pond Tail practice has arisen since the sad, untimely death of the former, single handed contract holder, Dr Khan-Gilbert.  Current short term, temporary arrangements expire in July and there is now a need to secure the longer-term future for the patient list.


Current situation and actions

  • Delivery of GP Services rely on the availability of premises and current uncertainty surrounding the Landlord’s agreement to permit continued use of the current site means that all alternative options need to be explored before a formal recommendation can be made by the commissioner.
  • A number of actions are being carried out including:
    • Ongoing discussions with the practice landlords regarding both short- and long-term occupancy options. It should be noted that a short-term extension will afford more time to conduct a competitive procurement process should alternative local premises for longer -term occupation be identified.
    • Initiating an independent exercise to understand the likelihood and feasibility of securing alternative potential premises from which to deliver services – which, as above, will inform the feasibility of successful competitive procurement.
    • Ongoing engagement with local practices to explore support requirements in the event that list dispersal becomes necessary.

  • Surrey Heartlands Clinical Commissioning Group (CCG) recognises the concern caused by this uncertainty and acknowledges that patients have the right to choose alternative practices. However, we wish to assure everyone that we will ensure continuity of access to GP care throughout and, in the event that it becomes necessary, we will work with patients to provide advice and support to re-register elsewhere.

  • In summary, there is currently no need for patients to choose alternative practices as Pond Tail Surgery remains open and continues to provide necessary care to its registered list.


Why we are seeking your views

Surrey Heartlands CCG is seeking to understand patient priorities for future service provision and what matters most to patients.

Between 10 December 2020 and 18 January 2021, we carried out an informal engagement to advise patients registered at Pond Tail Surgery about the different options under consideration. It is normal and recommended practice to informally engage with patients and the public to help shape options. The Pond Tail Surgery survey closed on Monday 18 January.


Pond Tail Surgery Latest Update – February 2021

Thank you to everyone who took the time to complete and submit the survey. We had 1708 full responses which represents 24% of the patients registered with the practice. We have now analysed the online and paper copies of completed surveys and await the completion of an estates review, aimed at identifying any potential sites and buildings that could house a viable GP practice. Many people recommended buildings and sites in the survey that could be suitable and we’d just like to thank people for sharing this particular insight.

All information gathered so far, including the survey results and the estates review, will be considered shortly by the CCG’s relevant primary care committees. Given that procurement may be an option, we are obliged to maintain confidentiality for all papers but we are thoroughly committed to publishing information as and when possible under these rules. Our overriding concern is to ensure that patients at Pond Tail Surgery continue to have access to primary care in the most convenient way possible. As soon as we can, we will write to every patient at Pond Tail Surgery to update them on next steps. Surrey Heartlands CCG welcomes patient feedback at every stage and all comments will be taken into consideration.


How to submit feedback

Surrey Heartlands CCG welcomes patient feedback at every stage and all comments will be taken into consideration.

  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Tel: 0300 561 1555
  • SMS: 07917 087 560 (text phone only)
  • Write: FAO Communications and Engagement Team, NHS Surrey Heartlands CCG, Cedar Court, Guildford Road, Leatherhead, Surrey, KT22 9AE and make sure you include your full address and postcode



Review Date: 2021-01-19
Review Due: 2021-03-05
Model Publication Scheme Class: Class 6: How we make Decisions

Primary Care


We believe that communicating and engaging with our local population is key to achieving our vision.


We do this by ensuring our public and stakeholders are at the centre of decisions that shape healthcare services, from planning to delivery.

As a commissioner, it’s really important we listen to local people to find out what services residents need and to ensure their needs are met, and to ensure that we have a true understanding of what people feel is important. Our aim is to be clear, focused and involve residents, patients, carers, member GP practices, staff, the voluntary sector and partner organisations in our communications and engagement.

Achieving our aim will be influenced by how well we engage, listen and act on the feedback from our whole community.


Current primary care projects that you can get involved with:





Review Date: 2020-08-05
Review Due: 2022-02-01
Model Publication Scheme Class: Class 6: How we make Decisions
Non-Emergency Patient Transport Services (NEPTS) Procurement – Have Your Say

Non-Emergency Patient Transport Services (NEPTS) – Procurement


Current Services

NEPTS provides NHS-funded transport for eligible people taking them from home, to the care provider (and back again) for planned outpatient appointments and treatment for patients who:

  • have a condition such that they need additional medical support during their journey
  • find it difficult to walk
  • are the parent, guardian, or child, of patients who need transport.


The majority of NEPTS in Surrey Heartlands is provided by South Central Ambulance Service NHS Foundation Trust (SCAS).  The Surrey Downs area is locally commissioned and provided by Epsom & St. Helier University Hospitals NHS Trust.


Future Services

The Surrey PTS contract is due to end 31 March 2022, however it may extend. 

In light of the need to consider all options for future services, NHS Surrey Heartlands CCG is beginning the first stage of the procurement process now. Information gathered will support contract decisions for the period beyond April 2022.

This first stage in the procurement process includes a range of patient engagement, local stakeholder engagement, and market engagement events.

We are keen to receive feedback and comments from the following groups:

  • those who have used the services as a patient, family member or carer
  • representatives of patients and/ or carers
  • individuals and organisations that book patient transport on behalf of others
  • providers and potential providers.


Engagement activity during January to March 2021

Service User Survey

Based on the themes that emerged at our Round Tables late last year, we are running a User Survey from January to March. It’s a quick, online survey of multiple choice questions. You can access the survey via Smart Survey.

The survey will close at 11.59pm on Sunday 7 March 2021. If you are a service user, or a carer or family member that helps someone use our non-emergency patient transport service, please take five minutes to offer your experiences and suggestions.


Engagement in November and December 2020

In November and December 2020, the PTS procurement team for Surrey Heartlands CCG held five Round Table events to hear feedback on current PTS services from a variety of NHS and clinical colleagues and leaders from a range of community groups. The events were aimed at supporting the identification of key themes and issues, strengths and opportunities and potential solutions and next steps before undertaking focused engagement with service users in 2021. The sessions were informal and groups were small to allow for qualitative discussion time.


An Frequently Asked Questions documents summarises the key points asked by attendees of these sessions.


More engagement events and opportunities to give us your views will be posted in due course. Please keep checking this web page for information.


Have Your Say

You can have your say now by sending NHS Surrey Heartlands CCG an email.


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Service Users


If you or someone you care for has used the non-emergency Patient Transport Service commissioned by Surrey Heartlands CCG, please help us by answering the following questions.

  • How easy is it to understand and use the service?
  • Would you like to be able to make bookings in different ways, for example by an app or online?
  • How could we change or improve the service?


Please share your suggestions and experiences with us via:

This email address is being protected from spambots. You need JavaScript enabled to view it.


Stethoscope Icon

Clinicians and Stakeholders


  • How do your patients or community members learn about accessing our PTS?
  • How involved are you in organising PTS? What would make that involvement easier?
  • What do you feel are the strengths and weaknesses for service users in our current provision?
  • What could be changed or improved in our current service?


Please share your suggestions and experiences with us via:

This email address is being protected from spambots. You need JavaScript enabled to view it.


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Potential Providers


  • How can the patient be supported to make more independent PT choices and bookings?
  • Could you support alternative means of booking arrangements e.g. app or online?
  • What service innovations would improve PTS for the people of Surrey?
  • What are your views on the different cost and contract models?
  • What could be changed or improved in our current service?


Please share your suggestions and experiences with us via:

This email address is being protected from spambots. You need JavaScript enabled to view it.



Review Date: 2021-01-31
Review Due: 2021-07-30
Model Publication Scheme Class: Class 4: Procurement and Tendering

Surrey Children's Community Health Services


We’d love to hear your views


What are Children’s Community Health Services?

They are a wide range of community-based health services for children, young people and their families and carers, providing both physical and emotional wellbeing services across Surrey. These community health services focus on the prevention of ill health, promoting and supporting child development and providing targeted and specialist medical, nursing and therapy services.

Current service areas are:

  • 0-19 years Community and School-aged Immunisation service
  • 0-19 Family Health Partnership (School Nursing, Health Visiting, Family Nurse Partnership)
  • Audiology
  • Children’s Continuing Healthcare Team
  • Child Health Information Services
  • Child Sexual Assault (SARC) rota
  • Community Children’s Nursing Team
  • Community Nursing for Children’s Emotional Wellbeing and Mental Health
  • Community Paediatric Medical Service (Developmental Paediatricians including Medical Adviser for Special Educational Needs (SEND) and SARC cover)
  • Dietetics (Surrey Downs area only)
  • Enuresis and Continence
  • Looked After Children Health Team
  • Multi agency partnership (previously known as the Multi-Agency Safeguarding Hub (MASH))
  • Occupational Therapy
  • Parent and Infant Mental Health
  • Physiotherapy
  • Safeguarding Children Team
  • Special School Nursing
  • Speech and Language Therapy (Health Community based for 0-5 year olds)
  • Tongue tie (over 10 days)


How are Children’s Community Health Services provided in Surrey?

Children’s Community Health Services are commissioned by Surrey Clinical Commissioning Groups (Surrey Heartlands CCG, North East Hants and Farnham CCG, and Surrey Heath CCG), Surrey County Council and NHS England.

The services are for children and young people from birth up to 19 years of age and their parents and carers. They are currently provided by Children and Family Health Surrey (CFH Surrey) under an alliance agreement between Central Surrey Health, First Community Health and Care, and Surrey and Borders Partnership NHS Foundation Trust. This arrangement began in 2017.

Surrey CCGs and the Local Authority are considering how best to meet the needs of children, their parents and carers in the future and want to understand what you need from them and how that can best be provided.

We are engaging the public, providers and referrers for feedback and suggestions.

We want to ensure that Children’s Community Health Services meet the needs of our population. We want these services to be high quality, accessible to all, responsive and safe.
As described, there are currently 20 individual types of provision in the service. We know that:

  • all of these separate services and related referral processes can seem overwhelming and confusing;
  • many people don’t recognise that all of these services fall under the same umbrella of care or even that some of them exist at all;
  • for parents, carers and older children making their own enquiries, services can seem detached and disconnected from each other and it takes effort to find out about each service and not everyone has the time, resources or confidence to carry out research;
  • changes in the Health and Social Care system as a result of COVID-19 have impacted how some services are delivered and we need to understand what has worked and what may need to be improved.


One of the things we want to consider is changing the focus of care so that services ‘wrap around’ a child and his/her family environment according to the age of the child. This will mean that all available services appropriate for a child in their early years, prior to attending school for example, are easily understood and support each other. This would enable multidisciplinary teams to work more closely together to support children and young people with their different needs.

Joint working has begun in the Surrey Clinical Commissioning Groups and Surrey County Council to understand what the future for Children’s Community Health Services should look like and what the most important things will be for Surrey residents using this and all children’s services within the county. The approach we want to test is contained in the diagram below. This shows the services currently offered that would wrap around a child and family/carers according to their stage in life and their health and care needs. There would of course be overlap between these services so that, for example, children with complex needs would also benefit from early years and school age services.


Joint working to provide wrap around care for Children in Surrey

Early Years (Universal and Child Development)

  • Health Visitors (0-19 Health Partnership)
  • Family Nurse Partnership
  • Specialist Health Visitors – PIMHs
  • Health and Therapeutic Support (0-5 SLC)
  • Developmental Paediatrics 0-6
  • Audiology

School Age

  • Immunisations (School Age)
  • School Nurses (0-19 Health Partnership)
  • Emotional Wellbeing School Nurses
  • School based approaches and services

Early Help/Family Safeguarding

  • Looked after Children Services
  • Multi Agency Partnership (MAP)
  • Sexual Assault Referral Centre (SARC)

Complex Needs

  • Continuing Care
  • Community Nurses
  • Special School Nurses
  • Occupational Therapy, Physiotherapy
  • Enuresis and Continence
  • Dietetics
  Joint working to provide wrap around care for Children in Surrey


What do you think?

We are developing our plan to engage a wide range of different stakeholders including children, young people, parents, carers, those working in the service itself and referrers and hope to commence this in the New Year. We will publish the details of how you can get involved here as well as promoting the opportunity widely via newsletters, websites, with schools and on social media.

In the meantime if you have something you would like to tell us about the service now please email This email address is being protected from spambots. You need JavaScript enabled to view it. and we will be sure to read and include your comments in our review.


Reviewing the Service

Updates and further detail will be published on this page as it becomes available.

  pdf Children's Community Services Senior Leaders Workshop Summary 24 November 2020 (204 KB)  


Review Date: 2020-12-10
Review Due: 2021-06-08
Model Publication Scheme Class: Class 6: How we make Decisions
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