Surrey Care Record


The Surrey Care Record, led by clinicians themselves, puts all your health information - important details such as allergies, medications, diagnoses and treatments  - in one place. This helps your healthcare professionals provide the essential care – sometimes lifesaving – you need and vital information will not be missed. For example if you are admitted to hospital in an emergency, the A and E team can see your past treatment, any allergies or medications, and you won’t have to retell your medical condition.

We wanted to understand how we could raise awareness of the Surrey Care Record, explain how it works and offer reassurance that the Record is safe and secure, your data only seen by your healthcare professionals.

We connected with organisations and charities across Surrey, and used social media channels, as well as one to one and group interviews to capture the views of a wide range of residents, for example, elderly, BAME, learning difficulties, faith, youth, family and carers of people with long term health conditions.

We learnt:

  • Patients want healthcare professionals to have the information they need to provide the best care for them.
  • Current sharing of medical information is inefficient, which can lead to poor care if critical decisions are delayed because the information is not available to hand.
  • Residents were concerned about confidentiality and the accuracy of information held, and welcome assurances that the right people are reading the information.

This has greatly helped us to create a film and other materials that truly helps people to understand how the Surrey Care Record can improve their health. Check out the 'Surrey Care Record - What is it?' film below.



Model Publication Scheme Class: Class 6: How we make Decisions

Engagement and Consultation Programmes


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.


NHS Surrey Heartlands CCG Engagement Log

Our engagement log below provides a summary of how we are engaging with our citizens and local communities to improve health, care and outcomes for local people, linked to the eleven key priorities we have set out in our Operating Plan


Current engagement and consultation programmes taking place across Surrey Heartlands



Digital Navigator project


Surrey Care Record


Improving Kidney Care

  (all details including how to share your views can be found on the NHS South West London CCG website)

Better Care Together


The Big Picture



Recent engagement programmes


Review Date: 2021-09-09
Review Due: 2021-12-31
Model Publication Scheme Class: Class 6: How we make Decisions

Online GP Consultations


Since March 2020, the NHS has been forced to rapidly adapt to the significant service pressures caused by Covid-19. A key element of the urgent pandemic response has been the accelerated implementation of digital health technology across the NHS, which has helped facilitate a significant step change in the way that health services are delivered in the UK. This has been particularly apparent in general practice through what we call the digital ‘front door’, accessed via the new Footfall online platform (website) for GP practices and online GP consultations. 

Because of the accelerated implementation of these new digital platforms and access (due to Covid-19) patients were not as involved in the programme design and roll-out as we would have liked.  In December 2020 we undertook a research programme to collect feedback and satisfaction levels with the new service and to identify any next steps and actions as a result.

The initial research report can be accessed below


Further to feedback that suggested a significant proportion of patients were finding the Footfall platform/websites difficult to navigate we subsequently carried out a website scenario testing programme; you can see the results below


We continue to work with patients on improving the Footfall platform/websites and will shortly be conducting some wider research/engagement on access to primary care more generally.



Model Publication Scheme Class: Class 6: How we make Decisions

Digital Navigator


Digital Navigator - Discovery Phase


Listening to learn – improving care across Surrey

We all want to manage our health better and get good quality care when we need it. And it should be easy to talk to our health professionals – Doctors, nurses, physios and others - about our care needs.

But it can be hard to keep track of appointments and frustrating having to re-tell your condition to each new healthcare professional we meet. No one wants to wait for their test results, travel across town for an appointment, or have a long wait just to make or change an appointment. 

We’ve been talking to people across Surrey, especially to people whose voices are seldom heard such as people with learning disabilities, hearing or sight loss or autism, as well as people living with long term conditions such as blood pressure, COPD or diabetes. We want to truly understand how digital technologies might support their health needs. We particularly want to hear from people from the approximate 10% of Surrey residents who do not have full access to digital technologies

We’ve held one to one as well as group sessions and will soon be launching an online Surrey wide survey.

We’ve learnt much already; that digital technologies can make life easier by helping people better manage their own health, for example by making or changing an appointment online, checking test results or ordering repeat prescriptions. People have also told us that they want to be reassured that their health records are held safely, that they may need help to understand what their health records mean, and that face to face consultations should still be available to them.

You can see what people are saying in our interim report below.


Model Publication Scheme Class: Class 6: How we make Decisions

Annual General Meeting


The Member Council will hold one meeting a year in public for the purpose of presenting the Annual Report and Annual Accounts to members of the public. This meeting is called an Annual General Meeting (AGM). 

The AGM also gives us an opportunity to provide an update on how we have been working to improve care for local people in the Surrey Heartlands area and through the Surrey Heartlands Health and Care Partnership. We also share our plans for the future.


2021 Annual General Meeting

  • Date: Wednesday 29 September 2021
  • Time: 13.00 to 14.00
  • Location: Virtual – online
  • Questions: Please contact the Governance Team via email This email address is being protected from spambots. You need JavaScript enabled to view it. if you have any questions to submit in advance of the AGM or if you have any queries regarding the event.


Due to the ongoing Covid-19 pandemic, this year we will be holding our AGM virtually.

We will be publishing the agenda and presentations a week in advance on this web page so you can review these prior to the meeting, should you wish. During the AGM meeting we will provide a brief overview of our achievements and the challenges we faced during 2020-2021, as well as our priorities and plans for the future.  We will then be using the rest of the meeting to answer your questions and hear feedback on the work we are doing to improve quality and the health of our population.


2020 Annual General Meeting

Presentations (all links open a new window in YouTube)


If you would like details of previous AGMs from the ‘legacy’ CCGs (East Surrey; Guildford and Waverley; North West Surrey; and Surrey Downs CCGs), please contact: This email address is being protected from spambots. You need JavaScript enabled to view it.



Model Publication Scheme Class: Not part of the MPS