Through our Citizen-Engagement Programme we want both residents and staff to feel empowered in helping to drive positive change, and to embed this as the consistent Surrey Heartlands approach to engagement in service development. To support this we have developed the following toolkit:

Before we embark on a research project, it’s important to check whether a similar project has been conducted previously, and use the findings of that project to inform ours. Similarly, existing data may be available that can help us construct a more focussed research question. Input from our citizen and workforce ambassadors should also be obtained to hone the research question. The consolidation of existing knowledge is the foundation from which a research framework can be built.

The research team has set up an online resident panel to carry out regular survey research online among a sample of people who live in Surrey Heartlands. The panel is “statistically representative” of the Surrey Heartlands population and therefore is more robust than surveys and consultations that are open for anyone to complete.

Desk research is an exercise to collate existing information that is related to the area of interest. Information can be found internally and externally and can come from sources as varied as previous research carried out through to publically available data.

Primary research takes raw data from information collected through qualitative or quantitative methods and interprets the data to meet research objectives. Qualitative research is recommended for exploratory research, where underlying reasons, opinions or motivations need to be explored. Qualitative methods range from non-participatory observation to focus groups to fully interactive co-design workshops. Quantitative research is carried out in the form of surveys, usually conducted online but also over the telephone or face-to-face.

Co-design is often used as an umbrella term for participatory, co-creation and open design processes. The qualitative co-design approach goes beyond traditional consultation sessions undertaken in the public sector and builds and deepens equal collaboration between citizens affected by, or attempting to, resolve a particular challenge. A key tenet of co-design is that users, as ‘experts’ of their own experience, become central to the design process.

The Citizen Ambassador programme was commissioned by Surrey Heartlands in September 2017 and is led by Healthwatch Surrey. An aim of the programme is to maximise the representation of different citizen voices by engaging and involving people who do not already consistently engage in service change within the NHS. The Citizen Ambassadors act as the independent voice bringing insight from local people and communities.

The Workforce Ambassador programme is in development, but the aim is for the WAs to work in collaboration with clinical leads and citizens to help transform care services.

The term Knowledge mobilization refers to making information useable so knowledge can be put into active use. Working collaboratively is seen as key to research uptake, so encouraging researchers, commissioners and clinicians to work together will help ensure research informs policy or practice

Who we are

Richard Stockley
Richard StockleyHead of Research and Engagement
Rich has spent much of his career at large research agencies such as Ipsos MORI and Kantar TNS.  He joined Surrey County Council in 2014 to direct their social research programme and make the organisation more evidence focused. 

He took on the additional role of Head of Research and Engagement at Surrey Heartlands Health & Care Partnership in 2017.  As well as experience in social research, he has been involved in research in other sectors including fast moving consumer goods, retail, finance and media.

Michelle Gray
Michelle GrayResearch and Insight Lead
Michelle started her career in medical research before transferring her research skills into market research, working at bpri and Kantar TNS. She has experience working in the travel and tourism sector, healthcare and higher education – all of which involve user ‘journeys’ through various pathways. As Research and Insight Lead she runs the Surrey Heartlands citizen panel and manages and conducts research for seven workstreams across Surrey Heartlands Health & Care Partnership.
Sreya Pokkali
Sreya PokkaliResearch and Engagement Officer
Sreya has experience conducting research in various environments including Psycholinguistics research at the Max Plank Institute and a Department of Health funded Engagement project with disabled children and young people at Disability Challengers. As the Research and Engagement Officer her main focus is ensuring the Surrey Heartlands workforce is involved in the transformation of the care services.

Joint project between Healthwatch Surrey and Surrey Heartlands scoops national award.

The Healthwatch England award category ‘NHS 70’ was designed to recognize NHS or social care organizations, teams or individuals who have put people at the heart of their care.

“The Citizen Ambassadors introduced by Surrey Heartlands are helping ensure that more local people, particularly those hardest to reach, have an independent voice in some of the big decisions about the future of health and care in the county.

This is a brilliant model and one it would be great to see replicated elsewhere in the country.”

Jane Mordue, Former Chair of Healthwatch England

“We are absolutely delighted to have won this award for our Citizen Ambassador programme that we have developed with Healthwatch Surrey. Ensuring the voice of local people can truly influence how we are trying to improve and join up local health and care services is a fundamental part of our overall strategy. This programme aims to reach our ordinary citizens in a way that’s not been done before and we are already seeing the value of our Citizen Ambassadors around the table.”

Rich Stockly, Head of Research & Engagement for Surrey Heartlands

Spotlight is on Martin our Citizen Ambassador for Out of Hospital

My name is Martin Edge; I have been a Citizen Ambassador for Healthwatch Surrey since the beginning of 2018. I have responsibility for Out of Hospital Care which encompasses Primary, Urgent and Emergency care. This is ideal for me as I had regular contact with the health and social care services in my previous job as a police officer.

Obviously this is a large subject area so I am still very much finding my feet. So far I have been involved with a number of engagement events including at Accident and Emergency at Royal Surrey County Hospital and on Guildford, Epsom and Leatherhead high streets – all under the watchful eye of Sarah Brown, an engagement officer with Healthwatch