Multiple nominations for Surrey Heartlands in 2018

HSJ Awards 

Partner organisations from across the Surrey Heartlands Health and Care Partnership have received a total of 10 nominations in the prestigious Health Service Journal Awards for 2018, including two for innovative Health and Care Partnership programmes.

  • Surrey Heartlands Health and Care Partnership is nominated for its midwifery-led 24/7 ‘Better Births’ Pregnancy Advice Helpline, which has received 9,000 calls since its launch in April 2018
  • The Surrey Heartlands Integrated Care System has been shortlisted for its ‘whole system’ approach to supporting carers’ health and wellbeing through its Memorandum of Understanding ‘Together for Carers’
  • North West Surrey CCG together with service providers Ashford and St. Peter’s Hospital are shortlisted for their integrated musculoskeletal service ‘iMSK’, previously Highly Commended in The Lord Carter Awards for Innovation
  • There’s recognition in two categories for Surrey and Borders Partnership Foundation Trust’s ground breaking dementia technology project – which uses artificial intelligence to support people with dementia in their own homes - and a third nomination for their Intensive Support Service for People with a Learning Disability
  • Surrey Downs Clinical Commissioning Group has been shortlisted twice: once in the Widening Participation category for its Quality in Care Homes programme in partnership with CSH Surrey, and again in the Community or Primary Care Services Redesign category for the achievements of the Community Rapid Access Chest Pain Clinic in improving patient outcomes.

Other finalists include South East Coast Ambulance Service for their Intelligence Based Information System (IBIS) and The Royal Marsden’s Rapid Access to Prostate Imaging and Diagnosis programme (RAPID), in collaboration with Imperial College Healthcare Trust, St George's Healthcare Trust and Epsom and St Helier Hospitals.

Dr Claire Fuller, who was last year named Clinical Leader of the Year for her outstanding leadership of Surrey Downs CCG, is now Senior Responsible Officer for the Surrey Heartlands Health and Care Partnership.

Commenting on the raft of nominations she said: “I am absolutely thrilled to see this many partnership programmes across Surrey receive such a level of recognition. It reinforces the huge amount of innovation and integrated working taking place within our health system, resulting in tangible practical improvements for patients.

“We have great, shared ambition for the future as part of our Integrated Care System and wish all nominated partners lots of luck for the finals in November.”

Judging for this year's awards will take place in October and the ceremony itself will be held on Wednesday 21 November in London.

Extra GP appointments available in North West Surrey

From Monday 20 August it will be even easier for people to make an appointment with a GP, thanks to a new national ‘extended access’ initiative, which will improve access to primary care services in North West Surrey. This means, in addition to being able to book GP appointments at a local practice, patients will now also have access to additional appointments during the evenings and at weekends at a number of locations across the local are

The extra appointments are being provided by the GP federation that brings together all 40 GP practices in the local area and is known as North West Surrey Integrated Care Services.

By working together in a new and different way local GP practices will be improving access to primary care appointments, making it even easier for local people to get the care and advice they need, at a time that’s convenient to them. These additional appointments will be available from 6-9pm on weekday evenings (including bank holidays but not in August) and from 9am to midday at weekends. Patients can book these appointments through their local GP practice. As these extra appointments are provided from GP surgeries and for Woking, from Woking Community Hub (Bedsur Hub), the GP or clinician will have access to patients’ medical records, via patient consent, giving them access to all the information they would need to provide the best possible care

The additional appointments will be provided at the following locations – and patients in North West Surrey can book appointments at any of these sites:

The Red Practice – Walton Health Centre (Rodney Road, Walton-on-Thames, KT12 3LB)

Studholme Medical Centre (50 Church Road, Ashford, TW15 2TU)

Sunbury Health Centre (Green Street, Sunbury-on-Thames, TW16 6RH)

Woking Community Hospital (Heathside Road, Woking, GU22 7HS)

Initially, these extra appointments will be provided by local GPs but from August there are plans to extend this service to also include nurse-led clinics, blood tests, physiotherapy assessments and digital consultations (which includes online face to face consultations via a patient smartphone). 

Dr Caroline Baker, Chief Executive Officer of North West Surrey Integrated Care Services and local GP explained: “I am really pleased that we can provide the residents in North West Surrey these additional extended hours appointments, particularly those who may normally struggle to get a GP appointment during normal GP opening hours. An added benefit is that these GP Extended Access Clinics are based within a primary care setting and the clinician who sees you will have access to your GP records making the appointment just like visiting your own GP practice.”

Dr Charlotte Canniff, Clinical Chair for North West Surrey CCG and local GP explained “As a health system, we continue to work hard to ensure patients have access to the right care in the most appropriate place. Patients already have access to medical advice, from the NHS111 service, pharmacies and Walk-in-Centres. Parents with young children can also download the HANDi App (from Google Play or Appstore), which was developed to provide advice and support if their children have symptoms of common childhood illnesses and give parents confidence in dealing with minor conditions themselves at home or the most appropriate place to seek support.


These GP Extended Access Clinics have been put in place so that those presenting at A&E, are those that really need urgent or emergency help.”


On the first anniversary of the devastating fire to the Weybridge Hospital and Primary Care Centre, North West Surrey CCG would like to thank everyone that has been involved in the efforts to reinstate services back to the site.

Karen Thorburn, Managing Director of NWS CCG said: “In the immediate aftermath, we witnessed a real coming together of local services – health, local councils, emergency and voluntary services mobilising at short notice to get facilities up and running within a few days which was an outstanding effort by all”. Work is underway on our Out of Hospital Strategy with partners, providers and stakeholders to shape and develop the health and care services in North West Surrey including facilities on the Weybridge site to meet the future needs of the local population.

Over the autumn a range of workshops and events will take place in different parts of North West Surrey and full details regarding how to get involved will be posted soon on the CCG’s website ( and included in other local bulletins, social media and through direct communications with our key stakeholders. Once again, we would like to thank all of our NHS colleagues and the people of Weybridge for their patience while we work to develop a sustainable footprint for future health care in North West Surrey.

NHS 70 Celebrating 70 years of the NHS - Everyday Heroes

Lucy Moreton, Primary Care Workforce Tutor

“It sounds very clichéd but I grew up wanting to be a nurse so I could help people,” explains Lucy Moreton, now a Primary Care Workforce Tutor at North West Surrey CCG.

“I had a role model in my cousin who was a paediatric nurse and my parents enrolled me in St John’s Ambulance brigade as a cadet so that I could gain some insight – that’s where I first learnt my hospital corners when making a bed! I always enjoyed the excitement that attending events as a first aider gave me, even though it was only applying plasters and slings at that point in time.”

After completing her training and landing her first job in the Medical Assessment Unit at St Peter’s Hospital, she moved to the Accident and Emergency Departments at both Ashford and St Peter’s Hospitals where she spent four years honing her craft in one of the most pressured environments in the health system. And then a chance opportunity to ‘go west’ took her career to another level.

Lucy In The Us

“In 2005 I took the leap and moved to Orlando, Florida to work in the Emergency Room, where I faced a huge learning curve. The nurses were trained differently and tasks such as venepuncture and cannulation were something they had started doing as students. At the time these were advanced skills in the NHS and not something I can say that I had mastered before I arrived in Florida!

“It wasn’t long before I considered myself an expert in venepuncture and I could get blood out of anyone. I also picked up skills in chest auscultation, bowel sounds, ECG interpretation and even titration of anaesthetic drugs. When I returned to the UK four years later I felt like Wonder Woman, although quickly realised that back home the nurses had picked up many of the same skills themselves – the evolution of Super Nurses was already happening!”

Lucy’s assertion that the role of the nurse has evolved beyond recognition since its origins 70 years ago is irrefutable and, as she says, “The knowledge and skills of those working on the front line now is just astounding.”

Another indisputable fact is how lucky we are to have a health service available to all and based on clinical need, rather than the ability to pay.

As Lucy puts it, “Working for private companies in the US and having to pay for health insurance made me realise just how fantastic our NHS is. I often joke that my daughter, who suffers with multiple food allergies and anaphylaxis, would have bankrupted us if we had still lived there when she came along!” 

Karen Thornburn, Managing Director

One of the principle ideas behind the replacement of Primary Care Trusts in 2013 with Clinical Commissioning Groups (CCGs) is that they would be clinically-led, therefore better placed to make crucial decisions around the planning and buying of health care services for their local area.

Who better then to assume the role as North West Surrey CCG’s Managing Director than a Registered Nurse and health visitor of 34 years’ NHS experience across acute and community healthcare and service commissioning in Scotland and the South of England

Karen Thorburn has worked the frontline in general medicine, haematology and a bone marrow transplant unit, an acute medical admission/regional poisons unit and a cardiac surgery intensive care unit.

“As a health visitor I initiated an HIV/AIDS network across central Scotland providing health visiting advice and support to patients. In Edinburgh I specialised in safeguarding, Heart Manual home-based cardiac rehab, and rolled out the Public Health Nursing Strategy across Lothian.

“I’ve worked with Edinburgh, Queen Margaret and Napier Universities supporting pre and post registration nursing placements in the community and was a visiting lecturer at QMUC.”

Karen Uniform

Then came a move south and a series of senior and director-level nursing and quality roles across Sussex and Surrey, both of which feed into and inform her current wide-ranging portfolio of responsibilities as MD.

These include commissioning and development of General Practice in North West Surrey; the commissioning of community health services (usually delivered by nurses and therapists in patients’ own homes); relationship management with local hospital trusts – including oversight of the Weybridge Hospital rebuild after its catastrophic 2017 fire; programme lead for Stroke and Urgent & Integrated Care across Surrey Heartlands; and accountability for her CCG’s performance, planning and QIPP delivery (a nationwide NHS England initiative to deliver a better quality of service using money more efficiently)

As she sets out, “it’s the urgent care, stroke and ‘patch performance’ which majors most on our NHS constitutional standards of there being unwavering focus on patient experience and the quality of services offered. I place a very strong focus on quality and the CCG’s duty to improve quality of care across the board.

“The biggest and most impactful change in recent times is in the care of stroke patients and the use of clot busting agents. When I started my career a patient suffering a stroke would be kept comfortable in bed, monitored and then rehabilitated. The morbidity and mortality was immense. Today a patient who has a stroke caused by a clot can have medication that clears the clot and be home after a short stay in hospital with early supported discharge.  It is a massive change in outcomes and something we should be very proud of.”

Liz Patroe, Head of Engagement, Diversity and Inclusion

As the UK’s biggest employer, the NHS offers a wealth of opportunity for career progression to its 1.7million1 staff. It’s not uncommon for employees to serve many years in the health service but in various roles and departments.

“I have worked in so many different roles throughout my 25 years!” explains Liz Patroe, Head of Engagement, Diversity and Inclusion for the Surrey Heartlands CCGs. “That’s the great thing about working in the NHS – you may join as one thing but there are so many opportunities.

“Most people think of hospitals when they think about the NHS but my career has spanned community clinics, GP practices, people’s homes, offices, conference halls and even the Houses of Parliament.”

Liz trained as a dietitian in 1992 and describes the NHS as the ‘gold standard’ when it comes to developing skills and knowledge. “The huge range of people you have the privilege of caring for means that there is always something different on the horizon. Add to that the dedicated bunch of people that you work alongside, and you have a fantastic recipe for lifelong learning,” she says.

A secondment to Diabetes UK to manage a programme awarding grants to black and minority ethnic community groups for diabetes awareness led to a new direction for Liz, as she continued focusing on the value of patient and public involvement in programme design.

“At all times, whether working on stroke and atrial fibrillation or falls prevention, I involved patients and the public via reference groups, local implementation teams, shadow boards, patient and carer representatives, and by engaging with a wide variety of community, voluntary, faith and user-led groups.

“Engagement, diversity and inclusion has been integral to the development and planning of healthcare services since the Health and Social Care Act 2012 and as an employer I think the NHS draws heavily from broad and diverse groups, however, within the wider system, there is under-representation of people from black and minority ethnic communities, particularly in senior management positions.

“My hope for the future is that the NHS works more and more closely with its partners and lay members to further develop holistic care around individuals and to effectively prevent illnesses. We have so much to gain from working with local authorities and the voluntary, community and faith sector and I look forward very much to doing just that.”

Justin Dix, Head of Corporate Services and Governing Body Secretariat

In 1958, when Justin Dix was born, the NHS was already 10 years old yet 5000 people a year were still dying from diphtheria, an infection of the nose and throat that babies and children are now routinely vaccinated against and, consequently, is now rare in the UK.

While he managed to avoid diphtheria, an equally rare medical condition led to major surgery as a seven year-old, a six week hospital stay and a lifetime of ongoing care for this and other long-term conditions. An accident-prone boy, he was also a ‘frequent flyer’ at A&E with one early memory of his father running through fields with him in his arms to reach the nearest cottage hospital, because they had no car (999 then the sole preserve of life and death emergencies, natch).

All this first-hand experience – and a prominent, influential trade unionist father sitting on the NHS National Board – paved the way to a 37 year career in the health service, including but not limited to stints as a psychiatric auxiliary nurse, mental health advocate, mental health and learning disability commissioner, head of children’s services and director-level roles in corporate management, encompassing his current dual roles of Head of Corporate Services and Governing Body Secretariat for three Surrey clinical commissioning groups.

Justin And His Mum

Justin describes his career as, “rich, rewarding, very demanding, at times frustrating, and always very steep on learning. I’ve been injured whilst working on psychiatric wards, gone through several significant re-organisations and overseen major IT projects. At 6am on the morning of the 2012 Olympics I was sat in police headquarters helping to co-ordinate Surrey’s NHS response to the games.

“Once a social worker rang me to say that one of my patients had a gun with a silver bullet in it, and did I have any suggestions as to its use? On another occasion I received an on-call message one weekend to say that a box of radioactive substance had been found in a residential street and could I advise on the health implications?”

For all its quirks and challenges the NHS remains, he says, “a remarkable institution. If, like me, you had parents who grew up in the pre-war years and didn’t have it, you will know that it doesn’t just bring practical benefits, it is also a wider force for good.

“Seventy is a good age but we should always be optimistic and hope that the best is yet to come; if it is, it will be because the NHS and the public have a shared vision for it and because we have broken down as many of the barriers to its success as we can and use it wisely.

“It belongs to all of us and - both as an NHS worker and as a patient - I know that we all have a responsibility for its stewardship.” 

Carole Melody, Head of Finance

Arguably, telling someone you work in NHS Finance has to be up there with ‘tax inspector’ and ‘parking warden’ as ‘jobs most likely to elicit eye rolls at the dinner table.’

“It’s difficult telling people what I do without first apologising,” laughs Carole Melody, Head of Finance at Surrey Downs CCG.

“The NHS belongs to the nation and everyone thinks they know how it can be fixed, but on the inside you realise just how complex the industry is; how hard everyone works in remembering that the patient is at the heart of everything we do; the technological advances and innovation around us; the huge leaps in drugs and medication and procedures; the constant asks of all areas of the service.

“All the while we have to try to remain within budget by improving efficiencies in every process and system, some of which are more successful than others. It is a major juggling act.  Every day is different and challenging but I love it – most of the time!”

Horrified at the idea of his daughter becoming a police officer, social worker or prison officer, Carole’s dad suggested ‘a sensible job in an office’ and, while working for Social Services, she was poached by the NHS.

“I was in a joint meeting and pointed out errors in their totals on a spreadsheet – they were impressed!”

“Once I started working for the NHS I couldn’t imagine working anywhere else. I joined in 1989 just as the commissioner/provider split happened and it was so exciting to be part of an organisation going through such major change.  Of course, I realise now that the NHS continues to shift and change all the time, as all great and sustainable organisations must in order to stay relevant.”

The challenges in keeping the NHS financially sustainable are well-documented, with many factions of the system in deficit, but news of a government cash injection equating to an extra £20bn by 2023 has been well received by NHS management, after several years in financial recovery. It is not, however, the cure to all ills.

Says Carole, “It is such a privilege to be part of the NHS when it goes right. When things go wrong it always feels personal, as it probably does for anyone working in the service. My hope is for an enduring health service that continues to change and improve by learning from its mistakes, but also that enough funding will always be available to provide life-saving, life changing services which continue to improve people’s lives.”



Weybridge Site Update – Issue 3

Rebuilding on the Weybridge Site

NHS North West Surrey Clinical Commissioning Group is responsible for planning and buying local health care that meets the needs of its population. As such, it will play a leading and coordinating role in ensuring what is built on the former site of Weybridge Hospital and Primary Care Centre fit for this purpose. NHS Property Services, as the site owners, will be responsible for the rebuild itself.

A rebuild on this scale presents opportunities to improve the overall range and provision of services to ensure they meet the current and future health and care needs of the population. It also takes time to get it right. It is therefore anticipated that the entire rebuild from design to planning to building, at all times engaging with stakeholders, will take up to three years.

As explained in our previous update (click here to read) the CCG is working with partners to develop out-of-hospital and urgent care services across North West Surrey that will meet health and care needs well into the future. Rebuilding services on the Weybridge site will deliver part of this overall strategy.

If you would like receive updates such as these and you are interested in being involved with forthcoming engagement events, please let the CCG know. Share your preferred contact details using one of the following:


Post: North West Surrey CCG 58 Church Street Weybridge Surrey KT13 8DP

Tel: 01372 232400

Text/SMS 07880 091328



Weybridge Site Update for Stakeholders – Issue 2 

Weybridge Site Update

June 2018

What is happening with the walk-in centre in Weybridge?

The walk-in centre was located in the same building as a wide range of GP and community services. Since the devastating fire in July 2017, we have managed to ensure the continuation of primary care services by getting the existing two GP practices back on the site along with a range of community clinics provided by CSH Surrey e.g. phlebotomy clinics.

It has not been possible to provide the facilities required for a walk-in centre to operate fully. The nearest alternative urgent care centre is a few miles away from Weybridge at St. Peter’s Hospital (next to the A&E department). We appreciate this is not preferable for people who used and valued the previous walk-in centre in Weybridge.

The local NHS has committed to re-developing and maintaining local health services on the Weybridge site and we are currently considering options for their future composition. We fully intend to involve members of the local community with development of these options and details regarding ways to get involved will be shared soon.

Is it possible to have a temporary walk-in centre for Weybridge?

A walk-in centre requires certain infrastructure that cannot be provided in temporary buildings e.g. X-ray facilities. There were also restrictions on space that meant it would not be possible to accommodate all elements of a walk-in centre. Finally, there was a need to prioritise those services used most regularly by the local community, these being the GP services and community clinics.

Is the local NHS going to sell the site?

No. We recognise the value of having services provided locally to the people of Weybridge and as such we are committed to delivering comprehensive health and care services at this location. Our long-term aim and commitment is to extend these services on this site.

NHS policy is clear that we only sell sites that are surplus to requirement. There are therefore no plans at present to sell the site of the old Weybridge hospital.

Will there be another walk-in centre in Weybridge?

The NHS across England has received a national directive to expand and improve all previous forms of community based urgent care (Walk-in-Centres, Minor Injury Units etc.) to become Urgent Treatment Centres. All of these centres across the country will have a standard service offering that will include:

  •  access to urgent care appointments with highly trained practitioners, under GP leadership
  •  diagnostics such as X-ray and basic blood testing
  •  convenient access to appointments bookable directly online or through NHS111, which will reduce waiting times for patients

As a result of this directive and prior to the fire, the CCG was already planning how this type of care would be best provided for patients across North West Surrey as part of the overall provision of urgent and emergency care.

We will be entering into a formal public consultation to agree the design, location and deployment of these key services and we hope the public will help us by taking part and sharing their views on the different options.

We want to work with the local community and we are committed to making sure local people get the right kind of local services.

Are there any plans to involve patients in discussions about what will happen to these services in the future?

Yes, the CCG is finalising its plans to involve patients and the public in discussions. We plan to hold a public consultation on where urgent treatment centres would be best located across North West Surrey to meet the urgent and emergency health needs of our patients. We are aiming to start this consultation in September, to run for a 12-week period through to December 2018.

There will be multiple opportunities to get involved with the consultation, to join the conversation about urgent and emergency care provision and to let us know your views on the different options.

Once we have reached a decision regarding the provision of urgent treatment centres in North West Surrey, following the public consultation, we will have a better idea of the full range of services to be developed and built on the Weybridge site.

As well as these plans for the public consultation, you can already get involved with future health service planning in a number of ways:

 Many of our GP practices have patient participation groups (PPGs), including Weybridge GP practices. These forums discuss local health matters. North West Surrey CCG has a PPG Chairpersons’ group that meets regularly.

 We have a Patient and Public Engagement Forum (PPEF) which brings together patients and local health interest groups in North West Surrey on a regular basis to develop our engagement plans.

 We are establishing a specific Patient Reference Group to focus on this programme of work

How will the rebuild be financed?

NHS Property Services are responsible for funding any re-build. Money has not been taken from local health service provision for building works.

What we had before worked really well. We know there are funding pressures in the NHS so are you looking to reduce those services because of that?

No. As a CCG we are of course obliged to meet our financial obligations but equally important are quality of care, patient experience and clinical safety.

That means having the best patient outcomes, meeting the latest standards for clinical safety, providing a good experience for the patients who rely on them and services that are easy to access when needed.

We need to make sure we have the right mix of local health services, that’s why we will be consulting people locally and across North West Surrey.

We have a petition signed by almost 3,000 local people to keep the same health services here, what do you say to those people?

Our planned engagement and consultation will allow everyone to join the conversation about our suggestions across North West Surrey and let us know their thoughts. Where we can we will contact the people who signed the petition and send everyone a consultation document.

We hope the local community will participate in the varied events and activities that we are planning to take place during the public consultation and let us know their views.

Are there any updates on the cause of the fire?

Following the fire at Weybridge Hospital and Primary Care Centre, NHS Property Services (NHSPS) commissioned an investigation into the cause and extent of the fire. You can request a copy of the report from NHSPS at the following email address:

Updates on the CCG’s plans to engage and consult patients and the public regarding the rebuilding of health care services on the site and out of hospital care in general will be published regularly on our website and shared directly with stakeholders who have confirmed that they wish to receive this information.

If you would like to receive updates on these plans from the CCG, please contact us using any of the following methods:


Post: North West Surrey CCG 58 Church Street Weybridge Surrey KT13 8DP

Tel: 01372 232400

Text/SMS 07880 091328



Report into the fire at the former Weybridge Hospital

5 June 2018

Following the fire at the former Weybridge Hospital on the 11 July 2017, NHS Property Services (NHSPS) commissioned an investigation into the cause and extent of the fire. NHSPS shared their report with North West Surrey CCG on 16 May 2018.  You can view a copy of the report pdf HERE (895 KB)

Further queries should be directed to:

Updates on the CCG’s plans to engage and consult patients and the public regarding the rebuilding of health care services on the site and out of hospital care in general will be published regularly on our website and shared directly with stakeholders who have confirmed that they wish to receive this information.
You can read the latest Qs & As pdf here (394 KB)

If you would like to receive updates on these plans from the CCG, please contact us using any of the following methods:


Post: North West Surrey CCG 58 Church Street Weybridge Surrey KT13 8DP

Tel: 01372 232400

Text/SMS 07880 091328



Surrey Heartlands Health and Care Partnership* together with NHS East Surrey Clinical Commissioning Group will launch the Surrey Care Record on 29 August 2018.

Over the next few weeks leaflets will be coming through letterboxes to provide people with key details about Surrey Care Record which will eventually give selected health and social care professionals shared access to your records.

This will see some GP records being made available to professionals within the A&E departments of the four local hospital trusts – St Peter’s, Royal Surrey, Epsom and  East Surrey.  Local GPs will have access to the Surrey Care Record too. 

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