Impact and Performance Reports: January - March 2026 (Q4)

At a Glance

During Quarter 4, we:

• Gathered and amplified public feedback
• Supported residents through information and advocacy services
• Collaborated with NHS and community organisations
• Increased community engagement and outreach
• Delivered research and reports influencing healthcare improvement

Supporting local people to navigate health and care

• 2,812 enquiries to Helpdesk/frontline team
• Engaged with 16,364 local people and heard from you about what matters most, your experiences, priorities and what works well and health and social care services that are not meeting your needs.  
• 12 people signposted to IHCAS for ongoing advocacy support

Top Concerns

1. GP practices
2. Outpatient services
3. Inpatient care

Highest number of enquiries about:

• Treatment / Care (101)
• Support available (42)
• Waiting for appointments or treatment (39)

Progressing our Priorities

• Improving Patient and User Experience
• Helping to initiate a joined-up approach with partners through collaboration
• Initiating greater patient and public involvement in health and social care
• Promoting public awareness of Healthwatch

Projects and Work Activities

• Partnership with UK Harvest, attending 5 events in semi-rural areas of Chichester and Horsham to collect insight and promote our work
• Right Care multi-agency event in Southwick
• Carer engagement at the Lancing Dementia Carers Support Group
• Older people engagement at the Older People’s Forum’s in Adur/Worthing and Horsham
• Crawley Disability Forum –engagement event
• Midhurst Live –wellbeing event
• Autism Support Crawley –engagement event
• Umbrella’s Support Groups engagement in Burgess Hill, Bognor Regis and Shoreham
• HWiSPolls –Using Pharmacy Services / Local People’s Experiences of Accessing Weight Loss Injections
• Living with Fibromyalgia Survey

Projects & Research

Non-Emergency Patient Transport Study

A major collaborative project investigated experiences with the Non-Emergency Patient Transport Service (NEPTS).

Findings included:

• Patient satisfaction declined compared with the 2020 survey
• Only 27% of respondents reported no delays or problems
• 46% experienced regular delays
• Awareness of the EMED online booking platform was very low

The findings highlighted ongoing concerns regarding transport reliability and patient experience.