Improving Accessibility to Advice
Improving accessibility to our service for people in need of advice has been a long standing priority for Citizens Advice Elmbridge West. We know that a variety of factors can act as barriers to people, preventing from accessing the service through the current channels and outreach locations. To support improving accessibility, developing the delivery of advice, working with partners in the Health Care Sector has been central to our delivery strategy for the last few years.
Citizens Advice research previously showed that up to 18% of a GPs time could be taken up with patients discussing the social issues they were experiencing. We know that research also shows there is a link between mental ill health and experience of social issues such as debt, and that the experience of social issues can also cause or exacerbate mental and or physical ill health.
We believed that if we could reach people in need earlier and support clients to engage with our service, we could to provide earlier intervention and help prevent situations building to a crisis level. We developed a business case that made the assumption that if we could help a client move forward and help resolve their problem, they may reduce the frequency they would go on to visit their GP to request support for the social issues, helping to free capacity for GPs.
Securing Funding for the Project
We were delighted to be successful in receiving 3 years funding from the Mental Health Investment Fund (MHIF). The MHIF, is a joint initiative by Surrey County Council and Surrey Heartlands Integrated Care Board, and was established in 2022 with a £10.5 million budget to fund community projects aimed at preventing mental ill health and enhancing emotional wellbeing across Surrey. Find out more about the MHIF fund here.
We were successful in Round 2 of the funding scheme to enable the delivery of the outcomes in Priority Two of the Surrey County Council Health and Wellbeing Strategy. This priority area is focused on prevention, removing barriers, and supporting people to become proactive in improving their emotional health and wellbeing.
Launching the First GP Outreach
In January 2024 we launched our first GP outreach location – partnering with the Fort House Surgery in Walton on Thames. In the first year of the project we have seen great success in reaching people in need of help. The most common enquiry areas have been regarding Benefits entitlement, Housing issues and Debts. In the projects first year, 40% of clients seen, had not previously engaged with Citizens Advice before.
We continue to work very closely with our partners at the Fort House Surgery as the project progresses into its 2nd year in 2025.
I can’t thank you enough for your support, patience and help with everything. You have made my life so much easier, which and has helped me immensely with my anxiety and mental health.
– from a client
The project’s success has been made possible through the exceptional collaboration and proactive support of the surgery’s management and staff. The teamwork, based on timely coordination, and open communication has been instrumental in ensuring that those in need receive timely and effective advice. By working closely with the surgery team, we have been able to provide tailored support, streamline access to essential services, and enhance the overall wellbeing of the community.
Expanding GP Outreach Across Our Catchment
Due to the success of the first GP outreach, we are looking to expand to launch more outreach sites with GP partners across our catchment area of Walton on Thames, Weybridge and Hersham. With this in mind, we are additionally seeking further funding for this project.
If you would like to find our more about this project or how you can support it, please contact our Business Development Manager by emailing – enquiries@caew.org.uk
