Keeping our Networks Alive

In order to understand the impact of COVID-19 pandemic on engagement activities within the adult health and care environment in Surrey, Surrey County Council and Surrey Heartlands Clinical Commissioning Group asked key stakeholders to complete an online survey which took place between 1 and 19 June 2020.

We hoped to gain some insight into what new methods of engagement have been utilised, what have been the most effective and how organisations might do things differently in the future.

The unfortunate circumstances of the pandemic and a lockdown situation has catapulted the use of technology and its adoption for communications and engagement activity and provided a lifeline for social contact for many residents who are shielding and/or isolated. 

Organisations large and small have had to learn new skills, acquire and install new technology and move to home working over many months. It is clear that when people find themselves in extraordinary situations such as recent events they can adapt pretty well and there are many examples of how new ways of working have opened up opportunities for organisations and residents. 

The survey feedback highlights many positive aspects to engaging remotely and using technology. One common theme is how new people have been engaged who were not known to services or engaging prior to the pandemic. There are repeated examples of the positive impact on individuals and reaching more residents, younger residents and people who use services. The appetite for trialling new technology has heightened significantly. 

We now need to harness this new energy and knowledge and apply it to our engagement functions in the future. The survey has found that virtual engagement has proven popular and effective and will play a key part for organisations in the coming months as we safely emerge from lockdown. At the same time, we are mindful that a significant minority of residents are ‘digitally excluded’ and we therefore need to be innovative in order to ensure they can make their views known. 

During this transition period Surrey County Council and the Surrey Heartlands Integrated Care System will continue to plan and implement critical engagement and consultation functions, taking on board the survey’s feedback.

As a system, we are focused on restoration and recovery following the Covid-19 crisis and on ensuring that we are positioned to respond efficiently and effectively to any future outbreaks, should they occur in Surrey. 

We shall engage and consult with residents using multiple channels and mechanisms but will need to explore how the most effective technology is available, usable and sustainable for our activities with local residents and stakeholders. 

We will aim to hold face to face meetings or events where it is appropriate and safe to do so, following the national guidance.