Our report following a visit to Magnolia Ward in Yeovil, which has 14 beds, providing assessment and treatment for older people suffering from dementia and other confused states. The ward provides services for older people who live in the South Somerset and Mendip/Frome areas. This visit forms part of a wider project running from November 2015 to July 2016. Our Enter and View Representatives visited each of the nine wards in Somerset that provide treatment for people with acute mental health issues. Recommendations The ward look at providing movable trolleys or cases containing objects that are tactile or stimulate memory and conversation. The activities list and good practice examples included in this report (appendix 6.2 & 6.3) be shared with staff and patients and families to see if it inspires further ideas for activities. This report was produced by the previous Healthwatch Somerset service provider, The Care Forum. Read our report If you need this report in a different format, please email info@healthwatchsomerset.co.uk or call 0800 999 1286. Enter and View report: Magnolia Ward, Yeovil Service provider response

In this Annual Report we share our key challenges and successes, as we continued to engage with the public to understand people’s experiences of health and social care to make a difference. This report was produced by the previous Healthwatch Somerset service provider, The Care Forum. Read our report If you need this report in a different format, please email info@healthwatchsomerset.co.uk or call 0800 999 1286.

We identified there was a need to find out from local people how connected they feel and why. We also sought to find out how being connected affects feelings of loneliness and isolation. Recommendations More needs to be done to improve awareness of Somerset Choices. Research on the user friendly experiences of Somerset Choices, and how to improve it based on this should take place. Research needs to take place to discover the best ways of advertising opportunities in local areas in addition to Somerset Choices. For Somerset County Council and Somerset Clinical Commissioning Group to consider the benefits of commissioning support for people who have physical disabilities, and or anxiety issues, to access groups and activities. Support for carers is also key and should feed into the ‘Carer’s strategy’ and new carers support service. After noting the prevalence of the use of social media platforms such as Facebook (46 out of the 108 respondents stated that they use Facebook daily, with 24 others stating that they use it ranging over timescales from two to three times a week, frequently, occasionally or choosing not to say) we recommend that research is taken to maximise the opportunities provided by these platforms to connect people and keep them in touch, particularly people who are housebound and/or geographically isolated. This report was produced by the previous Healthwatch Somerset service provider, The Care Forum. Read our report If you need this report in a different format, please email info@healthwatchsomerset.co.uk or call 0800 999 1286.

Our report following a visit to Able2achieve in Yeovil, which provides supported living and domiciliary care provision. Able2achieve Trust is a not for profit charity that provides day services and ‘preparation for work’ facilities. Their focus is on provision that enables and progresses learners and that encourages ability rather than disability. Their day service provision is offered at Coombe Farm in Crewkerne and at their Yeovil Office. Healthwatch Somerset visited the Yeovil office where the learners have a communal room to take part in activities, and access to work preparation placements at the Winking Frog coffee shop, Able2Antiques charity shop and Bake-able bakery. Recommendations We were extremely impressed with what we saw at Able2achieve. The support provided to learners and staff. This should be continued. Continue to try and enhance a working relationship with other organisations that either provide services to learners on other days, or that could offer more  opportunities to their learners i.e. job centre. Read our report If you need this report in a different format, please email info@healthwatchsomerset.co.uk or call 0800 999 1286.

Healthwatch Somerset Annual Report 2017-18: A review of our work over the past year and its impact, plus our work planned for 2018-19. This has been a year of change with the contract for managing Healthwatch Somerset moving to another organisation, Evolving Communities. Welcome Year at a glance Our vision Who we are and what we do Your views Making a difference Plans for next year Our people Finances at a glance Read our report If you need this report in a different format, please email info@healthwatchsomerset.co.uk or call 0800 999 1286.

Our report following a visit to Centenary House, a residential care home in Shepton Mallet, which is able to care for up to 13 residents. On the date of the visit there were nine residents living in the home. Recommendations Develop the staff team to ensure a contingency plan is in place to cover the absence of the registered manager and any staff sickness or leave and promote the wellbeing of residents and staff. Investigate the availability of volunteer visitors who could provide conversation and stimulation to residents, particularly those with no individual visits. Ensure the garden is safe, accessible, attractive and available for all residents to use to provide stimulation and an outdoor space. Continue the programme of refurbishment and maintenance to provide an attractive, safe environment for residents. Provide permanent directional signage in the communal areas so residents are able to find their way to the communal rooms. Personalise doors to bedrooms with photos of interest to inform staff about residents and to promote independence. Ensure an activity programme is re-established for the residents and that the displayed signs advertising the activities are large enough for residents to read. Monitor the temperature in the communal rooms to ensure an appropriate temperature for elderly residents. Read our report If you need this report in a different format, please email info@healthwatchsomerset.co.uk or call 0800 999 1286.

We gathered real-time feedback on local health and social care services during the pandemic from the views of Somerset residents, to provide information that services can learn from once the outbreak has passed. Key messages There has been much praise for the NHS and local organisations providing care and support to those most in need, however there was also a feeling of not wanting to burden the system. Online appointments and consultations were welcomed but ‘one size does not fit all’. There was appreciation for the service received by pharmacies in maintaining medication levels, however long waits to collect prescriptions at the start of lockdown were reported. An uncertainty about when dental treatment will resume and the lack of clear information about where to access treatment in an emergency has created concerns. People were happy to continue to use hospital services through lockdown and feel happy to attend face-to-face appointments. Voluntary and community schemes such as the Village Agents have been a lifeline for those isolating at home and needing support. Read our report If you need this report in a different format, please email info@healthwatchsomerset.co.uk or call 0800 999 1286.

We wanted to find out about the challenges faced by care home staff during the COVID-19 pandemic, and to understand how they have managed during this time. We held a focused feedback interview with a local care home; this is what they told us. Key findings All staff felt anxious about the safety of those they care for, and many were concerned about the reputation of their care homes if residents caught the virus. The care home staff we spoke to had generally been able to get PPE from Somerset County Council or through their own organisation if they were part of a larger care home group. The local community was a great support. Care home staff felt well supported by local GPs and Somerset Council’s social care services. Hospitals were overwhelmed at the start of the pandemic and needed to discharge patients, including into care homes, but the lack of testing had consequences. Staff had to manage concerns about their own health as well as the health of residents, so regular staff communications and support was essential. Most residents adapted relatively well to changes at the home with the support of care staff and relatives, but some were scared, and for some PPE was disconcerting. The staff we spoke to think it’s important to test early and to learn from previous experiences so that they are better prepared. Read our report If you need this report in a different format, please email info@healthwatchsomerset.co.uk or call 0800 999 1286.

Sharing young people’s feedback to improve the health and social care services they use. We recruited volunteers (aged 12-18) from across Somerset to be Young Listeners. They designed a questionnaire for other young people to gain a better understanding of young people’s health and social care services in Somerset. Key messages There is a lack of communication between services about young people’s health and wellbeing. Services are not communicating effectively with young people, and they often feel left in the dark. There is not enough information or education about health and social care in schools, so young people have to find information online. Many services do not promote themselves in a way that is accessible or inclusive of young people. Read our report If you need this report in a different format, please email info@healthwatchsomerset.co.uk or call 0800 999 1286.

Somerset’s NHS leaders asked us to help them understand how people are being affected by waiting for surgery to inform their ongoing work to improve support for patients. Key messages 48 out of 72 of people had been waiting over 40 weeks for their surgery. Many people indicated a lack, or absence, of communication from their specialist during their wait. A large proportion of people told us they had experienced one or more of the following due to waiting for surgery: - Their condition had deteriorated. - Their mobility had reduced during their wait, and this had impacted on their ability to carry out everyday tasks. - They had experienced changes in their daily mood. 35 of 46 people relied on family and/or friends to help them manage their daily tasks. Many people indicated that they did not know how much longer they would have to wait for their surgery. Read our report If you need this report in a different format, please email info@healthwatchsomerset.co.uk or call 0800 999 1286.

The aim of this project was to gather the views of people living in West Somerset about same day urgent care. Somerset NHS Clinical Commissioning Group asked us to carry out this work as part of a review into how urgent care is provided in Somerset. Key messages Not everyone was aware of the services that offered same day urgent care. Most people had not seen any information about same day urgent care. People felt that information would be useful and identified ways of sharing it. Feedback about experience of using same day urgent care services was mixed. Transport was identified as an issue affecting use of same day urgent care. It was suggested that greater and more flexible use of community transport might help people access same day urgent care. There was preference for same day urgent care for minor injury and illness to be provided close to home. Some people told us that they had used 999 or Accident and Emergency (A&E) because they had been unable to access other health care services. Not everyone was aware of the 111 service, and others were not confident in it. Most people were aware of what services to use in certain circumstances. Read our report If you need this report in a different format, please email info@healthwatchsomerset.co.uk or call 0800 999 1286.

Our report following a visit to The Rosary Nursing Home, a large care home in Bridgwater, which offers nursing and dementia care for residents as well as respite care. The home can accommodate 102 residents. On the date of the visit 72 residents were living there. Accommodation is provided in two wings, the nursing and the dementia wing, each with its own dining room and lounge. Recommendations Add the names of staff to the staff picture board. Further personalise residents’ doors in the dementia unit, with a larger photo, colour, or related item. Currently, the pictures on the doors (although related to the resident) are quite small. Consider increasing the range of items used to stimulate residents in the dementia wing lounge, for example, more tactile objects, and individual memory boxes. There was a strong smell of urine in the corridor by rooms 39-42. The deputy manager said this was due to a resident who chooses to neglect his personal hygiene and does not accept personal care from the staff. The deputy manager told us she would look into what could be done. We accept that having carpets on the floors is challenging when caring for residents with dementia or other nursing needs, but we suggest some need deep cleaning. Read our report If you need this report in a different format, please email info@healthwatchsomerset.co.uk or call 0800 999 1286.