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.

We wanted to understand how the use of digital services by GPs, particularly websites, is affecting the way people access the information and care they need. Recommendations Use simple and uncluttered content and website design. Avoid frequent changes to the look of the website. Explain how to use the website for people who are unsure. More help for people who lack digital knowledge. Respect people's needs and preferences. Seek patient input to help develop the website. Changes made to services NHS Somerset are using your feedback and our recommendations to help improve digital services. Their current work includes helping GP practices to provide and promote a range of excellent digital services, such as websites that make it easier for patients and carers to find information, online consultations as a helpful way to speak to GPs, and other health professionals, and use of the NHS App to help people manage their health and wellbeing. They are also working with community and health and care partners to provide training via digital champions in the community to support the use of digital technology. Read our report If you need this report in a different format, please email info@healthwatchsomerset.co.uk or call 0800 999 1286.

Quarterly feedback to the NHS Local Dental Network from local Healthwatch in the South West. Data from Healthwatch Somerset is included in the report. Number of responses: 25 Sentiment: All negative Themes: Seven of these were purely enquiring how to find an NHS dentist, the remaining 18 were a combination of not being able to find a dentist and complaining about experiences. Read our report If you need this report in a different format, please email info@healthwatchsomerset.co.uk or call 0800 999 1286.

Here are some Easy Read resources to explain who we are and what we do. We’re here to find out what matters to people, and help make sure their views shape the support they need. To help make sure that we are accessible and clear to everyone, we have put together some easy read guides which helps explain our role and what we do. We are Healthwatch It starts with you - share your experiences with Healthwatch Finding advice and information

Download an Easy Read version of our 'Have your say' form. Take five minutes to share your experiences We work to make sure health and care services are the best they can be for the people who use them. We want to know if you think there are things that health and care services can do to improve. We have created an interactive Easy Read version of our Have your say form to help more people share their views with us. If you need this form in a different format, please email info@healthwatchsomerset.co.uk or call 0800 999 1286.

We wanted to explore the quality of the transfer of care process in Somerset and use the experiences of people who have been discharged from hospital with ongoing care needs to guide improvements in the process. Recommendations Efforts should be made to address the breakdowns in communication between all staff involved in a patients care and discharge. Communications from health and social care professionals to patients and their family/ carers requires improvement. Consideration should be given to the suitable transportation of patients due to be discharged. It is clear that some people still require additional support for such a journey even when they are seen to be ‘medically fit’ to be transferred. It should also be clear who will be responsible for the cost of this transport. The needs assessment process requires improved continuity and the consideration of a wider concern about the suitability of a patient’s situation before transferring them home. Use simple and uncluttered content and design. 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 West Mendip Hospital, Glastonbury. The wards provide 36 beds, which host a mixture of patients: on Pathway 2, Pathway 3 or end of life patients. This visit links into our work around 'Pathway 2’ beds where patients are discharged from an acute hospital into a care home or community hospital to receive rehabilitation before returning home. Key findings The environment appeared calm and orderly, and the staff were all very welcoming. Staff appear kind, they know the patients and we witnessed good interaction between them. Although patients are encouraged to do much for themselves, there is still a sense of them being waited on at their bedside, for example, with their drinks and meals. We particularly liked that each patient has a personal ‘about me’ information board on the wall behind their bed. Several patients were confused about when they had arrived at West Mendip Hospital and whether the discharge process from the acute hospital had gone smoothly. 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 Old Police House, a care home in the village of Nunney near Frome, which provides accommodation for people with a learning disability. Five people currently live at the home and there is one vacant room. Accommodation is provided on one floor, so the bedrooms and communal rooms are on the same level. Residents have their own bedroom and share bathroom facilities. Recommendations The home might like to consider a picture board, showing staff and residents who live there. Other things could be added to the board, for example, what the weather is going to be like, what activities are taking place that week. The immersive room was a great asset to the home and the residents. We would recommend a facility like this to other homes. A relative was concerned that staff did not have their meals provided when they were working and asked us to raise this. Read our report If you need this report in a different format, please email info@healthwatchsomerset.co.uk or call 0800 999 1286.

Quarterly feedback to the NHS Local Dental Network from local Healthwatch in the South West NHS dentistry is in desperate need of reform. And, with living costs on the rise, concerns over accessibility, affordability and health inequalities have been highlighted as people in every part of the country struggle to access and pay for dental care. We continue to work with Healthwatch England to move NHS dentistry up the political agenda, and we report regularly on the situation in Somerset and the South West to the NHS Local Dental Network (LDN). Data from Healthwatch Somerset is included in the July 2023 report. Number of responses: 42 Sentiment: All negative Trend: A decrease in calls relating to dentistry this quarter by 40% What difference will this make? The LDN are using local data to make sure patient voice informs their decisions about development of NHS dental care in the region. Decision makers have listened and acted on people’s feedback. Nationally NHS England announced changes to the NHS dental contract, including: Increasing the payments for dentists when treating patients with complex needs. Requiring dental practices to regularly update the national directory to show if they are taking new NHS patients. Moving resources from dental practices that are underperforming. With these changes in place it should be easier for people to find an NHS dentist, alleviating the stress and worry so many suffer when they cannot afford to go private. Read our report If you need this report in a different format, please email info@healthwatchsomerset.co.uk or call 0800 999 1286.

The cost of living crisis has put many people under financial strain, and prescription costs are more than some can afford. Find out what help is out there to help you cover the cost of your medication. Most adults in England have to pay for their prescriptions. From 1 May 2024, the NHS prescription charge will rise to £9.90 (though some items, like contraceptives, are free). Who can get a free NHS prescription? You have the right to free prescriptions if: You are 60 or over You are under 16 years old You are 16, 17 or 18 years old and in full-time education You are pregnant or have had a baby in the last 12 months and have a valid  maternity exemption certificate You have a continuing physical disability that stops you going out without help from another person, and you have a valid  medical exemption certificate You hold a valid  war pension exemption certificate , and the prescription is for your disability You are an NHS inpatient You have a long-term health condition. People with certain medical conditions can get free NHS prescriptions by applying for a valid  medical exemption certificate  (MedEx). You are entitled to a free prescription if you or your partner receive the following benefits: Income support Income-based job seekers allowance Income-related employment and support allowance Pension credit guarantee credit Universal credit, and you meet the criteria . You are also entitled to free prescriptions if you are under 20 and a dependent of someone on these benefits. See if you are eligible for help The Government has a five-minute online survey that will let you know if you can get free NHS prescriptions, dental treatment and eye tests.

The wait for planned medical care or surgery can be frustrating. That’s why you must get regular and accessible updates while you wait. Communications from healthcare staff should: Be personalised to you and not just a generic response When healthcare staff contact you about your care, they should provide clear information about the next steps. They should make you aware of realistic timescales and what to expect while you wait so that you can make an informed decision. Use clear language When healthcare staff contact you, they should use clear, accessible language that is easy to understand whether they communicate by letter, email or phone. Of course, sometimes technical terms are needed, but if you need help understanding any information you're told, you can ask for it to be explained. Be transparent around delays and cancellations When contacted regarding a delay or cancellation of your care, you should receive a reason why and information about what happens next. Healthcare professionals must be open and honest with you, providing a realistic timescale on when you should expect to hear from them again. Involve you in their decision-making You should be part of any conversation concerning your health and care. Healthcare staff should support you in making the right decisions about your care and outline the risks and benefits of going ahead with, cancelling or delaying any form of care, such as treatment or procedures. Provide you with the support you need while you wait You should receive additional support and information to help you manage your health while waiting for care. The information you receive should outline who you should contact if your situation deteriorates. Your safety should always be the priority. If you are waiting for an operation and this gets cancelled for a non-clinical reason on the day you were due for surgery, your hospital should offer you another fixed date within 28 days or fund your treatment at a date and hospital of your choice. Waiting for treatment can affect your mental health We understand that waiting for treatment can take its toll on your mental health and ability to stay positive. There are lots of things you can do to support yourself whilst you wait for treatment: Try talking therapies Talk to a support group Try a complimentary or alternative therapy Healthwatch Somerset can help you find the right treatment and support.  Get in touch If you need urgent help for your mental health the Samaritans are here to listen at any time of the day or night.  116 123 (Freephone) Visit their website In an emergency, or if your life is in danger always dial 999. Not getting the support you need?  Here are a few organisations that’ll be able to help: The Chartered Society of Physiotherapy (CSP) The CSP have a range of resources you can use, including information on managing pain at home.  csp.org.uk/public-patient Endometriosis UK Endometriosis UK run a support network to offer those affected by endometriosis the support and information they need to understand the condition and take control. endometriosis-uk.org/get-support ESCAPE-pain ESCAPE is a method for managing either knee and hip pain or back pain.  escape-pain.org/ Mind Waiting for treatment can affect your mental health. Mind has information and resources about where to go for support.  mind.org.uk/information-support/ Stroke Association Find local support groups and advice to support your recovery from a stroke.  stroke.org.uk/finding-support Versus Arthritis Versus Arthritis run a helpline, manage an online community and have a range of resources to help you manage your condition.  versusarthritis.org/get-help