Take a look at our advice article on the organisations and groups that can support you if you’re grieving. What is grief? Grief is something we experience when someone close to us dies. There is no right or ‘normal’ way to feel, as everyone experiences grief differently.   As it is natural to have a strong reaction to someone dying, you may feel: Shocked about what has happened Pain and distress Anger Guilt Depression Longing Worried about other people’s reactions When you’re grieving, it’s important to not put too much pressure on yourself to feel better. To help you support yourself and others experiencing grief, Cruse Bereavement Care have put together a series of useful articles, including practical advice on what to do when someone dies. COVID-19 and grief Increased public talk of death can be distressing for people who are already grieving. For example, the COVID-19 pandemic may have brought up painful or traumatic memories. Thousands of people are also grieving the loss of a loved one  due to COVID-19 . Because of restrictions brought in during the pandemic, some people did not have the chance to spend time with a dying person or did not get to say goodbye. This can make it difficult to accept the reality of grief. Where can you go for support? Grief is a natural response to loss that many people will cope with through support from family and friends. However, if you want to talk to someone else about your grief, there are services, organisations and community groups that can help you. NHS support If you need support, you can use NHS talking therapies, like Cognitive Behavioural Therapy (CBT). These are free and you can refer yourself directly. Bereavement counselling Some local areas might have specific bereavement counselling services, but they might not be free. For local information, you can find out more online about Somerset Council's  Bereavement Services . When should you see your GP about your mental health? You should go to the doctor if: You’re struggling to cope with stress, anxiety or a low mood You’ve had a low mood for more than two weeks Things you’re trying yourself are not helping You would prefer to get a referral to a service from a GP If you're in a crisis and need urgent help: If you don't feel you can keep yourself safe right now, seek immediate help by visiting your nearest  Accident & Emergency (A&E) department  or call 999. If you need urgent support but don't want to go to A&E: Call Samaritans on freephone 116 123 – they're always open and are there to listen Contact your GP surgery and ask for an  emergency appointment Contact  NHS 111 Online bereavement support Find support on social media Lots of people have set up their own online communities or accounts exploring grief and bereavement. For example, the  UK Motherless Daughters Facebook group  is a closed space for people to share their experiences and feelings. These groups can be particularly helpful if you’re waiting for NHS support or are currently unable to access traditional support because of COVID-19. You can find these groups by searching key words, like grief and loss, on different social media channels. Some examples that might help you are: Griefcase  (Instagram) The Grief Gang  (Instagram) The New Normal  (Instagram) Siblings Grieve Too  (Instagram) Live. Death. Whatever  (X / Twitter) The Loss Project  (X / Twitter) Other types of online support Apart of Me  is a game designed to help young people cope with the death of loved one. The Griefcast  is a podcast where comedians talk about their own experiences of death and bereavement. Grief Encounters  is a podcast about love, life and loss. Charities and community organisations There are lots of organisations that can help you if you’ve been bereaved. This article has a selection of national charities and community groups, but to find the full range of support available to you, visit the  At a Loss website .  Many of the organisations below run helplines, online chat services or are arranging digital meet ups to continue providing supporting during the pandemic.  Organisations supporting adults Cruse Bereavement Care  provides bereavement support to people across the UK. If you need someone to talk to you can call their helpline. 808 808 1677 Death Cafes  are local groups of people getting together to drink tea, eat cake and discuss death. They are run entirely by volunteers. Find your nearest Death Cafe on their website. WAY Foundation   is a national charity that supports people who have been widowed before their 51st birthday. Survivors of Bereavement by Suicide  is a self-help organisation which exists to meet the needs of those bereaved by the suicide of anyone close to them. 0300 111 5065 (Monday to Friday, 9am-9pm) Macmillan Cancer Support  provide information and support for anyone affected by cancer. 0808 808 0000 (Monday to Friday, 9am-5pm) Sue Ryder charity  provides palliative, neurological and bereavement support from their specialist centres. They also offer online bereavement support which provides useful information, advice and resources to help you cope if you are struggling with the loss of someone.  0808 164 4572 Untangle Grief  are a grief support community who offer a range of practical and emotional support to those that have suffered a bereavement.  07932 317 923 (Monday to Friday, 9am-6pm Organisations supporting children and their families Grief Encounter  is a charity supporting children and their families who have experienced the death of someone close to them. 0808 802 0111 (Monday to Friday, 9am-9pm) Winston’s Wish  support children and their families after the death of a parent or sibling. If you need advice on supporting a bereaved child, you can phone their helpline. 0808 802 0021 (Monday to Friday, 9am-5pm) Child Bereavement UK   supports families and educates professionals both when a baby or child of any age dies or is dying, and when a child is facing bereavement. 0800 028 8840 (Monday to Friday, 9am-5pm) Organisations supporting young people Hope Again   is website set up by Cruse Bereavement Care for young people. Let’s Talk About Loss   is a peer-led meet up group in cities across the UK for young people aged 18-35 who have been bereaved at any stage. Follow them on  instagram . The New Normal   runs grief support meetings to connect young adults who have all experienced loss and are looking for others who understand. Follow them on  instagram . The Grief Network  is a London based network for people bereaved as a teenager or in their 20s and 30s. End of life organisations Somerset End of Life Care and Bereavement Support is a website providing information and resources for people in Somerset. Compassion in Dying   is helping people to prepare for end of life. 0800 999 2434 (Monday to Friday, 11am-3pm) Hospice UK  is a national charity for hospice and palliative care.

For new arrivals to the UK it can be confusing where to go if you need medical assistance. Here we outline your rights as a refugee, where you can access emergency help and how to register for a GP. In need of urgent medical care? If you urgently need medical help or advice but it’s not a life threatening situation call NHS 111 if you are living in England. If someone is seriously ill or injured and their life is at risk call 999. What are my rights as a refugee when it comes to healthcare in the UK? Refugees' and asylum seekers are entitled to NHS care. In all four nations of the UK, refugees and asylum seekers with an active application or appeal are fully entitled to free NHS care. But let’s break this down a bit: Pharmacies Pharmacists can offer clinical advice and medicines for a range of minor illnesses, such as coughs, colds, sore throats, tummy trouble and aches and pains. The pharmacist will let you know if you need to visit a doctor or direct you to other healthcare professionals to make sure you get the help you need. You can also buy medicines for minor illnesses or first-aid supplies in a pharmacy or supermarket. Dentists and Opticians You’ll have to register for a Dentist or Optician. Here’s how: If you’re in pain, you should call 111 for Urgent Dental Care Services. GP practice or medical centre A GP can offer medical advice, provide a diagnosis and prescribe medicines. They might be your first point of contact for many physical and mental health concerns. The GP practice is also responsible for coordinating and managing your long-term healthcare and they can refer you if you need more specialised hospital services. Everyone has the right to register for a GP. You don’t need proof of address, immigration status, ID or an NHS number. Find your nearest GP practice and  register online For help if you are having difficulty registering with a GP you can: •  Download  a GP Access Card and show this to the GP receptionist • Phone NHS England (0300 311 22 33 ) or Doctors of the World (0808 1647 686) What to do if can't register with a GP? Find out about your rights and what do to if you are refused the right to register. Community health services (pregnancy, child health, contraception services) Some health services are accessed in the community, and not in hospitals. These include mental health, child health and antenatal services and sexual health and family planning clinics. Find out more about  community health services  and what they look like. Walk-in or Urgent Treatment centres (minor injuries or urgent medical advice) If you need urgent medical care for minor injuries such as cuts, sprains and small fractures, or urgent medical advice, you can directly go to a walk-in or urgent care centre without an appointment. These centres are usually open during daytime hours. Emergency services (medical emergency or life-threatening situation) Call 999 if someone is seriously ill or injured and their life is at risk. The telephone operator will advise you what to do or where to go next. An ambulance may be sent to provide treatment or transport the patient to hospital. Hospital Accident and Emergency (A&E) departments are open 24 hours every day of the year. You can access these services directly and without an appointment. Emergency mental health (suicidal thoughts or serious self-harm) If you have seriously harmed yourself or are about to do so, call 999 for an ambulance or go straight to A&E. If you are thinking about suicide, talk to someone at the Samaritans by calling 116 123. Welcome: a guide for new refugees A guide for adults who have been granted asylum in England to access public services and make the most of the opportunities in the UK.

People who use NHS 111 in Devon and Somerset have reported ongoing concerns about the quality of the service, with the most common complaints being about long waiting times and difficulty getting through on the phone. Our new report published today, jointly produced with other Healthwatch in the South West, presents findings from our autumn 2021 survey on people’s experiences of using the 111 service in Devon, Plymouth, Torbay, and Somerset. (See key findings below.) The report also compares people’s recent experiences of NHS 111 with public feedback gathered a year ago, concluding that although there is evidence of some progress, there are still aspects of the service that require improvement. 256 people completed the Healthwatch survey in autumn 2021 – 114 were from Devon, 63 from Plymouth, 36 from Torbay, and 37 were from Somerset. While these numbers represent a small proportion of the people who use NHS 111, Healthwatch feels their feedback is significant and should not be overlooked. Recommendations for improvement In our January 2021 report, we made several recommendations for change and improvement. At that time, Devon Doctors, which provides NHS 111 and other urgent out-of-hours care services in the South West, said that it would use the Healthwatch report to help shape an improvement plan to address public concerns locally. Devon Doctors also highlighted that some concerns raised by the public relate to procedures that are set nationally by NHS England, such as staffing levels, and the pre-recorded messages and questions asked by call handlers. The new Healthwatch report reviews progress against earlier recommendations, concluding that improvements are still required in the following areas. Reduction of waiting times for arranged call-backs. Improvements to call-handling procedures and staff training. Reduction of the length and complexity of pre-recorded messages and options for patients before they are connected to a call operator. Improvements to the call-logging system to ensure better continuity and communications between NHS 111 and other services. Gill Keniston-Goble, Healthwatch Somerset Manager,  explained why they conducted the research: “NHS 111 is a vital service that supports people when they are vulnerable and in need of urgent health care, guidance and support. With essential services facing unprecedented challenges, 111 helps people get the care they need, when they need it, while also helping the NHS manage demand by directing patients to the right service. It is essential, therefore, that the 111 service provides quality and accessible care, consistently, for everyone. “By asking people about their experiences of using the 111 service, regularly and over time, we have been able to highlight common and continuing areas of concern. Although the number of people who fed back in Somerset was low, their views remain valid and have contributed to the bigger picture. We will make sure that those responsible for NHS 111 in the region and nationally understand what is working well and where change and improvement is needed. Thanks to everyone who shared their views and experiences, your feedback will make a positive difference.” Responding to the report, the Chief Nurse at Devon Doctors Ltd said: “We would like to thank Healthwatch for its report in relation to patient experiences of the 111 service in Devon and Somerset. It is regrettable that the sample size for the research was so small that the findings are not representative of the populations of either counties… We value all feedback and would encourage patients to continue to feedback about their experiences.” Key findings 256 people completed the Healthwatch survey in autumn 2021 (186 people completed the survey in winter 2020.) Quality of experience Most respondents, 53%, rated their experience of using 111 as ‘poor’ or ‘very poor’, with only 37% rating their experience as ‘very good’ or ‘good’. (In the winter 2020 survey, just under one third, 31%, of respondents rated their experience ‘bad’ or ‘very bad’, and 56% of people rated their experience as ‘very good’ or ‘good’.) Difficulty getting through to a call handler Long waiting times or difficulty connecting to a call handler were the most common complaints among people who had poor experiences. Although 48% of people found it easy to speak to someone or to use the 111 website, approximately one third, 35%, found it ‘difficult’ or ‘very difficult’. (In the winter 2020 survey, nearly one fifth of respondents, 19%, said they did not find it easy to access 111.) 34% of people said they waited longer than three minutes for their call to be answered, and 19% said their call was not answered at all. (In winter 2020, although most people, 76%, said their call was answered in a timely manner, 24% of respondents waited longer than three hours for an arranged call-back, and a fifth, 20%, never received an arranged call-back.) Action after contacting 111 47% of people said NHS 111 directed them to another service, 32% said they contacted another service themselves after using 111, and 22% said 111 resolved their issue directly. (In the winter 2020 survey, 56% of respondents were passed to another service, 25% contacted another service themselves, and 19% said 111 resolved their needs over the phone.) The most common reasons people gave for contacting another service were: inability to access 111 in a timely manner, the patient’s condition worsening or requiring more urgent treatment, and unsatisfactory advice. Other common complaints Other complaints included long automated messages, too many questions, poor communication between services, and call handlers’ lack of medical knowledge or awareness. Positive feedback The most common positive responses about the service were that 111’s solution was helpful or satisfactory, and the call handlers were sympathetic and polite. Healthwatch in Somerset, Devon, Plymouth, and Torbay have shared their findings with Devon Doctors and the health and social care regulator, the Care Quality Commission (CQC), to inform their ongoing work to improve the 111 service in the region and nationally.

We invited Fiona Harvey, Carers Service Coordinator for the Community Council for Somerset, to tell us about support for unpaid carers in Somerset as COVID-19 restrictions continue to ease. Carers groups If you regularly look after someone in an unpaid capacity, such as a friend or a family member, Somerset Carers can support you with advice and guidance and, in association with Spark Somerset, we also run carers groups across the county. Lockdown changed the way carers were able to meet, as traditional groups were forced to stop and groups began to meet online.  Even though lockdown measures have eased, these online communities are still proving popular and are still running, so you now have the best of both worlds! Face-to-face carers groups across Somerset are once again becoming increasingly well attended. Our groups in Yeovil and Keinton Mandeville can provide support for carers and the people they care for. For example, in the Yeovil group, those who are cared for can enjoy boccia (seated bowling) and coffee with the skilled team from Freedom Leisure, whilst carers can meet new people, chat and connect with others who care for their friends or family members. You can find out about carers groups in your area by looking at the Carers Hub page on our website , or you can call us on 0800 3168600. You can also hear me chatting about local carers groups on BBC Radio Somerset where I was joined by Cath Holloway, Carers Development Officer at Spark Somerset and Tanya Campbell who is an unpaid carer as well as the Healthwatch Somerset Engagement Officer:  Have a listen . Carer Champions Did you know that your GP Practice will have a Carer Champion? Carer Champions are members of staff, for example a receptionist or a health coach, who will act as the voice of carers in the practice.  They will also be the key point of contact for carers information within the practice where they work. Your Carer Champion can register you as a carer at your GP practice, support you in finding the right information, and assist you in contacting Somerset Carers and your local Village Agent. You can find out who your Carer Champion is by contacting your GP practice or by emailing Emma McGarva, Carers Co-Ordinator: emmam@somersetrcc.org.uk Share your feedback What is it like being an unpaid carer and using health and social care services in Somerset?  Share your experience and feedback with Healthwatch Somerset to help improve health and care services. Complete our short  online feedback form  or call Freephone 0800 999 1286.

Lack of access to NHS dentists in Somerset is a significant issue raised with us by the public. They have told us that NHS dentists in Somerset are not taking on new patients. Over the last three months, 35% of all the feedback we have received about health and care services came from people who couldn’t find an NHS dentist in Somerset.  Many were parents trying to find an NHS dentist for their children, pregnant women, or people who are on benefits who cannot afford to pay for private dental care. What people have told us Here are some examples of the feedback we’ve received about dental care in Somerset. “I’ve been on the NHS website for dentists and phoned six different dentists, but they all say they are not excepting new patients.  I’m not registered with any dentist, but need to see one now as I have an extremely loose eye (canine) tooth and a wobbly front tooth.  It seems my only option is to go private, but I can’t afford this being a carer on minimum wage.” “I’ve been trying to get my two year old son into an NHS dentist.  I’ve typed my postcode into the NHS Website to see which ones are local and have rung nearly every single one of them, and not one of them are taking on any new patients.  My son missed out on an appointment last year when he started getting his teeth due to Covid, and now I can’t get him in anywhere.  I think it is appalling that they are telling me that I will have to go private.” “I am 65 years old and only have my bottom teeth and two have fallen out now and the other teeth are loose.  I have trouble eating and talking, and need to see a dentist as I’ve got gum disease.  I am on universal credit and can’t afford to pay privately, and I think it’s a disgrace that there aren’t any NHS dentists.” “We’ve been registered as a NHS patient at our dental practice for several years, but we’ve been notified by the practice that they have withdrawn from offering NHS services, meaning we either have to pay for private treatment or find an alternative NHS dentist.  After contacting numerous dentists in our area we’ve not been able to find one that is taking new NHS clients.  This means that we are now without any dental care service.” “I’m pregnant, and can’t find an NHS dentist accepting new patients.  I’ve tried ringing several in the area and further afield.  The ones on the NHS website which say they are NHS have a waiting list, but it’s two and a half years long!  I’m very worried about going private as I haven’t been to a dentist in a while, and if something major is revealed, how will I afford the private fees?” “I am looking for an NHS dentist.  I am on benefits and disabled my son is my full-time carer.  I was discharged from my previous dentist as I hadn’t had an appointment in over two years.  I have a severe fear of dentists and this was during Covid, and I am clinically extremely vulnerable so couldn’t go then.  I am now without a dentist and despite ringing every dental surgery I’ve been told they are only taking on private patients.  My teeth are in an awful state and I am now struggling to eat, they are causing sores and cuts within my mouth and tongue, as they are essentially crumbling away.” What to do if you need urgent dental care If you have an urgent or emergency dental condition and don’t have an NHS dentist, you can call the  Somerset Dental Helpline on 0300 123 7691 , and you will be triaged to access the urgent dental care service.  Unfortunately, this only covers emergency work, and you will then have to find a dentist to complete the work. Healthwatch calls for dental care reform In October 2021, Healthwatch England co-signed an open letter addressed to the Chancellor of the Exchequer calling for a recovery plan for NHS dentistry.  You can  read the letter here . In December 2021, Healthwatch England published a report on what people have told them about NHS Dentistry.  They called, once again, for the Government and NHS England to speed up dental reform and provide significant and sustained funding to tackle the underlying problems of dental access and affordability.  The report shows that between 2019 and 2021 there was a reduction of 17% in adults and 42% in children who were seen by an NHS dentist.  (Read more:  Recovery of NHS dental care too slow to help thousands left in pain | Healthwatch .) On 24 January 2022, Darren Jones, MP for Bristol North West (Lab) bought up a debate in Parliament about the lack of NHS dentists, as many of his constituents have told him how difficult it has become to find an NHS dentist –  read the debate here . On 25 January 2022, it was announced by NHS England that there will be £50 million new funding made available to secure 350,000 extra NHS dental appointments until the end of March in England.  Children, people with learning disabilities, autism, or severe mental health problems will be prioritised –  read more here . The South West will receive £4,726,000 of this funding, and NHS teams will use the money to increase capacity amongst local dentists by offering NHS appointments outside of core hours, such as early mornings and weekends. While this new funding and the focus on supporting vulnerable people is welcome, Healthwatch England and the local Healthwatch network will continue to call for wider reform due to the “deeper and more systemic challenges in the dental sector that have been laid bare over the last two years… after this dreadful pandemic.” Where can you go for support? If you are unhappy about not being able to find an NHS dentist in Somerset you can  contact your local MP  to let them know how this is affecting you.  You can also contact NHS England to  make a complaint . We will continue to record people’s feedback and share this with those who are responsible for providing dental care in Somerset, as well as Healthwatch England.   Get in touch  to share your experience.

The Accessible Information Standard is mandatory for all organisations that provide National Health Service (NHS) or adult social care. The standard aims to make sure that people who have a disability, impairment or sensory loss get information that they can access and understand and that they get any communication support they need from health and care services.  Organisations are required to provide alternative formats where required, such as braille, large print, and easy read. They must also support people to communicate, for example by arranging a British Sign Language (BSL) interpreter, deafblind manual interpreter or an advocate. What do health and care organisations have to do?  Ask if you have any communication needs, and asked how these needs can be met. Record your needs in a clear and set way and highlight these needs in your file or notes so people are aware and know how to meet them. Share information about your communication needs with other providers of NHS and adult social care, when they have consent or permission to do so. Deliver information to you in a way you can access and understand, with the option for communication support if needed. What should you expect?  So if you’re speaking to a dentist, doctor, care home manager or any other provider of health and social care, here’s what you can expect: You should be able to contact, and be contacted by, services in accessible ways, for example via email or text message. Information and correspondence should be given in formats you can read and understand, for example in audio, braille, easy read or large print.  You should be supported by a communications professional at appointments if this is needed to support conversation, for example, a British Sign Language interpreter.  Health and care staff and organisations should support you to communicate, for example, to lip-read or use a hearing aid.  What can you do if your communication needs are not met?  We know that not all services are fully compliant with the Accessible Information Standard.  If you do not receive information about our health and care in a format that suits you, you can:  Remind service staff that they have a legal duty to provide accessible information under the Accessible Information Standard.  Make an informal complaint to the nearest Patient Advice and Liaison Service which can help you to resolve issues informally. Make a formal complaint. If you’re thinking about making a complaint, you are entitled to support from the independent NHS Complaints Advocacy Service.  Share your experience with your local Healthwatch, who will feed back to local services and decision-makers, as well as feed into Healthwatch England’s national advocacy work.  Get involved with your local Patient Participation Group or patient reference group – groups of patient volunteers which work to represent the voices of patients and improve services.  More information Read about the Accessible Information Standard on the NHS website.

Eating disorders are complex mental illnesses that anyone can develop, regardless of age, income and ethnicity. Take a look at some of the common signs of eating disorders and where to go for support if you need help. According to  Beat Eating Disorders  there are an estimated 1.25 million people in the UK with an eating disorder. Eating disorders vary a lot from person to person and can be challenging to identify. Could I have an eating disorder?    Some of the common behaviours suggesting you or a family member may have an eating disorder can include:    distorted beliefs about your body eating large quantities of food at once getting rid of the food eaten through making yourself sick, frequent fasting, going to toilet after meals or other unhealthy means a combination of the above. If you’re worried about yourself or someone else, seek help as quickly as possible, as this gives the greatest chance of a full recovery. It was a struggle and it is a constant struggle; you do not know who to turn to get help for your child and there are not enough people who know enough about eating disorders. Parent talking to Healthwatch Where to go for support Contact your GP  If you think that you have an eating disorder you should contact your local GP. They will ask you about your eating habits and lifestyle. If they think that you might have an eating disorder they will refer you to a specialist.  Talk to a friend or family member  It can be very hard to admit you have a problem and ask for help. Start by talking to a friend or family member. You could even bring them with you to your appointment to make you feel more comfortable. Talk to an advisor   Beat Eating Disorders  has advisors who can talk to you about the different types of eating disorders, and provide information about recovery and the support available to you. - Adult Helpline: 0808 801 0677 or email  help@beateatingdisorders.org.uk - Youthline: 0808 801 0711 or email  fyp@beateatingdisorders.org.uk Services in Somerset Eating Disorders Service for Adults (EDSA) Somerset and Wessex Eating Disorders Association (SWEDA) What should services do to help? Provide quicker access to support. Beat has warned that during the pandemic NHS waiting lists to see a specialist have grown alarmingly. Raise awareness of eating disorders and make information about local treatment and support easy to access. Offer more information about support groups to help people support a family member or struggling with an eating disorder.

By Tanya Camberwell, Healthwatch Somerset Engagement Officer We want to reach as many different and diverse communities as possible from across Somerset, to tell people about our work, to give them an opportunity to share their views, and to help them find the health and care services they need. In 2021, we attended a wide range of community festivals, venues, and meetings, and joined many voluntary and community sector events, both out and about and online. I took part in two ‘Together’ events supported by the Community Council Somerset Diverse Communities team.  Yeovil Together, took place outdoors at Mudford Park, Yeovil during the last week of July; they were blessed with beautiful weather, and it was a busy day full of cultural activities and music. The Bridgwater Together event, took place in the Town Hall in Bridgwater and was equally packed with people, food, music, talks and activities; another wonderful event to meet more people face-to-face. In the last few months, I have been learning about the great work of  Somewhere House  in Burnham-on-Sea, whose mission is to provide a therapeutic service for anyone who chooses to access support in the local community.  They aim to reach individuals who most need help through a variety of services including low-cost counselling, educational workshops, and community projects.  I joined their monthly coffee mornings which are open to anyone and provide refreshments and cakes on a donation only basis. Their Christmas event ( Photo credit: Burnham-on-Sea.com ) was covered by the local newspaper:  Burnham charity Somewhere House Somerset holds Christmas ‘coffee and chat’ I want to thank everyone (Mulțumesc, Dziękuję, Ačiū, Obrigado, Blagodarya ti), who supported me with these events and to the wonderful people of Somerset for their contributions and interest in our work, have a wonderful festive season. If you have a meeting, event, or group that we could visit or join online in 2022, do  please get in touch .

Know your rights and get the support you need Carers Rights Day was introduced by Carers UK to draw attention to the multiple rights that unpaid carers are entitled to and to raise awareness of the services and support that makes such a difference. Carers want recognition, support, and equality In a recent nationwide survey, Carers UK found that the most important things to carers are recognition, particularly by professionals, support, and equality.  Most carers’ mental and physical well-being is affected by caring but, with so many support services having to be withdrawn because of Covid, the last 18 months have been particularly hard. During the pandemic four in five carers had their caring responsibilities increased, 78% said the needs of those they cared for had increased, and two out of three were worried about how they would manage during the next year, including financially. What rights do unpaid carers have? Carers have the following rights: to request to be identified as a carer to have a carers assessment, separate from the assessment of the person/people they care for to be consulted on hospital discharge for the person they care for to be protected from discrimination to request a free flu jab; and to request flexible working. The value of unpaid carers Bearing in mind that carers nationwide save the statutory services about £193 billion, mostly willingly, there is a very good case for them to be recognised, supported, and treated equally. Support for carers in Somerset In Somerset, there are several services and initiatives to help support carers, including the following. Somerset Carers Service:   This is run by the  Community Council for Somerset  on behalf of Somerset County Council.  Their network of Village Agents across Somerset supports carers in their communities.  They also run carers support groups, both face to face and online, in partnership with Spark Somerset.  Phone: 0800 31 68 600, or text ‘Carer’ to: 78070. Somerset NHS Foundation Trust Carers Service:   Provides support for people caring for someone with a mental health condition.  Find out more online  or email:  Carers@somersetft.nhs.uk . Carers UK:   Provides a range of support for carers on the phone and online, including a 24/7 online forum, a regular ‘Care for a Cuppa’, access to the latest information on benefits, and fact sheets and leaflets full of useful information. Call their helpline: 0808  808  7777 or  find out more online . Healthwatch Somerset’s support for carers The Healthwatch Somerset team has a good understanding of the challenges carers experience in their lives, and of the difference made by the people and services that provide support. Healthwatch Somerset supports the Carers Strategic Partnership Board in Somerset. We gather feedback from people, including those with caring responsibilities, about their experiences of health and care services, and we can help them find the support they need.  Several of our team have caring roles in our own lives, we are members of different carers groups, and we volunteer with them too, for example  Re-engage  and  Somerset Sight . The paper Christmas wreaths (pictured) were made at a local Carers group where one of our team volunteers.  A similar activity will take place at the  Taunton Carers Support Group on Tuesday 7 December  at Wellsprings Chapel at 10.00am.  If you’d like to go along, contact Carol on 0788 8077757 or email  mccracken@talk21.com  for more information. Share your story and feedback about services If you want to share your experience of being a carer and feedback about the support services you use, please get in touch.  We will use your feedback, anonymously, to help Somerset’s health and care services understand about the support you need and value.

In our new report out today, young people are calling on the county’s health and social care services to improve how they communicate – with each other and with young people – to improve how they care. 65 young people have told our Young Listeners about their experiences of using health and social care services. They talked about the barriers and challenges they face when seeking support, and the changes they want to see to make services work better for young people. Key themes were identified and, in response, the Young Listeners have made recommendations for how Somerset’s health and care services can develop to address young people’s needs and concerns. They have shared their findings and recommendations with Somerset’s Health and Wellbeing Board, Somerset County Council, and Somerset’s NHS Clinical Commissioning Group. Key themes Lack of communication between services:  41% of young people said they had to repeat their symptoms and story to each service they used, even if they had been referred by their GP or another service. They found this frustrating, and for some young people with mental health issues, it was distressing. Poor communication with young people:  This was one of the most common issues raised including by those moving from children to adult care services. Young people often felt forgotten, not listened to, and not involved in decisions about their care, leading to distrust of health and care services. “After a GP laughed at me, it took me a long time to recover and feel confident in going to healthcare staff with a problem.”“No emails or calls, I felt left alone.”“I almost gave up.”“It felt like being a minor made me not listened to.” Not enough information about health and care services in schools, colleges, and universities:  Over half of the young people were concerned that they could not find the information they needed in school or college about health and care and the services available. “At school we don’t really learn new things about health, they just go over the same thing.”“They had no information to provide.”“I don’t think awareness is spread around.” Services are not promoted in ways that are appropriate, accessible, or inclusive of young people:  Many young people are unaware of the health and social care services that are available. A common concern was that services are not promoted using the online channels that young people increasingly use, which makes it difficult for them to find information and answers. “When I found the services they offered brilliant support, it was just a matter of finding the support.” Recommendations for change and improvement More training for all school staff around mental health and wellbeing awareness, and the support that is available locally, so that they can signpost young people to the correct services. Health and social care services should re-evaluate how they communicate with each other and their patients, to reduce confusion and feelings of abandonment. Services that support young people should promote themselves in ways that are appropriate and accessible for young people. Schools and services should promote the need to ask questions and reduce stigma around health and social care issues, encouraging young people to seek information and answers from professionals. Health and social care services should involve young people more regularly in decision making processes, as well as in planning for projects concerning young people. In the report, the Young Listeners suggest some simple and practical actions and solutions to help services achieve these improvements. Young Listeners project summary Between January and July 2021, Healthwatch Somerset recruited and trained a group of nine volunteer Young Listeners from across Somerset, aged 12 to 18. The Young Listeners designed and delivered a peer-to-peer engagement project to find out what it is like to be a young person using health and social care services in Somerset. In August and September 2021, they gathered feedback from 65 young people via face-to-face and online meetings and events, and an online survey. Read the report Find out more about young people health and care experiences and why they are asking for change by reading our report -  Young Listeners Project – Sharing young people’s feedback to improve the health and social care services they use . Healthwatch Somerset Manager, Gill Keniston-Goble said: “We know that services improve when they listen to the people they care for and adapt to meet their needs. We also know that children and young people often feel ignored or don’t feel supported in a way that suits them. With the help of our fantastic Young Listeners, we have been able to give young people in Somerset the opportunity to share their stories and their views to influence change and improvement in young people’s health and social care services. Thanks to all the young people who took part and to our Young Listeners for delivering such an inspiring and positive project in a year that was so challenging and limiting in so many ways due Covid-19. We will now work with services to make sure that your feedback is heard and used to make care better for young people.” Fiona Phur, Partnership Business Manager at Somerset County Council said: “Young people’s voices should be at the centre of all our decision making and the findings from this project are powerful and give direction to future service planning. Well done to Healthwatch Somerset and the young people and everyone who supported them.” Becky Applewood, Deputy Director for Women’s and Children’s Health, NHS Somerset Clinical Commissioning Group said: “The insight from this report shows just how important it is to ensure children and young people are at the centre of the work we do and that we really listen to their experiences and observations. Our services need to properly meet the needs of children and young people, not the organisations, and this can only be achieved by working with and listening to them. The report also shows how, when we deliver any of our health services, we have to think about the child or young person holistically, considering both their mental and physical health so we achieve the best outcome for them. It is really important that we join up our health and care services so that children and young people in Somerset are able to easily access what they need; making sure that early help is available before things worsen.”

Information and advice from Healthwatch England, September 2021 Waiting for planned medical care or surgery can be a frustrating time.  That’s why it’s so important that while you wait, you get regular, clear, and accessible updates so that you can plan your next steps. If you or a loved one are waiting for care, read on to find out what healthcare staff should be doing when contacting you. Communications from healthcare staff should: 1. Be personalised to you and not just a generic response When you’re contacted by healthcare staff about your upcoming appointment, they should provide honest information about your next steps.  You must be made aware of realistic timescales and what to expect while you wait so that you can make an informed decision about your treatment. 2. Put you at ease around safety concerns regarding COVID-19 Significant steps have been taken to minimise the risk of COVID-19 transmission while in hospitals.  But, if you have any concerns about your safety while in hospital, you should be given contact details to discuss these concerns with a healthcare professional. 3. Use clear language When healthcare staff contact you, the language they use should be clear, accessible, and easy to understand – whether that’s by letter, email or on the phone.  Of course, sometimes technical terms are needed, but these should always be explained to you first. 4. Share their decision making You should be part of the conversation when decisions about your health are being made.  Healthcare staff should support you to make the right decisions for you and outline the risks and benefits of going ahead with, cancelling, or delaying your procedure. 5. Be transparent about delays and cancellations When contacted regarding a delay or cancellation to your appointment, you should be given a clear reason and information about what happens next.  Healthcare professionals must be open and honest with you and give a realistic timescale when you should expect to hear from them again.  Further support should be provided to you to help you manage your condition whilst waiting for care.  This could be information about or access to other health and care services, or access to pain relief.  Above all, it should be clear who you should contact if your condition 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. 6. Ensure you’re contacted in your preferred way Information about your upcoming care should be easy to access and you should be provided with the option to ask questions.  It’s also essential that the way you prefer to receive information is met.  A phone call is often a popular choice, but alternative options should be available for any patient with specific language or communication needs.

Millions of people have had their treatment delayed by the pandemic – are you one of them? Healthwatch Somerset has been finding out how local people have been affected by waiting for surgery in Somerset.  As the local survey closes, Healthwatch England have launched a national survey about waiting times, giving people another chance to share their story. Millions waiting for care because of pandemic The COVID-19 pandemic has resulted in many people having their operations, treatment and appointments cancelled or delayed. The NHS had to postpone non-urgent elective care treatment when the pandemic hit, freeing up inpatient and critical care capacity.  While this helped medical staff respond to the crisis, it has resulted in a huge backlog of people waiting for treatment. The latest data shows that the number of people waiting for routine operations and procedures in England is at its highest level since 2007 – currently at 5.45 million. Impact of delayed treatment The impact of delayed treatment can be huge, potentially leaving you in pain and affecting both your physical and mental health.  It can even stop you working and performing day-to-day tasks, such as cleaning, shopping, and caring for others. What could be improved? It’s essential that while you wait for treatment, you get support to manage your health and wellbeing in a way that is best for you.  If you need hospital treatment, you should be receiving advice and information from the NHS about how to look after your health while you wait.  You should be kept informed about the dates of your treatment and where you are on the waiting list. Share your views to help people waiting for care It’s vital that decision makers hear your experience of waiting for care as a result of the pandemic and the subsequent backlog.  Whether it’s gynaecological surgery, a knee replacement, or a biopsy you’re waiting for, if you’ve got a story to tell, Healthwatch is here to listen. If you have already shared your feedback with Healthwatch Somerset, your views will be shared with Healthwatch England. Everything you share is confidential and will help Healthwatch to understand what needs to be put in place to better support people waiting for treatment like you.  So, whether your experience is good or bad – we want to hear it. Help us to help the NHS better support people like you by completing Healthwatch England’s short survey and telling us your experience of waiting for care. [Survey now closed] If you would prefer to get in touch with Healthwatch Somerset , call Freephone 0800 9991286 or email  info@healthwatchsomerset.co.uk .