Our July Newsletter includes updates about our work, information about health and care services, and helpful advice. A field of sunflowers with trees behind and a blue sky with white clouds To read our July Newsletter - click on the pdf below If you need this newsletter in a different format, please email: info@healthwatchsomerset.co.uk  or call 0800 999 1286.

Triggered by increasing concerns raised by local carers and chosen as a priority through the 2024 People's Vote, our report aims to amplify the voices of carers who can often be overlooked in health and care systems. 'Who cares?' shines a spotlight on the lived experiences of unpaid carers in Somerset, revealing widespread difficulties in accessing timely, clear, and consistent support and information. Our report includes deeply personal accounts from local carers like Pat and Sam (names changed), who describe being left to navigate difficult care transitions, housing issues, and family crises with little professional support. Key findings Many carers are unaware of available support due to unclear communication and inconsistent information from services. Carers frequently face barriers during transfers of care, such as poor hospital discharge communication and lack of follow-up. Young carers and carers supporting people with mental health needs report unique struggles and limited resources. The Voluntary, Community, Faith, and Social Enterprise (VCFSE) sector plays a critical role in filling gaps left by statutory services. Carers call for information in both digital and paper formats, written in plain language and designed with accessibility in mind. We urge professionals to routinely ask , “Are you a carer?” and to ensure carers are involved in care planning and decision-making processes. Read our report If you need this report in a different format, please email info@healthwatchsomerset.co.uk   or call 0800 999 1286 Executive summary Full report

Our new report highlights carers' experiences in accessing information and resources and shines a spotlight on the lived experiences of unpaid carers in Somerset, revealing widespread difficulties in accessing timely, clear, and consistent support and information. Every day, thousands of people across Somerset care for loved ones—often without recognition, formal support, or even realising that they are carers. Our report, “Who Cares?”, gives voice to those unpaid carers and shares what they need to feel seen, supported, and informed. The report is based on 14 detailed personal stories, over 30 community events, and dozens of conversations with carers, professionals, and volunteers. These accounts expose the impact on carers who are being frequently neglected by GP's and NHS Specialists during diagnosis and treament of the people they care for. What we found Carers often feel overlooked and are forced to prioritise others’ needs over their own well-being. Many don’t identify as “carers,” which means they miss out on vital support. Information is often overwhelming, inconsistent, or only available digitally. Hospital discharges and care transitions can be distressing due to poor communication. The best support often comes from the voluntary and community sector, not always from formal health or social care services. Real stories from Somerset carers One carer, Pat, described navigating their child’s complex mental health needs with no joined-up support. Another, Sam, shared their frustration at a hospital discharge that resulted in lost hearing aids and a medication mix-up. These stories, while difficult to read, show the resilience of carers - and the cost of poor systems. “I love my family, but being a full-time unpaid carer is exhausting. At times I feel so undervalued.” Carer from Somerset What carers want Clear, plain-language information One central place to access support Paper-based resources alongside digital ones Better communication from hospitals, GPs, and social care Recognition and empathy—not just leaflets Our recommendations A simple A5 carer contact and support form for use across Somerset Training and prompts for health and care professionals to routinely ask: “Are you a carer?” Accessible, health-literate communication in multiple formats Consideration of a ‘Carers Certificate’ which can be filled with important information to help with appointments and transitions of care There is progress—but more to do We’re encouraged by the work already underway across Somerset, from Carers Champions in GP surgeries to upcoming digital improvements. But there’s still a long way to go to make the system truly carer aware. Carers must be recognised not just as providers of support but as individuals with rights, needs, and knowledge of the systems they navigate. Download the full report and excutive summary by clicking the link: Who cares? Hearing how caregivers view available support and resources in Somerset.

In November 2024 we undertook an Enter and View visit to Oakhill Surgery to observe the quality of service, and talk to people using the surgery. The purpose of this Enter and View visit was to talk to patients, their family members, caregivers, and staff to understand how they felt about their experience at Oakhill Surgery. What we found This practice serves the local community, and patients feel it is an integral part of that community. Patients said staff are friendly, and go above and beyond to be helpful. We were told that staff get to know the patients and in turn patients feel listened to. The surgery places importance on good communication with patients. This includes knowing patients’ names and telling patients what is going on. We observed staff being polite and courteous to patients. Patients spoke highly about the attitude of staff and quality of care they receive. Our recommendations include: It would be helpful to have photos of the staff so that patients can recognise them. Investigate the possibility of enlarging the size of font on the TV screen and slowing the speed of screen changes. Continue to host the annual carers event (or similar) to showcase the surgery and to pass information to patients. Read our report If you need this report in a different format, please email  info@healthwatchsomerset.co.uk   or call 0800 999 1286.

In our latest report we have listened to experiences of Somerset residents who tried to book an appointment to see their GP. In response to local feedback about challenges in booking appointments with GPs, we have explored people’s experiences across the county. 64% of people who took part in our survey were offered a face-to-face appointment with their GP. Concerns about a lack of professional medical qualifications when being triaged by an administrator, and long call waiting times were some of the problems people told us about. The experiences of the 381 people who took part in our survey helped shape the practical recommendations we shared with NHS Somerset to help improve the first point of contact to GP surgeries. Recommendations Reduce call waiting times; suggestions include: Improving and increasing availability of booking online appointments. Increased reception/administrative staff at peak times. Consider creating contact centres for each Primary Care Network (PCN) as a single point of contact for the surgeries. This would improve continuity of triage and appointment allocation with potential to reduce financial overheads. Regular support for and monitoring of staff members who perform triage to improve continuity, training, delivery, and efficiency for patients. Demonstrate improved communication and understanding for patients surrounding: Triage processes and outcomes. Appointments with other healthcare professionals within the general practice teams. PCN level Enhanced and Extended Access Appointments. Local support available to those who are digitally excluded through lack of confidence, knowledge, or finance. All GP surgeries should offer in person, telephone, and online access to services and appointments to help suit patient needs. All GP surgeries should have the ability to book routine appointments in advance. Surgeries should consider a dedicated mental health triage option.   Gillian Keniston-Goble, Healthwatch Somerset Manager, recognises that GP Surgeries in Somerset are experiencing high demand with limited resources, while urging GP surgeries to consider the wider impact of the difficulties people are facing booking appointments. Gillian said: “GP surgeries across Somerset are facing unprecedented demand with limited resources, making it increasingly challenging to meet the needs of every patient. However, it is crucial that practices consider the broader impact on our community, particularly the frustration and distress many experience when trying to secure an appointment. We must continue to strive for solutions that balance the immediate pressures with the ongoing wellbeing of our patients.” Michael Bainbridge, NHS Somerset Associate Director of Primary Care, commented: “NHS Somerset welcomes the latest Healthwatch report on GP access. Our job is to plan, fund and monitor the quality of health services so that the people of Somerset live healthy lives for longer with timely access to healthcare services when needed. Patients and communities are at the heart of our work, because it is only by listening carefully that we will understand what we need to change. Healthwatch plays an important role in bringing the experience of patients into our strategy for primary care. We work closely with Healthwatch and will be developing an action plan on GP access in response to this report.” Read the full report which includes comments from survey responses and how we engaged with people to complete this important research project: The doctor will see you now: A look at booking an appointment with your GP in Somerset

NHS England has published a refreshed version of the Accessible Information Standard (AIS) which was first released in 2016. Here we look at what the standard means for you and and how this has changed with the refreshed version. The aim of the AIS is to make sure that disabled people and who have a sensory impairment get information about their health in a way they can access and understand, and any communication support that they need. This includes making sure that people get information in accessible formats if they need it, for example in large print, braille, easy read or via email. It also includes appropriate support to help individuals communicate, for example, support from a British Sign Language (BSL) interpreter, deafblind manual interpreter or an advocate. All organisations that provide NHS or publicly funded adult social care services, including hospitals and GPs, must have ‘due regard’ to the new standard. Six things that you should expect from organisations that provide NHS or adult social care: You should be asked if you have any communication needs, and asked how these needs can be met Your needs should be recorded in a clear and set way. Your file or notes should highlight these communication needs so people are aware and know how to meet them. Information about your communication needs should be shared with other providers of NHS and adult social care, when they have consent or permission to do so. Information should be delivered to you in a way you can access and understand, with the option for communication support if needed. All organisations must have a senior AIS lead and must review how they are meeting the Accessible Information Standard. They should use the Self Assessment Frameworks to monitor how well they are implementing the AIS. Find out more about the Accessible Information Standard .  What do I do if my communications needs are not met?  If you believe your local health service is failing to meet your communications needs, there are a number of things you can do:  Give feedback or make a formal complaint via the NHS or council complaints processes – read our guide here on making a complaint . Share your experience with us or the Care Quality Commission , which inspects services, as they could use it to build a picture of problems with certain services and take further action Contact a local councillor or your local MP. We also remind the public of their right to use the  NHS complaints process  to get services to respond to any concerns that their communication and disability needs are not being me You can also contact the following organisations for support you if you have a disability or sensory impairment:  RNIB – for people who have a visual impairment.  RNID – for people who have a hearing impairment.  SignHealth – for deaf people. Sense – support for people who are deafblind.  Mind  - support for people living with mental health problems.  Our role Healthwatch has been advocating for a better AIS, working with leading national charities, including RNIB, RNID, Mind and SignHealth. We will continue to press for the government to make the AIS fully mandatory for health and care organisations, which would require new regulations to come into force. We are committed to making sure all our information is clear and accessible for everyone. It is vital that anybody who wants to find out about our work is able to do so.

We want to reassure everyone that Healthwatch Somerset continues to operate as usual. The Government has announced plans to end the current model of local Healthwatch services and bring them under control of the Local Authority and the Integrated Care Board. However, this change is not yet law  — and until any legislation is passed, we remain fully active and independent . Our work hasn’t changed. We’re still here to listen to your experiences, provide advice and support, and make sure your voice shapes local health and care services. We believe a strong, independent public voice is vital — and we’re proud to continue representing our community during this time. We’ll keep you updated, but for now, please be assured: it’s business as usual at Healthwatch Somerset .

In our latest report, we detail the engagement with ABI survivors and professionals which has revealed gaps in the county's healthcare and rehabilitation pathways for people with an acquired brain injury. One of the activities of a Local Healthwatch is to make reports and recommendations about how local care services could or ought to be improved. In 2022 Healthwatch Somerset worked with NHS Somerset ICB to create a series of case studies, to support a business case for change, by interviewing people who had lived experience of an acquired brain injury (ABI) and neurological rehabilitation. An acquired brain Injury is any damage to the brain that occurs after birth and is not related to a congenital or degenerative condition. It can be the result of a range of causes, including traumatic events such as falls or accidents or medical issues like strokes, infections or oxygen deprivation. One key area of focus raised in 23/24 was support and care at home and the suggestion was made to us that we should link the two areas together. This gave us the chance to assess the current situation, review reports and projects that have been conducted both locally and nationally. This report builds on previous work and explores the current situation. Key findings There is a shortage of neuropsychologists in Somerset. There are gaps in the provision of appropriate information for ABI patients/families, especially on discharge from hospital. There is a lack of awareness of ABI in the general population. There is a lack of data tracking for ABI survivors. There is a need for standardised outcome measures. The support provided by Headway Somerset is invaluable. Read our report If you need this report in a different format, please email info@healthwatchsomerset.co.uk or call 0800 999 1286

We asked you to help shape our workplan for 2025/26 and our latest report shows the results of what you told us. Each year, we gather information about how local health and social services are running and use it to spot common patterns or issues. Using the intelligence collected over the course of 12 months, alongside wider national considerations, our Advisory Board discuss possible key projects for the next year. Our goal is to listen to what people have to say. We want to make sure that the main projects we choose for the year are sound and clear, and that they truly reflect the needs of the community. Every year, we share a list of the top project ideas with the public, and everyone gets a chance to pick their two favourite options. This year our four shortlisted topics were: Waiting lists for procedures Waiting times for medical procedures are a problem across the country, but here locally, we’ve noticed that people are not getting clear updates about their wait times and the procedures themselves. We want to look into how and when patients are being informed while they’re waiting for their medical treatments. Hospital transport Somerset's rural nature makes travelling to and from hospital appointments challenging for those unable to use standard transport. We aim to understand the experiences of people booking hospital transport and the service's communication with patients. Transfer of Care/Discharge from hospital - excluding dementia During 2024 people shared with us the difficulties they have experienced when moving from the hospital to back home. We want to listen to patients and carers tell us what they need when leaving hospital. Long wait for/no support for children and adolescents experiencing poor mental health The Child and Adolescent Mental Health Services (CAMHS) in Somerset provides mental health evaluations, support for children and young people up to 18 years old and can direct you to other helpful services. We aim to explore how help is given and what procedures are in place for those who do not qualify. To find out the result, read our brief report which explains the methods and findings from our public investigation. The people’s choice 2025: Listening to your voice in our key projects for in 2025/2 6

Our March newsletter includes updates about our work, information about health and care services, and helpful advice. Sheila and the Grand Kids visit a farm To read our March newsletter - click on the pdf below If you need this newsletter in a different format, please email: info@healthwatchsomerset.co.uk  or call 0800 999 1286.

Our May Newsletter includes updates about our work, information about health and care services, and helpful advice. Cherry blossom tree To read our May Newsletter - click on the pdf below If you need this newsletter in a different format, please email: info@healthwatchsomerset.co.uk  or call 0800 999 1286.

HM The King’s New Year Honours List 2025 celebrated over 1200 people who have made outstanding contributions to their communities across the UK. We spoke to one person from Somerset who received an honour. British Empire Medals On Friday 9 May 2025, at Bishop’s Palace in Wells, the Lord-Lieutenant of Somerset, Mr Mohammed Saddiq presented British Empire Medals (BEMs) to six people from Somerset. One of those recipients is well known to us and has given valuable intelligence and support to some of our work. Caroline Toll from Frome was awarded a BEM for her services to unpaid carers. Caroline Toll and Mohammed Saddiq, the Lord-Lieutenant of Somerset Caroline took care of her husband for five years after he had a stroke. When he died in 1999, she started focusing more on helping and raising awareness for other caregivers. Over the past 25 years Caroline has held a variety of roles supporting carers in Somerset. We have listed a few of her achievements below: Founded the first Carers UK  committee in Somerset in 2000 after becoming a volunteer. Carers UK Local Ambassador volunteer since 2014. An essential figure in producing Somerset's first Commitment to Carers document in 2016 and revised version in 2024 . Previous member of Somerset NHS Foundation Trust Board. Still works closely with a variety of health and care professionals to increase understanding around carers. Caroline told us: “It’s really nice to have the recognition, but I think all carers should have a medal.” The five other BEMs were awarded to: David Addis  from Long Ashton for services to Long Ashton in North Somerset. Douglas Allen  from Chard for services to policing and the community in Somerset. Angela Clarke from Wedmore for services to Mental Health and to sufferers of substance misuse and trauma. Roy Gibson from Bath for services to space. John Hardy from Bridgwater for services as a volunteer for Blind Veterans UK . We congratulate everyone who received the BEM and thank them for the important ways they have helped their communities in Somerset and beyond. Pictured left to right: David Addis, Janet Montgomery (High Sheriff of Somerset), Angela Clarke, Roy Gibson, Doug Allen, Mohammed Saddiq (Lord-Lieutenant of Somerset), Caroline Toll, John Hardy Images kindly provided by the Lord-Lieutenant’s office .