People with a passion for seeing local health and social care services changed for the better are being sought by us, the county’s independent health and social care champion. We have an important role in assessing the quality of local health and social care services and influencing the design of future services, and are looking for a permanent Chair to lead our Board, as well as additional Board members. Emily Taylor, Healthwatch Somerset Manager, explained: “We welcome interest from all sections of the local community. We’re looking for local people with a passionate interest in helping the local community shape the way their health and social care services are run. “Although not essential, if people have knowledge or experience in social care, children and young people, mental health, equalities and diversity this would be beneficial.” Board members will oversee and contribute to the work programme and play a crucial role in monitoring its delivery. They also play a part supporting the organisation to adhere to our principles, purpose and vision and ensuring that we operate in a moral and ethical way. “The people of Somerset need a champion to express their views” Retired ambulanceman and current board member Bob Champion, from Shepton Mallett, said: “I enjoy being a Board member, as I like to help people to get the proper advice and help that they deserve about health and social care. “I’ve many years of experience with the Health Service, which adds to the experience and knowledge I can give by being a Board member, and I am happy that I am not wasting the experience that I have had both in working as a paramedic and as a carer. Being a Board Member also helps me to keep my brain active and my legs working!” Fellow Board member Mike Hodson, from Spaxton, in the Quantock Hills, added: “I want to continue to be a Board member as we’ve made such a promising start and there is a lot more work to do, and I want to follow this through. The people of Somerset need a champion to express their views on health and social care and its improvement and Healthwatch Somerset is at the forefront of that effort.” Volunteer Rachel Mason from Somerton, who has two adult sons with autism and learning disabilities, said: “I volunteer to encourage the local authority and health bodies to see the value and benefit of working together to shape local health and care services. Volunteering could simply mean giving a few hours a week to pop some leaflets into your local library, shop or GP surgery to help raise awareness about Healthwatch and the difference we can make by working together.” Board meetings are held every two months. In addition, Board members will need to spend about two days a month on Board matters, plus emails and occasional meetings, both day time and evening. The role is voluntary, but all out of pocket expenses will be covered. The term of office will be for an initial period of two years, with an option to extend by a further two years.

Here we look at six things you should expect when making a complaint about social care services. If you have a bad experience and your care goes wrong, it’s vital that services put things right as soon as possible and learn from what happened. However, we know from our conversations with you that making a complaint isn’t always straightforward. Some people worry that by speaking up their care will be affected or that they won’t be taken seriously. Others find the process too complicated. To make it clear what to expect when making and dealing with complaints about social care services, we’ve been working with the Local Government and Social Care Ombudsman to develop a  Single Complaints Statement  for both professionals and the public. Together, we’ve worked with organisations from across the social care sector as part of the Quality Matters Initiative to tackle people’s concerns. Three steps to follow when making a complaint about your social care It’s usually best to tell the organisation that provides or pays for the service if you need to complain. Doing this as soon as possible gives the best chance to put things right. If this doesn’t solve the problem, ask the organisation for a copy of their complaints process and make a formal complaint. If you are unhappy with the result, you can contact the Ombudsman for an independent investigation of your complaint. So what should you expect? Encouragement and reassurance:  You should feel encouraged to give feedback about the care you received and be given any information you need to do so. Your treatment should not be unfairly affected because you shared your views. You should receive reassurance that if you need to make a complaint, your care or the care of others will not be affected. Respect and involvement:  You should feel listened to, respected, and involved throughout making a complaint. You should receive the proper support to make your complaint, including independent advocacy where appropriate. A simple process with well-trained staff:  The complaints process should be easy to find. Organisations and their staff should have the skills to listen and understand your feedback and deal with it openly and transparently. To be taken seriously and to know what will change as a result:  Your feedback should be taken seriously. You should receive an explanation of the next steps outlining how your concerns will be addressed. It should also be made clear how the organisation uses people’s feedback to improve their services. A simple process to follow for when there’s more than one organisation involved:  There can often be more than one organisation involved with your care. If your complaint covers more than one organisation, you should be signposted to the right organisation, be able to make one complaint and receive a joint response from those involved. Clear information on what to do if you’re not happy with the result:  If you are unhappy with the result of your complaint, you should be given clear information about how to contact the Ombudsman for an independent review. However big or small the issue, if it’s important to one person, it’s very likely that it affects others, too. By sharing your story, you can help doctors, dentists, hospitals, and care homes understand what’s working and what could be better for you and your community.

People in Somerset are being asked for their views on using the county’s 111 non-emergency phone line. We are asking people to share their experiences of using the service – so that the public voice can be fed into any decisions made by the commissioners later this year. The Care Quality Commission (CQC) recently rated the NHS 111 non-emergency phone line in Somerset as ‘requires improvement for being safe and effective’. Our survey aims to capture the patient voice to ensure their views are taken into account. This is ahead of the move to a new Integrated Urgent Care Service for the county where Somerset Clinical Commissioning Group will be incorporating the views of service users and the public into the development of the new service model. Emily Taylor, Manager at Healthwatch Somerset, said: “We feel that we are undertaking this piece of work at a critical point in time. We have seen no evidence that patient feedback is being collected about the service and therefore the views of the users are not being considered in decision making. “Going forward, we want to be in a position to let Somerset Clinical Commissioning Group know where the issues are and actively encourage changes to be made.” We have a seat on the Somerset Clinical Commissioning Group’s Governing Body and will monitor any actions taken following the survey.

Share your experiences of local health and care services and make it better for everyone – that’s our message as we celebrate our fifth birthday next week (April 1). Healthwatch Somerset, along with 147 other healthcare organisations in England, was set up in 2013 as a result of the Health and Social Care Act 2012. Our role is to listen to the views of the public on local health and care services. We then use this feedback to help influence decision-making at a local level, shaping services for the better. Community Interest Company Evolving Communities took over the contract to run the local Healthwatch service in October last year. Since then, we have set up a new staff team recruiting a manager, volunteer officer, engagement officer and signposting officer. Over the last few months, our staff and volunteers have been out and about in Somerset visiting community hubs to encourage more local people to volunteer with the Bridgwater-based organisation and help shape health and care in the county. Emily Taylor, Healthwatch Somerset Manager, said: “As we celebrate our fifth birthday, our real focus is now on talking to more people than ever before through a strong network of volunteers. “We plan to run a more diverse range of engagement activities to reach more people. No matter how big or small the issue, we want local people to share their stories of local health and care services with us, so that we can share these ideas with those with the power to make change happen.” Five ways to share your views on health and care in Somerset: Talk to a Healthwatch Somerset volunteer or staff member on an information stand in the community. Check our events  for an up-to-date venue list. Pick up the phone and talk to a friendly member of staff to share your experience: 01278 264405. Email your story to  info@healthwatchsomerset.co.uk . Share your views online Join our growing team of volunteers – and help give people a powerful voice to make a real and lasting change.

As the county’s independent health and care champion, we welcome news a new provider will run the out-of-hours GP services in the county. Somerset Clinical Commissioning Group (CCG), the NHS organisation responsible for the planning and funding of local health services, announced today Devon Doctors Ltd would manage the county’s GP out-of-hours service. Last April, government inspectors from the Care Quality Commission found the out-of-hours service run by current provider Vocare to be inadequate and rated the NHS 111 non-emergency phone service, also provided by Vocare, required improvement. Emily Taylor, Healthwatch Somerset Manager, said: “We are pleased to hear that prompt action has been taken by Somerset CCG to address the ongoing concerns with Vocare’s delivery of the out-of-hours services. “We welcome the change to improve the out of hours service received by Somerset residents. We will be closely monitoring the public’s experiences of the new service delivered by Devon Doctors from April and invite local people to feed back to us about their experiences of using the service.” In February, members of Somerset CCG's Governing Body, agreed to procure a new urgent care service for Somerset within the next 12 months. This new service model will be consistent with guidance issued by NHS England in August 2017. Nick Robinson, Somerset CCG’s Chief Officer, said: “New nationally issued guidance aims to create Integrated Urgent Care Services across England, this should deliver a more robust and responsive service to patients and Somerset CCG supports this objective. “The procurement of the new urgent care service for Somerset will be subject to a competitive tendering process and we expect expressions of interest from any qualified service provider later this year. The current provider of service, Vocare Ltd, is able to bid to provide this new model of urgent care service if they wish. “By mutual agreement and on an interim basis, Somerset CCG has also agreed with Vocare Ltd, to transfer the management of the county’s GP out-of-hours service to neighbouring Devon Doctors Ltd. This management transfer is expected to be completed by the end of April 2018.” The Somerset CCG added that the development of a new urgent care service in Somerset and interim change of management for the GP out-of-hours service is not expected to inconvenience patients or the public in any way.

We are encouraging local people to give their views and experiences of local health and care services following a recently published report on Mendip House in the county. The Safeguarding Adults Review, commissioned by Somerset’s Safeguarding Adults Board, found that autistic residents at the Highbridge care home were subjected to 'cruel behaviour', bullying and humiliation. We are keen to hear from patients, carers, staff and families on any health and care services in the county, so that any common themes are picked up and presented to the decision-making organisations – so that the public voice is heard. Judith Goodchild, chair of Healthwatch Somerset, said: “We are sad to note the recently published report on Mendip House in Somerset run by the National Autistic Society. It was particularly traumatic for those who had loved ones in care they thought was of a high standard and trusted. “The courage of the two members of staff who worked at the home reporting their concerns has led to the inspection and ultimately closing of the home. “Healthwatch Somerset is always open to listening to the concerns from the general public about any issues they have with the healthcare they, or friends and relatives, are receiving.”

A former school inspector from North Petherton with a passion for shaping local health services will help to lead our board as the county’s independent health and care champion. Judith Goodchild has been appointed Interim Chair of Healthwatch Somerset and will help to develop the role of the service in the county. As Healthwatch Somerset, based in Bridgwater, we listen to what people like about local health and care services, and what could be improved. These views are then shared with the decision-making organisations in the county, to help shape local services for the better. Judith’s passion for representing the views of the public motivated her to help improve the quality of care for people in Somerset. She explained: “I have volunteered with Healthwatch Somerset for the last three years because it’s a body that listens to people and their concerns about the NHS, and it is in a position to be able to lobby those who are able to make changes. “I’m very aware of the problems facing the health service at the moment and supportive of the services, but equally I think the public’s voice should be taken into account when making decisions at a higher level. I hope my awareness, knowledge and understanding of primary and secondary health services will give a holistic view of healthcare in Somerset. “I am excited by the prospect of being able to begin to shape an approach to the representation of views on health and social care in Somerset that will build on the excellent work done already.” Mother of two Judith spent 15 years working in the nuclear industry and 18 years as an Ofsted inspector. Since retiring six years ago, she has become increasingly involved as a volunteer in the governance of local NHS services, and is a public governor representing West Somerset. Chris Graves, Chair of Evolving Communities – the host community interest company of Healthwatch Somerset, said: “We’re delighted to welcome Judith and believe she will make a significant contribution in Somerset. Judith has a real passion for shaping local health and care services and is keen to work with local people to help achieve this.”

Listening to patients and their experiences of health and care is key to improving these services in Somerset – says local volunteer Bob Champion. Former ambulanceman Bob is a volunteer with us, the county’s independent health and care champion Healthwatch Somerset and he’s encouraging others to join him in his role. 80-year-old Bob, from Shepton Mallet, said: “By talking and listening to people who have been ill – you get fantastic knowledge and feedback on health services, which we will all have to use at some stage in our lives. “Patients are the experts, each and every one of them has a story to share – whether that’s good or bad. Volunteering at Healthwatch Somerset allows me to get that feedback from these people and then take it to the decision-making bodies, who have the power to make changes where necessary. “I would encourage others to volunteer and help make a real difference.” Widower Bob has had plenty of first-hand experience with local health and care, having worked as an ambulanceman for over 30 years in the county and looking after his wife Shirley as her main carer before she passed away in 2010. His 51-year-old daughter Michelle is also in long term care, after suffering a stroke several years ago. Bob said: “Before Shirley became ill with an autoimmune disease, we were both very active in our retired years and enjoyed going on holidays around the UK. When she lost her mobility we initially tried to keep up these trips but soon found it too difficult. “We then spent an increasing amount of time at home or in and out of local hospitals. Our experience with these health and care services wasn’t always good. Then when my daughter suffered a massive stroke at the age of 48, I have had to deal with issues over the type of care she receives.” In his role as our volunteer, Bob visits local groups to speak to patients and listen to their stories. This is then fed back to our staff team who look for common themes in the county. Popular issues are then raised with the organisations which buy, plan and deliver health and care services in Somerset. Emma Cooper from Healthwatch Somerset said: “Volunteers like Bob are at the heart of everything we do, from talking to people about their experiences of local health and care services, to sitting on the local steering group. “Whatever your background, we are keen to hear from you if you think you could fill one of these roles. People can make a real difference to their local communities.” Volunteering roles with us include visiting health and care venues to speak to patients, staff and families about their experiences and acting as an ambassador at local events and meetings. All of our volunteers go through a full training and personal development programme. They are given a comprehensive volunteer handbook and welcome pack, as well as having access to an online volunteer portal with up to date policies and procedures. Out of pocket expenses are also reimbursed.

Five things you should expect from home care, domiciliary care or help in the home. The National Institute for Health and Care Excellence has  published a guide  for older people who want to arrange help at home from a paid carer. This type of care is also known as domiciliary care or home health care.  Five things to expect from a good home care service 1. Care workers meet your needs Care workers should have the right skills needed to support you, for example if you have dementia or are deaf or blind. Care workers should also respect your cultural and religious values and make sure that your needs are met. 2. You feel comfortable with your care workers You should expect to see the same care workers regularly, so they can get to know you and be familiar with your needs, including how you like to communicate and your likes and dislikes. 3. You are aware of changes in advance If your regular care worker is unable to visit you for any reason, the agency providing your care should tell you in advance that a different care worker is coming.  4. Your care diary is regularly updated Home care workers and others who help you at home, such as physiotherapists or community nurses, should update your care diary each time they visit.  5. You have a home care plan that meets your needs You should receive a plan that describes the care the agency will provide that focuses on what is important to you and includes any specific health problems or disabilities you may have. Your care plan should also consider what you feel you can do and what you want to be able to do.  To ensure that the plan meets your needs, you should review it within the first six weeks of your first care visit. After that, you should check your care plan at least once a year.  Need more help to decide the care support that is right for you? The NHS website has more information on helping you to decide whether help at home from a paid carer is right for you, as well as the different types of care that are available, advice about funding your care, and your rights.

People in Somerset will be given a strong voice to air their views on health and care services in the county – thanks to plans by Evolving Communities, the new provider of the local Healthwatch service. After a recent tender process, Somerset County Council appointed Evolving Communities to provide the local Healthwatch service from 1 October 2017. Evolving Communities, the parent community interest company of Healthwatch Wiltshire and Healthwatch Gloucestershire, plans to increase opportunities for volunteers, support the introduction of digital technology to help people find information about health and care, and continue to involve local people in shaping their health and care services. As well as setting up a scheme to involve young people in health issues, Evolving Communities plans to have more of a focus on research and increase collaboration with health and care providers and commissioners. An office in Somerset will be opened to ensure there is a local presence and the well-known Healthwatch Somerset brand will remain the same. There is an invitation to local people who have been involved in the work of Healthwatch Somerset so far to continue with that involvement. Chris Graves, Chair of Evolving Communities, explained: “The role of a local Healthwatch is to make sure the health and care system in the area meets the need of the people who use it. We gather feedback from patients and their families on services such as GP surgeries, care homes, hospitals, mental health services and care. “We then take these findings to the organisations which plan, pay for and deliver health and care services. We have great experience in this area and are delighted to have the opportunity to work with the people of Somerset under this new contract. “We are looking forward to building on what’s been achieved so far and working with local people on the health and care issues which matter to them the most.” Cllr David Huxtable, Cabinet Member for Adult Social Care at Somerset County Council, said: “We are pleased to award the Healthwatch contract to Evolving Communities. It is so important that we hear about people’s experiences of health and social care services in Somerset and that feedback is used to make improvements to local services. “We look forward to working with Evolving Communities and learning from their experience of delivering similar services in other areas. Together we can deliver real change for the people of Somerset.”

Members of this support group run by the Parent Carer Forum shared their concerns and experiences with us. Many of the group had common issues with assessments and having their needs met at GP surgeries. Key findings The group agreed that patient environments need to consider the needs of those with sensory processing, communication or autistic spectrum conditions and that often, a health professional understanding of these conditions needed to be enhanced. It was also thought that GPs needed to clearly identify their carers’ champions, and ensure they had the skills and knowledge to support carers. In addition more awareness of autistic spectrum disorders was needed by front of house GP surgery staff. The group were keen to be supported by us to gather more information about these issues from the group, and other similar groups around the county with the aim of reporting the issues and recommendations to the Clinical Commissioning Group and the Health and Wellbeing Board. 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 Somerset Court, which provides residential and support services for people who have autism. A key priority laid out in our work plan for 2016/17 is to engage with people who have a learning disability. The service is located close to the village of Brent Knoll near Highbridge. There are six purpose-built houses set in 26 acres, which operate as independently registered residential homes for people with autism. Recommendations That plans to partition the large communal space at Lakeside House are considered. It would be useful for the manager of Blackdown House to visit Knoll House which had lots of plants, visual timetables for the customers to see near the door, gardening opportunities and a very welcoming environment. To explore opportunities for the horticultural and woodworking areas to make, grow and sell products to the local community. Somerset Court contact ‘Reminiscence Learning’ who coordinate the Archie project to explore if this can be adapted. Local NAS branches may also be able to help. That individual menus are considered to further support the development of independent living skills. Planning for future sharing opportunities between houses would bring benefits to all houses. 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.