Active and In Touch Frome is a group of volunteers who visit, help and befriend people who have become isolated or out of touch with the community around them. We were asked to give the group a talk on our work and the role of Healthwatch. Key finding There was a general theme that people were waiting an unusually long time to see their doctor at Frome Medical Practice – up to two weeks. This was leading to feelings of dissatisfaction and frustration. 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 St Andrews Ward in Wells, which has 14 beds, providing assessment and treatment primarily for adults of working age experiencing an acute mental health problem. There is a team of specialist mental health doctors, nurses and therapists who work closely with the crisis resolution and home treatment teams. St Andrews Ward predominantly provides services to people who live in the Mendip area. This visit forms part of a wider project running from November 2015 to July 2016. Our Enter and View Representatives visited each of the nine wards in Somerset that provide treatment for people with acute mental health issues. Recommendations It is recommended that information leaflets about Healthwatch Somerset are made available. It is recommended that the ward look at the activities list and good practice examples detailed in appendix 6.3 and 6.3.1 and share these with activities staff and at ‘Have Your Say’ meetings. It is recommended that the Trust review the out of hours support for the ward. It is recommended that the manager and the trust consult with patients and staff with a view to reviewing staffing numbers on a regular basis. This report was produced by the previous Healthwatch Somerset service provider, The Care Forum. Read our report If you need this report in a different format, please email info@healthwatchsomerset.co.uk or call 0800 999 1286. Enter and View report: St Andrews Ward, Wells Service provider response

Our report following a visit to Rowan Ward in Yeovil, which has 18 beds, providing assessment and treatment primarily for adults of working age experiencing an acute mental health problem. This visit forms part of a wider project running from November 2015 to July 2016. Our Enter and View Representatives visited each of the nine wards in Somerset that provide treatment for people with acute mental health issues. Recommendations It is recommended that regular cleaning of the outside area be carried out to ensure the garden is appealing and accessible to all patients. It is recommended that information leaflets about Healthwatch Somerset are made available. It is recommended that the ward look at appendix 6.3 to this report entitled ‘Good Practice examples – Have your say meetings’ and consider if any of the practices listed might be adopted. It is recommended that the ward look at the activities list and good practice examples detailed on appendix 6.4 and 6.4.1 and share these with activities staff and at have your say meetings. The ward look at providing movable trolleys or cases containing objects that are tactile or stimulate memory and conversation. This report was produced by the previous Healthwatch Somerset service provider, The Care Forum. Read our report If you need this report in a different format, please email info@healthwatchsomerset.co.uk or call 0800 999 1286. Enter and View report: Rowan Ward, Yeovil Service provider response

Our report following a visit to Willow Ward in Bridgwater, which has 10 beds and provides a countywide inpatient mental health rehabilitation service for people who live with long term mental health problems. This visit forms part of a wider project running from November 2015 to July 2016. Our Enter and View Representatives visited each of the nine wards in Somerset that provide treatment for people with acute mental health issues. Recommendations Healthwatch Somerset leaflets are displayed both in reception and also on the patient engagement noticeboard. The Trust consider introducing items from the good practice examples for ‘have yours say’ meetings good practice examples that it thinks will help to improve these meetings. (See appendix 1) The good practice examples activities list (See appendix 2 and 3) is discussed with staff and at ‘have your say’ meeting’. The Trust continue with plans to consult a nutrition specialist for advice on improving healthy options for meals and in particular gain advice on how nutrition affects mental health. That the Ward introduce a colour code depicting uniforms with an explanation of the meaning of the different coloured uniforms to the notice board and displays staff pictures with names as Rydon Ward does. That the Trust consult with patients and staff about the wearing of uniforms by staff supporting patients while out in the community. This report was produced by the previous Healthwatch Somerset service provider, The Care Forum. Read our report If you need this report in a different format, please email info@healthwatchsomerset.co.uk or call 0800 999 1286. Enter and View report: Willow Ward, Bridgwater Service provider response

This report details our engagement with Taunton Post Polio Support Group, the issues around the understanding among professionals about Post Polio Syndrome and the ongoing joint work to highlight these with commissioners, GPs and health professionals. Key findings All of those present said that their GP didn’t understand post-polio syndrome. There was a feeling among the group that GP’s are no longer knowledgeable about the condition as polio has been eradicated in this country. This misunderstanding and lack of knowledge had led to misdiagnosis and incorrect treatment for some members of the group. We then spoke with the group co-ordinator who is employed by the British Polio Foundation. There was agreement that further research to identify the extent of the problems was needed and that information to help health professionals be more aware of the ongoing difficulties polio survivors had would be valuable. 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 Ash Ward in Bridgwater, a 12-bed low secure inpatient rehabilitation and recovery unit for male adults with mental health difficulties. This visit forms part of a wider project running from November 2015 to July 2016. Our Enter and View Representatives visited each of the nine wards in Somerset that provide treatment for people with acute mental health issues. Recommendations Healthwatch Somerset leaflets to be displayed both in reception and also on the patient engagement noticeboard. The Trust consider introducing any items from the ‘good practice examples for meetings’ list that it thinks will help to improve these. (See appendix 1) The good practice examples activities list (See appendix 2 and 3) is discussed with staff and at ‘have your say meetings’. Consult a nutrition specialist for advice on improving healthy options for meals. Create a volunteering recruitment plan to encourage the involvement of volunteers onto the ward. Consult with patients and staff about the wearing of uniforms by staff supporting patients while out in the community. Introduce designated disabled parking bays in the car park. This report was produced by the previous Healthwatch Somerset service provider, The Care Forum. Read our report If you need this report in a different format, please email info@healthwatchsomerset.co.uk or call 0800 999 1286. Enter and View report: Ash Ward, Bridgwater Service provider response

Our report following a visit to Rydon in Taunton. Wards one and two each have 15 beds, providing assessment and treatment primarily for adults of working age experiencing an acute mental health problem. This visit forms part of a wider project running from November 2015 to July 2016. Our Enter and View Representatives visited each of the nine wards in Somerset that provide treatment for people with acute mental health issues. Recommendations Healthwatch Somerset leaflets are displayed both in reception and also on the patient engagement noticeboard. Consider changing the lighting in the ‘female only’ corridor to make it less ‘gloomy’. Considered putting a smoking shelter in the garden for the first floor patients to contain smoke and litter for the benefit of other patients. Consult and involve patients in planning and maintaining the garden area. Information about making a complaint, raising a concern, advocacy support and Healthwatch Somerset should be provided to each patient in a patient information pack. Create a volunteering recruitment plan to encourage the recruitment of volunteers onto the ward. Consult a nutrition specialist for advice on improving food. Consider the good practice examples gathered by the Healthwatch Somerset enter and view team around activities and involvement. Please see appendices 2, 3 and 4. Consult with staff to identify and promote ways to complete paperwork with maximum efficiency to enable ward staff to spend more informal, interactive time with patients. Negotiate and clarify working relationships and processes with Taunton Association for the Homeless to improve discharge times. This report was produced by the previous Healthwatch Somerset service provider, The Care Forum. Read our report If you need this report in a different format, please email info@healthwatchsomerset.co.uk or call 0800 999 1286. Enter and View report: Rydon Ward, Taunton Service provider response

Our report following a visit to Winsor in Minehead, which is a period building providing nursing care for up to 40 residents. The home was notified about the Enter & View visit three weeks prior to the visit. There were 38 residents living there on the day of our visit. Recommendations The manager look into the “Get Connected” grant that exists to help those in social care access the Internet. Their website contains details about how this may also help those with dementia. The home consult with Action on Hearing Loss and take advice on the installation of hearing loop systems. The home to look at our publication ‘Environment – Residential and Nursing Home Good Practice Examples’ and discuss with staff and at resident and family meetings. The home produce memory boxes to house keepsake items and other reminders of their earlier life which can often stimulate their memory and become a talking point. The home looks into 'Rem Pods' and the benefits they could offer to residents. The home look at our publication ‘Staffing – Residential and Nursing Home Good Practice examples’. The home and the dementia support group find out about ‘Reminiscence Learning’ and the service they can offer homes such as 'Activity Angels' and 'Fitness Fairies'. The home consider our publication ‘Involving the local community – Residential and Nursing Home Good Practice Examples’ and share with staff resident and families at meetings. The staff look at our publication 'Good Practice Examples in Residential Care – Involving the Local Community'. The Activities Co-ordinator share our publication 'Activities in Residential and Nursing Homes' with residents and families both at meetings and individually to help inspire and further expand activities offered. The staff speak to the Musgrove Park Hospital Patient Engagement Manager and request that their concerns about information being lost or missing is passed on to the Director of Nursing. The Manager write to Podiatry Services and enquire about podiatry inconsistencies and why all diabetic residents cannot be seen at the same time. This report was produced by the previous Healthwatch Somerset service provider, The Care Forum. Read our report If you need this report in a different format, please email info@healthwatchsomerset.co.uk or call 0800 999 1286. Enter and View report: Winsor House, Minehead Service provider response

Our report following a visit to Carrington House, a purpose built residential home for up to 44 residents in Wincanton. The home was notified about the Enter & View visit two weeks prior to the visit. There were 31 residents living in Carrington House at the time of the visit. Many of the residents were on a respite stay and the manager informed us that respite care or temporary care. Recommendations That residents are consulted about the decoration of corridors and individualisation to bedroom doors and that existing plans to do this are implemented. That the home consult with ‘Action on Hearing Loss’ and take advice on the installation of hearing loop systems. That the home consider further ways of involving the local community, e.g. visits from scouts, hosting local clubs. that the home looks into the ‘Get Connected’ grant which exists to help those in social care access the Internet. That The ‘Activities List’ (Appendix 1) is shared at resident and family meetings and with activities staff. a) The home ensures ward staff & the director of nursing at YDH are made aware of the home’s need to assess all patients prior to discharge and that discharges will not be accepted after a certain time in the evening; b) The home inform us of any future difficulties relating to discharge from hospital; c) Somerset Care write to the board of directors and the CEO of Yeovil District Hospital outlining difficulties related to admissions and discharge; d) The home look at the Healthwatch document ‘Hospital Admissions & Discharges – Good practice Examples (Appendix 3). The home contacts ‘You can do’ and Aster Living who are often able to take residents out or transport them to Active Living Groups. This report was produced by the previous Healthwatch Somerset service provider, The Care Forum. Read our report If you need this report in a different format, please email info@healthwatchsomerset.co.uk or call 0800 999 1286. Enter and View report: Carrington House, Wincanton Service provider response

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

Our report following a visit to Frome Care Village. Up to 60 residents can be accommodated in the facility which is split over two buildings. Parsonage is a period building which is designated for dementia care and Woodlands is a modern building which provides nursing care. The home was notified about the Enter & View visit two weeks prior to the visit. When we visited the care village was at two-thirds occupancy. Recommendations That the home looks into ‘Rem Pods’ and the benefits they could offer to residents. That the home look into the ‘Get Connected’ grant which exists to help those in social care access the Internet. That the home look at our publication ‘ Residential; Care ‘Environment – Good practice examples’ (Appendix 1) with staff and at resident and family meetings to see if it generates further ideas for the enhancement and improvement to the environment. That the home consult with ‘Action on Hearing Loss’ and take advice on the installation of hearing loop systems. Management look at Appendix 2 ‘Staffing Good practice Examples’ and note any examples the home wish to try and adopt on the recommendations return sheet. That the home look at Appendix 3 of our publication ‘Resident and Family Meetings – Good Practice Examples’ and discuss this with staff and at resident and family meetings to aid further improvements in this area. Appendix 4 (Activities - Good practice Examples) be shared with activities and care staff and be discussed at ‘Resident and Family Meetings’ as well as on a one to one basis with residents. That the home look at our publication ‘Improving Hospital Admissions and Discharges – Good Practice Examples’, (Appendix 5 and implement the suggested actions to help improve future liaison between the hospital and the home). That the home researches other organisations such as Rethink, local schools or the Scouts with regard to minibus hire. The home could also consider giving support to smaller groups of residents to organise a taxi share into town if they wish and therefore reduce the cost. That the home invite us to make a further visit in a few months time, so that we can provide residents, staff and visitors with an independent body to discuss what difference the implemented changes have made and give further opportunity for the sharing of good practice during this improvement period. This report was produced by the previous Healthwatch Somerset service provider, The Care Forum. Read our report If you need this report in a different format, please email info@healthwatchsomerset.co.uk or call 0800 999 1286. Enter and View report: Frome Care Village Service provider response

Our report following a visit to Wyndham House in Minehead, which is a period property with modern extensions. It has 50 bedrooms and is registered to provide residential care. The home was notified about the Enter & View visit two weeks prior to the visit. On the day of our visit the manager informed us that they were 82% full. Recommendations The Enter & View team recommend that the home consult with Action on Hearing Loss and take advice on the installation of hearing loop systems. Good practice suggestions for resident and family meetings: Make meetings part of a larger event such as cheese and wine evening; Ensure that residents have the opportunity to add to the agenda and that they received the agenda well in advance; Invite guest speakers to talk about a topic of interest such as care home fees, hobbies, crafts, reminiscence or perhaps even a comedian; Involve domestic, kitchen and activities staff. Share ‘Consolidated Activities and good practice examples’ with activities staff and at resident & family meetings. This report was produced by the previous Healthwatch Somerset service provider, The Care Forum. Read our report If you need this report in a different format, please email info@healthwatchsomerset.co.uk or call 0800 999 1286. Enter and View report: Wyndham House, Minehead Service provider response