We engaged with Frome and District Day Centre to hear their experiences of accessing health and social care services in the area. Key theme Management of GP appointments. 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.

We were contacted by the secretary for Bridgwater Senior Citizens Forum. A request for action was raised regarding the availability of hearing aid batteries in the Bridgwater area. Conclusions We found that the Audiology Department do not have the capacity to staff deliveries of batteries to all GP practices. GP’s and hospitals that do stock batteries should inform the audiology department at Musgrove Park hospital when they are running low. There are options for patients whose GP does not stock batteries to request batteries in the post as detailed above. We have also found out that plans are in place to supply hospitals and GP’s directly from the stockists of the batteries, however we have been informed that this is a lengthy process and likely to take time. It is possible that the concerns regarding Bridgwater Community Hospital having no stock of hearing aid batteries may be due to a temporary supply problem however without knowing specific dates from patients who experience these problems it is difficult to determine whether this is the case. We hope that the information found out and detailed above in the finding section of this report, will help to inform members of the Bridgwater Senior Citizens Forum of the reasons for the difficulties that some of the members have encountered and will give options for alternative methods to require the hearing aid batteries that they need. 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 Wessex Ward in Bridgwater, that provides beds for up to 12 young people. The inpatient unit provides assessment, care and treatment to young people with a range of mental health needs, where the level of risk, complexity and severity cannot be safely managed in a community setting. 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 the issue of SWAN advocacy information not being ‘young person friendly’ is raised by the Trust with SWAN at a senior level advocacy. It is important that young people have information that is accessible to them. It is recommended that young people are consulted on the design of PALS information posters and leaflets. 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 prioritise plans to recruit to the vacant Social Worker post for Wessex ward. It is recommended that the Trust seeks advice on improving the nutritional content of menus. It is recommended that the ward and Trust share any further information relating to the difficulties caused by young person’s inpatient wards being commissioned differently to adult services. It is recommend that the Trust consult with an IT specialist to look at upgrading internet security to enable less restrictive, safe access to the internet and consider risk assessing the access to social media on an individual basis. DBT is available on the ward for referred patients but may not be available after discharge as patients are returning to different local authority areas. It is recommended that the Trust consider how this can best be managed. It is recommended that discussion about the best educational support options are started between the Trust and the Local Authority. 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: Wessex Ward, Bridgwater Service provider response

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