Individuals and organisations have the right to express their views about the performance of Healthwatch Somerset and the way in which it conducts its business. The policy below details how we will deal with complaints raised with us.

Our December newsletter includes updates about our work, information about health and care services, and helpful advice. To read our December 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 November newsletter includes updates about our work, information about health and care services, and helpful advice. To read our November 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.

Do you know about your rights to language support in NHS settings? High-quality translation and interpretation are vital to ensuring that people access the health and care services they are entitled to and understand their treatment. But did you know that healthcare providers must provide patients with translation and interpretation services?   Do you have a right to an interpreter?   It is your right to have a professional interpreter help you at every stage of your healthcare journey. It is the responsibility of your healthcare provider to arrange an interpreter for you.   The NHS has a  legal responsibility  to make sure that the services they provide are equally accessible to all sections of the community.  Guidance  to services also makes clear that a professional interpreter should always be offered where language is an issue in discussing health matters.  What should I expect?   You have a right to expect that the NHS provides timely interpretation support. Additional time should be provided at appointments when an interpreter is required.   Your healthcare worker should also record in your healthcare record:   your preferred spoken language (including dialect)   your preferred written language    whether you require an interpreter   This information should be passed on when you get a referral to other health or social care services.   You should never have to pay for language interpretation services.   Can I provide my own interpreter?   You might think that it’s easier to ask a friend or family member to help translate or interpret important information. Sometimes this may seem like the simplest, most straightforward solution.   But this brings up a range of risks and issues, and it is safer to use interpreters provided by NHS services. Even a person with excellent English skills may not be able to understand health-related information very well. This can create gaps in the information shared and increase the likelihood of something going wrong along the patient's healthcare journey.   Children should not be used to interpret or translate health and care information.    NHS guidance states that professional interpreting services should always be provided.  Using professional interpreters also benefits the NHS  There are many benefits of using professional interpreters, including:    ensuring accuracy and impartiality of interpreting   minimising legal risk of misinterpretation of crucial clinical information (for example, informed consent to undergo clinical treatments and procedures)   minimising safeguarding risk (for example, for victims of human trafficking)   allowing family members and friends to attend appointments and support the patient (emotionally and with decision-making) without the added pressure of needing to interpret   fostering trust with the patient Should health information be translated for me?  Healthcare providers should provide you with written information about health and care services (such as leaflets) in a language and format that you understand. When translated information isn’t available in your preferred language, it should be provided free.   High-quality translations provided by a trained translator should be available. Online tools, such as Google Translate, should not be relied on for translation in healthcare settings, as they may result in inaccurate or misleading communications between staff and service users.   Further support   Sources of existing translated health-related information include:  NHS.UK and NHS Inform  provide a series of health information translated into other languages  Doctors of the World  has produced translated health related information  While using visual aids should not replace the need for professional interpreting and translation, various tools have been developed to facilitate communication with people whose first language is not English:  The British Red Cross and NHS  Emergency Multilingual Phrasebook  is available in many languages. Picture Communication Tool

We visited the Community Diagnostic Centre in January and February 2024 as part of a Healthwatch England project about Diagnostic Centers across the country (see below). We made three separate visits, on different days and times. We carried out 32 interviews with people who agreed to speak to us. We also completed an accessibility audit of the site, which included information about travel routes. Our report covered three main areas: Overall patient experience. Accessibility. Travel The overall report was very positive. You can read our report at the bottom of the page. The Director of Patient Experience and Engagement from Somerset NHS Foundation Trust said: "We all felt that this was a very helpful report which provided a good, independent overview of the facility whilst recognising that public transport issues are a continued challenge. It is great to see such positive feedback and that the facility is making a real difference to our patients." Healthwatch England On 25th October 24 Healthcare Leader published a blog by Louise Ansari , CEO of Healthwatch England on what lessons the Community Diagnostic Centre experience holds for any expansion of community-based care. This article, which highlights several examples of good practice (and areas for improvement!) observed by local Healthwatch teams, follows on from the Healthwatch England report published in August on people’s experiences of using CDCs . You can read our Healthwatch Somerset report below:

Cervical screening, previously known as a smear test, saves over 4,000 lives every year in the UK. However, some women find it uncomfortable, so it's important to know what support is available and what adjustments you can request. Nearly a third of eligible women in England did not come forward for screening in 2023.   Cervical screening, which some people refer to as  ’going for a smear test’, checks the health of the cervix and help prevent cervical cancer.  Our new research shows many women put off going for cervical screening due to physical discomfort, embarrassment to undress and a belief they don’t need to attend as they aren’t currently sexually active.  In this blog we answer some of the key questions about cervical screening and the adjustments you can ask for to improve the experience of your screening appointment.   Do I have to attend cervical screening?  Attending a cervical screening appointment is your choice. However, the NHS highly recommends everyone with a cervix attend screenings, as they are vital to prevent cervical cancer.  Knowing what support is available and adjustments you can ask for may make it a more pleasant experience if you are worried about attending.  How is cervical screening done?  According to information on the NHS website, a nurse or doctor will use a soft brush to collect a small sample of cells from your cervix. The sample is checked for human papillomavirus (HPV), which can cause changes to the cells of your cervix. The process is quick; it usually takes about five minutes. Check out this  NHS video showing someone having a cervical screening .  Your cervical screening results are usually sent to you in a letter. Your nurse or doctor will tell you when you can expect your results.  What should I consider before booking my cervical screening appointment?  You do not need to do anything special to prepare, but there are things that may help, the NHS website says:  Book your screening for when you're not having a period – this includes the two days before or after you bleed.  Wait until after any treatment for unusual vaginal discharge or a pelvic infection.  Avoid vaginal medicines, lubricants and creams for two days before your appointment.  What cervical screening support is available?  You may feel anxious or worried about attending for several reasons. If you feel concerned about your appointment, you can discuss this with a health professional who can help when booking the appointment. Some  adjustments you can ask for  include:  Book the first appointment of the day to avoid waiting in waiting rooms for a long time.  Ask to be seen by a trusted doctor or female health professional.  Ask for a chaperone. This is usually another health professional, although you can also bring a friend, relative or carer.  Ask for a longer appointment if you feel you may need more time during the appointment.  Ask for an appointment, just to talk about what happens during the screening first.  Ask for a vaginal oestrogen cream or pessary to be prescribed ahead of your appointment, if you think screening may be more difficult after menopause.  What adjustments can be made during the appointment to make it more comfortable?  There are a number of adjustments you can ask for during your cervical screening. These include:   If you feel uncomfortable during your screening or are worried about removing your clothes, you can wear a skirt, dress or long top. This may help you to feel more covered, as you can keep these clothes on during your test and will only be asked to take off your underwear. Health professionals will always give you a modesty sheet to cover you.  You may feel more comfortable in different positions, like lying on your side. Your doctor or nurse will work with you to make sure you’re in the best position for yourself.  You can also a ask for a smaller speculum. Health professionals will use a speculum to see your cervix. They come in a range of sizes. You can talk to your health professional about which size suits you best.   It may help to agree on a word or hand signal during the test, so the health professional knows to stop if you need a break or feel uncomfortable.  Where can I learn more?   Follow the links below for more information on cervical screenings, cervical cancer, and support available.  Cervical screening - NHS ( www.nhs.uk )     Cervical cancer - stages, symptoms, diagnosis, treatment | Macmillan Cancer Support   Should trans men have cervical screening tests? - NHS ( www.nhs.uk )   Cervical screening: support for people who feel anxious about attending - GOV.UK ( www.gov.uk )   An Easy Read leaflet about cervical screening (www.gov.uk) Cervical screening myth busting: Question and Answer video - Leicestershire Partnership NHS Trust (www.youtube.com) About our campaign   Healthwatch England have launched a campaign to support NHE England’s ambition to eliminate cervical cancer by 2040.   Their report “ Cervical screening my way ” highlights the importance of professionals who carry out screening, being sensitive to the concerns and past experiences of women, and taking time to answer their questions, allay fears and make practical adjustments during appointments.

Healthwatch Somerset Annual Report 2022-23: A review of our work over the past year and its impact, plus our work planned for 2023-24. Message from our Chair About us Highlights from our year Listening to your experiences Advice and information Volunteers Finances and future priorities Statutory statements 2022-23 activities and outcome s Read our report If you need this report in a different format, please email  info@healthwatchsomerset.co.uk  or call 0800 999 1286.

Mental health problems are more common among lesbian, gay, bisexual, transgender, queer, intersex and asexual (LGBTQIA+) people. If you are struggling, feel alone or need a little help, then check out our guide on how you can get the support you need. Members of the LGBTQIA+ community are more than twice as likely to have a mental health disorder or experience depression and anxiety. Poor mental health may be linked to experiences of discrimination, homophobia, transphobia, bullying, harassment, social isolation or rejection due to their sexuality. It might not be easy, but getting the right help and support is essential. Why choose specialist support? Many people from the LGBTQIA+ community need help with their mental health that is not related to their gender or sexuality. However, seeking support from specialist services can still be a good idea.  When you're looking for support, you don't want to encounter barriers such as having to spend a lot of time explaining your situation, or feeling like your gender or sexuality are an issue.  Specialist support services can remove these barriers for you and help you to feel in a safe space to open up and get the support you need.  What help is out there? There is lots of advice and support out there for you. Talking with a therapist who is trained to understand your specific situation may help if you: Have difficulty accepting your sexual orientation. Need help coping with other people’s reactions to you. Feel like your body doesn’t reflect your true gender. Are currently transitioning. Are trying to cope with bullying or discrimination. Are feeling depressed, have low self-esteem, are thinking suicidal thoughts or thinking about harming yourself. There are different types of talking therapies, so you can find one to suit your needs. Treatments available on the NHS include: Cognitive behavioural therapy (CBT). Guided self-help. Counselling. Mindfulness-based cognitive therapy. When should I get help? You should be able to get help as soon as you feel like you need it. There are currently long waiting times for NHS services, so don’t wait until you feel at a crisis point to reach out for help. If you feel at a crisis point already, you can always contact the Samaritans 24 hours a day, seven days a week. Call 116 123 Email  jo@samaritans.org Visit their website If you are experiencing an emergency or feel like your life might be in danger, please call 999 Who can I contact for help? You can always try talking to your GP for help. They will know what support is available locally and refer you to NHS therapies if needed. There are also support organisations you can talk to who offer specific mental health advice for people in the LGBTQ+ community: Consortium  - supporting projects around the country. Galop  – advice and support for people who have suffered hate crime, sexual violence or domestic abuse. Gendered Intelligence  - offers advice on gender diversity and improving the lives of trans people. Imaan  – supporting LGBTQ+ Muslims. LGBT Hero Forums  – provide a safe space to talk about life issues. LGBT Foundation  – offers talking therapy programmes. Mermaids  – offers a helpline and web chat services supporting transgender people and parents of transgender children. Mind LGBTQIA  – mental health support from Mind specifically for LGBTQIA+ people. MindLine Trans+  - mental health support line for people who identify as transgender, agender, gender fluid and non-binary. Mind Out  - mental health service run by and for lesbians, gay, bisexual, trans and queer people. Pink Therapy  – online directory of therapists who specialise in the LGBTQIA+ community. Stonewall  – LGBTQ+ charity, who provide advice on a range of topics. Switchboard LGBT+ Helpline  – listening service via phone, email and online chat. THT Direct  – offering sexual health advice and information. Voda  - Self-guided digtal therapy programmes based on mindfulness and cognitive behavioural therapy.

How can I get the most out of my next visit to the dentist? Take a look at our tips to help you prepare for your appointment and make sure you understand your treatment and how much it will cost. 1. Prepare for your appointment Let your dentist know if you've been experiencing any dental pain or problems with your mouth or teeth. It is a good idea to write down your symptoms, worries and any questions you want to ask. 2. Tell your dentist if you’re feeling anxious Many people feel nervous about going to the dentist, but if you're anxious, help is available. Talk to your dentist about your fears. You can also ask a relative or friend to accompany you for support.  3. NHS or private care? Are you being seen as an NHS or private patient? Most high-street dental practices provide both types of care. If you need treatment, make sure you understand how much it will cost before committing to it. There are  four standard charges  for routine and emergency NHS treatment.  4. Are you eligible for free NHS treatment? Some people are entitled to free or partial help to pay for NHS dental care. Find out if you meet the  NHS' criteria  and are eligible for help with your health costs. 5. Ask your dentist for a treatment plan Dental treatments like fillings, removing teeth, and more complex procedures like root canals will have a cost. These usually fall into NHS  charges for bands two and three . You should receive a personal dental treatment plan if your dentist recommends this treatment. Your treatment plan will outline your treatments and the associated costs. Your dentist should also discuss any alternative private treatment options and give you the price in writing before you commit to it. 6. Follow the advice your dentist gives you During your appointment, your dentist should advise you on oral hygiene, telling you how best to care for your teeth to avoid gum disease and tooth decay. 7. Not sure of your treatment plan? Ask again If you need more clarification on your treatment or aftercare, ask your dentist to review it again before leaving the room. Your dentist will be happy to discuss your treatment plan with you again and should give you details of who you can contact if you have questions after your appointment. 8. Find out when you're due for a check-up Your dentist will tell you when they'll need to see you again. Follow-up appointments usually occur between three months to two years, depending on how healthy your teeth and gums are. However, if you are under 18 years old, it is recommended that you see the dentist at least once a year. 9. Do you have a disability, impairment or sensory loss? If the NHS partially or fully funds your treatment, your dentist is legally required to ensure you receive information you can easily read or understand to meet your needs. You can find out more about the NHS and their legal requirement to follow the accessible information standard. 10. Unhappy? Find out how to make a complaint It's always best to speak to your dental practice first to resolve any issues you have about your care. If you're still unhappy about your care, ask for a copy of the complaints procedure from your dentist. You can also read a guide to  making a complaint about your NHS dentist . Looking for an NHS dentist? To find an NHS dentist in your area, you can visit the NHS website, search for your nearest dentists and look at whether they are currently accepting NHS dentists.

Are you having trouble finding an NHS funded dentist? Read our tips on what to do if you’re facing problems. Everyone should be able to get the care and advice they need to keep their teeth healthy. Unfortunately, people across the country have told us they can't get an appointment with an NHS dentist, with the situation worsening in many areas.  Where's your nearest dentist? Use the NHS website to  search for a dentist near you . The site also provides information on which dental practices currently accept new patients, whether they offer urgent appointments, and how others have rated the service. While this is a good starting point for finding a local dentist, people often tell us that these records are only sometimes kept updated, so you should contact the practice directly for more information. If the records are out of date, you should let the practice know. You can also visit a dentist outside your local area if it's more convenient. For example, if you prefer to see a dentist near where you work. What happens if you need help finding an NHS dentist taking new patients? People have told us they're still looking for an NHS dentist who is taking on new patients. We continue calling for  a new NHS dental contract .  If you need help finding an NHS dentist in Somerset taking on new patients, contact us  to provide information about local services. However, please note that Healthwatch relies on dental practices to provide up-to-date information. You should also notify NHS England about the issue, as it must provide routine and urgent dental care nationwide. Find out how to make a complaint  here . What to do if you have a dental emergency? If you need immediate care for your teeth, you should: Ask your regular dentist whether they can offer an emergency appointment. Phone NHS111, who can locate an urgent dental service. Visit A&E if you experience severe pain, heavy bleeding, or face, mouth or teeth injuries. How much does dental treatment cost? Most people pay for dental treatment, but  some patients are exempt . A routine examination, which includes diagnosis, advice, a scale and polish and some preventative care if clinically needed, costs £25.80. However, if you require further dental treatment, this will be an additional cost. Dental practices usually offer both NHS and private dental care. Before you begin your treatment, check whether you are paying for NHS, private treatment, or both. NHS dentists should always: Explain which treatments are available on the NHS. Explain which treatments are only available privately. Ensure you know how much your NHS and private treatments will cost. How can you check whether your dentist is qualified? A list of all qualified dentists in the UK is available via the  General Dental Council (GDC)  register, which is the regulatory body for the profession.  Do note that you don’t register with a dentist in the same way as with a GP. You can choose to go to any dentist who can offer an appointment. Once a course of treatment finishes, the dentist is not obliged to see you in future. When you finish a course of treatment, you may want to book your next appointment to avoid problems in future. What to do if you’re unhappy with your treatment If you would like to complain about your treatment, please visit our  advice on making a complaint . You can also check out advice from the  Oral Health Foundation .

Did you know that pharmacies provide advice and information on minor illnesses and ailments? Find out how they can help you. Pharmacists are qualified healthcare professionals who can offer clinical advice and over-the-counter medicines for various minor illnesses. They also work with other healthcare professionals to get you the best possible care in a way that works for you and the NHS. The pharmacist will let you know if you need to visit a doctor or other healthcare service, such as a hospital. What services do pharmacies provide? Pharmacists train for five years in the use of medicines. They are also trained in managing minor illnesses and providing health and wellbeing advice. They can answer your questions on prescription and over-the-counter medicines. Pharmacies provide the following services: dispensing of NHS prescriptions access to the repeat prescription service  an emergency supply of medicine, subject to the decision of the pharmacist  non-prescription medicines like paracetamol disposal of unwanted or out-of-date medicines Some pharmacies will deliver your prescription medicines to you, but you may need to pay for this service. You can use the  find a pharmacy service  and check the treatments and services page of the pharmacy profile to see if they offer this service. Can a pharmacist prescribe medication? Pharmacists can offer advice and over-the-counter medication to help with a range of common conditions and minor injuries, including: common ailments such as coughs, colds and the flu aches, pains and skin rashes Your pharmacist can help manage repeat prescriptions and help with any questions you might have about the medication the doctor has prescribed you. You can also only buy certain products classified as 'pharmacy medicines' from a pharmacist. These medicines, called 'pharmacy-only medicines', aren't usually displayed on open shelves.  Is a chat with my pharmacist confidential? Many pharmacies have a private consultation room where you can discuss issues with pharmacy staff without being overheard. Ask them if you would like to talk in private. Find your nearest pharmacist Not sure where your nearest pharmacist is? Enter your postcode to find a pharmacy near you, including high-street retailers, supermarkets and independent pharmacies. Do I need to see the doctor every time I need a prescription? Not necessarily. A pharmacist can help manage repeat prescriptions for you. If you take a medication regularly and your condition is stable, your GP can offer a long-term repeat prescription. Can pharmacists provide advice about the medication I'm taking for a long-term condition?  You can ask your pharmacist for advice about any of your medicines. If you're prescribed a medication to treat a long-term condition for the first time, you can get extra help and advice from your pharmacist. This scheme is called the  New Medicine Service  and applies to conditions such as Parkinson's Disease, heart failure and stroke. People often have problems when they start a new medicine. The pharmacist will support you to use your medicine safely and to the best effect. Can they give me general advice for my health and wellbeing? You can ask a pharmacist (instead of your GP) about how best to keep you and your family well. They've all sorts of advice, from how to eat healthily, quit smoking, lose weight, and what type of exercise you could do. What other services do pharmacists offer? Your local pharmacist might also offer other NHS services, such as: smoking cessation blood pressure tests weight management flu and covid vaccines. To find out what your community pharmacist provides, ask them. Some pharmacists are trained to spot people at risk of hypertension. They will offer you a blood pressure test if they think you are at risk. They'll share results with your GP so you can discuss any treatment you might need. If you have very high blood pressure, you'll be urgently referred to your GP within 24 hours. I've just been discharged from the hospital. How can pharmacists help me? If you were prescribed new medication while in the hospital, they can refer you to a pharmacy for extra help and guidance. The pharmacy will check any changes in the quantity, dosage or frequency of your medication and compare and review any new medicine with anything you were prescribed before you were in the hospital. The pharmacist will have a confidential chat with you to discuss the medication and any changes and ensure you know how to take the medicine. Other services that can help you find the right treatment Healthwatch Somerset  We can help you find the right treatment and support.  Get in touch NHS 111  They can advise whether a trip to the pharmacy, doctors or A&E is the most appropriate for you. They can also  book timeslots at services like A&E . Just call 111 or visit their  website . A&E  If you are in need of urgent medical care call 999 or go to your nearest A&E department.  Find your nearest A&E services More information For more information, or for a large print or easy read guide please visit the  NHS website .  You can also watch this  British Sign Language (BSL) video guide  to find out how a pharmacist can help.

Autism affects people in different ways. It can bring strengths and challenges that can affect how comfortable, healthy, and happy you feel. Here's what you should expect from an autism assessment, diagnosis and getting the proper support. There are more than one in one-hundred autistic people in the UK. Getting the correct diagnosis and support is vital.  Why have I been referred for an assessment for autism? You might be referred to an assessment if you or people around you think you may have some signs of autism. The signs include: Finding it difficult to talk to and be with other people. Having unusual or intense interests. Finding some situations and experiences challenging to cope with. Sometimes finding noise, touch, taste and texture, lights or smells challenging to deal with. Strongly preferring your usual routine. Developing more easily in some areas than others. An assessment means you can talk about these signs and learn their possible reasons. What to expect before your autism assessment The assessment should start within three months of being referred and is performed by a team of people specialising in autism. One person in this team will be your point of contact, this means they will make sure: You and your family know what will happen and when. Answer your questions. Get information or support for you and your family. Collect information to help the assessment (e.g. from your school, doctor or social worker if you have one). Talk to you about how information about you and your family is shared. What to expect during the assessment In your assessment, you and your family will be asked about different parts of your life to help them get to know you. They might ask questions like: What you are good at and what you find difficult. Any worries you or your parents have. How you get on at home, at school and in other situations. How you talk to and get on with other people. They might think about: Any other physical or mental health problems you might have, including doing some health checks. Anything else that might make things harder for you or affect how you have grown and developed. The team might also visit your school or home and arrange other assessments. This information will help them to work out how best to help you and plan the right support for you and your family. What to expect after the assessment The autism team and your case coordinator will meet with you and your family after the assessment to explain whether they think you have autism and why. They should give you a written report explaining their findings during the assessment and send a copy to your GP. If you agree, they should also send a copy to other relevant people in your life, such as your teacher or social worker. If you are autistic, the team should: Give you information about what autism is and what it might mean for you now and throughout your life. Talk to you about plans for providing support for you and your family. Tell you when they will meet with you next. This should be within six weeks of the assessment ending. Information and support If you are autistic, you and your family should be given information about support in your local area, which might include: Support groups which can help you meet other autistic young people or learn more about autism. Activities that can help in your day-to-day life. Help to prepare for the future so you can still do the things you would like to do. Where to get advice about money and benefits.