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:

In our latest Annual Report,  The Value of Listening , we highlight how we've worked throughout the year to understand people’s health and care needs, and to use public feedback to help NHS and social care services improve care in Somerset. The report also outlines our work planned for 2024-25. The year in numbers 2,621 people shared their experiences of health and social care services with us, helping to raise awareness of issues and improve care. 4,325 people came to us for clear advice and information about topics such as mental health and the cost of living crisis. 35 outstanding volunteers supported us last year, giving up 126 days of their time to make care better for their community. We published eight reports about the improvements people would like to see to health and social care services. Next steps Over the next year, we will keep reaching out to every part of society, especially people in the most deprived areas, so that those in power hear their views and experiences. We will also work together with partners and our local Integrated Care System to help develop an NHS culture where, at every level, staff strive to listen and learn from patients to make care better. Our top three priorities are; 1.       Care at home 2.       Unpaid carers 3.       Pharmacies Read the full Healthwatch Somerset Annual Report 2023-24 to find out more about our work during the past year, including findings and recommendations for changes to services.

Tell us about information available to you, and you could be entered into a draw for a £35.00 Amazon gift voucher. We want to know what young caregivers think about the information they have received or discovered and if it is helpful for them. Qualifying entries  will be put in into a draw, and two entries will each receive a £35.00 Amazon gift voucher. Need support or information? A young carer is under 18 years old and helps take care of a family member or friend who is dealing with health problems, whether those are physical or mental. They might also take care of younger siblings, older relatives, or anyone in their family who needs help. There are an estimated one million young carers across the UK looking after a family member with a disability, illness or mental health problem - some as young as five years old. Why your story is important Personal experiences are powerful stories and have big impacts on service providers which can help make positive changes. Stories are experiences and do not have to be long; we make them anonymous so we will not use your name unless you give us permission. Have questions? Call us free! You can share your experience over the phone. Freephone: 0800 999 1286 Tell us your story online. Print out our story form and send it by post. Our postal address is on the form Michelle Palmer, Project Co-ordinator for Young Carers in Schools  Project Somerset, said: "Young carers can be difficult to identify and through the work being done in schools with the Young Carers in Schools Award, we are increasing our ability to identify and support this often overlooked group of vulnerable young people. That's why this programme is so important. In Somserset there are currently 493 registered young carers; statistically we know that there are likely many more. National figures show that there could be up to one young carer in every five secondary aged pupils." Support and information CCS Somerset Carers service Advice Line:  0800 31 68 600 CCS Somerset Carers service - Advice for Young Carers Somerset Council Somerset Council Young Carers Carers UK Support for Young Carers Carers Trust  Getting support if you are a Young Carer or Young Adult Carer  The Children's Society Young Carers Mobilise How can young carers be supported at home? NHS England Help for young carers Voucher draw terms and conditions: Qualifying entries must meet the following conditions: Entrants must be young carers in Somerset under the age of 18 years who help to look after a relative with a disability, illness, mental health condition, or drug or alcohol problem. The consent section of this form must be completed. Entrants under the age of 16 must have the consent of their parent/guardian/carer which will be confirmed in the consent section of this form. Young carers outside of Somerset will not qualify for the draw. The Somerset area will be confirmed using the postcode given in the consent section. No alternative to the Amazon gift voucher will be offered. Closing date for entries is 31 December 2024. Voucher winners will be chosen at random and will be notified during January 2025 using the details in the consent form. Voucher winners may be asked for additional consent to appear in publicity materials/campaigns.

Investigating available information for unpaid carers in Somerset. Over 49,000 unpaid carers in Somerset help take care of a family member or friend who needs their support. Some of these caregivers don’t get any financial help and still balance their caring duties with their jobs and other responsibilities. Our new project will focus on information available from health and care services that is designed to support and assist carers as they look after their loved ones. We want to know what caregivers think about the information they have received or discovered and if it is helpful for them. Unpaid carers was the most voted for project in our ‘People’s Choice’  vote, and we frequently talk to carers during our engagement work. In March 2024 Somerset Council published the renewed Commitment to Carers Statement   alongside a co-produced report  which informed the refreshed commitment: “The Commitment aims to enhance the quality of life for carers and those they care for, by improving their experience of health and social care, and supporting them to access information and opportunities to keep healthy and live well while they carry out their vital caring roles. It reflects priorities identified through consultation and co-production with carers and those who work with and support carers.” Our work aims to collect stories from all types of unpaid carers including: Carers of someone with mental health conditions Parent carers of adults and children Veteran/Ex service carers and family members who are carers Young Carers Gillian Keniston-Goble, Healthwatch Somerset Manager said: “As Healthwatch we know that there is a lot of information and support available to unpaid carers in our local communities, however we also hear feedback from carers who have not known where and how to access that information. This project will begin to address that gap.” We want to hear your story or visit your carers/community group and listen to your feedback. If you are 18 years or older you can take part by completing our form over the phone, online, or by post: Freephone: 0800 999 1286 Adults online form Download the adults form for print If you would like to know more, get involved, or tell us about your experiences of accessing information for carers, please get in touch: Freephone: 0800 999 1286 Email: info@healthwatchsomerset.co.uk     If you would like us to come and talk to your community group, or would like to display one of our posters, please email Tanya Camberwell - Engagement Officer: tanya.camberwell@healthwatchsomerset.co.uk

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

Our report following a visit to Highfield House, a Grade 2 listed house converted to a care home and situated on the High Street, in the centre of Castle Cary. Key findings    The Healthwatch team all reported great first impressions of the home There is a real sense that this is the residents’ home, and staff appear to be like family within that home. The manager and deputy appear very caring and committed to ensuring each resident is happy and healthy The environment felt homely and welcoming, calm and organised Interactions between residents and staff were very personalised; staff know residents well. This was the same for staff interactions with relatives  It was apparent the home sought to get the right staff to fit the ethos and culture of the home Recommendations We would like the home to consider the following recommendations based on our observations and findings from the visit.   We liked that the home had strong links within the local community, including the local coffee shop, primary school and church (who deliver Holy Communion) and would recommend this continues We suggested the home consider a photo board of staff who were on duty that day We like that a resident has been asked to be the Resident Ambassador We really liked the ‘wish board/what matters to me most’ as this reflects the personalised nature of care in the home. Healthwatch would like to use this as an example of good practice to share with other providers   Read our report

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.

In response to local feedback about challenges in booking appointments with GPs, we have explored people’s experiences across the county. 64% of people who took part in our survey were offered a face-to-face appointment with their GP. In our latest report we have listened to experiences of Somerset residents who tried to book an appointment to see their GP. Concerns about a lack of professional medical qualifications when being triaged by an administrator and long waits for routine appointments were some of the problems people told us about. Key messages                                        More than half of those trying to book an appointment contacted their surgery by telephone. There are still long waits involved in booking and scheduling appointments. 38% of telephone calls connected to a receptionist/administrator within five minutes. The triage processes and execution vary between GP surgeries and is unclear to some people. Many people received an appointment with a GP/Doctor after they were triaged. Some people are happy to use digital technology for appointments when suitable and available. Most respondents said continuity of care for the same condition was very important.   Read our report If you need this report in a different format, please email  info@healthwatchsomerset.co.uk   or call 0800 999 1286.

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 .