Accessing information about health & support in Somerset: The views of local people

Healthwatch Somerset wanted to understand where people currently access information, advice and support to manage their health, and how this could be improved.

They undertook a survey and attended four engagement events to get people’s views.

237 people responded to the survey. The majority of respondents currently live in Somerset. The three people who did not live in Somerset were registered with a Somerset GP.

Findings

• Most people access information, advice and support about their health via the GP, online, and via friends and family.
• People currently access information in more than one place, depending on the severity and type of issue.
• Many people would like to access information from one centralised place (either online or in the community).
• People would most like to receive information via face-to-face interaction, leaflets/books and online.
• For those who like to receive information face-to-face, lack of access to GP appointments and transport links are seen as the main barriers to accessing information and support about health.

Recommendations

1. People told Healthwatch Somerset that they wish to access information via their GP, however waiting times are a barrier to this.  Patient-facing staff in GPs surgeries should therefore be trained to give the right information and signposting to alleviate the pressure on Doctors.
2. People told Healthwatch Somerset that they like to access information online and would like health and support information to be available in one place. Healthwatch Somerset are aware that Somerset County Council and Somerset Clinical Commissioning Group have their own websites that contain this information.  In the light of this finding, they should undertake an evaluation of why people may not be using them.
3. People with a long-term condition found accessing information and support very difficult after they had been diagnosed. Healthcare professionals should therefore provide patients with signposting to good quality, up-to-date information sources relevant to their condition.
4. From talking with people at engagement events, Healthwatch Somerset found that many people who were caring for someone else did not consider themselves to be informal carers. Healthcare professionals involved in caring for those who have a long-term condition need also to consider those in a caring role (spouse/ partner/sibling/child/friend etc). Introducing the idea or concept of being a carer and signposting individuals to help available to carers may relieve feelings of stress or isolation. The medical practice should ensure this information is logged on the system so that those in a caring role have access to quicker appointments, flu vaccines etc.