The District Nursing Service: people's experiences of using the service in Somerset
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Healthwatch Somerset undertook research on people’s experiences of using the District Nursing Service in Somerset and how potential changes to the service, including evening, weekend and digital appointments, might affect patients and carers. The research involved an online and telephone survey conducted between February and April 2021, gathering feedback from 175 people who had used the service or cared for someone who had.
The findings showed very high levels of satisfaction with the service, with 94% of respondents rating the District Nursing Service as "very good". Participants consistently praised district nurses for being caring, friendly, professional and reliable, and many valued the reassurance and social contact they provided. Respondents particularly appreciated receiving care at home, which helped people avoid unnecessary travel and remain independent.
Most respondents said they would be willing to receive routine visits during evenings or weekends, suggesting support for extending service hours. However, only 34% were willing to take part in online consultations, and over half of respondents reported factors associated with digital exclusion, such as a lack of internet access or suitable technology. The main concerns raised were inconsistent appointment times, difficulties seeing the same nurse regularly, and the need for better communication about delays, cancellations and visit schedules.
Healthwatch recommended maintaining the high standard of care while extending routine services into evenings and weekends where appropriate. It also recommended improving continuity of care by enabling patients to see the same nurse or small team of nurses more often, introducing appointment time slots where possible, and ensuring that any move towards digital services does not disadvantage people who are digitally excluded.