Healthwatch Birmingham ( South )

Your local spotlight on Health & Social Care covers services in

Birmingham

B11 / B13 / B14 / B25 / B26 / B27 B28 / B29 / B30 / B31 / B38

Health & Social Care Signposting Directory South Birmingham

Issue 1

CONTENTS About Us

1-2

Get Involved

3–4

Free NHS Health Check

5 –6

Understanding The Care Act

7–8

Patient Choice of GP Practices

9 - 10

GPs & GP Surgeries in South Birmingham

11 – 12

Pharmacies in South Birmingham

13 – 14

Dentists in South Birmingham

15 – 16

Opticians in South Birmingham

17 – 18

Care Centres in in South Birmingham

19 – 20

Social Care & Independent Living

21 – 24

Personal Health Budgets

25

Advice on Funding for Healthcare

26

Are you a Carer?

27 – 28

Care in your own Home in South Birmingham

29 – 30

Residential Care

31

Residential Care Costs

32

Residential & Nursing Care in South Birmingham

33 – 36

Health & Social Care Contact Information

37 - 39

Expressing Complaints & Concerns

40

Disclaimer This Directory has been compiled to signpost primary health and social care providers throughout South Birmingham postcodes B11 / B13 / B14 / B25 / B26 / B27 B28 / B29 / B30 / B31 / B38.

Whilst we have taken every care in compiling this publication, the publishers and promoters cannot accept responsibility for any inaccuracies.

All listings are supplied via the Care Quality Commission (CQC) and NHS Choices. Neither Healthwatch Birmingham nor HealthCare Publications can be held responsible for any errors or omissions.

All signposting services are up to date as of April 2015.

A note on advertising: We offer businesses the chance to reach potential customers via this publication. It is our intention to clearly indicate that an advertisement is being displayed and no endorsement or approval by the promoters of any product, service or supplier should be implied.

Another quality publication by Healthcare Publications If you require extra copies of this directory or are interested in advertising in future editions please email Healthcare Publications on admin@healthcarepublications.org or visit www.hcpublications.org

ABOUT US What is Healthwatch?

Healthwatch is the independent consumer champion created to gather and represent the views of the public.

Healthwatch is independent and transparent - with the authority to demand action

We will play a role at both local and national level to make sure that your experiences of health and social care are taken into account by the service providers.

What will we do?

Healthwatch Birmingham will: • Represent the views of the public via Health and Wellbeing boards set up by local authorities • Provide a complaints advocacy service to support people who make a complaint about services • Report concerns about the quality of health care to Healthwatch England, which can then recommend that the Care Quality Commission take action

Our Values Inclusive We will put communities first. Working for children, young people and adults.

Influential We are responsive, setting the agenda and making change happen.

Independent We act on behalf of consumers, listening carefully then speaking loudly on their behalf.

Credible We value knowledge, seeking information and challenging assumptions with facts.

Collaborate We will work in partnership with health and social care organisations to keep the debate positive and we get things done.

How will we make a difference?

• Providing information about the care choices you have • Talking and listening to people from every part of your community • Holding services to account for the care they provide • Being part of your community and answerable to you • Improving local health and social care through your feed back

What we are responsible for:

• Enabling people to share their views and concerns about health and social care services in Birmingham • Helping to build a picture of where services are doing well and where they can be improved • Providing authoritative, evidence-based feedback to organisations responsible for commissioning or delivering local health and social care services • Working with clinical commissioning groups to help make sure that services really are designed to meet local people’s needs.

• Ensuring that the views and experiences of patients, carers and other service users are taken into account when local need assessments and strategies are prepared. This will be done through its seats on the Health and Wellbeing Board • Providing people with information about what to do when things go wrong; this includes either signposting people to, or providing advocacy for people who want to complain about NHS services • Alerting Healthwatch England to concerns about specific care providers

Healthwatch Birmingham Cobalt Square 83, Hagley Road Birmingham B16 8QG Tel: 0800 652 5278 Email: info@healthwatchbirmingham.co.uk Tweet us: @HWBrum www.healthwatchbirmingham.co.uk

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ABOUT US We can make a difference, but we can’t do it without your feedback Your feedback can make a difference Everyone who uses health and social care services has the right to expect a high standard. In order to help those organisations achieve these standards, we need your help. That’s why we actively encourage and welcome your feedback.

We will summarise your feedback and provide it to the organisations that deliver our health and social care services in Birmingham, so they can get a clear picture of your experiences when using the services they provide. This will help them encourage and reward good practice, as well as identify and rectify any problems you may encounter. Your voice really could make a difference.

What Power does Healthwatch Birmingham have?

Healthwatch Birmingham can request information from local organisations, commissioners and providers. They then have 20 working days to return the information requested. The trained members of Healthwatch (staff or volunteers) are authorised to perform ‘Enter and View’. These are powers to go to a service unannounced or announced and have a look at the work/standards in that practice.

You can review as many services as you like, and if you use a service on more than one occasion you can leave feedback each time you visit. We will ask you for a little information about yourself when you leave a review, but if you prefer you can leave a review anonymously.

Healthwatch Birmingham has worked very hard to create partnerships and collaborative relationships with local services and providers, in order to discuss issues openly and effectively.

Tell us when things are going well and when they’re not, so we can do something about it. You can do this online here by submitting a review of your experience, or contact us by telephone on 0800 652 5278 or by email at info@healthwatchbirmingham.co.uk

Once local people bring up an issue, it will be addressed by Healthwatch and the service provider/organisation together. Twenty working days is given to the organisation to respond as to how they will resolve the issue and improve. A report is then produced by Healthwatch and made public.

The report will include recommendations both from the public involved in the Healthwatch and the steps taken by the organisation concerned.

Service providers as well as health and social care organisations have a duty to the public to listen to issues that are brought forward and respond to/ac upon them.

We want to hear about the treatment and care you have received.

Whether you’ve had a positive experience or there is room for improvement, have your say on the Healthwatch Birmingham website today.

You can even leave feedback anonymously. www.healthwatchbirmingham.co.uk

2

GET INVOLVED

Working together to positively shape health and social care Let’s work together If your organisation would like to work with us to help improve the health and social care services in Birmingham, we would love to hear from you.

We’re keen to discuss your ideas to see how we can work together to bring about effective and lasting change to benefit all members of society.

Get the Healthwatch Birmingham Widget For your organisation to get the greatest amount of value and insight, a ‘TripAdvisor’® style partner widget will be provided to you and all of your health or social care partners and will feature on their websites.

Widgets allow you to add Healthwatch Birmingham content to your own website, as well as encouraging the public to leave feedback in a format they are familiar with.

In addition to sharing your latest reviews, the widget encourages open, transparent information exchange with the public. Positive feedback is a great way to demonstrate the success of your organisation, and our widget provides an independent, fully-verified process to do just that.

Widget Benefits:

There is a choice of three widgets in horizontal and landscape form, in addition to one that provides a simple overall rating and a prompt to leave feedback for sites where space is limited.

• Drives additional traffic from other websites via reviews

• Demonstrates transparency, confidence and credibility to patients in their own service • Provides superb potential to improve search engine rankings

• Increases browse time on websites by up to 100% (feedback is the most common form of online research)

The Healthwatch Birmingham widget is as simple to add to your website as a YouTube video, however some technical web knowledge may be required. Healthwatch Birmingham will provide the HTML to be added to your website source code, and our web team can assist with integrating the widget to your website when required

• Offers an essential tool for partners to understand how to improve their own services • Provides an early warning system to get started and • Requires very little resource to get started and minimum maintenance Contact us today to find out how you can access the tool and the benefits of this service. The tool requires no technical knowledge to add to your site, and more information can be provided to your developers if required.

3

GET INVOLVED

What are we looking for?

Volunteer and be a voice for improving community health services

You do not need any qualifications to become a Healthwatch Champion; just a willingness to listen and talk to a range of individuals, an open mind and a desire to raise the voice of local people.

People need to feel that Healthwatch Birmingham belongs to and reflects them and their local community. It needs to feel approachable, practical and dynamic, and to act on behalf of local people.

As a Healthwatch Volunteer you can undertake as much or as little as you like from a range of specific roles. Volunteering your time should not be taxing but rewarding to benefit you and the wider community. Times are flexible to work around you and we ask for a commitment of 4 hours a month minimum.

• We’re helping you to shape and improve the services you use • We’re engaging with people in your community – if you haven’t met us yet, please get in touch!

• We’re an open organisation and want to make it easy for you to talk to us • We’re inclusive and we want people from every part of your community to join us • Ask us what we’re doing and we’ll always tell you what’s happening • You can hold us to account • We’re here to help services to improve • We’ll notice the bad things they do, and the good -we use your evidence to build a true picture of your local services

Benefits of volunteering with Healthwatch Birmingham Volunteering is a great opportunity to give something back to the community or make a real difference to the people around them. For others it provides an opportunity to develop new skills or build on existing experience and knowledge whilst also plugging in CV gaps.

Below are some of the benefits for volunteering: • Help others less fortunate or without a voice • Feel valued, empowered and part of a team • An opportunity to meet new people and make new friends • Spend quality time away from work or a busy lifestyle • Boosting confidence and self-esteem • Improve your health and well-being and quality of life • Actual out of pocket expense reimbursed • Access to accredited and in-house training and much more…

Volunteer?

• Are you passionate about health and social care?

• Do you want to make a positive difference within your local community?

• Do you have a few hours spare?

• If so, why not volunteer with Healthwatch Birmingham today!

Who can volunteer?

To volunteer with us, you must either reside within Birmingham or a service user of health and social care within the city and over the age of 16 years.

We believe that everyone is unique and has something valuable to contribute from sharing life experiences, skills and knowledge to untapped talent and the willingness to make a real difference to society.

Healthwatch Birmingham Cobalt Square 83, Hagley Road Birmingham B16 8QG Tel: 0800 652 5278 Email: info@healthwatchbirmingham.co.uk Tweet us: @HWBrum www.healthwatchbirmingham.co.uk 4

FREE NHS HEALTH CHECK

Who is it for?

Everyone is at risk of developing heart disease, stroke, diabetes, kidney disease, and some forms of dementia. The good news is that these conditions can often be prevented – even if you have a history of them in your family. Have your free NHS Health Check and you will be better prepared for the future and be able to take steps to maintain or improve your health.

The NHS Health Check scheme is available across Birmingham.

If a person is aged between 40 and 74 and hasn’t already been diagnosed with heart disease, diabetes, kidney disease, or had a stroke, they may be invited by their GP for the NHS Health Check by letter, text or they may be offered the NHS Health Check when they are at their GP for another reason.

Why do I need an NHS Health Check?

We know that your risk of developing heart disease, stroke, type 2 diabetes, kidney disease, and dementia increases with age. There are also certain things that will put you at even greater risk.

These are: • Being overweight • Being physically inactive • Not eating healthily • Smoking • Drinking too much alcohol • High blood pressure • High cholesterol Both men and women can develop these conditions, and having one could increase your risk of developing another in the future.

• In the brain a blocked artery or a bleed can cause a stroke • In the heart a blocked artery can cause a heart attack or angina

Helping you prevent heart dis eas e, s troke, diabetes , kidney dis eas e and dementia

• The kidneys can be damaged by high blood pressure or diabetes, causing chronic kidney disease and increasing your risk of having a heart attack • Being overweight and physically inactive can lead to type 2 diabetes • If unrecognised or unmanaged, type 2 diabetes could increase your risk of further health problems, including heart disease, kidney disease and stroke

5

FREE NHS HEALTH CHECK

Even if you’re feeling well, it’s worth having your NHS Health Check now.

We can then work with you to lower your chances of developing these health problems in the future.

Questions you may have Why do I need this check? I feel fine!

The NHS Health Check helps to identify potential risks early. By having this check and following the advice of your health professional, you improve your chances of living a healthier life.

What happens at the check?

This check is to assess your risk of developing heart disease, type 2 diabetes, kidney disease, and stroke.

But don’t these conditions run in the family?

If you have a history of heart disease, stroke, type 2 diabetes, or kidney disease in your family then you may be more at risk. Taking action now can help you to prevent the onset of these conditions.

• The check will take about 20-30 minutes • You’ll be asked some simple questions. For example, about your family history and choices which may put your health at risk

I know what I’m doing wrong.

How can the doctor help me?

• We’ll record your height, weight, age, sex and ethnicity

If you would like help, we will work with you to find ways to eat healthily, reach your healthy weight, be more active, cut down your drinking, or stop smoking.

• We’ll take your blood pressure • We’ll do a simple blood test to check your cholesterol level

If I am assessed as being at ‘low risk’, does this mean I won’t develop these conditions?

What happens after the check?

We will discuss how you can reduce your risk and stay healthy.

It is impossible to say that someone will or won’t go on to develop one of these conditions.

But taking action now can help you lower your potential risk.

• You’ll be taken through your results and told what they mean. Some people may be asked to return at a later date for their results

Will everyone have this check?

• You’ll be given personalised advice on how to lower your risk and maintain a healthy lifestyle

This check is part of a national scheme to help prevent the onset of these health problems.

Everyone between the ages of 40 and 74 who has not been diagnosed with the conditions mentioned will be invited for a check once every five years. If you are outside the age range and concerned about your health, you should contact your GP.

• Some people with raised blood pressure will have their kidneys checked through a blood test • Some people may need to have another blood test to check for type 2 diabetes. Your health professional will be able to tell you more • Treatment or medication may be prescribed to help you maintain your health

Helping you prevent heart dis eas e, s troke, diabetes , kidney dis eas e and dementia 6

UNDERSTANDING THE CARE ACT

What is the Care Act? The Care Act is a new law about care and support for adults in England that will come into force in April 2015, making one new law saying what people can expect and what local authorities will have to do.

The number of people in England who have health problems requiring both health and social care is increasing. For example, in the next 20 years, the percentage of people over 85 will double. This means there are likely to be more people with ‘complex health needs’ - more than one health problem - who require a combination of health and social care services.

Care and support is something that nearly everyone in this country will experience at some point in their lives; even if you don’t need care yourself, you will probably know a family member or friend who does, or you may already care for someone. Until now it’s been almost impossible for people who need care, carers, and even those who manage the care system, to understand how the previous law affecting them worked. The Care Act has created a single, modern law that makes it clear what kind of care people should expect.

The main themes of the Care Act are

To help make things clearer the government have introduced a minimum eligibility threshold across the country - a set of rules that makes it clear when local authorities will have to provide support to people. Until now, local authorities have been able to decide this threshold themselves, meaning decisions varied from place to place.

• Wellbeing: giving people greater choice and control to be independent and providing advice and support.

• Carers entitlements and rights: carers will be entitled to their own assessments to see if they are eligible for support.

• A lifetime cap on care costs: there will be a limit to the amount you will have to pay for care in your lifetime (this will not come into force until April 2016). The lifetime cap on care costs will be £72,000 for people aged 65+.

Local authorities must also help people to benefit from independent financial advice, so that they can get support to plan and prepare for the future costs of care.

• Advocacy: the local authority must find you an independent advocate who will help you and represent your best interests to get the right services if you are unable to do so.

• Keeping adults safe: this is the first time there as been a law telling local authorities what to do to help keep adults safe from abuse or neglect.

Most local authorities have had a one size fits all approach to care. The focus has been on what disabilities someone has, or what services the local authority can provide, rather than on the individuals needs. So for the first time the system will be built around each person -what they need, how they can best be cared for, and what they want.

For the first time, the Act provides people with a legal entitlement to a personal budget, which is an important part of their care and support plan. The personal budget must be included in every plan, unless the person is only receiving intermediate care or reablement support to meet their identified needs.

7

UNDERSTANDING THE CARE ACT

How does the care act benefit carers?

The Rules

Currently, carers don’t have a legal right to receive support, although local authorities can provide support at their discretion. This means that access to assessment and the range of support on offer can vary considerably.

Well-being: Local Authorities must have services to meet different people’s needs.

They must always think about your wellbeing.

Information and advice: Local authorities will need to provide comprehensive information and advice about care and support services in their local area.

This will help people to understand how care and support services work locally, the care and funding options available, and how people can access care and support services.

The Care Act gives local authorities a responsibility to assess a carer’s needs for support, where the carer appears to have such needs. This replaces the existing law, which says that the carer must be providing “a substantial amount of care on a regular basis” to qualify for an assessment.

This will mean more carers are able to have an assessment. The local authority will assess whether the carer has needs and what those needs may be.

This assessment will consider the impact of caring on the carer. It will also consider the things that a carer wants to achieve in their own day-to-day life. It must also consider other important issues, such as whether the carer is able or willing to carry on caring, whether they work or want to work, and whether they want to study or do more socially. If both the carer and the person they care for agree, a combined assessment of both their needs can be undertaken.

The Act clearly sets out what local authorities must provide information on: • what types of care and support are available – e.g. specialised dementia care, befriending services, reablement, personal assistance, residential care etc…

• the range of care and support services available to local people, i.e. what local providers offer certain types of services • what process local people need to use to get care and support that is available • where local people can find independent financial advice about care and support and help them to access it • how people can raise concerns about the safety or wellbeing of someone who has care and support needs

Adults caring for disabled children An adult caring for a disabled child can get support through children’s services. This is usually the best way to meet their needs, so they are not covered by this Act.

Prevention: Local authorities must provide or arrange services that help prevent people developing needs for care and support or delay people deteriorating such that they would need ongoing care and support.

However, there is provision in the Act for an adult carer of a disabled child to ask for an assessment of their caring needs before the child reaches 18. When a local authority carries out such an assessment, it has the power to provide support to the carer, even though they are caring for a child, rather than an adult. This would, for example, enable a local authority to provide support that is available through an adult carers’ centre.

Person-centred care and support: Person-centred care is when people understand what is important to you and give you the right care and support to do the things you want. The Local Authority must involve you in writing and checking your plan.

The Care Act and young carers

Work and having a job: Local Authorities must now think about education, training and work when they look at the care and support you need.

The Care Act does not deal with the assessment of people under the age of 18 who care for others.

However, young carers can be supported under the law relating to children. The Children and Families Act gives young carers (and parent carers) similar rights to assessment as other carers have under the Care Act.

To view The Care Act in further detail please visit:

www.gov.uk/government/publications/care-act-2014part- 1-factsheets

To view The Children and Families Act in further detail please visit: www.legislation.gov.uk/ukpga/2014/6/contents/enacted

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9

PATIENT CHOICE OF GP PRACTICES

During 2012 and 2013, the Department of Health ran a pilot scheme to explore how patient choice of GP practice could be expanded. The Patient Choice Scheme pilot was available in different parts of England and offered patients new ways of accessing GP services outside their GP practice’s boundary area.

What to expect from your GP GPs look after the health of people in their local community and deal with a whole range of health problems. They also provide health education, offer advice on smoking and diet, run clinics, give vaccinations and carry out simple surgical operations.

GPs usually work in practices as part of a team, which includes nurses, healthcare assistants, practice managers, receptionists and other staff.

Practices also work closely with other healthcare professionals, such as health visitors, midwives, and social services. You would normally see GPs or other healthcare professionals at their premises (surgery). Some operate from more than one building. If your GP cannot deal with a problem then you’ll usually be referred to a hospital for tests, treatment, or to see a consultant with specialist knowledge. GP practices should make information about their services easily available to their patients. Most practices have a practice leaflet available, otherwise please ask your GP or surgery for one.

As a result of this scheme, and following changes to GP contracts, all GP practices in England will be free to register new patients who live outside their practice boundary area from January 2015.

This means that you are able to join practices in more convenient locations, such as a practice near your work.

The idea is to provide you with greater choice and to improve the quality of GP services over time, as GPs providing a good service are naturally more popular.

These new arrangements are voluntary for GP practices. If the practice has no capacity at the time or feels it is not clinically appropriate or practical for you to be registered so far away from home then they can still refuse registration. The practice should explain their reason to you in detail.

What to consider when registering with a GP practice further away You may wish to join a GP near work or remain registered with your old GP following a move. The new arrangements make this possible; however, there are a few things to consider.

Because of the greater distance to your home, the GP you register with is under no obligation to offer you a home visit. If you are not well enough to go to the practice yourself then other arrangements will have to be made. NHS England (the body responsible for buying GP services) has to ensure that you are able to access a service either near your home or at home. When you register with a practice away from home you will be given information about what you should do in those circumstances.

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GPs & GP SURGERIES

When to see a GP

When should I see a pharmacist?

If you have an injury or illness and have experienced symptoms for a number of days, it may be best to call your GP for advice, or make an appointment.

You can call your local surgery first to find out if you may need an appointment. Your local doctor can treat a range of illnesses and injuries and can tell you if you need more urgent care.

For all ailments and injuries that can be helped with self-care, you can find help and advice at a pharmacy. Although we should all try to use our local pharmacies more often, there are times when other services are more appropriate.

Don’t be deterred from using other services in more serious situations.

GPs & GP Surgery

Address

Area

Postcode

Are you happy with your GP service?

Take the GP survey 2014/15 at www.healthwatchbirmingham.co.uk Data correct with NHS Choices - April 2015 11

Telephone

GPs & GP SURGERIES

Visit your walk-in centre for: • wound and dressing care • infected wounds • foreign bodies • severe strains and sprains.

GPs & GP Surgery

Visit A&E for:

When to Call NHS 111

• head injuries or loss of consciousness • heavy blood loss • chest pain • breathing difficulties.

Call NHS 111 if you’re unsure of the appropriate service for your needs, then you can call NHS 111.

Here, you’ll get over-the-phone advice from a trained adviser, supported by clinical professionals.

They can advise you on the best way to treat your medical problem

Address

Area

Postcode

Are you happy with your GP service?

Take the GP survey 2014/15 at www.healthwatchbirmingham.co.uk Data correct with NHS Choices - April 2015 12

Telephone

PHARMACIES

Pharmacy / Chemist

Address

Area

Data correct with NHS Choices - April 2015 13

Postcode

Telephone

PHARMACIES

Pharmacy / Chemist

Address Address

Area Area

Data correct with NHS Choices - April 2015 14

Postcode Postcode

Telephone Telephone

DENTISTS

Dentist

Address

Area

Data correct with NHS Choices - April 2015 15

Postcode

Telephone

NHS DENTISTRY

KNOW YOUR RIGHTS

"You're entitled to have all clinically necessary treatment on the NHS. This means that the NHS will provide any treatment that you need to keep your mouth, teeth and gums healthy and free of pain."

"If your dentist says you need a particular type of treatment, you should not be asked to pay for it privately. Your dentist is not allowed to refuse you any treatment available on the NHS but then offer the same treatment privately. Also, any treatment provided on the NHS has to be of the same high quality as treatments provided privately."

"Depending on what you need to have done, you should only ever be asked to pay one charge for each complete course of treatment, even if you need to visit your dentist more than once to finish it. You will not be charged for individual items within the course of treatment."

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OPTICIANS

Opticians

Address

Area

Data correct with NHS Choices - April 2015 17

Postcode

Telephone

Regular eye tests are important because your eyes don't usually hurt when something is wrong. A sight test is a vital health check for your eyes that can pick up early signs of eye|conditions before you're aware of any symptoms – many of which can be treated if found early enough.

Tell us your experiences

What your eye test will show

A sight test will show if you need to get glasses for the first time or change your current glasses.

A sight test will also include a general health check that can pick up early signs of eye disease before you’re aware of any symptoms. Some health conditions can affect the eyes such as:

We’re listening

Diabetes, Macular Degeneration or Glaucoma

Your Sight Test

It’s recommended that adults have their eyes tested every two years, unless their ophthalmic practitioner advises them to have a sight test more often than that.Your employer may pay for this test for you so ask for advice on this, and if you are over 60 your test is free of charge.

Together we can make a di erence

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CARE CENTRES IN BIRMINGHAM

Care Centres in Birmingham

Community Links Service

There are four Care Centres in Birmingham which have a range of facilities that people can use, such as information areas, internet café, Social and leisure activities and a restaurant.

The Community Links service is based in the four Care Centres across the city and works alongside other organisations to meet the needs of local people. It is available to anyone, people can contact the team by telephone or by arranging a face-to-face appointment; either at one of our care centres or at the person’s home. Those who require a more in-depth service will be allocated a community support worker for a short period of time with the aim of supporting the person to become more Independent.

The centres are also bases for the Community Links Service which provides services across the city supporting both younger and older adults to find socialising opportunities and maintain relationships based on mutual interests.

Where are the Care Centres?

The service works with other organisations to host events in the care centres and other venues to give people information to help maintain better lives, improve their knowledge and support independence. The service is established and operated by Birmingham City Council. All staff are qualified professionals and committed to providing the best possible service to the citizens of Birmingham.

The Care Centres in Birmingham are listed below with the contact e mail for the Community Links service.

The Norman Power Centre 14 Skipton Road Ladywood Birmingham B16 8JJ Tel: 0121 6577869 Main Switchboard No. 0121 6757837 Email: communitylinksnormanpower@birmingham.gov.uk

Visual impairment rehabilitation service

The Ann Marie Howes Centre 20 Platt Brook Way Sheldon, Birmingham B262UD Tel: 012167 52045 Main Switchboard No. 0121 6572015 Email: communitylinksannmariehowes@birmingham.gov.uk

The Visual Impairment Rehabilitation Service provides advice, guidance and can work with you to overcome the practical difficulties arising from your sight loss, giving you back confidence in carrying out daily living tasks.

An individual plan to meet your needs will be developed to meet your specific requirements’ at our Rehabilitation Suite depending on need.

The Perry Tree Centre Dovedale Road, Kingstanding B235BX Tel: 0121 6755579 Main Switchboard No. 0121 6755571 Email: communitylinksperrytree@birmingham.gov.uk

Who do we work with?

• Mainly people who have lost their sight as adults 18 – 98 • People from all cultures and backgrounds • Those with central or peripheral visual loss or both • Stable or deteriorating vision • Additional sensory loss, e.g. hearing loss • Physical disabilities • Learning disabilities

The Kenrick Centre Mill Farm Road, Harborne, Birmingham B17 OAT Tel: 0121 6750896 Main Switchboard No. 0121 6750900 Email: communitylinkskenrick@birmingham.gov.uk Opening Hours are: Monday to Friday 9am -7pm Saturday & Sunday 10 am -4pm (including bank holidays)

If you wish to discuss any specific concerns that you have with regard to your sight loss ring 0121 464 9455 and ask to speak to a Rehabilitation Officer, alternatively look at www.mycareinbirmingham.gov.uk or email: Visual.impairment.team@birmingham.gov.uk 19

LEARNING DISABILITY CENTRES FOR ADULTS

Learning disabilities centres that you can go to if you live in Birmingham or near to Birmingham.

What are learning disability centres?

Learning disability centres are for you if have been assessed as having a social-care need and you are aged 18 or over and would like to: • Make new friends • Learn new skills • Stay or become independent; and • Take part in activities that you are interested in

Activities on offer include: • Arts and crafts • Sports and leisure • Life skills, such as learning how to cook, manage your money and speaking up for yourself; and • Community activities, such as day trips to the theatre or restaurants

Who works at our centres?

The centres are managed by highly skilled staff who have many years’ experience supporting people with learning disabilities. All staff have had a police check (called a CRB check) so they are safe to work with you.

Where are the centres based?

The eight centres are: • Alderman Bowen Centre in Bordesley Green • Ebrook Centre in Sutton Coldfield • Harborne Resource Centre in Quinton • Hockley Skills Development Centre in Hockley • Moseley Centre in Moseley • Sparkbrook Resource Centre in Sparkbrook • Advanced Enablement in Aston • Perry Gold in Perry Beeches Each centre offers activities that you can pay for using your personalised budget.

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SOCIAL CARE & INDEPENDENT LIVING

How do I get Social care?

If you have decided that you need social care support, you may want to think about the type of support you require, be it homecare workers, equipment or respite breaks.

Your first step should be to ask your local authority social services department for an assessment of you needs.

Local authorities have a duty to assess anyone who appears to need the community care services they offer.

Your local authority should: • assess your needs and give you advice, whatever your financial circumstances • tell you about local services and who to contact locally for advice • be able to provide information about services and support options available to you in your area • give you relevant information if you are an unpaid/family carer

Your rights and entitlements In most cases, you shouldn’t have to actively exert your rights in regards to the care that you receive.

However, if you feel you are being unjustly treated in breach of your rights, you may want to take action.

You can do this by telling someone you trust, seeking help from Healthwatch Birmingham or contacting the local authority team in charge of ‘safeguarding’.

The assessment by the local authority is important because it helps them work out what your difficulties are and what services will help you most. Each local authority has its own way of working out who is eligible for social care support and what services it can offer.

Under UK law, you should be looked after and treated fairly and with dignity whenever you are given social care services. This applies to everyone, regardless of where they are given care and who does the caring.

If your local authority thinks you are eligible for social care support, you have a specific level of need and meet financial rules, you should be involved in the decision-making process that follows. If appropriate, the next step will be for social services or an independent adviser to work with you to create a care plan.

Other laws may also protect you from discrimination because of who you are, including some protection for carers under the rules designed to protect disabled people. For example, if you are an older person, this should not stop you from having treatment similar to that which a younger person would be given.

Often only minor assistance is needed – such as meals on wheels and help with washing or dressing.

Yet these services could make a big difference to your life.

Family Support Families with disabled children may be eligible for Family Support to help you look after your child.

This can include day care for children under five, help with parenting such as parenting classes, courses or family support workers, practical home help, and access to a Children’s Centre. Some of these services are available to all families.

If you feel that your needs have changed over time, you will have to be re-assessed. Contact the social care team at your local authority to discuss it with them.

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22

SOCIAL CARE & INDEPENDENT LIVING

What social care support can I get?

Help in your home or in a care home

Many people’s first impression or thoughts of social care might be a residential care home. In fact, there’s a wide variety of social care services available and most who need social care support will be able to have care provided in their home.

The kind of social care support that you can get depends largely on your needs. This means the type of condition you have, or the severity of your disability. For example, if you have a neurological problem that causes you to have trouble walking you may simply require some equipment to help you remain mobile and independent. However, if you have a significant neurological problem that seriously affects your mental capacity or ability to move and look after yourself, you are likely to need a much wider range of social care services.

It is worth taking time to think about your specific needs and what you think you might need to help you achieve the best quality of life you can.

You may want to have someone who can come to your home and give you the support you need to live your life. This can include help with tasks such as getting dressed, help with using the toilet, washing, preparing and eating food, cleaning and laundry, getting out and about, and taking part in leisure and social activities.

Healthwatch Birmingham or your local authority will be able to provide you with information and advice on what services are available in your local area.

Community support and activities Some social care services can be provided to help you continue to play an active role in your community and to get out and about and do the things you want to do. For example, you may want to work or to partake in religious or cultural events such as a festival or a sports match. Social care services may be able to support you in a wide range of ways to enable you to continue to do these things, for example a community transport service.

Care and support services might typically include: • equipment • help in your home or in a care home • community support and activities • day centres • home adaptations • residential care • financial support • information and advisory services, and advocacy • support for carers • other support for care

Day centres Visiting a day centre can be a good alternative to moving into a care home. Day centres provide an opportunity to socialise and do activities that might not be available at home and may provide respite for family carers.

Adaptations to your home

Equipment

A common way that social care can support ill or disabled people to live independently at home is simple adaptations to the home. If you have difficulty living at home because of your condition, it is often a better option to improve your home than to move somewhere new. For example, depending on your condition, you might be able to get lowered kitchen surfaces and storage, wider doorways to accommodate wheelchairs or walking frames, or improved flooring to prevent trips and falls.

Getting the right equipment can revolutionise your life. The ability for you to remain independent sometimes hinges on small factors and tools, such as a jar gripper (to help you remove lids) or ways to raise your seat (so that you can get up more easily), which can make all the difference.

However, equipment can also help with weightier issues, for example, hoists to help people with mobility problems get on and off chairs or toilets, or in and out of the bath or bed. The equipment you may be able to access could include monitoring devices that check whether you have left the house if you have a condition, such as dementia, that causes confusion and wandering.

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SOCIAL CARE & INDEPENDENT LIVING

Residential care

Easy to find information and advice about adult social care

If living at home is no longer a realistic or practical option, you may want to consider residential care.

There are many different types of ‘residential care’ – it may mean a permanent move into a care home for older people, or it could be a stay in a home for younger adults with disabilities, or a home for children. Residential care may be privately owned, or run by a charity or the local authority.

Information on a whole host of free or low-cost services for carers and the adults they care for – from the council, NHS and voluntary sector – is now available on one easy-to-use website.

The My Care in Birmingham website, managed by the council, leads you to the information you need, including support with living at home, being a carer, getting out and about in your local community, and keeping healthy, well and safe.

The main types of residential care are: • residential care homes • residential care homes with nursing care • extra care and sheltered housing • supported living • retirement villages

The website is free to use and you don’t need to register, you simply click on the topics you are interested in to find out more.

There is lots of useful information and advice there, plus links to other websites and contact details for everything from support groups to help with housework.

Deciding on a long-term stay in residential care is a very significant decision financially, practically and emotionally. You will need to think about your own preferences and decide what services will meet your needs now, as well as being flexible enough to take account of your future care needs.

It is not always an easy decision. Independent advice can be important in helping you make the right decision, taking into account all the important factors. Your local authority will be able to give you details of information services they commission locally.

To see the website visit: www.mycareinbirmingham.org.uk

Services for Children, Young People and Families Children’s Information and Advice Service (CIAS) The Children’s Information and Advice Service (CIAS) provides free, confidential and impartial advice, support and guidance on all aspects of child care and a wide range of services that may support children, young people and families.

Support for carers

The Children’s Information and Advice Service (CIAS) is the first point of contact for:

You’re a carer if you’re looking after a person who is disabled, has a long-term health condition or is elderly and frail. Carers can get help with their caring role, and by enabling the person they care for to get the support they need, they can make their own life easier. For example, it’s important that carers have time for themselves, and one of the best ways to arrange breaks from caring is to ensure that you have had a carer’s assessment.

This will help identify how substantial and demanding your caring is and how much support you are likely to need. If you are looking after a child with a learning disability or similar, you should also consider the support that your child will need with their education. Again, talk to your local authority to discuss the types of support you might be able to get.

• Reporting concerns about a child to the Multi- Agency Safeguarding Hub (MASH) • Information for Families • School Admissions and Pupil Placements • Family Support and Safeguarding Service • Disabled Children’s Social Care • All general enquiries relating to Children, Young People and Families The contact number for the Children’s Information and Advice Service is 0121 303 1888.

Opening Hours: Mon to Thur: 8.45 am to 5.15 pm Fri: 8.45 am to 4.15 pm

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PERSONAL HEALTH BUDGETS

Personal Health Budgets

Can I have a personal health budget as well as a personal budget for social care and support?

Personal health budgets are being introduced by the NHS to help people manage their care in a way that suits them. They have been piloted in a number of places across England and, from April 2014, anyone receiving NHS continuing healthcare will have a right to ask for a personal health budget.

Yes. If you already have a personal budget for care and support from social services and your NHS team agrees, you can also have a personal health budget and ask for both to be combined.

Do I have to have a personal health budget?

What is a Personal Health Budget?

A personal health budget is an amount of money to support your identified health and wellbeing needs, planned and agreed between you and your local NHS team. The aim is to give people with long-term conditions and disabilities greater choice and control over the healthcare and support they receive. Personal health budgets work in a similar way to the personal budgets that many people are already using to manage and pay for their social care. Together with your NHS team (such as a GP) you will develop a care plan. The plan sets out your personal health and wellbeing needs, the health outcomes you want to achieve, the amount of money in the budget and how you are going to spend it.

No. If having a personal health budget does not work for you, your local NHS will provide the care you need as it has always done.

What is the difference between a personal health budget, a personal budget, an individual budget and a direct payment?

A personal health budget is for your NHS healthcare and support needs.

A personal budget is for your social care and support needs.

An individual budget includes your social care and support needs plus other funding, such as

You can use a personal health budget to pay for a wide range of items and services, including therapies, personal care and equipment. This will allow you more choice and control over the health services and care you receive.

independent living.

A direct payment is one way of managing these budgets, where you get the cash to buy the agreed care and support you need.

You don’t have to change any healthcare or support that is working well for you just because you get a personal health budget, but if something isn’t working, you can change it.

Key points • Personal health budgets should help people get a better service from the NHS. They should not make things worse.

• You do not have to have a personal health budget if you do not want one.

• You should have as much control over decisions as you want.

• NHS and social care organisations should work in partnership with you and with each other.

• If you are not able to have a personal health budget, you can still speak to your NHS team about how your needs can be met in another way that is more personal to you.

Who can have a personal health budget?

The first group to be able to ask for a personal health budget, from April 2014, will be people getting NHS continuing healthcare, which is NHS funded long-term health and personal care provided outside hospital. Local NHS organisations will be free to offer personal health budgets to other people if they think an individual will benefit. It is the Government’s long-term aim, to introduce a right to a personal health budget for people who would benefit from it.

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ADVICE ON FUNDING FOR HEALTHCARE

There are several options for funding care and understanding them, and which ones apply to you can be complicated. These options depend on your need for care and support, as well as your personal and financial circumstances.

NHS continuing healthcare If the person you

The main sources of support are the NHS and your local Social Services department, depending on your circumstances.

Nursing care If someone goes into a residential care home but needs some element of nursing care, they’ll get a payment from the NHS to help

NHS care The NHS is responsible for funding

pay for their nursing care. This is called a registered nursing care contribution (RNCC).

care for has very severe and complex health needs, they may qualify for NHS continuing healthcare.

This is an ongoing package of care that’s fully funded by the NHS.

certain types of healthcare and equipment you may need. In some situations, the NHS is also responsible for meeting care needs. This is usually when someone’s need is mainly for healthcare rather than social care. NHS care could be provided in hospital but it can also be in someone’s own home or elsewhere in the community.

Intermediate care Some people can be eligible for intermediate care from the NHS. This is provided on a short-term basis and is intended to help people recover from an injury or illness and stay independent. Intermediate care is often provided to elderly people who are being discharged from hospital, and may help someone to keep living in their own home rather than moving into a care home.

When care is provided through the NHS there is no financial assessment and no care charges to pay.

However, people are only eligible for NHS care in certain circumstances.

Aftercare People who were previously detained in hospital under certain sections of the Mental Health Act will have their aftercare services provided free.

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ARE YOU A CARER

Carers Direct helpline

A carer is anybody who looks after a family member, partner or friend who needs help because of their illness, frailty or disability. Many carers don’t see themselves as carers and it takes carers an average of two years to acknowledge their role as a carer. It can be difficult for carers to see their caring role as separate from the relationship they have with the person they care for, whether they are a parent, son, daughter, sibling or friend.

They simply may think of themselves as a friend or family of the person they care for. It is because of this that they often don’t realise there is help available to them as well. Such as how they can get assessments, direct payments, home care, housing adaptations or funding for short breaks and respite.

Call the Carers Direct helpline on 0300 123 1053 if you need help with your caring role and want to talk to someone about what options are available to you.

If you are busy at certain times of day, you can send us a message to ask us to call you back for free at a time that is convenient to you. The helpline is open from 9am to 8pm Monday to Friday, and from 11am to 4pm, at weekends. The helpline is closed on bank holidays. Calls are free from landlines and mobiles within the UK.

Information

Some carers can suffer from poor health because of the demands of their caring role. For example, back pain can result from lifting or moving the person being cared for. It may also be difficult to maintain a healthy diet and exercise routine while caring.

The helpline advisers can give you information to help you make decisions about your personal support needs and the needs of the person you're looking after.

This information includes assessments, benefits, direct payments, individual budgets, time off and maintaining, leaving or going back to work or education.

Without the right support, being a carer can be an extremely stressful role.

• Ask for help: We all need help from time to time and carers are no exception.

Help is out there, you only need to ask!

The helpline staff will tell you how to complain if anything goes wrong with any of the services you use or put you in touch with your local authority or NHS services.

• Know your rights: It sounds simple, but knowing what you’re entitled to and what support is available can help a great deal.

Local and specialist help

• Tell your GP: Your GP practice can record that you are a carer to ensure you get your annual flu vaccination and additional support as a carer.

Our helpline advisers can put you in touch with specialist national or local sources of help, including social care, healthcare and self-help networks and resources.

• Get an assessment: This can sound a little daunting at first, but ensuring that you and the person you care for get a assessment of your needs through the Local Authority can give you access to a whole host of additional practical help and support.

The Carers Direct helpline doesn't provide personal financial, medical or legal advice and doesn't provide casework, advocacy, representation, counselling or emotional support. But our advisers can help you get in touch with people who do provide these services.

• Be a little selfish! We all need time to ourselves, but it’s particularly important for carers. This could be as simple as setting some me time aside for a relaxing bath or a night out.

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CARE IN YOUR OWN HOME

Home care isn’t for everyone but frequent visits from carers and a few home modifications can help you retain your home comforts and independence.

Receiving care in your home is an increasingly common alternative to staying in hospital or moving into a care home.

Depending on your needs, you can receive help and support that allows you to stay in your own home as long as possible. Not only do you avoid any upheaval and stay in familiar surroundings, it can also be a more economical alternative to residential care.

What home care services are available?

• Regular visits from home care workers to help with daily tasks and personal care • Meals delivered to your home • Equipment and home modifications to help with mobility and accessibility, such as getting in and out of the bath, and getting up and down stairs • Personal fall and panic alarms that are monitored around the clock • Support for health needs, such as incontinence • Day care and transport to take you there • Gardening and handyman services

Direct Payments can be made to:

Direct Payments

The choice of direct payments is voluntary. If you decide to have direct payments, you can change your mind about this at any time. If you no longer want direct payments, contact your local social services and ask them to arrange services instead.

• Disabled people aged 16 or over (with short or long-term needs) • Disabled parents for children’s services • Carers aged 16 or over (including people with parental responsibility for a disabled child) • Elderly people who need community care services

Choosing Direct Payments

If you are assessed as needing community care services and qualify for social services funding they must offer you direct payments as an option.

It’s possible to try direct payments by asking social services for a direct payment for some of your support while you continue to get your other support directly from social services.

If someone isn’t able to manage their own direct payments, it’s possible for another person to manage the direct payments on their behalf.

Direct payments are part of a move towards ‘personalised’ social care so that people have more choice and control over the support they get, letting you choose and buy the services you need yourself, rather than having it arranged for you by social services.

Direct payments can only be spent on things that will meet the assessed needs of the person getting them. If you spend a direct payment on something that doesn’t meet your needs, social services can recover the money from you.

Everyone who gets support from social services should have their needs reassessed at least once a year.

It’s important to know that if you receive a direct payment to pay a care worker or personal assistant, you become an employer and have legal responsibilities.

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CARE IN YOUR OWN HOME

Care Provider

Address

Area

Data correct with CQC - April 2015 30

Postcode

Telephone

RESIDENTIAL CARE

What your choices are

There are many types of residential care homes available. These include permanent care homes for older people, homes for younger adults with disabilities and homes for children. They may be privately owned or run by the voluntary sector or local authorities. You may want to consider in detail the many options for residential care before you make a decision.

A list of all nursing and residential care homes within your locality can be found on the following pages. Every care home in England must be registered with the national regulatory body Care Quality Commission (CQC).

They inspect each care home on a regular basis and write an inspection report for you to read. It is advisable to read this report before making a final decision.

Choice of accommodation The law says that where the local authority is funding accommodation it must allow the person entering residential care to choose which care home they would prefer. Social services must first agree that the home is suitable for the person’s needs and that it would not cost more than they would normally pay for a home that would meet those needs. If the person chooses to go into a more expensive home, a relative or friend may be able to ‘top up’ the difference in cost.

To check up-to-date information on the Nursing and Residential care homes within your locality visit www.cqc.org.uk or scan the QR CODE WITH YOUR SMARTPHONE

Choosing a care home Care homes may be arranged through the local authority but many people will want to arrange them independently. It is a good idea to visit several homes before making a choice. Make sure you spend enough time in each home to get a good idea of what it is like.

Respite and short term stays Residential care home stays don’t necessarily have to be permanent. Temporary stays can be arranged for respite care (in which you take a break from caring for somebody else), or as a trial period before a permanent stay.

Temporary stays can give you flexibility when covering unexpected events, such as: • Palliative care (which manages or reduces pain) after a hospital stay or illness • Support for newly disabled people and their carers • Enabling someone to continue living independently if they live alone and suddenly require care • Giving someone a chance to try potential future homes

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RESIDENTIAL CARE COSTS

Get personal advice on care funding

In some cases the residential care needed by the person you're looking after may be paid for by the NHS under the NHS continuing care scheme. The care may also be provided free of charge because it is 'intermediate care'. It may be free because the person you're looking after has previously been a mental health inpatient. If this is the case, the services are funded under the Mental Health Act.

The cost of care and support is likely to be a long term commitment and may be substantial, particularly if you opt for residential care. If you or a member of the family need to pay for care in a care home, it’s important to seek advice tailored to your individual needs.

The cost of your care will vary depending on its type, intensity, specialisation, location and duration. For example, a place in a residential care home will cost hundreds of pounds a week.

Decisions that have such financial implications should be made with advice and only after considering the costs of alternatives.

Residential care is also free if the local authority could charge but decides not to do so. This can occur if the stay in residential care is only temporary (normally less than eight weeks), or if the residential care is for a child. If none of the above applies, the person you're looking after will be given a financial assessment. This is also known as a means-tested assessment. They will be required to give information about their income and capital. There are rules that determine how income and capital are treated. Some types, including benefits, can be disregarded. The financial assessment will work out how much the person you're looking after will be expected to contribute towards the cost of their care home fees.

For example, the cost of a care home needs to be weighed against the cost of care and support that may help you remain in your existing accommodation.

The costs of long-term care can be significant and how you may wish to arrange to pay for it is a big financial decision for most people. Cost can vary across the country and different care homes will charge different amounts based on the level of care needs, the quality of the accommodation, or the area of England it is in.

Owning Property There are rules that explain how the property of the person you're looking after will be taken into account In some cases it can be disregarded, this is the case if a partner is still living in the property.

Few of us will have the income or ready access to the cash to pay for their ongoing care needs. Often people find that they need to sell or remortgage their home to pay for care or enter into an equity release scheme. Before taking such significant financial steps it is advisable to get proper independent financial advice. For advice on selffunding care, visit the Money Advice Service or the Society of Later Life Advisers. You may also have previously arranged an investment or insurance plan to fund your care. Again, it is worth taking independent advice on these potentially significant financial arrangements.

The capital limit for residential care is ÂŁ23,250.

Local authorities will investigate if they believe that the person you're looking after has deliberately reduced their capital to avoid paying care home fees. There is a scheme called the deferred payment scheme which allows someone who goes into care to keep their property and still get help from the local authority with paying care home fees. The local authority recovers the fees from the proceeds when the property is sold.

This scheme can also be used if there is a delay in selling a property.

Find out more about paying for care on the websites of:

Self-funders

www.ageuk.org.uk

After the means-tested assessment, the person you're looking after may receive a decision that they will have to pay their own care home fees.

People paying their own fees are referred to as self-funders. Self-funders will still receive advice about the arrangements for residential care.

Once a self-funder's capital reaches ÂŁ23,250 the local authority is responsible for helping out with the care home fees. This will require another assessment.

www.carersuk.org www.findmegoodcare.co.uk www.moneyadviceservice.org.uk www.societyoflaterlifeadvisers.co.uk

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RESIDENTIAL & NURSING CARE

Residential Home

Address

Area

Data correct with NHS Choices - April 2015 33

Postcode

Telephone

RESIDENTIAL & NURSING CARE

Residential Home

Address

Area

Data correct with NHS Choices - April 2015 34

Postcode

Telephone

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RESIDENTIAL & NURSING CARE

Nursing Home

Address

Area

Postcode

Telephone

KNOW YOUR RIGHTS! As a resident in a care home, your should expect: • The right to be treated politely and with dignity • The right to privacy for yourself, and your relatives and friends when they visit • The right to deal with your own finances and spend your money how you choose • The right to eat food that's prepared in line with your faith and to worship when and where you want to be • The right to choose the food that you eat, and to be given the time and space to relax and enjoy your meal • The right to choose when you get up in the mornings and go to be at night • The right to complain if you're unhappy with your care Data correct with NHS Choices - April 2015 36

HEALTH & SOCIAL CARE CONTACT INFORMATION

B irmingham C ros s C ity C linic al C ommis s ioning G roup

Birmingham CrossCity CCG (Clinical Commissioning Group) Bartholomew House, 142 Hagley Road, Edgbaston Birmingham B16 9PA Tel: 0121 2550700 • Email: bhamcrosscity@nhs.net www.bhamcrosscityccg.nhs.uk B irmingham S outh C entral C linic al C ommis s ioning G roup B irmingham and S olihull Mental Health NHS F oundation Trus t

NHS Birmingham South Central CCG (Clinical Commissioning Group)

Birmingham and Solihull Mental Health NHS Foundation Trust

Bartholomew House 142 Hagley Road Birmingham B16 9PA

Unit 1, B1, 50 Summer Hill Road, Birmingham B1 3RB

Tel: 0121 255 0700 Email: infobsc@nhs.net www.bhamsouthcentralccg.nhs.uk

General enquiries To contact our trust with any general enquiries: Tel: 0121 301 0000 (our switchboard) Email: comms.team@bsmhft.nhs.uk

S andwell and Wes t B irmingham C linic al C ommis s ioning G roup

Emergencies are not confined to the 9 to 5 working day, so it is important to know where to go to make a referral or raise a query out of hours. Any queries or referrals out of hours should call the trust switchboard on 0121 301 0000. Calls to this number are answered by our out-of-hours reception staff that will put calls through to a middle-tier doctor on call, who can deal with any issues outside working hours.

Sandwell and West Birmingham CCG (Clinical Commissioning Group) Kingston House, 438-450 High Street West Bromwich B70 9LD Tel: 0121 612 1500 Email: swbccg.time2talk@nhs.net www.sandwellandwestbhamccg.nhs.uk

Univers ity Hos pitals B irmingham NHS F oundation Trus t

B irmingham C ommunity Healthc are NHS Trus t

University Hospitals Birmingham NHS Foundation Trust

Birmingham Community Healthcare provides high quality, accessible and responsive community and specialist services within Birmingham and the West Midlands. We deliver over 100 clinical services, out in peoples homes and in over 400 hospitals, health centres and clinics. We provide services for adults, children, people with learning disabilities, those with rehabilitation needs and also dental services.

PO Box 9551, Mindelsohn Way, Queen Elizabeth Medical Centre, Birmingham B15 2PR Tel: 0121 432 3232 www.uhb.nhs.uk B irmingham Women’s NHS F oundation Trus t

Birmingham Community Healthcare Trust Headquarters

Birmingham Women's NHS Foundation Trust

3 Priestley Wharf, Holt Street,Birmingham Science Park, Aston, Birmingham B7 4BN

Mindelsohn Way, Edgbaston Birmingham B15 2TG

Tel: 0121 466 7000 www.bhamcommunity.nhs.uk

Tel: 0121 472 1377 www.bwhct.nhs.uk 37

HEALTH & SOCIAL CARE CONTACT INFORMATION Urgent care and walk-in centres across Birmingham: Birmingham NHS Walk-in Centre Lower Ground Floor, Boots, 66 High Street Birmingham B4 7TA Tel: 0121 255 4500 www.thepracticegroup.co.uk Monday to Friday 08.00 - 18:00 Saturday: 09:00 - 17:00 / Sunday: 11:00 - 15:00

NHS Complaints Advocacy NHS Complaints Advocacy is here to help you to make a complaint about your NHS care or treatment. NHS Complaints Advocacy is free, confidential and independent of the NHS. We can: • Support you to make a complaint about the service, care or treatment provided by the NHS, including complaints about your GP, dentist, local hospital, ambulance service or pharmacy • Support you with a complaint about health and social care • Support you to make an NHS complaint on someone else's behalf, including if someone has died • Listen to your concerns • Signpost you to the right organisation if we think that someone else can be of more help than we can • Answer questions about the NHS complaints procedure and explain your options • Provide a step by step guide to making an NHS complaint and offer some tips • Provide you with a POhWER advocate, an experienced worker who can help you make your complaint and support you through the NHS complaints process • Support you to write a complaint letter, attend a complaint meeting, request access to medical records and refer your complaint to the Parliamentary and Health Service Ombudsman (PHSO) if the local service is unable to resolve your complaint.

Washwood Heath Urgent Care Centre Clodeshall Road, Saltley, Birmingham, B8 3SN Tel: 0121 322 4310 www.washwoodheathurgentcarecentre.nhs.uk 9am to 8.30pm Monday to Sunday (Open bank holidays and weekends except Christmas Day) The Hill General Practice and Urgent Care Centre Sparkhill Primary Care Centre, 856 Stratford Road, Sparkhill, Birmingham B11 4BW Tel: 0345 111 1310 www.hillgp-bham.nhs.uk (Open 7 days a week, from 8am to 8pm, including bank holidays) Summerfield Urgent Care Centre 134 Heath Street, Winson Green, Birmingham, West Midlands B18 7AL Tel: 0345 245 0769 www.summerfieldgpucc.nhs.uk Open 8am to 8pm Monday to Sunday (Open bank holidays and weekends) Erdington Health and Wellbeing Walk-in GP Centre 196 High Street, 1st Floor, Erdington, Birmingham B23 6SJ Tel: 0121 686 8010 Open 7 days a week from 8am to 8pm (Including bank holidays)

Our support centre is open: Monday to Friday from 8am - 6pm PO Box 14043, Birmingham B6 9BL Tel: 0300 456 2370 (charged at local rate) Text: send the word 'pohwer' with your name and number to 81025 Email: pohwer@pohwer.net Skype: pohwer.advocacy

South Birmingham GP Walk-in Centre 15 Katie Road, Selly Oak, Birmingham B29 6JG Tel: 0121 472 0016 Open 7 days a week from 8am to 8pm (Including bank holidays) Warren Farm Urgent Care Centre Warren Farm Health Centre, Warren Farm Road, Kingstanding, Birmingham B44 0PU Tel: 0121 465 5613 www.warrenfarmurgentcarecentre.nhs.uk Open 8am to 7.30pm Monday to Sunday (Open bank holidays and weekends except Christmas Day) 38

HEALTH & SOCIAL CARE CONTACT INFORMATION

Birmingham Safeguarding Adults Board (BSAB) If you think there has been a crime contact the police straightaway.

Birmingham Citizens Advice Bureau offers advice on a wide range of issues to anyone living in the Birmingham area.

Call West Midlands Police on 0345 113 5000 or 101.

From outside the West Midlands phone 0345 113 5000.

Our service is free of charge, confidential, independent and impartial. We won’t judge you, persuade you or tell you what you should do – we will listen, explain all the available options to you and support you in the course of action you decide to take.

If it is not an emergency and you want to report adult abuse please call the “Adults & Communities Access Point” (ACAP) on 0121 303 1234 and press option 1 on your keypad You may also email your concerns but we would encourage you to call us first wherever possible to ensure that we are aware of your concerns.

CITY CENTRE CAB Ground Floor, Gazette Buildings 168 Corporation Street, Birmingham B4 6TF Advice line: 9.30am to 4.30pm Mon to Fri 08444 771010 Email: enquiries@bcabs.cabnet.org.uk Opening Times: Monday 9:00am to 4:00pm Thursday 9:00am to 4:00pm Friday 9:00am to 4:00pm

Please send any e-mail messages to: ACAP@birmingham.gov.uk www.bsab.org The new Birmingham MASH (Multi Agency Safeguarding Hub) will be the first port of call for anyone with a child safeguarding concern.

KINGSTANDING CAB Perry Common Library, College Road Kingstanding, Birmingham B44 0HH Advice line: 9.30am to 4.30pm – Mon to Fri 08444 771010 Opening Times: Tuesday 9:00am to 4:00pm Wednesday 9:00am to 4:00pm

Birmingham Safeguarding Children's Board Room B54, Council House Extension Margaret Street, Birmingham B3 3BU Tel: 0121 464 2612 www.lscbbirmingham.org.uk

TYSELEY CAB 744-746 Warwick Road, Tyseley Birmingham B11 2HG Advice line: 9.30am to 4.30pm – Mon to Fri 08444 771010 Opening Times: Monday 9:00am to 4:00pm Tuesday 9:00am to 4:00pm

Adult social care services Birmingham City Council

NORTHFIELD CAB Northfield Library, 77 Church Road, Northfield Birmingham B31 2LB Advice line: 9.30am to 4.30pm – Mon to Fri 08444 771010 Opening Times: Wednesday 9:00am to 4:00pm Thursday 9:00am to 4:00pm Email Advice If you can’t access the service by using our drop in sessions or telephone advice service then please feel free to email us on: bcabsemailadvice@bcabs.org.uk

Your views and experiences of the services we provide for adults in Birmingham are important to us. Whether you are a service user, a carer or someone who is planning on using our services, we want you to be involved in how we improve our existing adult social care services and develop new ones.

Customer Care and Citizen Involvement Team PO Box 16465, Birmingham B2 2DG Freephone: 0800 953 1002 Tel: 0121 303 4044 Email: customercareteam@birmingham.gov.uk www.birmingham.gov.uk

We will endeavour to reply with advice within 5 working days. www.bcabs.org.uk 39

EXPRESSING COMPLAINTS & CONCERNS

HOW TO COMPLAIN ABOUT ADULT SOCIAL CARE SERVICES?

If you think an NHS practitioner or Healthcare Provider has been guilty of professional misconduct, you can also complain to their professional or regulatory body.

If your complaint is about an adult social care service provider, you can contact them directly.

This will give the care service the chance to resolve any problem you may have and put things right for you.

The main healthcare professional regulators in England are:

However, if your complaint refers to an adult social care service funded by Birmingham City Council, you can raise any concerns by the following ways:

The General Medical Council.

Tel: 0161 923 6602 Email: gmc@gmc-uk.org www.gmc-uk.org

You can raise any concerns by: Going online at: www.birmingham.gov.uk Tel: 0121 303 5161 (option 1) Write to: Customer Care and Citizen Involvement Team Directorate for People (Adult Social Care) Birmingham City Council PO Box 16465 Birmingham B2 2DG

The Nursing and Midwifery Council.

Tel: 020 7637 7181 Email: newreferrals@nmc-uk.org www.nmc-uk.org The General Dental Council.

Tel: 020 7167 6000 Email: information@gdc-uk.org www.gdc-uk.org

HOW TO COMPLAIN ABOUT CHILDREN’S, YOUNG PEOPLE AND FAMILY SERVICES? Contact the Customer Relations Service Children, Young People and Families Directorate

The General Optical Council.

Tel: 020 75803898 Email: goc@optical.org www.optical.org

Room 11, Council House Extension, 6 Margaret Street, Birmingham, B3 3BU Tel: 303 5161 Option 2 Email: CYPFSSCustomerRelations@birmingham.gov.uk

The General Pharmaceutical Council.

Tel: 0203 713 7950 Email: concerns@pharmacyregulation.org www.pharmacyregulation.org

If you are not satisfied with the final reply you get from the care service or your local council, you have the right to ask the Local Government Ombudsman to investigate your complaint.

The General Osteopathic Council.

Tel: 020 7357 6655 Email: contactus@osteopathy.org.uk www.osteopathy.org.uk

Local Government Ombudsman PO Box 4771, Coventry CV4 0EH Tel: 0300 061 0614 Use the on-line complaints form at: www.lgo.org.uk The LGO Website provides a range of detailed guidance on making a complaint.

The General Chiropractic Council.

Tel: 020 77135155 Email: enquiries@gcc-uk.org www.gcc-uk.org

Care Quality Commission (CQC) The CQC checks that hospitals, care homes, GPs, Dentists and services in your home are meeting national standards. They do not investigate complaints, but they welcome feedback and concerns about health and social care services.

CQC National Customer Service Centre Citygate, Gallowgate, Newcastle-upon-Tyne NE1 4PA Tel: 03000 61 6161 Use their on-line form: www.cqc.org.uk This Website also gives detailed guidance on how to complain.

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