Healthwatch Calderdale

Your local spotlight on Health & Social Care services in Calderdale

Health & Social Care Signposting Directory Calderdale

Issue 3

ContentS Contents Healthwatch Calderdale How can you get Involved?

Keeping in Touch NHS - Know Your Rights!

Free NHS Health Check Healthy Living Patient Choice of GP Practices GP Surgeries Pharmacies Dentists & Opticians Social Care & Independent Living Recognising Mental Health & Support Personal Health Budgets Motability Scheme Are you a Carer?

Care in your Own Home Residential Care Residential Care Costs Residential & Nursing Care Expressing Complaints & Concerns

1–2 3 4 5–6 7–8 9 10 11 12 13 – 14 15 - 18 19 20 21 – 22 23 24 – 26 27 28 29 – 30 31 - 32

Disclaimer This Directory has been compiled to signpost primary health and social care providers throughout Calderdale.

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 Calderdale nor HealthCare Publications can be held responsible for any errors or omissions.

All signposting services are up to date as of December 2014.

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

HeALtHWAtCH CALDeRDALe What is Healthwatch?

Set up in April 2013, Healthwatch is an independent consumer champion, or watchdog, for health and social care in the district. Our aims are to give citizens and communities a stronger voice to influence and challenge how health and social care services are provided locally.

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

What Power does Healthwatch Calderdale have?

Healthwatch Calderdale 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.

How do we do that?

Over the past year or so we have visited local communities and attended events to listen to people. We also have a phone line people call and a website where people leave us messages. From this we have found out that lots of people are unhappy with access to GP surgeries and we wrote to GPs to tell them about this. As a result of this GPs are now working with us to improve their opening times, telephone systems and general access. People also told us that when they got to see their GP, they were really happy with the quality of the service they got – so we have told GPs this too.

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

Once local people bring up an issue, it will be addressed by Healthwatch and the service provider/organisation together. It is important that we do this in partnership as this produces better outcomes. A report is then produced by Healthwatch and made public.

In January 2014 we all heard about the proposed changes to our local hospital. Over 180 people wrote to us telling us how unhappy they were about this. Through this we also found out that people were unhappy with the car parking arrangements at Calderdale Royal Hospital. So we spoke to the managers at the hospital and this autumn we spent a week asking people their views on the car parking. We have just published a report and the hospital will be working on our recommendations and letting us know how they have changed things. This report can be downloaded from our website and we will be posting more information about any changes are they happen over the next few months.

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/act upon them.

So what does that really mean?

Healthwatch is here to listen to your complaints, compliments and general comments about the health and social care services you, your family and friends use. We listen to lots of people from right across Calderdale and this gives us a really good picture about what services are like on the ground. Where there are problems or where someone is doing really well, we let them know.

Calderdale

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As people are really concerned about potential hospital changes we are also carrying out some research to see how other areas in the country have dealt with the issues when hospitals are changed in their local area. When this report is ready we will be sharing it with the people who make the decisions about our hospitals to ensure that the best possible outcome for Calderdale residents is achieved.

HeALtHWAtCH CALDeRDALe Where can we really make a difference?

What you’re saying quality

Healthwatch Calderdale is asked for its views on a number of health and social care related bodies. One of these is the Calderdale Health and Wellbeing Board. We are a voting member of this Board and this is the place where we can challenge local service providers and commissioners about their strategies and plans for the future health care of Calderdale residents. Using information that we gather from the public we are able to ensure that local voices are heard by the people making decisions over our health and social care system.

public

helping A&E ease support doctors friendly waiting health long-term improvements good happy patient

Other work that we have concentrated on this year includes looking at how outpatients services are being delivered across both Calderdale and Huddersfield hospitals. We heard that people some people were having trouble booking appointments so, along with colleagues from Healthwatch Kirklees, we have been attending outpatient clinics and will be producing a report in early 2015. Again we hope that recommendations from this report will help the hospital to improve services for patients and their families.

Our Enter and View teams can also make a big difference as they send reports from their visits to the local council and nationally to the Care Quality Commission (CQC). If there are concerns about what Healthwatch Calderdale has observed in a health or social care setting, then further action may be taken by either the council or CQC.

People have also told us that they want more control of their social care. Big changes are happening from April next year and our local council will be working much closer with our local NHS to deliver better services under the ‘Better Care Fund’. This work is designed to improve care for all ages, ensuring that duplication of services is reduced and better outcomes are achieved for the service users.

Healthwatch Calderdale is interested in ensuring any new services under the Better Care Fund are designed to meet local needs. We have therefore invested in our local communities by asking some trained Engagement Champions to speak to their local residents about what they feel there future care needs are. We are planning to produce this report by the end of January 2015 and will be sharing the results and recommendations with the Better Care Fund commissioners. We will then follow the Better Care Fund activity to ensure that it meets the needs that our report highlights.

Healthwatch Calderdale Voluntary Action Calderdale, Resource Centre, Hall St, Halifax HX1 5AY

Tel: 01422 431099 Email: info@healthwatchcalderdale.co.uk www.healthwatchcalderdale.co.uk 2

HoW CAn You get InVoLVeD?

Volunteer and be a voice for improving community health services

Healthwatch Calderdale involves local people in lots of different ways.

Although the staff are employed by a local organisation called Voluntary Action Calderdale, it is local people who guide their work. These people volunteer their time to help make decisions about which issues Healthwatch Calderdale should pursue.

They are known as the ‘Programme Board’ and they meet regularly in different parts of Calderdale. Their meetings are held in public venues and they welcome members of the public to turn up to the meeting to provide input and listen to what they are discussing about the health and social care services in our area.

What our volunteers say: I am a volunteer at Healthwatch Calderdale.

I am very greatly fond of my exp erience with Healthwatch Calderdale. You are able to learn a lot of new skills by being able to interact with young people to the elderly . The problems do exist with the health and social care in Calderdale, [though volunt eering] you are able to have a better unders tanding and hopefully help change them for the better.

Adris Healthwatch Ambassador Volunteer

Other people have got involved by helping us to listen to our local people. These volunteers support our series of engagement activities and are known as our Ambassadors; they go out into local areas and talk to local people about their experiences. This information is returned to the Healthwatch office where it is inputted into a system that helps to identify the issues that people are talking about. Volunteers help out here too with data inputting and evaluation; it is an important role as this is what gives the Programme Board the information they require to guide the work.

atch because I chose to volunteer for Healthw worthwhile it seemed like an interesting and ty to uni charity, and it gave me an opport I was a are develop my research skills in an interested in. nt people, It has been good meeting differe an and finding out what a difference ng givi in organisation like this can make Social and people a voice about how Health met on e hav I Care services are run. The staff l. pfu hel the project are also friendly and Volunteer Rachel Ambassador & Research

Volunteers also get involved with helping to produce our reports. We had support from over 10 volunteers this year in carrying out surveys at the hospital for car parking and outpatients clinics.

They get to talk to people about a specific issue and record their experiences within a questionnaire. Questionnaires are then analysed with support from volunteers and the results help shape reports and recommendations to service providers.

Calderdale

If you are interested in volunteering with Healthwatch Calderdale then please contact:

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Ann Marie Maguire annmarie.maguire@healthwatchcalderdale.co.uk or telephone 01422 431099 for more details.

KeepIng In touCH It is important for Healthwatch Calderdale to keep in touch with the public too. As well as producing reports for service providers and commissioners, we also provide regular information about health and social care in the local area through our Calderdale Voice newsletter. We send out over 500 copies of our magazine every other month and they are designed to raise awareness of certain health issues and also let you know what Healthwatch Calderdale has been doing.

Health Connections This project runs until March 2016 and is funded by the Calderdale Clinical Commissioning Group (CCG). It is designed to provide a package of support to the Voluntary/Community sector to enable them to become more sustainable and ‘business ready’ for commissioning via the CCG. The project has a number of elements as follows:

If you would like to receive a copy of our regular newsletter then please contact Emma Worsley emma.worsley@healthwatchcalderdale.co.uk or telephone 01422 431099 to sign up to our mailing list – we have both paper and electronic versions so please let us know which type you prefer.

Organisational Development Support: activities to prepare your organisation to deliver services on behalf of the NHS.

Speaking to us

Funding Advice: support to apply to the NHS CCG and to access complementary / additional funding from other sources.

If you haven’t seen us out and about then don’t worry, there are a number of ways to contact Healthwatch Calderdale. For those who love social media and all things IT, you can strike up a conversation with us on:

Safeguarding Support and Development: Ensuring that your organisation meets the minimum standards required to work on behalf of the NHS.

TWITTER: @hwcalderdale FACEBOOK: Healthwatch Calderdale EMAIL US ON: info@healthwatchcalderdale.co.uk

Network Development: specific support to enable networks across Calderdale to engage with and inform NHS commissioning.

Explore our website:

www.healthwatchcalderdale.co.uk where you will find a range of different services:

Communications: providing information on health, messages from the CCG and helping local health groups promote their services.

• Send us your feedback using the ‘Talk to Us’ page • Sign up to be a member of Healthwatch Calderdale • Find out about our volunteering opportunities • Search for local Health & Social Care services • Keep up to date with news from Healthwatch • Find out where your nearest Healthwatch drop in session is • Watch videos from Healthwatch England • See our Healthwatch Calderdale Twitter feed • Read the Healthwatch Calderdale Pledge • Find out about Healthwatch Calderdale local meetings

This is a specific service designed to support groups who are already or are aiming to deliver local NHS CCG health priorities. We are also working in partnership with Community Foundation for Calderdale on this project to provide a small grants scheme and a development bursary offer.

For more information please contact Tracy McWhire (Team leader) on 01422 438729

And for those who prefer a good old fashioned method you can either call us on 01422 431099 or write to us at Healthwatch Calderdale, Resource Centre, Hall Street Halifax, HX1 5AY. We look forward to hearing from you soon!

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nHS - KnoW YouR RIgHtS! You have the right to expect your NHS to assess the health requirements of your community and to commission and put in place the services to meet those needs as considered necessary, and in the case of public health services commissioned by local authorities, to take steps to improve the health of the local community.

Everyone has the right to information and education about how to take care of themselves and what they are entitled to within the health and social care system.

Healthwatch Calderdale helps individuals to gain access to, understand, and use information to promote and maintain good health and make the best use of local services and care support.

You have the right, in certain circumstances, to go to other European Economic Area countries or Switzerland for treatment which would be available to you through your NHS commissioner.

We can: • Explain your rights and what standards to expect from services • Help you find out about funding for health & social care • Help you to access services and find your way through care ‘pathways’ – find the right service for you • Put you in touch with Support Groups, Voluntary and Community Organisations • We can register your concerns and provide information on making complaints • Pass on your reports of excellent services and care • If you need advocacy we can refer you to the Independent Complaints Advocacy (ICA)

You have the right not to be unlawfully discriminated against in the provision of NHS services including on grounds of gender, race, disability, age, sexual orientation, religion, belief, gender reassignment, pregnancy and maternity or marital or civil partnership status.

You have the right to access certain services commissioned by NHS bodies within maximum waiting times, or for the NHS to take all reasonable steps to offer you a range of suitable alternative providers if this is not possible.

You have the right to be treated with a professional standard of care, by appropriately qualified and experienced staff, in a properly approved or registered organisation that meets required levels of safety and quality.

You have the right to receive NHS services free of charge, apart from certain limited exceptions sanctioned by Parliament.

You have the right to access NHS services. You will not be refused access on unreasonable grounds.

You have the right to expect NHS bodies to monitor, and make efforts to improve continuously, the quality of healthcare they commission or provide. This includes improvements to the safety, effectiveness and experience of services.

You have the right to be treated with dignity and respect, in accordance with your human rights.

You have the right to have any complaint you make about NHS services acknowledged within three working days and to have it properly investigated.

tell us your experiences

You have the right to discuss the manner in which the complaint is to be handled, and to know the period within which the investigation is likely to be completed and the response sent.

We’re listening

together we can make a difference 5

You have the right to accept or refuse treatment that is offered to you, and not to be given any physical examination or treatment unless you have given valid consent. If you do not have the capacity to do so, consent must be obtained from a person legally able to act on your behalf, or the treatment must be in your best interests.

nHS - KnoW YouR RIgHtS! You have the right to compensation where you have been harmed by negligent treatment.

You have the right to be given information about the test and treatment options available to you, what they involve and their risks and benefits.

You have the right of access to your own health records and to have any factual inaccuracies corrected.

You have the right to choose the organisation that provides your NHS care.

With all the changes to health and care services it’s not always clear where you should go to report an urgent issue, to make a complaint, or for further information.

You have the right to privacy and confidentiality and to expect the NHS to keep your confidential information safe and secure.

Healthwatch Calderdale can help you find the right services to suit your needs through our Information & Signposting Service.

You have the right to be informed about how your information is used.

You have the right to request that your confidential information is not used beyond your own care and treatment and to have your objections considered, and where your wishes cannot be followed, to be told the reasons including the legal basis.

We cannot give you advice or make specific recommendations but we can help you make an informed decision in finding the right health and social care service whether it is provided by the NHS, the Council, a voluntary or community organisation.

You have the right to choose your GP practice, and to be accepted by that practice unless there are reasonable grounds to refuse, in which case you will be informed of those reasons.

Contact Us: Office telephone: 01422 431099

Write to us at: Healthwatch Calderdale Voluntary Action Calderdale, Resource Centre, Hall St, Halifax HX1 5AY

You have the right to express a preference for using a particular doctor within your GP practice, and for the practice to try to comply.

You have the right to make choices about the services commissioned by NHS bodies and to information to support these choices.

Email us at: info@healthwatchcalderdale.co.uk

You have the right to be involved in discussions and decisions about your health and care, including your end of life care, and to be given information to enable you to do this. Where appropriate this right includes your family and carers.

Visit our website: www.healthwatchcalderdale.co.uk

You have the right to be kept informed of progress and to know the outcome of any investigation into your complaint, including an explanation of the conclusions and confirmation that any action needed in consequence of the complaint has been taken or is proposed to be taken.

tell us your experiences

You have the right to take your complaint to the independent Parliamentary and Health Service Ombudsman or Local Government Ombudsman, if you are not satisfied with the way your complaint has been dealt with by the NHS.

We’re listening

You have the right to make a claim for judicial review if you think you have been directly affected by an unlawful act or decision of an NHS body or local authority.

together we can make a difference 6

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 Calderdale.

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 disease, stroke, diabetes, kidney disease 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

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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?

But don’t these conditions run in the family?

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

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

• We’ll take your blood pressure

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 do a simple blood test to check your cholesterol level

What happens after the check?

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

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

• 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

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 given personalised advice on how to lower your risk and maintain a healthy lifestyle

Will everyone have this check?

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 disease, stroke, diabetes, kidney disease and dementia 8

HeALtHY LIVIng The choices we make about how we live can have a significant effect on our health. Eating a healthy diet, doing regular exercise, not smoking and not drinking too much alcohol can help you stay well and enjoy a long life.

Get active, feel fitter, live longer

Whatever your age, there's strong scientific evidence that being physically active can help you lead a healthier and even happier life.

Adults should do at least 150 minutes (2 hours and 30 minutes) of moderate-intensity aerobic activity each week. Young people (5-18) should do 60 minutes every day.

Keeping fit and healthy can be a challenge if you are living with a long-term condition, but it will make a big difference to your wellbeing. If you’ve been thinking about making changes to your lifestyle, such as stopping smoking, losing weight, eating healthily, drinking a little less alcohol, or doing more exercise, there’s plenty of help and support available.

If you do this, it can reduce your risk of heart disease and stroke by up to 50% and lower your risk of early death by up to 30%.

Rethink your drinking

Drinking too much alcohol could increase your risk of getting 14 major diseases, including mouth and throat cancers, liver cirrhosis, strokes and mental health problems.

Talking to your GP and other healthcare workers, including pharmacists, is the first step. They’ll help you look at your lifestyle and suggest changes that are suitable for your condition and any treatment you’re having. Your health or care worker can also let you know about local services that can help you.

Alcohol is believed to be responsible for as many as 22,000 premature deaths in England and Wales every year. But it’s not just binge drinkers who are at risk: regularly drinking more than the recommended limit can cause significant health problems.

For example, if you want to start exercising but you're unsure how to, your GP can put you on the Exercise on Referral scheme. These schemes are run with local gyms and fitness centres and can include swimming. Ask at your GP practice for more information.

Your GP can also help you if you want to stop smoking, for instance by enrolling you in a clinic where you’ll get support from other people who are also trying to stop. Nicotine replacement therapy and other stop smoking treatments provided by your GP can also help you resist cravings and boost your chances of quitting successfully.

You're never too young or too old to switch to a healthier lifestyle. Children who learn healthy habits at a young age will benefit from them throughout their life. And giving up bad habits can improve your health at any age.

Stop Smoking for good

Giving up smoking is probably the best thing you can do to improve your health. Research shows that smoking is responsible for almost one in five of all deaths in the UK. This means that smoking causes an estimated 110,000 deaths a year.

Smokers are almost twice as likely to have a heart attack as people who have never smoked. Smoking also increases your risk of developing many cancers and lung disease.

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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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gp SuRgeRIeS What do I do if I need urgent care out of hours?

There are a whole range of services available to people across Calderdale if they need access to NHS care out of hours. NHS 111 is the gateway to all out of hours services when it is not life threatening.

Surgery

Address

Area

Data correct with NHS Choices - December 2014 11

Postcode Telephone

pHARmACIeS Make sure you have repeat prescriptions If you or someone you care for requires medicines regularly, make sure you order and collect repeat prescriptions in good time to ensure you or your family have enough medicine to last i.e. weekends, Bank holidays and breaks away.

Pharmacy

Address

Area

Data correct with NHS Choices - December 2014 12

Postcode Telephone

DentIStS & optICIAnS Dentist

Optician

Address

Area

Address

Area

Data correct with NHS Choices - December 2014 13

Postcode Telephone

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.

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:

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.

NHS DENTAL CHARGES Band 1 course of treatment

£18.50

This covers an examination, diagnosis (eg X-rays), advice on how to prevent future problems, a scale and polish if needed, and application of fluoride varnish or fissure sealant. If you require urgent care, even if your urgent treatment needs more than one appointment to complete, you will only need to pay one Band 1 charge.

Band 2 course of treatment

£50.50

This covers everything listed in Band 1 above, plus any further treatment such as fillings, root canal work or if your dentist needs to take out one or more of your teeth.

Band 3 course of treatment

£219.00

This covers everything listed in Bands 1 and 2 above, plus crowns, dentures and bridges.

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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 Calderdale or contacting the local authority team in charge of ‘safeguarding’. 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.

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.

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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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 Calderdale 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

Who to contact for an assessment for 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.

Gateway to Care is your first point of contact for adult social care. We are here to offer you practical information and advice which will help you to continue to live independently at home.

This may include, for example, help with mobility and confidence after an accident, illness, injury or deterioration in a condition.

Gateway to Care will be open between 8.45am to 5.30pm Monday - Thursday and 8.45am to 5.00pm Fridays. Outside these times, we will not be able to answer your calls. If there is an emergency, you need to call the Emergency Duty Team on 01422 288000.

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

Contact: Gateway to Care By post: Adults, Health and Social Care 1 Park Road, Halifax HX1 2TU Email: Gatewaytocare@calderdale.gov.uk Tel: 01422 393000 Textphone: 01422 393398 (please note: the special equipment on this number only works for people with a hearing impairment calling into Gateway to Care using a Textphone) Web: www.calderdale.gov.uk/socialcare/socialservices/gateway-to-care/

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.

Calderdale has a number of services that support children and young people who have special educational needs or disabilities (SEND).

Support for carers

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.

How can we help?

• Give independent information and advice • Give information or refer you to other sources • Explain jargon and help with letter writing • Go with you to reviews and meetings • Help make sure you have your say • Explain the assessment process and your rights • Offer counselling • Allocate you an impartial parental supporter.

By post: Calderdale SENDIASS Calderdale Council, Westgate House, Westgate, Halifax HX1 1PS Tel: 01422 266141 Web: www.calderdalesendiass.org.uk

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ReCognISIng mentAL HeALtH & SuppoRt How your GP can help

Mental health, emotional wellbeing and resilience is all about how we cope with what life throws at us. It concerns the way we feel about ourselves, conduct relationships, handle stress or deal with loss.

You should make an appointment to see your GP if you've been feeling depressed for a few weeks or your anxiety is having an impact on your daily life, such as stopping you from going to work or shopping.

Good mental health and resilience are fundamental to good physical health, relationships, education and work, as well as being key to achieving our potential.

Mental health services are free on the NHS, but you will usually need a referral from your GP to access them.

Mental health facts

At least one in four people experience a diagnosable mental health problem in any one year, and one in six experiences this at any one time.

• More than half of those with a common mental health problem have both depression and anxiety.

Support and advice for people living with mental illness.

Tel: 0300 5000 927 (Mon-Fri, 10am-2pm) www.rethink.org

• There are approximately 570,000 people with dementia in England, a figure that could double in the next 30 years.

• Nearly 850,000 children and young people aged five to 16 years have a mental health problem – about 10% of the population. Fewer than one in 10 accesses treatment.

Confidential support for people experiencing feelings of distress or despair.

Tel: 08457 90 90 90 (24-hour helpline) www.samaritans.org.uk

Common mental health problems such as anxiety, depression, panic disorders, phobias and obsessive compulsive disorder can cause great emotional distress, and can affect how you cope with day-today life and your ability to work.

Less common conditions, such as psychosis, can make you experience changes in thinking and perception severe enough to significantly alter your experience of reality. These conditions include schizophrenia and affective psychosis, such as bipolar disorder, and can have the same lifelong impact as any long-term physical condition.

Promotes the views and needs of people with mental health problems.

Phone: 0300 123 3393 (Mon-Fri, 9am-6pm) www.mind.org.uk

Admitting you are struggling does not mean you are "mentally ill", that doctors will automatically put you on medication, or you will have to immediately tell your employer you are mentally unwell. Many issues can be managed without the help of a GP by using the variety of sources of help now available, whether it's through books, local organisations or online.

Even if you need professional help, there are choices you can make along the way. Mental illness is treatable and, with appropriate support and treatment, people do recover. Many move on with their lives and are able to care for their family, contribute to the local community, and get back into employment or training.

Information on child and adolescent mental health. Services for parents and professionals.

Tel: Parents' helpline 0808 802 5544 (Mon-Fri, 9.30am-4pm) www.youngminds.org.uk

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We are Calderdale's local mental health charity, led by people who have personal experience of mental distress.

Tel: 01422 345154 www.healthymindscalderdale.co.uk

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.

What is a Personal Health Budget?

Do I have to have 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 independent living.

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.

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 NHSfunded 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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motABILItY SCHeme Looking after someone who is disabled can mean both they and you find it difficult to get of out of the house. The Motability scheme, which is run by a national charity, can help get you mobile again. It allows disabled people to obtain a car, powered wheelchair or scooter.

What's included in the cost?

The cost includes: • a choice of cars • insurance, servicing and repairs • full RAC breakdown assistance • renewal of vehicle tax • tyre and windscreen replacement cover • 60,000 mileage allowance over three years • many adaptations at no extra cost.

Who is eligible to use the Motability scheme?

Checking your eligibility

The scheme is open to anyone who receives one of the following qualifying benefits and has at least 12 months' award length remaining when they apply:

If you would like assistance checking whether you are eligible for the allowance, contact one of the following agencies:

• higher rate mobility component of Disability Living Allowance (DLA) • enhanced rate mobility component of Personal Independence Payment (PIP) • Armed Forces Independence Payment (AFIP) • War Pensioners' Mobility Supplement.

For enquiries about claiming Disability Living Allowance or Personal Independence Payment, please telephone 03457 123456 or visit www.gov.uk/government/organisations /department-for-work-pensions

For enquiries about claiming War Pensioners' Mobility Supplement or Armed Forces Independence Payment, please contact Veterans UK on 0808 191 4218 or visit www.gov.uk/government/organisations/veterans-uk

You can also apply if you are the parent or carer of a child over the age of three who gets one of these benefits.

How does the Motability scheme work?

When you lease a car with the Motability scheme, the hire payments are met by your qualifying benefit. For most makes of car, the whole of your qualifying benefit is paid direct to Motability.

However, for some smaller, less expensive cars you don’t need to pay the whole of your qualifying benefit.

Please note, Motability does not decide who receives the allowance. The Department for Work and Pensions decides who receives the allowance.

If you lose the allowance during your lease, we will make arrangements for the return of the car.

However, you will only pay the cost of the lease until the car is returned, not for the remaining length of the lease. If you paid an Advance Payment, this will be refunded to you on a pro rata basis.

Advance payments You may have to make an advance payment, depending on the car you are hiring. If you cannot afford the payment, Motability’s charitable fund or another specialist organisation may be able to help you. You then lease the car for a three-year period.

Remember, you can choose to spend your higher rate mobility allowance in whatever way you wish.

If you only travel short distances, you might want to consider leasing a Motability scooter instead of a car. However, if you only travel occasionally, it might be more cost-effective for you to spend your allowance on other modes of transport such as taxis.

Using your Motability car for business You can only use the car for your benefit, including the day to day running of your household. If you need to use the car for business, other than regular travel to and from your normal workplace, this must be approved in advance.

Organisations such as Disability Rights www.disabilityrightsuk.org and Rica www.rica.org.uk produce high quality information on a number of accessible mobility solutions.

If you don't drive If you don't drive or prefer

not to, you can still get a vehicle and name up to two other people as your drivers. They must live within five miles of your home. Only one driver under 21 is allowed and they must live at your address.

For further information or advice please call 0300 456 4566 or visit www.motability.co.uk

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22

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

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.

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.

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.

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.

• 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!

Local and specialist help

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

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.

• 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.

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.

• 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.

• 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?

Direct Payments can be made to:

• 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

• 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

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.

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 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.

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.

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.

Contact Gateway to Care for an assessment, to be re-assessed or for further information on 01422 393000

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CARe In YouR oWn Home Carers

Address

Area

Data correct with CQC - December 2014 25

Postcode Telephone

26

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 longterm 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

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.ageuk.org.uk www.carersuk.org

www.findmegoodcare.co.uk www.moneyadviceservice.org.uk 28

www.societyoflaterlifeadvisers.co.uk

ReSIDentIAL & nuRSIng CARe Residential Homes

Address

Area

Data correct with NHS Choices - December 2014 29

Postcode

Telephone

ReSIDentIAL & nuRSIng CARe Nursing Homes

Address

Area

30

Postcode Telephone

eXpReSSIng CompLAIntS & ConCeRnS How to make a complaint about health care

If you are unhappy with the care you have received from the NHS, you have the right to make a complaint.

Ask to see a copy of the complaints procedure for the NHS service you are unhappy about. This will tell you who to contact, how they will handle your complaint and how they will learn from your complaint. Where possible, you should contact the NHS service (hospital, GP practice, dentist etc.) directly. You can do this in person, by telephone, email or letter. This will give the NHS service a chance to sort out any problem you might have and put things right for you.

Although most people have no problems when using Health & Social care services, sometimes things can go wrong. This information explains what to do if you, or a member of your family, want to complain about the care that you have received.

If you are not able to do this, or if you feel worried about contacting the NHS service directly, you can complain to other parts of the NHS instead:

If your complaint is about a hospital or local NHS community service contact NHS Calderdale Clinical Commissioning Group. They will make sure that your complaint goes to the right people who can help you.

How to complain

Who you contact to complain will depend on:

• Whether you are complaining about health care or social care, and • Whether the care is paid for by public funds or you have paid for it yourself.

NHS Calderdale Clinical Commissioning Group 5th floor, F Mill, Dean Clough, Halifax HX3 5AX Tel: 01422 281300 Email: CCG.FEEDBACK@calderdale.nhs.uk

It is usually a good idea to keep a record of what you said and who you said it to if the complaint is made verbally. Healthwatch Calderdale will be able to tell you if you can get free help, advice and support in making your complaint.

If you are not content with the reply you get

If you are not content with the outcome of your complaint or how it was dealt with, you have the right to ask the Health Service Ombudsman to investigate your complaint. This is a free, independent service that will usually only investigate a complaint after the NHS have had a chance to try to deal with your complaint, If they decide the NHS have got things wrong, they can make recommendations to put things right.

NHS Advocacy Service

Calderdale Citizens Advice Bureau provide support to people in Calderdale who wish to make a complaint about NHS Services in Calderdale.

Tel: 01422 842848 Halifax: 37 Harrison Road, Halifax HX1 2AF

The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP • Tel: 0345 015 4033 Email: phso.enquiries@ombudsman.org.uk www.ombudsman.org.uk

Hebden Bridge: New Oxford House, Albert Street, Hebden Bridge HX7 8AH

Todmorden: Community College, Burnley Road, Todmorden OL14 7BX

Elland: Southgate Methodist Church, Langdale Street, Elland HX5 0JL

www.calderdalecab.org.uk

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Text phone: 0300 061 4298 if you are deaf or have problems using a standard telephone request a call by texting ‘call back’ with your name and mobile number to 07624 813 005

eXpReSSIng CompLAIntS & ConCeRnS How to make a complaint about Social care

If you are unhappy with the care you have received from a care home, nursing home, home-care agency or other social care service, you have the right to make a complaint. If the service is provided in a social care setting but is funded by the NHS, e.g. dental services, you will need to follow the NHS complaints process, ‘How to complain about health care’ on the opposite page.

Ask to see a copy of the complaints procedure for the care service you are unhappy about.

This will tell you who to contact, how they will handle your complaint and how they will learn from your complaint.

If you are not content with the reply you get

Where possible, you should contact the care service directly (care or nursing home, etc.).

You can do this in person, by telephone, email or letter. This will give the care service the chance to sort out any problem you may have and put things right for you.

If you are not happy with the final reply from the care service or Calderdale Council, you have the right to ask the Local Government Ombudsman to investigate your complaint.

This right applies whether you pay for you privately fund your own care or the Local Authority funds it.

If you are not able to do this, or if you feel worried about contacting the service directly, you can contact:

You can contact the Local Government Ombudsman on 0300 061 0614, Local Government Ombudsman, PO Box 4771, Coventry CV4 0EH www.lgo.org.uk

Adult Social Care complaints and Children's Social Care complaints Calderdale Council Complaints and Compliments Unit Freepost RTGL-EXHR-SRLH Halifax Customer First 1st Floor, 19 Horton Street, Halifax HX1 1QE

Or if you want to speak to someone at the Complaints and Compliments Unit, call us on 01422 392279.

For further help and advice on raising a concern or making a complaint relating to Health or Social Care contact: Healthwatch Calderdale Phone us on: 01422 431099

Write to us at: 8a Hall Street, Halifax HX1 5AY

Email us at: info@healthwatchcalderdale.co.uk Visit our website: www.healthwatchcalderdale.co.uk

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