Health & Social Care Signposting Directory 2014 Kingston upon Hull
Issue 1
CONTENTS Contents Healthwatch Kingston upon Hull Expressing Complaints & Concerns NHS Hull Clinical Commissioning Group Choose Well Healthy Living Choosing a GP GP Surgeries Pharmacies Dentists Opticians & Hearing Centres Advice on Funding for Healthcare Personal Health Budgets Advice on Funding for Social Care Independent Living Are you a Carer? Care in your own Home Choosing between Residential, Nursing & Independent Living Choosing the Right Care Home Residential & Nursing Care Help & Advice
Disclaimer This Directory has been compiled to signpost primary health and social care providers throughout Kingston upon Hull. 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 Kingston upon Hull nor HealthCare Publications can be held responsible for any errors or omissions. All signposting services are up to date as of March 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.
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HEALTHWATCH KINGSTON UPON HULL Healthwatch is the new, independent consumer champion for health and social care in Hull. Our job is to give people a stronger collective voice to influence and challenge how health and social care services are provided locally. We will do this by talking and listening to people from every part of the community and by holding services to account. What does Healthwatch do? • Gathers the views and experiences of people in Hull about their health and social care priorities.
The Healthwatch network is a new kind of consumer champion in health and social care. We will make sure the voice of the consumer is heard and acted upon. With our independent statutory powers, the network as a whole has a fantastic opportunity to make a difference. Healthwatch England looks forward to making sure the public’s voice is heard loud and clear by those who plan, run and regulate health and social care services.
Anna Bradley, Chair of Healthwatch England
• Produces reports which influence the way services are designed and delivered in Hull. • Provides information, advice and signposting about local services and how to access them. • Works with Independent Complaints Advocacy (ICA) to provide information and support to people who need to make a complaint about NHS services.
What powers does Healthwatch have? Powers to find out information about services and to consult the public, including using enter and view visits to health and social care premises using trained volunteers. In this way we can gather information from service users and report on the findings. • A seat on the local Health and Wellbeing Board – a body that oversees health and social care – and therefore can influence how services are set up and commissioned. • We make our findings and recommendations known to the Clinical Commissioning Group (CCG), local authority, NHS services and the Care Quality Commission (CQC), who are the independent regulator for health and social care services. The CQC have a statutory duty to act on advice from Healthwatch. • We can escalate concerns to our national body, Healthwatch England, who influence health and social care provision at a national and parliamentary level.
Health related care is provided by the NHS. Social Care is provided by the local authority (Council). Healthwatch Kingston upon Hull would like to know what health and social care issues are important to you, your family & friends.
Tell us about your experience of local services: 1. Are you happy with the health and social care you are receiving? 2. Do you live in a care home, or have a friend or relative who does? Are you/they happy with the care you/they receive? 3. Can you get an appointment with a GP (Doctor) when you need one? 4. Have you had to stay in hospital recently? If so, what was it like? 5. Do you, or a relative, suffer from a long term illness? Are you/they happy with the help and support you/they receive? Your feedback will help Healthwatch Kingston upon Hull to identify trends and priorities, and drive our future projects.
HEALTHWATCH KINGSTON UPON HULL Get Involved in Healthwatch
Healthwatch Kingston upon Hull Board
Healthwatch is for everyone in our community – adults, young people and children. Every voice counts when it comes to shaping the future of services and improving them for today.
Ian Blakey Chair Kath Lavery Vice-Chair Kathryn Sowerby Gary Hood Lee Hampston Lynda Brown
If you have an interest in and care about your local health and social care services, want to make sure they are as good as possible and reflect the needs of real people, then we need you.
Healthwatch Kingston upon Hull Staff Team Jonathan Appleton Delivery Manager
Some of the ways you can get involved are by:
Kevin Delaney Outreach and Communications Officer
• Giving your views on local health and care services by contacting us or completing our surveys.
Joanne Woodruff Information and Signposting Officer
• Finding out about local health and social care services and how to access them. • Signing up to our mailing list to be kept updated on our work.
Why not come and join us as a Healthwatch volunteer? No qualifications are needed to become a volunteer with Healthwatch Kingston upon Hull; just an interest in your local health and social care services and a desire to raise the voice of local people. Here are some of the areas that volunteers can get involved with: • Publicising Kingston upon Hull Healthwatch and collecting the public’s views through speaking with people to help get the word out. • Representing Kingston upon Hull Healthwatch at outreach sessions and events. • Being part of our Reader’s Panel to review documents relating to health and social care services. • Becoming a Healthwatch Champion in your neighbourhood, school, college or workplace. • Visiting health and social care premises to gather information and find out about the experiences of service users.
Alex Eslor Volunteer Co-ordinator Jenny Smith Patient and Services Analyst The Healthwatch Kingston upon Hull board is the body responsible for overseeing the work of the organisation and setting our priorities and workplan. Board meetings are held on the second Tuesday of the month and members of the public are welcome to attend.
Contact us Call: 01482 595542 Email: enquiries@healthwatchkingstonuponhull.co.uk Website: www.healthwatchkingstonuponhull.co.uk Follow us on Twitter: @HealthwatchHull Write to us: FREEPOST RSJL-TTUB-JKCG Healthwatch Hull CVS Hull HU3 1XL There are regular Healthwatch & ICA information and advice sessions at venues across Hull – to find out more visit our website or call us for details.
EXPRESSING COMPLAINTS & CONCERNS How to complain about social care services in Hull For children up to the age of 18 or up to 21 if a care leaver. There is a 12 month time limit to when you can make a complaint about social care services. If the complaint is about something which happened over 12 months ago, it may still be investigated, but this would be down to the discretion of the council. There are 3 stages available when making a complaint about Young People’s Services in Hull.
For adults wanting to make a complaint The same rules apply for an adult making a complaint as they do for children. There is still a 12 month time limit and there are the same three stages to go through before you can take your complaint to the Local Government Ombudsman. You can complain in person, via post, via email, telephone, by text or by collecting a complaints booklet from Brunswick House and completing the tear off section and returning it.
Stage 1: Local Resolution Once your complaint has been received, it will be passed to a Manager to look into. Your complaint will be dealt with within 10 working days. Someone from the Complaints Service will talk through the outcome and can explain the next stage of the procedure if you are not happy.
Stage 2: Formal Investigation If you remain unhappy with the outcome to stage 1 of the complaint, an independent investigating officer and an independent person are chosen to make sure the investigation is fair and thorough. They can meet with you to discuss this if required. They have to respond to you within 25 working days. If you still remain dissatisfied, your complaint will go to stage 3.
Stage 3: Independent Review Panel This panel is made up of 3 people who do not work for children & young people’s services. The panel will review the complaint again and then write a report for you and the Head of Service explaining what to do next. If you are still unhappy, you can contact the Local Government Ombudsman. The Local Government Ombudsman will only look in to your complaint once all stages have been completed. You can contact them for advice beforehand on the helpline number.(details on next page) Advocacy is available for young people if they require support to make their complaint. (See next page for details).
If you are unhappy about the way Hull City Council has delivered Social Care Services and would like to express a complaint or concern - please contact: Complaints Manager Brunswick House, Strand Close Beverley Road, Hull HU2 9DB Tel: (01482) 616143 Text: 07789 817079 Email: SocialServices.Complaints@hullcc.gov.uk www.hullcc.gov.uk
If your unhappy in the way Hull City Council has handled a complaint, you can contact: Local Government Ombudsman Advice Team PO Box 4771, Coventry CV4 0EH Helpline: 0300 061 0614 www.lgo.org.uk It is open from 8.30am to 5.00pm, Monday to Friday. (Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines, and will be included as part of any inclusive call minutes or discount schemes in the same way as geographic calls.
EXPRESSING COMPLAINTS & CONCERNS Advocacy Support for Social Care Concerns Advocacy services are free, confidential and independent. Advocates listen to what you want and act on your behalf at all times. Advocates can support vulnerable people in many ways including helping you to access advice, information and services, go to meetings and appointments with you, help you to write letters and challenge decisions that you do not agree with.
Advocacy Support for Young People RAPP (Rights & Participation Project) offers independent advice, support and advocacy to children and young people aged 6-21 in need or at risk living in Hull. RAPP, The Warren, 47-49 Queens Dock Avenue, Hull, HU1 3DR Tel: 01482-225855 or 01482 225945 Email: info@rapp-hull.co.uk or craig.clark@hullcc.gov.uk
Other organisations that may be able to help are:
VCC (Voice for the child in care) Freephone: 0808 800 5792 www.voiceyp.org
NYAS (National Youth Advocacy Service) Freephone: 0808 808 1001 www.nyas.net
Advocacy Support for NHS Complaints Healthwatch can support you if you need help with making a complaint about NHS services. The Independent Complaints Advocacy Service (ICA) provides support and assistance to anyone who wishes to consider reporting their dissatisfaction with NHS care and treatment by making a formal complaint under the terms and conditions of the NHS Complaints Procedure. The service is independent of the NHS, so it has no conflict of interest. It is FREE and it is confidential.
Advocacy support involves: • Listening to your concerns • Exploring all available options on how report your concerns to the NHS effectively • Giving you a choice on how to report your concerns • Giving you the confidence to take charge if you decide to go ahead with a complaint You are always in control. Independent Complaints Advocacy Service (ICA) does not make decisions for you. The service gives you enough information so you can choose how to report your concerns from an informed perspective. The service can also help you to make a complaint on behalf of a family member or friend.
If you require ‘one on one’ support, the Independent Complaints Advocacy Service (ICA) can: • Help you draft a letter of complaint • Support you at meetings with NHS staff • Keep you informed about how the complaints process works • Tell you about other services that may be able to help
NHS HULL CLINICAL COMMISSIONING GROUP The large majority of GP surgeries in Hull have a Patient Participation Group, where patients can get involved in making suggestions to help develop plans that enhance the way that the practice functions. These Practice Participation Groups, also known as PPGs, can also feed ideas and suggestions through to the CCG for wider improvements to local health services. The CCG will inform the PPGs how these ideas have been used in helping to develop or improve existing services.
Get involved in creating a healthier Hull NHS Hull Clinical Commissioning Group (CCG) is led by a membership of 57 local GP practices. Our vision is to create a healthier Hull, and we work in close collaboration with our partners to improve health, reduce health inequality and secure excellent services for all the communities in Hull. The CCG is committed to involving people living in Hull in its decision-making, with patient and public engagement embedded into the commissioning process. There are many ways that patients and members of the public can get involved and help influence decisions.
Our Ambassadors provide vital public input into our decision making. Ambassadors are members of the public who have volunteered to get involved in supporting the CCG’s engagement and public involvement work and provide a mechanism for feeding information into the CCG and out to the local population. Ambassadors actively promote the membership scheme and recruit new members through attendance at a number of public events and work tirelessly within their local communities and other networks to signpost people into health related services and promote involvement in local consultations. They also work alongside CCG commissioning managers with respect to service redesign and planning for new services. They support the organisation in the delivery of the engagement work by helping to undertake surveys, support focus groups and other engagement events.
You can join our People’s Panel, a partnership between NHS Hull CCG and Hull City Council that helps us to seek views on a variety of topics that affect the health and wellbeing of the city. Members of the panel will receive four surveys a year and newsletters which will include updates on how your feedback from previous surveys has helped shape local services.
NHS Hull CCG currently has 29 registered Ambassadors but is actively seeking new recruits. No formal knowledge of the NHS is necessary, just a keen interest in health and promoting healthy lifestyles and a bit of spare time.
You can join the panel in one of the following ways:
We welcome feedback on your experience of local health services. You can contact the Patient Relations Service, which works on behalf of NHS Hull CCG, with concerns, complaints and compliments using the details below:
Call: 01482 300300 Text: ‘panel’ and your message to 07795 563000 Email: panel@hullcc.gov.uk You can attend one of our Listening Events. These are informal events where members of the NHS Hull CCG team share plans for the future and listen to your feedback and experiences as a patient. Details of forthcoming Listening Events will be promoted on the website www.hullccg.nhs.uk and sent to members of the people’s panel.
To find out more about becoming an Ambassador contact: Christine Ebeltoft on 01482 344869 or email Christine.ebeltoft@nhs.net
Patient Relations Service Health House Grange Park Lane Willerby HU10 6DT Tel: 01482 335409 Email: HULLCCG.PALS@nhs.net
You should only attend A&E for serious and life-threatening conditions that need immediate medical attention If you are injured or unwell there are a number of different NHS services you can access. If you are unsure if a service can treat your condition just call 111 and ask.
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. 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. 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. 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.
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. 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. 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.
CHOOSING A GP Choosing a GP can seem a daunting task, especially if you have just moved into an area and don't know anything about the local health services. But there are some easy ways to find the doctor to suit you. It's important to be registered with a doctor because you'll need them to refer you for specialist hospital and community treatment services. A surgery may refuse an application to join its list of patients if: You don't reside in the surgery area. It has formally closed its list of patients, eg when a practice has more patients than it can deal with or not enough doctors - this is less common than it used to be. If your application is refused, the surgery must write to you and give the reasons for this.
How do I find a surgery? Most surgeries operate a fairly strict catchment area system, and only those who live within the area may be able to register. This isn't to be awkward, but ensures a GP can visit a person at home in an emergency in reasonable time.
How do I register? This is straightforward and far easier than most people realise. Simply take your NHS medical card along to your chosen surgery. You will then be asked to sign a registration form. Not all NHS trusts issue medical cards. If you don't have one, the receptionist will give you form GMS1 to fill in. Once you've completed and returned the forms, your local NHS will transfer your medical records to your new surgery and write to you to confirm your registration as a patient with the surgery. Many surgeries ask a new patient to attend a ‘registration medical’ that checks your general health. What if I can’t get an appointment? If you can't get a doctor's appointment or have a non-urgent health problem or query, you can contact a nurse by ringing 111 at any time.
What if I have a complaint or concern about my GP or Practice? First raise it with the staff member concerned or the Practice Manager. It may just be an issue of poor communication. Ask at your practice for a copy of their Complaints process to follow. If you are not happy with how they respond to your concerns then you can write to NHS England and they will allocate someone to look into your complaint.
Write to
NHS England PO Box 16738, Redditch, B97 9PT. Tel: 0300 311 22 33 Email: england.contactus@nhs.net If you want to help improve services in your GP practice you can join a Patient Participation Group. Ask at the practice for details of how to join yours.
GP SURGERIES Surgery
Address
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. Many of the calls to out of hours health services are for emergency repeat prescriptions when people have run out of their medication - a situation that could be avoided with some forethought and planning. By thinking ahead for your regular medication you are helping our busy out of hour’s doctors and nurses. Pharmacy
Address
Telephone
PHARMACIES If you have the symptoms of a cough, cold, or think you’ve got the flu a pharmacist is the best place to go, as they can usually provide you the help and information you need on the spot. They can also offer help with healthy living issues, such as losing weight and giving up smoking. For opening times and NHS SERVICES available from your Pharmacy. Please scan the QR code with your smartphone or visit www.nhs.uk Pharmacy
Address
Telephone
DENTISTS
Dentist
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Telephone
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.
OPTICIANS & HEARING CENTRES Opticians
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Telephone
Hearing Centres
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Telephone
G
WV GSBE NOIHW eYe teSt!
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
J H E R L C N O S Z L E P H
A sight test will show if you need to: Get glasses for the first time • Change your current glasses
U L Y T H AB X G O 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:
S W M B W G C P T T
Diabetes • Macular Degeneration • Glaucoma
O H D C W N Y Z W A V Your Sight Test
It’s recommended that adults have their eyes every H N U O C I C R T W tested W D Q M two V Byears, F unless their ophthalmic practitioner advises them to have a sight test more often than that.
ADVICE ON FUNDING FOR HEALTHCARE There are several options for funding care and understanding them. Finding out 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.
Personal Health Budgets
The main sources of support are the NHS and your local Social Services Department.
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.
NHS Care The NHS is responsible for funding 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 be in someone’s own home or elsewhere in the community. 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.
NHS Continuing Healthcare If the person you 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.
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 pay for their nursing care. This is called a registered nursing care contribution (RNCC) .
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 to 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.
Aftercare People who were previously detained in hospital under certain sections of the Mental Health Act will have their aftercare services provided free.
Personal health budgets are being introduced by the NHS to help people manage their care in a way that suits them.
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. 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. 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.
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.
PERSONAL HEALTH BUDGETS Can I have a personal health budget as well as a personal budget for social care and support? 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? 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. A direct payment is one way of managing these budgets, where you get the cash to buy the agreed care and support you need.
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.
ADVICE ON FUNDING FOR SOCIAL CARE If someone isn’t eligible for free care from the NHS, their main source of support will be social services. In this case, there are rules that determine whether or not they have to make a financial contribution. These rules vary depending on whether the care is provided in a care home or in their own home.
Local Authority Community Care
Direct Payments
If you are assessed has needing community care services and qualify for social services funding they must offer you direct payments as an option. 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.
If you or the person you're looking after has difficulty with their personal care, they should consider getting support from social services by having a community care assessment of their needs.
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.
Your income (including any benefits) and capital will be taken into account when calculating whether you have to pay anything towards the care that you or they will receive.
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.
In some cases a person may have a mixed package of care, including some that is NHS-funded and some that is provided by social services, for which they may be charged.
Direct Payments can be made to:
Normally, an assessment is carried out before a service can be provided by the social services department of a local authority. However, if the services are needed urgently, the local authority can provide a service without carrying out the assessment.
• Disabled parents for children’s services
The local authority uses the community care assessment to decide whether a person needs a community care service and, if they do, whether it can be provided by the local authority.
Choosing Direct Payments
The assessment considers what types of services are needed by the person being assessed. A wide range of services could be needed, from aids and adaptations in the person's own home to care workers or residential care. Where there are disputes about the process of the assessment or the care plan, there are ways that decisions can be challenged. For more information on challenging decisions, speak to your local Healthwatch team. The local authority is obliged to carry out a community care assessment when they become aware that someone may be in need of community care services. This may mean that an assessment is offered even if you or the person you look after have not specifically requested one.
• Disabled people aged 16 or over (with short or long-term needs) • Carers aged 16 or over (including people with parental responsibility for a disabled child) • Elderly people who need community care services
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. 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. 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.
To contact your Local Authority Department for an assessment, to be re-assessed or for further information please call 01482 300300
INDEPENDENT LIVING Suggestions for making life easy: External Adaptations • Handrail at front or rear entrance of dwelling • Provision of whirly clothes line or path leading to clothes line • Widening of paths around the property • Defining steps for people with visual impairments • Outdoor lighting • Paved areas for wheelchairs
General Internal Adaptations Around one in five adults in the UK is disabled, and more than 1 million of those live alone. With the right support and facilities, leading an independent life with a physical or learning disability is now more achievable than ever. Aids and Adaptations If you or a member of your family has difficulty living in your home due to a long-term illness or disability, you may be able to get help by adapting your home to better meet your needs. You can apply to your local council for a disabled facilities grant. The grant helps you adapt your home to make it suitable for a disabled person. Depending on your income, you may need to pay towards the cost of the work to the property. You could get a grant from your council if you are disabled and need to make changes to your home, for example to: • Widen doors and install ramps • Improve access to rooms and facilities - eg stairlifts or a downstairs bathroom • Provide a heating system suitable for your needs • Adapt heating or lighting controls to make them easier to use
How can I find out more about the aids and adaptations that would help me? Contact your social services department on 01482 300300 about what difficulties you are having at home. They will send an occupational therapist to carry out an assessment and provide advice on which equipment or housing adaptation needs suit you best.
• • • • • • • • • • •
Additional stair rail Changing door knobs to lever handles Lowering of Yale locks Re-siting of electrical sockets at a convenient level Additional power points Provision of intercom & door unlock systems Provision of rocker light switches Adjustments to or additional lighting Relocation of clothes hanging rails Accessible window openings Provision of letter cages or delivery shelves in entrance hall
Kitchens and Bathrooms • Lowering or replacement of high wall hung cupboards • Additional storage space in kitchen • Lowering of cooker mains switch • Installation of extractor fan with accessible controls • Level access shower • Overbath shower • Provision of non-slip/tactile surface • Provision of storage space for wheelchair • Ramps • Special baths • Special toilets • Step in shower • Widening doors for wheelchair access
Major Adaptations • Bathroom extensions (ground floor showers & W.C’s) • Bedroom extensions • Hardstandings • Major internal rearrangements • Re-design or re-organisation of existing kitchen • Stairlifts • Vertical through floor lifts
ARE YOU A CARER? A carer is anybody who looks after a family member, partner or friend who needs help because of their illness, frailty or disability. All the care they give is unpaid and about one in ten of us is a carer. 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 and many people do not see themselves as carers. 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 to get: • • • • •
Assessments Direct payments Home care Housing adaptations Funding for short breaks or respite
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. 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! • Know your rights: It sounds simple, but knowing what you’re entitled to and what support is available can help a great deal. • 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. • Have 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 practically important for carers. This could be as simple as setting some me time aside for a relaxing bath or a night out.
There are an estimated 25,000 carers in Kingston upon Hull. If your a carer and you need someone to tak to help and support is available locally.
At the CISS we hold all kinds of information on other services, such as Hull Adult Social Services and NHS Hull, as well as on many charities and disability support groups across the city and region. We can offer guidance and advice on which benefits you may be entitled to and signpost to agencies who can help with application forms.At the centre, we have lots of leaflets on many subjects, and they are easily accessible for all. You can telephone us for help or advice, call in, write to us or email us and we will get back to you as quickly as possible. 30 King Edward Street, Hull HU1 3SS Tel: 01482 336298 Email chcp.carersinfo@nhs.net
Hull CVS Young Adult Carers’ Project The Hull CVS Young Adult Carers’ Project supports Carers aged 16-25 in Hull. We set-up and run support groups which brings other young adult carers’ together to support each other and have fun! Volunteer Mentors can also provide one-to-one support for carers. This can be practical support such as helping to complete forms, searching for work or volunteering, or just having someone to talk to. Mentors can help carers to search for other support networks in the local community. If you would like to come to one of our groups, or get some more information on the Young Adult Carers Project.
Please contact Sally on 01482 324474 or by email swiddowson@hullcs.co.uk
CARE IN YOUR OWN HOME If you are finding it difficult to manage at home you could consider using the services of a home care provider. Home care providers employ care assistants who can help you with bathing, washing and dressing. The staff who work for these agencies are trained in personal care and safety procedures, moving and handling, hygiene and infection control. If you require nursing care at home, many agencies employ registered nurses. A list of the care agencies registered with the Care Quality Commission (CQC), who are located in Kingston upon Hull can be found on the following pages.
Organising your own home care If you are thinking about arranging your own home care it is a good idea to ask any agencies you approach the following questions
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Are there different rates for weekends/evenings? Are there any extra charges i.e. for the carer's travelling expenses? What sort of services do you provide? If you provide me with a service, can I contact you out of office hours? If so, how? Are your carers trained? Are you registered with the Care Quality Commission? To check up-to-date information on the providers of homecare visit www.cqc.org.uk or scan the QR CODE with your Smartphone.
CARE IN YOUR OWN HOME
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CHOOSING BETWEEN RESIDENTIAL, 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.
Older people Care homes for older people may provide personal care or nursing care. A care home which is registered to provide personal care will offer support, ensuring that basic personal needs, such as meals, bathing, going to the toilet and medication, are taken care of. In some homes more able residents have greater independence and take care of many of their own needs.Some residents may need medical care and some care homes are registered to provide this. These are often referred to as nursing homes. Some homes specialise in certain types of disability, for example, dementia.
Adults aged 18-65 There are also residential care homes that provide care and support for younger adults with, for example, severe physical disabilities, learning disabilities, acquired brain injury, progressive neurological conditions or mental health problems. Care can be provided for adults with more than one condition and some homes have expertise in providing care for adults with alcohol or drug dependency.
These homes offer permanent residence or provide care for a temporary period until the adult is able to live independently or move to a different type of accommodation.
Choosing between residential care and independent living Social services normally encourage younger adults who they assess for support to be as independent as their circumstances allow. The care plan for adults with disabilities will consider what independent tasks they can carry out and how they can be helped to achieve more. Even if adults have very severe disabilities their needs are reviewed from time to time to check whether residential care or a very high level of support is still appropriate. Supported living may be an option for younger adults. This allows people to live independently in the community but with basic support. The support offered includes help with setting up a home and managing finances, and assistance with cleaning and shopping. For older people there are various alternatives to residential care. These include sheltered housing and extra care housing schemes, which offer independence with an increased level of care and support. For many people there is also the choice of living independently at home with community care support.
NURSING & INDEPENDENT LIVING 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. 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 What your choices are 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. 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 THE RIGHT CARE HOME All care homes vary in their quality, and it can be hard to know what qualities to look for when choosing a home.
A bad care home might do the following:
A good care home will probably do the following:
• Offers little opportunity to listen to residents, with most decisions made by staff
• Offer new residents and their families or carers a guide (in a variety of accessible formats) describing what they can expect while they’re living there. Ideally, residents of the home would have helped to produce the guide • Have a majority of staff who've worked there for a long time. They know the residents well, and are friendly, supportive and respectful • Involve residents, carers and their families in decision making, perhaps through regular meetings with staff • Support residents in doing things for themselves and maximising their independence, including keeping contact with the outside community • Offer a choice of tasty and nutritious food, which residents may have helped to prepare • Take into account the needs and wishes of all residents, and provide a variety of leisure and social activities
• Have a code of practice and a set of aims, but doesn’t make them a priority
• Have residents’ care plans that are out of date, and don’t reflect their needs accurately. This means that some residents aren't getting the support they need with their healthcare and personal care • Give residents little privacy. Staff often enter residents’ rooms without knocking, and they talk about residents within earshot of other people • Have staff who don’t make an effort to interact with residents, and leave them sitting in front of the TV all day • Be in a poorly maintained building, with rooms that all look the same and have little choice in furnishings • Need cleaning, with shared bathrooms that aren't cleaned regularly • Deny residents their independence, for example, by not allowing someone to feed themselves because it takes too long As a resident in a care home, you should expect:
• Be in a clean, bright and hygienic environment that's been adapted appropriately for residents, with single bedrooms available. A good environment encourages residents to personalise their room
• The right to be treated politely and with dignity
• Have staff who respect residents’ privacy and knock before they enter someone’s room
• The right to eat food that's prepared in line with your faith, and to worship when and where you want to
• Be staffed by well-trained people, for example, nurses trained in dementia care • Respect residents’ modesty and make sure that they look respectable, while recognising residents’ choice about what they wear • Be accredited under the Gold Standards Framework for end of life care
• 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 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 bed at night • The right to complain if you're unhappy with your care
RESIDENTIAL & NURSING CARE
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HELP & ADVICE Free, confidential, impartial and independent advice for Hull residents. If you require advice in Hull & East Riding, please phone 0300 3300 888. Alternatively, please visit www.adviceguide.co.uk for detailed online advice and further details of your local Bureau office. We offer advice on a range of issues including; debt, benefits, housing, employment, consumer, relationships and discrimination. Hull & East Riding Citizens Advice Bureau The First Floor, The Wilson Centre, Alfred Gelder Street, Hull HU1 2AG Tel: 01482 224608 Our team of dedicated staff and volunteers deliver important services to benefit the lives of older people and there families living across Hull. We offer Advice or information on: Housing, benefits, health, social issues, personal problems, and all other issues that may affect them or their family's lives. Bradbury House, Porter St, Kingston upon Hull HU1 2RH Contact your local office on: Tel: 01482 324644 www.ageuk.org.uk/hull We provide information, advice and emotional support to people with dementia, their carers and families throughout the Hull and East Riding area. We have a local telephone helpline for confidential and impartial advice relating to dementia and dementia care related services. We also provide one-to-one support, support groups, information courses and dementia cafes. Suite D, Annie Reed Court, Annie Reed Road, Beverley, East Riding of Yorks HU17 0LF Tel: 01482 211 255 • Email: hull&eastridingservice@alzheimers.org.uk Providing training and promoting workforce development, for those living and working with people with dementia across Hull. Dementia.academy@hullcc.gov.uk Tel: 07740 408824 • www.dementiaacademy.co.uk Helping people with a learning disability to speak up and make decisions about what is important to them. Lines are open 9am - 5pm Monday - Friday 0808 8081111 Mental Health Action Group offers a peer advocacy service to people in the Hull and East Riding area. We aim to ensure your needs and wants are listened to, taken seriously and are met whenever possible. Our peer advocates have all experienced having and/or using mental health or similar services. We are a user led, user run charity completely independent from NHS and statutory services. 33-34 Caroline Street, Hull, HU2 8DY Office: 01482 585244 • Peer Advocacy: 01482 320525 General E-mail: info@mhag-hull.org Advocate E-mail: peer.advocate@mhag-hull.org • www.mhag-hull.org
HELP & ADVICE Rethink - Hull and East Yorkshire Carers Service Working together to help everyone affected by severe mental illness to recover a better quality of life. Advocacy service for people who care for relatives or friends who have a diagnosis of severe mental illness. Suites 10 and 12, Argriculture House, Walkergate, Beverley, East Riding of Yorkshire, HU17 9EP • Tel: 01482 679 801 • www.rethink.org
Working with disabled children, young people and their families KIDS provide opportunities and support to disabled children, young people and their families. Our work helps the disabled children and young people to gain independence, social skills and self confidence KIDS Yorkshire & The Humber, 182 Chanterlands Avenue, Hull, HU5 4DJ Tel: 01482 467540 • Email: enquiries.yorkshire@kids.org.uk • www.kids.org.uk The mission of the MNDA is to improve care and support for people with MND, fund and promote research and campaign and raise awareness of the disease. The Hull & East Yorkshire MND Group provide a monthly support meeting held on the 3rd Tuesday of the month at the Octogan Centre in Hull. A staff member co-ordinates the volunteer ‘Association Visitor’ team and provides support with complex case work, education and developing local services. For further information please contact – Colin Pearson (Regional Care Development Adviser) on 07831 865329 or colin.pearson@mndassociation.org The Hull Churches Home from Hospital Service (HCHfH) is a local charity supporting the adult population of the city upon discharge from hospital. The Service is offered to those who do not meet the criteria of statutory services i.e. low to medium need and who have little to no local support network to assist through convalescence. Free Support is offered for 6 – 8 weeks. 82 Princes Ave, Kingston upon Hull, Hull HU5 3QJ Tel: 01482 447673 Meetings once a month at the Endsleigh Centre. The group provides support for people with arthritis and provides a venue for members to meet and take part in a range of organised activities from sing-alongs to flower arrangement and cookery demonstrations. Activities are based on whatever funds will allow or whoever will come and demonstrate for free. There are approximately 40 members attending each session from a total of 60 members ranging from 30 to 91 years old. The Endsleigh Centre, Beverley Road, HULL HU6 7LJ Tel: 01482 447889 • Email: jean3@jean3.karoo.co.uk • www.arthritiscare.org.uk The Warren Project is a free resource for young people aged 14-25 years. The city centre project includes: (BACP) Counselling Service, Advocacy & Information • Young people’s health project • Young parents project (inc. crèche) • Sexual health support service • Music & Arts provision (inc. Warren Records, community record label) • Cafe & recreational areas • Women only spaces • LGBT support sessions • Volunteer opportunities 47-49 Queens Dock Avenue, Hull, HU1 3DR • Tel: 01482 218115 www.thewarren.org • 9.45am – 5.45pm Monday – Friday (with additional evening and weekend sessions).
HELP & ADVICE Dove House Hospice is a charity providing excellent care and support for people in Hull and the East Riding with life-limiting illnesses. We are specialists in palliative care which is the total care of patients whose illness is no longer curable and for whom the goal must be quality of life. We have an In-Patient Unit, Day Therapy Unit and offer Respite and Social Care services. The patient and their family are at the centre of everything we do - the patient, not the illness, is the focus of our care. Dove House Hospice, Chamberlain Road, Hull HU8 8DH Tel: 01482 784343 • www.dovehouse.org.uk Hull and East Riding Breast Friends is a small registered charity and is run entirely by volunteers who themselves have been affected by breast cancer. HER Breast Friends actively promotes awareness of the available support and advice networks within our area, and we will always help where and in ways that we are able.The charity is recognised by the Hull and East Yorkshire Hospitals NHS Trust as having a positive contribution towards the recovery of patients. Unit D1 Chamberlain Business Centre, Chamberlain Road, Hull, North Humberside HU8 8HL Email: generalenquiries@herbreastfriends.org.uk Tel: 01482 221368 • www.herbreastfriends.org.uk Downright Special is a charity offering support on all aspects of the care and education of children with Down syndrome. We offer a range of services for children from birth and onwards throughout their school years: Bodmin Road Church Office, Padstow Close, Bodmin Road, Bransholme, Hull, HU7 4HE • Email: enquiries@downrightspecial.co.uk Tel: 01482 420160 HERIB is a UK registered charity which provides support for people with sight loss in Hull and the East Riding. We have more than 140 years of experience in providing specialist care and support in the community and we offer a wide range of services to meet the ever changing needs of local people with sight loss. Our services are delivered both in the community and at our Beverley Road Centre. Beech Holme Court, Beverley Road, Hull, North Humberside HU5 1NN For more detailed information on the services we provide: Tel: 01482 342297 • www.herib.co.uk Conifer sexual health services are provided by City Health Care Partnership CIC. They are based in the Wilberforce Centre, Story Street, Hull. Services include: • Family Planning (contraception) service including the combined pill, the patch, the ring, the mini pill, condoms, diaphragms and the long-acting reversible contraception methods (LARC) • Emergency contraception • Young People's Drop-in (third floor), offering free confidential sexual health information, emergency contraception, condoms, lubricants, pregnancy tests and chlamydia screening with no appointment • Teenage pregnancy support service – a free, confidential service for people under 20 who are pregnant or teenage parents For more information about all our sexual health services, go to www.luvhull.co.uk/conifer or phone 01482 336336
HELP & ADVICE Helping young people reach their full potential. The Maximum Life Youth Project seeks to improve the quality of life for young people by providing opportunity for social, physical, mental, emotional and spiritual development, and so empowering them to mature as responsible and caring members of the community. This service is aimed at young people aged between 10-19 years old, and offers a range of sessions and events at their base at Kingston Wesley Church on Holderness Road. Kingston Wesley Methodist Church, 882 Holderness Road, Hull HU9 3LP Tel: 01482 781333 • Email: maxlife@kingstonwesley.karoo.co.uk Refugee Council Resettlement Team The Resettlement Team offers an integration support package to resettled refugees for twelve months, which includes: Home visits and appointments, advice drop-in, briefings (e.g. police talk, domestic violence, benefits, volunteering), community development and support from volunteers. A key part of the work is ensuring at the end of the support, refugees are able to get on with life independently. We work closely with key services to assist refugees to access mainstream services. The team offers workshops and talks on refugee issues to other key services in Hull. Tel: 01482 421120 or www.refugeecouncil.org.uk ARKH is a Hull-based charitable organisation providing advice, support and training to asylum seekers and refugees. Advice on benefits, housing, debt and employment and we have developed extensive experience of delivering culturally sensitive information in the areas. On Wednesday we operate a Jobclub where clients can receive support in looking for employment. This includes supporting clients to carry out a job search, job applications, writing a c.v. and general employability skills. ARKH, 22-23 Albion Street, Hull HU1 3TG Tel: 01482 214178 Email: arkh_project@yahoo.co.uk • www.arkh-hull.com We support different ethnic communities to develop, grow and celebrate their diversity in addition to bring groups together. We do this by providing a voice and advocating on their behalf and by representing their interests in a range of influential or decision-making contexts, as well as running a variety of services and activities which brings and builds relationships between communities and service providers. Humber All Nations Alliance Community Enterprise Centre, Cottingham Road, Hull, HU5 2DH • Tel: 01482 491177 • www.hanaonline.co.uk Hull Together Women Project is a city-centre based women’s centre delivering a variety of support and courses within a confidential and safe environment. Our services are designed specifically to meet the needs of women who find it difficult to access mainstream services. 120-122 George Street, Hull HU1 3AA Tel: 01482 218 125 • www.togetherwomen.org
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