Healthwatch southend directory

Issue 1 Southend

Health and social care directory 2014 Covers services in Southend

Contents Contents About Healthwatch Southend

1-2

NHS Southend Clinical Commissioning Group

3-4

Advice on funding for healthcare

5

Personal health budgets

6

Free NHS health check

7-8

Advice on funding for social care

9-10

Healthy Living

Choosing a GP

11 12

GP surgeries

13-14

Pharmacies

15-18

Opticians and hearing centres

21-22

Dentists

19-20

Complementary & alternative medicine

23-24

Independent living

25-26

Care in your own home

29-30

Are you a carer?

27-28

Choosing between residential, nursing & independent living Residential & nursing care Help & advice

31-32

33-34 35-39

Appointment reminder

40

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

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

All signposting services are up to date as of August 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 interested in advertising in future editions please contact Healthcare Publications on 0333 444 0214

About Healthwatch Southend What is Healthwatch?

Healthwatch has been set up by the Government to make sure everyone has a say on health and social care services. A local Healthwatch now exists in every area of England and in Southend your local Healthwatch is delivered by Southend Association of Voluntary Services (SAVS).

“They listened and advised when I was at an 'all time low' and at last I felt like someone was helping me and putting themselves out to advise me.”

What is Healthwatch Southend?

We are an organisation that is independent of the NHS and councils. We help people of all ages who:

• need information about health or social care services • want to see services improve • need help to make a complaint or raise a concern about an NHS service or worker

Improving services

Most people who work in health and social care want to do a good job. But sometimes the ideas and opinions of the people who use services are not heard when decisions are made about how to improve them. We can get your voice heard.

Everything we do is free to people who live in the Southend on Sea area.

Information and advice

If you tell us what you think of a service you or someone you know has used, we will use your comments to influence the people who make the decisions.

It can be difficult to know where to turn when you need help from health or social care services. We can tell you:

You can tell us what you think of a health or social care service:

• What services are available • How you can get the help you need • What your rights and options are

• • • •

Our information and advice workers are trained by the Southend Citizens Advice Bureau (CAB) and are fully qualified.

Call us on 01702 220104

on the ‘speak out’ page of our website by email by telephone by letter

You don’t need to give us your name or contact details if you don’t want to.

The more comments we get, the more power we have to make a difference.

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About Healthwatch Southend Complaints about NHS services

To find out more

From simple advice on how to complain, to practical help and support throughout the complaints process, our fully qualified advocates can give you the help you need.

Call us on 01702 220104 or email info@healthwatchsouthend.co.uk

If you would like to know more about Healthwatch Southend, how we can help you or how you can get involved in the work we do, please contact us or visit our website.

If you want to make a complaint or raise a concern about an NHS service or worker, we can help. We call this ‘health complaints advocacy’.

Healthwatch Southend Prittlewell Chapel North Road Westcliff on Sea Essex SS0 7AF You can also follow us on Facebook and Twitter.

We can:

• provide you with a complaints advocacy self help pack to help you find your own way through the complaints process • explain how the NHS complaints procedure works • listen to your complaint and discuss your options with you • help you write letters relating to your complaint • attend relevant meetings with you • speak to other agencies on your behalf • help you obtain your medical records

“Very good service, over what I was expecting. I shared the number with all members of my team, promoting the service I got.”

NHS Southend CCG

We are independent and will only do what you want us to.

We will keep your personal details and information safe and secure, as required by the Data Protection Act.

“I was treated with much respect and understanding. I felt listened to, was given time to explain my issue, and allowed to express my distress which relieved my stress.”

What powers does Healthwatch Southend have?

Healthwatch Southend has a seat on Southend’s health and wellbeing board. This body oversees health and social care in Southend, and can influence how services are designed and delivered.

Healthwatch Southend has the right to go into health and social care premises to collect the views of patients and residents who are using the services.

We pass information, issues and concerns to the organisations which regulate health and social care and escalate recommendations to Healthwatch England and the Care Quality Commission (CQC).

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NHS Southend Clinical Commissioning Group NHS Southend Clinical Commissioning Group (Southend CCG) is the lead health service organisation in Southend.

Reference Group. We also have a number of networks which have opportunities for patient involvement, for instance, diabetes, MSK, and stroke. Please note that you need to either have these conditions, or be a parent or carer of someone who has these conditions, in order to be eligible to join.

We are a membership organisation of local GP practices and are responsible for deciding how more than £210 million of public resources should be spent on local health services.

When you have identified which group you would like to get involved with, please email us at southend.ccg@nhs.net stating your name, what you are interested in and why, and what you hope to both contribute and achieve. Alternatively, you can write to us at our head office: NHS Southend Clinical Commissioning Group, Suffolk House, Baxter Avenue, Southend-on-Sea, Essex SS2 6HZ

We operate as part of a wider health system to meet the health needs of more than 180,000 people living in Southend-on-Sea.

The Southend health system includes other organisations that are responsible for buying health and social care services such as Southend-on-Sea Borough Council and NHS England as well as the providers of health services such as GP practices, Southend University Hospital NHS Foundation Trust, and South Essex Partnership NHS Foundation Trust.

It also includes Healthwatch Southend and voluntary and community sector organisations that support health and wellbeing. Our health system vision is to ensure that everyone living in Southend-on-Sea has the best possible opportunity to live long, fulfilling, healthy lives. The Southend health system influences many factors that affect our communities' health and wellbeing, from housing, to education, to social care, to leisure opportunities, to health care. As members of Southend Health and Wellbeing Board (www.southend.gov.uk/healthandwellbeing), we are committed to working closely with our partners and with our communities to ensure that we improve health outcomes for people in Southend.

Supporters Scheme

If you want to have your say on the big decisions on health care in Southend and how the CCG spends its budget then join our Supporters Scheme.

As part of the Supporters Scheme you can be involved as little or as much as you like, from answering the occasional short survey to applying to become a member of our new Patient Public Engagement and Involvement Group – the choice is yours. All we ask is that you get involved!

When you join the Supporters Scheme, we’ll ask you a series of questions targeted at which areas of health care you are interested in. This means that we can match you with specific surveys about services that we know you would like to have your say on.

We can also help by providing you with surveys and questionnaires in the most convenient format for you, whether it’s paper or online, just let us know how you want us to contact you and we’ll make sure we do.

Southend CCG is overseen by a Governing Body made up of GPs, other clinicians, health service managers and lay people. Our Governing Body meets in public every two months – you can view meeting dates on our website www.southendccg.nhs.uk Please also visit our website to keep up to date with the latest local health news and find out how you can become involved with shaping and developing your local NHS.

To find out more, or to join the scheme simply contact: southend.ccg@nhs.net

Join the Southend Residents' Panel

Get Involved

NHS Southend CCG would like to ensure that you, our public, understand how you can get involved in your local health service. Your views are important to us as a CCG and we are waiting to hear from you. There are a variety of ways in which you can get involved. Firstly, you can join your own Practice’s Patient Group (PPG). If you are either a chair or a nominated representative of a PPG, you can then also seek to join the Commissioning

The Residents' Panel allows you to have a voice about what is happening in Southend. As a member of the Panel you will receive regular surveys from Southend-on-Sea Borough Council and our partner agencies. They will be asking for your views about local issues and feedback about proposals and ideas that they have. This is your chance to get your voice heard and to have an influence over decision making.

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Register via the Southend Borough Council website

If you’re feeling unwell, make sure you seek the right help and advice NHS 111

111 is the best number to call if you need non-life threatening health services fast but don’t know where to go. NHS 111 operates 24 hours a day, 7 days a week, 365 days a year.

Self-care

A range of common illnesses and injuries can be treated at home. Ensure your medicine cabinet is well stocked with: • • • • •

Paracetamol Anti-diarrhoeal medicine Rehydration mixture Indigestion remedy Plasters and a thermometer

Pharmacies

Your pharmacist can provide advice on common winter illnesses and the best medicines to treat them.

GP Surgeries

Your local GP can provide a range of services by appointment, including flu vaccinations, medical advice, examinations and prescriptions.

St Luke's Health Centre is available after your GP has closed until 8pm and all day (8am to 8pm) at weekends.

St Luke's Health Centre, Pantile Avenue, Southend-on-Sea, SS2 4BD Tel: 01702 611505

A&E

Accident and Emergency departments should only be used in a critical or life-threatening situation.

Your local A&E: Southend Hospital, Prittlewell Chase, Westcliff-on-Sea, Essex, SS0 0RY Tel: 999 (in an emergency) or 01702 435555 4

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

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

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 also 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 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.

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Personal health budgets Personal Health Budgets

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

Personal health budgets are being introduced by the NHS to help people manage their care in a way that suits them.

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.

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.

Do I have to have a personal health budget?

What is a Personal Health Budget?

A personal health budget is an amount of money to support your identified health and wellbeing needs, planned and agreed between you and your local NHS team. The aim is to give people with long-term conditions and disabilities greater choice and control over the healthcare and support they receive.

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?

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.

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.

Key points

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.

• 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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Contact the ‘Information and Advice Worker’ at Healthwatch Southend for further information on Personal Health Budgets 01702 220104

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 Warwickshire.

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

• 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

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

• We’ll take your blood pressure

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

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

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Advice on funding for social care Direct payments

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.

If you are assessed as 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.

Local authority community care

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.

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.

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: • Disabled people aged 16 or over (with short or long-term needs)

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

• 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 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.

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.

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.

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.

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.

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.

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.

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

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To contact your Local Authority Department for an assessment, to be re-assessed or for further information please call 01702 215008 - option 1

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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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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.

What if I have a complaint or concern about my GP or Practice?

To find services near you search on the NHS Choices website - www.nhs.uk or alternatively a patient can contact Healthwatch Southend for help..

A patient has a choice of either raising the concern to the Practice Manager within the Surgery or contacting NHS England.

How do I register?

To register with a GP you need to choose the surgery you want to register with and make sure that it covers your area. You can do this by searching online at: www.nhs.uk

It may just be an issue of poor communication, if this is the case you can ask at your practice for information about their complaints process.

You should contact the surgery you want to register with, and ask if they will take you on. If they agree, they will ask you to fill in a registration form. Some GP practices also want to see proof of your identity, like a passport, and proof of your address, like a utility bill.

Some GP practices may also ask for your NHS medical card or your NHS number. But you don't need either of these to register with a GP or get NHS treatment.

Alternatively you can contact NHS England either by post, telephone or email 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.

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.

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Contact Healthwatch Southend on 01702 220104 for advice on making a complaint (Health Complaint Advocactes)

GP surgeries Your local GP can provide a range of services by appointment, including flu vaccinations, medical advice, examinations and prescriptions.

St Luke's Health Centre is open every day 8am to 8pm, including bank holidays. The last walk-in patient is accepted at 7:30pm. The walk-in service offers treatment, information and advice for a range of minor illnesses and injuries. A patient simply comes along and waits their turn to be seen.

St Luke's Health Centre, Pantile Avenue, Southend-on-Sea, SS2 4BD • Tel: 01702 611505 Accident and Emergency departments should only be used in a critical or life-threatening situation.

Your local A&E: Southend Hospital, Prittlewell Chase, Westcliff-on-Sea, Essex, SS0 0RY Tel: 999 (in an emergency) or 01702 435555 Address

Surgery

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Telephone

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Pharmacies Around 70% of pharmacists work in the community in premises on local high streets all over the country. Community pharmacists prepare and dispense prescription and non-prescription medicines. They are also able to give you advice about how to use your medicines and highlight any possible side effects.

They offer advice on common problems such as coughs, colds, aches and pains, as well as healthy eating and stopping smoking. They can also help you decide whether you need to see a doctor.

Make sure you have repeat prescriptions

This means that your pharmacist may ask you a range of questions before handing over any medicines, especially if you ask for medicines that do not require a prescription.

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.

Questions your pharmacist may ask include:

• • • • • •

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.

Have you taken the medicine before?

Who is the medicine for?

What are the symptoms?

How long have you had these symptoms?

What action has already been taken?

Are you taking any other medication for this or any other reasons?

For opening times and NHS SERVICES available from your Pharmacy Please scan the QR code with your smartphone or visit www.nhs.uk

Find out what questions you should ask about your medicines

You can talk to your pharmacist in confidence, even about the most personal symptoms, and you don't need to make an appointment. It is possible to walk into any community pharmacy and ask to speak with the pharmacist. They may be able to spend some time with you or offer you an appointment for a consultation. All the discussions with your pharmacist can take place in person or by phone.

What if I have a complaint or concern about my Pharmacy or Pharmacist?

Any complaint to go through the NHS complaints procedure needs to be made either to the practice directly or to NHS England. Any other concerns about a pharmacist 'fitness to work' should be made via General Pharmaceutical Council.

Around 85% of pharmacies now have a private consultation area where patients can discuss issues with pharmacy staff without being overheard by other members of the public.

You can contact the General Pharmaceutical Council, either by email concerns@pharmacyregulation.org

or by post: Raising a concern General Pharmaceutical Council 129 Lambeth Road, London SE1 7BJ Tel: 020 3365 3603

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You can also contact Healthwatch Southend on 01702 220104 for help making a complaint (health complaint advocactes).

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Pharmacies Pharmacy / Chemist

Address

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Telephone

Pharmacies Pharmacy / Chemist

Address

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Telephone

Dentists OUT-OF-HOURS DENTAL CARE Dental practices are normally open during the daytime and sometimes at weekends. If you have a problem outside these hours, you may need to be seen urgently. If you’re in pain, you can first try helping yourself by taking painkillers. If you feel the problem can’t wait until normal practice hours, you can call NHS 111 for self care advice.

Dentist

Address

Contact the ‘Information and Advice Worker’ at Healthwatch Southend for further information on NHS Dentists 01702 220104

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Telephone

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Opticians & hearing centres

Opticians

Address

Address

Hearing Centres

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Telephone

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.

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Complementary & alternative medicine If you're thinking about whether or not to use a complementary or alternative medicine, the first step is to learn as much as possible about the treatment.

• Slipped discs • Leg pain and sciatica • Pain or problems with hip, knee, ankle and foot joints • Pain or problems with elbow, wrist and hand joints • Fibromyalgia

The availability of complementary and alternative treatments on the NHS is limited. Some, such as acupuncture, may be offered by the NHS.

Homeopathy

Homeopathy is used for an extremely wide range of health conditions. Among the most common conditions that people seek homeopathic treatment for are:

You should find out:

What is the evidence that this treatment is safe for you to take? For example, Ginseng has been associated with higher blood pressure and may be inappropriate if you already have raised blood pressure (hypertension).

• • • •

If you are using complementary or alternative medicine to treat a health condition - what is the evidence that the treatment works for your condition?

• • • •

Acupuncture

Osteopathy

There is no one health condition or set of conditions that acupuncture is meant to treat.

Instead, Acupuncturists use the treatment for an extremely wide range of health conditions.

Osteopathy is a way of detecting, treating and preventing health problems by moving, stretching and massaging a person’s muscles and joints.

Sometimes, patients combine acupuncture with conventional treatments that have been prescribed by a GP or Hospital Consultant. If you are being treated by an Acupuncturist for a health condition, it is advisable to discuss this with your GP.

Conditions commonly treated with osteopathy:

• • • • • • •

Acupuncture is often used to treat musculoskeletal conditions (of the bones and muscles) and pain conditions, including:

• • • • • •

Headache and migraine Chronic pain - including neck and back pain Joint pain Dental pain Post-operative pain Post-operative nausea and vomiting

Lower back pain Neck pain Shoulder pain Arthritis Problems with the pelvis, hips and legs Sports injuries Problems with posture caused by driving, work or pregnancy

Hypnotherapy

Hypnotherapy is a type of complementary therapy that uses hypnosis, an altered state of consciousness.

Chiropractic

When might it be helpful?

Chiropractic treatments are often used for musculoskeletal conditions (affecting the muscles, bones and joints).

• • • •

Conditions commonly treated by chiropractors could include: • Lower back pain • Neck pain • Shoulder pain and problems

Asthma Ear infections Hay fever Mental health conditions, such as depression, stress and anxiety Allergies, such as food allergies Dermatitis (an allergic skin condition) Arthritis High blood pressure

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Irritable bowel syndrome Losing weight and quitting smoking Skin conditions Anxiety, pregnancy and childbirth

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Independent living 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.

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

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.

How can I find out more about the aids and adaptations that would help me?

Contact your social services department on 01702 215008 - option 1 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.

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

• • • •

• • • •

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 Adjustments to or additional lighting Accessible window openings shelves in entrance hall

Major Adaptations

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• 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

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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.

If you support someone who is frail, has a longterm illness, mental health issues or a disability without getting paid for it then you are a carer.

Southend-on-Sea Borough Council offers the following free support for carers of Southend residents:

Are you a carer who requires a few hours break or need an occasional time out?

Are you caring for someone with a life limiting illness?

The Flexi Breaks and Prescribed Breaks schemes each offer up to 30 hours of sitting service per year. Each break must be at least 2 hours. For Flexi Breaks contact Carewatch on 01702 557 007 option 6 to arrange for someone to come and see you to discuss the scheme. If you have used 30 hours of Flexi Breaks then you can use the Prescribed Breaks; contact Carewatch at the number provided for more information.

Fair Havens' Hospice at Home (in partnership with SPDNS Nurse care CIC) provide planned respite care during the day and night to support patients, families and carers to keep their loved ones at home (if this is their wish). They support the carer to continue caring throughout this anxious and exhausting time. Referrals to our service can be made by any health or social care professionals, e.g. GP, district nurse, palliative care nurse and by yourself. Contact 01702 220 350 option 1.

You may need a regular weekly break or a week or two for a holiday?

Do you care for someone with a Mental Health difficulty?

If you provide a substantial amount of care on a regular basis for someone who lives in Southend on-Sea then you may be eligible for respite from Southend-on-Sea Borough Council. This can be accessed through a Carers' Assessment; please ring the Adult Social Care Access Team on 01702 215 008 to arrange this.

The Carers Breakthrough service supports carers of people experiencing mental health difficulties through counselling, listening support, advocacy, advice, relaxation / yoga classes, a book group and support groups. To find out more contact Trust Links on 01702 213 134.

If there is an emergency and you can't be there to support the person you care for?

Do you care for someone with Dementia?

The Alzheimer's Society provides one to one support to carers and family members of people with dementia. The service can be provided face to face at your home or a place of your choice, over the telephone and via email or written communication.

The Carers Emergency Respite Scheme contacts family and friends in an emergency. It will also provide up to 48 hours of free support at home for the person you care for (or up to 72 hours on a Bank Holiday). Please ring Ashley Care on 01702 348 142 to arrange this.

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Our Peer Support Groups offer the opportunity to talk about your experiences with others in a similar situation, and Dementia Cafes provide a relaxed social setting in which to have a cup of tea and a chat with Society staff on hand to offer informal advice and support. To find out more please call 01702 345 156.

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Care in your own home Care Provider

Address

Contact the ‘Information and Advice Worker’ at Healthwatch Southend for further help on care in your own home 01702 220104

To check up-to-date information on the providers of homecare visit www.cqc.org.uk or scan the QR CODE with your Smartphone.

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Telephone

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Choosing between residential, nursing & independent living Adults aged 18-65

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.

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.

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.

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.

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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

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Residential & nursing care Residential Homes

Address

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Telephone

Residential & nursing care Residential Homes

Address

Telephone

Nursing Homes

Address

Telephone

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Help & advice Family Mosaic

The Southend Access Point provides people with a single gateway to a range of supported housing schemes. These include schemes for young people, people with mental health issues and people with who are homeless or at risk.

We work in partnership with Southend on Sea Council to provide a single access point for a range of supporting people-funded services. We receive referrals for floating support as well as carrying out all floating support assessments and any crisis work required.

Contact: Lee Williams 13 Clarence Road, Southend on Sea, Essex, SS1 1AN Tel: 0800 288 8883 Email: southendaccesspoint@familymosaic.co.uk / lee.williams@familymosaic.co.uk Web: www.familymosaic.co.uk

Southend Mind

Southend Mind is affiliated to Mind, a leading mental health charity in England and Wales. We provide information and support, campaign to improve policy and attitudes and in partnership with other local Mind Associations, develop local services.

Southend and Chelmsford Mind, based at The Jubilee Centre in Southchurch Road, offers a single point of mental health related information, and acts as a comprehensive ‘one stop community resource’ working with a range of other organisations.

Contact: Aimee Hopgood, Administrator Jubilee Centre, 112a Southchurch Road, Southend on Sea, Essex SS1 2LX Tel: 01702 601123 Email: office@southendmind.org.uk Web: www.southendmind.org.uk

Together Advocacy

Independent mental capacity advocacy with deprivation of liberty advocacy and paid representative advocacy.

Southend Advocacy Service is a team of independent mental health advocates. It is part of Together for mental well-being, a national charity which works alongside people with mental health issues on their journey towards independent and fulfilling lives.

Contact: Jenny Laws Suite 2 Weston Chambers B, Weston Road, Southend on Sea SS1 1AU Tel: 01702 349191 Email: pc-southendadvocacy@together-uk.org Web: www.together-uk.org

Parent Partnership Service

Southend Parent Partnership Service is a free, confidential and impartial support service for parents/carers of children with special educational needs.

Contact: Julie Davis Civic Centre, Victoria Avenue, Southend on Sea, Essex, SS2 6ER Tel: 01702 215 658 Email: JulieDavis@southend.gov.uk • Web: www.southend.gov.uk 35

Help & advice BATIAS Independent Advocacy Service

'BATIAS supports adults with a learning disability and adults with a physical or sensory impairment within the Southend area.

Contact: BATIAS head office – office manager, Barbara Ward The Beehive Resource Centre, West Street, Grays, Essex RM17 6XP Tel: 01375 389869 Email: batias.grays@batias.com Web: www.batias.com

Southend Citizens' Advice Bureau (CAB) Legal and money advice.

Contact: Trish Carpenter 1 Church Road, Southend on Sea SS1 2AL Tel: 0844 477 0808 • Email: cab@southendcab.demon.co.uk Web: www.southendcab.org.uk

Royal British Legion

The Royal British Legion helps the whole armed forces community through welfare, companionship and representation as well as being the nation's custodian of Remembrance.

SHIELDS

Contact: Leigh Devine or Victoria Merrill 4 St John's Court, Moulsham Street, Chelmsford CM2 0JD Free Welfare Helpline: 0808 8028080 / Office: 01245 347123 Email: essex@britishlegion.org.uk / countysecretaryessex@britishlegion.org.uk Web: www.britishlegion.org.uk

Shields Parliament

Shields listens to the views of people with a learning disability in Southend, speaks up on their behalf and puts ideas into action in a way that it easy to understand.

We support an independent way of life by making information easy read knowing what's going on, doing surveys and having ideas for people who are not often heard. The letters 'SHIELDS' stands for Supporting, Helping, Informing Everyone with Learning Disabilities in Southend. We are a group of people who have learning disabilities. We speak up on behalf of other people with learning disabilities.

Tel: 07503 059 730 • Email: info@shieldsparliament.co.uk • Web: southend.gov.uk

CRUSE Bereavement Care - Essex

Cruse offers all bereaved people somewhere to turn when someone dies. Our counselling service includes providing support, advice and information to children, young people and adults when someone dies, and to enhance society’s care of bereaved people. Cruse Bereavement Care is here to support you after the death of someone close. Face-to-face and group support is delivered by trained bereavement support volunteers across the UK. We also offer information, publications, and support for children.

Drop-in Monday afternoons 1.30-4.30pm Clarence Road Baptist Church, 6 Clarence Road, Southend on Sea, Essex, SS1 1AN Tel: 0845 2669710 • Email: essex@cruse.org.uk • Web: www.cruse-essex.org.uk 36

Help & advice Southend Mencap

The Southend Mencap Advocacy Service is for all people with a learning disability, age 15+. We can help with a wide range of issues including benefits, day services/access to other service, accommodation, employment, choices such as holidays, conflict resolution with families, conflict resolution within the immediate community, understanding money/finance, sexuality and relationships, and more.

Contact: Marc McOwens 100 London Road, Southend on Sea, Essex SS1 1PG Tel: 01702 341250 Email: southendmencap.advocacy@hotmail.co.uk marc.mcowens@southendmencap.co.uk Web: www.southendmencap.org.uk

Fair Havens Family Support

Bereavement and other support. We are a team of Counsellors, Social Workers, Chaplains and trained volunteers who provide talking, listening and practical support to people who use Fair Havens Hospice, or who come into contact with our community services.

Contact: Catherine Wood, Inpatient Services 45-47 Alexandra Street, Southend on Sea SS1 1BW Tel: 01702 220321 Email: cwood@havenshospices.org.uk Web: www.havenshospices.org.uk

SEEAOP (South East Essex Advocacy for Older People) Providing a range of services to support older people.

Contact: Ann Davenport, Director Unit 2, 225-235 West Road, Westcliff on Sea, SS0 9DE Tel: 01702 340566 Email: Southeastessexadvocacy@btopenworld.com a.davenport@seeafop.org Web: www.seeafop.org

NYAS (National Youth Advocacy Service)

NYAS is a UK charity providing socio-legal services, offering information, advice advocacy and legal representation to children, young people and vulnerable adults through a network of dedicated paid worker and volunteers throughout England.

Contact: Helen Blatchley 29-31 Alexandra St, Southend-on-Sea SS1 1BW Tel: 0151 6498700 • Freephone: 0808 808 100 Email: info@nyas / help@nyas.net • Web: www.nyas.net

Southend Carers Forum

Southend Carers Forum offers a range of services to support adult, parent and young carers looking after friends, family, children or neighbours in Southend and the surrounding areas.

Contact: Helen Blatchley • 29-31 Alexandra St, Southend-on-Sea SS1 1BW Tel: 01702 393933 • Email: info@southendcarers.co.uk • Web: www.southendcarers.co.uk 37

Help & advice Alzheimers Society (Southend and District branch)

The leading UK care and research charity for people with dementia, their families and carers. Provides a network of support groups, information, peer support and dementia cafes. Alzheimer's Society is a membership organisation, which works to improve the quality of life of people affected by dementia. The Society provides support, and reliable and up to date information to help you with every aspect of living with dementia.

Contact: Janice Farrant Suite 5, Philpot House, Station Road, Rayleigh SS6 7HH Tel: 01268 778959 Email: janice.farrant@alzheimers.org.uk Web: www.alzheimers.org.uk/southend

HARP

HARP is the independent Southend based charity that reduces homelessness by providing emergency housing and long term solutions. This enables people to rebuild their lives and live independently in the community.

Contact: Neal McArdle, Day Centre Manager 117 York Road, Southend-on-Sea SS1 2DLH Tel: 01702 430696 Email: info@harpsouthend.org.uk / neale.mcardle@harpsouthend.org.uk Web: www.harpsouthend.co.uk

SAFE

Advice and support for families with children, and adults with Asperger syndrome.

Activities for various age groups. SAFE is a support group for individuals and families affected by Asperger syndrome (AS) and high functioning autism (HFA) in Essex.

Contact: Fern Potter Tel: 01702 473303 • Email: safe.essex@hotmail.com • Web: www.aspergers.org.uk

AskSal

You can call us for anything from straightforward information and advice about the abuse and the safety of the more vulnerable adults in Essex; to the disclosure of a specific concern about your own safety of somebody that you know. Should you wish to report maltreatment of an adult in Essex we will take your concern seriously and ensure that it is investigated appropriately.

If you are concerned about an adult in Essex, you can call AsKSAL, the safeguarding adults line. You can call for anything from straightforward information and advice about abuse, to the disclosure of a specific concern.

Tel: 08452 66 66 63 • Email: info@sosrc.org.uk • Web: www.asksal.org.uk

Southend Health and Wellbeing Information Point (SHIP) Email: serviceinfo@southend.gov.uk Web: www.southendinfopoint.org 38

Help & advice Rethink Recovery Point

A time limited recovery and self management service that will focus on helping you improve your mental health through community resources that promote social inclusion through improved access to mainstream services.

A time limited recovery and self management service that will focus on helping you improve your mental health through community resources that promote social inclusion through improved access to mainstream services.

Contact: Tina Gowerd, Manager 1b Queens Road, Southend on Sea SS1 1LT Tel: 01702 330267 Email: recoverypoint@rethink.org / tina.gowerd@rethink.org Web: www.rethink.org

SOS Rape Crisis

SOS Rape Crisis is an organisation dedicated to supporting women and girls who have survived sexual violence in our community. As a registered charity we are able to provide confidential support and advice to survivors of rape and sexual violence and supporters of survivors such as parents and partners.

Butterfly Place, 4 Nelson St, Southend on Sea SS1 1EF Tel: 01702 303232 Email: info@sosrc.org.uk Web: www.sosrc.org.uk

Safer Places (Domestic Abuse Support Service)

Sufferers of domestic abuse who either need accommodation or community support.

Contact: Kim Hartley Tel: 01279 836611 Email: kim.hartley@womensroom.org Web: www.saferplaces.co.uk

Terrence Higgins Trust (THT)

For people affected by HIV/AIDS: Community support, advocacy, specialist advice, welfare rights, support groups, grant applications, safer sex advice, information and resources. Training for groups and professionals.

Tel: 01206 798595 (Colchester office) or helpline: 0808 802 1221 Email: essex@tht.org.uk Web: www.tht.org.uk

Family Action

Family Action has been a leading provider of services to disadvantaged and socially isolated families since its foundation in 1869. We work with over 45,000 children and families a year by providing practical, emotional and financial support through over 100 services based in communities across England.

Contact: Jan Symmonds, Project Manager Tel: 01702 431109 07917 838572 Email: janet.symmonds@family-action.org.uk Web: www.family-action.org.uk 39

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Another quality publication by Healthcare Publications

If you require extra copies of this directory or interested in advertising in future editions please contact Healthcare Publications on 0333 444 0214 40

Southend

We want to know what you think of any health and social care service in Southend.

Tell us your experiences on the 'speak out' page of our website at:

www.healthwatchsouthend.co.uk by phone on 01702 220104 by email info@healthwatchsouthend.co.uk