Healthwatch Hull Signposting Directory Issue 2

Your local spotlight on Health & Social Care services in Kingston upon Hull

Kingston upon Hull

Health & Social Care Signposting Directory Kingston upon Hull

Issue 2

CONTENTS Healthwatch Kingston upon Hull Getting Involved NHS - Know Your Rights Free NHS Health Check Understanding The Care Act - New Law April 2015 The People’s Panel - Local Decisions, Local People Patient Choice of GP Practices GP & GPs Surgeries in Kingston upon Hull Pharmacies in Kingston upon Hull Dentists in Kingston upon Hull Opticians & Hearing Centres in Kingston upon Hull Social Care & Independent Living Personal Health Budgets NHS Care Humbercare Achieving Independence Recognising Mental Health & Support Recognising Dementia Are You A Carer?

Care In Your Own Home in Kingston upon Hull Choosing Between Residential, Nursing & Independent Living Residential Care Costs Residential & Nursing Care in Kingston upon Hull Expressing Concerns & Complaints

1 2 3-4 5-6 7-8 9 10 11 - 12 13 - 14 15 - 16 17 - 18 19 - 22 23 24 25 26 27 - 28 29 - 30 31 - 32 33 - 34 35 - 36 37 - 38 39 - 40

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 April 2015.

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

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

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 voice to influence and challenge how health and social care services are provided locally. We do this by talking and listening to people from every part of the community and by holding services to account.

What does Healthwatch do?

Healthwatch can help you get the best out of health and care services by: • Providing information about local services to make sure you know how to access the help you need.

Everyone has the right to information about the healthcare services available to them.

• Helping you have your voice heard if you need to make a complaint about the care you, or someone close to you, received.

Healthwatch can help you make the best use of local services and care support.

• Listening to your views to hear what you think is working well and what isn’t.

Healthwatch can: • Explain your rights and what standards to expect from services.

• Help you find out about funding for health and social care.

• Help you to access services and find your way through care pathways – find the right service for you.

• Put you in touch with support groups and voluntary and community organisations.

• Tell you about your rights to complain if you are unhappy with a service.

• Working with people who commission and provide local services to ensure issues we raise are responded to and have an impact on how services are run.

What powers does Healthwatch have?

• To Enter and View health and social care services. Our trained Ambassadors can visit services to see and hear how services are provided.

• To request information about services, and to make reports and recommendations on how things could be run better.

• Pass on your reports of excellent services and care.

• To pass information, issues and concerns to regulators, and to escalate issues to Healthwatch England.

An informed patient is better placed to make decisions about their care and wellbeing, and manage changes in their health status.

Information gives people the power and confidence to become partners in their care.

It helps them to regain a sense of control over their lives and can reduce the fear and loneliness that the diagnosis of a lifethreatening or long-term condition can bring.

NHS Choices

• To be represented on key decision making bodies, including the Health and Wellbeing Board and the NHS Quality Surveillance Group.

Kingston upon Hull 1

GETTING INVOLVED Healthwatch Making A Difference Since April 2013 we have…

• Set up Healthwatch in the city, providing a range of ways for people to contact us.

• Run Enter and View visits at local care homes, GP practices and hospitals and produced reports on our findings.

• Given information and advice at our outreach sessions to over 1000 people.

• Been instrumental in planning and delivering events and activities including those for Hull’s successful Older People’s Week which has attracted over 3000 visitors.

Outreach Sessions

• Responded to over 500 enquirers by helping to resolve problems, including referring them for help from the NHS Complaints Advocacy Service.

Healthwatch holds outreach sessions across the community, giving you the opportunity to speak with us face-to-face.

• Created an extensive database of health and care services in Hull to enable us to signpost people to the right place.

• Find out about local health or care services.

Talk to Healthwatch…

• Have your say on local services.

Unhappy about the care you’ve had but unsure what to do about it?

• Get help with raising an issue or making a complaint.

Confused about complaints procedures?

Find out where your nearest outreach session will be by visiting our events page at www. healthwatchkingstonuponhull.co.uk or calling 01482 332999.

Need help navigating your way through the maze of services?

What could be done to improve services?

Contact Healthwatch Kingston upon Hull

Make your voice count.

Call: 01482 332999

Sign up to the Healthwatch mailing list at www.healthwatchkingstonuponhull.co.uk for our free newsletter.

Email: enquiries@healthwatchkingstonuponhull.co.uk Website: www.healthwatchkingstonuponhull.co.uk

Healthwatch Kingston upon Hull is a partner in Hull Dementia Academy Action Alliance. Contact us about free awareness training Understanding Dementia and Responding Positively, delivered by the Academy.

Follow us on Twitter: @HealthwatchHull Like us on Facebook: Healthwatch Kingston upon Hull Write to us: FREEPOST RSJL-TTUB-JKCG Healthwatch, Hull CVS, Hull HU3 1XL There are regular Healthwatch information and advice sessions at venues across Hull – visit our website or call us for details.

Call us free from the Healthwatch telephone kiosk in the Wilson Centre, Alfred Gelder Street, Hull.

Kingston upon Hull 2

NHS - KNOW YOUR RIGHTS!

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

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

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

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

We can: • Explain your rights and what standards to expect from services

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

• Help you find out about funding for health & social care • Help you to access services and find your way through care ‘pathways’ – find the right service for you • Put you in touch with Support Groups, Voluntary and Community Organisations

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

• We can register your concerns and provide information on making complaints • Pass on your reports of excellent services and care

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

• If you need advocacy we can refer you to the Independent Complaints Advocacy (ICA) You have the right to receive NHS services free of charge, apart from certain limited exceptions sanctioned by Parliament.

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

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

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

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

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

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

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NHS - KNOW YOUR RIGHTS!

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

You have the right to compensation where you have been harmed by negligent treatment.

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

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

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

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

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

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

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

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

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

Contact Us: Office telephone: 01482 332999

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

Write to us at: FREEPOST RSJL-TTUB-JKCG Healthwatch Hull CVS, Hull HU3 1XL

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

Email us at: enquiries@healthwatchkingstonuponhull.co.uk

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

Visit our website: www.healthwatchkingstonuponhull.co.uk

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

You have the right to take your complaint to the independent Parliamentary and Health Service Ombudsman or Local Government Ombudsman, if you are not satisfied with the way your complaint has been dealt with by the NHS. You have the right to make a claim for judicial review if you think you have been directly affected by an unlawful act or decision of an NHS body or local authority.

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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 Kingston upon Hull.

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

Why do I need an NHS Health Check?

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

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

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

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

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

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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?

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

But don’t these conditions run in the family?

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

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

I know what I’m doing wrong.

How can the doctor help me?

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

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

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

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

What happens after the check?

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

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

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

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

Will everyone have this check?

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

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

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

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

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

UNDERSTANDING THE CARE ACT - NEW LAW APRIL 2015

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

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

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

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

The main themes of the Care Act are

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

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

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

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

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

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

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

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

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UNDERSTANDING THE CARE ACT - NEW LAW APRIL 2015

How does the care act benefit carers?

The Rules

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

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

They must always think about your wellbeing.

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

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

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

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

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

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

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

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

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

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

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

The Care Act and young carers

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

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

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

To view The Care Act in further detail please visit:

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

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

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THE PEOPLE’S PANEL - LOCAL DECISIONS, LOCAL PEOPLE

Do you have an opinion about how things could be better or improved? Join the People’s Panel and tell us what you think.

Spread the word ...

When surveys are open, it really helps us to spread the word when people share links to the survey with family, friends and colleagues via e-mail and social media. We also appreciate it when organisations can include a mention of the survey in their newsletters, email-outs or on their web site or social media pages. In return we will happily share survey results and include articles or information about supportive organisations in our People’s Panel communications. We contact People’s Panel members around every 6 weeks through our newsletter

The People’s Panel consists of 9000 residents who share their views with NHS Hull CCG and Hull City Council four times a year through the People’s Panel Survey.

Why join?

Are you over 16 and living in Hull or the East Riding?

Do you want to tell us what you think about Hull and surrounding areas; about the way public money is spent; about crime and safety, about bins and recycling, about doctors, dentists, hospitals and local health services; in fact about all things local that affect you and yours? Then join the People’s Panel. 15 minutes 4 times a year – that’s it!

Every time you complete a survey, you could win a prize! Previous prizes have included £500 in high street shopping vouchers, a Premiership VIP match day experience for 2, free tickets to concerts and plays and free entry to the rugby. Panel members have also had tea with the Lord Mayor and tried exotic Indonesian musical instruments!

No meetings to come to – we send you a survey once every few months, straight to your house or to your inbox.

Joining the People’s Panel You can become a member of the People’s Panel online or by post. We always endeavour to make sure that we accommodate the needs of everyone, and will provide other formats for those with particular access needs

Your city, your say

We send a newsletter out once a quarter and contact People’s Panel members around every 6 weeks.

Panel members get involved in lots of ways:  short text and email polls

If you live in Hull or East Riding, have your say

 feedback by Facebook

No meetings, you just complete surveys

 exclusive events

Opportunity to win a free shopping voucher with each survey

 courses, workshops and conferences

The People’s Panel Team

It only takes 10 minutes to make a difference

Email: panel@hullcc.gov.uk Tel: 01482 300300 Text: panel to 07795 563000 Post: Freepost RSJC-KKBE-ABXZ, The People’s Panel, Hull City Council, PO Box 15, Hull, HU1 2AB Like us on facebook here www.facebook.com/hullpeoplespanel Follow us on Twitter @lookhullstalkin (send us your Hull Facts!)

Call: 01482 300 300 Text: ‘panel’ 07795 563 000 email: panel@hullcc.gov.uk 9

PATIENT CHOICE OF GP PRACTICES

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

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

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

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

This means that you are able to join practices in more convenient locations, such as a practice near your work. The idea is to provide you with greater choice and to improve the quality of GP services over time, as GPs providing a good service are naturally more popular. These new arrangements are voluntary for GP practices. If the practice has no capacity at the time or feels it is not clinically appropriate or practical for you to be registered so far away from home then they can still refuse registration. The practice should explain their reason to you in detail.

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

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

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

If you have a complaint or concern about your 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 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 10

GPs & GP SURGERIES

When to see a GP

When should I see a pharmacist?

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

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

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

GPs & GP Surgery

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

Address

Area

Data correct with NHS Choices - April 2015 11

Postcode

Telephone

GPs & GP SURGERIES

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

GPs & GP Surgery

Visit A&E for:

When to Call NHS 111

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

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

Address

Here, you’ll get over-thephone advice from a trained adviser, supported by clinical professionals. They can advise you on the best way to treat your medical problem Area

Data correct with NHS Choices - April 2015 12

Postcode

Telephone

PHARMACIES

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

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 hours doctors and nurses.

Pharmacy / Chemist

Address

Area

Data correct with NHS Choices - April 2015 13

Postcode

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 with the help and information you need on the spot. They can also offer help with healthy living issues such as losing weight or 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 / Chemist

Address

Area

Data correct with NHS Choices - April 2015 14

Postcode

Telephone

DENTISTS

NHS Dentistry - Know your rights!

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

If your dentist says you need a particular type of treatment, you should not be asked to pay for it privately.

Your dentist is not allowed to refuse you any treatment available on the NHS but then offer the same treatment privately. Also, any treatment provided on the NHS has to be of the same high quality as treatments provided privately. Depending on what you need to have done, you should only ever be asked to pay one charge for each complete course of treatment, even if you need to visit your dentist more than once to finish it. You will not be charged for individual items within the course of treatment.

Dentist

Address

Area

Data correct with NHS Choices - April 2015 15

Postcode

Telephone

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OPTICIANS AND HEARING CENTRES

Opticians

Address

Area

Postcode

Telephone

Hearing Centres

Address

Area

Postcode

Telephone

Data correct with NHS Choices - April 2015 17

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

Tell us your experiences

What your eye test will show

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

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

We’re listening

Diabetes, Macular Degeneration or Glaucoma

Your Sight Test

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

Together we can make a di erence

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SOCIAL CARE & INDEPENDENT LIVING

How do I get Social care?

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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SOCIAL CARE & INDEPENDENT LIVING

What social care support can I get?

Help in your home or in a care home

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

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

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

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

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

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

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

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

Adaptations to your home

Equipment

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

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

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

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SOCIAL CARE & INDEPENDENT LIVING

Residential care If living at home is no longer a realistic or practical option, you may want to consider residential care. There are many different types of ‘residential care’ – it may mean a permanent move into a care home for older people, or it could be a stay in a home for younger adults with disabilities, or a home for children. Residential care may be privately owned, or run by a charity or the local authority.

The main types of residential care are: • residential care homes • residential care homes with nursing care • extra care and sheltered housing • supported living • retirement villages Deciding on a long-term stay in residential care is a very significant decision financially, practically and emotionally. You will need to think about your own preferences and decide what services will meet your needs now, as well as being flexible enough to take account of your future care needs. It is not always an easy decision. Independent advice can be important in helping you make the right decision, taking into account all the important factors. Your local authority will be able to give you details of information services they commission locally.

Support for carers You’re a carer if you’re looking after a person who is disabled, has a long-term health condition or is elderly and frail. Carers can get help with their caring role, and by enabling the person they care for to get the support they need, they can make their own life easier. For example, it’s important that carers have time for themselves, and one of the best ways to arrange breaks from caring is to ensure that you have had a carer’s assessment. This will help identify how substantial and demanding your caring is and how much support you are likely to need. If you are looking after a child with a learning disability or similar, you should also consider the support that your child will need with their education.

Again, talk to your local authority to discuss the types of support you might be able to get.

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PERSONAL HEALTH BUDGETS

Personal Health Budgets

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

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

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

Do I have to have a personal health budget?

What is a Personal Health Budget?

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

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

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

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

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

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

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

independent living.

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

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

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

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

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

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

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

Who can have a personal health budget?

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

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NHS CARE

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 shortterm 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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HUMBERCARE ACHIEVING INDEPENDENCE

Current Opportunities Hull Supported Lodgings Service

Humbercare is an enabling organisation dedicated to providing quality and innovative services to adults and young people. It is Humbercares belief that all people should have the opportunity to realise their full potential, improve skills, optimise their life chances and become responsible members of our communities.

The service recruits and supports a network of supported lodgings providers to provide a safe and caring home environment to Young People across the Humber sub-region. The service allows young people to develop their own identity and realise their potential whilst equipping them with the necessary skills needed for independent living and adult life.

Supported Lodgings placements are available for Young People aged between 16 and 21.

Humbercare actively recruits Supported Lodgings Providers to provide placements for Young People referred into the service. For more information visit www.humbercare.org.uk Hull Volunteers - supporting current projects and service users within the Hull area. For further information contact the Hull office 01482 586633.

Mentoring Probation Clients - volunteering opportunities to mentor probation clients; to reduce the risk of re offending through offering support, guidance and practical help as they go through a difficult and challenging period of their life.

For further information contact the Hull office 01482 586633.

Humbercare works in partnership with many voluntary and not-for-profit organisations as well as the following local authorities: Kingston upon Hull, East Riding of Yorkshire, North Lincolnshire, North East Lincolnshire and other statutory agencies.

Our areas of focus include: rehabilitation and resettlement, mentoring, peer-mentoring and volunteer befriending services, advice, information and guidance, education, employment and training, housing related support, client involvement, supported lodgings services, positive use of time and integration into the wider community.

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RECOGNISING MENTAL HEALTH & SUPPORT

How your GP can help

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

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

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

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

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

Support and advice for people living with mental illness.

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

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

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

Confidential support for people experiencing feelings of distress or despair.

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

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

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

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

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

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

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

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

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

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

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RECOGNISING DEMENTIA

• the type of dementia that you have, or if it is not clear, what the plan to further investigate will entail. Sometimes, despite investigations, a diagnosis may not be clear, in which case the doctors will review you again after a period of time to reassess you • details about symptoms and how the illness might develop • treatments • care and support services in your area • support groups and voluntary organisations for people with dementia and their families and carers • advocacy services • where you can find financial and legal advice

Dementia, and the difficulties it causes, is one of the most feared health conditions. People with dementia and their families are sometimes reluctant to seek advice when concerned about memory or other problems. But there are many potential benefits to getting medical advice if you’re worried.

Being diagnosed early is important for many reasons. It helps you to get the right treatments and to find the best sources of support, as well as to make decisions about the future.

If you or someone you know is worried about becoming increasingly forgetful, particularly if they’re older than 65, you should talk to your doctor about the possibility of dementia. They may be able to reassure you that you don’t have dementia but, if you do, an early diagnosis can help you get the right treatment and support.

What causes dementia?

Dementia is caused by damage in the brain. The most common causes of dementia are called neurodegenerative diseases, and include Alzheimer's disease, frontotemporal dementia, and dementia with Lewy bodies. With these diseases, the brain cells degenerate and die more quickly than is part of the normal ageing process. This leads to a decline in a person's mental and, sometimes, physical abilities. The gradual changes and damage to brain cells are caused by a build-up of abnormal proteins in the brain.

What are the signs of dementia?

Dementia is not a single illness but a group of symptoms caused by damage to the brain.

You should look out for: • memory loss, such as remembering past events much more easily than recent ones

These abnormal proteins are different in each type of neurodegenerative dementia. In most cases, dementia is not inherited directly from family members. However, a small number of cases of Alzheimer's disease and frontotemporal dementia can run in families.

• problems thinking or reasoning, or finding it hard to follow conversations or TV programmes • feeling anxious, depressed or angry about memory loss, or feeling confused, even when in a familiar environment

Can dementia be prevented?

What to expect when you see your GP about dementia

There is no certain way to prevent all types of dementia.However, a healthy lifestyle can help lower your risk of developing dementia when you are older. It can also prevent cardiovascular diseases, such as strokes and heart attacks.

Your GP will ask about your symptoms and other aspects of your health, and will give you a physical examination. The doctor will organise some blood tests and ask about any medication you are taking, as these can sometimes cause symptoms similar to dementia.

To reduce your risk of developing dementia and other serious health conditions, it's recommended that you:

You will also be asked some questions or given some mental exercises to measure any problems with your memory or your ability to think clearly. If you are diagnosed with dementia, unless you decide otherwise, your doctor or a member of their team should explain to you and your family.

• eat a healthy diet • maintain a healthy weight • exercise regularly • don't drink too much alcohol • stop smoking (if you smoke) • make sure to keep your blood pressure at a healthy level

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ARE YOU A CARER?

Carers Direct helpline

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

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

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

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

Information

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

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

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

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

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

Help is out there, you only need to ask!

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

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

Local and specialist help

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

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

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

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

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

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CARE IN YOUR OWN HOME

Direct Payments If you are assessed as needing community care services and qualify for social services funding they must offer you direct payments as an option. If someone isn’t able to manage their own direct payments, it’s possible for another person to manage the direct payments on their behalf.

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

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.

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

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

Care Provider

Address

Area Postcode

Data correct with CQC - April 2015 31

Telephone

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CHOOSING BETWEEN RESIDENTIAL,

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.

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.

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.

Older people

Choice of accommodation

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.

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.

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.

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NURSING & INDEPENDENT LIVING

Choosing a care home

What your choices are

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.

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).

Respite and short term stays

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.

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.

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

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

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RESIDENTIAL CARE COSTS

Get personal advice on care funding

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

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

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

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

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

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

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

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

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

The capital limit for residential care is ÂŁ23,250.

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

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

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

Self-funders

www.ageuk.org.uk

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

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

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

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

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RESIDENTIAL & NURSING CARE

Residential Home

Address

Area

Data correct with CQC - April 2015 37

Postcode

Telephone

RESIDENTIAL & NURSING CARE

Residential Home

Nursing Home

Address

Address

Data correct with CQC - April 2015 38

Area

Postcode

Telephone

Area

Postcode

Telephone

EXPRESSING COMPLAINTS & CONCERNS

The right to complain or give feedback about an unsatisfactory service is a key consumer right.

Raising concerns

2. You can complain in writing, by letter or by email. This should be addressed to either the Complaints Manager or Patient Experience Team or possibly a Senior Partner or Practice Manager.

Public Health complaints would initially be made to the commissioned Provider or using the Local Authority Complaints Procedure which would then escalate to the Local Government Ombudsman.

If your concern is regarding something that can be resolved quickly, i.e. by the following day, you may wish to speak directly to the member of staff involved, their manager or speak with PALS (Patient Advice Liaison Service). If you are unhappy with the response you have the right to complain.

What happens next?

When should I complain?

Acknowledgement The NHS body or Public Health provider should contact you to acknowledge your complaint within three working days. They should let you know who will be investigating it, how long this should take and how they will be replying to you.

You should make your complaint as soon as possible. The NHS Complaints Regulations state a complaint must be made within 12 months of the incident happening, or within 12 months of you realising you have something to complain about.

This can be extended if there is a good reason for not making the complaint sooner and the complaint can still be investigated effectively and fairly.

Investigation The NHS organisation should now carry out an investigation into your concerns. At this stage they may speak with the staff members involved and look into your medical records.

Possible outcomes available by making a complaint Apology

Once the investigation is complete, the NHS body or service provider should send you a written response which includes:

Explanation Service Improvement

An explanation of how your complaint has been handled What conclusions have been reached What action, if needed, has been taken Information about Stage 2 of the complaints procedure

What cannot be pursued through the complaints process?

Compensation for clinical negligence Disciplinary action against an NHS Staff member Complaints about privately funded treatment

You may be able to attend a local resolution meeting to discuss your concerns in person.

Complaints about organisations which are not NHS funded.

Stage Two – The Parliamentary and Health Service Ombudsman (PHSO)

Stage One – Local Resolution Local resolution is the first stage of the NHS complaints process. Local resolution gives you the opportunity to explain what it is you are unhappy about and what you would like to happen and it gives the NHS organisation or Public Health provider the opportunity to investigate your concerns and where appropriate, use your experience to improve local services.

You have the right to take your complaint to the Ombudsman if you are not happy with the way your complaint has been dealt with. The Ombudsman is independent of the NHS and their primary function is to review the way your complaint has been handled. This is the second and final stage.

If you want to make a submission to their offices, you will need to complete their form ‘making a complaint’. You need to send this to them, with copies of all letters about your complaint.

How to make a complaint 1. You can complain verbally, either in person or over the telephone. The NHS Complaints regulations state that if a complaint is made verbally, the NHS organisation must make a written record of the complaint and provide you with a copy of this.

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EXPRESSING COMPLAINTS & CONCERNS

Advocacy Support

For complaints regarding Hull Royal Infirmary and Castle Hill Hospital:

If you would like information about making an NHS complaint or support from an advocate, you can access this free, independent, confidential service at any stage of your complaint. They can provide information, an information pack or one to one support with a qualified advocate.

Write to: Hull & East Yorkshire Hospitals NHS Trust, Anlaby Road, Hull. HU3 2JZ Telephone: PALS- 01482 623065 Complaints: 01482 675048/ 675542 Email: pals@hey.nhs.uk

Your local Independent NHS Complaints Advocacy Service (CAS) is provided by Cloverleaf Advocacy.

Telephone: 0300 012 0421 Email: helpwithnhscomplaintshull@cloverleafadvocacy.co.uk Post: Hull NHS Complaints Advocacy Service, Cloverleaf Advocacy, 1b Hesslewood Hall, Ferriby Road, Hessle. HU13 0LH

For complaints about the CCG (Clinical Commissioning Group) commissioning or funding decisions You can contact the Patient Relations Service which manages complaints, concerns and compliments on behalf of NHS Hull CCG for services they commission, including local community services and local hospital services.

Write to: Hull Clinical Commissioning Group-Patient Relations, Health House, Grange Park Lane, Willerby. HU106DT Telephone: 01482 335409 Email: HullCCG.Pals@nhs.net

Further help

If you are still not sure who to complain to or would like to talk this through with someone, you can contact Healthwatch Kingston upon Hull and we can go through your options with you.

Telephone: 01482 332999 Email: enquiries@ healthwatchkingstonuponhull.co.uk Post: FREEPOST RSJL-TTUB-JKCG, Healthwatch, Hull CVS, Hull. HU3 1XL Website: www.healthwatchkingstonuponhull.co.uk

For complaints about mental health services contact:Humber NHS Foundation Trust, Trust Headquarters, Willerby Hill, Beverley Road, Willerby. HU10 6ED Telephone: 01482 303930 Email: complaints@humber.nhs.uk

For complaints about community health services provided by the City Health Care Partnership You could speak to the team directly or raise your complaint with a Customer Care Advisor.

For complaints about NHS GP’s, dentists, pharmacies & opticians

Write to: City Health Care Partnership CIC, 5 Beacon Way, Hull. HU3 4AE Telephone: 01482 347627 Email: chcp.customercare@nhs.net Website: http://www.chcpcic.org.uk/

You can go directly to the provider e.g. the Practice Manager at your GP surgery or dentist, or you can complain to NHS England who commission these services.

Write to: NHS England, P O Box 16738, Redditch.

B97 9PT Telephone: 0300 311 2233 Email: england.contactus.nhs.net (writing “For the attention of the Complaints Manager” in the subject line) Website: http://www.england.nhs.uk/contact-us/ complaint/ You can raise the issue with the member of staff in the first instance or their manager. You could contact PALS (Patient Advice & Liaison Service) in the hospital or you can raise your complaint with the Trust.

If you need to contact the Parliamentary & Health Service Ombudsman for information or advice about a complaint, please call their information line in the first instance.

Write to: Parliamentary & Health Service Ombudsman, Millbank Tower, Millbank, London. SW1P 4QP Telephone: 0345 015 4033 Email: phso.enquiries@ombudsman.org.uk Website: www.ombudsman.org.uk

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