Healthwatch Leicestershire ( West CCG )

Covers services within the areas:

Leicestershire

Charnwood Hinkley & Bosworth Coalville

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CONTENTS Healthwatch Leicestershire

1

How We Can Make a Difference

2

Get Involved

3

Your Voice Counts

4

What Health Care can I get from the NHS Expressing Complaints & Concerns

5-8 9 - 10

GPs & GP Surgeries in West Leicestershire

11 - 12

Pharmacies in West Leicestershire

13 - 14

Dentists in West Leicestershire

15 - 16

Opticians in West Leicestershire

17 - 18

Your Right to Social Care & Support

19 - 20

What is Social Care?

21 - 22

Support for Carers

23

Safety Advice to Help Independent Living

25

Living with Disability

26

Recognising Mental Health & Support

27 - 28

Creating Dementia Friendly Communities

29 - 30

Domiciliary Residential & Nursing Homes

31

Care in Your Own Home

33

Choosing the Right Care Home

35 - 36

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

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 Leicestershire nor Healthcare Publications can be held responsible for any errors or omissions.

All signposting services are up to date as of April 2016.

This Directory contains advertising from businesses who are offered the opportunity to reach potential customers through inclusion. However, any information provided by a company or organisation does not carry endorsement or approval of any product or service by Healthwatch Leicestershire or Healthcare Publications.

Healthcare Publications Signposting Health & Social Care in Partnership with your Local Healthwatch

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 LEICESTERSHIRE

Helping you get the best out of your local health and social care services Healthwatch Leicestershire is the County’s patient and public champion for health and social care services, which include: • GPs and practices • Mental health services • Hospitals • Social care • Community health services • Carers services • Children and young people services

Join Us Healthwatch Leicestershire members have a stronger voice to influence and challenge how health and social care services are provided locally.

Join us today and be kept up to date with the latest health and social care news, events and consultations.

Our aim is to listen to the local community, consumers and stakeholders, and use what we hear to challenge and scrutinise existing services.

Sign up online: www.healthwatchleicestershire.co.uk/sign-up

We’re here to work on your behalf, to ensure your views and experiences are heard by those who run, plan and regulate local health and social care services.

Or complete the membership form and FREEPOST back to us. No Stamp needed.

FREEPOST LE 5328, Healthwatch Leicestershire, Voluntary Action LeicesterShire, PO BOX 30, Leicester LE1 7ZX

We consult with patients and the public, ask questions and provide information, through our website, over the phone, by post or at one of the many community events we attend.

MEMBERSHIP FORM Name: .............................................................

Healthwatch Leicestershire

Organisation (if applicable):...................................

Voluntary Action Leicestershire 9 Newarke Street, Leicester LE1 5SN

.....................................................................

Tel: 0116 2574 999

Telephone: .......................................................

Email: info@healthwatchleics.co.uk

Address: ..........................................................

Email: .............................................................

Follow us on Twitter: @HWLeicShire

.....................................................................

www.healthwatchleicestershire.co.uk

Postcode: .........................................................

I would like to receive regular news from Healthwatch Leicestershire*

By email

By post

* We will never share your personal details with third parties

1

HOW WE MAKE A DIFFERENCE

Our report on Leicester Royal Infirmary The Leicester Royal Infirmary (LRI) is one of the largest hospitals for residents of Leicestershire, so in January 2015, we spent four days there listening to 262 patients and talking to staff. We wanted to find out what changes they would make to improve the experience of using services. We found that the main areas of concern were waiting times, the availability of information and communication with patients. We shared our findings with the Hospital and are now working together to help implement the report’s recommendations.

Healthwatch Leicestershire Quick Polls Throughout the year we run short surveys called ‘Quick Polls’ that ask direct questions about health and care services. The polls give local people the opportunity to tell us their opinions and experiences anonymously and swiftly.

Highlights from the past year of Healthwatch Leicestershire

Our first Quick Poll launched last year focused on GP services. The results showed us that satisfaction with GP services is generally high, but it also highlighted problems with waiting times for appointments, levels of concern from GPs in patients’ ailments and consistency in the care received from one appointment to another.

Last year we spoke to 5621 people across Leicestershire at over 200 different events and activities. We signed up almost 1000 new members to bring our total membership to 2415.

We currently have active volunteers helping us reach our goals through our Enter & View programme, as representatives and Community Champions. Their time, effort and enthusiasm contribute to making a difference and influencing change.

Our findings were featured widely in the press and have been presented in several meetings with commissioners and providers of primary care services.

We run a new Quick Poll every four months, on everything from Urgent Care to Pharmacies and Ambulance Services to Dentists. So if you have any comments or views you’d like to share, head to our website now and make your voice heard.

We have enhanced our signposting service by organising drop-in sessions for the public throughout the county. Our Information and Signposting Service has received 454 enquiries this year.

www.healthwatchleicestershire.co.uk

During the year, we ran two ‘My Voice Counts’ tours, the first during the summer months followed by a winter tour. We spoke to over 900 people. The tours aimed to raise awareness of Healthwatch Leicestershire and gather the experiences of local people.

2

GET INVOLVED

We do this by: • Listening to the local population, consumers and stakeholders • Providing signposting and information

Our Team welcoming a visit from The Department of Health, October 2015

• Gathering intelligence • Influencing key stakeholders to inform commissioning and service delivery

How we make a difference

• Challenging and scrutinising existing service provision

Healthwatch Leicestershire has the statutory power of Enter & View visits to health and care premises to find out how they are being run and make recommendations where there are areas for improvements.

How Healthwatch Leicestershire is run We have a board consisting of 11 members who represent the diverse communities of the county.

The board helps to determine our strategic direction and ensure engagement with all segments of the local population, in order to provide a representative voice for as many residents and health and social care service users as possible.

Visits take place in a wide range of care settings including hospitals, GP Practices, care homes, nursing homes, residential units and day centres.

Our Enter & View ‘Authorised Representatives’ are a small team of trained volunteers, who conduct the visits and report back on what they have observed.

It drives and oversees our work and ensures accountability to the public and stakeholders. It meets quarterly and there is a standing item at each meeting for questions from members of the public. You can submit a question to be asked at one of our board meetings, through the website, by phone, email or post, or social media.

Enter & View visits are usually ‘announced visits’. This means the visit is arranged by both Healthwatch Leicestershire and the service provider.

Enter & View visits can happen if people tell us there is a problem with a service. Equally, they can occur when services have a good reputation so that we can learn about and share examples of what they do well from the perspective of people who experience the service first hand.

Healthwatch Leicestershire Voluntary Action Leicestershire 9 Newarke Street, Leicester LE1 5SN Tel: 0116 2574 999

To date we have observed and reported on services being delivered in care homes, GP practices, community hospitals and ambulance services.

Email: info@healthwatchleics.co.uk Follow us on Twitter: @HWLeicShire

You can read all our Enter & View reports on our website: www.healthwatchleicestershire.co.uk/enter-view

www.healthwatchleicestershire.co.uk

3

YOUR VOICE COUNTS

Do you have a question for health and social care Chief Executives?

Healthwatch Leicestershire is giving you the opportunity to submit a question to health and social care Chief Executives.

Your question could be about: • Services at Leicester Royal Infirmary, Glenfield Hospital or Leicester General Hospital • Mental health services • Emergency ambulance services • Social services received from Leicestershire County Council • Any other health service received at home or in the community

How and why Healthwatch Leicestershire select specific health and care work

We will then get a response to your question from the people who make decisions about local health and care services.

Listening to local people helps Healthwatch Leicestershire make decisions on what areas of health and social care to focus on.

You can read all past questions and answers sessions with Chief Executives on our website www.healthwatchleicestershire.co.uk

During January 2016 we ran a public consultation to find out what matters most to Leicestershire residents.

The insights we gained from this, along with information we receive all year round from local people, has helped us to decide on the following areas, with the aim of improving these services for the better.

We are seeking your views and experiences of: GPs What is your experience of making appointments, ongoing care plan, out of hours and Urgent care?

Healthwatch Leicestershire

Hospitals

Voluntary Action Leicestershire 9 Newarke Street, Leicester LE1 5SN

What is your experience of waiting times, treatment and discharge?

Community Care

Tel: 0116 2574 999

What is your experience of receiving care services at home or in your local community?

Email: info@healthwatchleics.co.uk

You can get in touch with us via our website, email, over the phone or by post.

Follow us on Twitter: @HWLeicShire www.healthwatchleicestershire.co.uk

4

WHAT HEALTH CARE CAN I GET FROM THE NHS?

Alternative Medicine

Dentists

Some forms of alternative medicine (also known as complementary medicine) are available through the NHS from certain GPs and hospitals.

Therapies which may be available through the NHS are acupuncture, osteopathy, homeopathy and chiropractic

You have to pay for NHS dental treatment, although some groups of people may get free treatment.

District Nurses District nurses are nurses employed by the NHS to provide nursing care for patients who are living at home. For example, they can change dressings or give injections.

They are based at GP surgeries and health centres and can also be contacted through local community nursing offices.

Ambulances Ambulances provide both emergency and routine transport for NHS patients. Emergency ambulances can be contacted through the emergency telephone service (999). Ambulances for routine journeys can be arranged through GPs or hospitals.

General Practitioners (GPs)

Breast Cancer screening

Everyone is entitled to be registered with a GP

Breast cancer screening is available on the NHS at three-yearly intervals if you are a woman aged between 50 and 70. If you are a woman aged over 70, you can be screened on request. Contact your GP for more information. For more information about NHS breast cancer screening, visit the NHS Choices website at www.nhs.uk

Health Services in Prison Prisoners should have access to the same range and quality of health services, including mental health services, as the general public receives from the NHS.

Hospices

Cervical screening

NHS terminal care may be given in hospital or at home. There are also a number of NHS hospices providing care for patients as well as hospices run by voluntary organisations. For information about how to find a hospice, visit the website of Help the Hospices at www.helpthehospices.org.uk.

Cervical screening is available on the NHS every three to five years if you are a woman aged between 25 and 64. If you are a woman over 64, you can be screened on request. Contact your GP for more information

Hospitals

Contraception Contraceptive advice and supplies are available free on the NHS through GPs and family planning clinics. You can get emergency contraception, for example, the morning-after pill, from your GP, family planning clinics, most NHS walk-in centres and some pharmacies.

Most NHS hospital admissions and appointments take place through referrals by GPs. You can go to the Accident and Emergency department without a referral. You can also go to a special clinic for the treatment of sexually transmitted diseases without a referral.

Chiropodists

Travel to hospital for treatment You may be able to get essential travel costs paid to and from hospital for NHS treatment, for example, if you are on a low income or receiving benefits

Chiropody may be available on the NHS free of charge, although this depends on your local Clinical Commissioning Group (CCG). Each case is assessed on an individual basis and whether you get free treatment depends on how serious your condition is and your risk factor. If your health or mobility is not affected, you are considered to be ‘low-risk’ and you may not get NHS chiropody.

If you have diabetes, you are treated as a high priority case. You must normally be referred to a chiropodist by a GP or clinic. If you do not qualify for NHS treatment, you will need to arrange private treatment.

Infertility Treatment If you need infertility treatment, and your GP refers you to a specialist for further tests, the NHS will pay for this. You have the right to be referred to a NHS clinic for a first investigation. However, infertility treatment is not widely available on the NHS and there can be long waiting lists.

The treatment available also depends where you live and what the problem is.

Your GP will tell if you are eligible for NHS treatment.

Counselling Services Some GP practices provide free counselling services on the NHS. Contact your GP for more information.

5

WHAT HEALTH CARE CAN I GET FROM THE NHS?

Maternity Services

Older People’s Services

If you are pregnant, there are a number of different services available to you. These include:

You can get a number of NHS services if you are an older person. For example, GPs should offer annual health checks to patients aged 75 and over.

• Midwives - Your midwife might be based either in a hospital or in a local health centre or clinic.

Midwives are responsible for the care of all normal pregnancies and labours. You do not need to be referred to a midwife by your GP.

Optical Services Most of us have to pay for eye tests, glasses and contact lenses. But some people can get free eye tests and vouchers towards the cost of glasses or contact lenses. This includes:-

• A GP - Not all GPs provide ante-natal care and arrange for delivery. If your GP does not provide this service, you might want to register with another GP for your maternity care

• all children under 16 • some young people under 19 • people aged 60 or over

• An Obstetrician based in a hospital - An obstetrician is a doctor specialising in caring for women and children during pregnancy, birth and post-natal. Usually, an obstetrician will only get involved if there are complications. But you can ask to see an obstetrician even if your midwife or GP is providing all your care.

• people with certain eye conditions • people entitled to certain benefits • anyone else on a low income.

If you are pregnant, you get free prescriptions and dental treatment from the time when the pregnancy is confirmed until one year after the birth.

Mental Health

SARAH MARTIN

Mental health services are free on the NHS, but you will usually need a referral from your GP to access them. There are some mental health services that will allow people to refer themselves for help. This commonly includes services for drug and alcohol problems, as well as some psychological therapy services.

Opticians Ltd Stoney Stanton's Independent Optical Practice Our eye tests don’t just check to see if you need glasses, it is also a vital check on the health of your eyes

NHS-funded nursing care NHS-funded nursing care is care provided by a registered nurse for people who live in a care home. The NHS will pay a flat rate contribution directly to the care home towards the cost of this registered nursing care.

• Complete family eyecare • NHS & Private eye examinations • Specialist coloured overlays & colorimetry practice • Reading difficulties investigations • Precision tinted lenses • Appointments not always necessary • Wide range of frames in stock • Contact lenses including coloured.

Who is eligible for NHS-funded nursing care?

You may be eligible for NHS-funded nursing care if: • you are not eligible for NHS continuing healthcare but have been assessed as needing care from a registered nurse • you live in a care home registered to provide nursing care

To book an eye test please call:

01455 273020

17 Long Street | Stoney Stanton | LE9 4DQ 6

New M TechnolPod to mon ogy ito Macula r Health

WHAT HEALTH CARE CAN I GET FROM THE NHS?

Doctors, dentists and some nurses can prescribe a range of drugs and appliances on the NHS. They can normally only prescribe a limited quantity of a drug at any time (usually one month’s supply).

For a full list of people who can get help with prescription charges, see the Department of Health leaflet HC11 Help with health costs at: www.nhsba.nhs.uk

Pharmacists Pharmacists (also known as chemists) are responsible for dispensing medicines. They can also provide free information and advice about many common medical problems.

In England, you are entitled to get prescriptions free of charge if you: • are on Income Support, income-based Jobseeker’s Allowance, income-related Employment and Support Allowance or the guarantee credit part of Pension Credit. Your partner and children will also be entitled to free prescriptions if they are included in your benefit award. If you are getting Working Tax Credit and/or Child Tax Credit, you may be entitled to free prescriptions, depending on your income

Physiotherapy

• are 60 or over (you must show proof of age to the pharmacist)

Health checks on school children are carried out by the school nurse. These tests include tests on hearing, sight and growth. Parents have the right to be present at these checks. School nurses also provide health education and general advice on managing health problems in school

Physiotherapy is physical treatment that helps you regain use of your body after an injury or disease. It is also used to slow the progression of long-term conditions. It is available through the NHS to patients referred for treatment by GPs or hospitals.

School Health

• have a listed medical condition and have a valid medical exemption certificate. Ask your GP if you think this might apply to you • are having treatment for cancer, the effects of cancer or the effects of cancer treatment and you have a valid medical exemption certificate. You get free prescriptions for all NHS medication, not just the cancer medication

Sexual and reproductive health clinics There are a number of clinics that provide specialist sexual health and reproductive health services. At these clinics you can get services like: • family planning • termination • well woman advice and information • services for young people.

If you want to use these services, you can go directly to the clinic. You do not have to go to your GP to access sexual or reproductive health clinics.

The clinics are usually based in hospitals.

You can find your nearest sexual health clinic online from NHS Choices at: www.nhs.uk

• you are on prescribed medication to prevent a pandemic disease, for example, pandemic influenza • have a continuing physical disability which means you cannot go out without help from another person and have a valid medical exemption certificate • are under 16. You must show proof to the pharmacist • are still in full-time education. You must show proof to the pharmacist

Substance Misuse

• get a war or service disablement pension, need prescriptions for your disability and hold an exemption certificate

Some people can use substances such as alcohol or drugs on a regular basis without any problems.

Other people experience damaging psychological and physical effects as their habit turns into an addiction. There are many different organisations that provide treatment, support and advice for people with addictions. You could choose to consult your GP first, but help is also available from community addiction centres where you can drop in without an appointment. Treatment and support is provided from a range of different people, including specialist nurses, counsellors and psychiatrists

• are a prisoner • are pregnant, or have had a baby in the last twelve months and have a valid exemption certificate. This includes if you have had a miscarriage after the 24th week of pregnancy, or your baby was stillborn • have got a community care order and you are expected to take medication for the treatment of your mental disorder.

7

WHAT HEALTH CARE CAN I GET FROM THE NHS?

Terminal Care

Weight Loss Surgery

Terminal care (sometimes called palliative care) is the treatment of symptoms where cure is no longer considered an option, in other words, when someone is dying. Terminal care concentrates on:• controlling pain and other symptoms • improving the quality of life for the patient and their family • meeting the patient’s social, emotional and spiritual needs.

Weight loss surgery, also called bariatric surgery, is used to treat people who are dangerously obese.

This type of surgery is only available on the NHS to treat people with potentially life-threatening obesity when other treatments, such as lifestyle changes, haven’t worked.

Further Information NHS Choices provides a comprehensive online resource for health information and services for patients.

Vaccinations Vaccinations (also called immunisation) protect you against different infectious diseases.

The website for the service is at www.nhs.uk.

The NHS provides vaccinations for children and some adults.

Information is available on this website in a range of community languages and different formats, for example, in audio format.

A charge may be made for vaccinations needed for overseas travel. If you’re planning to travel outside the UK, you may need to be vaccinated against some of the serious diseases found in other parts of the world.

Or you can contact your local Healthwatch for information about your health services.

Leicester Sexual Health Free, confidential services for those in Leicester, Leicestershire and Rutland providing all your sexual health needs including: STI testing including HIV tests

Local clinics available across Leicester, Leicestershire & Rutland Open 6 days a week offering queue and wait* or booked appointments.

A full range of contraception including IUD/ IUS and implants

For more information please visit:

Management of complex contraception, including missing threads and other IUD/IUS/ Implant problems

0300 124 0102 or 0800 318 908

Emergency contraception Pregnancy testing and onward referral Psychosexual services Post Exposure HIV Prophylaxis – PEP/PEPSE Free condoms and lubricants * Please be aware queue and wait clinics can be extremely busy. Be prepared to wait up to 2 hours to be seen, emergencies will always be given priority - so you may not always be seen in the order in which you arrived.

8

EXPRESSING COMPLAINTS & CONCERNS

Stage Two: If you are still not happy, you can raise the complaint with the Parliamentary and Health Service Ombudsman.

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

When should I complain?

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

You should make your complaint as soon as possible. The NHS complaints procedure states that you should make your complaint within 12 months of either the event you are complaining about or as soon as the matter came to your attention.

This time limit can be extended as long as the complaint can still be satisfactorily investigated so don’t let this prevent you from contacting NHS England about your complaint.

The PHSO undertakes independent investigations into complaints alleging that government departments and other public bodies in the UK, including NHS England, have not acted properly or fairly or have provided a poor service.

If you are unsure of the complaints process, you can ask the provider to give you a copy of the complaints procedure for the service you are unhappy about. This will tell you who to contact, how they handle your complaint and how they will learn from your complaint.

How to complain about Hospitals?

Raise problems with the staff in the first instance. Each hospital also has a Patient Advice and Liaison Service (PALS), which is an impartial, open and confidential service for people who would like information and advice about services or help to resolve concerns or problems when they are using the NHS. They provide information about the NHS complaints procedure and how to get independent help if you decide you want to make a complaint.

Please note that service providers and commissioners welcome all feedback from clients. The same contact details can also be used if you are pleased with the Service(s) you have used.

How to complain about NHS treatment including:

The Patient Advice and Liaison Service may be contacted on: Telephone: 01455 441971 or 01509 564444

GPs, Dentists, Pharmacies and Opticians Stage One:

We are here during office hours, though we may be busy helping other people. If no-one is available to take your call please leave a message on our answer phone and we will ring you back. We aim to return all messages, where possible, within two working days.

You can either complain directly to the provider of the service through their processes e.g. to the Practice Manager at your GP Surgery or you can complain directly to the commissioner (funder) of the Service i.e. NHS England.

NHS England PO Box 16738, Redditch B97 9PT

or in writing to: PALS FREEPOST-RRHS-EUHR-LCZA Leicestershire County and Rutland PCT Lakeside House, 4 Smith Way, Grove Park, Enderby, Leicester LE19 1SS

Tel: 0300 311 2233 (Monday to Friday 8am to 6pm, excluding English Bank Holidays) Email: england.contactus@nhs.net Please write ‘For the attention of the Complaints Manager’ in the subject line.

Website: www.england.nhs.uk

or via E-mail: pals@lcr.nhs.uk

MENTAL HEALTH SERVICES Tel: 0116 220 0070 to find out more about us

79 St. Peters Road | Leicester | LE2 1DH • Email: admin.box@adharproject.org 9

EXPRESSING COMPLAINTS & CONCERNS

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

How to complain about Adult Social Care Services?

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

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

The main healthcare professional regulators in England are:

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

DOCTORS The General Medical Council.

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

Adult Social Care - Leicestershire County Council Going online at: www.leics.gov.uk Email: adultsandcommunitiescsc@leics.gov.uk Phone us on: 0116 305 0004

NURSES AND MIDWIVES The Nursing and Midwifery Council.

Tel: 020 7637 7181 Email: newreferrals@nmc-uk.org www.nmc-uk.org

Adult Social Care - Leicester City Council Going online at: www.leicester.gov.uk Phone us on: 0116 454 2470

How to complain about Children’s, Young People and Family Services?

DENTISTS, DENTAL HYGIENISTS & DENTAL THERAPISTS The General Dental Council.

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

Children’s Social Care Leicestershire County Council Going online at: www.leics.gov.uk Email: childrensduty@leics.gov.uk Phone us on: 0116 305 0005

DISPENSING OPTICIANS & OPTOMETRISTS The General Optical Council.

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

Children’s and Young People’s Service Leicester City Council Going online at: www.leicester.gov.uk Phone us on: 0116 454 1004 If you are not satisfied with the final reply you get from the care service or your local council, you have the right to ask the Local Government Ombudsman to investigate your complaint.

PHARMACISTS The General Pharmaceutical Council.

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

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

OSTEOPATHS The General Osteopathic Council.

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

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

CHIROPRACTORS The General Chiropractic Council.

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

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

10

GPs & GP SURGERIES

GPs & GP Surgery

Postcode

Data correct with NHS Choices 11

Telephone

GPs & GP SURGERIES

GPs & GP Surgery

Address

Postcode

Data correct with NHS Choices 12

Telephone

PHARMACIES

Pharmacy / Chemist

Address

Postcode

13

Telephone

PHARMACIES

Pharmacy / Chemist

Address

Postcode

14

Telephone

DENTISTS

Dentist

Address

Postcode

Telephone

Dental emergency and out-of-hours care If you require urgent treatment, please contact your usual dental practice as they may be able to see you or direct you to an urgent care dental service.

If you do not have a regular dentist, contact NHS 111 for advice on where you can get urgent care.

Data correct with NHS Choices 15

DENTISTS

Dentist

Address

Postcode

NHS dental charges payable April 1st 2016-17

Telephone

Band 1: £19.70 - Covers an examination, diagnosis and advice. If necessary, it also includes X-rays, a scale and polish and planning for further treatment.

Band 2: £53.90 - Covers all treatment covered by Band 1, plus additional treatment, such as fillings, root canal treatment and removing teeth (extractions).

Band 3: £233.70 - Covers all treatment covered by Bands 1 and 2, plus more complex procedures, such as crowns, dentures and bridges.

Data correct with NHS Choices 16

OPTICIANS

Opticians

Address

Postcode

Telephone

Why are eye tests important?

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.

An NHS sight test is free of charge if clinically necessary. It is up to your ophthalmic practitioner to decide whether a sight test is necessary in your case or not.

If you ask for a sight test and it is not considered clinically necessary, you may have to pay for it even if you are usually entitled to a free NHS sight test.

Data correct with NHS Choices 17

OPTICIANS

Opticians

Address

Postcode

Telephone

NHS-funded mobile eye tests If you qualify for a free NHS sight test, you may be entitled to NHS-funded mobile services where the ophthalmic practitioner comes to visit you: At home – if you’re unable to leave home unaccompanied because of physical or mental illness or disability At a residential or care home – if you normally live there and you’re unable to leave the home unaccompanied because of physical or mental illness or disability At a day centre – if you would have difficulty getting a sight test from an optometrist at their practice ecause of physical or mental illness or disability, or because you have difficulty communicating your health needs without help Call 111 to find out who provides mobile sight tests in your area Data correct with NHS Choices 18

YOUR RIGHT TO SOCIAL CARE & SUPPORT

Local authorities have a duty to assess anyone who appears to have care and support needs.

• for a carer, the outcomes the carer wishes to achieve, and their wishes around providing care, work, education and recreation where support could be relevant

Your local authority should:

• the personal budget

• assess your needs and give you advice, whatever your financial circumstances

• information and advice on what can be done to reduce the needs in question, and to prevent or delay the development of needs in the future

• provide information about services and support options available to you in your area

Your care plan should be individual to you, and you should be allowed to have as much involvement in the development of your plan as you wish.

• give you a carer’s assessment if you are an unpaid/family carer 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.

Your care plan should help you to: • live independently • have as much control over your life as possible

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

• participate in society on an equal level, with access to employment and a family life • have the best possible quality of life keep as much dignity and respect as possible

If your local authority decides you are eligible for social care support, they will carry out a financial assessment to determine how much you will need to pay towards your care, if anything.

Understanding the national eligibility criteria for care and support?

The eligibility threshold for adults with care and support needs is based on identifying how a person’s needs affect their ability to achieve relevant outcomes, and how this impacts on their wellbeing.

If you are assessed by social services and are found to be eligible for support, the next stage is to draw up a care and support plan, or in the case of a carer with eligible needs, a support plan.

What is a Care Plan?

Local authorities must consider whether the person’s needs:

A care plan (sometimes called a care and support plan, or support plan if you’re a carer) sets out how your care and support needs will be met. You should be fully involved in the preparation of your care plan, and you and anyone else you request should also get a written copy. The care plan must set out:

• arise from or are related to a physical or mental impairment or illness • make them unable to achieve two or more specified outcomes • as a result of being unable to meet these outcomes, there is likely to be a significant impact on the adult’s wellbeing

• the needs identified by the assessment • whether, and to what extent, the needs meet the eligibility criteria • the needs that the authority is going to meet, and how it intends to do so • for a person needing care, for which of the desired outcomes care and support could be relevant

19

YOUR RIGHT TO SOCIAL CARE & SUPPORT

An adult’s needs are only eligible where they meet all three of these conditions.

The specified outcomes measured include:

• being able to safely use necessary facilities or services in the local community including public transport and recreational facilities or services • carrying out any caring responsibilities, such as for a child

• managing and maintaining nutrition, such as being able to prepare and eat food and drink

Local authorities do not have responsibility for providing NHS services such as patient transport, but they should consider needs for support when the adult is attending healthcare appointments.

• maintaining personal hygiene, such as being able to wash themselves and their clothes • managing toilet needs

The local authority should not refuse to meet eligible needs on the grounds of cost, although if there is more than one option, it is allowed to choose what it believes is the most cost effective one.

• being able to dress appropriately, for example during cold weather • being able to move around the home safely, including accessing the home from outside

If your needs do not meet the national eligibility criteria, the local authority still has to give you information and advice on what support might be available in the community to support you

• keeping the home sufficiently clean and safe • being able to develop and maintain family or other personal relationships, in order to avoid loneliness or isolation • accessing and engaging in work, training, education or volunteering, including physical access

20

WHAT IS SOCIAL CARE?

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 people will be able to have care provided in their home.

If you are unable to manage in your home, even with help and assistance, you may need to consider whether you should move to a care or nursing home.

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

The kind of social care support 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 trouble walking, you may simply require some equipment to help you remain mobile and independent. But if you develop a condition that seriously affects your mental capacity or your 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.

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.

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

Care and support services might typically include: Equipment to enhance your independence

Day centres

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).

Day centres provide meals and an opportunity to socialise and do activities that might not be available at home and may provide respite for Family Carers Your local authority will be able to provide you with information and advice on what services are available in your local area.

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. Find out more in alarms and telecare.

Adaptations to your home 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.

Help in your home

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.

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. Find out more about homecare.

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

21

WHAT IS SOCIAL CARE?

Residential care

Information & advisory services and advocacy

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.

People who need care may have difficulty in being able to exert their rights, get the services they need and are entitled to, or simply not know or understand what is available to them. Information and advice are often a key part of any care assessment that your local authority undertakes.

This information could go a long way to helping you get the support you need.

The main types of residential options are:

Charities are another great source of social care information – particularly those associated with conditions, such as the Alzheimer’s Society, Mind, or Scope, but also those related to different aspects of care, such as Carers UK or Independent Age.

• Residential care homes • Residential care homes with nursing care • Extra care and sheltered housing • Supported living

Some people may find that an advocacy service can help them exert their rights, particularly if you have a disability and you believe you are treated unfairly. An advocacy service can act as a champion to ensure you get fair and equal treatment and access to services.

• Retirement villages Deciding on a long-term stay in residential care is a 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.

Support for carers If you look after a person who is disabled, has a long-term health condition or is elderly and frail, you are a carer. 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.

Your local authority will be able to give you details of information services they commission locally.

Many local and national charities will also be able to provide information and advice.

Financial support If you are in need of social care you may be able to get information and advice on how to cover the additional living costs you may incur.

For example, you may be able to access certain financial benefits for daily living, or be able to access funding from charities to cover the costs of expensive equipment. Your local authority should be able to talk you through some of these money matters as part of your social care assessment.

Other care support You may also want to think about whether you need healthcare support if you have care needs relating to an ongoing health condition. If this is the case, then it is worth considering whether the NHS can offer any treatment, medical equipment or support that can help you live more fully with your condition

22

SUPPORT FOR CARERS There are 6.5 million carers in the UK which is one in 10 of the population.

Ask for a Carers’ assessment

Your decision to be a carer When your carer’s assessment is done, no assumptions should be made about your willingness to be a carer. This can be a very sensitive area, because many of us feel that we have a duty to those we care for. We sometimes rule out other options because we feel we have no choice.

The Care Act 2014 makes carer’s assessments more widely available to people in caring roles Local authorities now have a legal duty to assess any carer who requests one or who appears to need support

You have the right to choose: • whether to be a carer at all • how much care you are willing to provide • the type of care you are willing to provide

If you provide care and support to an adult friend or family member, you may be eligible for support from your local council. This support could include being offered money to pay for things that make caring easier. Or the local authority might offer practical support, such as arranging for someone to step in when you need a short break. It could also put you in touch with local support groups so you have people to talk to.

When assessing your needs, social services must consider whether your role as a carer is sustainable.

The assessment is about your needs and therefore you should: • have a reasonably detailed discussion about all the matters relevant to you • have the assessment in private if you want to, at a convenient time and place for you • get relevant information, including about welfare benefits you could claim and details of other services • have a chance to identify the outcomes that you want; any services should be appropriate for you and meet your needs • be given flexibility and innovation in identifying services that may meet your needs • have an opportunity to give feedback about the assessment

A carer’s assessment is a discussion between you and a trained person either from the council or an organisation working on behalf of the council.

The assessment will consider the impact the care and support you provide is having on your own wellbeing, as well as important aspects of the rest of your life, including the things you want to achieve day-to-day. It must also consider other important issues, such as whether you are able or willing to carry on caring, whether you work or want to work, and whether you want to study or do more socially.

A carer’s assessment looks at the different ways caring affects your life, and works out how you can carry on doing the things that are important to you and your family. It covers your caring role, your feelings about caring, your physical, mental and emotional health, and how caring affects your work, leisure, education, wider family and relationships.

Request your Carer’s assessment You can request a carers assessment by contacting Adult Social Care Customer Services Leicestershire County Council County Hall, Glenfield, Leicester LE3 8RA

Your physical, mental and emotional wellbeing should be at the heart of this assessment. This means that you can tell the council how caring for someone is affecting your life and what you want to be able to do in your day-to-day life.

Tel: 0116 305 0004 Email: adultsandcommunitiescsc@leics.gov.uk Visit: www.leicestershire.gov.uk/adult-social-careand-health

A carer’s assessment should also look at your own interests and commitments to see if and how they are disrupted by your role as a carer. One of the most important parts of your carer’s assessment will be a discussion about your wishes concerning going to work, training or leisure activities.

Alternatively, if the person you care for is being assessed by a social care practitioner, speak to them about how you can have your needs assessed and they will be able to offer you information and advice about this.

Caring Companions Homecare - Personalised Services Delivered To You Personal Care Companionship Night Services Live-in-Care Specialist Care Housekeeping

Tel: 0116 319 2450

www.caringcompanionshomecare.co.uk 23

Are you a Carer?

If you are looking after an ill, disabled or frail elderly relative or friend, you should recognise yourself as a carer.

Carers can get a range of support from social care, and can be vital for helping arrange social care support for the person they care for. There are charities that support particular groups of carers, including sibling carers and young carers.

If you want to talk to someone about how to get support as a carer call the

Carers Direct helpline on

0300 123 1053

In April 2015, the Care Act 2014 and the Children and Families Act 2014 came into force, and have strengthened the rights of carers in the social care system. As a carer, you no longer have to request an assessment – social services should offer you one if you appear to have or will have needs for support.

There are also new national rules for deciding who is eligible for care and support.

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SAFETY ADVICE TO HELP INDEPENDENT LIVING Advice and support can often help people live independently in their own home.

Here are some tips to help keep yourself, and those you care for, safe.

• Have ear and eye checks – being able to hear and see what is happening around you can help you to adapt to different situations.

• Tell your doctor, care worker or family if you have had a fall – to help put things in place to reduce the risk of you having another fall.

Help to Prevent Falls Taking some simple steps can reduce the chances of falls and help to keep you independent at home.

Check Your Home is Safe • Keep a look out - get things fixed that could cause you to get hurt eg. frayed carpets, trailing cables or leaves on your doorstep.

Take care of yourself: • Keep active – this will help to improve your balance.

• Light up - try to avoid walking around in the dark when you can't see what is around you.

• Think about your footwear – shoes and slippers that fit well will help you to stay upright and move around more confidently (avoid high heels, thick soles and sandals).

• Floors and stairs - keep walkways clear of clutter, have cables fixed tightly to walls and have hand rails securely fitted to walls. You may also want to consider whether you need non-slip mats under rugs.

• Talk to your doctor or pharmacist about your medication – if you believe that your medication is affecting your balance.

• Use steps, not chairs - when you need to reach to high shelves or to change a light bulb, or see if someone else can help you.

• Eat healthily – foods rich in vitamin D and calcium (like dairy products and canned fish) can help keep your bones strong.

• Pets - think about attaching a bell to your pet's collar to help you know where they are when you are both moving around.

Think about others who may need help You may care for family members or speak to a neighbour once in a while, have a think about hazards they may face when undertaking day to day tasks and where you might be able to support them to stay safe – through doing something yourself or finding support for them. Some simple things to think about are: • How do they get to and from appointments eg eyetests, doctors?

• Is anyone checking for / reducing hazards in and around their home eg sweeping leaves from walk ways?

• Are there any tasks that they do which puts them at risk but that you could support? eg. putting their bin out or walking to shops when the ground is wet or icy?

Asking for help If you, or people that you look after, need support to live at home, you can contact Adult Social Care on 0116 305 0004 or visit www.leicestershire. gov.uk/adult-social-care-and-health for information on how you can access support or request an assessment.

25

LIVING WITH A DISABILITY

Living with a Disability

It’s against the law for anyone to discriminate against you because of your disability. This means that you’re entitled to fair treatment in the workplace when it comes to recruitment, promotion and pay.

Disabled people are often talked about as though they form one group. But every disabled person faces different challenges and health conditions.

The Equality Act 2010 defines a disabled person as anyone who has a physical or mental impairment that has a substantial and long-term adverse effect on his or her ability to carry out day-to-day activities.

It also means that service providers, such as shops, post offices, leisure facilities and places of worship, are legally obliged to ensure that you can reach them.

At first, you may feel confused, depressed or anxious about your life in the future. Often, newly disabled people shy away from organisations that might help them, but contact with people who face similar challenges is really important.

These impairments include: • Loss of limbs • Multiple Sclerosis • Heart disease • Down’s Syndrome • Learning difficulties • Mental health problems, such as depression and anxiety Older people are more likely to develop a disability and most disabled people are adults. More than 11 million people in the UK are disabled, around 6% of whom are children.

More people are living with a disability now than in the past because we’re living longer, and improved medical treatments are enabling more people to manage long-term health problems.

Disabilities of any kind present challenges, but this doesn’t mean that life with a disability can’t be fulfilling. For most people, a fulfilling life means having control over their day-to-day activities and being able to choose how they live.

More than 1 million disabled people live alone in the UK, and many more lead independent lives with help.

For a lot of people, independent life also means being employed. Half of the UK’s disabled people are in jobs, but it should be more.

Only 17% of disabled people are born with their disability. Most disabled people have had to adjust to their disability as adults.

If you become disabled through accident, illness or a deteriorating medical condition, life will change significantly. But with the right support, you can often continue to live in your own home, remain in employment and enjoy an independent life.

Disability will inevitably bring new challenges, but it should never stop you living a happy fulfilling life.

26

RECOGNISING MENTAL HEALTH & SUPPORT

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.

How your GP can help 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

Are money worries affecting your Mental health?

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.

If you have financial worries it can really start to impact on the way you feel.

Do you regularly lay awake in bed at night worrying how you’re going to pay your bills?

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

Are you feeling tired or lacking energy because worries about money have got you down?

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

Are you having trouble relaxing because of worries about money?

Do you feel anxious about answering the phone or opening the post because it might be about your debts?

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

Do you suffer with anxiety or panic attacks when you think about your financial situation?

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.

Do you often shop or spend excessively to feel better, but have feelings of guilt or regret afterwards?

Are you drinking more alcohol to help you cope with the stress of debt?

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.

Are you feeling low or tearful when you think about your financial situation?

Do you find you’re irritable, easily annoyed or lose your temper more often, or more quickly, when you get stressed about money?

If you have answered yes to any or most of these questions then it is time to face your fears and seek help on getting advice on how to prioritise your debts.

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.

Citizens Advice Bureau has lots of information on sorting out debt on its website in the section on Help with debt.

The charity Mind has a section on its website called Money and Mental Health, which includes advice on how to manage debt.

Other useful organisations include: Money Advice Service: 0300 500 5000 National Debtline: 0808 808 4000 StepChange Debt Charity: 0800 138 1111 27

RECOGNISING MENTAL HEALTH & SUPPORT

Five steps to mental wellbeing Evidence suggests there are five steps we can all take to improve our mental wellbeing.

Keep learning – learning new skills can give you a sense of achievement and a new confidence.

So why not sign up for that cooking course, start learning to play a musical instrument, or figure out how to fix your bike?

If you give them a try, you may feel happier, more positive and able to get the most from life

Give to others – even the smallest act can count, whether it’s a smile, a thank you or a kind word.

Larger acts, such as volunteering at your local community centre, can improve your mental wellbeing and help you build new social networks.

Connect – connect with the people around you: your family, friends, colleagues and neighbours.

Spend time developing these relationships. Learn more in Connect for mental wellbeing.

Be active – you don’t have to go to the gym. Take a walk, go cycling or play a game of football. Find an activity that you enjoy and make it a part of your life. Learn more in Get active for mental wellbeing.

Be mindful – be more aware of the present moment, including your thoughts and feelings, your body and the world around you. Some people call this awareness “mindfulness”. It can positively change the way you feel about life and how you approach challenges.

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

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

Free, confidential, impartial advice.

Tel: 0808 801 0011 (Mon-Fri 10am-3.30pm) www.boltoncab.co.uk

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

Free and impartial money advice, set up by government.

Tel: 0300 500 5000 (Mon-Fri, 8am-8pm Sat, 9am-1pm) www.moneyadviceservice.org.uk

Support and advice for people living with mental ilness.

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

Call us for free debt advice on Tel: 0808 808 4000 (Mon-Fri, 9am-8pm Sat, 9.30-1pm) www.nationaldebtline.org

Confidential support for people experiencing feelings of distress or despair.

Tel: 116 123 (24-hour free helpline) www.samaritans.org

Get free debt advice and your personal action plan Tel: 0800 138 1111 (Mon-Fri, 8am-8pm Sat, 8-4pm) www.stepchange.org 28

CREATING DEMENTIA FRIENDLY COMMUNITIES

Listen • Listen carefully to what the person has to say, giving plenty of encouragement, whilst looking out for other clues of what they might be trying to communicate.

• Allow them time to find the words to tell you what they want.

Tips for shops, workplaces, businesses, friends & neighbours It is possible for people with dementia to live well if those around them understand how they can help in simple ways. People with dementia live in your area, probably on your street, possibly amongst your friends and close neighbours. People with dementia may visit your shop, business or workplace.

Noise • A person with dementia may have difficulty listening if there are a lot of different noises around them.

Common signs of dementia are confusion, forgetfulness, struggling to find words and repetitiveness. This can make everyday situations stressful. A person with dementia may need extra assistance to help them use your services or help them with everyday things.

Lighting • Make sure the lighting is sufficient so the person with dementia can see you and everything around them clearly.

• Turn up the lights or move to a well-lit area.

Speak clearly • Speak clearly, calmly and slowly to allow the person time to understand information.

• Use simple, short sentences and avoid direct questions.

• Keep choices to a minimum and don’t raise your voice.

• Where possible, talk in a non-distracting place or find a quiet corner.

Help with handling money • Counting money, calculating and handling change, recognising coins and banknotes and knowing the value of money can all be very difficult for someone with dementia.

• Offer to help by counting out money and giving a receipt.

Finding the way • People with dementia may have forgotten where things are or they may not recognise everyday objects.

• Sometimes people with dementia may forget where they are going or become disorientated.

• They may not be able to follow simple directions and may need you to go with them to where they want to go.

Think about your body language • People with dementia may find it difficult to understand what is being said, but can be quick to interpret the message on people’s faces and may still be aware of body language.

• Make sure you are at the person’s level, use a friendly tone and respect personal space.

Show respect and patience • Adapt what you are saying if the person with dementia does not understand.

• Don’t rush, and try to go at their pace.

Feeling lost • Sometimes people with dementia may feel lost in familiar places or forget where they live.

• If someone is lost and distressed, offer to help by asking if their address is on something they might have in their pocket or bag.

Affected by dementia?

Call the National Demential Helpline for support and information on

0300 222 1122

www.alzheimers.org.uk 29

CREATING DEMENTIA FRIENDLY COMMUNITIES

Recognising and finding things • People with dementia may have forgotten what they came into the premises or room for.

• They may have a list but have problems finding the things they want.

• Help them choose the right amount of things, particularly if they seem to be buying an unusually large amount of something.

Making choices • While choice is good, for someone with dementia too much choice can be confusing.

• Ask what the person would like, e.g. a coffee, and then suggest two or three likely options.

• You could describe these options and remember to give a pause between each option to allow them time to think and make a decision.

Whose reality • Past memories can often be stronger than present reality.

• The person may be confused and say something that does not makes sense to you.

Being predictable • The person with dementia may be confused if things have been rearranged, or by new people they meet.

• Try to keep things the same or offer additional assistance if things have changed.

Every day can be different • For some people with dementia what they can do changes from day to day, so how you help them may need to be different every time.

• Look out for signs and offer to help when needed, bearing in mind the privacy of the person.

Affected by dementia?

Call the National Demential Helpline for support and information on

0300 222 1122

www.alzheimers.org.uk 30

DOMICILIARY, RESIDENTIAL & NURSING HOMES

Choosing the right home care agency

Choosing the right care home

If you find it difficult to carry out personal care routines – such as washing or dressing – home care services can provide the extra support that you need. Home care services (also known as domiciliary care) provide carers or personal assistants who can visit you at home to help with a wide range of tasks

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.

Choosing a care home is one of the most important decisions you’ll ever make. You need to make sure it’s got everything you need, in a place you’ll be happy, at a price you can afford.

If you are considering using a home care agency Here is a list of questions you should ask a home care agency; ensure you get all the answers that you need.

When choosing a care home you need to recognise that your care needs are likely to increase over time.

About the agency • Do you have a standard contract for work with private clients? Can we see a copy?

Choosing a care home • Make a shortlist of suitable care homes in your area that fall within your budget.

• What are your hourly charges? Are there any minimum charges (such as a minimum number of hours per week)?

• Request an information pack from the homes on your shortlist.

• What happens on weekends and bank holidays?

Is care provided? Is there an additional charge at these times?

• Request a copy of their contracts and/or terms and conditions.

• Make sure they have vacancies or establish how long their waiting list is.

• How is payment required – by cheque, direct debit or some other way? How often is payment required? Monthly or weekly?

• The cost of care varies from region to region – you could save money by relocating.

• What insurance do you have to protect my home, for example, in the case of damage to property, the carer making a mistake, or the carer having an accident in my home?

• Don’t forget to take into account additional costs that may not be covered in your residential fees, such as meals and day trips.

• Check how much notice you need to give if you move out and how much notice you will be given if the home is to close.

• How do you ensure quality of care is maintained?

What are your quality assurance policies and procedures?

• If your funding is local-authority assisted, check that you pay the same rates as self-funders and find out whether a top-up payment is required.

• Who should I contact if I have problems with a carer or the service provided?

Regardless of whether you are employing an agency via your personal budget or employing an agency directly (without an assessment from the council), the agency should always carry out their own assessment before offering their own care plan.

Check the care home’s official inspection report

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.

Know Your Rights

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 you have been assessed by the local authority as needing care at home services and qualify for funding they must offer you direct payments as an option.

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.

Direct Payments allow you to choose what support you get and who provides it

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Batool's HOPE

"our community. Our priority"

Flexible care and support at home where people want to be

Personalised Services Delivered To You

We offer a range of flexible services including: • Personal Care • Respite • Companionship

• Shopping Support

• Dementia Care

• PA Support

• Convalescence

• Home from Hospital

What We Provide: Personal Care Companionship Night Services Live-in-Care Specialist Care Housekeeping

Tel: 0116 319 2450 Enquire Now For More Information

• Direct Payments Welcome For more information call:

07734 499 394 www.b-hope.co.uk

We provide a 24 hour service and the delivery of your care is person-centered and focused on you. We will visit you & discuss your requirements.

Service With A Smile

Availa 24hrs a ble 365 da day y a year s

Caring Companions Homecare 8c Devana Road, Leicester LE2 1PJ

www.caringcompanionshomecare.co.uk

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CARE IN YOUR OWN HOME

Care Provider

Address

Postcode

Data correct with CQC

33

Telephone

Dance • Drama • Music FTM Dance specialise in Dance, Drama and Music respite services for children and young people with special needs and disabilities in Leicester, Loughborough and Melton.

We offer weekend sessions, holidays clubs and birthday parties.

The benefits of our classes include: • Social Skills • Communication Scan to watch • Cooperation • Confidence • Fun • Healthy Exercise For more information please call 07543 068872 or email: ftmdance@gmail.com

www.ftmdance.co.uk

We provide an emergency response service, 24 hours a day, 365 days a year for anybody who wants that extra reassurance or assistance in an emergency.

The service aims to give you independence, confidence and give your loved ones peace of mind.

"I can enjoy my independence again without the fear of falling, knowing I can press my pendant and get help.

It's so easy!"

 Help you to remain independent in your own home at an affordable price  Provide support and reassurance for carers  Help to prevent falls or accidents  Prevent unnecessary admissions to hospitals  Speed up hospital discharge  Provide a rapid response to crisis situations

Request

FREE

a

ho demonsme tration

For further information call

01509 643970

or visit www.charnwood.gov.uk/charnwoodlifeline 34

CHOOSING THE RIGHT CARE HOME Residential Homes

Address

Postcode

Telephone

Nursing Homes

Address

Postcode

Telephone

Data correct with CQC 35

CHOOSING THE RIGHT CARE HOME Residential Homes

Address

Postcode

Telephone

Nursing Homes

Address

Postcode

Telephone

Data correct with CQC 36

Are you a Carer?

If you are looking after an ill, disabled or frail elderly relative or friend, you should recognise yourself as a carer.

Carers can get a range of support from social care, and can be vital for helping arrange social care support for the person they care for. There are charities that support particular groups of carers, including sibling carers and young carers.

If you want to talk to someone about how to get support as a carer call the

Carers Direct helpline on

0300 123 1053

In April 2015, the Care Act 2014 and the Children and Families Act 2014 came into force, and have strengthened the rights of carers in the social care system. As a carer, you no longer have to request an you appear to have or will have needs for support.

There are also new national rules for deciding who is eligible for care and support.