Manchester health & social care directory

Your local spotlight on Health & Social Care covers services in Manchester

Manchester

Health & Social Care Signposting Directory Manchester

Issue 1

CONTENTS Healthwatch Manchester

1

Getting Involved

2

NHS - Know Your Rights

3-4

Free NHS Health Check

5-6

Understanding The Care Act - New Law April 2015

7-8

Common Health Complaints

9 - 10

GPs & GP Surgeries in Manchester

11 -14

Pharmacies in Manchester

15 -18

Dentists in Manchester

19 - 20

Opticians in Manchester

21 - 22

Social Care & Independent Living

23 - 26

Personal Health Budgets

27

NHS Care

28

Recognising Mental Health & Support

29 - 30

Are You A Carer?

31 - 32

Care in Your Own Home in Manchester

33 - 34

Choosing Residential Care in Manchester

35

Residential Care Costs

36

Residential & Nursing Care in Manchester

37 - 38

Expressing Complaints & Concerns

39 - 40

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

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 Manchester 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 MANCHESTER What Does Healthwatch Manchester do?

Case Study

Healthwatch Manchester is your independent consumer champion created to gather and represent the health and social care needs of the diverse communities of Manchester. We’re here to ensure that the views of those who use health and social care services reach the ears of the key decision makers. Our main activities include the following:

An 80 year old man with Asperger Syndrome rang regarding his need to access the Patient Transport Service.

Having been recently assessed and declared not eligible for this service, despite his great fear of and panic in using public transport, he reported walking a great distance to get to his latest appointment and suffering damage to his feet.

Through liaison with the operator, Healthwatch Manchester enabled his reassessment and he was later declared eligible for this service.

• Provide information and signposting about local health and social care services.

• Gather the views and experiences of local people.

• Have the power to enter and view local adult health and social care services.

• Influence the way services are designed and delivered based on evidence from those who use them.

Direct feedback from our local community

• Influence how services are set up and commissioned through our seat on the Manchester Health & Wellbeing Board.

We’re committed to delivering real and long-term improvements to health and social care services for the people of Manchester. We’re proud to have a team of over 90 volunteers who are from diverse backgrounds and reflect the communities that make up Manchester. Our volunteers act as our eyes and ears to research peoples’ experiences of services, collate their feedback and compile our reports.

• Pass information and make recommendations to other local Healthwatches, Healthwatch England and the Care Quality Commission.

Who are we and what are our powers?

Healthwatch Manchester is not-for-profit organistaion and we’re part of a network of local Healthwatches across the UK. We are supported by our parent body Healthwatch England and hold independent statutory powers under the Health and Social Care Act of 2012. This means Healthwatch Manchester can challenge poor services and promote best practice in health and social care, in line with the needs of local people.

Our approach to research and consultation is based upon our limited resources in that we use few printed materials. Rather than sending out mass mail outs we interview people on a one-toone basis taking advantage of local user forums, drop-ins and other community venues. We believe we get better information this way and build local trust and appreciation.

Healthwatch Manchester is an integral part of the Manchester Health and Wellbeing Board and provides a strengthened statutory role in the preparation of the Joint Strategic Needs Assessment and the Health and Wellbeing Strategy.

Listening & Gathering Views We’re committed to being recognised as the leading consumer champion of health and social care services across Manchester. From the first day of operation in April 2013, Healthwatch Manchester has provided a dedicated helpline staffed by a professional trained team.

Healthwatch Manchester’s board is made up of members of Manchester’s voluntary and community sector.

The helpline enables us to monitor concerns and complaints and to provide the public with information and signposting about services.

Through our ability to rapidly analyse helpline data we can identify any emerging trends and provide an early response where there are areas for concern. Through Healthwatch England a national system of escalation is in place to address and manage the process.

1

GETTING INVOLVED How can I get involved?

Each volunteer receives a tailored package of training including:

By sharing your experience and opinions with us Healthwatch Manchester collects the information it needs from local people in order to inform our plans and activities. Our programme of work is determined by this information which is collected through:

• Communication skills • Safeguarding • Enter & View • Reporting skills

• Our helpline

• The Manchester Health & Social Care landscape

• The field research we carry out

• Assertiveness technique

• The ‘Your story’ section of our website

As an organisation which recognises the exchange system in volunteering, we offer our volunteers personal development, experience, recognition on our reports for their portfolio if required; and satisfaction in the knowledge they’ve contributed to local service improvement.

And any other way we can find out what experiences, good and bad, you’ve had around health and care services as a Manchester resident, in Manchester or Greater Manchester.

By becoming an associate member of Healthwatch Manchester We are always looking for new people to provide us with their views and opinions on Manchester health and care services and to influence the activities of Healthwatch Manchester. This includes both longer-term activity and rapid response to wicked issues such as local pandemics. By becoming an associate member you’ll be able to contribute to the priorities for activity which Healthwatch Manchester will adopt. This can be done through regular meetings of our Reference Group or remotely via email.

By volunteering Volunteering is the cornerstone of Healthwatch Manchester’s operational activity. We have three volunteer roles:

Thanks to the volunteers for supporting the GP mystery shopper exercise. They have enabled the CCG to produce baseline information regarding same day GP access which will support primary care development going forward, to meet the meets of the population of Central Manchester.

Research Involving field research and Enter & View activities where a direct observation of the service is made.

Communications Including data analysis and reporting on research findings.

Messages from our Partners Sonia Johal Senior Communications & engagement Office Greater Manchester Commissioning Support Unit

Ambassador Involving representation of Healthwatch Manchester on the numerous forums and steering groups across the city.

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 Manchester 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.

3

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 Manchester 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: 0161 228 1344

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: Healthwatch Manchester Dale House 35 Dale Street Manchester M1 2HF

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

Email us at: info@healthwatchmanchester.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.healthwatchmanchester.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.

4

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 Manchester.

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

5

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.

7

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

8

COMMON HEALTH COMPLAINTS

Common health complaints, such as coughs, colds and headaches, account for one out of every five GP appointments in England.

3. Heartburn and indigestion Digestive complaints like heartburn, indigestion and bloating are very common. They’re usually treatable with simple changes to your lifestyle and over-the-counter remedies.

Self-care tips: • For short-term relief, a pharmacist may recommend antacid medicines (to neutralise stomach acid) or alginates (to protect your oesophagus from acid).

• Diet, excess weight, smoking, alcohol and going to bed on a full stomach can all contribute to indigestion.

• Make a note of any food or drink that seems to make your indigestion worse, and try to avoid them. This may mean eating less rich, spicy and fatty foods, and cutting down on drinks that contain caffeine.

Many of these can be treated quicker and just as effectively at home using self care, advice from your pharmacist and over-the-counter medicines bought from pharmacies or supermarkets.

Below are the top 10 conditions, listed in decreasing order, that account for 75% of GP consultations for minor ailments.

Remember that you can get advice from your local community pharmacist on a whole range of health issues, including when to visit your GP.

1. Back pain One in five people visits their GP in any given year because of back pain. Most cases of back pain can be treated with over-the-counter medicines and self-care aids and techniques.

Self-care tips: • Use paracetamol or ibuprofen for pain relief. If taking ibuprofen, make sure you take it with food. Read the Patient Information Leaflet before taking any medicine.

• Hot or cold compression packs, available from larger pharmacies, can also help with the pain.

• You can make your own cold compression pack by wrapping a bag of frozen food in a towel.

• Place a small firm cushion beneath your knees when you’re sleeping on your side. Or use several firm pillows to prop up your knees when lying on your back.

• It’s important to remain mobile by, within reason, carrying on with your day-to-day activities, including work. Take care when lifting objects.

• Stay positive. Studies show that if you keep positive, you’re likely to make a quicker recovery.

4. Nasal Congestion In most cases, a blocked nose will clear within a few days without treatment once the body fights off the underlying infection. If you’ve got a virus, such as a cold or flu, your GP can’t offer you anything more than a pharmacist can provide.

Antibiotics won’t help.

Self-care tips: • Over-the-counter decongestant medicines can help to relieve a blocked nose by reducing swollen blood vessels in your nose. Don’t use decongestants for more than five to seven days at a time. Using them for any longer can make your symptoms worse.

• Inhaling steam from a bowl of hot (but not boiling) water may soften and loosen the build-up of mucus in your nose. Adding menthol crystals or eucalyptus oil to the water may ease your blocked nose and catarrh.

5. Constipation If you are having difficulty passing stools (going for a poo), changing your diet may be all that’s needed to ease your constipation without taking medicines.

Self-care tips: • If your constipation is causing pain, take a painkiller, such as paracetamol.

• Add more fibre to your diet, such as fruit, vegetables, wholewheat pasta, wholemeal bread, seeds, nuts and oats. This may take a few days to have an effect.

• Make sure you’re drinking enough water. Cut down on caffeine, alcohol and fizzy drinks.

• Regular exercise will greatly reduce your risk of getting constipation.

2. Dermatitis Dermatitis, which includes conditions such as mild eczema, happens when your body comes into contact with a substance that irritates your skin or causes an allergic reaction.

Self-care tips: • Avoid scratching. Scratching may damage your skin and allow bacteria to get in, leading to infection. It may help to keep your nails short.

• Try to identify the irritant or allergen so you can avoid coming into contact with it.

• Moisturising creams called emollients can help to calm a mild flare-up of dermatitis. They’re available from pharmacies and supermarkets.

Unperfumed ones are better for dermatitis.

9

COMMON HEALTH COMPLAINTS

6. Migraines

9. Sprains and strains

A migraine is a reoccurring headache that’s strong enough to stop you from carrying on with daily life.

Self-care tips: • Ask your pharmacist for advice. They may recommend over-the-counter painkillers. These are usually more effective if taken at the first signs of a migraine attack.

• Combination medicines, which contain painkillers and anti-sickness medicines for migraine, can be bought without prescription.

Always get your pharmacist’s advice first.

• If your migraines are severe, you may need stronger migraine-specific medicines that are only available only on prescription from your GP.

Most mild to moderate sprains and strains can be treated at home using the PRICE technique.

Self-care tips: • PRICE stands for protection, rest, ice, compression and elevation.

• For the first 72 hours after a sprain or muscle strain you should avoid heat – such as hot baths – alcohol, running and massage.

• Try to keep your sprained joint mobile, unless the sprain is severe. The injury will heal quicker if you move the joint as soon as you’re able to.

• If you feel pain from a strain or sprain, use paracetamol in the first instance. If paracetamol doesn’t help, ask your pharmacist for advice.

• Your recovery time from a sprain or a strain will depend how serious the injury is. Get medical help straight away if your joint looks different than usual, is difficult or impossible to move, or you feel numbness or tingling.

7. Coughs Coughs are usually caused by viruses such as the common cold or flu. They usually clear up without treatment once your immune system has beaten the virus. Antibiotics won’t help with coughs caused by viruses.

Self-care tips: • Drink plenty of fluids – water is best. Make sure you drink something non-alcoholic at least every hour.

• Make your own homemade cough mixture by mixing honey and lemon in hot water.

• Some over-the-counter medicines can help to relieve cold or flu symptoms, such as a blocked nose, fever and headache.

• If you smoke, try to stop smoking. Get advice from your pharmacy team about over-the- counter products that can help you stop smoking, or visit an NHS stop-smoking service.

10. Headaches Most headaches aren’t serious, and are usually relieved by medicines, relaxation techniques and lifestyle changes.

Self-care tips: • For pain relief, paracetamol usually works well to relieve a tension-type headache. It’s best to take a full dose as soon as a headache starts. A second dose of paracetamol can be taken after four hours if necessary. No more than eight paracetamol tablets should be taken in one day.

• Anti-inflammatory painkillers, such as ibuprofen, can also help with headaches.

• Be aware that taking painkillers more than two or three times a week can actually cause headaches.

• Regular exercise and relaxation may help to prevent tension headaches.

8. Acne Acne consists of spots and painful bumps on the skin. It’s most noticeable on the face, but can also appear on the back, shoulders and buttocks.

Self-care tips: • Avoid picking or squeezing spots as this can cause inflammation and lead to scarring.

• Use a mild face wash, which can be bought from a pharmacy. Bear in mind that over-washing can aggravate acne.

• There’s no evidence that wearing make-up or that certain foods, such as fried foods or chocolate, can cause or aggravate acne.

• Acne is caused by bacteria building up on your skin. The less you touch your skin, the less bacteria will spread on your skin.

For any of the above common health complaints, if symptoms persist, consult your pharmacist or see your GP.

10

GPs & GP SURGERIES

Patient Choice of GP Practices 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.

GPs & GP Surgery

Address

Area

Postcode

Telephone

www.talbot-house.org.uk

Data correct with NHS Choices - April 2015 11

GPs & GP SURGERIES

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.

GPs & GP Surgery

Address

Area

Postcode

Leave your feedback at www.healthwatchmanchester.co.uk Data correct with NHS Choices - April 2015 12

Telephone

GPs & GP SURGERIES

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.

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. Familiarise yourself with our GP surgery’s appointment system, and try to plan in advance if you can. For routine appointments you may be able to book online, so check on the practice website or with the receptionist.

GPs & GP Surgery

Address

Area

Postcode

Telephone

www.talbot-house.org.uk

Data correct with NHS Choices - April 2015 13

GPs & GP SURGERIES

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

GPs & GP Surgery

Address

Area

Postcode

Leave your feedback at www.healthwatchmanchester.co.uk Data correct with NHS Choices - April 2015 14

Telephone

PHARMACIES

What to expect from your pharmacist Pharmacists play a key role in providing quality healthcare. They are experts in medicines and will use their clinical expertise, together with their practical knowledge, to ensure the safe supply and use of medicines by the public Community pharmacists prepare and dispense prescription and non-prescription medicines. They are also able to give you advice about how to use your medicines and highlight any possible side effects.

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

Pharmacy / Chemist

Address

Area

Postcode

Wiltshire Farm Foods. Just heat and eat.

Over 300 tasty dishes Many diets catered for Chicken & Vegetable Casserole ÂŁ2.95

Easy to store and cook

For your FREE brochure, call us on Main meals from ÂŁ2.95 and FREE Delivery wiltshirefarmfoods.com

0800 146 330

Data correct with NHS Choices - April 2015 15

Telephone

PHARMACIES

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

All the discussions with your pharmacist can take place in person or by phone.

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

Pharmacy / Chemist

Address

Area

Postcode

Wiltshire Farm Foods. Just heat and eat.

Over 300 tasty dishes Many diets catered for Chicken & Vegetable Casserole £2.95

Easy to store and cook

For your FREE brochure, call us on Main meals from £2.95 and FREE Delivery wiltshirefarmfoods.com

0800 146 330

Data correct with NHS Choices - April 2015 16

Telephone

PHARMACIES

The services that may be available from your local pharmacy are: Disposal of unwanted or out-of-date medicines, Medicines Use Reviews Medicine Service, The Electronic Prescription Service, Prescription collection from local GP surgeries on behalf of patients, Needle exchange and supervised drug administration, Pregnancy Testing, Emergency contraception, Stop smoking services, Weight management Treatment of minor ailments, including bugs and viruses, minor injuries, tummy troubles, women’s health, skin conditions, allergies and children’s problems

Pharmacy / Chemist

Address

Area

Data correct with NHS Choices - April 2015 17

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 18

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 19

Postcode

Telephone

DENTISTS NHS Dental Charges Band 1 course of treatment £18.80 This covers an examination, diagnosis (eg X-rays), advice on how to prevent future problems, a scale and polish if needed, and application of fluoride varnish or fissure sealant.

If you require urgent care, even if your urgent treatment needs more than one appointment to complete, you will only need to pay one Band 1 charge.

Band 2 course of treatment £51.30 This covers everything listed in Band 1 above, plus any further treatment such as fillings, root canal work or if your dentist needs to take out one or more of your teeth.

Band 3 course of treatment £222.50 This covers everything listed in Bands 1 and 2 above, plus crowns, dentures and bridges.

Dentist

Address

Area

Data correct with NHS Choices - April 2015 20

Postcode

Telephone

OPTICIANS 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.

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, such as: Diabetes Macular degeneration Glaucoma.

Optometrists recommend that most people should get their eyes tested every two years. However, in some circumstances, they may recommend more frequent NHS sight tests; for example a child wearing glasses, have diabetes aged 40 or over and have a family history of glaucoma are aged 70 or over.

Optician

Address

Area

Data correct with NHS Choices - April 2015 21

Postcode

Telephone

OPTICIANS The way a sight test is carried out is governed by law.

A sight test will identify: what your level of vision is whether you need glasses to correct your sight. Your eyes and the area around them will be examined, to look for signs of injury, disease or abnormality.

During your appointment, you may see more than one practitioner, for example: an optometrist or ophthalmic medical practitioner, who tests your sight to check the quality of your vision and your eye health a dispensing optician, who fits your glasses.

If you already wear glasses or contact lenses, remember to take them with you to your sight test. You may be asked to wear them during the test.

Children under 16 and individuals who are registered blind or partially sighted can only have their appliances dispensed by or under the supervision of a registered medical practitioner, registered optometrist or registered dispensing optician.

Optician

Address

Area

Data correct with NHS Choices - April 2015 22

Postcode

Telephone

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 Manchester 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.

23

Achieve Care Solutions provide care solutions to all areas where nursing, care and support staff are needed

Number One Personal Care Service Provider We have a passion to add value to the lives of all our current and future service users.

The range of services that our clients / service users can expect from Achieve Care Solutions include:

• Complex Care: • Learning & Physical Disabilities • Long Term Conditions • Palliative Care • Alzheimers • Mental Health Care • Personal Care Service: • Live in Service • Day / Night Sitting Service • Laundry Service • Respite Care Settings • Social Care: We provide support services whereby our support workers take out services users to: • Leisure Centres • Football Matches / Cinema etc.

Take that first step toward independence and call our office today.

A representative is available 24 hours a day, 7 days a week to answer your questions

Call us today on: 0161 209 3223 www.achievecare.com Peter House | 7th Floor | Oxford Street | Manchester | M1 5AN

Talbot House is a support service for parent and carers of people who have learning disabilities that live in the Manchester area.

It is led by parents themselves.

Here are just some of the services we offer Emotional support Consulting with carers to shape services Access to training for carers Information about money and benefits Breaks for carers and advocacy

Call us or pop into the centre you will always be made welcome We are open from 9.00am - 4.00 pm Monday to Friday and have a one night a week surgery until 6pm by appointment only.

Tel: 0161 203 4095 www.talbot-house.org.uk 1 High Peak Street, Newton Heath, Manchester, M40 3AT 24

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 Manchester 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.

Supporting you if you have a complaint Manchester

We can explain the complaints procedures of service providers in our area or refer you to our Independent Complaints Advocacy service.

Telephone: 0161 236 9321 • Email:info@healthwatchmanchester.co.uk • www.healthwatchmanchester.co.uk

25

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.

26

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.

27

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 rather than social care. NHS care could be provided in hospital but it can also be in someone’s own home or elsewhere in the community.

When care is provided through the NHS there is no financial assessment and no care charges to pay.

However, people are only eligible for NHS care in certain circumstances.

NHS continuing healthcare If the person you care for has very severe and complex health needs, they may qualify for NHS continuing healthcare. This is an ongoing package of care that’s fully funded by the NHS.

Nursing care If someone goes into a residential care home but needs some element of nursing care, they’ll get a payment from the NHS to help pay for their nursing care. This is called a registered nursing care contribution (RNCC).

Intermediate care Some people can be eligible for intermediate care from the NHS. This is provided on a short-term basis and is intended to help people recover from an injury or illness and stay independent. Intermediate care is often provided to elderly people who are being discharged from hospital, and may help someone to keep living in their own home rather than moving into a care home.

Aftercare People who were previously detained in hospital under certain sections of the Mental Health Act will have their aftercare services provided free.

HSL Care provide a high quality personalised service for adults with a physical disability or learning disability.

Our services include: • One to one support at all times from our staff who are selected for their positive attitudes • Support in the home including personal care • Support to go to college / workplace • Support that enables people to take part in leisure activities of their choice in the community • Access our service by a local authority direct payment or self funding

www.hslcare.co.uk

0161 445 5320 28

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.

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.

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

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.

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.

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

• 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.

Support and advice for people living with mental illness.

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

• 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.

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.

Confidential support for people experiencing feelings of distress or despair.

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

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

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

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

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

29

If you’re looking for High Quality Mental Health and Rehabilitation services in Manchester...

At Equilibrium Healthcare, we offer a range of services to meet the needs of our service users and tenants. Our goal is to support, assist, nurture and develop the needs of all service users and tenants.

Independent Hospital

Independent Hospital

Care Home

Care Home

Supported Living Service

Therapeutic care and treatment for adult men and women with enduring mental health and or learning disability with complex needs. We can take people who may be informal or detained under the Mental Health Act 1983.

Specialist care and support for adult men with learning disabilities, complex needs, challenging behaviour and associated mental health problems-including autistic spectrum disorder. We can take people who may be informal or detained under the Mental Health Act 1983.

Specialises in the care of adult men and women who have a primary diagnosis of Young Onset Dementia, (though some may also show signs of other mental or physical illnesses).

Long-stay facility providing high quality nursing care and treatment for adults who have enduring mental health illness, with mild to moderate challenging behaviour / complex needs.

Supported Living Service offering a safe and homely environment with 24/7 support for adult men and women with a learning disability and or mental health diagnosis.

0161 219 1300

0161 257 2395

01625 417 397

0161 448 1851

0161 248 6796

www.equilibrium.healthcare.co.uk

For further information on our services contact: Equilibrium Healthcare Group Limited, Moston Grange, High Peak Street, Manchester M40 3AT

Tel: 0800 083 7870

Promoting well-being and influencing change Protea Care aims to ensure that people with mental ill health are treated as individuals, that they receive appropriate and individually tailored packages of care to support and meet their personal needs regardless of the severity of their needs, disability or background.

We specialise in:

• Mental ill health - Individuals with forensic history • Substance misuse - Drug and alcohol • Learning disabilities • Autism • Acquired brain injury • Dual diagnoses • Deaf and hearing difficulties • Challenging behaviour • Complex care needs For more information about Protea Care Support Services

Tel: 03330 117 554

Email: info@proteacare.co.uk 201-203 Moston Lane East, Manchester, M40 3HY 30

Equilibrium

Healthcare

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.

31

32

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.

Care Provider

Address

Area

Data correct with CQC - April 2015 33

Postcode

Telephone

CARE IN YOUR OWN HOME

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.

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.

Care Provider

Address

Area

Data correct with CQC - April 2015 34

Postcode

Telephone

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 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.

Choice of accommodation The law says that where the local authority is funding accommodation it must allow the person entering residential care to choose which care home they would prefer. Social services must first agree that the home is suitable for the person’s needs and that it would not cost more than they would normally pay for a home that would meet those needs. If the person chooses to go into a more expensive home, a relative or friend may be able to ‘top up’ the difference in cost.

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.

35

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

Olea Care

KNOW YOUR RIGHTS! As a resident in a care home, you should expect:

Caring homes where people come first

• The right to be treated politely and with dignity • The right to privacy for yourself, and your relatives and friends when they visit

Ole a Care offers f irst c l a ss a ccom modati on a nd spe ci a l i s e s in prov iding hig h qual i ty ca re to a dul ts i n M a nche ste r. I f yo u would like to discuss ou r se r vi ce or a r ra nge to vi ew ple a se conta ct u s.

Doves Nest Healt hca re 1 7- 19 Windsor Roa d M anchester M40 1Q Q 0161 681 7410 doves nest . co.uk

• The right to deal with your own finances and spend your money how you choose

Yo rkl e a 15-17 Yor k Roa d M a nch e ste r M 21 9H P 0161 862 9338 yo rkl e a . co . u k

• The right to eat food that's prepared in line with your faith, and to worship when and where you want to • The right to choose the food that you eat, and to be given the time and space to relax and enjoy your meal • The right to choose when you get up in the mornings and go to bed at night

T: 0161 947 0874

• The right to complain if you're unhappy with your care

W: oleacare.co.uk

Olea Care 15 Windsor Road Manchester M40 1QQ 36

RESIDENTIAL & NURSING CARE

Residential Homes

Address

Area

Postcode

OPENING SPRING 2016

Our new extra care development in the heart of Wythenshawe For more information visit www.wchg.org.uk or email customerenquiries@wchg.org.uk Data correct with CQC - April 2015 37

Telephone

RESIDENTIAL & NURSING CARE

Residential Homes

Nursing Homes

Address

Address

Area

Postcode

Telephone

Area

Postcode

Telephone

Caring homes where people come first Olea Care : 0161 947 0874 : www.oleacare.co.uk Data correct with CQC - April 2015 38

EXPRESSING COMPLAINTS & CONCERNS

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

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

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

The Patient Advice and Liaison Service may be contacted on: Telephone: 0161 276 8686

TREATMENT INCLUDING: GPs, Dentists, Pharmacies and Opticians

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.

Stage One: 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.

or in writing to: The Chief Executive, Trust Headquarters, Manchester Royal Infirmary, Oxford Road, Manchester M13 9WL

NHS England PO Box 16738, Redditch B97 9PT 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@cmft.nhs.uk

Supporting you if you have a complaint Manchester

We can explain the complaints procedures of service providers in our area or refer you to our Independent Complaints Advocacy service.

Telephone: 0161 236 9321 • Email:info@healthwatchmanchester.co.uk • www.healthwatchmanchester.co.uk

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EXPRESSING COMPLAINTS & CONCERNS

HOW TO COMPLAIN ABOUT ADULT SOCIAL CARE SERVICES?

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.

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 Manchester Council, you can raise any concerns by the following ways:

The General Medical Council.

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

You can raise any concerns by: Going online at: www.manchester.gov.uk Email: mcsreply@manchester.gov.uk Tel: 0161 234 5001 or SMS Text: 07860 003160

The Nursing and Midwifery Council.

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

HOW TO COMPLAIN ABOUT CHILDREN’S, YOUNG PEOPLE AND FAMILY SERVICES?

The General Dental Council.

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

Contact the Children’s Social Care Complaints, Customer Relations Team.

Customer Feedback Corporate Complaints Team PO Box 532, Town Hall, Manchester M60 2LA.

The General Optical Council.

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

Going online at: www.manchester.gov.uk Email: csfeedback@manchester.gov.uk Tel: 0161 234 3012 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.

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.

The General Osteopathic Council.

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

Care Quality Commission (CQC) The General Chiropractic Council.

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

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.

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.

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