Healthwatch North Lincolnshire

Your local spotlight on Health & Social Care

North Lincolnshire

North Lincolnshire Health & Social Care Signposting Directory

Issue 1

CONTENTS Healthwatch North Lincolnshire

Get Involved with Healthwatch North Lincolnshire

Healthwatch Advocacy

Free NHS Health Check

1

2

3–4

5–6

NHS - Know Your Rights

Your Clinical Commissioning Group Choosing a GP GP Surgeries

7–8

9 – 10

11

12

Pharmacies

Dentists, Opticians & Hearing Centres Personal Health Budgets

Advice on Funding for Healthcare

Advice on Funding for Social Care

Recognising Mental Health & Support Independent Living at Home Are you a Carer?

13 - 14

15 - 16 17

18

19 20 21

22

Care in your Own Home

Choosing between Residential, Nursing & Independent Living

Choosing the Right Care Home Residential Care

23 – 24

25 – 26

27 - 28

29

Nursing & Residential Care

30

Help & Advice

31 - 36

Disclaimer This Directory has been compiled to signpost you to health and social care providers throughout North Lincolnshire.

Whilst Healthwatch North Lincolnshire and Health & Care Publications Limited have taken every care in compiling this publication, Healthwatch North Lincolnshire and the publishers cannot accept responsibility for any inaccuracies contained herein. All listings are supplied via the Care Quality Commission (CQC) and NHS Choices websites. Neither Healthwatch North Lincolnshire nor Health & Care Publications Limited can be held responsible for any errors or omissions.

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 North Lincolnshire or Health & Care Publications Limited.

Please note that all advertisers are highlighted in bold throughout the directory.

Another quality publication by Health & Care Publications Limited

If you require extra copies of this directory or are interested in advertising in future editions please email Health & Care Publications on admin@healthcarepublications.org or visit www.hcpublications.org

HEALTHWATCH NORTH LINCOLNSHIRE About Healthwatch North Lincolnshire

Healthwatch is the consumer champion, or Watchdog, for health and social care. It exists in two distinctive forms - local Healthwatch, at local level and Healthwatch England, at national level.

The aim of Local Healthwatch is to give citizens and communities a stronger voice to influence and challenge how health and social care services are provided locally.

Healthwatch is independent and transparent - with the authority to demand action

Healthwatch North Lincolnshire has three principle parts: Information and signposting

What power does Healthwatch North Lincolnshire have?

We provide people with, or signpost people to information about local health and social care services and how to access them.

Healthwatch North Lincolnshire can request information from local organisations, commissioners and providers. They then have 20 working days to return the information requested.

The trained members of Healthwatch (staff or volunteers) are authorised to perform ‘Enter and View’. These are powers to go to a service unannounced or announced and have a look at the work/standards in that practice.

Engagement and outreach

We provide a ‘platform’ to enable people to share their views and concerns about their local health and social care services, helping to build a picture of where services are doing well and where they can be improved.

We ensure that the views and experiences of patients, carers and other service users are taken into account when services are planned and commissioned.

Healthwatch North Lincolnshire has worked very hard to create partnerships and collaborative relationships with local services and providers, in order to discuss issues openly and effectively.

Independent Complaints Advocacy

Once local people bring up an issue, it will be addressed by Healthwatch and the service provider/organisation together. Twenty working days is given to the organisation to respond as to how they will resolve the issue and improve. A report is then produced by Healthwatch and made public.

We provide people with information about what to do when they are unhappy with the service they received. This includes signposting to independent advocacy for NHS complaints.

In addition we:

The report will include recommendations both from the public involved in Healthwatch and the steps taken by the organisation concerned.

Service providers as well as health and social care organisations have a duty to the public to listen to issues that are brought forward and respond to/act upon them.

• Are able to alert Healthwatch England, or the Care Quality Commission (CQC), where appropriate, to concerns about specific care providers, health or social care matters.

North Lincolnshire

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GET INVOLVED WITH HEALTHWATCH NORTH LINCOLNSHIRE and requirements of the procedure. To conduct Enter and View Healthwatch North Lincolnshire volunteers must be authorised and trained.

Healthwatch North Lincolnshire will deliver to the Healthwatch England National Framework. All Enter and View representatives will have satisfactorily undergone a Disclosure and Barring Service (DBS) check.

Healthwatch North Lincolnshire have implemented a rigorous selection process which requires all members who wish to carry out Enter and View duties to complete the relevant training which covers the legislation and the code of conduct behind enter and view, personal conduct and communication skills, evidence gathering and reporting, diversity awareness and safeguarding responsibilities.

Why not come and join us as a Healthwatch North Lincolnshire volunteer?

Healthwatch North Lincolnshire recruits volunteers who want to make a real difference in the way that local health and social care services are run.

No qualifications are needed to become a volunteer with HWNL just an interest in your local health and social care services and a desire to ensure the voice of local people is heard.

If you are interested in becoming involved as a volunteer with Healthwatch North Lincolnshire then contact us:

Here are some of the areas that volunteers can get involved in:

• Publicising Healthwatch North Lincolnshire and collecting the public’s view through talking with people to help get the message across.

• Represent Healthwatch North Lincolnshire at information sessions and events.

• Visiting health and social care premises to gather information about the experiences of services users.

FREEPOST RTEX-LRCT-GTXZ Healthwatch North Lincolnshire Unit 25, Queensway Business Centre Dunlop Way, Scunthorpe DN16 3RN

Contact us by:

TELEPHONE Information & Signposting 01724 245999 NHS Complaints Advocacy 0808 802 3000 Office 01724 844986

Enter and View Representatives

Healthwatch North Lincolnshire (HWNL) are able under the provisions of the The Health and Social Care Act 2012 to undertake ‘Enter and View’ visits to premises which deliver health and social care services and are in receipt of public funds.

Enter and View is the one of the tools available to Healthwatch to find out people’s experiences of health and social care. Enter and view is not an inspection but instead involves authorised representatives entering settings where health and social care services are conducted, talking to patients, their families/carers and also staff in order to find out their views and experiences and to observe how well services are being delivered.

Healthwatch North Lincolnshire Volunteers undergo a recruitment and training programme to ensure that they are able to understand fully the rationale

EMAIL enquiries@healthwatchnorthlincolnshire.co.uk TWITTER @HealthwatchNL

FACEBOOK www.facebook.com/Healthwatch NorthLincolnshire

Or visit our website at www.healthwatchnorthlincolnshire.co.uk

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HEALTHWATCH ADVOCACY Healthwatch Advocacy helps people to make their NHS complaints

How does Advocacy work?

Healthwatch uses advocacy to help people make their complaint.

We can help if you feel you have not had the service you expect from the National Health Service (NHS) and want to complain.

Advocacy is a system that uses experienced workers to help people speak up for themselves and represent their own thoughts and feelings when things are difficult.

When your health care is provided by the NHS you are allowed to make a complaint using the NHS complaints process.

Our specially trained and experienced staff are known as Advocates.

An NHS complaint might include something that happened during care or treatment at:

• • • • • •

Because advocacy is about helping people to speak up for themselves, a Healthwatch Advocate will not tell you what to do or act on the wishes of others.

the hospital your General Practitioner (GP) the dentist the pharmacist the optician an NHS funded care home

Our Advocates are qualified and have many years of experience working within the NHS complaints process.

What is Healthwatch Advocacy?

What does a Healthwatch Advocate do to help?

Healthwatch Advocacy is the Independent Complaints Advocacy service.

Healthwatch Advocates will help you explore your options at every stage of your complaint and can give you information that can help you to decide what to do.

Healthwatch Advocacy provides practical support and information to people who want to make an NHS complaint.

Healthwatch Advocates work with you so that you feel confident to make a complaint.

This might mean giving information so you can pursue a complaint by yourself or giving you the support of an experienced worker who can help you to make your complaint.

Throughout the complaints process an Advocate might also do some or all of the following:

In this area Healthwatch Advocacy is provided by the Carers Federation.

• help you to compile all the issues you wish to raise in your complaint • help you to write letters to the right people • prepare you for meetings and go to these with you • answer questions to help you make decisions • give you the opportunity to speak confidentially to someone who is independent of the NHS • where possible we will meet you face-to-face to discuss your complaint • provide you with information about how the NHS complaints process works • help you to monitor the progress of your complaint with the organisation or individual responsible • help you to understand what you can expect to achieve from the NHS complaints process • put you in touch with other people or services that might be able to help you

We have directly supported over 27,000 people to make an NHS complaint in the last 5 years.

3

HEALTHWATCH ADVOCACY What if I only need information?

Not everyone needs the support of an Advocate to make their complaint. For example, some people just want to know how the complaint system works or know who they should send a letter of complaint to.

Healthwatch Advocacy is:

• Free • Independent of the NHS • Confidential

Everyone who contacts Healthwatch Advocacy for help with an NHS complaint is entitled to receive a free Self Help Information Pack.

Meeting your needs

The Self Help Information Pack includes: • a detailed booklet on how the complaints system works • information on how to access your medical records • guidance on how to put together your complaint letter • a leaflet containing useful addresses (including the General Medical Council and the Health Service Ombudsman)

Healthwatch Advocacy can adapt the way we communicate with you depending upon your needs.

This might include any of the following: • using an interpreter or translator • using alternative formats for written correspondence including larger prints, audio or braille • using British Sign Language (BSL) interpreters • We can also supply our current information in 20 languages.

This may be enough to make a complaint yourself.

Anybody who starts a complaint by themselves is entitled to contact Healthwatch Advocacy at any stage in the process for more information or to request the support of an Advocate.

If you have particular needs, please let us know what these are and we will do our best to meet them.

What next?

Can I complain on behalf of somebody else like a child, friend or relative?

You can get in touch: • if you want more information • if you want a Self Help Information Pack to help you make a complaint, or • if you want an Advocate to help you make an NHS complaint

You can complain on behalf of a child under 18 years if they are unable to make the complaint themselves. The organisation you are complaining to must be confident the child cannot complain themselves before they consider the complaint.

When are we open?

You can also make a complaint on behalf of a friend or relative but they will need to agree to this in writing.

Monday – Thursday 9am - 5pm Friday 9am - 4.30pm

Contact us

If you want to complain on behalf of someone who lacks mental capacity then it is usual that the organisation you are complaining to will check the patient’s mental capacity before responding.

Email: nlica@carersfederation.co.uk or visit: www.carersfederation.co.uk/icanl Tel: 0808 802 3000

North Lincolnshire Independent Complaints Advocacy

Unit 25, Queensway Business Centre, Dunlop Way, Scunthorpe, DN16 3RN

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 North Lincolnshire.

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 disease, stroke, diabetes, kidney disease 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?

But don’t these conditions run in the family?

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

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

• The check will take about 20-30 minutes

• You’ll be asked some simple questions.

For example, about your family history and choices which may put your health at risk

I know what I’m doing wrong.

How can the doctor help me?

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

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

• We’ll take your blood pressure

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

What happens after the check?

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

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

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

It is impossible to say that someone will or won’t go on to develop one of these conditions.But taking action now can help you lower your potential risk.

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

Will everyone have this check?

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

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

• Some people with raised blood pressure will have their kidneys checked through a blood test

• Some people may need to have another blood test to check for type 2 diabetes. Your health professional will be able to tell you more

• Treatment or medication may be prescribed to help you maintain your health

Helping you prevent heart disease, stroke, diabetes, kidney disease and dementia Please contact 01724 292170 to make an appointment or to find out where the team will be at a venue near you.

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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 North Lincolnshire 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 • 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 • We can register your concerns and provide information on making complaints • Pass on your reports of excellent services and care • If you need advocacy we can refer you to the Independent Complaints Advocacy (ICA)

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.

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.

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.

You have the right to receive NHS services free of charge, apart from certain limited exceptions sanctioned by Parliament.

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

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 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.

7

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.

NHS - KNOW YOUR RIGHTS You have the right to compensation where you have been harmed by negligent treatment.

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

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

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 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: (answerphone available) 01724 844986

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.

Information and signposting: 01724 245999

Write to us at: Healthwatch North Lincolnshire Unit 25, Queensway Business Centre Dunlop Way, Scunthorpe DN16 3RN

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

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.

Email us at: enquiries@healthwatchnorthlincolnshire.co.uk

Visit our website: www.healthwatchnorthlincolnshire.co.uk

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

You have the right to take your complaint to the independent Parliamentary and Health Service Ombudsman or Local Government Ombudsman, if you are not satisfied with the way your complaint has been dealt with by the NHS.

You have the right to make a claim for judicial review if you think you have been directly affected by an unlawful act or decision of an NHS body or local authority.

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YOUR CLINICAL COMMISSIONING GROUP North Lincolnshire Clinical Commissioning Group (CCG) is the NHS organisation responsible for designing, developing and buying local health services in the North Lincolnshire area.

CCGs have been introduced nationally as part of the government’s restructuring of the health services and will put local clinicians such as GPs and nurses in a position where they can develop the services their patients and local residents need. North Lincolnshire CCG is made up of GPs from the 20 practices within North Lincolnshire.

The primary role of the CCG is to assess the health needs of the North Lincolnshire population and make sure the correct high quaity services are in place. Of course it is also important all of this is done while staying within the financial budget set out by the government.

NHS North Lincolnshire Clinical Commissioning Group welcome feedback, positive or negative, about your experience of local NHS services as this helps us to improve services for patients.

North Lincolnshire CCG’s strategic aims are to:

We need to know if you, your relative or someone you care for, has not received a good service.

Please be assured that raising a concern or complaint will not affect your care or treatment in any way.

• Continue to improve the quality of services

• Reduce unwarranted variations in services

• Deliver the best outcomes for every patient

• Improve patient experience

If you are unhappy with the treatment or service you have received from NHS services, you have the right to make a complaint, have it looked into and receive a response. You can also raise your concerns immediately by speaking with the staff involved.

• Reduce the inequalities gap in North Lincolnshire

In order to achieve these we will:

• Increase effectiveness, efficiency and value for money

If you’re pleased with one of the services commissioned by the clinical commissioning group or wish to raise a concern or make a complaint, then please let us know by contacting us by phone, letter or email:

• Tackle waste & duplication across all areas of health care

• Use the evidence base when commissioning

• Review services and pathways to streamline them

Email: NLCCG.PALS@nhs.net Phone: 01652 251125 Address: Patient Relations, Health House, Grange Park Lane, Willerby, East Yorkshire, HU10 6DT

• Develop new and existing partnerships across practices and with other health and social care organisations to: - Join up services and build on strengths

North Lincolnshire Clinical Commissioning Group Health Place, Wrawby Road, Brigg North Lincolnshire DN20 8GS Tel: 01652 251000 E-mail: NLCCG.ContactUs@nhs.net

- Change culture

- Influence socio-economic factors - Support lifestyle changes

10

CHOOSING A GP Choosing a GP can seem a daunting task, especially if you have just moved into an area and don't know anything about the local health services. But there are some easy ways to find the doctor to suit you.

It's important to be registered with a doctor because you'll need them to refer you for specialist hospital and community treatment services.

A surgery may refuse an application to join its list of patients if:

You don't reside in the surgery area.

It has formally closed its list of patients, eg when a practice has more patients than it can deal with or not enough doctors - this is less common than it used to be.

If your application is refused, the surgery must write to you and give the reasons for this.

How do I find a surgery?

Most surgeries operate a fairly strict catchment area system, and only those who live within the area may be able to register.

This isn't to be awkward, but ensures a GP can visit a person at home in an emergency in reasonable time.

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

How do I register?

This is straightforward and far easier than most people realise. Simply take your NHS medical card along to your chosen surgery. You will then be asked to sign a registration form.

First raise it with the staff member concerned or the Practice Manager.

It may just be an issue of poor communication.

Ask at your practice for a copy of their Complaints process to follow.

Not all NHS trusts issue medical cards. If you don't have one, the receptionist will give you form GMS1 to fill in.

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.

Once you've completed and returned the forms, your local NHS will transfer your medical records to your new surgery and write to you to confirm your registration as a patient with the surgery.

Many surgeries ask a new patient to attend a ‘registration medical’ that checks your general health.

Write to NHS England PO Box 16738, Redditch, B97 9PT. Tel: 0300 311 22 33 Email: england.contactus@nhs.net

What if I can’t get an appointment?

If you can't get a doctor's appointment or have a non-urgent health problem or query, you can contact a nurse by ringing 111 at any time.

If you want to help improve services in your GP practice you can join a Patient Participation Group.

11

Ask at the practice for details of how to join yours.

GP SURGERIES Surgery

Address

Area

DATA CO RRECT WI TH NHS CHO I CES - DECEM B ER 2014

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Postcode

Telephone

PHARMACIES Pharmacy / Chemist

Area

Address

Postcode

Telephone

DATA CO RRECT WI TH NHS CHO I CES - DECEM B ER 2014

Make sure you have repeat prescriptions

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

Many of the calls to out of hours health services are for emergency repeat prescriptions when people have run out of their medication - a situation that could be avoided with some forethought and planning. By thinking ahead for your regular medication you are helping our busy out of hour’s doctors and nurses.

If you have the symptoms of a cough, cold, or think you’ve got the flu a pharmacist is the best place to go, as they can usually provide you with the help and information you need on the spot.

They can also offer help with healthy living issues such as losing weight or giving up smoking.

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

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

You can contact the General Pharmaceutical Council, either by email: concerns@pharmacyregulation.org or by post: Raising a concern, General Pharmaceutical Council, 129 Lambeth Road, London SE1 7BJ Tel: 020 3365 3603

For opening times and NHS SERVICES available from your Pharmacy Please scan the QR code with your smartphone or visit www.nhs.uk 13

PHARMACIES Pharmacy / Chemist

Area

Address

DATA CO RRECT WI TH NHS CHO I CES - DECEM B ER 2014

14

Postcode

Telephone

DENTISTS, OPTICIANS & HEARING CENTRES Dentist

Address

Area

Postcode

Telephone

Opticians

Address

Area

Postcode

Telephone

Hearing Centres

Address

Area

Postcode

Telephone

DATA CO RRECT WI TH NHS CHO I CES - DECEM B ER 2014

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NHS DENTAL CHARGES

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.

Band 1 course of treatment

£18.50

This covers an examination, diagnosis (eg X-rays), advice on how to prevent future problems, a scale and polish if needed, and application of fluoride varnish or fissure sealant. If you require urgent care, even if your urgent treatment needs more than one appointment to complete, you will only need to pay one Band 1 charge.

What your eye test will show

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

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

Band 2 course of treatment

£50.50

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

Diabetes, Macular Degeneration or Glaucoma

Your Sight Test

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

Band 3 course of treatment

£219.00

This covers everything listed in Bands 1 and 2 above, plus crowns, dentures and bridges.

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.

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PERSONAL HEALTH BUDGETS Personal health budgets

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

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

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

They have been piloted in a number of places across England and, from April 2014, anyone receiving NHS continuing healthcare will have a right to ask for a personal health budget.

Do I have to have a personal health budget?

What is a personal health budget?

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

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.

Together with your NHS team (such as a GP) you will develop a care plan. The plan sets out your personal health and wellbeing needs, the health outcomes you want to achieve, the amount of money in the budget and how you are going to spend it.

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

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

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

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

Key points

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

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

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

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

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

Who can have a personal health budget?

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

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ADVICE ON FUNDING FOR HEALTHCARE There are several options for funding care and finding out which ones apply to you can be complicated. These options depend on your need for care and support, as well as your personal and financial circumstances.

The main sources of support are the NHS and your local Social Services Department.

NHS care

The NHS is responsible for funding certain types of healthcare and equipment you may need. In some situations, the NHS is also responsible for meeting care needs. This is usually when someone’s need is mainly for healthcare rather than social care. NHS care could be provided in hospital but it can be in someone’s own home or elsewhere in the community.

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

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

NHS continuing healthcare

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

Nursing care

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

Intermediate care

Some people can be eligible for intermediate care from the NHS. This is provided on a short-term basis and is intended to help people to recover from an injury or illness, and stay independent.

Intermediate care is often provided to elderly people who are being discharged from hospital, and may help someone to keep living in their own home rather than moving into a care home.

Aftercare

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

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ADVICE ON FUNDING FOR SOCIAL CARE Direct payments

---If someone isn’t eligible for free care from the NHS, their main source of support will be social services. In this case, there are rules that determine whether or not they have to make a financial contribution. These rules vary depending on whether the care is provided in a care home or in their own home.

If you are assessed has needing community care services and qualify for social services funding they must offer you direct payments as an option.

If someone isn't able to manage their own direct payments, it's possible for another person to manage the direct payments on their behalf.

Local authority community care

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

If you or the person you're looking after has difficulty with their personal care, they should consider getting support from social services by having a community care assessment of their needs.

Your income (including any benefits) and capital will be taken into account when calculating whether you have to pay anything towards the care that you or they will receive.

It's important to know that if you receive a direct payment to pay a care worker or personal assistant, you become an employer and have legal responsibilities.

In some cases a person may have a mixed package of care, including some that is NHS-funded and some that is provided by social services, for which they may be charged.

Direct payments can be made to:

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

Normally, an assessment is carried out before a service can be provided by the social services department of a local authority. However, if the services are needed urgently, the local authority can provide a service without carrying out the assessment.

• Disabled parents for children’s services

• Carers aged 16 or over (including people with parental responsibility for a disabled child) • Elderly people who need community care services

The local authority uses the community care assessment to decide whether a person needs a community care service and, if they do, whether it can be provided by the local authority.

Choosing direct payments

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

The assessment considers what types of services are needed by the person being assessed.

A wide range of services could be needed, from aids and adaptations in the person's own home to care workers or residential care.

It's possible to try direct payments by asking social services for a direct payment for some of your support while you continue to get your other support directly from social services.

Where there are disputes about the process of the assessment or the care plan, there are ways that decisions can be challenged. For more information on challenging decisions, speak to your local Healthwatch team.

Direct payments can only be spent on things that will meet the assessed needs of the person getting them. If you spend a direct payment on something that doesn't meet your needs, social services can recover the money from you.

The local authority is obliged to carry out a community care assessment when they become aware that someone may be in need of community care services. This may mean that an assessment is offered even if you or the person you look after have not specifically requested one.

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

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To contact Enabling Support Team for an assessment, to be re-assessed or for further information please call 01724 297979

RECOGNISING MENTAL HEALTH & SUPPORT How your GP can help

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

You should make an appointment to see your GP if you've been feeling depressed for a few weeks or your anxiety is having an impact on your daily life, such as stopping you from going to work or shopping. Mental health services are free on the NHS, but you will usually need a referral from your GP to access them.

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 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.

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

Phone: 0300 123 3393 / 01724 279500 www.mind.org.uk

• 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.

• 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.

Support and advice for people living with mental illness.

Tel: 0300 5000 927 / 01724 852707 www.rethink.org

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 / 01724 860000 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.

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

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

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

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

Woodfield House, Tickhill Road Site, Weston Road, Balby, Doncaster, DN4 8QN Switchboard: 01302 796000 www.rdash.nhs.uk

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For information on local services contact the Healthwatch North Lincolnshire Information & Signposting team on: 01724 245999 or email: enquiries@healthwatchnorthlincolnshire.co.uk

INDEPENDENT LIVING AT HOME Suggestions for making life easy:

External Adaptations

• Handrail at front or rear entrance of dwelling • Provision of whirly clothes line or path leading to clothes line • Widening of paths around the property • Defining steps for people with visual impairments • Outdoor lighting • Paved areas for wheelchairs

General Internal Adaptations • • • •

Around one in five adults in the UK is disabled, and more than 1 million of those live alone. With the right support and facilities, leading an independent life with a physical or learning disability is now more achievable than ever.

• • • • • • •

Aids and Adaptations

If you or a member of your family has difficulty living in your home due to a long-term illness or disability, you may be able to get help by adapting your home to better meet your needs. You can apply to your local council for a disabled facilities grant. The grant helps you adapt your home to make it suitable for a disabled person. Depending on your income, you may need to pay towards the cost of the work to the property.

Kitchens and Bathrooms

• Lowering or replacement of high wall hung cupboards • Additional storage space in kitchen • Lowering of cooker mains switch • Installation of extractor fan with accessible controls • Level access shower • Overbath shower • Provision of non-slip/tactile surface • Provision of storage space for wheelchair • Ramps • Special baths • Special toilets • Step in shower • Widening doors for wheelchair access

You could get a grant from your council if you are disabled and need to make changes to your home, for example to: • Widen doors and install ramps

• Improve access to rooms and facilities - eg stairlifts or a downstairs bathroom

• Provide a heating system suitable for your needs

• Adapt heating or lighting controls to make them easier to use

Major Adaptations

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

Contact the Enabling Support Team on 01724 297979 about what difficulties you are having at home. They will send an occupational therapist to carry out an assessment and provide advice on which equipment or housing adaptation needs suit you best.

Additional stair rail Changing door knobs to lever handles Lowering of Yale locks Re-siting of electrical sockets at a convenient level Additional power points Provision of intercom & door unlock systems Provision of rocker light switches Adjustments to or additional lighting Relocation of clothes hanging rails Accessible window openings Provision of letter cages or delivery shelves in entrance hall

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• Bathroom extensions (ground floor showers & W.C’s) • Bedroom extensions • Hardstandings • Major internal rearrangements • Re-design or re-organisation of existing kitchen • Stairlifts • Vertical through floor lifts

ARE YOU A CARER? If you are a carer of a person living in North Lincolnshire, the Carer’s Support Centre can help you with:

A carer is anybody who looks after a family member, partner or friend who needs help because of their illness, frailty or disability. All the care they give is unpaid and about one in ten of us is a carer. Many carers don't see themselves as carers and it takes carers an average of two years to acknowledge their role as a carer.

CARERS SUPPORT

The Carers' Support Centre is here to help support Carers in North Lincolnshire.

It can be difficult for carers to see their caring role as separate from the relationship they have with the person they care for, whether they are a parent, son, daughter, sibling or friend and many people do not see themselves as carers. They simply may think of themselves as a friend or family of the person they care for.

They offer: • Information, Emotional and practical support, Carer groups and social activities • Counselling, Friendship and visiting, Home care, Personal budget management • Lifelong learning, Someone to speak on your behalf, Support when caring ends • Training for Carers, Relaxation treatments

It is because of this that they often don’t realise that there is help available to them as well, such as how to get: • Assessments • Direct payments • Home care • Housing adaptations • Funding for short breaks or respite

They can give advice and information on: • Income and benefits, Leisure and holidays, • Local voluntary and community organisations, Health issues • Peronalisation and personal budgets, Specific illnesses • Mobility and daily living aids, Local authority and health care services • Respite and home-based care, Carer's Needs Assessments

Some carers can suffer from poor health because of the demands of their caring role. For example, back pain can result from lifting or moving the person being cared for. It may also be difficult to maintain a healthy diet and exercise routine while caring. Without the right support, being a carer can be an extremely stressful role.

They are open: Mondays to Thursdays: 8.00am to 7.00pm (for visitors); 8.00am to 8.00pm (for telephone enquiries) Fridays: 8.00am to 6.00pm (for visitors and telephone enquiries) Saturdays and Sundays: 10.00am to 4.00pm (for telephone enquiries only) They are closed on Bank Holidays.

• Ask for help: We all need help from time to time and carers are no exception. Help is out there, you only need to ask!

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

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

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

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

They can be contacted via:

Carers' Support Centre, Jessie Wilcox House, 11 Redcombe Lane, Brigg, North Lincolnshire DN20 8AU Tel: 01652 650585 (Main Office) or 01652 601973 Ideal Community Care Solutions (Home Care) E-mail: info@carerssupportcentre.com

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CARE IN YOUR OWN HOME Home care isn’t for everyone but frequent visits from carers and a few home modifications can help you retain your home comforts and independence.

Receiving care in your home is an increasingly common alternative to staying in hospital or moving into a care home. Depending on your needs, you can receive help and support that allows you to stay in your own home as long as possible. Not only do you avoid any upheaval and stay in familiar surroundings, it can also be a more economical alternative to residential care.

How much you have to pay will depend on: • Your health and mobility • What level of help and support you require • The value of your assets

What home care services are available?

• Regular visits from home care workers to help with daily tasks and personal care • Meals delivered to your home • Equipment and home modifications to help with mobility and accessibility, such as getting in and out of the bath, and getting up and down stairs • Personal fall and panic alarms that are monitored around the clock • Support for health needs, such as incontinence • Day care and transport to take you there • Gardening and handyman services

If you only need a few hours help a day and your house can be adapted to your needs, care at home may be the most practical and cost-effective solution.

Your local authority may pay some or all the costs, but you might also have to pay for all the services yourself. Make sure you claim all the benefits you’re entitled to – Attendance Allowance and Disability Living Allowance (or Personal Independence Payment) are the most common.

Care Provider

Address

Area

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Postcode

Telephone

Carers Direct Helpline

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

0300 123 1053

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CHOOSING BETWEEN RESIDENTIAL, Adults aged 18-65

There are many types of residential care homes available. These include permanent care homes for older people, homes for younger adults with disabilities and homes for children. They may be privately owned or run by the voluntary sector or local authorities. You may want to consider in detail the many options for residential care before you make a decision.

There are also residential care homes that provide care and support for younger adults with, for example, severe physical disabilities, learning disabilities, acquired brain injury, progressive neurological conditions or mental health problems.

Care can be provided for adults with more than one condition and some homes have expertise in providing care for adults with alcohol or drug dependency.

Older people

Care homes for older people may provide personal care or nursing care. A care home which is registered to provide personal care will offer support, ensuring that basic personal needs, such as meals, bathing, going to the toilet and medication, are taken care of. In some homes more able residents have greater independence and take care of many of their own needs.Some residents may need medical care and some care homes are registered to provide this. These are often referred to as nursing homes. Some homes specialise in certain types of disability, for example, dementia.

These homes offer permanent residence or provide care for a temporary period until the adult is able to live independently or move to a different type of accommodation.

Choosing between residential care and independent living

Social services normally encourage younger adults who they assess for support to be as independent as their circumstances allow. The care plan for adults with disabilities will consider what independent tasks they can carry out and how they can be helped to achieve more. Even if adults have very severe disabilities their needs are reviewed from time to time to check whether residential care or a very high level of support is still appropriate.Supported living may be an option for younger adults. This allows people to live independently in the community but with basic support. The support offered includes help with setting up a home and managing finances, and assistance with cleaning and shopping.

For older people there are various alternatives to residential care. These include sheltered housing and extra care housing schemes, which offer independence with an increased level of care and support.

For many people there is also the choice of living independently at home with community care support.

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NURSING & INDEPENDENT LIVING Choice of accommodation

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

Choosing a care home

Care homes may be arranged through the local authority but many people will want to arrange them independently. It is a good idea to visit several homes before making a choice. Make sure you spend enough time in each home to get a good idea of what it is like.

Respite and short term stays

Residential care home stays don't necessarily have to be permanent. Temporary stays can be arranged for respite care (in which you take a break from caring for somebody else), or as a trial period before a permanent stay.

Temporary stays can give you flexibility when covering unexpected events, such as:

• Palliative care (which manages or reduces pain) after a hospital stay or illness • Support for newly disabled people and their carers • Enabling someone to continue living independently if they live alone and suddenly require care • Giving someone a chance to try potential future homes

What your choices are

A list of all nursing and residential care homes within your locality can be found on the following pages. Every care home in England must be registered with the national regulatory body Care Quality Commission (CQC).

They inspect each care home on a regular basis and write an inspection report for you to read. It is advisable to read this report before making a final decision.

To check up-to-date information on the Nursing and Residential care homes within your locality visit www.cqc.org.uk or scan the QR CODE WITH YOUR SMARTPHONE

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CHOOSING THE RIGHT CARE HOME All care homes vary in their quality, and it can be hard to know what qualities to look for when choosing a home.

A bad care home might do the following: • Have a code of practice and a set of aims, but doesn’t make them a priority

A good care home will probably do the following:

• Offers little opportunity to listen to residents, with most decisions made by staff

• Have residents’ care plans that are out of date, and don’t reflect their needs accurately. This means that some residents aren't getting the support they need with their healthcare and personal care

• Offer new residents and their families or carers a guide (in a variety of accessible formats) describing what they can expect while they’re living there. Ideally, residents of the home would have helped to produce the guide

• Give residents little privacy. Staff often enter residents’ rooms without knocking, and they talk about residents within earshot of other people

• Have a majority of staff who've worked there for a long time. They know the residents well, and are friendly, supportive and respectful

• Have staff who don’t make an effort to interact with residents, and leave them sitting in front of the TV all day

• Involve residents, carers and their families in decision making, perhaps through regular meetings with staff

• Be in a poorly maintained building, with rooms that all look the same and have little choice in furnishings

• Support residents in doing things for themselves and maximising their independence, including keeping contact with the outside community

• Need cleaning, with shared bathrooms that aren't cleaned regularly

• Offer a choice of tasty and nutritious food, which residents may have helped to prepare

• Deny residents their independence, for example, by not allowing someone to feed themselves because it takes too long

• Take into account the needs and wishes of all residents, and provide a variety of leisure and social activities

As a resident in a care home, you should expect: • The right to be treated politely and with dignity

• Be in a clean, bright and hygienic environment that's been adapted appropriately for residents, with single bedrooms available. A good environment encourages residents to personalise their room

• The right to privacy for yourself, and your relatives and friends when they visit

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

• The right to eat food that's prepared in line with your faith, and to worship when and where you want to

• Have staff who respect residents’ privacy and knock before they enter someone’s room

• Be staffed by well-trained people, for example, nurses trained in dementia care

• The right to choose the food that you eat, and to be given the time and space to relax and enjoy your meal

• Respect residents’ modesty and make sure that they look respectable, while recognising residents’ choice about what they wear

• The right to choose when you get up in the mornings and go to bed at night

• Be accredited under the Gold Standards Framework for end of life care

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

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RESIDENTIAL CARE Residential Homes

Address

Area

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Postcode

Telephone

NURSING & RESIDENTIAL CARE Residential & Nursing Homes

Address

Area

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Postcode

Telephone

HELP & ADVICE AGE UK

Barton Office: 31 High Street, Barton upon Humber, North Lincolnshire, DN18 5PD Tel: 01652 631411 Opening times: Monday to Wednesday 9am – 3.30pm Scunthorpe Office: 34a Crosby Road, Scunthorpe, DN15 6SF Please note that the entrance is on Wells Street, opposite Riley’s Pool Hall.

Tel: 01724 747600 Opening times: Monday to Friday 10am – 3.30pm Website: www.ageuk.org.uk/northlincolnshire

ALZHEIMER’S SOCIETY

Providing an information service to people with dementia and their families.

Suite 21, Queensway Business Centre, Dunlop Way, Queensway Industrial Estate, Scunthorpe, Lincolnshire, DN16 3RN Tel: 01724 848594 Website: www.alzheimers.org.uk/scunthorpe

ARTHRITIS CARE

Scunthorpe Branch meet last Monday of the month at 7pm, at the Community Wellbeing Hub, Alvingham Road, Scunthorpe, DN16 2DP.

Hydropool (half hour) sessions available on Wednesdays after school in St Hugh’s School pool Bushfield Road, also a Thursday at 12.15pm. For more information contact Margaret on 01724 782238 or 01724 735262.

BLUE DOOR

The Blue Door, a charity which helps victims of abuse and sexual violence. The Blue Door is a centre specifically for women in North Lincolnshire although it does help males.

26-28 Laneham Street, Scunthorpe, North Lincolnshire, DN15 6PB. Tel: 0800 197 4787

Grimsby and Scunthorpe Rape Crisis Limited and The It’s My Right Service The Blue Door, Laneham Street, Scunthorpe Registered Company Number 4459867 Registered Charity Number 1099502

CARER’S FEDERATION

The Carers Federation, a company limited by guarantee, was established in 1992 as a small local charity and has grown steadily to become an organisation which works throughout England. We provide a diverse range of services that range in size and complexity and have a national reputation for the excellence of our work.

Our commitment to continuous improvement operates within the framework of ISO9000:2008 and will remain crucial to our future service development and delivery.

Website: www.carersfederation.co.uk 31

HELP & ADVICE CLOVERLEAF

Offer independent, one-to-one advocacy support for people with mental health needs (including Independent Mental Health Advocacy (IMHA)), people with learning disabilities, physical or sensory impairment, people on the autistic spectrum and older people. We also provide the Independent Mental Capacity Advocacy Service (IMCA) for the area and the Relevant Person's Representative Role (RPR) under the Deprivation of Liberty Safeguards (DOLS).

Central Community Centre, Lindum Street, Scunthorpe, DN15 6QU

Tel: 01724 854952 • Email: northlincs@cloverleaf-advocacy.co.uk

CONNECT TO SUPPORT NORTH LINCOLNSHIRE

A website resource providing information about care and support to live independently or find care services. www.connecttosupport.org/northlincs

CROSBY COMMUNITY ASSOCIATION

CROSBY COMMUNITY ASSOCIATION

Registered charity founded in 1994, offers a range of advice and information for the local community. Casework in debt, housing and welfare benefits.

Representation at tribunals. Open daily between 9am and 5pm. Outreach service in Barton upon Humber.

105-107 Frodingham Rd, Scunthorpe DN15 7JT • Tel: 01724 330022 Email: reception@crosbycom.org.uk

SCUNTHORPE AND DISTRICT CITIZENS ADVICE BUREAU

Operates a gateway assessment and general advice service based at 12 Oswald Road, Scunthorpe for walk-in clients and appointments. Specialist employment advice and money advice along with representation at tribunals and at court is also offered. We also run weekly outreaches at various locations throughout the North Lincolnshire area.

12 Oswald Road, Scunthorpe, North Lincolnshire DN15 7PT Tel: 01724 870941 - Information line Tel: 01724 878090 - Gateway Assessment Telephone Line (this line is only answered during sessions times listed below)

Advice Sessions: Mon: 09.15 - 12.00 and 13.00 - 16.00 - Gateway assessment (am) Generalist advice appointments (pm) Tue: 09.15 - 12.00 and 13.00 - 16.00 Gateway assessment (am) Debt casework (all day) Immigration casework (pm) Wed: 09.15 - 12.00 and 13.00 - 16.00 Generalist advice appointments (am) Debt casework (pm) Immigration casework (pm) Thu: 09.15 - 12.00 and 13.00 - 16.00 Generalist advice appointments (all day) Debt casework (all day) Fri: 09.15 - 12.00 and 13.00 - 16.00 Generalist advice appointments (am) Debt casework (pm) CAB offices also in Ashby, Barton, Brigg, Crowle, Westcliffe and Winterton, see website for more details www.scunthorpecab.org.uk 32

HELP & ADVICE CRUSE BEREAVEMENT

Cruse Bereavement Care is here to support people after the death of someone close. Face-to-face and group support is delivered by trained bereavement support volunteers.

105-107 Frodingham Rd, Scunthorpe, DN15 7JT Tel: 01724 281178

EMPATHY

Support for families, friends, partners and carers of drug and alcohol users. Offers direct access, counselling, one to one, weekly group sessions, outreach, mediation and signposting.

29a Oswald Road, Scunthorpe, DN15 7PN • Tel: 01724 488535 24 hour helpline: 07592 395127 • Email: empathy.nthlincs@gmail.com www.empathysupport.co.uk

FORESIGHT

A day centre offering care services for adults with learning disabilities. The day centre is based at 45 Minster Road (Scunthorpe) and is open Monday to Friday 10am to 3pm.

For further information and details of charges contact 01724 271381.

FOOD BANKS

Scunthorpe Scunthorpe Baptist Church: Ashby Road, Scunthorpe, DN16 1NR Monday: 1.00 pm to 2.30 pm / Thursday: 1.00 pm to 2.30 pm For enquiries please contact: foodbank@scunthorpebaptist.co.uk Tel: 01724 848388

Barton Trinity Methodist Church, Holydyke, Barton (Vestry Lane Entrance) Further details about volunteering, donating or needing help from Margaret Siddall (Secretary) 01652 632512

Open to voucher holders only every Tuesday and Friday 2pm to 4pm Vouchers available locally, for those eligible, from:Barton, Brigg & Winterton Childrens’ Centres; The Knotted Note; Age UK; Barton Link Office; Job Centre Plus; Winterton Resource Centre; Childrens’ Intensive Team & Health Visitors (both based next to the Willows); Citizens’Advice Bureau; North Lincs Homes; Humbercare.

THE FORGE

THE FORGE

The Forge Project are passionate about reducing the impact of poverty and homelessness in Scunthorpe and the surrounding areas. The Day Centre offers warm nutritious meals four days a week and a befriending service and whoever attends the project is guaranteed a warm welcome by people who care. As well as food, warmth and a friendly atmosphere our Day Centre staff provide support, signposting and referral to appropriate agencies as and where required.

Cottage Beck Road, Scunthorpe, North Lincolnshire, DN16 1UB. Tel: 01724 276742 • E-mail: talktous@theforgeproject.co.uk 33

HELP & ADVICE LINDSEY BLIND SOCIETY

Aim is to enhance the quality of life for blind, partially sighted and visually impaired people whatever their age or personal circumstances in life.

They give practical help and assistance to people who are blind, partially sighted or visually impaired. People do not have to be registered with a visual impairment, or even have a referral from a doctor or optometrist. Anyone can telephone, call in to see us in person or write to us. We serve North and North East Lincolnshire, East and West Lindsey and Lincoln City. Lincoln and Lindsey Blind Society is an independent voluntary organisation; if you are experiencing sight loss, we are here to support you.

Lincoln and Lindsey Blind Society Bradbury House, Ramsgate, Louth, LN11 0NB Tel: 01507 605604 • Fax: 01507 608802 • E-mail: info@llbs.co.uk

LINDSEY LODGE HOSPICE

Every year Lindsey Lodge Hospice cares for and supports hundreds of patients from the North Lincolnshire area with life limiting conditions such as cancer and their families. Hospice care is provided free of charge, but is not free of cost and relies heavily on the generosity of people who fundraise for the charity.

Burringham Road, Scunthorpe, North Lincolnshire, DN17 2AA. Tel: 01724 270835 Our general email is: enquiries@lindseylodgehospice.org.uk

MACMILLAN

Cancer is one of the toughest fights anyone might have to face. But Macmillan are there to help and support people diagnosed with cancer every step of the way.

The Macmillan Information Centre (Queen's Centre) is in Scunthorpe General Hospital (Church Lane Entrance), Cliff Gardens, Scunthorpe, DN15 7BH They are open Monday’s to Friday’s 9.30am to 4pm (not Bank Holidays).

There is a central telephone line for all enquiries. The line is supported by an answer machine.

Tel: 01724 387878

The national Macmillan Support Line is 0808 808 00 00 (Freephone number), or visit www.macmillan.org.uk

MAGIC MOMENTS

A registered charity founded in 2002 by Pat Ebbs who was disheartened by the lack of local funding and support for children with autism and asperger’s syndrome.

Magic Moments raises funds to send children and their families and carers In North Lincolnshire and East Yorkshire on day trips, short breaks and holidays. Magic Moments is also there to offer support to families and allow the siblings of Autistic Kids to, for a short while, to have a taste of normal childhood.

1 Market Hill, Scunthorpe, DN15 6SS. Tel: 01724 848683.

Email: MM4AK@hotmail.com Website: magicmoments4autistickids.org.uk 34

HELP & ADVICE MENCAP

A national charity which provides services for people with a learning disability, their families and carers.

www.mencap.org.uk

SCUNTHORPE & DISTRICT MIND

Local branch of the national charity MIND. Mind strive to ensure anyone affected by a mental health problem has somewhere to turn for support and respect.

Series of programmes available locally including Wellness Recovery Action Programme (WRAP), Mental Health First Aid, Coping with life courses, VOICE of the service users (hold regular meetings), Peer support and other helpful training available.

VOICE meetings are every Tuesday from 10:30am to 12:30pm at the peer support centre.

Printers Yard, Fenton Street, Scunthorpe, DN15 6QX Tel: 01724 279500 Email: info@sdmind.org.uk www.sdmind.co.uk

SOUNDS RIGHT

Working with people with hearing loss. Run regular Sign Language Training.

c/o 51 Bottesford Avenue, Scunthorpe, Ashby, Scunthorpe, DN16 3EN Voicemail / Fax: 01724 851501 • Email: secretary@sounds-right.org.uk

RETHINK

Amanda Cowling Volunteer Support Worker email address: acowling@ntlworld.com The group meet once a month 1st Thursday every month at St Bernadette’s, Ashby 7pm-9pm.

Office: 01724 852707 • Email: Jessica.burnett@rethink.org

SAMARITANS

National helpline: 08457 909090 • Local office: 01724 860000 Email: jo@samaritans.org

Scunthorpe branch: Lyndum House 2 Lindum Street Scunthorpe North Lincolnshire DN15 6QU You can call in to talk to a trained volunteer whenever our visitors door is open.

Ring the doorbell and we will answer asap: Monday – Wednesday 1.30pm - 10.00pm Thursday - 7.30pm - 10.00pm Friday - 1.30pm - 4.00pm and 7.30pm - 10.00pm Sunday - 1.30pm - 4.00pm 35

HELP & ADVICE STROKE ASSOCIATION

TALKING NEWSPAPER

Information advice and support service helps stroke survivors and their families prepare for the changes after stroke. Information, practical advice and emotional support.

Communication Support Service supports stroke survivors with asphasia and difficulty in using language. Contact Sally Darley e: sally.darley@stroke.org.uk 80a Oswald Road, Scunthorpe, DN15 7PAT: 017224 850813. Stroke Association is a Company Limited by Guarantee, registered in England and Wales (No 61274).

Registered office: Stroke Association 240 City Road, London, EC1V 2PR.

TALKING NEWSPAPER

Provides local news on tape and CD to partially sighted and visually impaired people across North Lincolnshire.

19 Henry Street, Scunthorpe, North Lincolnshire, DNI5 7QG Tel: 01724 840211

VOLUNTARY – NETWORK EMPOWERMENT WOMEN’S GROUP

A forum for women in North Lincolnshire to meet, talk and share their experiences without fear of discrimination or intimidation. A free self help support group and support network for women in North Lincolnshire.

For Further details contact Farzana on: 07789 638478 Email: VNews.ladies@gmail.com

WESTCLIFF DROP-IN CENTRE

Community led organisation, vision is for a thriving, united, joyful community filled with inspiration; where all residents have the opportunities and confidence to prosper and lead happy and healthy lives. Providing advocacy support, debt advice, training and volunteer opportunities.

12 The Precinct, Westcliff, Scunthorpe, North Lincolnshire DN17 1PS Tel: 01724 861565 Email: westcliff-dic@btconnect.com

NORTH LINCS COMMUNITY ALCOHOL SERVICE

You can access help and advice immediately by visiting our drop-in centre (no appointments or referrals needed). We are open for people who want help to deal with their alcohol or drug problems and for family members or close friends who need support. We also provide direct access in Barton at ‘The Knotted Note” community venue.

No appointment is needed just drop in to: 86 Oswald Road Scunthorpe DN15 7PA between 10.00 and 12.00 Monday to Friday or use the evening opening on a Wednesday between 5.00pm and 7.00pm or, phone 01724 852675

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North Lincolnshire