Your local spotlight on Health & Social Care services in the Rochdale Borough
Rochdale
Health & Social Care Signposting Directory Rochdale Borough
Issue 1
To find out more about care and support and how you may benefit from the changes visit: www.gov.uk/government/publications/care-act-2014-part-1-factsheets
CONTENTS Healthwatch Rochdale Get Involved Key Priorities for Healthwatch Rochdale NHS - Know Your Rights Free NHS Health Check The Care Act: What’s Changing & What’s Happening Common Health Complaints Living Well Rochdale Patient Choice of GP Practices GP & GPs Surgeries in Rochdale Pharmacies in Rochdale Dentists & Opticians in Rochdale Link4Life Rochdale Social Care & Independent Living Personal Health Budgets Rochdale Boroughwide Housing (RBH) Recognising Mental Health & Support Recongnising Dementia Are You A Carer Care in Your Own Home in Rochdale Choosing Residential Care in Rochdale Residential & Nursing Care in Rochdale Expressing Concerns & Complaints
1-2 3 4 5-6 7-8 9 - 10 11 - 12 13 - 14 15 16 17 18 19 - 20 21 - 23 24 25 - 26 27 28 29 -30 31 - 32 33 34 35 - 36
Disclaimer This Directory has been compiled to signpost primary health and social care providers throughout Rochdale Borough. 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 Rochdale nor HealthCare Publications can be held responsible for any errors or omissions. All signposting services are up to date as of June 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 ROCHDALE Our strategic priorities Healthwatch Rochdale is here to make Health and Social Care services better for ordinary people. We believe that the best way to do this is by designing local services around their needs and experiences.
1. Addressing current concerns with health and social care services
Through evidence provided by the general public and using information from local organisations, we will identify trends and areas of concern within the Rochdale Borough. Where there are significant issues or long-term problems we will take action and put forward recommendations across health and social care services.
We campaign to ensure that people’s concerns are not only listened to but valued as a way to improve services.
Healthwatch Rochdale gives the opportunity for residents of the Borough to have a powerful voice locally and nationally. At a local level, Healthwatch Rochdale will work to help people living in the Borough of Rochdale to get the best out of their Health and Social Care services, whether it’s improving them today or helping to shape them for tomorrow.
2. Ensuring that future services are developed to meet people’s needs and are shaped by the people who will use them
Healthwatch Rochdale is the public’s voice and we promote the value the general public could have, to shape delivery and design of local services. Not just people who use them now, but anyone who might need to in future.
Our vision • Provide an opportunity for people living in the Borough of Rochdale to be involved in local and national Health and Social Care issues. • Become the single point of contact for members of all communities who need information and advice about Health and Social Care services.
Major changes in services are currently underway in our local communities. Personalised budgets and patient choice also mean that individuals are responsible for making more decisions about their care.
Healthwatch Rochdale reports monthly on the public’s views and experiences of health and social care services through the Activity Report, which is shared with Service Users, Rochdale Metropolitan Borough Council (RMBC), Heywood Middleton Rochdale Clinical Commissioning Group (HMR CCG) and other organisations including Healthwatch England.
3. Ensuring we are an effective and efficient organisation
• Help individuals to help themselves whilst providing any additional help needed to understand and access the support available. • Be recognised and trusted by the local community, to ensure they feel confident that in sharing any views, concerns and experiences, both positive and negative, they can help to make a difference. • Build strong relationships with other organisations and networks and ensure that those who make decisions on health and social care services are aware of local views and concerns. • Maximise the use of the input and expertise of volunteers.
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This is core to our organisation. The major part of this work is investing in our staff and Board Members and ensuring they have the skills and processes in place to make an effective contribution. We also support the Board Members to work across the Rochdale Borough in a way that secures input and engagement from the public.
We respond to public enquiries in a timely and effective way and ensure that where we cannot deal with someone’s concern, they are signposted on to the right organisation who can. We carefully monitor our use of financial and human resources to ensure we are cost effective and evaluate our own contribution and that of the wider network to ensure we constantly learn and adapt.
HEALTHWATCH ROCHDALE
Engaging with people who use Health and Social Care services
You have the right
Understanding people’s experiences
to be involved in decisions that affect your life and those affecting services in your local community
Healthwatch Rochdale’s statutory role is to gather and understand people’s experiences of health and social care. The way we carry out this includes: • Regular drop in sessions which are held at various location around the Borough. Healthwatch Rochdale visits each township on a monthly basis.
Helping people get what they need from local Health and Social Care services
• Outreach sessions are used on a monthly basis to engage with communities across the Borough who might not have access or knowledge of our services.
Signposting and providing information to the general public around Health and Social Care service is a statutory role of Healthwatch Rochdale. The signposting element of the role allows the public to access information about local services and helps them to navigate the Health and Social Care system.
Enter & View Healthwatch Rochdale has the statutory power to Enter & View any Health or Social Care service (excluding children’s services) to access people who receive care under that service.
Healthwatch Rochdale has a favourable working relationship with numerous organisations within the Rochdale Borough, allowing the team to ensure that the general public are signposted to the correct service for their needs.
We can ask people what their views are on the provision they are receiving. We will only do this if we have enough evidence from the general public in the Rochdale Borough. Healthwatch Rochdale has not undertaken an Enter and View activity to date.
Healthwatch Rochdale’s information and signposting service can be accessed via: • Contacting the Healthwatch Rochdale team on their direct line: - 01706 249575
The decision of when to use Enter & View is detailed in the Escalation policy.
• Through the online form which can be accessed via the Healthwatch Rochdale website www.healthwatchrochdale.org.uk • Through Healthwatch Rochdale’s Twitter (@HWRochdale) and Facebook (Healthwatch Rochdale) accounts which are updated daily with current information Healthwatch Rochdale holds an Independent Complaints Advocacy (ICA) service on a fortnightly basis which provides practical support and information to people who want to make an NHS Complaint. This might mean giving information so a person could pursue a complaint by themselves or give them the support of an experienced ICA Advocate, who can help them make their complaint
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GET INVOLVED How we involve lay people and volunteers
Talk to us Have your say about the local health and social care services in your area. The more detail you can give us, the better we will be able to understand the issues. Healthwatch Rochdale wants to know about good practices as well as bad so that they can be encouraged.
Our Volunteering Strategy lays out how we endeavour to recruit volunteers from around the many diverse communities and localities around the Borough of Rochdale. All volunteers go through an induction process to ensure they are clear about the role of Healthwatch Rochdale as well as their individual roles and how these fit into the team as a whole.
Every voice counts Every voice counts when it comes to shaping the furture of services and improving them.
A variety of opportunities ensures that Healthwatch Rochdale are able to recruit volunteers with a wide range of interests.
Please tell us: 1. Are you happy with the health and social care services your are receiving?
Opportunities include; Engagement Support, Involvers, Administration, Audio & Podcast, Marketing & Publicity, Enter & View and Focus Groups.
2. Do you have a relative or a friend living in a care home? Are they/you happy with the care they are receiving? 3. Can you get an appointment with your GP (Doctor) when you need to?
For more information visit www.healthwatchrochdale.org.uk or call the office to discuss on 01706 249 575.
4. Have you had to stay in hospital recently? If so, what was your experience like? 5. Do you or a relative suffer from a long term illness; are you/they happy with the help and support you/they are receiving? 6. Do you know what services are available and how to choose the right one? 7. If you could wave a magic wand to fix one thing in health and social care services what would it be? With your support Healthwatch Rochdale can make a difference to the quality of local health and social care services.
You can do this by using our Online Feedback form which can be found on our website www.healthwatchrochdale.org.uk/ content/speak-out We will not share your personal information with any third parties without your consent.
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KEY PRIORITIES FOR HEALTHWATCH ROCHDALE This year’s Key Priorities for Healthwatch Rochdale • BME - Raise awareness & gather feedback through events, stalls and various community groups • Children – Children’s Centre’s project. Raise awareness and gather feedback from children and parents living in the Rochdale Borough on Health and Social Care services they are using. • Mental Health- Raise awareness & gather feedback through events, stalls and various community groups • Older people- Care Homes. Build relationships with staff at the care homes, raise awareness of the role of Healthwatch gather feedback from staff, residents and family members.
How to Contact Healthwatch Rochdale Opening Times: Monday to Friday 10.00am - 4.00pm Telephone: 01706 249 575 Address: The Lodge, Arrow Mill Queensway, Rochdale OL11 2YW Email: info@healthwatchrochdale.org.uk Visit us: www.healthwatchrochdale.org.uk
• Youth – Hopwood Hall College, sixth form’s, statutory agencies and Voluntary and Community Sector Groups working with young people - Working in partnership to raise awareness of Healthwatch and gather feedback from service users. Healthwatch Rochdale key priorities are selected with the below factors considered: • Council’s expectations • Local Matters • National Trends • Rochdale Borough’s Health Needs (Joint Strategic Needs Assessment) • Ongoing workloads The work plan and key priorities are approved by Healthwatch Rochdale Board members.
Our Healthwatch Team (from left to right)
Kate Jones
(Chief Executive Officer)
Jacqueline Bestley
(Community Engagement Officer)
Elaine Grace
(Community Engagement Officer)
Alex Leach
(Research and Information Officer)
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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 Rochdale 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. 5
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 Rochdale 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: 01706 249575
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 Rochdale The Lodge, Arrow Mill Queensway, Rochdale OL11 2YW
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@healthwatchrochdale.org.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.healthwatchrochdale.org.uk
You have the right to be kept informed of progress and to know the outcome of any investigation into your complaint, including an explanation of the conclusions and confirmation that any action needed in consequence of the complaint has been taken or is proposed to be taken. You have the right to take your complaint to the independent Parliamentary and Health Service Ombudsman or Local Government Ombudsman, if you are not satisfied with the way your complaint has been dealt with by the NHS. You have the right to make a claim for judicial review if you think you have been directly affected by an unlawful act or decision of an NHS body or local authority.
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FREE NHS HEALTH CHECK
Who is it for?
Everyone is at risk of developing heart disease, stroke, diabetes, kidney disease, and some forms of dementia. The good news is that these conditions can often be prevented – even if you have a history of them in your family. Have your free NHS Health Check and you will be better prepared for the future and be able to take steps to maintain or improve your health.
The NHS Health Check scheme is available across Rochdale. If a person is aged between 40 and 74 and hasn’t already been diagnosed with heart disease, diabetes, kidney disease, or had a stroke, they may be invited by their GP for the NHS Health Check by letter, text or they may be offered the NHS Health Check when they are at their GP for another reason.
Why do I need an NHS Health Check? We know that your risk of developing heart disease, stroke, type 2 diabetes, kidney disease, and dementia increases with age. There are also certain things that will put you at even greater risk. These are: • Being overweight • Being physically inactive • Not eating healthily • Smoking • Drinking too much alcohol • High blood pressure • High cholesterol Both men and women can develop these conditions, and having one could increase your risk of developing another in the future. • In the brain a blocked artery or a bleed can cause a stroke • In the heart a blocked artery can cause a heart attack or angina
Helping you prevent heart dis eas e, s troke, diabetes , kidney dis eas e and dementia
• The kidneys can be damaged by high blood pressure or diabetes, causing chronic kidney disease and increasing your risk of having a heart attack • Being overweight and physically inactive can lead to type 2 diabetes • If unrecognised or unmanaged, type 2 diabetes could increase your risk of further health problems, including heart disease, kidney disease and stroke
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FREE NHS HEALTH CHECK
Even if you’re feeling well, it’s worth having your NHS Health Check now. We can then work with you to lower your chances of developing these health problems in the future.
Questions you may have Why do I need this check? I feel fine! The NHS Health Check helps to identify potential risks early. By having this check and following the advice of your health professional, you improve your chances of living a healthier life.
What happens at the check? This check is to assess your risk of developing heart disease, type 2 diabetes, kidney disease, and stroke.
But don’t these conditions run in the family? If you have a history of heart disease, stroke, type 2 diabetes, or kidney disease in your family then you may be more at risk. Taking action now can help you to prevent the onset of these conditions.
• The check will take about 20-30 minutes • You’ll be asked some simple questions. For example, about your family history and choices which may put your health at risk
I know what I’m doing wrong. How can the doctor help me?
• We’ll record your height, weight, age, sex and ethnicity
If you would like help, we will work with you to find ways to eat healthily, reach your healthy weight, be more active, cut down your drinking, or stop smoking.
• We’ll take your blood pressure • We’ll do a simple blood test to check your cholesterol level
If I am assessed as being at ‘low risk’, does this mean I won’t develop these conditions?
What happens after the check? We will discuss how you can reduce your risk and stay healthy.
It is impossible to say that someone will or won’t go on to develop one of these conditions. But taking action now can help you lower your potential risk.
• You’ll be taken through your results and told what they mean. Some people may be asked to return at a later date for their results
Will everyone have this check?
• You’ll be given personalised advice on how to lower your risk and maintain a healthy lifestyle
This check is part of a national scheme to help prevent the onset of these health problems. Everyone between the ages of 40 and 74 who has not been diagnosed with the conditions mentioned will be invited for a check once every five years. If you are outside the age range and concerned about your health, you should contact your GP.
• Some people with raised blood pressure will have their kidneys checked through a blood test • Some people may need to have another blood test to check for type 2 diabetes. Your health professional will be able to tell you more • Treatment or medication may be prescribed to help you maintain your health
Helping you prevent heart dis eas e, s troke, diabetes , kidney dis eas e and dementia 8
THE CARE ACT: WHAT’S CHANGING & WHAT’S HAPPENING
Care and support is changing for the better Care and support in England is changing for the better. The new Care Act will help make care and support more consistent across the country and councils will have a greater responsibility for looking after people’s wellbeing.
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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. The Care Act has created a single, modern law that makes it clear what kind of care people should expect. The new Care Act will further this by ensuring that all organisations locally, and nationally, work together to fully support a person’s overall wellbeing. If you receive care and support, or you support someone as a carer, you could benefit from the changes.
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Care and support and you
Getting the right care and support
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.
Health and social care needs assessments are changing. Greater emphasis will be placed on your physical, psychological and emotional wellbeing including what is important to you and your family to help you to maintain your independence and connect with your local community.
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.
Your plan, your decisions If you receive care and support you will be more in control of decisions that affect you and in putting together a care plan tailored to your needs. You will also have more control over how the money for your care is spent. You will know how much it will cost to meet your needs and how much the local authority will contribute towards the cost.
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THE CARE ACT: WHAT’S CHANGING & WHAT’S HAPPENING
How does the care act benefit carers?
Safeguarding adults from abuse Every person has the right to live a life free of fear, be treated with dignity, have their choices respected and not be forced to do anything against their will.
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.
Sadly, some vulnerable adults are subjected to abuse. It can happen anywhere and by anyone that’s why we and our partner organisations work together to protect and safeguard vulnerable adults. The Care Act has made many of the local authorities responsibilities law and now means that safeguarding adults has a similar legal status as child protection.
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.
What is abuse?
Abuse and neglect can take many different forms. Some of the most common are: Institutional Emotional Financial Sexual Physical Discriminatory
Who needs safeguarding?
It is true that many people who need safeguarding help are often elderly and frail or with physical or learning disabilities, living on their own in the community or without much family support in care homes. Yet anyone who is unable to protect themselves from harm could fall victim to abuse.
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.
What should you do if you think that an adult is being abused or is at risk of being abused?
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.
If you have any concerns please telephone or email in confidence
0300 303 8886
rbsab@rochdale.go.uk or visit our website www.rbsab.org In an emergency always call the police on 999
The Care Act and young carers 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.
All safeguarding concerns raised will be assessed by experienced staff who will explore your concerns further, and where appropriate make decisions about what should happen next.
To view The Children and Families Act in further detail please visit:
Vigilance and action could protect a vulnerable person from harm or even save a life.
www.legislation.gov.uk/ukpga/2014/6/contents/enacted 10
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. 11
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.
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LIVING WELL ROCHDALE
A One Stop Shop for Health
Living Well Rochdale creates opportunities for people to change their lives
If you live in Rochdale, Heywood, Middleton or the Pennines, or are registered with a GP in the borough, you can use our unique service to make all round positive changes to your health and wellbeing. We’re a one stop shop for all your health and wellbeing needs. One referral and we can help you to make changes with something you may be concerned about, and also with a host of other lifestyle changes. As part of Rochdale’s Public Health service commissioned by Rochdale Council, it means we’re completely free, out and about in local community venues so you can access services on your doorstep.
We run a popular Physical Activity referral scheme, and whatever your need or ability we will help you get into an exercise routine you’ll love. Our weekly Health Walks led by trained volunteers are on offer all over the borough and have helped many people get fitter, and enjoy a new side to their social life. If you’d like to improve your Oral Health, we have a team offering full support for a healthy smile, including home visits and self referrals.
There’s never a bad time when it comes to making healthy changes to your lifestyle
Our coaches offer one to one and holistic support for up to 12 months, if you want to address two or more of the following, low mood, weight, getting more active and quit smoking.
Our team is made up of Health Trainers, Coaches and specialist staff who can advise you on all aspects of health, supporting you to eat healthily and manage your weight, including vouchers for Weight Watchers or Slimming World, or more structured weight management support programmes through our partners, Pennine Acute NHS Trust. We can also support you to increase your confidence, improve stress and mood and access local services to make the improvements you’d like to see in your life. Our Health Trainers can help you to quit smoking – you are four times more likely to stop with us! We’ll help you with coping mechanisms and understanding your motivation.
If you prefer to join groups or are interested in training courses to find out more about the tools and techniques to support a healthy lifestyle, we provide a range of courses across the townships of Rochdale.
Get in touch ... And if you would like to volunteer with us we have opportunities to help lead health walks, provide peer support and at events. Get in touch to volunteer at HMRLivingwellvolunteers@ biglifecentres.com Phone us on 01706 751 190. Download our referral form at www.thebiglifegroup./big-life-centres/livingwell or www.rochdale.gov.uk/livewell You can email your referral form to us at livingwellhmr@biglifecentres.com Find us on facebook Living Well Rochdale for up to date news, events and venues where we’re working.
Kyle Sanderson, 43, from Heywood in Greater Manchester said: “I’d been smoking 40 a day. I was out of breath all the time, suffered with really bad asthma and then I got really sick and was rushed to hospital with pneumonia. The doctor said I needed to quit or I would die, so I went to Rochdale Living Well and spoke to an advisor who was fantastic, really supportive and did not judge me. With their support I quit smoking, and as an incentive to stay smoke free they gave me a free 12 month gym membership and I’ve lost weight too. With the money I’ve saved from quitting I’ve booked a holiday to Mexico in September. I would definitely recommend it to anyone who wants to quit and make a fresh start.”
Living Well Rochdale is part of The Big Life group charities and social businesses, and commissioned by Rochdale Council. 13
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PATIENT CHOICE OF GP PRACTICES
What to expect from your GP GPs look after the health of people in their local community and deal with a whole range of health problems. They also provide health education, offer advice on smoking and diet, run clinics, give vaccinations and carry out simple surgical operations. GPs usually work in practices as part of a team, which includes nurses, healthcare assistants, practice managers, receptionists and other staff. Practices also work closely with other healthcare professionals, such as health visitors, midwives, and social services. You would normally see GPs or other healthcare professionals at their premises (surgery). Some operate from more than one building. If your GP cannot deal with a problem then you’ll usually be referred to a hospital for tests, treatment, or to see a consultant with specialist knowledge. GP practices should make information about their services easily available to their patients. Most practices have a practice leaflet available, otherwise please ask your GP or surgery for one.
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.
If you have a complaint or concern about your GP or Practice? First raise it with the staff member concerned or the Practice Manager.
What to consider when registering with a GP practice further away
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.
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.
Write to: NHS England, PO Box 16738, Redditch, B97 9PT. Tel: 0300 311 22 33 Email: england.contactus@nhs.net
Providing out of hours medical and dental care to the local community of Heywood, Middleton & Rochdale Trained professionals, dedicated to providing you with the best care possible
Call 0161 763 4242 • www.bardoc.co.uk 15
GPs & GP SURGERIES
GPs & GP Surgery
Address
Area
Postcode
Telephone
A&E services are no longer provided at Rochdale Infirmary The A&E department and walk in centre has been replaced by a GP led Urgent Care Centre (UCC) open 24 hours a day for minor injury and minor illness. Whitehall Street, Rochdale, Lancashire, OL12 0NB. Tel: 01706 377777 The nearest A&E Departments are at Fairfield General Hospital, Rochdale Old Road, Bury BL9 7TD. Tel: 0161 624 0420 The Royal Oldham Hospital, Rochdale Road, Oldham, Lancashire, OL1 2JH. Tel: 0161 624 0420 North Manchester General Hospital, Delaunays Road, Crumpsall, Manchester M8 5RB. Tel: 0161 795 4567
Providing out of hours medical and dental care to the local community of Heywood, Middleton & Rochdale Trained professionals, dedicated to providing you with the best care possible
Call 0161 763 4242 • www.bardoc.co.uk Data correct with NHS Choices - June 2015 16
PHARMACIES Pharmacy / Chemist
Address
Area
Postcode
Telephone
Providing out of hours medical and dental care to the local community of Heywood, Middleton & Rochdale Trained professionals, dedicated to providing you with the best care possible
Call 0161 763 4242 • www.bardoc.co.uk Data correct with NHS Choices - June 2015 17
DENTISTS, OPTICIANS & HEARING CENTRES Dentist
Address
Area
Postcode
Telephone
Rochdale Urgent and Emergency Dental Service The Heywood, Middleton and Rochdale Dental Access Centre provides emergency dental treatment to people who are unable to access a dentist during normal working hours Treatment is for urgent complaints only and is provided under NHS regulations. 90 Whitehall Street Rochdale OL12 0ND.Tel 01706 676367 (Monday-Friday - 8.00am - 6.00pm) Opticians
Address
Area
Data correct with NHS Choices - June 2015 18
Postcode
Telephone
RT A E ST FE O N UP
CH At W H Lt eA :H te o u Q
Your membership includes:
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Free Gym Induction Free Fitness Classes Free On Your Marks Fitness Programme Fantastic ‘Members Journey’ Fully Qualified Instructors Fantastic Steam Room* luxury Thermal Suite**
ON YOUR F I T N E S S
MARKS
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Free HealtH cHeck & 12 week review
Our Fitness Programmes will support, encourage and motivate you along the way to achieving your fitness goals
*Only available at selected centres. **Only available with selected memberships.
ContaCt your loCal Centre to start today! @Link4Life *T&C’s apply.
www.link4life.org/fitness
01706 924200
01706 923170
01706 927560
yourlink4life Correct at time of print.
01706 927202
Link4Life is the trading name of Rochdale Boroughwide Cultural Trust. Registered Charity No: 1118610 Link4Life is the trading name of Rochdale Boroughwide Cultural Trust. Registered Charity No: 1118610
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20
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 your 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 Rochdale or contacting the local authority team in charge of ‘safeguarding’.
The assessment by the local authority is important because it helps them work out what your difficulties are and what services will help you most. Each local authority has its own way of working out who is eligible for social care support and what services it can offer.
Under UK law, you should be looked after and treated fairly and with dignity whenever you are given social care services. This applies to everyone, regardless of where they are given care and who does the caring.
If your local authority thinks you are eligible for social care support, you have a specific level of need and meet financial rules, you should be involved in the decision-making process that follows. If appropriate, the next step will be for social services or an independent adviser to work with you to create a care plan.
Other laws may also protect you from discrimination because of who you are, including some protection for carers under the rules designed to protect disabled people. For example, if you are an older person, this should not stop you from having treatment similar to that which a younger person would be given.
Often only minor assistance is needed – such as meals on wheels and help with washing or dressing. Yet these services could make a big difference to your life.
Family Support Families with disabled children may be eligible for Family Support to help you look after your child. This can include day care for children under five, help with parenting such as parenting classes, courses or family support workers, practical home help, and access to a Children’s Centre. Some of these services are available to all families.
If you feel that your needs have changed over time, you will have to be re-assessed. Contact the social care team at your local authority to discuss it with them.
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SOCIAL CARE & INDEPENDENT LIVING
What social care support can I get?
Help in your home or in a care home
Many people’s first impression or thoughts of social care might be a residential care home. In fact, there’s a wide variety of social care services available and most who need social care support will be able to have care provided in their home. The kind of social care support that you can get depends largely on your needs. This means the type of condition you have, or the severity of your disability. For example, if you have a neurological problem that causes you to have trouble walking you may simply require some equipment to help you remain mobile and independent. However, if you have a significant neurological problem that seriously affects your mental capacity or ability to move and look after yourself, you are likely to need a much wider range of social care services. It is worth taking time to think about your specific needs and what you think you might need to help you achieve the best quality of life you can.
You may want to have someone who can come to your home and give you the support you need to live your life. This can include help with tasks such as getting dressed, help with using the toilet, washing, preparing and eating food, cleaning and laundry, getting out and about, and taking part in leisure and social activities. Healthwatch Rochdale 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 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.
Equipment 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 Rochdale
We can explain the complaints procedures of service providers in our area or refer you to our Independent Complaints Advocacy service.
Telephone: 01706 249575 • Email: info@healthwatchrochdale.org.uk • www.healthwatchrochdale.org.uk
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SOCIAL CARE & INDEPENDENT LIVING
Residential care If living at home is no longer a realistic or practical option, you may want to consider
residential care. There are many different types of ‘residential care’ – it may mean a permanent move into a care home for older people, or it could be a stay in a home for younger adults with disabilities, or a home for children. Residential care may be privately owned, or run by a charity or the local authority. The main types of residential care are: • residential care homes • residential care homes with nursing care • extra care and sheltered housing • supported living • retirement villages Deciding on a long-term stay in residential care is a very significant decision financially, practically and emotionally. You will need to think about your own preferences and decide what services will meet your needs now, as well as being flexible enough to take account of your future care needs. It is not always an easy decision. Independent advice can be important in helping you make the right decision, taking into account all the important factors. Your local authority will be able to give you details of information services they commission locally.
Support for carers You’re a carer if you’re looking after a person who is disabled, has a long-term health condition or is elderly and frail. Carers can get help with their caring role, and by enabling the person they care for to get the support they need, they can make their own life easier. For example, it’s important that carers have time for themselves, and one of the best ways to arrange breaks from caring is to ensure that you have had a carer’s assessment. This will help identify how substantial and demanding your caring is and how much support you are likely to need. If you are looking after a child with a learning disability or similar, you should also consider the support that your child will need with their education. Again, talk to your local authority to discuss the types of support you might be able to get.
23
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 independent living.
You can use a personal health budget to pay for a wide range of items and services, including therapies, personal care and equipment. This will allow you more choice and control over the health services and care you receive.
A direct payment is one way of managing these budgets, where you get the cash to buy the agreed care and support you need.
You don’t have to change any healthcare or support that is working well for you just because you get a personal health budget, but if something isn’t working, you can change it.
Key points • Personal health budgets should help people get a better service from the NHS. They should not make things worse. • You do not have to have a personal health budget if you do not want one. • You should have as much control over decisions as you want. • NHS and social care organisations should work in partnership with you and with each other. • If you are not able to have a personal health budget, you can still speak to your NHS team about how your needs can be met in another way that is more personal to you.
Who can have a personal health budget? The first group to be able to ask for a personal health budget, from April 2014, will be people getting NHS continuing healthcare, which is NHS funded long-term health and personal care provided outside hospital. Local NHS organisations will be free to offer personal health budgets to other people if they think an individual will benefit. It is the Government’s long-term aim, to introduce a right to a personal health budget for people who would benefit from it.
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26
RECOGNISING MENTAL HEALTH & SUPPORT
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.
Supported living, shared accommodation and single tenancies throughout Rochdale for people with mental health needs and learning disabilities. Tenants in Newbarn Ltd. properties are supported with everyday tasks such as budgeting, cooking, shopping, cleaning, keeping doctors' appointments, managing medication, and maintaining good health and safety
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.
To find out more about Newbarn services call 01706 345886 or visit www.newbarnltd.co.uk
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.
Support and advice for people living with mental illness. Tel: 0300 5000 927 (Mon-Fri, 10am-2pm) www.rethink.org
• More than half of those with a common mental health problem have both depression and anxiety. • There are approximately 570,000 people with dementia in England, a figure that could double in the next 30 years.
Confidential support for people experiencing feelings of distress or despair. Tel: 08457 90 90 90 (24-hour helpline) www.samaritans.org.uk
• Nearly 850,000 children and young people aged 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.
Promotes the views and needs of people with mental health problems. Phone: 0300 123 3393 (Mon-Fri, 9am-6pm) www.mind.org.uk
Less common conditions, such as psychosis, can make you experience changes in thinking and perception severe enough to significantly alter your experience of reality. These conditions include schizophrenia and affective psychosis, such as bipolar disorder, and can have the same lifelong impact as any long-term physical condition.
Information on child and adolescent mental health. Services for parents and professionals. Tel: Parents' helpline 0808 802 5544 (Mon-Fri, 9.30am-4pm) • www.youngminds.org.uk 27
RECOGNISING DEMENTIA
• the type of dementia that you have, or if it is not clear, what the plan to further investigate will entail. Sometimes, despite investigations, a diagnosis may not be clear, in which case the doctors will review you again after a period of time to reassess you • details about symptoms and how the illness might develop • treatments • care and support services in your area • support groups and voluntary organisations for people with dementia and their families and carers • advocacy services • where you can find financial and legal advice
Dementia, and the difficulties it causes, is one of the most feared health conditions. People with dementia and their families are sometimes reluctant to seek advice when concerned about memory or other problems. But there are many potential benefits to getting medical advice if you’re worried. Being diagnosed early is important for many reasons. It helps you to get the right treatments and to find the best sources of support, as well as to make decisions about the future. If you or someone you know is worried about becoming increasingly forgetful, particularly if they’re older than 65, you should talk to your doctor about the possibility of dementia. They may be able to reassure you that you don’t have dementia but, if you do, an early diagnosis can help you get the right treatment and support.
What causes dementia? Dementia is caused by damage in the brain. The most common causes of dementia are called neurodegenerative diseases, and include Alzheimer's disease, frontotemporal dementia, and dementia with Lewy bodies. With these diseases, the brain cells degenerate and die more quickly than is part of the normal ageing process. This leads to a decline in a person's mental and, sometimes, physical abilities. The gradual changes and damage to brain cells are caused by a build-up of abnormal proteins in the brain.
What are the signs of dementia? Dementia is not a single illness but a group of symptoms caused by damage to the brain.
You should look out for: • memory loss, such as remembering past events much more easily than recent ones
These abnormal proteins are different in each type of neurodegenerative dementia. In most cases, dementia is not inherited directly from family members. However, a small number of cases of Alzheimer's disease and frontotemporal dementia can run in families.
• problems thinking or reasoning, or finding it hard to follow conversations or TV programmes • feeling anxious, depressed or angry about memory loss, or feeling confused, even when in a familiar environment
Can dementia be prevented?
What to expect when you see your GP about dementia
There is no certain way to prevent all types of dementia.However, a healthy lifestyle can help lower your risk of developing dementia when you are older. It can also prevent cardiovascular diseases, such as strokes and heart attacks.
Your GP will ask about your symptoms and other aspects of your health, and will give you a physical examination. The doctor will organise some blood tests and ask about any medication you are taking, as these can sometimes cause symptoms similar to dementia.
To reduce your risk of developing dementia and other serious health conditions, it's recommended that you:
You will also be asked some questions or given some mental exercises to measure any problems with your memory or your ability to think clearly. If you are diagnosed with dementia, unless you decide otherwise, your doctor or a member of their team should explain to you and your family.
• eat a healthy diet • maintain a healthy weight • exercise regularly • don't drink too much alcohol • stop smoking (if you smoke) • make sure to keep your blood pressure at a healthy level
Free Information & Advice Service • Practical Support & Help at Home Activities & Events • Home from Hospital • Health & Wellbeing Call Age UK Metro Rochdale on 01706 712515 or visit: www.ageuk.org.uk/rochdale 28
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.
• Newly built, state-of-the-art home • Residential and specialised dementia care • Permanent, respite and day care
Always a warm welcome at Beechwood Lodge care home 29
01706 860369
www.berrycroftcare.co.uk
Our services
We offer a wide range of services providing practical support, information and advice to local older people and their carers. We focus on the real needs of older people within the Metropolitan Borough. • Free Information & Advice Service • Practical Support & Help at Home • Activities & Events • Home from Hospital • Health & Wellbeing Every penny that we raise is spent locally on a wide range of services that make later life more fulfilling for older people in Rochdale Call Age UK Metro Rochdale: 01706 712515 or visit: www.ageuk.org.uk/rochdale 30
CARE IN YOUR OWN HOME
Direct Payments If you are assessed as needing community care services and qualify for social services funding they must offer you direct payments as an option. If someone isn’t able to manage their own direct payments, it’s possible for another person to manage the direct payments on their behalf. Direct payments are part of a move towards ‘personalised’ social care so that people have more choice and control over the support they get, letting you choose and buy the services you need yourself, rather than having it arranged for you by social services. It’s important to know that if you receive a direct payment to pay a care worker or personal assistant, you become an employer and have legal responsibilities.
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.
Direct Payments can be made to:
Receiving care in your home is an increasingly common alternative to staying in hospital or moving into a care home.
• Disabled people aged 16 or over (with short or long-term needs) • 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
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.
Choosing Direct Payments
What home care services are available?
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.
• 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
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. 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. Everyone who gets support from social services should have their needs reassessed at least once a year.
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CARE IN YOUR OWN HOME
Care Provider
Address
Area
Postcode
Telephone
If you believe that you might benefit from some help at home, the first thing to do is to contact your social services department to ask for an assessment of your care and support needs. The Adult Social Care Team is the first point of contact for all referrals and general enquiries. Rochdale Borough Council, Number One Riverside, PO Box 100, Smith Street, Rochdale OL16 9NP Tel: 0300 303 8886 (Monday to Friday 8.30am-4.45pm) www.mycare.rochdale.gov.uk
Supported living, shared accommodation and single tenancies throughout Rochdale for people with mental health needs and learning disabilities.
To ďŹ nd out more about Newbarn services call 01706
345886 or visit www.newbarnltd.co.uk
Data correct with CQC - June 2015 32
CHOOSING RESIDENTIAL CARE IN ROCHDALE 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.
Always a warm welcome at Beechwood Lodge The newly built, state-of-the-art Beechwood Lodge care home offers the highest quality of personalised care in a contemporary and relaxed setting. Our professional, highly trained staff take the time to listen and get to know the people who live with us, enabling them to provide individualised care in an environment of personal choice and independence.
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
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).
Please call:
01706 860369
berrycroftcare.co.uk
• Residential and specialised dementia care • Permanent, respite and day care • Flat screen TV, DVD player, mini fridge and telephone point in all bedrooms • Modern hairdressing salon • Delightful landscaped sensory gardens
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.
Beechwood Lodge, Meadow View, Norden, Rochdale OL12 7PB
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
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.
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.
MAINTAIN YOUR STANDARD OF LIVING IN RETIREMENT WITH SOUND ADVICE FROM EPIC FINANCIAL CARE
01706 633 545 www.epicfc.co.uk
For an initial Free consultation call 33
RESIDENTIAL & NURSING CARE Residential Homes
Address
Area
Postcode
Telephone
Nursing Homes
Address
Area
Postcode
Telephone
Data correct with CQC - June 2015 34
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:
TREATMENT INCLUDING: GPs, Dentists, Pharmacies and Opticians
Telephone: 0161 276 8686
Stage One:
We are here during office hours, though we may be busy helping other people. If no-one is available to take your call please leave a message on our answer phone and we will ring you back. We aim to return all messages, where possible, within two working days.
You can either complain directly to the provider of the service through their processes e.g. to the Practice Manager at your GP Surgery or you can complain directly to the commissioner (funder) of the Service i.e. NHS England.
or in writing to: Trust Headquarters 225 Old Street, Ashton Under Lyne, Lancashire OL6 7SR
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
or via E-mail: pals@penninecare.nhs.uk
Please write ‘For the attention of the Complaints Manager’ in the subject line. Website: www.england.nhs.uk
Website: www.penninecare.nhs.uk
Supporting you if you have a complaint Rochdale
We can explain the complaints procedures of service providers in our area or refer you to our Independent Complaints Advocacy service.
Telephone: 01706 249575 • Email: info@healthwatchrochdale.org.uk • www.healthwatchrochdale.org.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 Rochdale 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.rochdale.gov.uk
The Nursing and Midwifery Council. Tel: 020 7637 7181 Email: newreferrals@nmc-uk.org www.nmc-uk.org
Email: social.services@rochdale.gov.uk Tel: 01706 647474 Or write to us: Number One Riverside Smith Street Rochdale OL16 1XU
The General Dental Council. Tel: 020 7167 6000 Email: information@gdc-uk.org www.gdc-uk.org
HOW TO COMPLAIN ABOUT CHILDREN’S, YOUNG PEOPLE AND FAMILY SERVICES?
The General Optical Council. Tel: 020 75803898 Email: goc@optical.org www.optical.org
Contact the Children’s Social Care Complaints, Customer Relations Team. For contact details, please see above. 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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