Your local spotlight on Health & Social Care covers services in Solihull
Solihull
Health & Social Care e r Signposting Directory Ca th
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Exclusive local health services for all Solihull residents
Do you live in Solihull? Are you looking to make healthy lifestyle changes, sign up to a social activity, or curious about your health?
FREE Health Trainer Service
Solihull Health Trainer service is a free health & wellbeing service offered to any Solihull resident aged over 16. This is a motivational service to help clients through a health change journey be that weight loss, increasing exercise, improving mental wellbeing, stopping smoking or reducing alcohol intake. This service is offered across 7 days a week at a time and place to suit you.
FREE Social Prescribing Service
Medical prescriptions aren't always the answer. Our Social Prescribing service can provide you with a personal 'buddy' who will help you identify one or more social activities to improve your wellbeing and supporting you in getting started. This could be anything from cookery courses to dance classes - we have hundreds of varied activities to suit all ages! Browse through our Solihull Social Prescribing Directory and find an activity to suit you.
http://socialprescribing.healthexchange.org.uk/
FREE NHS Health Checks
These checks are for adults aged between 40 and 74, providing you with a midlife MOT that could spot early signs and help reduce your risk of developing Type 2 Diabetes, high blood pressure or heart disease.
For more information visit our website
www.healthexchange.org.uk Call us on
0800 158 35 35 or email
info@healthexchange.org.uk
CONTENTS What is Healthwatch Solihull Healthwatch Solihull Get Involved Rate Your Care Do You Really Need to See Your GP? Free NHS Health Check NHS Personal Health Budgets Living with a Disability Recognising Mental Health & Support Worried About Addiction? Patient Choice of GP Practices GPs & GP Surgeries in Solihull Pharmacies in Solihull Dentists in Solihull Opticians in Solihull Your Right to Social Care & Support What is Social Care? Support for Carers Planning For Your Future Care Needs Choosing the Right Home Care Agency Choosing the Right Care Home Residential & Nursing Homes in Solihull Expressing Complaints & Concerns
1 2 3 4 5-6 7-8 9 10 11 12 13 14 15 - 16 17 18 19 - 20 21 - 22 23 25 - 26 27 - 28 29 30 31 - 32
Disclaimer This Directory has been compiled to signpost primary health and social care providers throughout Solihull. 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 Solihull nor Healthcare Publications can be held responsible for any errors or omissions. All signposting services are up to date as of March 2016. This Directory contains advertising from businesses who are offered the opportunity to reach potential customers through inclusion. However, any information provided by a company or organisation does not carry endorsement or approval of any product or service by Healthwatch Solihull or Healthcare Publications.
Healthcare Publications Signposting Health & Social Care in Partnership with your Local Healthwatch
Another quality publication by Healthcare Publications If you require extra copies of this directory or are interested in advertising in future editions please email Healthcare Publications on admin@healthcarepublications.org or visit www.hcpublications.org
WHAT IS HEALTHWATCH SOLIHULL
What is Healthwatch Solihull? Healthwatch Solihull is an independent consumer champion that has been formed to make local health and social care services better for people by ensuring that their views and experiences are taken into account by those entrusted to design and run services. Healthwatch Solihull was established in April 2013, in accordance with the Health and Social Care Act 2012, and is one of many local Healthwatch organisations in England. Healthwatch Solihull has a seat on a number of strategic groups and boards responsible for the design and delivery of health and care services in Solihull, including the statutory Health and
We jointly take the lead on improving health and wellbeing outcomes and reducing health inequalities here in our local community.
Wellbeing Board
We work with communities including networks of voluntary organisations, people who use services and the public to build up a picture of local needs and aspirations or people who use health and social care services and report any concerns about services to commissioners, providers and scrutiny.
Our presence on these groups and boards enables us to ensure that local voices influence health and care decision makers. At a national level, Healthwatch Solihull works closely with Healthwatch England, a statutory committee of the Care Quality Commission (CQC).
Does Healthwatch Solihull provide a complaints advocacy service?
How Healthwatch Solihull works We report any concerns about services to commissioners, providers and scrutiny. We do this by working with communities, including networks of voluntary organisations, people who use services and the public.
Healthwatch Solihull does not provide advocacy and advice regarding individual complaints, however we encourage complaints to come through us to enable us to refer them to the authorised advocacy organisations in the borough and monitor each referral and any developing trends.
Healthwatch Solihull works with the Clinical Commissioning Group (CCG) and the Health and Wellbeing Board (HWB) to develop strategies based upon a robust evidence base, whilst maintaining the independence to challenge or corroborate strategies, practices and decisions. We have a seat on the HWB so there is a strong independent voice right at the heart of decision making and designing improvements for outcomes influenced directly upon what people say.
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HEALTHWATCH SOLIHULL
To make it as easy as possible to leave your own experience, we have got our own review and rating system. All you need to go is go to our website at www.healthwatchsolihull.org.uk and use the online feedback centre in which feedback on any health and social service in Solihull can be reviewed and rated. The feedback centre is straightforward to use and can be used on a variety of devices. Feedback can be left anonymously.
Share your experiences Your feedback can make a difference. Everyone who uses health and social care services has the right to expect a high standard. In order to help those organisations achieve these standards – we need your help. That is why we actively encourage and welcome your feedback.
Website These days, people are getting more and more used to leaving their feedback and rating the products and services that they use – the rise of websites like eBay and Trip Advisor are a testament to that. It is not unusual for people to consult reviews on Trip Advisor or similar sites before booking a holiday or leaving their experience of a hotel once they have used it. So why don’t we do it for our health and social care services?
We will summarise your feedback and provide it to the organisations that deliver our health and social care services in Solihull. This will help them encourage and reward good practice as well as rectify problems. Your voice could really make a difference.
Find us online
We believe that in order to know how to improve services, we need to know how they are actually operating from those that have used them. We need to know what is going well and what isn’t so that we can learn from those that are doing it well and address the problems of those that aren’t.
You can also be kept up to date with the latest health & social care news, events and consultations via social media. On our website: www.healthwatchsolihull.org.uk has lots of useful information, is updated daily. We regularly ‘tweet’ on Twitter: via @ HealthwatchSOL log on to find out what’s happening. You can also follow us on facebook: Healthwatch Solihull
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GET INVOLVED
Working together to positively shape health and social care Let’s work together If your organisation would like to work with us to help improve the health and social care services in Solihull, we would love to hear from you. We’re keen to discuss your ideas to see how we can work together to bring about effective and lasting change to benefit all members of society.
Get the Healthwatch Solihull Widget For your organisation to get the greatest amount of value and insight, a ‘TripAdvisor’® style partner widget will be provided to you and all of your health or social care partners and will feature on their websites. Widgets allow you to add Healthwatch Solihull content to your own website, as well as encouraging the public to leave feedback in a format they are familiar with. In addition to sharing your latest reviews, the widget encourages open, transparent information exchange with the public. Positive feedback is a great way to demonstrate the success of your organisation, and our widget provides an independent, fully-verified process to do just that.
Widget Benefits:
There is a choice of three widgets in horizontal and landscape form, in addition to one that provides a simple overall rating and a prompt to leave feedback for sites where space is limited.
• Drives additional traffic from other websites via reviews
• Demonstrates transparency, confidence and credibility to patients in their own service • Provides superb potential to improve search engine rankings
• Increases browse time on websites by up to 100% (feedback is the most common form of online research)
The Healthwatch Solihull widget is as simple to add to your website as a YouTube video, however some technical web knowledge may be required. Healthwatch Solihull will provide the HTML to be added to your website source code, and our web team can assist with integrating the widget to your website when required
• Offers an essential tool for partners to understand how to improve their own services • Provides an early warning system to get started and • Requires very little resource to get started and minimum maintenance Contact us today to find out how you can access the tool and the benefits of this service. The tool requires no technical knowledge to add to your site, and more information can be provided to your developers if required.
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RATE YOUR CARE
Giving feedback takes minutes, but the impact could last a lifetime! Hobs Moat Medical Centre
Ulleries Road, Solihull, B92 8ED Tel: 0121 742 5211 www.hobsmoatmedicalcentre.co.uk
Based on 8 reviews
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Solihull Hospital
Lode Lane, Solihull, B91 2JL Tel: 0121 424 2000 www.heartofengland.nhs.uk
We can make a difference, but we can’t do it without your feedback
Based on 2 reviews
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Solihull Home Treatment Team
These days, people are getting more and more used to leaving their feedback and rating the products and services that they use—the rise of websites like eBay and Trip advisor are a testament to that. It is not at all unusual for people to consult the reviews on Trip advisor before booking a holiday or leaving their experience of a hotel once they have used it. So why don’t we do it for our Health and Social care?
Based on 1 review
Solihull Hospital, Lode Lane, Solihull, B91 2JL Tel: 0121 424 4739 ............................................................................................
Arden Medical Centre
Downing Close, Station Road, Knowle, Solihull, B93 0QA Tel: 01564 739194 www.ardenmedicalcentre.co.uk
We believe that in order to know how to improve services, we need to know how they are actually operating from those that have used them. We need to know what is going well and what isn’t so that we can learn from those that are doing well and address the problems of those that aren’t.
Based on 2 reviews
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Independent Advocacy
Avenue M, Stoneleigh Park, Coventry, CV8 2LG Tel: 024 7669 7443 www.independentadvocacy.org
Based on 1 review
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To make it as easy as possible to leave your experience, we have got our own review and rating system. All you need to do is go onto our website at www.healthwatchsolihull.org.uk, search for the service (by name, location or by type) and leave as much or as little feedback as you like. Just tick the star rating or write us a full report—it’s up to you! You can even leave it anonymously, so you don’t need to worry about being identified.
W.M. Brown (Kingshurst) Ltd 351 Warwick Road, Solihull, B91 1BQ Tel: 0121 764 5505
Based on 2 reviews
NHS Patients accepted
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Eye Specialist Opticians
83 Hobs Moat Road, Solihull, B92 9AD Tel: 0121 742 6043
Based on 1 review
NHS Patients accepted
In addition to letting you leave your feedback, you can check out what other people have said, how services in your area are rated and find contact information for services in your location. It works just as well on a mobile or tablet as it does on your computer screen too!
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We want to hear about the treatment and care you have received. Whether you've had a positive experience or there is room for improvement, have your say on the Healthwatch Solihull website today. You can even leave feedback anonymously.
www.healthwatchsolihull.org.uk
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DO YOU REALLY NEED TO SEE YOUR GP? Common health complaints, such as coughs, colds and headaches, account for one out of every five GP appointments in England.
2. Dermatitis
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.
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.
1. Back pain
3. Heartburn and indigestion
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. • Use hot or cold compression packs. • It’s important to remain mobile by, within reason, carrying on with your day-to-day activities, including work. Take care when lifting objects.
Digestive complaints like heartburn, indigestion and bloating are very common. They’re usually treatable with simple changes to your lifestyle. Self-care tips: • 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.
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: • 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.
Choosing the right NHS service if you become ill or are injured Hangover, grazed knee, sore throat, cough?
Self Care:
Diarrhoea, runny nose, painful cough, headache?
Pharmacies:
Conditions that cannot wait until your GP Surgery is open
GP Out of Hours:
Cuts, sprains, itchy rash, strain?
Walk in Centres/Minor Injury Units:
Heavy bleeding, broken bones, burns, chest pain, trouble breathing?
Emergency Department / A&E
Be sure to stock up your medicine cabinet with pain killers, plasters and antiseptic creams
5. Constipation
Visit without an appointment and get confidential health advice & treatment for most minor illnesses.
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.
Highly trained and skilled clinician who can deal with your complex and urgent conditions please call 111 to access the service.
Offer access to a range of treatment for minor illnesses and injuries. You will be seen by an experienced clinician, without an appointment.
Should only be used in an emergency or life-threatening situation. If you cannot travel yourself, call 999 for an ambulance. 5
DO YOU REALLY NEED TO SEE YOUR GP? 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. Self-care tips: • 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. • 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
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. Anti-inflammatory painkillers, such as ibuprofen, can also help with headaches.
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.
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.
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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 Solihull. 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
Free NHS Health Check Helping you prevent heart disease, stroke, diabetes, kidney disease and dementia 8
NHS 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.
Run by people with disabilities for the benefit of people with disabilities Disability Information and Advice Line
Helpline: 0121 770 0333 • www.dialsolihull.org.uk 9
Lines Op en: Mon - Thu 10am - 4p r m Fri 10am 2pm
LIVING WITH A DISABILITY
Living with a Disability
It’s against the law for anyone to discriminate against you because of your disability. This means that you’re entitled to fair treatment in the workplace when it comes to recruitment, promotion and pay.
Disabled people are often talked about as though they form one group. But every disabled person faces different challenges and health conditions. The Equality Act 2010 defines a disabled person as anyone who has a physical or mental impairment that has a substantial and long-term adverse effect on his or her ability to carry out day-to-day activities.
It also means that service providers, such as shops, post offices, leisure facilities and places of worship, are legally obliged to ensure that you can reach them. At first, you may feel confused, depressed or anxious about your life in the future. Often, newly disabled people shy away from organisations that might help them, but contact with people who face similar challenges is really important.
These impairments include: • Loss of limbs • Multiple Sclerosis • Heart disease • Down’s Syndrome • Learning difficulties • Mental health problems, such as depression and anxiety
Telephone: 020 7250 8181 www.disabilityrightsuk.org
Older people are more likely to develop a disability and most disabled people are adults. More than 11 million people in the UK are disabled, around 6% of whom are children. More people are living with a disability now than in the past because we’re living longer, and improved medical treatments are enabling more people to manage long-term health problems.
Helpline: 0845 026 4748 www.ncil.org.uk
Disabilities of any kind present challenges, but this doesn’t mean that life with a disability can’t be fulfilling. For most people, a fulfilling life means having control over their day-to-day activities and being able to choose how they live.
Telephone: 0844 800 4361 www.carers.org
More than 1 million disabled people live alone in the UK, and many more lead independent lives with help.
Telephone: 0808 808 7777 www.carersuk.org
For a lot of people, independent life also means being employed. Half of the UK’s disabled people are in jobs, but it should be more. Only 17% of disabled people are born with their disability. Most disabled people have had to adjust to their disability as adults.
Tel: 0808 800 0082 www.equalityadvisoryservice.com
If you become disabled through accident, illness or a deteriorating medical condition, life will change significantly. But with the right support, you can often continue to live in your own home, remain in employment and enjoy an independent life.
Telephone: 01904 621115 www.familyfund.org.uk
Disability will inevitably bring new challenges, but it should never stop you living a happy fulfilling life.
Telephone: 0207 092 6108 www.disabilitymatters.org.uk 10
RECOGNISING MENTAL HEALTH & SUPPORT
Mental health, emotional wellbeing and resilience is all about how we cope with what life throws at us. It concerns the way we feel about ourselves, conduct relationships, handle stress or deal with loss.
Even if you need professional help, there are choices you can make along the way. Mental illness is treatable and, with appropriate support and treatment, people do recover. Many move on with their lives and are able to care for their family, contribute to the local community, and get back into employment or training.
Good mental health and resilience are fundamental to good physical health, relationships, education and work, as well as being key to achieving our potential.
How your GP can help You should make an appointment to see your GP if you've been feeling depressed for a few weeks or your anxiety is having an impact on your daily life, such as stopping you from going to work or shopping.
Mental health facts At least one in four people experience a diagnosable mental health problem in any one year, and one in six experiences this at any one time.
Mental health services are free on the NHS, but you will usually need a referral from your GP to access them.
• More than half of those with a common mental health problem have both depression and anxiety. • There are approximately 570,000 people with dementia in England, a figure that could double in the next 30 years.
Support and advice for people living with mental illness. Tel: 0300 5000 927 (Mon-Fri, 10am-2pm) www.rethink.org
• Nearly 850,000 children and young people aged five to 16 years have a mental health problem – about 10% of the population. Fewer than one in 10 accesses treatment. Common mental health problems such as anxiety, depression, panic disorders, phobias and obsessive compulsive disorder can cause great emotional distress, and can affect how you cope with day-today life and your ability to work.
Confidential support for people experiencing feelings of distress or despair. Tel: 08457 90 90 90 (24-hour helpline) www.samaritans.org.uk
Less common conditions, such as psychosis, can make you experience changes in thinking and perception severe enough to significantly alter your experience of reality. These conditions include schizophrenia and affective psychosis, such as bipolar disorder, and can have the same lifelong impact as any long-term physical condition.
Promotes the views and needs of people with mental health problems. Phone: 0300 123 3393 (Mon-Fri, 9am-6pm) www.mind.org.uk
Admitting you are struggling does not mean you are “mentally ill”, that doctors will automatically put you on medication, or you will have to immediately tell your employer you are mentally unwell. Many issues can be managed without the help of a GP by using the variety of sources of help now available, whether it’s through books, local organisations or online.
Information on child and adolescent mental health. Services for parents and professionals. Tel: Parents' helpline 0808 802 5544 (Mon-Fri, 9.30am-4pm) • www.youngminds.org.uk
For further information or advice on any mental health issue contact our PALS customer care service between Impr ving mental health wellbeing 8.00am - 8.00pm - Monday to Friday
Tel: 0800 953 0045 | Text: 07985 883 509 | www.bsmhft.nhs.uk 11
WORRIED ABOUT ADDICTION?
If you have an addiction, you’re not alone - one in three of us are addicted to something.
Being addicted to something means that not having it causes withdrawal symptoms, or a “come down”. Because this can be unpleasant, it’s easier to carry on having or doing what you crave, and so the cycle continues. Often, an addiction gets out of control because you need more and more to satisfy a craving and achieve the “high”.
Addiction is defined as not having control over doing, taking or using something to the point where it could be harmful to you. Addiction is most commonly associated with gambling, drugs, alcohol and nicotine, but it’s possible to be addicted to just about anything, including:
How addictions can affect you The strain of managing an addiction can seriously damage your work life and relationships. In the case of substance abuse (for example, drugs and alcohol), an addiction can have serious psychological and physical effects.
Work – workaholics are obsessed with their work to the extent that they suffer physical exhaustion. If your relationship, family and social life are suffering and you never take holidays, you may be a work addict.
Some studies suggest addiction is genetic, but environmental factors, such as being around other people with addictions, are also thought to increase the risk.
Internet – as computer and mobile phone use has increased, so too have computer and internet addictions. People may spend hours each day and night surfing the internet or gaming while neglecting other aspects of their lives.
An addiction can also be a way of blocking out difficult issues. Unemployment and poverty can trigger addiction, along with stress and emotional or professional pressure.
Solvents – volatile substance abuse is when you inhale substances such as glue, aerosols, petrol or lighter fuel to give you a feeling of intoxication. Solvent abuse can be fatal.
• You’re more at risk of developing an addiction if: • other members of your family have addiction problems
Shopping – shopping becomes an addiction when you buy things you don’t need or want to achieve a buzz. This is quickly followed by feelings of guilt, shame or despair.
• you experienced stress or abuse while growing up • you have mental health problems • you have unemployment and financial worries
What causes addictions?
• you’re experiencing relationship problems
There are lots of reasons why addictions begin. In the case of drugs, alcohol and nicotine, these substances affect the way you feel, both physically and mentally. These feelings can be enjoyable and create a powerful urge to use the substances again.
Addictive behaviour often occurs when people try to deal with or forget about these difficult issues
Treating addiction There are many organisations that provide help in treating addictions. Your GP is a good first point of contact. They’ll be able to provide you with help and advice, and can recommend specialist addiction services both nationally and locally.
Gambling may result in a similar mental “high” after a win, followed by a strong urge to try again and recreate that feeling. This can develop into a habit that becomes very hard to stop.
For further information or advice on any mental health issue contact our PALS customer care service between Impr ving mental health wellbeing 8.00am - 8.00pm - Monday to Friday
Tel: 0800 953 0045 | Text: 07985 883 509 | www.bsmhft.nhs.uk 12
PATIENT CHOICE OF GP PRACTICES Patient involvement groups
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.
Most GP practices have patient involvement groups. These groups are made up of individual patients who take an active interest in patient healthcare and are sometimes known as Patient Participation or Partnership Groups (PPGs). The involvement groups can have many functions and each group and practice sets its own terms of reference. Groups can represent patients through collecting patient feedback, sharing best practice by working with other similar groups and working with the practices to improve patient services. They also help to run courses within the practice, volunteer support services and awareness events and provide newsletters and information directories.
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. These new arrangements are voluntary for GP practices.
A good GP practice should provide the following to all patients: • A professional and helpful team of GPs, practice staff and other healthcare professionals. • A practice that is accessible to everyone and provides a comfortable and organised environment.
To find out about your local patient involvement group or to get one started you should ask at the reception desk of your practice.
• A flexible and efficient appointment booking system.
Cancelling and missing appointments Please always try to let the GP practice know when you are unable to attend an appointment.
• Assurance of systems to monitor and improve the safety and quality of care.
It is your responsibility as a patient to cancel any appointment you have made in reasonable time so that another patient can benefit from the appointment slot.
• Appropriate, respectful and legal management of patient information. • A private consultation room that provides reassurance and builds a patient’s confidence and trust.
Making an appointment Be polite to receptionists. They are busy people who often have to deal with unhappy patients. Being polite to them will encourage them to help you.
• A referral or ongoing treatment process that is clear and well managed. • Access to a wide range of healthcare services to help address local health needs and inequalities.
If you have a complaint or concern about your GP or Practice?
• An open and welcoming patient feedback policy with services continually improved or enhanced as a result of the feedback given.
First raise it with the staff member concerned or the Practice Manager. It may just be an issue of poor communication. Ask your practice for a copy of their Complaints process to follow. If you are not happy with how they respond to your concerns then you can write to NHS England and they will allocate someone to look into your complaint.
• Opportunities for patients to get involved and have their say.
Write to: NHS England, PO Box 16738, Redditch, B97 9PT. Tel: 0300 311 22 33 Email: england.contactus@nhs.net
Supporting the community in Solihull
The Citizens Advice Solihull Borough Advice Line service helps people to resolve their problems. We are equipped to deal with any issue, spanning debt and employment to consumer and housing plus everything in between.
Call the CASB Advice Line Monday to Friday - 10:00am to 14:30pm on 0121 704 7810 13
GPs & GP SURGERIES
GPs & GP Surgery
Address
Area
Data correct with NHS Choices 14
Postcode
Telephone
PHARMACIES
Pharmacy / Chemist
Address
Area
Postcode
Telephone
Repeat dispensing If you’re regularly prescribed medicines, your pharmacist can offer repeat dispensing services, which means fewer trips to the GP just to get another prescription. You can get a prescription from your GP for up to a year, then you can get your medicine supplied at regular intervals without having to go to your GP every time. The pharmacist will normally chat to you every time you pick up your medicines to check how you are getting on with them and whether you are experiencing any undue problems or side effects. If so, the pharmacist can talk to your GP about this. Data correct with NHS Choices 15
PHARMACIES
Pharmacy / Chemist
Address
Area
Postcode
Telephone
Collecting old medicines If your medicine is out of date, unwanted, or some of it is left over after you have stopped taking it, don’t throw it away yourself. Instead, take it to your pharmacy to be disposed of safely. Never throw away medicine in the bin, burn it or flush it down the toilet, as this can harm the environment. Unused medicines are a waste of NHS resources.
For opening times and NHS services available from your Pharmacy visit: www.nhs.uk
Data correct with NHS Choices 16
DENTISTS Dentist
Address
Area
Postcode
Telephone
Dental emergency and out-of-hours care If you require urgent treatment, please contact your usual dental practice as they may be able to see you or direct you to an urgent care dental service. If you do not have a regular dentist, contact NHS 111 for advice on where you can get urgent care.
NHS dental charges payable April 1st 2016-17 Band 1 course of treatment will rise by 80p from £18.80 to £19.70 Band 2 course of treatment will increase by £2.60 from £51.30 to £53.90 Band 3 course of treatment will increase by £11.20 from £222.50 to £233.70 Data correct with NHS Choices 17
OPTICIANS Opticians
Address
Area
Postcode
Telephone
Why are eye tests important? Regular eye tests are important because your eyes don’t usually hurt when something is wrong. A sight test is a vital health check for your eyes that can pick up early signs of eye conditions before you’re aware of any symptoms – many of which can be treated if found early enough.
NHS-funded mobile eye tests If you qualify for a free NHS sight test, you may be entitled to NHS-funded mobile services where the ophthalmic practitioner comes to visit you: At home – if you’re unable to leave home unaccompanied because of physical or mental illness or disability At a residential or care home – if you normally live there and you’re unable to leave the home unaccompanied because of physical or mental illness or disability At a day centre – if you would have difficulty getting a sight test from an optometrist at their practice because of physical or mental illness or disability, or because you have difficulty communicating your health needs without help Call 111 to find out who provides mobile sight tests in your area Data correct with NHS Choices 18
YOUR RIGHT TO SOCIAL CARE & SUPPORT
Local authorities have a duty to assess anyone who appears to have care and support needs.
• for a carer, the outcomes the carer wishes to achieve, and their wishes around providing care, work, education and recreation where support could be relevant
Your local authority should:
• the personal budget
• assess your needs and give you advice, whatever your financial circumstances
• information and advice on what can be done to reduce the needs in question, and to prevent or delay the development of needs in the future
• provide information about services and support options available to you in your area
Your care plan should be individual to you, and you should be allowed to have as much involvement in the development of your plan as you wish.
• give you a carer’s assessment if you are an unpaid/family carer The assessment by the local authority is important because it helps them work out what your difficulties are and what services will help you most.
Your care plan should help you to: • live independently • have as much control over your life as possible
Often, only minor assistance is needed – such as meals on wheels and help with washing or dressing, yet these services could make a big difference to your life
• participate in society on an equal level, with access to employment and a family life • have the best possible quality of life keep as much dignity and respect as possible
If your local authority decides you are eligible for social care support, they will carry out a financial assessment to determine how much you will need to pay towards your care, if anything.
Understanding the national eligibility criteria for care and support? The eligibility threshold for adults with care and support needs is based on identifying how a person’s needs affect their ability to achieve relevant outcomes, and how this impacts on their wellbeing.
If you are assessed by social services and are found to be eligible for support, the next stage is to draw up a care and support plan, or in the case of a carer with eligible needs, a support plan.
What is a Care Plan?
Local authorities must consider whether the person’s needs:
A care plan (sometimes called a care and support plan, or support plan if you’re a carer) sets out how your care and support needs will be met. You should be fully involved in the preparation of your care plan, and you and anyone else you request should also get a written copy. The care plan must set out:
• arise from or are related to a physical or mental impairment or illness • make them unable to achieve two or more specified outcomes • as a result of being unable to meet these outcomes, there is likely to be a significant impact on the adult’s wellbeing
• the needs identified by the assessment • whether, and to what extent, the needs meet the eligibility criteria • the needs that the authority is going to meet, and how it intends to do so • for a person needing care, for which of the desired outcomes care and support could be relevant
19
YOUR RIGHT TO SOCIAL CARE & SUPPORT
An adult’s needs are only eligible where they meet all three of these conditions. The specified outcomes measured include:
• being able to safely use necessary facilities or services in the local community including public transport and recreational facilities or services • carrying out any caring responsibilities, such as for a child
• managing and maintaining nutrition, such as being able to prepare and eat food and drink
Local authorities do not have responsibility for providing NHS services such as patient transport, but they should consider needs for support when the adult is attending healthcare appointments.
• maintaining personal hygiene, such as being able to wash themselves and their clothes • managing toilet needs
The local authority should not refuse to meet eligible needs on the grounds of cost, although if there is more than one option, it is allowed to choose what it believes is the most cost effective one.
• being able to dress appropriately, for example during cold weather • being able to move around the home safely, including accessing the home from outside
If your needs do not meet the national eligibility criteria, the local authority still has to give you information and advice on what support might be available in the community to support you
• keeping the home sufficiently clean and safe • being able to develop and maintain family or other personal relationships, in order to avoid loneliness or isolation • accessing and engaging in work, training, education or volunteering, including physical access
20
WHAT IS SOCIAL CARE?
Many people’s first impression or thoughts of social care might be a residential care home. In fact, there’s a wide variety of social care services available and most people will be able to have care provided in their home.
If you are unable to manage in your home, even with help and assistance, you may need to consider whether you should move to a care or nursing home. Your local authority will be able to provide you with information and advice on what services are available in your local area.
The kind of social care support you can get depends largely on your needs. This means the type of condition you have, or the severity of your disability. For example, if you have trouble walking, you may simply require some equipment to help you remain mobile and independent. But if you develop a condition that seriously affects your mental capacity or your ability to move and look after yourself, you are likely to need a much wider range of social care services. It is worth taking time to think about your specific needs and what you think you might need to help you achieve the best quality of life you can.
Community support and activities Some social care services can be provided to help you continue to play an active role in your community and to get out and about and do the things you want to do. For example, you may want to work or to partake in religious or cultural events such as a festival or a sports match. Social care services may be able to support you in a wide range of ways to enable you to continue to do these things, for example a community transport service. Your local authority will be able to provide you with information and advice on what services are available in your local area.
Care and support services might typically include: Equipment to enhance your independence
Day centres
The ability for you to remain independent sometimes hinges on small factors and tools, such as a jar gripper (to help you remove lids) or ways to raise your seat (so that you can get up more easily).
Day centres provide meals and an opportunity to socialise and do activities that might not be available at home and may provide respite for Family Carers. Your local authority will be able to provide you with information and advice on what services are available in your local area.
Equipment can also help with weightier issues, for example, hoists to help people with mobility problems get on and off chairs or toilets, or in and out of the bath or bed. The equipment you may be able to access could include monitoring devices that check whether you have left the house if you have a condition, such as dementia, that causes confusion and wandering. Find out more in alarms and telecare.
Adaptations to your home A common way that social care can support ill or disabled people to live independently at home is simple adaptations to the home. If you have difficulty living at home because of your condition, it is often a better option to improve your home than to move somewhere new.
Help in your home
For example, depending on your condition, you might be able to get lowered kitchen surfaces and storage, wider doorways to accommodate wheelchairs or walking frames, or improved flooring to prevent trips and falls.
You may want to have someone who can come to your home and give you the support you need to live your life. This can include help with tasks such as getting dressed, help with using the toilet, washing, preparing and eating food, cleaning and laundry, getting out and about, and taking part in leisure and social activities. Find out more about homecare.
Your local authority will be able to provide you with information and advice on what services are available in your local area.
21
WHAT IS SOCIAL CARE?
Residential care
Charities are another great source of social care information – particularly those associated with conditions, such as the Alzheimer’s Society, Mind, or Scope, but also those related to different aspects of care, such as Carers UK or Independent Age.
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.
Some people may find that an advocacy service can help them exert their rights, particularly if you have a disability and you believe you are treated unfairly. An advocacy service can act as a champion to ensure you get fair and equal treatment and access to services.
The main types of residential options are: • Residential care homes
Solihull’s MyLife http://solihull.mylifeportal. co.uk/ brings together information and advice to help us all live better lives. The website contains a wide range of advice, information and access to services to enable you to access the information you need when you need it. It also includes a directory of providers so that you can see what support is available and choose what is most suitable for you
• 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 significant decision financially, practically and emotionally. You will need to think about your own preferences and decide what services will meet your needs now, as well as being flexible enough to take account of your future care needs. It is not always an easy decision. Independent advice can be important in helping you make the right decision, taking into account all the important factors.
Support for carers If you look after a person who is disabled, has a long-term health condition or is elderly and frail, you are a carer. Carers can get help with their caring role, and by enabling the person they care for to get the support they need, they can make their own life easier. For example, it’s important that carers have time for themselves, and one of the best ways to arrange breaks from caring is to ensure that you have had a carer’s assessment. This will help identify how substantial and demanding your caring is and how much support you are likely to need.
Your local authority will be able to give you details of information services they commission locally. Many local and national charities will also be able to provide information and advice.
Financial support If you are in need of social care you may be able to get information and advice on how to cover the additional living costs you may incur. For example, you may be able to access certain financial benefits for daily living, or be able to access funding from charities to cover the costs of expensive equipment. Your local authority should be able to talk you through some of these money matters as part of your social care assessment.
Other care support You may also want to think about whether you need healthcare support if you have care needs relating to an ongoing health condition. If this is the case, then it is worth considering whether the NHS can offer any treatment, medical equipment or support that can help you live more fully with your condition
Information & advisory services and advocacy People who need care may have difficulty in being able to exert their rights, get the services they need and are entitled to, or simply not know or understand what is available to them. Information and advice are often a key part of any care assessment that your local authority undertakes. This information could go a long way to helping you get the support you need. 22
SUPPORT FOR CARERS There are 6.5 million carers in the UK which is one in 10 of the population. Ask for a Carers’ assessment
Your decision to be a carer When your carer’s assessment is done, no assumptions should be made about your willingness to be a carer. This can be a very sensitive area, because many of us feel that we have a duty to those we care for. We sometimes rule out other options because we feel we have no choice.
The Care Act 2014 makes carer’s assessments more widely available to people in caring roles Local authorities now have a legal duty to assess any carer who requests one or who appears to need support
You have the right to choose: • whether to be a carer at all • how much care you are willing to provide • the type of care you are willing to provide
If you provide care and support to an adult friend or family member, you may be eligible for support from your local council. This support could include being offered money to pay for things that make caring easier. Or the local authority might offer practical support, such as arranging for someone to step in when you need a short break. It could also put you in touch with local support groups so you have people to talk to.
When assessing your needs, social services must consider whether your role as a carer is sustainable. The assessment is about your needs and therefore you should: • have a reasonably detailed discussion about all the matters relevant to you • have the assessment in private if you want to, at a convenient time and place for you • get relevant information, including about welfare benefits you could claim and details of other services • have a chance to identify the outcomes that you want; any services should be appropriate for you and meet your needs • be given flexibility and innovation in identifying services that may meet your needs • have an opportunity to give feedback about the assessment
A carer’s assessment is a discussion between you and a trained person either from the council or an organisation working on behalf of the council. The assessment will consider the impact the care and support you provide is having on your own wellbeing, as well as important aspects of the rest of your life, including the things you want to achieve day-to-day. It must also consider other important issues, such as whether you are able or willing to carry on caring, whether you work or want to work, and whether you want to study or do more socially. A carer’s assessment looks at the different ways caring affects your life, and works out how you can carry on doing the things that are important to you and your family. It covers your caring role, your feelings about caring, your physical, mental and emotional health, and how caring affects your work, leisure, education, wider family and relationships.
Request your Carer’s assessment You can request a carers assessment by contacting Solihull Carers Centre Solihull Fire Station Annexe, 620 Streetsbrook Road Solihull, West Midlands B91 1QY
Your physical, mental and emotional wellbeing should be at the heart of this assessment. This means that you can tell the council how caring for someone is affecting your life and what you want to be able to do in your day-to-day life.
Telephone: 0121 788 1143 you can email the Adult Social Care team: ccadults@solihull.gov.uk or calling the Adult Social Care team on 0121 704 8007
A carer’s assessment should also look at your own interests and commitments to see if and how they are disrupted by your role as a carer. One of the most important parts of your carer’s assessment will be a discussion about your wishes concerning going to work, training or leisure activities.
Alternatively, if the person you care for is being assessed by a social care practitioner, speak to them about how you can have your needs assessed and they will be able to offer you information and advice about this.
Specialists in
Tel: 0121 7445328 www.solihullhomecare.co.uk
Dementia Care • Complex Care • Long Term Conditions 23
The Family Care Trust ... positive help for people Providing professional care and support services primarily in Solihull enabling people with mental health conditions, learning disabilities, brain injuries and physical disabilities to live their lives with dignity choice and independence.
We offer the following wide range of great services: Reach-Out Community Support Service Specialist care & support in a person’s home to help them to live their lives independently
Two Opportunity Day Centres Specialist care & support for people with memory problems, such as Dementia including Alzheimer’s, strokes and Parkinson’s.
A Short Break Respite Unit
Become part of our team & help to make a positive difference
Specialist person centred 24 hour respite care for people affected by mental health issues giving carers and relatives much needed reliable break
Employment and Training Service Newlands Bishop Farm and Community Gardening Services are two independent living skills training projects for people with a learning disability
Supported Living Scheme Assisting adults with a learning disability to live as independently as possible.
Community Befriending Scheme A befriending service to people affected by mental health issues from someone who they can trust who understands and who is caring.
Drop-in Centre The opportunity for people affected by mental health issues to socialise with others in a safe environment.
You can support the Family Care Trust in so many different ways: By Donating, Volunteering, Fundraising, Corporate Responsibility.
Tel: 0121 770 1578 • www.familycaretrust.co.uk
Family Care Trust
Email: enquiries@familycaretrust.co.uk | Follow us on Twitter @FamilyCareTrust
Are you a Carer? If you are looking after an ill, disabled or frail elderly relative or friend, you should recognise yourself as a carer. Carers can get a range of support from social care, and can be vital for helping arrange social care support for the person they care for. There are charities that support particular groups of carers, including sibling carers and young carers.
If you want to talk to someone about how to get support as a carer call the
Our ethos is to provide a quality and consistent care service to our clients, each and every day. Putting the client at the heart of everything we do, allows us to be an exclusive personable care company
Carers Direct helpline on
0300 123 1053
In April 2015, the Care Act 2014 and the Children and Families Act 2014 came into force, and have strengthened the rights of carers in the social care system. As a carer, you no longer have to request an assessment – social services should offer you one if you appear to have or will have needs for support. There are also new national rules for deciding who is eligible for care and support.
We specialise in the following areas Contact our Care Team • Older People 01564 784 598 • Dementia care Bright Dawn Home Care • Home from hospital Box Trees • Respite & carers breaks Stratford Rd • Learning & Physical Disabilities Hockley Heath • Mental Health Solihull • Complex Care Needs B94 6EA • Palliative Care www.brightdawnhomecare.co.uk • Sensory loss 24
PLANNING FOR YOUR FUTURE CARE NEEDS
Planning for your future care needs
Claiming Benefits
There may be times in your life when you think about the consequences of becoming seriously ill or disabled.
If you have care needs or a disability there are benefits to help you manage with the extra costs. Most of these benefits aren’t affected by income or savings and you may be able to keep them if you have to go into a care home.
This may be at a time of ill health or as a result of a life-changing event. It may simply be because you are the sort of person who likes to plan ahead.
Why it’s important to claim all the benefits you’re entitled to
Care has never been free and everyone should think about the care they might need in the future. The long-term costs of care can be significant, and while none of us like to think that we will become old, ill or disabled, it does happen. Likewise, if you’re the parent of a disabled child, planning their future care and how it will be funded is vital.
The amount you pay towards your long-term care is worked out as if you’re already receiving all the benefits you’re entitled to. So it’s important to claim everything you can, otherwise you’ll end up paying more than you need to
Few of us will have the income or ready access to the cash to pay for their ongoing care needs. Often people find that they need to sell or remortgage their home to pay for care or enter into an equity release scheme. Before taking such significant financial steps it is advisable to get proper independent financial advice.
What benefits are you entitled to? Financial support is available whether you need help to live safely and comfortably in your own home, or you need to move into a care home. What’s more, not all benefits are means-tested. Disability benefits that help with personal care needs or the extra costs of getting around don’t take your income or savings into account
NHS Continuing Care funding If you have a disability or complex medical problem, you might qualify for free NHS Continuing Care. Not many people know about it, so it’s important to find out if you’re eligible and get an assessment.
What is NHS Continuing Care If you need a lot of nursing support, NHS Continuing Care can arrange and fund your care for you. It helps you with health-care needs that result from disability, accident or illness. If you qualify, it should meet the full cost of your care including the full fees of a nursing home or hospice, although you can also get the care at home.
25
PLANNING FOR YOUR FUTURE CARE NEEDS
Deferred payment agreements for long-term care
Are there any charges with a deferred payment agreement?
If most of your money is tied up in your property and you have very little savings, your local authority may offer you the option of delaying payments so you don’t have to sell your home immediately to pay for long-term care. This is known as a deferred payment agreement.
The local authority will charge an administrative fee to cover the costs of setting up the deferred payment. You may have to pay valuation costs on the property.
How do deferred payment agreements work?
www.ageuk.org.uk
Find out more about paying for care on the websites of:
www.carersuk.org
The local authority will assess your income and capital to see how much you can afford to pay towards your care. They will then make up the shortfall of the money you need to fund the costs. You will sign a legal agreement with the council, saying that the money will be repaid when your home is sold.
www.findmegoodcare.co.uk www.moneyadviceservice.org.uk www.societyoflaterlifeadvisers.co.uk Solicitors for the Elderly (SFE) is an independent, national organisation of lawyers, such as solicitors, barristers, and legal executives who provide specialist legal advice for older and vulnerable people, their families and carers. www.sfe.legal
The council usually ensures that the money you owe in care fees will be repaid by putting a legal charge on your property. It does this by contacting the Land Registry to place the charge. The charge is removed when the outstanding debt is repaid. You can’t usually use more than 90% of the value of your home to pay for fees. This is to leave you or the executor of your will with enough money to cover the sale costs and to make sure the council gets their money back if house prices fall. You can usually only apply to join a deferred payment scheme after you have been in a residential home for 12 weeks or more. Short term stays in care aren’t covered.
Free and impartial money advice, set up by government
The money must be repaid within 56 days if you sell your home or you leave the care home. If you die, the money must be repaid within 90 days of your death.
Advice and guides to help improve your finances
If there is a problem repaying the amount, you or the executor of your will should contact the local authority as soon as possible.
Tools and calculators to help you keep track and plan ahead
Am I eligible to use a deferred payment agreement?
Support in person, over the phone and online
• You should have savings and capital of less than a certain amount, not including the value of your home. In England this is £23,250.
Give us a call for free and impartial money advice.
0300 500 5000 *
Monday to Friday, 8am to 8pm - Saturday, 9am to 1pm Sunday and Bank Holidays, closed
• Be a homeowner or have another asset that the local authority can use as security and be in long-term residential care. You won’t be able to take out a deferred payment agreement for temporary stays in care.
* Calls cost the same as calling an 01 or 02 number. If you have a “free minutes” call package, check with your provider that 03 numbers are included.
www.moneyadviceservice.org.uk 26
CHOOSING THE RIGHT HOME CARE AGENCY • Will carers keep written records of the care that has been given, and accurate timesheets for me to sign?
If you find it difficult to carry out personal care routines – such as washing or dressing – home care services can provide the extra support that you need. Home care services (also known as domiciliary care) provide carers or personal assistants who can visit you at home to help with a wide range of tasks
• Can copies of the records be sent to me if I want them?
About the agency • Do you have a standard contract for work with private clients? Can we see a copy?
If you are considering using a home care agency Here is a list of questions you should ask a home care agency; ensure you get all the answers that you need.
• What are your hourly charges? Are there any minimum charges (such as a minimum number of hours per week)?
About the carers
• What happens on weekends and bank holidays? Is care provided? Is there an additional charge at these times?
• Will I have a regular carer? • What will happen if my regular carer is off sick? • What happens if a carer is unable to get to me because of adverse weather conditions or a traffic accident? • How many different carers are likely to visit me?
• What insurance do you have to protect my home, for example, in the case of damage to property, the carer making a mistake, or the carer having an accident in my home?
• What sort of training do the carers receive? Do they have an induction period? How often is their training updated?
• How do you ensure quality of care is maintained? What are your quality assurance policies and procedures?
High quality, person centred care & support Whether you’re looking for long or short term care and support at home for yourself or a loved one we would like to help. We provide a comprehensive range of flexible tailor-made care and support services that help people to remain in their own homes providing assistance from half an hour to 24 hours a day.
Here for you ...
Personal
At Serene Care we understand the importance of peace of mind and are here to guide you through when you or a loved one needs additional support with the assurance that promoting independence, dignity and respect is at the heart of our service provision. Call us to discuss the service you require and how we can put this in place for you.
Our aim is simple ... to build a caring, reliable, flexible service around you and your needs.
Flexible
To find out more about how we can help please contact us on:
Tel : 0121 2708840 Email: info@serenecare.co.uk
www.serenecare.co.uk
Caring 27
CHOOSING THE RIGHT HOME CARE AGENCY Care Provider
Address
Area
Postcode
Telephone
Data correct with CQC
Know Your Rights If you have been assessed by the local authority as needing care at home services and qualify for funding they must offer you direct payments as an option. Direct Payments allow you to choose what support you get and who provides it. Regardless of whether you are employing an agency via your personal budget or employing an agency directly (without an assessment from the council), the agency should always carry out their own assessment before offering their own care plan. 28
CHOOSING THE RIGHT CARE HOME Choice of accommodation
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.
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 the right care home Choosing a care home is one of the most important decisions you’ll ever make. You need to make sure it’s got everything you need, in a place you’ll be happy, at a price you can afford.
What your choices are
When choosing a care home you need to recognise that your care needs are likely to increase over time.
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.
Choosing a care home • Make a shortlist of suitable care homes in your area that fall within your budget. • Request an information pack from the homes on your shortlist.
To check up-to-date information on the Nursing and Residential care homes within your locality visit: www.cqc.org.uk
• Request a copy of their contracts and/or terms and conditions. • Make sure they have vacancies or establish how long their waiting list is. • The cost of care varies from region to region – you could save money by relocating.
Care Home Ratings By law, all care homes have to display the ratings the (CQC) Care Quality Commission gives them. They must display them in the places that people who use their services can easily see them. They must also show their ratings on their website, if they have one. It’s important to have the right information and advice when you’re choosing a residential or nursing home, either for you or a loved one.
• Don’t forget to take into account additional costs that may not be covered in your residential fees, such as meals and day trips. • Check how much notice you need to give if you move out and how much notice you will be given if the home is to close.
Outstanding
• If your funding is local-authority assisted, check that you pay the same rates as self-funders and find out whether a top-up payment is required.
The service is performing exceptionally well.
Good
The service is performing well and meeting our expectations.
Check the care home’s official inspection report
How much is it going to cost?
Requires improvement
Care-home fees vary considerably around the country, but on average you should expect to pay approximately £28,500 a year for a residential care home and £37,500 if nursing care is required.
The service isn’t performing as well as it should and we have told the service how it must improve.
Inadequate
The service is performing badly and we’ve taken action against the person or organisation that runs it.
Your local council may be able to help with costs depending on your circumstances. Before visiting any care homes in person, you need to be very clear about what it is you’re looking for. Make a checklist of the things that are important to you, along with a list of questions to ask the managers and staff. Don’t be embarrassed – you’re about to make a life-changing decision.
There are four ratings given to Care Homes: outstanding, good, requires improvement and inadequate before making a decision on a residential or nursing home we strongly advise that you read their latest report
www.cqc.org.uk/content/find-servicesyour-local-authority-area 29
RESIDENTIAL & NURSING HOMES Residential Home
Address
Area
Postcode
Nursing Home
Address
Area
Postcode
30
Telephone
Telephone
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: 0800 953 0045
Stage One:
Email: pals@bsmhft.nhs.uk
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 write to us at: PALS Freepost RLXJ-XLRU-GGYY, Birmingham and Solihull Mental Health NHS Foundation Trust, Ardenleigh Centre, 385 Kingsbury Road, Erdington, Birmingham,B24 9SA.
NHS England PO Box 16738, Redditch B97 9PT
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.
Tel: 0300 311 2233 (Monday to Friday 8am to 6pm, excluding English Bank Holidays) Email: england.contactus@nhs.net Please write ‘For the attention of the Complaints Manager’ in the subject line. Website: www.england.nhs.uk
We can explain the complaints procedures of service providers in our area or refer you to our Independent Complaints Advocacy service.
Solihull
Tel: 0121 704 27073 • Email: enquiries@healthwatchsolihull.org.uk www.healthwatchsolihull.org.uk 31
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. However, if your complaint refers to an adult social care service funded by Solihull Council, you can raise any concerns by the following ways: Going online at: www.solihull.gov.uk Email: statutorycomplaints@solihull.gov.uk Phone us on: 0121 704 8296 Write to us at: Statutory Complaints Team, The Council House, Manor Square, Solihull, B91 3QB
The main healthcare professional regulators in England are: The General Medical Council. Tel: 0161 923 6602 Email: gmc@gmc-uk.org www.gmc-uk.org The Nursing and Midwifery Council. Tel: 020 7637 7181 Email: newreferrals@nmc-uk.org www.nmc-uk.org
HOW TO COMPLAIN ABOUT CHILDREN’S, YOUNG PEOPLE AND FAMILY SERVICES?
The General Dental Council. Tel: 020 7167 6000 Email: information@gdc-uk.org www.gdc-uk.org
Going online at: www.solihull.gov.uk Email: statutorycomplaints@solihull.gov.uk Phone us on: 0121 704 8296 Write to us at: Statutory Complaints Team, The Council House, Manor Square, Solihull, B91 3QB
The General Optical Council. Tel: 020 75803898 Email: goc@optical.org www.optical.org
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 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.
The General Chiropractic Council. Tel: 020 77135155 Email: enquiries@gcc-uk.org www.gcc-uk.org
CQC National Customer Service Centre Citygate, Gallowgate, Newcastle-upon-Tyne NE1 4PA Tel: 03000 61 6161 Use their on-line form: www.cqc.org.uk This Website also gives detailed guidance on how to complain.
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Solihull
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Solihu
Whether you’ve had a positive experience or there is room for improvement, have your say on the Healthwatch Solihull website today. You can even leave feedback anonymously.
www.healthwatchsolihull.org.uk Healthwatch Solihull Call us on: 0121 704 2707
Email: enquiries@healthwatchsolihull.org.uk