Torbay Healthwatch Signposting Directory 2015-2016

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

Torbay

Health & Social Care Signposting Directory Torbay

Issue 1

CONTENTS Healthwatch Torbay Get Involved Rate Your Care Working to Shape Health & Social Care NHS - Know Your Rights Free NHS Health Check Torbay Gets Ready to Age Well Common Health & Complaints Engaging with Patient Experience GPs & GP Surgeries in Torbay Pharmacies in Torbay Dentists, Opticians & Hearing Centres in Torbay Signposts for Carers in Torbay The Care Act: What’s Changing & What’s Happening in Torbay Recognising Dementia Recognising Mental Health & Support Social Care & Independent Living Personal Health Budgets NHS Care Care in Your Home in Torbay Residential Care Residential Care Costs Residential & Nursing Care in Torbay 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 - 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 Torbay.

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 Torbay nor HealthCare Publications can be held responsible for any errors or omissions.

All signposting services are up to date as of April 2015.

A note on advertising: We offer businesses the chance to reach potential customers via this publication. It is our intention to clearly indicate that an advertisement is being displayed and no endorsement or approval by the promoters of any product, service or supplier should be implied.

Another quality publication by Healthcare Publications If you require extra copies of this directory or are interested in advertising in future editions please email Healthcare Publications on admin@healthcarepublications.org or visit www.hcpublications.org

HEALTHWATCH TORBAY What is Healthwatch?

Healthwatch has been set up by the Government to independently ensure the public have a say on the health and social care services they use, such as: • GPs and practices • Dentists • Mental health services • Hospitals • Social care • Community health services • Carers services • Children and young people services A local Healthwatch has been set up in every area of England.

What powers does Healthwatch Torbay have?

Helping you get the best out of your local health and social care services

We have the legal power to visit facilities if necessary and, by law, health trusts, local organisations, commissioners and providers have to respond to our reports, recommendations or requests for information.

Healthwatch Torbay is the independent patient and public champion for health and social care services within Torbay. We are also a registered charity (Charity Number 1153450).

Trained members of Healthwatch (staff or volunteers) are authorised to perform ‘Enter & View’ visits - these are powers to enter publicly funded health and social care premises to see and hear consumer experiences about the service and observe how the service is delivered.

Our purpose is to give the people of Torbay a stronger voice to influence and challenge how health and social care services are provided locally. We support and enable all members of the public to influence local services by sharing their experiences - good or bad - with us.

Healthwatch Torbay has worked hard to create partnerships and collaborative relationships with local services and providers, in order to discuss issues openly and effectively. We are also part of a national network, reporting to Healthwatch England, and can escalate issues nationally via them.

We want to know what you like and dislike, what is good and bad Sharing this information is a great way to let commissioners and providers know exactly what is working well and what needs to be changed. You tell us how you feel about the services you are using, or have used in the past, and we forward it onto the people responsible for service design and provision.

"I am very excited by the excellent opportunity offered to the public by Healthwatch Torbay. We should be seen by local people as the place to go with concerns and our focus will always be on people's needs. We can provide a powerful voice for the people of Torbay to influence the health and social care services they receive but we need the public to be involved and give us their views.”

"Together we can make patients' voices count in strategic decisions."

Kevin Dixon, Chair of Healthwatch Torbay

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

We have seats on various health and social care boards in Torbay and it is here that we voice the concerns of local people with an aim to influence and improve services locally.

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HOW YOU CAN GET INVOLVED • Enter & View Authorised Representatives enter health and social care premises to observe the nature and quality of services being provided.

They undertake training to be able to conduct the visits effectively.

Interested? To find out more about becoming a volunteer for Healthwatch Torbay, get in touch by calling free on 08000 520 029 or emailing info@healthwatchtorbay.org.uk.

To find out more visit www.healthwatchtorbay.org.uk.

Join us Healthwatch Torbay members have a stronger voice to influence and challenge how health and social care services are provided locally. Join us today and be kept up to date with the latest health & social care news, events and consultations. Sign up online via www.healthwatchtorbay.org.uk. You can even rate and review services there too via our online feedback centre (see page 3 for more details).

Become a volunteer Healthwatch Torbay’s volunteers are at the core of all our work, carrying out many crucial roles. They are vital in listening to the public and patients and representing their views to health and social care leaders and professionals. Healthwatch Torbay is seeking volunteers for the following roles:

Follow us online You can also be kept up to date with the latest health & social care news, events and consultations via social media.

• Community Champions make their community a healthier place to live. They do this by attending events to listen to people’s experiences of health and social care services as well as signposting local people to organisations that can support them with their wellbeing.

We are on Facebook as HealthwatchTorbay and Twitter via the handle @HWTorbay. Follow us, like us, and join our growing online community.

• Representatives are members of our working groups that work with health and social care providers to inform solutions to identified issues.

Representatives attend meetings and take an active part in the representing local people.

Healthwatch Torbay Freepost-RTCG-TRXX-ZZKJ Paignton Library & Information Centre Great Western Road, Paignton TQ4 5AG Telephone: 08000 520 029 Text Message: 07584483373

“We already boast a fantastic group of volunteers who are all very dedicated to making a real difference to the way our health and social care services are run; they have helped us gather some very helpful public feedback in our first year as an active organisation.”

“We are in a position where we really want to make a difference to the way local services are provided and make sure that feedback is being listened to by the people that provide services but we cannot achieve this alone. Health and social care services affect us all; and whatever role you think you can play, we want to hear from you.”

Pat Harris, Healthwatch Torbay CEO

Email: info@healthwatchtorbay.org.uk Walk in centre: Mon-Thurs 10am-3pm, Fri 9.30am-12pm.

(Upstairs in Paignton Library)

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RATE YOUR CARE

Have your say - review services quickly via The Feedback Centre

Giving feedback takes minutes, but the impact could last a lifetime!

Your first point of call should hopefully be the Healthwatch Torbay Feedback Centre, which enables the public to provide information about all health and social care organisations in Torbay via a dedicated website. This helps us to generate data that we can understand, benchmark and act on.

Shiphay Pharmacy Based on 2 review

11 Collaton Road, Shiphay, Torquay 01803 613152

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Corner Place Surgery

The public can go online either at home or via their mobile phone and find any local organisation simply by searching its name, location or postcode.

Users are then prompted to review and rate services by answering a short list of clickable questions – including a star rating - that help them to provide the right level of detail, in the shortest amount of time. Visit our website today via www.healthwatchtorbay.org.uk.

46A Dartmouth Road, Paignton 01803 557458

Based on 20 reviews

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Bluebird Care Based on 1 reviews

Solaris House, Dunmere Road, Torquay 01803 215999

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Specsavers (Brixham) 47 Fore Street, Brixham 01803 852 402

You can also call us, email us, or drop-in and talk to us in person

Based on 1 reviews

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Orchards Dental Practice

Healthwatch Torbay have a purpose-built walk-in centre upstairs in Paignton library and Information Centre open from Monday to Thursday 10am3pm, or 9.30am-12pm on Fridays. It provides the opportunity for Torbay residents to talk to a Healthwatch Advisor in confidence about their health and social care experience, and find out information on how to make complaint if necessary.

Based on 1 reviews

321 Babbacombe Road, Torquay 01803 389222

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Child and Adolescent Mental Health Services

Based on 2 reviews

(CAMHS)

Torbay Hospital Annexe,187 Newton Road, Torquay 01803 655692

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Castle Circus Health Centre

Or you can contact us direct via our Freephone number on 08000 520 029, or by emailing us at info@healthwatchtorbay.org.uk for anyone wishing to send a detailed account of their experiences.

Castle Circus Health Centre, Abbey Rd, Torquay 01803 217777

Based on 1 reviews

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Paignton Community Hospital Church Street, Paignton 01803 547171

Based on 1 reviews

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Levanto Residential Care Home

Based on 1 reviews

7-9 The Riviera, Paignton 01803 554728

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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 Torbay website today.

You can even leave feedback anonymously.

www.healthwatchtorbay.co.uk

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WORKING TO SHAPE HEALTH AND SOCIAL CARE

How Healthwatch Torbay have influenced In the past 2 years public feedback has helped us produce detailed reports, recommendations and publications (all available online via www. healthwatchtorbay.org.uk) such as: • A Dementia Guide Booklet for Care Homes for distribution to Torbay care homes • A report into the Cost of Wasted Medication in Torbay • A report into the health and wellbeing of one of the most deprived areas of Torbay • A report into young people’s views, experiences and recommendations to tackle bullying in Torbay

• We’ve worked particularly closely with Torbay GPs, using public feedback to highlight an issue with a Torquay Surgery’s booking appointment system, which they have since revised following our feedback. We even became the first local Healthwatch nationally to engage with GP surgery patients to collect friends and family test (FFT) data to influence surgery design directly and we also worked with two Brixham GPs to survey its patients on a potential merger and fed this back to both the surgeries and their patients.

• A report into Unsafe Hospital Discharge amongst the homeless population • A full review into Carers Services in Torbay • A report of our public feedback of GP Appointment Systems in Torbay.

• A Torbay Adult Safeguarding Week report into public feedback on safeguarding issues in Torbay • A report into to the Health and Wellbeing of young people in Torbay Some recommendations have been actioned by partners such as local health trusts and the South Devon and Torbay Clinical Commissioning Group, and also discussed on various local boards, including the Torbay Health & Wellbeing Board.

These include:

Any general feedback we receive is passed onto providers and commissioners for consideration, and any complaints we receive are put through to official channels, where we can monitor their progress independently and check they have been upheld.

• The recommendations of our independent review of local Carers Services have been directly used to develop an action plan for 2015-17 to directly influence services at a commissioning level.

We have seen our reputation grow significantly locally via the sheer volume of public feedback we receive on a daily basis, and believe that we have made a significant impact to improving the local health & social care sector for the Torbay public.

• We also worked alongside the South Devon and Torbay CCG to gather patient feedback to be fed directly into the strategies and commissioning processes of the national UK Vision Strategy for eyecare.

Let’s work together In 2013 we were invited to the NHS England Conference in London to provide a presentation on our collaborative working with partners, which was described as the “jewel in the crown of partnership working in the South West” by the Local Government Association.

• Recommendations put forward in our Torbay and Southern Devon Health & Care NHS Trust domiciliary report prompted the Trust to develop a new innovative approach to Care and Support locally.

If your organisation would like to work with us to help improve the health and social care services in Torbay, 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.

• Our enter & view volunteer team have taken part in community hospital visits across Torbay and Southern Devon Health and Care NHS Trust, and also assessments of the care environment at Hospitals.

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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 Torbay 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.

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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 Torbay 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 for free on: 08000 520 029

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 Torbay Freepost-RTCG-TRXX-ZZKJ Paignton Library & Information Centre Great Western Road Paignton TQ4 5AG

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

You have the right to be involved in discussions and decisions about your health and care, including your end of life care, and to be given information to enable you to do this. Where appropriate this right includes your family and carers.

Email us at: info@healthwatchtorbay.org.uk Visit our website: www.healthwatchtorbay.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 Torbay.

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

TORBAY GETS READY TO AGE WELL

Torbay Community Development Trust is getting ready to help people’s Ageing Well in Brixham, Paignton and Torquay.

Society is changing, and advances in health and living conditions are helping people live longer.

There are now more people over state pension age in the UK than children. By 2050, a 65 year old man in Britain can expect to live to 91. In 1950, his life expectancy was 76.

It’s great news for us all. But we need to be prepared for this ageing society. We need to provide services that make towns, cities and villages good places to grow old.

Housing with extra care options, good transport, and easily accessible information about what’s available for older people are just a few things which are key to helping older people live happy, healthy lives.

Ageing Well in Brixham, Paignton and Torquay is a six year initiative funded by the BIG Lottery Ageing Better Fulfilling lives programme. Ageing Well will work towards four main outcomes:

Torbay is one of only 15 areas nationally to receive BIG Lottery funding to reduce social isolation in people aged 50 and over.

Torbay Community Development Trust, in partnership with Torbay Older Citizens Forum and a range of public and voluntary sector organisations is leading a programme called Ageing Well in Brixham, Paignton and Torquay.

1. To reconnect older people with friends, their communities and where they live by creating a sense of neighbourliness and engagement in a broader range of accessible and affordable activities.

• The programme will reconnect older people with friends, their communities and increase a sense of neighbourliness.

2. To enable more older people to feel their lives have value and purpose as life changes, contributing their time, skills and knowledge to the wider community and viewing older age as an opportunity.

• Forty Five percent of Torbay’s population is over 50.

3. Ensure more older people have high personal, learning and service aspirations for later life facilitated by better information, advice and more integrated services, that older people design and produce with organisations and

• It is estimated that 6,000 of these residents are isolated.

• The causes of isolation are varied – older people informed the development of the programme stating they felt isolated due to retirement, the loss of a loved one, low income, poor health and mobility.

4. Ensure more local residents value older people, that ageing is celebrated and viewed more positively by all.

• Many people lacked transport and feared leaving the house.

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TORBAY GETS READY TO AGE WELL

From 1 April 2015 and running for six years Torbay CDT and their partners will achieve the four outcomes by delivering three types of activities.

A network of community builders and volunteer connectors will work to find the most isolated older people in the area. They will link older people to the activities, groups and projects they want in their area. Neighbourhood activities will be promoted through community magazines and delivered to every older person in Torbay.

Thirteen neighbourhood Timebanks will be created.

Residents will be able to offer their time and skills to support their neighbours and wider community.

In return those who give time will be able to call on the skills of others who have registered with the Timebank scheme. These activities at a neighbourhood level will create a sense of community and neighbourliness.

Older people will be at the heart of the Ageing Well programme. Their involvement was key to Torbay successfully winning the grant from BIG Lottery. An older people’s assembly will drive forward the work and ensure the voice of older people is heard throughout the programme.

Older people who are identified as having low aspirations will be able to participate in a “guided conversation”. A guided conversation will encourage isolated older people to reconsider their social and care needs.

Ageing Well will encourage Torbay residents to get involved through volunteering as Community Connectors. Individuals will be able to offer their skills through Timebanks. Others will have the opportunity to be a Community Evaluator to review the success of the project.

Goals will be set with the older person which aim to improve their lives. These goals may have a focus on attending activities or be linked to their care needs.

People will be able to access this service through referrals by GP’s, other parts of the health and care system and through the neighbourhood activities.

If you live in Torbay or work with people aged over fifty and want to learn more about Ageing Well in Brixham, Paignton and Torquay contact:

Ageing in Torbay will be celebrated. A series of biennial festivals will be created to celebrate older people, their achievements and showcase the contribution of older people to society. A positive marketing campaign will draw upon the work being delivered and celebrate the successes of the programme.

Justin Wiggin, Programme Manager Torbay Community Development Trust Telephone: 01803 212 638.

Write to: 4-8 Temperance Street, Torquay TQ2 5PU Visit our website: www.torbaycdt.org.uk

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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.

12

ENGAGING WITH PATIENT EXPERIENCE

Excellent services for everyone South Devon and Torbay Clinical Commissioning Group’s vision is to see excellent joined-up services for everyone. As the organisation responsible for commissioning (or buying) healthcare in South Devon and Torbay, we want to improve the health and wellbeing of our local population by making sure that services are better and easier to get.

The best way for us to know whether we’re getting it right is when people tell us. To have your say, why not ask to join your GP surgery’s Patient Participation Group? We connect with these regularly, sharing information about services and hearing about the healthcare people want. Another way we engage with people is at our drop-in events – so do keep an eye on the local media for information about when we’ll be near you.

Advice, support, comments In addition to advice or support in understanding health services, you might want to contact us to comment, compliment or complain. You can also contact us to sort out issues you may have, resolve problems or request non-clinical advice. In these cases we will do all we can to provide up-to-date answers – and any feedback we receive from you about your NHS experiences can help to shape health services for the future.

Contact us Telephone: 01803 652 578 (lines are open Monday-Friday, 9am-5pm) Email: patientfeedback.sdtccg@nhs.net Write to:

Patient Experience NHS South Devon and Torbay CCG FREEPOST RTEZ-YHRC-RZKZ Pomona House Oak View Close Torquay TQ2 7FF

13

GPs & GP SURGERIES

Postcode

GPs & GP Surgery

Address

Telephone

When should I see a pharmacist?

When to Call NHS 111

For all ailments and injuries that can be helped with self-care, you can find help and advice at a pharmacy. Although we should all try to use our local pharmacies more often, there are times when other services are more appropriate.

Call NHS 111 if you’re unsure of the appropriate service for your needs, then you can call NHS 111.

Here, you’ll get over-the-phone advice from a trained adviser, supported by clinical professionals.

Don’t be deterred from using other services in more serious situations.

They can advise you on the best way to treat your medical problem

When to see a GP

Minor Injury Units

If you have an injury or illness and have experienced symptoms for a number of days, it may be best to call your GP for advice, or make an appointment.

Paignton Hospital Church Street, Paignton TQ3 3AG. Tel: 01803 547 171 (Monday - Friday 8-5) Brixham Hospital Greenswood Road, Brixham TQ5 9XW. Tel: 01803 881 399 (Monday - Friday 8-4)

You can call your local surgery first to find out if you may need an appointment. Your local doctor can treat a range of illnesses and injuries and can tell you if you need more urgent care.

Accident and Emergency Torbay Hospital Accident and Emergency Lowes Bridge, Torquay TQ2 7AA. Tel: 01803 614 567

Data correct with NHS Choices - May 2015 14

PHARMACIES

Postcode

Pharmacy / Chemist

Telephone

Address

Why Wait 01803 321 642 for Orthopaedic Treatment? www.mountstuarthospital.co.uk

EN

Don’t let joint pain stop you enjoying life to the full.

Data correct with NHS Choices - May 2015 15

QUIR

E

Self pay & insured patients Enquire about our Premium Care package to see how we can benefit you

DENTISTS, OPTICIANS AND HEARING CENTRES Postcode

Dentist

Address

Telephone

Postcode

Opticians

Address

Telephone

Postcode

Hearing Centres

Address

Get back to work quicker with Mount Stuart Hospital, Torquay.

01803 321 642 www.mountstuarthospital.co.uk

Telephone

Time is Money

Use your Private Medical Insurance Are you self-employed and need fast access to health care?

Data correct with NHS Choices - May 2015 16

Are you a relative or a friend of someone who can't manage without you?

Practical help with caring

If you look after your partner, relative or friend unpaid apart from beneďŹ ts, you are a carer, even if you don't think of yourself that way.

Support in ďŹ nding time for yourself

FREE PARKING at local hospitals

Plan a break.

Take up an activity

Meet new friends Various discounts at local shops

Join Torbay Carers Re Contact Signposts for Carers 17

If someone relies on you because they are ill, disabled, have issues with their mental health, drugs or alcohol or are just slowing down with age

Have a Carers Health and Wellbeing Check

Join Torbay Carers Register Even if you don't need us now, join us to find out more

Have a back up plan in case of emergency

FREE Legal Free financial Courses and benefits advice

Balance caring with work or education

FREE COURSES from First Aid to Cooking with Confidence!

gister - it’s free to join signposts@nhs.net 01803 666620 www. tsdhc.nhs.uk/carers 18

THE CARE ACT: WHAT’S CHANGING AND WHAT’S HAPPENING IN TORBAY?

Care and support is changing for the better

Your assessment The Care Act introduces national eligibility criteria.

If you think you might need help the first step is an assessment, during which we will:

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.

1. Discuss what skills and abilities you have and what difficulties you experience in order to identify whether you would benefit from re-ablement (for instance, following an operation).

‘Care and support’ is the help some adults need to live as well as possible with any illness or disability they may have. It can include help with things like washing, dressing, eating, getting out and about and keeping in touch with family and friends.

2. Discuss with you what care and/or support options are available.

Unlike many other areas, Torbay has integrated health and social care which means Torbay and Southern Devon Health and Care NHS Trust delivers services on behalf of Torbay Council. In Torbay, a person’s health and care needs are already assessed in a way that focuses on individual’s needs and outcomes – not just what is the matter with them.

3. Signpost you to other organisations to make sure that you are not missing out on any help with costs (for example in terms of financial benefits).

4. Help you to manage your current and future care and support costs.

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.

Everyone’s needs are different. You may find that some of your needs can be met by activities in your community and we will provide you with information and guidance to assist you in finding solutions to plan and maintain your wellbeing and help you remain independent for longer.

Getting the right care and support

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 Trust will contribute towards the cost.

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.

Small steps, right direction

A local organisation that can help you make and maintain positive changes is the Torbay NHS Healthy Lifestyles Team. The team includes qualified dieticians, exercise specialists, health trainers, specialist stop smoking advisors and clinical psychologists who provide confidential and personalised support. The team also offers training courses and volunteering opportunities for anyone interested in public health.

For more information call free on 0300 456 1006.

19

THE CARE ACT: WHAT’S CHANGING AND WHAT’S HAPPENING IN TORBAY?

Deferred payment agreements

Safeguarding adults from abuse

Planning for the future is important especially if there are care home costs. One way to pay for care is by a deferred payment agreement. This is an arrangement that enables you to delay repaying your care costs. There is an interest charge on the amount owed and there will be administrative costs, which are set to cover costs, not make a profit.

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.

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 our responsibilities law and now means that safeguarding adults has a similar legal status as child protection.

A deferred payment agreement is only one way to pay for care and will suit some people’s circumstances better than others and not everyone is eligible. We strongly advise you to seek advice before entering into any legal or financial agreement for example from Citizens’ Advice Bureau, Age UK or an independent financial advisor. The Society of Later Life Advisors (SOLLA) can put you in touch with a local advisor www.societyoflaterlifeadvisors.co.uk.

What is abuse?

Information for carers

Abuse and neglect can take many different forms.

Some of the most common are: Institutional Emotional Financial Sexual Physical Discriminatory

Do you support a friend or relative?

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.

In England, millions of people provide unpaid care or support to an adult family member or friend.

Caring for someone involves lots of different things, like helping with their washing, dressing or eating, taking them to appointments or keeping them company if they feel lonely or anxious.

If this sounds like you, you may be able to get more help so that you can carry on caring and look after your own wellbeing. There is a wide range of support available to carers of all ages and you can have a carer’s assessment to help you work out what is right for you. You may also be eligible for financial support, taken as a personal budget, to spend on the things that make caring easier or practical support, for example arranging for someone to step in if you need a short break.

What should you do if you think that an adult is being abused or is at risk of being abused?

If you have any concerns please telephone or email in confidence

01803 219700

safeguarding.alertstct@nhs.net

Assessing your wellbeing

In an emergency always call the police on 999

A carer’s assessment looks at the different ways that caring affects your life and helps you work out how you can carry on doing the things that are important to you and your family. Your physical, mental and emotional wellbeing will be at the heart of this assessment. In Torbay, all adult carers can have a carer’s health and wellbeing check at their doctor’s surgery as an initial assessment.

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.

For information about carer’s services in Torbay, contact Signposts for Carers or by asking at your doctor’s surgery.

Vigilance and action could protect a vulnerable person from harm or even save a life.

Signposts for Carers Telephone: 01803 666620 Email:signposts@nhs.net

20

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

21

RECOGNISING MENTAL HEALTH & SUPPORT

How your GP can help

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

You should make an appointment to see your GP if you've been feeling depressed for a few weeks or your anxiety is having an impact on your daily life, such as stopping you from going to work or shopping.

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

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

Mental health facts

If you really need medical advice and you don’t know who to call or you don’t have a GP to call, then call the NHS non-emergency number free on 111.

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.

• 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 ive 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.

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.

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 22

SOCIAL CARE & INDEPENDENT LIVING

How do I get Social care?

Are you positive about people?

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.

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Phoenix Care Services was set up to provide a friendly personal and professional home care service for individuals in the Torbay area.

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Your first step should be to ask your local authority social services department for an assessment of you needs.

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Local authorities have a duty to assess anyone who appears to need the community care services they offer.

14 Lucius Street, Torquay, Devon TQ2 5UN

Do you have any care experience?

Training can be provided to the right candidates.

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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 Torbay 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. Call Torbay Council Social Care team on 01803 219700 for more information.

AGE WELL TORBAY

Creating a better life for people over 50!

Join us today 01803 212638 • www.torbaycdt.org.uk 23

To find out more about care and support in Torbay and how you may benefit from the changes visit: www.tsdhc.nhs.uk/careact or call 01803 219700 24

SOCIAL CARE & INDEPENDENT LIVING

What social care support can I get?

Help in your home or in a care home

Many people’s first impression or thoughts of social care might be a residential care home. In fact, there’s a wide variety of social care services available and most who need social care support will be able to have care provided in their home.

The kind of social care support that you can get depends largely on your needs. This means the type of condition you have, or the severity of your disability. For example, if you have a neurological problem that causes you to have trouble walking you may simply require some equipment to help you remain mobile and independent. However, if you have a significant neurological problem that seriously affects your mental capacity or ability to move and look after yourself, you are likely to need a much wider range of social care services.

It is worth taking time to think about your specific needs and what you think you might need to help you achieve the best quality of life you can.

You may want to have someone who can come to your home and give you the support you need to live your life. This can include help with tasks such as getting dressed, help with using the toilet, washing, preparing and eating food, cleaning and laundry, getting out and about, and taking part in leisure and social activities.

Healthwatch Torbay 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.

Equipment

Adaptations to your home

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.

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.

25

SOCIAL CARE & INDEPENDENT LIVING

Residential care If living at home is no longer a realistic or practical option, you may want to consider residential care. There are many different types of ‘residential care’ – it may mean a permanent move into a care home for older people, or it could be a stay in a home for younger adults with disabilities, or a home for children. Residential care may be privately owned, or run by a charity or the local authority.

The main types of residential care are: • residential care homes • residential care homes with nursing care • extra care and sheltered housing • supported living • retirement villages Deciding on a long-term stay in residential care is a very significant decision financially, practically and emotionally. You will need to think about your own preferences and decide what services will meet your needs now, as well as being flexible enough to take account of your future care needs. It is not always an easy decision. Independent advice can be important in helping you make the right decision, taking into account all the important factors. Your local authority will be able to give you details of information services they commission locally.

Support for carers You’re a carer if you’re looking after a person who is disabled, has a long-term health condition or is elderly and frail. Carers can get help with their caring role, and by enabling the person they care for to get the support they need, they can make their own life easier. For example, it’s important that carers have time for themselves, and one of the best ways to arrange breaks from caring is to ensure that you have had a carer’s assessment. This will help identify how substantial and demanding your caring is and how much support you are likely to need. If you are looking after a child with a learning disability or similar, you should also consider the support that your child will need with their education.

Again, talk to your local authority to discuss the types of support you might be able to get.

26

PERSONAL HEALTH BUDGETS

Personal Health Budgets

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

Personal health budgets are being introduced by the NHS to help people manage their care in a way that suits them. They have been piloted in a number of places across England and, from April 2014, anyone receiving NHS continuing healthcare will have a right to ask for a personal health budget.

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

Do I have to have a personal health budget?

What is a Personal Health Budget?

A personal health budget is an amount of money to support your identified health and wellbeing needs, planned and agreed between you and your local NHS team. The aim is to give people with long-term conditions and disabilities greater choice and control over the healthcare and support they receive. Personal health budgets work in a similar way to the personal budgets that many people are already using to manage and pay for their social care. Together with your NHS team (such as a GP) you will develop a care plan. The plan sets out your personal health and wellbeing needs, the health outcomes you want to achieve, the amount of money in the budget and how you are going to spend it.

No. If having a personal health budget does not work for you, your local NHS will provide the care you need as it has always done.

What is the difference between a personal health budget, a personal budget, an individual budget and a direct payment?

A personal health budget is for your NHS healthcare and support needs.

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

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

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

independent living.

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

You don’t have to change any healthcare or support that is working well for you just because you get a personal health budget, but if something isn’t working, you can change it.

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

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

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

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

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

Who can have a personal health budget?

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

27

NHS CARE

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

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

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

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

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

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

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

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We deliver high quality bespoke care services to our clients Interserve Healthcare works with local authorities, private and NHS hospitals, case management cases, nursing and residential homes and private clients in their own homes and the community.

Our high quality, bespoke care services are delivered to adults, children and young people with varying conditions including; • • • •

Spinal injuries Acquired brain injuries Learning disabilities Mental health requirements

Our service is based on working with our clients to provide quality staff who meet their needs. We will

28

CARE IN YOUR OWN HOME

Direct Payments

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.

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

Receiving care in your home is an increasingly common alternative to staying in hospital or moving into a care home.

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.

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.

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.

What home care services are available?

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

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.

Direct Payments can be made to: • 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

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

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

Torbay and Southern Devon Health and Care NHS Trust Customer Services Centre is your one-stop-shop for assistance with any general queries about community health services in Torbay and Southern Devon and adult Social Care Services in Torbay.

Call 01803 219700 and one of the team will be pleased to help you. If you require more specific, professional assistance they will transfer your call to one of our health and social care zone teams in Torbay and Southern Devon.

If you would prefer to contact us via letter please write to us at: Torbay and Southern Devon Health and Care NHS Trust Bay House, Nicholson Road, Torquay Devon TQ2 7TD If you would prefer to email Torbay and Southern Devon Health and Care NHS Trust, please usecustomerservices.tsdhct@nhs.net

Postcode

Care Provider

Address

Data correct with CQC - May 2015 30

Telephone

RESIDENTIAL CARE

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.

Making a positive difference to peoples lives We provide care and support to individuals with various health conditions.

We can provide up to 24 hours a day care.

We can also provide both day and night sits.

Offering you a high standard of care!

Choice of accommodation

For more information please call 01803 214 426 or email: phoenixcare@btconnect.com

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.

14 Lucius Street, Torquay, Devon TQ2 5UN

Phoenix Care

Services

Our services include ...

Meal preparation • Medication prompts Post operation care Bathing and dressing Help with personal care Shopping and domestic help In fact we can help in every area of care help making life just that little bit easier.

www.phoenixcareservices.co.uk 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.

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.

Temporary stays can give you flexibility when covering unexpected events, such as: • Palliative care (which manages or reduces pain) after a hospital stay or illness • Support for newly disabled people and their carers • Enabling someone to continue living independently if they live alone and suddenly require care • Giving someone a chance to try potential future homes

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

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).

Adults aged 18-65

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.

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

Care can be provided for adults with more than one condition and some homes have expertise in providing care for adults with alcohol or drug dependency. These homes offer permanent residence or provide care for a temporary period until the adult is able to live independently or move to a different type of accommodation.

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

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RESIDENTIAL CARE COSTS

Get personal advice on care funding

In some cases the residential care needed by the person you're looking after may be paid for by the NHS under the NHS continuing care scheme. The care may also be provided free of charge because it is 'intermediate care'. It may be free because the person you're looking after has previously been a mental health inpatient. If this is the case, the services are funded under the Mental Health Act.

The cost of care and support is likely to be a long term commitment and may be substantial, particularly if you opt for residential care. If you or a member of the family need to pay for care in a care home, it’s important to seek advice tailored to your individual needs.

The cost of your care will vary depending on its type, intensity, specialisation, location and duration. For example, a place in a residential care home will cost hundreds of pounds a week.

Decisions that have such financial implications should be made with advice and only after considering the costs of alternatives.

Residential care is also free if the local authority could charge but decides not to do so. This can occur if the stay in residential care is only temporary (normally less than eight weeks), or if the residential care is for a child. If none of the above applies, the person you're looking after will be given a financial assessment. This is also known as a means-tested assessment. They will be required to give information about their income and capital. There are rules that determine how income and capital are treated. Some types, including benefits, can be disregarded. The financial assessment will work out how much the person you're looking after will be expected to contribute towards the cost of their care home fees.

For example, the cost of a care home needs to be weighed against the cost of care and support that may help you remain in your existing accommodation.

The costs of long-term care can be significant and how you may wish to arrange to pay for it is a big financial decision for most people. Cost can vary across the country and different care homes will charge different amounts based on the level of care needs, the quality of the accommodation, or the area of England it is in.

KNOW YOUR RIGHTS!

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. For advice on selffunding care, visit the Money Advice Service or the Society of Later Life Advisers. You may also have previously arranged an investment or insurance plan to fund your care. Again, it is worth taking independent advice on these potentially significant financial arrangements.

As a resident in a care home, you should expect: • The right to be treated politely and with dignity • The right to privacy for yourself, and your relatives and friends when they visit • The right to deal with your own finances and spend your money how you choose

Find out more about paying for care on the websites of:

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

www.ageuk.org.uk

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

www.carersuk.org www.findmegoodcare.co.uk

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

www.moneyadviceservice.org.uk

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

www.societyoflaterlifeadvisers.co.uk

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RESIDENTIAL & NURSING CARE Postcode

Residential Home

Address

Data correct with CQC - May 2015 33

Telephone

RESIDENTIAL & NURSING CARE Postcode

Residential Home

Postcode

Nursing Home

Address

Address

Telephone

Telephone

Data correct with CQC - May 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: Telephone: 01803 655838 or Freephone: 0800 028 20 37

TREATMENT INCLUDING: GPs, Dentists, Pharmacies and Opticians Stage One:

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

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

NHS England PO Box 16738, Redditch B97 9PT

or in writing to: Patient Advice and Liaison Service Hengrave House Torbay Hospital Torquay TQ2 7AA

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

Website: www.england.nhs.uk

or via E-mail: pals.sdhc@nhs.net

Supporting you if you have a complaint Torbay

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

Telephone: 08000 520 029 • Email: info@healthwatchtorbay.org.uk • www.healthwatchtorbay.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 Torbay 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

Going online at: www.torbay.gov.uk Email: csc.torbaycaretrust@nhs.net Tel: 01803 219700

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

The General Dental Council.

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

Going online at: www.torbay.gov.uk Email: complaints@torbay.gov.uk Tel: 01803 2074677

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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