Healthwatch Trafford Signposting Directory

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

Health & Social Care Signposting Directory Traord

Issue 1

CONTENTS Healthwatch Trafford Get Involved Get the Healthwatch Trafford Widget Rate Your Care NHS - Know Your Rights Free NHS Health Check Understanding The Care Act - New Law April 2015 Patient Choice of GP Surgeries GP & GP Surgeries in Trafford Pharmacies in Trafford Dentists in Trafford Opticians & Hearing Centres in Trafford Social Care & Independent Living Personal Health Budgets Alcohol & Substance Misuse Support Recognising Mental Health & Support Are You A Carer?

Care in Your Home in Trafford Choosing Between Residential, Nursing & Independent Living Residential Care Costs Residential & Nursing Care in Trafford Expressing Complaints & Concerns

1 2 3 4 5-6 7-8 9 - 10 11 12 13 - 14 15 - 16 17 - 18 19 - 22 23 - 24 25 26 27 - 28 29 - 32 33 - 34 35 - 36 37 - 38 39 - 40

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

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

All signposting services are up to date as of March 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 TRAFFORD What does Healthwatch Trafford do?

What is the Healthwatch network?

Healthwatch Trafford is the Local Healthwatch for the Trafford local authority area. We help people get the best out of their local health and social care services; whether it’s improving them today or helping to shape them for tomorrow. Local Healthwatch is all about local voices being able to influence the delivery and design of local services.

Not just people who use them, but anyone who might need to in the future.

By making sure the views and experiences of all people who use services are gathered, analysed and acted upon, we can help make services better now and in the future. Healthwatch actively seeks views from all sections of the community, especially from those who sometimes struggle to be heard and not just from those who shout the loudest. We also encourage health and social care providers, regulators and planners to hear directly from people themselves.

We have representatives on the boards, committees and project groups for Trafford commissioners and providers.

Healthwatch has two parts; the nationallyfocused Healthwatch England and 149 communityfocused local Healthwatch. Together we form the Healthwatch network, working closely to ensure consumers’ views are represented nationally and locally

Healthwatch Trafford: • provides people with information and signposting about local health and social care services

What Power does Healthwatch Trafford have?

• gathers the views and experiences of local people on the way services are delivered and have the power to enter and view adult health and social care services to get a feel for how they are delivering

Healthwatch Trafford can request information from local organisations, commissioners and providers.

They then have 20 working days to return the information requested. The trained members of Healthwatch (staff or volunteers) are authorised to perform ‘Enter and View’. These are powers to go to a service unannounced or announced and have a look at the work/standards in that practice.

• influences the way services are designed and delivered based on evidence from those who use services • influences how services are set up and commissioned by having a seat on the local Health and Wellbeing Board

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

• passes information & recommendations to other local Healthwatch, Healthwatch England and the Care Quality Commission

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

"We are committed to playing our part in the development of the best NSH and social care services for the people of Trafford. We can only do this with your help"

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

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

Ann Day, Healthwatch Trafford Chair

1

GETTING INVOLVED

So how can you get involved?

What are we looking for?

There are a number of things that you can do to help us make things better, from things that take seconds and can be done from your living room to attending meetings, events or working with us in the office. From giving out leaflets, talking to the public in drop-ins, enter & view services to spreading news, stories and resources via social media.

You do not need any qualifications to become a Healthwatch Volunteer; just a willingness to listen and talk to a range of individuals, an open mind and a desire to raise the voice of local people.

As a Healthwatch Volunteer you can undertake as much or as little as you like from a range of specific roles. Volunteering your time should not be taxing but rewarding to benefit you and the wider community. Times are flexible to work around you and we ask for a commitment of 4 hours a month minimum.

There are plenty of options to help us depending on your skills and time commitment.

People need to feel that Healthwatch Trafford belongs to and reflects them and their local community. It needs to feel approachable, practical and dynamic, and to act on behalf of local people.

Below are some of the benefits for volunteering: • Help others less fortunate or without a voice • Feel valued, empowered and part of a team • An opportunity to meet new people and make new friends • Spend quality time away from work or a busy lifestyle • Boosting confidence and self-esteem • Improve your health and well-being and quality of life • Actual out of pocket expense reimbursed • Access to accredited and in-house training and much more…

• We’re helping you to shape and improve the services you use • We’re engaging with people in your community – if you haven’t met us yet, please get in touch!

• We’re an open organisation and want to make it easy for you to talk to us • We’re inclusive and we want people from every part of your community to join us • Ask us what we’re doing and we’ll always tell you what’s happening • You can hold us to account • We’re here to help services to improve • We’ll notice the bad things they do, and the good -we use your evidence to build a true picture of your local services

If you are interested Call us on: 0300 999 0303 Email: info@healthwatchtrafford.co.uk Write to us at: Freepost Plus RTHB-BARA-AJJX Healthwatch Trafford, 126-150 Washway Road, Sale M33 6A

Volunteer?

• Are you passionate about health and social care?

• Do you want to make a positive difference within your local community?

• Do you have a few hours spare?

• If so, why not volunteer with Healthwatch Trafford today!

You can find the latest news in the world of health & social care in Trafford by checking our website, reading our online daily newspaper or by following us on Twitter. We can help you get information on services you might need, direct you to the right people to help you or help you negotiate the complicated world of health and social care.

Who can volunteer?

We also produce guides, how to’s and more to help you understand how to get the right treatment for you and your friends & family. You can find these on our website or alternatively you can contact us and we can supply you with them.

To volunteer with us, you must either reside within Trafford or a service user of health and social care within the Borough and over the age of 16 years. We believe that everyone is unique and has something valuable to contribute from sharing life experiences, skills and knowledge to untapped talent and the willingness to make a real difference to society.

2

GET THE HEALTHWATCH TRAFFORD WIDGET

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 Trafford, 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 Trafford 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 Trafford 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: • Demonstrates transparency, confidence and credibility to patients in their own service • Provides superb potential to improve search engine rankings • Drives additional traffic from other websites via reviews • Increases browse time on websites by up to 100% (feedback is the most common form of online research) • 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

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.

The Healthwatch Trafford widget is as simple to add to your website as a YouTube video, however some technical web knowledge may be required.

Healthwatch Trafford 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

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.

3

RATE YOUR CARE

We can make a difference, but we can’t do it without your feedback

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

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?

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.

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 healthwatchtrafford.co.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.

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!

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 Trafford website today.

You can even leave feedback anonymously.

www.healthwatchtrafford.co.uk

4

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 Trafford helps individuals to gain access to, understand, and use information to promote and maintain good health and make the best use of local services and care support.

You have the right, in certain circumstances, to go to other European Economic Area countries or Switzerland for treatment which would be available to you through your NHS commissioner.

We can: • Explain your rights and what standards to expect from services

You have the right not to be unlawfully discriminated against in the provision of NHS services including on grounds of gender, race, disability, age, sexual orientation, religion, belief, gender reassignment, pregnancy and maternity or marital or civil partnership status.

• Help you find out about funding for health & social care • Help you to access services and find your way through care ‘pathways’ – find the right service for you • Put you in touch with Support Groups, Voluntary and Community Organisations

You have the right to access certain services commissioned by NHS bodies within maximum waiting times, or for the NHS to take all reasonable steps to offer you a range of suitable alternative providers if this is not possible.

• We can register your concerns and provide information on making complaints • Pass on your reports of excellent services and care

You have the right to be treated with a professional standard of care, by appropriately qualified and experienced staff, in a properly approved or registered organisation that meets required levels of safety and quality.

• If you need advocacy we can refer you to the Independent Complaints Advocacy (ICA) You have the right to receive NHS services free of charge, apart from certain limited exceptions sanctioned by Parliament.

You have the right to expect NHS bodies to monitor, and make efforts to improve continuously, the quality of healthcare they commission or provide. This includes improvements to the safety, effectiveness and experience of services.

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

You have the right to be treated with dignity and respect, in accordance with your human rights.

You have the right to have any complaint you make about NHS services acknowledged within three working days and to have it properly investigated.

You have the right to discuss the manner in which the complaint is to be handled, and to know the period within which the investigation is likely to be completed and the response sent.

You have the right to accept or refuse treatment that is offered to you, and not to be given any physical examination or treatment unless you have given valid consent. If you do not have the capacity to do so, consent must be obtained from a person legally able to act on your behalf, or the treatment must be in your best interests.

5

NHS - KNOW YOUR RIGHTS!

You have the right to be given information about the test and treatment options available to you, what they involve and their risks and benefits.

You have the right to compensation where you have been harmed by negligent treatment.

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

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

With all the changes to health and care services it’s not always clear where you should go to report an urgent issue, to make a complaint, or for further information.

You have the right to privacy and confidentiality and to expect the NHS to keep your confidential information safe and secure.

Healthwatch Trafford can help you find the right services to suit your needs through our Information & Signposting Service.

You have the right to be informed about how your information is used.

You have the right to request that your confidential information is not used beyond your own care and treatment and to have your objections considered, and where your wishes cannot be followed, to be told the reasons including the legal basis.

We cannot give you advice or make specific recommendations but we can help you make an informed decision in finding the right health and social care service whether it is provided by the NHS, the Council, a voluntary or community organisation.

You have the right to choose your GP practice, and to be accepted by that practice unless there are reasonable grounds to refuse, in which case you will be informed of those reasons.

Contact Us: Office telephone: 0300 999 0303

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 Trafford, Floor 5, Sale Point 126-150 Washway Road, Sale M33 6AG

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

Email us at: info@healthwatchtrafford.co.uk

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

Visit our website: www.healthwatchtrafford.co.uk

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

You have the right to take your complaint to the independent Parliamentary and Health Service Ombudsman or Local Government Ombudsman, if you are not satisfied with the way your complaint has been dealt with by the NHS. You have the right to make a claim for judicial review if you think you have been directly affected by an unlawful act or decision of an NHS body or local authority.

6

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 Trafford.

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

7

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

UNDERSTANDING THE CARE ACT - NEW LAW APRIL 2015

What is the Care Act?

How does the care act benefit carers?

The Care Act is a new law about care and support for adults in England that will come into force in April 2015, making one new law saying what people can expect and what local authorities will have to do.

Currently, carers don’t have a legal right to receive support, although local authorities can provide support at their discretion. This means that access to assessment and the range of support on offer can vary considerably.

The Care Act gives local authorities a responsibility to assess a carer’s needs for support, where the carer appears to have such needs. This replaces the existing law, which says that the carer must be providing “a substantial amount of care on a regular basis” to qualify for an assessment.

This will mean more carers are able to have an assessment. The local authority will assess whether the carer has needs and what those needs may be.

This assessment will consider the impact of caring on the carer. It will also consider the things that a carer wants to achieve in their own day-to-day life. It must also consider other important issues, such as whether the carer is able or willing to carry on caring, whether they work or want to work, and whether they want to study or do more socially. If both the carer and the person they care for agree, a combined assessment of both their needs can be undertaken.

The number of people in England who have health problems requiring both health and social care is increasing. For example, in the next 20 years, the percentage of people over 85 will double. This means there are likely to be more people with ‘complex health needs’ - more than one health problem - who require a combination of health and social care services.

Care and support is something that nearly everyone in this country will experience at some point in their lives; even if you don’t need care yourself, you will probably know a family member or friend who does, or you may already care for someone. Until now it’s been almost impossible for people who need care, carers, and even those who manage the care system, to understand how the previous law affecting them worked. The Care Act has created a single, modern law that makes it clear what kind of care people should expect.

Adults caring for disabled children An adult caring for a disabled child can get support through children’s services. This is usually the best way to meet their needs, so they are not covered by this Act.

To help make things clearer the government have introduced a minimum eligibility threshold across the country - a set of rules that makes it clear when local authorities will have to provide support to people. Until now, local authorities have been able to decide this threshold themselves, meaning decisions varied from place to place.

However, there is provision in the Act for an adult carer of a disabled child to ask for an assessment of their caring needs before the child reaches 18. When a local authority carries out such an assessment, it has the power to provide support to the carer, even though they are caring for a child, rather than an adult. This would, for example, enable a local authority to provide support that is available through an adult carers’ centre.

Most local authorities have had a one size fits all approach to care. The focus has been on what disabilities someone has, or what services the local authority can provide, rather than on the individuals needs. So for the first time the system will be built around each person -what they need, how they can best be cared for, and what they want.

The Care Act and young carers The Care Act does not deal with the assessment of people under the age of 18 who care for others.

However, young carers can be supported under the law relating to children. The Children and Families Act gives young carers (and parent carers) similar rights to assessment as other carers have under the Care Act.

For the first time, the Act provides people with a legal entitlement to a personal budget, which is an important part of their care and support plan. The personal budget must be included in every plan, unless the person is only receiving intermediate care or reablement support to meet their identified needs.

To view The Children and Families Act in further detail please visit: www.legislation.gov.uk/ukpga/2014/6/contents/enacted

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UNDERSTANDING THE CARE ACT - NEW LAW APRIL 2015

The Rules Well-being: Local Authorities must have services to meet different people’s needs.

They must always think about your wellbeing.

Information and advice: Local authorities will need to provide comprehensive information and advice about care and support services in their local area. This will help people to understand how care and support services work locally, the care and funding options available, and how people can access care and support services.

The Act clearly sets out what local authorities must provide information on: • what types of care and support are available – e.g. specialised dementia care, befriending services, reablement, personal assistance, residential care etc…

• the range of care and support services available to local people, i.e. what local providers offer certain types of services • what process local people need to use to get care and support that is available • where local people can find independent financial advice about care and support and help them to access it • how people can raise concerns about the safety or wellbeing of someone who has care and support needs Prevention: Local authorities must provide or arrange services that help prevent people developing needs for care and support or delay people deteriorating such that they would need ongoing care and support.

Person-centred care and support: Person-centred care is when people understand what is important to you and give you the right care and support to do the things you want. The Local Authority must involve you in writing and checking your plan.

Work and having a job: Local Authorities must now think about education, training and work when they look at the care and support you need.

To view The Care Act in further detail please visit:

www.gov.uk/government/publications/care-act-2014-part- 1-factsheets

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PATIENT CHOICE OF GP PRACTICES

During 2012 and 2013, the Department of Health ran a pilot scheme to explore how patient choice of GP practice could be expanded. The Patient Choice Scheme pilot was available in different parts of England and offered patients new ways of accessing GP services outside their GP practice’s boundary area.

What to consider when registering with a GP practice further away You may wish to join a GP near work or remain registered with your old GP following a move. The new arrangements make this possible; however, there are a few things to consider.

Because of the greater distance to your home, the GP you register with is under no obligation to offer you a home visit. If you are not well enough to go to the practice yourself then other arrangements will have to be made. NHS England (the body responsible for buying GP services) has to ensure that you are able to access a service either near your home or at home. When you register with a practice away from home you will be given information about what you should do in those circumstances.

As a result of this scheme, and following changes to GP contracts, all GP practices in England will be free to register new patients who live outside their practice boundary area from January 2015.

This means that you are able to join practices in more convenient locations, such as a practice near your work. The idea is to provide you with greater choice and to improve the quality of GP services over time, as GPs providing a good service are naturally more popular. These new arrangements are voluntary for GP practices. If the practice has no capacity at the time or feels it is not clinically appropriate or practical for you to be registered so far away from home then they can still refuse registration. The practice should explain their reason to you in detail.

What to expect from your GP GPs look after the health of people in their local community and deal with a whole range of health problems. They also provide health education, offer advice on smoking and diet, run clinics, give vaccinations and carry out simple surgical operations.

GPs usually work in practices as part of a team, which includes nurses, healthcare assistants, practice managers, receptionists and other staff.

Practices also work closely with other healthcare professionals, such as health visitors, midwives, and social services. You would normally see GPs or other healthcare professionals at their premises (surgery). Some operate from more than one building. If your GP cannot deal with a problem then you’ll usually be referred to a hospital for tests, treatment, or to see a consultant with specialist knowledge. GP practices should make information about their services easily available to their patients. Most practices have a practice leaflet available, otherwise please ask your GP or surgery for one.

If you have a complaint or concern about your GP or Practice?

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

It may just be an issue of poor communication.

Ask your practice for a copy of their Complaints process to follow. If you are not happy with how they respond to your concerns then you can write to NHS England and they will allocate someone to look into your complaint.

Write to: NHS England, PO Box 16738, Redditch, B97 9PT. Tel: 0300 311 22 33 Email: england.contactus@nhs.net 11

GP & GP SURGERIES

GP & GP Surgery Ashville Surgery Brooks Bar Medical Centre Dr S Kaur North Trafford Group Practice Old Trafford Medical Practice Qamar Medical Practice The Alexandra Practice The Ali Medical Practice The Range Medical Centre The Whitswood Practice Dr R D J Archer & Partner Dr R Mene & Partners Dr S Kaur The Delamere Medical Practice Bodmin Road Health Centre Boundary House Medical Centre Conway Road Medical Practice Dr RG Clare Firsway Health Centre Norris Road Surgery Washway Road Medical Centre Davyhulme Medical Centre Flixton Road Medical Centre Gloucester House Medical Centre Primrose Avenue Surgery The Urmston Group Practice Trafford Health Centre Urmston Group Practice Dr Skrzypiec-Allen AI and Part Lakeside Surgery Altrincham Medical Practice Barrington Medical Centre Dr A K Sahal Dr C J Davies & Partners West Timperley Medical Centre DR B Caplan Dr Barlow-Hitchen & Partners Pms Dr C Westwood Dr M Patel Dr M Stamp Dr S A Johnston Drs Kelman Cranston & Naylor Grove Medical Practice The Lakes Medical Centre

Address 171 Upper Chorlton Road, Whalley Range 162-164 Chorlton Road The Surgery, 109 Ayres Road Seymour Grove Health Centre, 70 Seymour Grove Seymour Grove Health Centre, 70 Seymour Grove Seymour Grove Health Centre, 70 Seymour Grove 365 Wilbraham Road, Whalley Range 70 Seymour Grove 121 Withington Road, Whalley Range The Whitswood Practice, Whitswood Close Lostock Med Cen And Pharmacy, 431 Barton Road North Trafford Group Practice, 864-866 Chester Rd Gorse Hill Medical Centre, 879 Chester Road Delamere Avenue Bodmin Road 462 Northenden Road Conway Road Health Centre, 80a Conway Road 12 Derbyshire Road South 121 Firsway 356 Norris Road 67 Washway Road 130 Broadway, Davyhulme 132 Flixton Road 17 Station Road 1 Primrose Avenue 154 Church Road Trafford General Hospital, Moorside Road 6 Woodsend Circle Whitbarrow Road Lakeside Road Lloyd House, 7 Lloyd Street 68 Barrington Road The Family Surgery, 94 Navigation Road St. Johns Medical Centre, St Johns Road 21 Dawson Road, Broadheath 169 Grove Lane, Timperley Park Medical Practice, 119 Park Road 169 Grove Lane, Timperley Shay Lane Medical Centre, Shay Lane The Village Surgery, Timperley Health Centre, 169 Grove Lane, Timperley Riddings Family Health Centre, 34 Riddings Road Shay Lane Medical Centre, Shay Lane 169 Grove Lane, Timperley 53C Mainwood Rd, Timperley

Data correct with NHS Choices - March 2015 12

Area Trafford Trafford Trafford Trafford Trafford Trafford Trafford Trafford Trafford Trafford Stretford Stretford Stretford Stretford Sale Sale Sale Sale Sale Sale Sale Urmston Urmston Urmston Urmston Urmston Urmston Urmston Bucklow Bucklow Altrincham Altrincham Altrincham Altrincham Altrincham Altrincham Altrincham Altrincham Altrincham Altrincham

Postcode M16 9RT M16 7WW M16 7GS M16 0LW M16 0LW M16 0LW M16 8NG M16 0LW M16 8EE M16 7AP M32 9PA M32 0PA M32 0RN M32 0DF M33 5JH M33 2RH M33 2TB M33 3JP M33 4BR M33 2RL M33 7SS M41 7WJ M41 5BG M41 9JS M41 0TY M41 9DL M41 5SL M41 8GY WA13 9DB WA13 0QE WA14 2DD WA14 1JB WA14 1LL WA14 2NW WA14 5PF WA15 6PH WA15 6QQ WA15 6PH WA15 8NZ WA15 6PH

Telephone 0161 8814293 0161 2267777 0844 3879595 0161 8488180 0161 8487563 0161 8488180 0161 8604400 0161 8721870 0161 8708099 0161 2263620 0161 8651100 0161 8655556 0161 8642496 0161 8640200 0161 9624625 0161 9729999 0161 9731151 0161 9733499 0161 9050310 0161 9625464 0161 9624354 0161 7485559 0161 7482021 0161 7487115 0161 7472424 0161 7559870 0161 7474978 0161 7559880 01925 756969 01925 755050 0161 9282424 0161 9289621 0161 9299300 0161 9285522 0161 9291515 0161 9802172 0161 9733485 0161 9803751 0161 9802656 0161 903 9010

Altrincham Altrincham Altrincham Altrincham

WA15 6BP WA15 8NZ WA15 6PH WA15 7JW

0161 9629662 0161 9803835 0161 9039302 0161 9804510

PHARMACIES

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

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

Pharmacy / Chemist Brooks Bar Pharmacy Elliotts Pharmacy Everest Pharmacy Lloydspharmacy Manley Phamacy Mr Kg Khullar Pennant Roberts G Ltd Rowlands Pharmacy The Co-Operative Pharmacy The Co-Operative Pharmacy Boots Boots C & T Pharmacy Gorse Hill Pharmacy Lloydspharmacy Lostock Pharmacy Tesco Instore Pharmacy The Co-Operative Pharmacy Boots Cohens Chemist Hollowood Chemist Hugall J Ltd Mai's Pharmacy Ltd Rowlands Pharmacy Rowlands Pharmacy Rowlands Pharmacy Sainsbury's Supermarkets Ltd Tesco Pharmacy The Co-Operative Pharmacy Village Pharmacy Asda Pharmacy Boots Boots

Address 162-164 Chorlton Road 60 Seymour Grove 117B Withington Road 2 Whitswood Close, Moss Side 207 Clarendon Road, Whalley Range 121 Withington Road 137 Ayres Road 6 Lime Grove 201 Upper Chorlton Road, Whalley Range 65 Ayres Road 10 Peel Avenue, The Trafford Centre 69-72 Arndale Centre 77 Great Stone Road 874 Chester Road The Delamere Centre, Delamere Avenue 431 Barton Road Chester Road 92 Mitford Street 2 The Mall Firsway Health Centre, 121 Firsway 69 Washway Road 143 Northenden Road 10 North Parade, Derbyshire Rd South 331 Norris Road 54 Coppice Avenue, Ashton-On-Mersey 16 Plymouth Road, Ashton-On-Mersey Curzon Road Hereford Street 2 Eastway 23 Green Lane, Ashton-on-Mersey Barton Dock Road 179 Canterbury Road Unit 4 Urmston Shopping Centre

Data correct with NHS Choices - March 2015 13

Area Trafford Trafford Trafford Trafford Trafford Trafford Trafford Trafford Trafford Trafford Trafford Stretford Stretford Stretford Stretford Stretford Stretford Stretford Sale Sale Sale Sale Sale Sale Sale Sale Sale Sale Sale Sale Urmston Urmston Urmston

Postcode M16 7WW M16 0LN M16 8EE M16 7AW M16 0EH M16 8EB M16 9WR M16 0WL M16 0BH M16 9NH M17 8BD M32 9BD M32 8GR M32 0PA M32 0DF M32 9PA M32 0RW M32 8AQ M33 7XZ M33 4BR M33 7SS M33 3HF M33 3JS M33 2UP M33 4WB M33 5JD M33 7SA M33 7XN M33 4DX M33 5PN M41 7ZA M41 0SE M41 0TZ

Telephone 0161 2264005 0161 8773000 0161 2278106 0161 2269147 0161 8811985 0161 2263723 0161 8721121 0161 8726719 0161 8811850 0161 2262163 0161 7467984 0161 8657062 0161 8814777 0161 8657290 0161 8652334 0161 8651603 0161 9568247 0161 8656331 0161 9733267 0161 9622871 0161 9628228 0161 9731056 0161 9732288 0161 9734850 0161 9733552 0161 9732843 0161 9731075 0161 9516447 0161 973 1750 0161 973 6024 0161 629 2311 0161 7483016 0161 7482317

PHARMACIES

If you have the symptoms of a cough, cold, or think you’ve got the flu a pharmacist is the best place to go, as they can usually provide you with the help and information you need on the spot. They can also offer help with healthy living issues such as losing weight or giving up smoking.

For opening times and NHS services available from your Pharmacy.

Please scan the QR code with your smartphone or visit: www.nhs.uk

Pharmacy / Chemist Boots Conran Late Night Pharmacy Lloydspharmacy Lloydspharmacy Malcolm's Pharmacy Reeds Chemist Sainsburys The Co-Operative Pharmacy The Co-Operative Pharmacy The Co-Operative Pharmacy Urmston Pharmacy Boots Lloydspharmacy Boots Boots Bowdon Pharmacy Broadheath Pharmacy Helgasons Pharmacy Oldfield Pharmacy Pelican Pharmacy Rowlands Pharmacy Sainsbury's Pharmacy Walkabout Limited Bladon B (Hale) Ltd Broomwood Pharmacy Ltd Cohens Hale Barns Pharmacy Instore Pharmacy Lloydspharmacy Lloydspharmacy Riddings Pharmacy Ltd Station Pharmacy The Co-Operative Pharmacy Timperley Pharmacy

Address Trafford Retail Park 175 Moorside Road 3 Crofts Bank Road Davyhulme Medical Centre, 130 Broadway, Davyhulme 28 Flixton Road 182 Church Road Unit 24, Eden Square Shopping Ctr 10 Woodsend Circle, Flixton 475 Moorside Road, Flixton 2 Station Bridge 287b Stretford Road 33 The Cross 12 The Cross, Lymm Unit 8b George Richards Way Altrincham Retail Park Msu 1 Stamford Quarter, George Street Vicarage Lane, Bowden 70 Manchester Road, Broadheath 8 Ashley Road 128 Seamons Road, Oldfield Brow 344 Manchester Road, West Timperley Lloyd House, No 7 Lloyd Street Lloyd Street 28 Sinderland Road 219 Ashley Road, Hale 63 Briarfield Road, Timperley 177 Ashley Road, Hale Shay Lane Medical Centre, Shay Lane, Hale Barns Manor Road 321 Hale Road, Hale Barns 186 Grove Lane, Hale 38 Riddings Road, Timperley 102 Park Road 238 Stockport Road, Timperley 250 Stockport Road, Timperley

Data correct with NHS Choices - March 2015 14

Area Urmston Urmston Urmston Urmston Urmston Urmston Urmston Urmston Urmston Urmston Urmston Bucklow Bucklow Altrincham Altrincham Altrincham Altrincham Altrincham Altrincham Altrincham Altrincham Altrincham Altrincham Altrincham Altrincham Altrincham Altrincham Altrincham Altrincham Altrincham Altrincham Altrincham Altrincham Altrincham

Postcode M41 7FN M41 5SJ M41 0TZ M41 7WJ M41 5AA M41 9FD M41 0NA M41 8GY M41 8TW M41 9SB M41 9NU WA13 0HR WA13 0HP WA14 5GR WA14 1RJ WA14 3BD WA14 4PJ WA14 2DW WA14 4LJ WA14 5NH WA14 2DD WA14 2SU WA14 5ET WA15 9SZ WA15 7DD WA15 9SD WA15 8NZ WA15 9QT WA15 8SS WA15 8PU WA15 6BP WA15 6TE WA15 7UN WA15 7UN

Telephone 0161 7487836 0161 7550389 0161 7482966 0161 7482199 0161 7572277 0161 7482438 0161 9115405 0161 7481926 0161 7485472 0161 7482090 0161 8643733 01925 752024 01925 753668 0161 9285024 0161 9284471 0161 9299005 0161 9297144 0161 9281164 0161 9429701 0161 9624255 0161 9282114 0161 9413185 0161 9281275 0161 9281233 0161 9800869 0161 9281662 0161 9040865 01619 569547 0161 9805247 0161 9802424 0161 9732951 0161 9731238 0161 9808880 0161 9485066

DENTISTS

Emergency Dental Clinic An Emergency Dental Clinic is available at the University Dental Hospital (UDH) and is for patients who are experiencing pain and require emergency dental care and who are not currently registered with a Dentist.

Urgent In Hours Care: 8.00am - 6.30pm Tel: 0161 476 9649 Urgent Out of Hours Care: 6.30pm - 8.00am Tel: 0161 337 2246 University Dental Hospital of Manchester, Higher Cambridge Street, Manchester M15 6FJ Dentist Ayres Road Dental Practice Brooks Bar Dental Firswood Dental Practice The Whalley Range Dental Practice C Carre Circle Dental Care Ltd Poppies Dental Care The Dental Team Trafford Dental Centre Carroll N V & Associate Claremont Dental Practice DCO Dental K S Dental Oasis Dental Care Ltd Oasis Dental Care Salemoor Sale Dental Spa Smile Creator Turret Orthodontic Practice Calm Dental K S Dental Revive Dental Care Simkins Dental Care The Urmston Dental Centre Dental Care with Jill Cooper Altrincham Dental Practice Ellesmere Dental Practice Goose Green Dental Gray's Dental Care Greenwood Dental Practice Lotus Orthodontic Practice Regent Dental Centre Crescent Dental Care DCO Dental Delahays Dental Practice V J Aggarwal

Address 151 Dental, 151 Ayres Road 176 Chorlton Road 90-92 Warwick Road South, Firswood 132 Withington Road, Whalley Range Unit U43, Stretford Mall 16a The Circle, Barton Road 24 Urmston Lane 858 Chester Road 86 Davyhulme Road East 203 Marsland Road 11 Claremont Road 1 Hope Road 331 Washway Road 23 Washway Road Ian Wood and Associates, 116 Northenden Road 77 Washway Road 332-334 Norris Road 258 Washway Road 132c Flixton Road 55 Flixton Road 10 Davyhulme Circle, Davyhulme 7 Lostock Road 13 Stretford Road 152 Rushgreen Road, Lymm 63 Manchester Road 70 Ellesmere Road 5 Denmark Street 62 Manchester Road 16 Greenwood Street 12a Market Street 22 Regent Road 2 Crescent Road, Hale 53c Mainiwood Road, Timperley 2a Delahays Drive, Hale 273 Stockport Road, Timperley

Data correct with NHS Choices - March 2015 15

Area Trafford Trafford Trafford Trafford Stretford Stretford Stretford Stretford Stretford Sale Sale Sale Sale Sale Sale Sale Sale Sale Urmston Urmston Urmston Urmston Urmston Bucklow Altrincham Altrincham Altrincham Altrincham Altrincham Altrincham Altrincham Altrincham Altrincham Altrincham Altrincham

Postcode M16 9WR M16 7WW M16 0HU M16 8FB M32 9BB M32 9TR M32 9BP M32 0QJ M32 0DJ M33 3ND M33 7DZ M33 3AB M33 4EE M33 7AD M33 3HD M33 7TQ M33 2UG M33 4RZ M41 5BG M41 5AN M41 0SS M41 0SU M41 9JY WA13 9QW WA14 4RH WA14 1JD WA14 2SS WA14 4PJ WA14 1RZ WA14 1QB WA14 1RP WA15 9NA WA15 7JW WA15 8DP WA15 7SP

Telephone 0161 8721695 0161 2262841 0161 8812114 0161 2269647 0161 8652431 0161 7482605 0161 8651633 0161 8643250 0161 8654629 0161 9620066 0161 9690434 0161 9627465 0161 9732753 0161 9695513 0161 9736356 0161 9697432 0161 9699907 0161 9260629 0161 7476841 0161 7484473 0161 7469029 0161 7483378 0161 7475375 01925 321601 0161 9282886 0161 9291009 0161 9284882 0161 9281813 0161 2330610 0161 9289266 0161 9412143 0161 9298111 0161 9806745 0161 9805019 0161 9803485

NHS DENTAL CHARGES Band 1 course of treatment

£18.50

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

Band 2 course of treatment

£50.50

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

Band 3 course of treatment

£219.00

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

NHS DENTISTRY

KNOW YOUR RIGHTS

"You're entitled to have all clinically necessary treatment on the NHS. This means that the NHS will provide any treatment that you need to keep your mouth, teeth and gums healthy and free of pain."

"If your dentist says you need a particular type of treatment, you should not be asked to pay for it privately. Your dentist is not allowed to refuse you any treatment available on the NHS but then offer the same treatment privately. Also, any treatment provided on the NHS has to be of the same high quality as treatments provided privately."

"Depending on what you need to have done, you should only ever be asked to pay one charge for each complete course of treatment, even if you need to visit your dentist more than once to finish it. You will not be charged for individual items within the course of treatment."

16

OPTICIANS & HEARING CENTRES

Optician Old Trafford Opticians Boots Optical Express Vision Express (UK) Ltd Boots-Stretford Crown Optical Centre Specialeyes Optical Centre Specsavers Opticians Tesco Opticians Boots-Sale Haggerty, Clare K M Patel Maloney Opticians Specsavers Opticians Asda Opticians Rabin Opticians Stotts Opticans Thomas Carter Opticians Travers Opticians Travers Opticians (Domiciliary Only) Adcott Opticians Boots Boots Hale Eyecare Ross Maskell & Associates Scrivens Ltd Specsavers Opticians Susan Wright Opticians Toll Optometrists Richard Dent Opticians S T & D S Jenrick Tesco Opticians Wood & Watson

Hearing Centres Boots Hearing Care Specsavers Hearing Centres Altrincham Hearing Centre Boots Hearing Care Hidden Hearing Specsavers Hearing Centres Amplifon myhearing.co.uk

Address 105 Ayres Road 10 Peel Avenue, The Trafford Centre 55 Peel Avenue, Trafford Centre 31 Peel Avenue, The Trafford Centre Unit 53, Stretford Mall Unit 51 Arndale Centre Unit 51 Stretford Mall, Chester Road Unit 15 Arndale Centre Chester Road 33 School Road 111 Northenden Road 17 Green Lane 28 School Road 16 Market Walk, Town Square Barton Dock Road, Trafford Park 138 Flixton Road 8 Crofts Bank Road 4 Station Road 473 Moorside Road 473 Moorside Road, Flixton 14a The Cross 60 George Street MSU 1 Stamford Quarter, George Street 140 Ashley Road, Hale 16 Regent Road 52 George Street 95 George Street 1 Regent Road 9 Ashley Road 371-373 Stockport Road, Timperley 230 Stockport Road, Timperley Tesco Superstore, Manor Road 176 Ashley Road, Hale

Area Trafford Trafford Trafford Trafford Stretford Stretford Stretford Stretford Stretford Sale Sale Sale Sale Sale Urmston Urmston Urmston Urmston Urmston Urmston Bucklow Altrincham Altrincham Altrincham Altrincham Altrincham Altrincham Altrincham Altrincham Altrincham Altrincham Altrincham Altrincham

Postcode M16 7GS M17 8BD M17 8BN M17 8BN M32 9BB M32 9BB M32 9BB M32 9BB M32 0ZS M33 7YE M33 3HF M33 5PN M33 7XF M33 7ZZ M41 7PP M41 5BG M41 0TS M41 9JN M41 8TW M41 8TW WA13 0HP WA14 1RF WA14 1RJ WA14 2UN WA14 1RP WA14 1RH WA14 1RN WA14 1RY WA14 2DT WA15 7UR WA15 7UN WA15 9QT WA15 9SF

Telephone 0844 3879808 0161 7476460 0800 0232020 0161 2029708 0161 8651306 0161 8642803 0161 8657312 0161 8669836 0845 6013479 0161 9733454 0161 9735065 0161 9733674 0161 9051104 0161 9692001 0161 6292320 0161 7482501 0161 7473753 0161 7475555 0161 7468098 0161 7468098 01925 757075 0161 9283012 0161 9285750 0161 9415400 0161 9416517 0161 9411559 0161 9295555 0161 9281891 0161 9280566 0161 9048126 0161 9806323 0161 9569538 0161 9413420

Address 10 Peel Avenue, 16 Market Walk, Town Square, 1-2, Denmark St, Stamford Quarter, George Street, 4 Lloyd Street, 95 George Street, 34 Greenwood St, 4 Kentmere Rd,

Area Trafford Sale Altrincham Altrincham Altrincham Altrincham Altrincham Altrincham

Postcode M17 8BD M33 7ZZ WA14 2DE WA14 1RJ WA14 2DE WA14 1RN WA14 1RZ WA15 7LW

Telephone 0845 2701595 0161 9692001 0800 4586726 0845 2701595 0161 8704966 0161 9295555 0161 9290612 0845 0558118

Data correct with NHS Choices - March 2015 17

18

SOCIAL CARE & INDEPENDENT LIVING

How do I get Social care?

If you have decided that you need social care support, you may want to think about the type of support you require, be it homecare workers, equipment or respite breaks.

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

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

Your local authority should: • assess your needs and give you advice, whatever your financial circumstances • tell you about local services and who to contact locally for advice • be able to provide information about services and support options available to you in your area • give you relevant information if you are an unpaid/family carer

Your rights and entitlements In most cases, you shouldn’t have to actively exert your rights in regards to the care that you receive.

However, if you feel you are being unjustly treated in breach of your rights, you may want to take action.

You can do this by telling someone you trust, seeking help from Healthwatch Trafford 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.

Family Support

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.

Families with disabled children may be eligible for Family Support to help you look after your child.

This can include day care for children under five, help with parenting such as parenting classes, courses or family support workers, practical home help, and access to a Children’s Centre. Some of these services are available to all families.

If you feel that your needs have changed over time, you will have to be re-assessed. Contact the social care team at your local authority to discuss it with them.

19

20

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 Trafford or your local authority will be able to provide you with information and advice on what services are available in your local area.

Community support and activities Some social care services can be provided to help you continue to play an active role in your community and to get out and about and do the things you want to do. For example, you may want to work or to partake in religious or cultural events such as a festival or a sports match. Social care services may be able to support you in a wide range of ways to enable you to continue to do these things, for example a community transport service.

Care and support services might typically include: • equipment • help in your home or in a care home • community support and activities • day centres • home adaptations • residential care • financial support • information and advisory services, and advocacy • support for carers • other support for care

Day centres Visiting a day centre can be a good alternative to moving into a care home. Day centres provide an opportunity to socialise and do activities that might not be available at home and may provide respite for family carers.

Adaptations to your home A common way that social care can support ill or disabled people to live independently at home is simple adaptations to the home. If you have difficulty living at home because of your condition, it is often a better option to improve your home than to move somewhere new. For example, depending on your condition, you might be able to get lowered kitchen surfaces and storage, wider doorways to accommodate wheelchairs or walking frames, or improved flooring to prevent trips and falls.

Equipment Getting the right equipment can revolutionise your life. The ability for you to remain independent sometimes hinges on small factors and tools, such as a jar gripper (to help you remove lids) or ways to raise your seat (so that you can get up more easily), which can make all the difference.

However, equipment can also help with weightier issues, for example, hoists to help people with mobility problems get on and off chairs or toilets, or in and out of the bath or bed. The equipment you may be able to access could include monitoring devices that check whether you have left the house if you have a condition, such as dementia, that causes confusion and wandering.

21

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.

22

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.

23

24

ALCOHOL & SUBSTANCE MISUSE SUPPORT Alcohol Recovery Navigation Service SPOC

Community Recovery Service & Recovery Support

Phoenix Futures Alcohol Recovery Navigation Service is commissioned to work with Adults with a Trafford connection; aged 25+, where alcohol is or has become an issue within individuals lives. The service provides an integrated treatment pathway for anyone experiencing difficulties with alcohol, and will empower individuals to make positive changes to their lives. Our aim is to work with service users to support them in improving their physical and psychological health, as well as how they cope in society. We aim to enable and empower individuals to reintegrate back into their communities. We also offer additional support with those who have domestic abuse concerns and offending behaviour.

Phoenix Futures Community Recovery and Recovery Support Service is commissioned to work with Adults with a Trafford connection; aged 25+, where drugs/alcohol has become an issue within individuals lives. The service enables clients to put structure in their life and deal with their substance misuse and underlying issues. We also have a holistic approach to recovery and work with partnership agencies. The service offers group work, self-help and peer support sessions, also, opportunities for service users to develop skills and personal responsibility. The services also offers; a skills and education training programme, organised leisure and recreational activities. The service is open on evening a week to accommodate peoples needs, offering; harm reduction and health information. The Recovery Support Service supports individuals who are abstinent from substances and require ongoing support. Our goal is to assist service users to maintain their abstinence and gain employment, training or education. All service users accessing Phoenix Futures who have children under the age of 18 can receive support from the Family Support Worker, who will work with families on parenting issues, budgeting, maintaining their tenancy, accessing groups and children’s centre’s, and accessing education and employment. This can also be supported by the Skills & Employment worker who will provide careers guidance advice.. In CV writing, interview techniques, job search and confidence building, one to one vocational guidance interviews are available.

All service users accessing Phoenix Futures who have children under the age of 18 can receive support from the Family Support Worker, who will work with families on parenting issues, budgeting, maintaining their tenancy, accessing groups and children’s centre’s. Onward referrals can be made to our Community Recovery and Recovery Support Service on completion.

Our contact details are…

Alchemy House, 7, Hampden Road, Sale M33 7UB Call: 0161 972 9820 • Fax: 0161 972 9821 Email: TraffordDayService@phoenix-futures.org.uk

Phoenix Futures Young People’s Service The Phoenix Futures Trafford Young People’s Service provides support for young people aged 11 to 25 who are using drugs and/or alcohol and would like to talk to someone in confidence. We run one to one, group work and prevention sessions and are flexible to ensure we adapt to meet the needs of the young people who are accessing our service. If you know a young person who you think needs help and could benefit from speaking to someone from our service then please get in touch.

Additionally we have implemented the Future Skills gardening initiative. This is a partnership agreement with Trafford Age UK and provides a free gardening service to the elderly Trafford residents. This will be linked to an NVQ in Customer Care.

Our contact details are…

Bridgewater House, Bridgewater Street, Sale M33 7EQ Call: 0161 905 8570 • Fax: 0161 905 8579 Email: TraffordDayService@phoenix-futures.org.uk

Our contact details are…

Grosvenor House, 177-179 Washway Road, Sale M33 4AH Call: 0161 905 1013 • Fax: 0161 973 4865 Email: trafford.yps@phoenix-futures.org.uk 25

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 At least one in four people experience a diagnosable mental health problem in any one year, and one in six experiences this at any one time.

Support and advice for people living with mental illness.

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

• More than half of those with a common mental health problem have both depression and anxiety.

• There are approximately 570,000 people with dementia in England, a figure that could double in the next 30 years.

Confidential support for people experiencing feelings of distress or despair.

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

• Nearly 850,000 children and young people aged five to 16 years have a mental health problem – about 10% of the population. Fewer than one in 10 accesses treatment.

Common mental health problems such as anxiety, depression, panic disorders, phobias and obsessive compulsive disorder can cause great emotional distress, and can affect how you cope with day-today life and your ability to work.

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

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

Less common conditions, such as psychosis, can make you experience changes in thinking and perception severe enough to significantly alter your experience of reality. These conditions include schizophrenia and affective psychosis, such as bipolar disorder, and can have the same lifelong impact as any long-term physical condition.

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

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

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.

The Pavilion Project

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.

Experienced in supporting vulnerable adults with a learning disability or mental health problem

07966 032 268 www.thepavilionproject.co.uk

26

ARE YOU A CARER?

Carers Direct helpline

A carer is anybody who looks after a family member, partner or friend who needs help because of their illness, frailty or disability. Many carers don’t see themselves as carers and it takes carers an average of two years to acknowledge their role as a carer. It can be difficult for carers to see their caring role as separate from the relationship they have with the person they care for, whether they are a parent, son, daughter, sibling or friend.

They simply may think of themselves as a friend or family of the person they care for. It is because of this that they often don’t realise there is help available to them as well. Such as how they can get assessments, direct payments, home care, housing adaptations or funding for short breaks and respite.

Call the Carers Direct helpline on 0300 123 1053 if you need help with your caring role and want to talk to someone about what options are available to you.

If you are busy at certain times of day, you can send us a message to ask us to call you back for free at a time that is convenient to you. The helpline is open from 9am to 8pm Monday to Friday, and from 11am to 4pm, at weekends. The helpline is closed on bank holidays. Calls are free from landlines and mobiles within the UK.

Information

Some carers can suffer from poor health because of the demands of their caring role. For example, back pain can result from lifting or moving the person being cared for. It may also be difficult to maintain a healthy diet and exercise routine while caring.

The helpline advisers can give you information to help you make decisions about your personal support needs and the needs of the person you're looking after.

This information includes assessments, benefits, direct payments, individual budgets, time off and maintaining, leaving or going back to work or education.

Without the right support, being a carer can be an extremely stressful role.

• Ask for help: We all need help from time to time and carers are no exception.

Help is out there, you only need to ask!

The helpline staff will tell you how to complain if anything goes wrong with any of the services you use or put you in touch with your local authority or NHS services.

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

Local and specialist help

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

Our helpline advisers can put you in touch with specialist national or local sources of help, including social care, healthcare and self-help networks and resources.

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

The Carers Direct helpline doesn't provide personal financial, medical or legal advice and doesn't provide casework, advocacy, representation, counselling or emotional support. But our advisers can help you get in touch with people who do provide these services.

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

27

28

CARE IN YOUR OWN HOME

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

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

Depending on your needs, you can receive help and support that allows you to stay in your own home as long as possible. Not only do you avoid any upheaval and stay in familiar surroundings, it can also be a more economical alternative to residential care.

What home care services are available?

Direct Payments can be made to:

• 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

• 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.

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

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.

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

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

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.

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.

29

30

CARE IN YOUR OWN HOME

Care Provider Allied Healthcare Allied Healthcare Greater Manchester Care Visions at Home Complete Care and Enablement Services Premier Care Limited Supported Living Scheme North West Woodlea Residential Care Home Creative Support - Elkin Court Mr Dean Oliver Dervan Premier Care Limited - Trafford & Manchester Homecare Branch Premier Care Limited - Trafford & Manchester Learning Disabilities Branch SOS Homecare Limited TLC Private Home Care Services Ltd Abbey Nursing & Care Agency Creative Support Crossroads Care Trafford EAM Homecare Limited Eaton Place Huggies Cares Ltd Human Support Group Ltd Lime Tree House Redhouse Care Team Limited Right at Home South Trafford Routes Healthcare Greater Manchester Stockdales Domiciliary Support Services The Home Team Care Ltd Waterside House Bramer Nursing & Care Agency Limited Creative Support Creative Support Eden Square, Apartment 13 Harbex Nursing & Care Mears Care - Manchester TLC Private Home Care Services Trafford Health Centre Absolute Care at Home Ltd Head Office Cheshire Quality Care Creative Support - Stokoe Avenue Faster than a Cat t/a Bluebird Care Freedom Homecare Ltd Home Instead Senior Care Kare Plus Trafford Prolife Healthcare Services Central Office FitzRoy Supported Living SEA Recruitment Services Ltd

Address West Point 15th Floor West Point 15th Floor Suite 15, Empress Buildings Unit 2.2 & Unit 2, Empress Business Ctr, Chester Rd 8 Premier Street, Old Trafford Henshaws Supported Living Scheme North West, Atherton House 196 Upper Chorlton Road 42A Hardwick Road, Partington 34 North Lonsdale Street, Gorsehill Stretford Ground Floor, 906 Chester Road

Area Trafford Trafford Trafford Trafford Trafford Trafford

Postcode M16 9HU M16 9HU M16 9EA M16 9EA M16 9ND M16 0GS

Telephone 0161 9050060 0161 7498801 0161 7727962 0161 7475966 0161 2262270 0161 8721234

Trafford Trafford Trafford Trafford

M16 7SF M31 4DT M32 0PG M32 0PA

0161 8629521 0161 7777913 07708 252958 0161 8644205

First Floor, 906 Chester Road

Trafford

M32 0PA

0161 8644241

Statham House, Talbot Road Bennett Street, Stretford 109 Washway Road 3 Washway Road 9 Marsland Road 103 Washway Rd 114 Washway Road 34 Dargle Road 59 Cross Street 264 Washway Road 64 Marsland Road Eaton Place Business Centre, 114 Washway Road Suite 6, Dunham House, Cross Street 34 Harboro Road 2 Stokesay Road Sale Waterside 15 Woodlands Avenue 1A Forest Court, Woodsend Crescent 10 Shawe Road Unit 5, Golden Way 18 Station Road 260 Flixton Road Stanley House, 19-23 Crofts Bank Road Moorside Road, Davyhulme St Marys Studios, St Marys Road Room 6 Thornfield House, Delamer Road, Bowdon 2 Stokoe Avenue Second Floor, Station House, Stamford New Road Blue Chip Business Centre, Atlantic Street Suite 6 The Parflo Building, Huxley St, Broadheath Atlantic Business Centre, Atlantic Street 65 Lindsell Road, West Timperley 2 Appleby Avenue, Timperley 98 Lorraine Road, Timperley 33 Ridgeway Road, Timperley

Trafford Trafford Sale Sale Sale Sale Sale Sale Sale Sale Sale Sale Sale Sale Sale Sale Urmston Urmston Urmston Urmston Urmston Urmston Urmston Urmston Altrincham Altrincham Altrincham Altrincham Altrincham Altrincham Altrincham Altrincham Altrincham Altrincham Altrincham

M32 0FP M32 8SG M33 7TY M33 7AD M33 3HP M33 7TY M33 7RF M33 7FW M33 7HF M33 4RZ M33 3HG M33 7RF M33 7HH M33 5AH M33 6GL M33 7ZF M41 6NE M41 8AE M41 5DL M41 0NA M41 9JN M41 5DR M41 0TZ M41 5SL WA14 2PL WA14 2NG WA14 4LF WA14 1EP WA14 5DD WA14 5EL WA14 5NQ WA14 5PA WA15 7HY WA15 7ND WA15 7HA

0161 8774459 0161 7470322 0161 9732066 0161 2369196 0161 9051986 07905 741969 0161 9628863 0161 7181808 0161 9429490 0161 9737956 0161 3740955 0161 3740759 0161 3593342 0161 9732296 0161 3768610 0161 9122810 0161 7488606 0161 7553594 0161 7484005 0161 7473512 0161 7467711 0800 1214145 0161 7470322 0161 7474978 0161 9416398 07790 875781 0161 2330523 0161 9287151 0161 9693559 0161 8701136 0161 7110522 0161 9289402 07835 634769 0161 9049598 0161 9288810

Data correct with CQC - March 2015

31

EAM Care Group provides much needed full and part-time support to families with disabled children and young adults across Manchester We are here to help please call 0161 777 8511 www.eamcaregroup.co.uk

32

CHOOSING BETWEEN RESIDENTIAL,

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

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

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

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

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

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

Adults aged 18-65 There are also residential care homes that provide care and support for younger adults with, for example, severe physical disabilities, learning disabilities, acquired brain injury, progressive neurological conditions or mental health problems.

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

33

NURSING & INDEPENDENT LIVING

Choosing a care home

What your choices are

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

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

Respite and short term stays

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

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

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

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

KNOW YOUR RIGHTS! 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 • The right to eat food that's prepared in line with your faith, and to worship when and where you want to • The right to choose the food that you eat, and to be given the time and space to relax and enjoy your meal • The right to choose when you get up in the mornings and go to bed at night • The right to complain if you're unhappy with your care 34

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.

Owning Property There are rules that explain how the property of the person you're looking after will be taken into account In some cases it can be disregarded, this is the case if a partner is still living in the property.

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.

The capital limit for residential care is ÂŁ23,250.

Local authorities will investigate if they believe that the person you're looking after has deliberately reduced their capital to avoid paying care home fees. There is a scheme called the deferred payment scheme which allows someone who goes into care to keep their property and still get help from the local authority with paying care home fees. The local authority recovers the fees from the proceeds when the property is sold.

This scheme can also be used if there is a delay in selling a property.

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

Self-funders

www.ageuk.org.uk

After the means-tested assessment, the person you're looking after may receive a decision that they will have to pay their own care home fees.

People paying their own fees are referred to as self-funders. Self-funders will still receive advice about the arrangements for residential care.

Once a self-funder's capital reaches ÂŁ23,250 the local authority is responsible for helping out with the care home fees. This will require another assessment.

www.carersuk.org www.findmegoodcare.co.uk www.moneyadviceservice.org.uk www.societyoflaterlifeadvisers.co.uk

35

36

RESIDENTIAL & NURSING CARE Residential Homes Alness Lodge Limited Clifton House Dom Polski Residential Care Home Fairleigh House Mariana House Norton Street Polonia Premier Homes Russley Lodge Shassab Residential Care Home Wellfield House Woodlea Residential Care Home Wren Care Home Limited Derby House Dover House Care Home Ascot House Ashton Lane Beckdale House Claremont Care Home Ferrol Lodge Care Home Harboro Hayling Road Headonhey Kara House Lime Tree House Lynwood Lodge Mayfield Care Home Syrian House Victoria Rest Home 10 Spennithorne Road Ann Challis Creative Support - Trafford Respite Service De Brook Lodge Haylands Residential Home for Gentlemen Katherine Lowe House Manor Hey Care Centre Meade Close SignHealth Bowfell Road The Fairways The Knoll Urmston Manor RH York Lodge Residential Home Brookfield Cotebrook House Keate House Residential Home Limited The Bungalow - Lymm Bickham House Handsworth (MHA) Heathside Retirement Home Kilpeacon House Residential Care Home Oldfield Bank Residential Care Home The Cedars Rest Home Limited Cliffemount Community Care Praxis Care Sunrise of Hale Barns The Coppice

Address 50 Alness Road Clifton Court, Ayres Road 18 Carlton Road, Whalley Range 34 Wellington Road, Whalley Range 45-47 Alexandra Road South, Whalley Range 28 Norton Street 17 Demesne Road 8 Premier Street 276 Wilbraham Road, Chorlton 144 Manchester Road, Chorlton-cum-Hardy 38-44 Athol Road, Whalley Range 196 Upper Chorlton Road 92 Carlton Road 32 Derbyshire Lane 30 Derbyshire Lane Ascot Ave 47 Ashton Lane 3 Beaufort Road 254-256 Washway Road 49 Northenden Road 34 Harboro Road 34 Hayling Road 34 Harboro Road 29 Harboro Road 264 Washway Road 20/22 Broad Road Beaufort Road Sandiway Road, Ashton-on-Mersey 295 Washway Road 10 Spennithorne Road 128 Stretford Road 10 Shawe Road, Flixton 110 Irlam Road, Flixton 93 Crofts Bank Road Barton Road Manorhey Care Centre, 130 Stretford Road 1-2 Meade Close 100 Bowfell Road 269 Church Road, Flixton 109 Church Road 61-63 Church Road 54-56 Crofts Bank Road 18 Brookfield Road, Lymm 19 Oughtrington Lane, Lymm 9 Brookfield Road, Lymm 6 Hardy Road, Lymm Green Walk, Bowdon West Road 74 Barrington Road Grey Road 5 Highgate Road 23 Langham Road, Bowdon 411 Hale Road, Hale Barns 2 Norwood Drive 295 Hale Road, Hale Barns 51 Wellington Road Data correct with CQC - March 2015 37

Area Trafford Trafford Trafford Trafford Trafford Trafford Trafford Trafford Trafford Trafford Trafford Trafford Trafford Stretford Stretford Sale Sale Sale Sale Sale Sale Sale Sale Sale Sale Sale Sale Sale Sale Urmston Urmston Urmston Urmston Urmston Urmston Urmston Urmston Urmston Urmston Urmston Urmston Urmston Bucklow Bucklow Bucklow Bucklow Altrincham Altrincham Altrincham Altrincham Altrincham Altrincham Altrincham Altrincham Altrincham Altrincham

Postcode M16 8HW M16 7NX M16 8BB M16 8EX M16 8GH M16 7GQ M16 8HG M16 9ND M16 8WP M16 0DZ M16 8QN M16 7SF M16 8BE M32 8BJ M32 8BJ M33 4GT M33 5PA M33 3WR M33 4RZ M33 2DL M33 5AH M33 6GW M33 5AH M33 5AN M33 4RZ M33 2AL M33 3WR M33 5AL M33 4EE M41 5BU M41 9LT M41 5DL M41 6NA M41 0US M41 7NL M41 9LT M41 5BL M41 5RR M41 6EP M41 9FJ M41 9EJ M41 0UH WA13 0PZ WA13 0QY WA13 0QL WA13 0NX WA14 2SN WA14 2LA WA14 1JB WA14 4BU WA14 4QZ WA14 2HX WA15 8XU WA15 7LD WA15 8SN WA15 7RQ

Telephone 0161 2264313 0161 2267698 0161 2261836 0161 2264550 0161 2264000 0161 2262979 0161 2320719 0161 2262270 0161 8812989 0161 8604596 0161 8819700 0161 8629521 0161 8818658 0161 7180248 0161 7180248 0161 9620996 0161 9620978 0161 9739393 0161 9737130 0161 9730530 0161 9732296 0161 9734306 0161 9693527 0161 9693393 0161 9737956 0161 9737210 0161 9732371 01925 571680 0161 9731175 0161 7486414 0161 7483597 0161 7483562 0161 7485403 0161 7498887 0161 7482844 0161 7476888 0161 7468313 0161 7478156 0161 7468160 0161 7553818 0161 7476510 0161 7482315 01925 755363 01925 752583 01925 752091 01925 751459 0161 9282514 0161 9285314 0161 9413622 0161 9282784 0161 9280658 0161 9284361 0161 3170083 0161 9049228 0161 8202360 0808 1684662

RESIDENTIAL & NURSING CARE Nursing Homes Abbotsford Nursing Home Alexandra Lodge Care Centre Chorlton Place Nursing Home Conifers Nursing Home Beverley Park Nursing Home Bange Nursing Homes Limited t/a Bradley House Nursing Home Brookfield Nursing Home De Brook Lodge Faversham House Nursing Home Flixton Manor Manor Hey Care Centre Serendipity Home Shawe House Shawe Lodge Nursing Home Cheshire Grange Order of The Sisters of St Joseph of The Apparition Woodend Nursing and Residential Centre Allingham House Care Centre Timperley Care Home Wyncourt Nursing Home

Address 8-10 Carlton Road, Whalley Range 355-357 Wilbraham Road, Chorlton 290 Wilbraham Road, Chorlton 158, Manchester Road, Chorlton 22 Sandy Lane 2 Brooklands Crescent

Area Trafford Trafford Trafford Trafford Stretford Sale

Postcode M16 8BB M16 8NP M16 8LT M16 0DZ M32 9DA M33 3NB

Telephone 0161 2264430 0161 8605400 0161 8820102 0161 8812514 0161 8651883 0161 9732580

71 Crofts Bank Road 110 Irlam Road, Flixton 59 Church Road 2-8 Delamere Road Manorhey Care Centre, 130 Stretford Road Greenfield Avenue Pennybridge Lane, Flixton Barton Road Booths Hill Road, Lymm Lady of the Vale Nursing Home, Grange Road, Bowdon Bradgate Road Deansgate Lane, Timperley 53d Mainwood Road, Timperley 162 Park Road, Timperley

Urmston Urmston Urmston Urmston Urmston Urmston Urmston Urmston Bucklow Altrincham

M41 0UB M41 6NA M41 9EJ M41 5QL M41 9LT M41 0XN M41 5DX M41 7NL WA13 0EG WA14 3HA

0161 7475365 0161 7845403 0161 7485998 0161 7467175 0161 7476888 0161 7473738 0161 7487867 0161 7487867 01925 750670 0161 9282567

Altrincham Altrincham Altrincham Altrincham

WA14 4QU WA15 6SQ WA15 7JW WA15 6QH

0161 9295127 0161 9272940 0161 9808001 0161 9621290

Data correct with CQC - March 2015

38

EXPRESSING COMPLAINTS & CONCERNS

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

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

WHEN SHOULD I COMPLAIN?

The Parliamentary and Health Service Ombudsman (PHSO) Millbank Tower, Millbank, London SW1P 4QP Tel: 0345 015 4033 Email: phso.enquiries@ombudsman.org.uk Web: www.ombudsman.org.uk

You should make your complaint as soon as possible. The NHS complaints procedure states that you should make your complaint within 12 months of either the event you are complaining about or as soon as the matter came to your attention.

This time limit can be extended as long as the complaint can still be satisfactorily investigated so don’t let this prevent you from contacting NHS England about your complaint.

The PHSO undertakes independent investigations into complaints alleging that government departments and other public bodies in the UK, including NHS England, have not acted properly or fairly or have provided a poor service.

If you are unsure of the complaints process, you can ask the provider to give you a copy of the complaints procedure for the service you are unhappy about. This will tell you who to contact, how they handle your complaint and how they will learn from your complaint.

HOW TO COMPLAIN ABOUT HOSPITALS? Raise problems with the staff in the first instance. Each hospital also has a Patient Advice and Liaison Service (PALS), which is an impartial, open and confidential service for people who would like information and advice about services or help to resolve concerns or problems when they are using the NHS. They provide information about the NHS complaints procedure and how to get independent help if you decide you want to make a complaint.

Please note that service providers and commissioners welcome all feedback from clients. The same contact details can also be used if you are pleased with the Service(s) you have used.

HOW TO COMPLAIN ABOUT NHS

The Patient Advice and Liaison Service may be contacted on: Telephone: 0161 873 9577

TREATMENT INCLUDING: GPs, Dentists, Pharmacies and Opticians

If you use a text phone, you can access the text relay service by dialling 18001 then 0161 873 9577.

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

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.

NHS England PO Box 16738, Redditch B97 9PT Tel: 0300 311 2233 (Monday to Friday 8am to 6pm, excluding English Bank Holidays) Email: england.contactus@nhs.net

or in writing to: Customer Care and Experience Department 1st Floor, Crossgate House Cross Street, Sale M33 7FT

Please write ‘For the attention of the Complaints Manager’ in the subject line.

Website: www.england.nhs.uk

or via E-mail: customercare.trafford@nhs.net

39

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

The General Medical Council.

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

You can raise any concerns by:

The Nursing and Midwifery Council.

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

Going online at: www.trafford.gov.uk Email: ss.comp@trafford.gov.uk Tel: 0161 912 1358/4473

The General Dental Council.

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

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

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

Trafford CYPS, Compliance and Governance, Trafford Town Hall, Talbot Road, Stretford M32 0TH Email: complaintscyps@trafford.gov.uk Tel: 0161 912 4698

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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