Wigan Health & Social Care Signposting

Your local spotlight on Health & Social Care services in the Wigan Borough

Health & Social Care Signposting Directory For Wigan Borough

Issue 1

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CONTENTS Contents Healthwatch Wigan

1–4

NHS - Know Your Rights!

5–6

Free NHS Health Check

Understanding The Care Act - New Law April 2015 Healthy Living

Patient Choice Of GP Practices

GP & GP Surgeries in the Wigan Borough Pharmacies in the Wigan Borough Dentists in the Wigan Borough

Opticians in the Wigan Borough

Social Care & Independent Living Personal Health Budgets

7–8

9 – 10

11 – 12

13 – 14

15 – 16

17 – 18 19

20

21 – 24

25

NHS Care

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Recognising Dementia

Recognising Mental Health & Support Are You A Carer?

Care in your Own Home in the Wigan Borough

Choosing Between Residential, Nursing & Independent Living Residential Care Costs

Residential & Nursing Care in the Wigan Borough Expressing Complaints & Concerns Wigan Advice Network

27

28

29 – 30

31 – 32

33 - 34

35

36

37 - 38

39 - 40

Disclaimer

This Directory has been compiled to signpost primary health and social care providers throughout the Wigan Borough.

Whilst we have taken every care in compiling this publication, the publishers and promoters cannot accept responsibility for any inaccuracies.

All listings are supplied via the Care Quality Commission (CQC) and NHS Choices. Neither Healthwatch Wigan nor HealthCare Publications can be held responsible for any errors or omissions.

All signposting services are up to date as of February 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 WIGAN

Healthwatch is the name for the new organisation that helps children, young people and adults speak up about health and social care locally.

At the heart of Healthwatch Wigan is our vision: “To help citizens and communities get the best out of Health and Social Care services in the Borough of Wigan.”

As an organisation our main focus is to make sure that local people’s views and experiences of local services are listened to, understood and acted upon by decision makers and service delivery organisations.

Speaking up for you

• Supporting people to share their views and concerns about health and social care services in Wigan • Helping build a picture of where services are doing well and where they can be improved • Providing authoritative, evidence based feedback to organisations responsible for funding or delivering local health and social care services • Working with Clinical Commissioning Groups to help make sure that service really are designed to meet local people’s needs • Alerting Healthwatch England and the Care Quality Commission to concerns about specific care providers

• We gather the views and experiences of local people in a multitude of ways including surveys, research and by listening to the concerns, comments and compliments of people we meet at events, workshops and by monitoring the calls to our office.

• Having collected evidence, we analyse and reflect on this and report our findings to the people who provide the relevant service, to the commissioners who pay for that service, and if the issue needs escalating, to the Care Quality Commission and Healthwatch England.

What are we responsible for?

Healthwatch Wigan is independent and powerful; it influences decision makers in organisations that provide health and social care throughout the Borough.

We listen to you

Healthwatch Wigan is part of a national network of local Healthwatch organisations that were established under the Health and Social Care Act 2012 and set up in April 2013.

To find out what you think of the health and social care services you come across.

• What needs changing?

• What works well?

• What services are missing?

Contact us

Healthwatch Wigan Wigan Life Centre (North Site), The Wiend, Wigan WN1 1NH

We are always willing to attend or speak to voluntary and community groups, health and social care support groups, schools, clubs etc...about our work and to invite people to tell us about their experiences of local health and social care provision.

Office telephone: 01942 489737

Email us at: info@healthwatchwigan.org

Visit our website: www.healthwatchwigan.org

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HEALTHWATCH WIGAN Why we want volunteers

As a new organisation with a small staff team we are looking to take on around 50 volunteers to support our work. We are looking to recruit people into the following roles but, if you don't see a role that interests you, feel free to suggest other ways in which you could support Healthwatch Wigan.

Community Engagement Volunteer - help raise awareness of Healthwatch Wigan and support & encourage people to share their views of health & social care services by speaking to people and groups in your local community.

Enter & View Panel Member - help improve health & social care services by carrying out visits to providers to observe the service in action, speak to staff, patients and carers and consider where improvements could be made.

Support the work of Healthwatch Wigan

Volunteers are at the heart of Healthwatch Wigan, as Directors and in a variety of other roles; they are vital to our work and we are committed to ensuring that anyone who volunteers with us enjoys, and benefits from, their volunteering.

Event Volunteer - help raise awareness of Healthwatch Wigan by attending, presenting at and/or running stalls at community events across Wigan Borough.

• 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 to spare?

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

Research & Copy Writing Volunteer - support Healthwatch Wigan to act on concerns by carrying out desk research, holding conversations & interviews, analysing survey results and writing copy for newsletters, press releases and the Healthwatch Wigan website.

Healthwatch Wigan's volunteer programme is open to anyone with an interest in helping local people to have their say on health & social care services in Wigan Borough.

Social Media Volunteer - help raise awareness of Healthwatch Wigan by working with the team to plan and carry out social media campaigns using Twitter, Facebook, YouTube, MailChimp and the Healthwatch Wigan website.

You don’t need any qualifications to be a Healthwatch volunteer, just a willingness to listen and talk, an open mind and a desire to raise the voice of local people.

For more information about volunteering with Healthwatch Wigan, or for details about the roles listed above, email: volunteer.team@healthwatchwigan.org or call: 01942 489737

What volunteers will get from us • • • • • • • • •

Induction to the organisation Training relevant to your role Regular volunteer updates Support and advice from the Healthwatch staff team Out-of-pocket expenses The opportunity to meet new people The opportunity to develop new and existing skills The opportunity to gain experience of volunteering for an organisation that champions local people's views about health & social care services The satisfaction of knowing you are making a difference to the work of Healthwatch Wigan

Get Involved

For Healthwatch Wigan to be successful we need local people to get involved. You can support Healthwatch Wigan by: Sharing your views and experiences Taking part in surveys Telling friends and family about us Volunteering your time"

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HEALTHWATCH WIGAN Wigan’s health at a glance

Healthwatch Wigan priorities

The health of people in Wigan Borough is varied compared with the England average.

Healthwatch Wigan set up four sub groups, Primary Care; Secondary Care; Social Care; and Public Health, to identify, discuss and prioritise issues.

Each group is made up of Healthwatch Wigan staff, directors and stakeholders, plus commissioners and service providers.

• About 12,000 children in Wigan Borough live in poverty. This is higher than the national average.

• Life expectancy for both men and women is lower than the England average.

Primary Care:

• The difference in life expectancy between the most deprived areas and the most affluent areas of Wigan Borough is significant at 9.4 years lower for men and 8.5 years lower for women.

• Access to GPs - looking at a range of factors, including location of surgeries, barriers to access and appointment systems, etc.

• Understanding the factors that affect people's choice of service, e.g. why people visit their GP with oral health problems instead of a Dentist

• Levels of teenage pregnancy, breast feeding take-up and smoking in pregnancy are worse than the England average.

• Self-management of care - the group believe this is an important part of making integrated care work

• Alcohol-specific hospital stays among those under 18 is worse than the England average.

• Over the last 10 years, early death rates from cancer and from heart disease and stroke have fallen but remain worse than the England average.

Secondary Care:

• Improving the hospital discharge process

• Improving access to services for people with disabilities

• Estimated levels of adult 'healthy eating', smoking, physical activity and obesity are worse than the England average.

• Healthier Together public consultation Social Care:

• In Year 6, 18.9% of children are classified as obese, this is equal to the England average.

• Improving communication with Adult Social Care Teams

• The rate of road injuries and deaths is better than the England average.

• Addressing concerns with regards to lack of clarity about pathways, including financial and needs assessment

• 96,000 people in Wigan Borough are living with one or more long term conditions, including diabetes, asthma, heart disease, lung disease, dementia, stroke and arthritis.

• Investigating variation in services provided to people with the same level of need

• 5% of the population in Wigan Borough are living with diabetes with around 100 additional people being diagnosed each month.

• Legislation around disability access Public Health:

• Ensuring local people are engaged in the development of the Joint Strategic Needs Assessment (the JSNA reports on the health and wellbeing needs of local people) • Reviewing oral health and healthy living dentistry

• Use of social marketing, which applies commercial marketing strategies to promote public health

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SOME OF OUR KEY ACHIEVEMENTS Patient Transport Service

Healthier Together response

We heard numerous views about poor service being provided by the Non-Emergency Patient Transport Service. These concerns were echoed in other boroughs, so we decided to work with our colleagues across Greater Manchester to investigate, then produced a report based on our findings.

Healthier Together is a review of health and care in Greater Manchester. It is a complicated programme which touches on aspects of primary care reform, developing integrated care and on transformation of services delivered within hospitals.In many ways Healthwatch Wigan has been at the forefront of criticism of the Healthier Together process – including front page articles in Wigan Evening Post and Observer highlighting the multi million pound management costs of the project and the threat to emergency services in the Borough.

Our research involved a survey of nearly 575 patients throughout Greater Manchester by the Greater Manchester Healthwatch Network, including 71 patients living in Wigan Borough.

In the summer of 2014 the Healthier Together programme entered a period of formal consultation with the public, during this period, Healthwatch Wigan were very busy observing and supporting engagement activities. Many people spoke to us concerned that Healthier Together's transport standards for journeys between hospitals were impossible to achieve. As a result we delivered a project to look into this, including using volunteers to test journey times.

• The research found that time keeping is a major problem with the service, with half of patients living in Wigan Borough saying they did not get to their appointment on time.

• Large numbers of patients also said they waited in excess of 90 minutes before they were taken home following their appointment; one third of the people from Wigan Borough reported waiting two hours or more.

• For patients, when combined with a delay in getting to their appointment this can make a short medical appointment turn into a very long day away from home.

High profile health commentator comes to Wigan

Healthwatch Wigan were delighted to host an event in September 2014 for members of the local public and voluntary sectors and the Healthwatch network in the North West to hear from Roy Lilley on the major issues facing Health and Social Care services. Roy, a former NHS Trust Chair, is a nationally acclaimed, independent health policy analyst, writer, broadcaster and commentator and the editor of www.nhsmanagers.net In a thoughtprovoking and humorous speech, Roy shared the “nine things that keep me awake at night” with the full house at DW stadium - inspection; complaints; whistle blowing; finance; service redesign; staff ratios; data; boards; and public health.

Our report called on the service provider and the commissioners of this service to make improvements so that citizens of Wigan Borough receive the good quality, safe and worry-free service they are entitled to. The provider and commissioner have both responded positively:

• Arriva Transport Solutions have made improvements already to the planning and management of the services and are working closely with hospitals and discharge departments to improve the timeliness of the service and the information given to patients.

• Commissioners are taking on board the findings of our report in planning the new contract for the service from 2016.

As well as listening to Roy's inspirational talk, delegates had the opportunity to put questions to him, and a panel comprising of Director of Social Services at Wigan Council, Stuart Cowley; Chief Executive at Wigan Wrightington Leigh NHS Trust, Andrew Foster; and Chief Operating Officer at Wigan Borough CCG, Trish Anderson.

In recognition of the joint work carried out to investigate non-emergency patient transport and the subsequent report, Healthwatch Wigan, along with colleagues from local Healthwatch in Greater Manchester, won the Award for Outstanding Collaborative Project at the Healthwatch Annual Conference in July 2014.

Healthwatch Wigan, and our Greater Manchester colleagues, continue to work on this issue.

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The panel agreed on the need to use all partners' strengths and really push the idea of collaboration across services, with a great example being given by an audience member of 999 services starting to work together across the Borough to reduce need for paramedics to attend when not needed.

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

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

We can: • Explain your rights and what standards to expect from services • Help you find out about funding for health & social care • Help you to access services and find your way through care ‘pathways’ – find the right service for you • Put you in touch with Support Groups, Voluntary and Community Organisations • We can register your concerns and provide information on making complaints • Pass on your reports of excellent services and care • If you need advocacy we can refer you to the Independent Complaints Advocacy (ICA)

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

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

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

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

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

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

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

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

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

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

NHS - KNOW YOUR RIGHTS! You have the right to be given information about the test and treatment options available to you, what they involve and their risks and benefits.

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

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

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

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

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

Our eight consumer principles are: • Essential Services • Access • A safe, dignified and quality service • Information and education • Choice • Being listened to • Being involved • A healthy environment

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.

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.

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 express a preference for using a particular doctor within your GP practice, and for the practice to try to comply.

Contact Us: Office telephone: 01942 489737 Write to us at: Healthwatch Wigan Wigan Life Centre (North Site), The Wiend, Wigan WN1 1NH Email us at: info@healthwatchwigan.org Visit our website: www.healthwatchwigan.org

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

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

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

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

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

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FREE NHS HEALTH CHECK Who is it for?

Everyone is at risk of developing heart disease, stroke, diabetes, kidney disease, and some forms of dementia. The good news is that these conditions can often be prevented – even if you have a history of them in your family. Have your free NHS Health Check and you will be better prepared for the future and be able to take steps to maintain or improve your health.

The NHS Health Check scheme is available across Wigan.

If a person is aged between 40 and 74 and hasn’t already been diagnosed with heart disease, diabetes, kidney disease, or had a stroke, they may be invited by their GP for the NHS Health Check by letter, text or they may be offered the NHS Health Check when they are at their GP for another reason.

Why do I need an NHS Health Check?

We know that your risk of developing heart disease, stroke, type 2 diabetes, kidney disease, and dementia increases with age. There are also certain things that will put you at even greater risk.

These are:

• Being overweight

• Being physically inactive • Not eating healthily • Smoking

• Drinking too much alcohol • High blood pressure • High cholesterol

Both men and women can develop these conditions, and having one could increase your risk of developing another in the future.

• In the brain a blocked artery or a bleed can cause a stroke

• In the heart a blocked artery can cause a heart attack or angina

Helping you prevent heart disease, stroke, diabetes, kidney disease and dementia

• The kidneys can be damaged by high blood pressure or diabetes, causing chronic kidney disease and increasing your risk of having a heart attack • Being overweight and physically inactive can lead to type 2 diabetes

• If unrecognised or unmanaged, type 2 diabetes could increase your risk of further health problems, including heart disease, kidney disease and stroke

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FREE NHS HEALTH CHECK Even if you’re feeling well, it’s worth having your NHS Health Check now.

We can then work with you to lower your chances of developing these health problems in the future.

Questions you may have

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?

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?

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

• The check will take about 20-30 minutes

• You’ll be asked some simple questions.

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

I know what I’m doing wrong.

How can the doctor help me?

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

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

• We’ll take your blood pressure

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

What happens after the check?

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

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

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

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

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

Will everyone have this check?

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

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

• Some people with raised blood pressure will have their kidneys checked through a blood test • Some people may need to have another blood test to check for type 2 diabetes. Your health professional will be able to tell you more

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

Helping you prevent heart disease, stroke, diabetes, kidney disease and dementia 8

UNDERSTANDING THE CARE ACT - NEW LAW APRIL 2015 What is the Care Act?

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.

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.

The main themes of the Care Act are around promoting:

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.

• Wellbeing: giving people greater choice and control to be independent and providing advice and support.

• Carers entitlements and rights: carers will be entitled to their own assessments to see if they are eligible for support.

Most local authorities have had a one size fits all approach to care. The focus has been on what disabilities someone has, or what services the local authority can provide, rather than on the individuals needs. 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.

• A lifetime cap on care costs: there will be a limit to the amount you will have to pay for care in your lifetime (this will not come into force until April 2016). The lifetime cap on care costs will be £72,000 for people aged 65+. Local authorities must also help people to benefit from independent financial advice, so that they can get support to plan and prepare for the future costs of care.

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.

• Advocacy: the local authority must find you an independent advocate who will help you and represent your best interests to get the right services if you are unable to do so.

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• Keeping adults safe: This is the first time there as been a law telling local authorities what to do to help keep adults safe from abuse or neglect.

UNDERSTANDING THE CARE ACT - NEW LAW APRIL 2015 How does the care act benefit carers?

The Rules

Well-being: Local Authorities must have services to meet different people’s needs. They must always think about your wellbeing.

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.

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 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 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

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.

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.

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.

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.

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.

To view The Care Act in further detail please visit:

www.gov.uk/government/publications/care-act-2014-part1-factsheets

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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HEALTHY LIVING The choices we make about how we live can have a significant effect on our health. Eating a healthy diet, doing regular exercise, not smoking and not drinking too much alcohol can help you stay well and enjoy a long life.

For example, if you want to start exercising but you're unsure how to, your GP can put you on the Exercise on Referral scheme. These schemes are run with local gyms and fitness centres and can include swimming. Ask at your GP practice for more information.

Your GP can also help you if you want to stop smoking, for instance by enrolling you in a clinic where you’ll get support from other people who are also trying to stop. Nicotine replacement therapy and other stop smoking treatments provided by your GP can also help you resist cravings and boost your chances of quitting successfully. You're never too young or too old to switch to a healthier lifestyle. Children who learn healthy habits at a young age will benefit from them throughout their life. And giving up bad habits can improve your health at any age.

Keeping fit and healthy can be a challenge if you are living with a long-term condition, but it will make a big difference to your wellbeing. If you’ve been thinking about making changes to your lifestyle, such as stopping smoking, losing weight, eating healthily, drinking a little less alcohol, or doing more exercise, there’s plenty of help and support available.

Talking to your GP and other healthcare workers, including pharmacists, is the first step. They’ll help you look at your lifestyle and suggest changes that are suitable for your condition and any treatment you’re having. Your health or care worker can also let you know about local services that can help you.

WLCT - Encouraging everyone to be active, creative and healthy.

At WLCT we know that by making healthier choices today we can all live better lives tomorrow. That's why every year we organise thousands of events and activities to encourage everyone - whatever their age or ability - to choose a healthier, happier lifestyle.

From our nationally recognised "Lose Weight Feel Great" scheme to our Stroke Rehabilitation Programme - which is just one component of our Active Living Referral Scheme. From confidence boosters like WLCT Sports Development's Back to Sport initiative to quality intervention programmes such as our Active Living team's Let's Get Movin' programme for children and young people.

Every year we help thousands of people to change their lives for the better.

So whether it's cycling, walking, running, falls prevention, weight loss or confidence building we've got it covered.

Visit wlct.orglwigan for more information or call:

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• Lose Weight Feel Great - 01942 496496 or email Iwfg@wlct.org • Active Living Referral Scheme - 01942 488481 or email activeliving@wlct.org • Let's Get Movin' - 01942 828812 or email activeliving@wlct.org • Back to Sport - Sports sessions targeting adults looking to get active - 01942 488480 or email r.smith@wlct.org • Us Girls - Sports/Dance/Fitness sessions targeting females aged 16-25 years - 01942 488 480 or email r.smith@wlct.org

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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.

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GP & GP SURGERIES IN THE WIGAN BOROUGH NHS Ashton, Leigh and Wigan Health Information Desk

Monday - Thursday 9:00am to 5:00pm and Friday 9:00am to 4:30pm

The Health desk provide services including: • Advice on access to local health services • Details and opening times for all local doctors, dentists, chemists and opticians in the Wigan Borough • Help and advice in registering or changing GP's and obtaining NHS dental treatment • Obtaining general health information or signposting to other health related agencies.

Tel: 01942 482711 • E-mail: public@wiganboroughccg.nhs.uk • Website: www.wiganboroughccg.nhs.uk Monday - Thursday 9:00am to 5:00pm and Friday 9:00am to 4:30pm Postcode

GP & GP Surgery

Address

Telephone

Data correct with NHS Choices - February 2015

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GP & GP SURGERIES IN THE WIGAN BOROUGH 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 at 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

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

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

Postcode

GP & GP Surgery

Address

Telephone

Data correct with NHS Choices - February 2015

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PHARMACIES IN THE WIGAN BOROUGH Your Pharmacy is there for you

Community Pharmacies sit right at the heart of our communities and are trusted professionals. An estimated 1.6 million people choose to visit a Pharmacy each day, of which 1.2 million do so for health-related reasons such as for their medicines and advice and to buy over the counter and other healthcare products.

Community Pharmacies are perfectly placed to reach out to people everywhere so that they can maintain good health and wellbeing. Many have extended opening hours and these are indicated in the column marked EO. HLP - Healthy Living Pharmacists • EO - Extended Opening Postcode

Pharmacy / Chemist

Address

HLP

Data correct with NHS Choices - February 2015

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EO

Telephone

PHARMACIES IN THE WIGAN BOROUGH Are you thinking about changing your lifestyle to improve your health?

'Healthy Living Pharmacies' really make a difference to the local health population. Pharmacists and their teams have been trained to go beyond the standard pharmacy services to help customers change unhealthy behaviours and maintain healthy lives. These Pharmacies can offer help and advice on stopping smoking, eating healthily, reducing alcohol intake and taking more physical activity.

HLP - Healthy Living Pharmacists • EO - Extended Opening Postcode

Pharmacy / Chemist

HLP

Address

Data correct with NHS Choices - February 2015

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EO

Telephone

DENTISTS IN THE WIGAN BOROUGH Urgent / Emergency Care - Tel: 01942 614390

If someone is in pain during the day they should contact their own dentist for urgent treatment. Anyone that does not have his or her own dentist should contact the In Hours Dental Access Service on the telephone number given above. The service is run from surgeries in different parts of the area so the patient may have to travel and will only receive treatment to get them out of pain.

Postcode

Dentist

Address

Data correct with NHS Choices - February 2015

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Telephone

OPTICIANS IN THE WIGAN BOROUGH Regular eye Tests are Inmportant

It’s recommended that adults have their eyes tested every two years, unless their ophthalmic practitioner advises them to have a sight test more often than that.Your employer may pay for this test for you so ask for advice on this, and if you are over 60 your test is free of charge.A sight test will also include a general health check that can pick up early signs of eye disease before you’re aware of any symptoms.

Postcode

Optician

Address

Telephone

Data correct with NHS Choices - February 2015

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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.

Wigan Council 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 Wigan or contacting the local authority team in charge of ‘safeguarding’. 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.

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.

If your local authority thinks you are eligible for social care support, you have a specific level of need and meet financial rules, you should be involved in the decision-making process that follows. If appropriate, the next step will be for social services or an independent adviser to work with you to create a care plan.

Other laws may also protect you from discrimination because of who you are, including some protection for carers under the rules designed to protect disabled people. For example, if you are an older person, this should not stop you from having treatment similar to that which a younger person would be given.

Often only minor assistance is needed – such as meals on wheels and help with washing or dressing. Yet these services could make a big difference to your life.

Family Support

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

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

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

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SOCIAL CARE & INDEPENDENT LIVING What social care support can I get?

Help in your home or in a care home

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

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

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

Healthwatch Wigan 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

Equipment

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.

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.

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

The main types of residential care are: • residential care homes • residential care homes with nursing care • extra care and sheltered housing • supported living • retirement villages

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

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

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

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PERSONAL HEALTH BUDGETS Personal Health Budgets

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

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

What is a Personal Health Budget?

Do I have to have 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 NHSfunded long-term health and personal care provided outside hospital. Local NHS organisations will be free to offer personal health budgets to other people if they think an individual will benefit. It is the Government’s long-term aim, to introduce a right to a personal health budget for people who would benefit from it.

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

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

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

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

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

NHS continuing healthcare If the person you

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

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

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RECOGNISING DEMENTIA • the type of dementia that you have, or if it is not clear, what the plan to further investigate will entail. Sometimes, despite investigations, a diagnosis may not be clear, in which case the doctors will review you again after a period of time to reassess you • details about symptoms and how the illness might develop • treatments • care and support services in your area • support groups and voluntary organisations for people with dementia and their families and carers • advocacy services • where you can find financial and legal advice

Dementia, and the difficulties it causes, is one of the most feared health conditions. People with dementia and their families are sometimes reluctant to seek advice when concerned about memory or other problems. But there are many potential benefits to getting medical advice if you're worried.

Being diagnosed early is important for many reasons. It helps you to get the right treatments and to find the best sources of support, as well as to make decisions about the future.

If you or someone you know is worried about becoming increasingly forgetful, particularly if they're older than 65, you should talk to your doctor about the possibility of dementia. They may be able to reassure you that you don't have dementia but, if you do, an early diagnosis can help you get the right treatment and support.

What causes Dementia?

Dementia is caused by damage in the brain. The most common causes of dementia are called neurodegenerative diseases, and include Alzheimer's disease, frontotemporal dementia, and dementia with Lewy bodies. With these diseases, the brain cells degenerate and die more quickly than is part of the normal ageing process. This leads to a decline in a person's mental and, sometimes, physical abilities. The gradual changes and damage to brain cells are caused by a build-up of abnormal proteins in the brain.

What are the signs of dementia?

Dementia is not a single illness but a group of symptoms caused by damage to the brain.

You should look out for:

• memory loss, such as remembering past events much more easily than recent ones

• problems thinking or reasoning, or finding it hard to follow conversations or TV programmes

These abnormal proteins are different in each type of neurodegenerative dementia. In most cases, dementia is not inherited directly from family members. However, a small number of cases of Alzheimer's disease and frontotemporal dementia can run in families.

• feeling anxious, depressed or angry about memory loss, or feeling confused, even when in a familiar environment

What to expect when you see your GP about dementia

Can dementia be prevented?

Your GP will ask about your symptoms and other aspects of your health, and will give you a physical examination. The doctor will organise some blood tests and ask about any medication you are taking, as these can sometimes cause symptoms similar to dementia.

There is no certain way to prevent all types of dementia.However, a healthy lifestyle can help lower your risk of developing dementia when you are older. It can also prevent cardiovascular diseases, such as strokes and heart attacks.

You will also be asked some questions or given some mental exercises to measure any problems with your memory or your ability to think clearly. If you are diagnosed with dementia, unless you decide otherwise, your doctor or a member of their team should explain to you and your family.

To reduce your risk of developing dementia and other serious health conditions, it's recommended that you: • • • • • • 27

eat a healthy diet maintain a healthy weight exercise regularly don't drink too much alcohol stop smoking (if you smoke) make sure to keep your blood pressure at a healthy level

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.

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

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

Support and advice for people living with mental illness.

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

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

Confidential support for people experiencing feelings of distress or despair.

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

• 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.

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

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

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

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

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

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

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

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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

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.

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.

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.

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.

• 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!

Local and specialist help

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

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.

• 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.

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.

• 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.

• 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.

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

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

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

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 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.

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.

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.

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CARE IN YOUR OWN HOME IN THE WIGAN BOROUGH Postcode

Care Provider

Address

Data correct with CQC - February 2015

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Telephone

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.

Older people

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

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.

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NURSING & INDEPENDENT LIVING Choosing a care home

What your choices are

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

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.

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.

Respite and short term stays

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

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

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RESIDENTIAL CARE COSTS Get personal advice on care funding

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

The cost of care and support is likely to be a longterm 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

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.ageuk.org.uk www.carersuk.org

www.findmegoodcare.co.uk www.moneyadviceservice.org.uk 35

www.societyoflaterlifeadvisers.co.uk

RESIDENTIAL & NURSING CARE IN THE WIGAN BOROUGH Postcode

Residential Homes

Address

Telephone

Postcode

Nursing & Residential Homes

Address

Telephone

Data correct with NHS Choices - February 2015

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EXPRESSING COMPLAINTS & CONCERNS How to make a complaint about health care

If you are unhappy with the care you have received from the NHS, you have the right to make a complaint.

Ask to see a copy of the complaints procedure for the NHS service you are unhappy about. This will tell you who to contact, how they will handle your complaint and how they will learn from your complaint. Where possible, you should contact the NHS service (hospital, GP practice, dentist etc.) directly. You can do this in person, by telephone, email or letter. This will give the NHS service a chance to sort out any problem you might have and put things right for you.

Although most people have no problems when using Health & Social care services, sometimes things can go wrong. This information explains what to do if you, or a member of your family, want to complain about the care that you have received.

Complaints about primary care services (including GP, dental, pharmacy and optical) may be referred directly to the service provider or to NHS England on: 0300 311 2233 or email: england.contactus@nhs.net

How to complain

Complaints about hospital, mental health or community trust services may be referred directly to the service provider; for Wigan patients the most common providers, with their contacts are:

Who you contact to complain will depend on: • Whether you are complaining about health care or social care, and • Whether the care is paid for by public funds or you have paid for it yourself.

Wrightington, Wigan and Leigh NHS Foundation Trust, Patient relations, complaints and general comments: Tel: 01942 244 000 Email: patient.relations@wwl.nhs.uk

It is usually a good idea to keep a record of what you said and who you said it to if the complaint is made verbally. Healthwatch Wigan will be able to tell you if you can get free help, advice and support in making your complaint.

Bridgewater Community Healthcare NHS Trust, Patient relations, complaints and general comments: Patient Services Team: 0800 587 0562 Email: Patient.Services@bridgewater.nhs.uk

For further help and advice on raising a concern or making a complaint relating to Health or Social Care contact:

5 Boroughs Partnership NHS Foundation Trust Patient relations, complaints and general comments: Tel: 01925 664000 Web: www.5boroughspartnership.nhs.uk/yourviews-and-feedback/

Healthwatch Wigan Wigan Life Centre (North Site), The Wiend, Wigan WN1 1NH Tel: 01942 489737

Complaints can also be made to NHS Wigan Borough Clinical Commissioning Group (CCG) Governance Team, NHS Wigan Borough CCG, Wigan Life Centre, College Avenue, Wigan, WN1 1NJ

Email us: info@healthwatchwigan.org

Visit our website: www.healthwatchwigan.org Text: 07585 846652 Facebook: healthwatchwigan Twitter: HWWigan

Tel: 01942 482880

(9am – 4pm Monday to Friday, excl. Bank Holidays) 37

Email: complaints@wiganboroughccg.nhs.uk

EXPRESSING COMPLAINTS & CONCERNS If you are not content with the reply you get

Adult Social Care: Complaints

Speak to a member of the Complaints & Quality Standards Team, who can help you to express your views.

If you are not content with the outcome of your complaint or how it was dealt with, you have the right to ask the Health Service Ombudsman to investigate your complaint. This is a free, independent service that will usually only investigate a complaint after the NHS have had a chance to try to deal with your complaint, if they decide the NHS have got things wrong, they can make recommendations to put things right.

Write to us: Complaints & Quality Standards Team (Social Care), Wigan Council, Resources Directorate, PO Box 100, WN1 3DS. Phone Us: 01942 486175

Fill in the online complaints form: www.wigan.gov.uk/Council/Contact-us/Adultsocial-care.aspx

The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP Tel: 0345 015 4033 Email: phso.enquiries@ombudsman.org.uk www.ombudsman.org.uk Text phone: 0300 061 4298 if you are deaf or have problems using a standard telephone request a call by texting ‘call back’ with your name and mobile number to 07624 813 005.

If your concern is about a residential or nursing home, it may be appropriate to contact: Care Quality Commission, National Correspondence, Citygate, Gallowgate, Newcastle-Upon-Tyne, NE1 4PA Phone: 0300 061 6161 Email: enquires@cqc.org.uk

How to make a complaint about Social care

If you are not content with the reply you get

If you are unhappy with the care you have received from a care home, nursing home, home-care agency or other social care service, you have the right to make a complaint. If the service is provided in a social care setting but is funded by the NHS, e.g. dental services, you will need to follow the NHS complaints process, ‘How to complain about health care’ on the opposite page. Ask to see a copy of the complaints procedure for the care service you are unhappy about. This will tell you who to contact, how they will handle your complaint and how they will learn from your complaint.

Where possible, you should contact the care service directly (care or nursing home, etc.).

You can do this in person, by telephone, email or letter. This will give the care service the chance to sort out any problem you may have and put things right for you.

If you are not happy with the final reply from the care service or Wigan Council, you have the right to ask the Local Government Ombudsman to investigate your complaint. This right applies whether you pay for you privately fund your own care or the Local Authority funds it.

You can contact the Local Government Ombudsman on 0300 061 0614.

Local Government Ombudsman, PO Box 4771, Coventry CV4 0EH www.lgo.org.uk

For further help and advice on raising a concern or making a complaint relating to Health or Social Care contact: Healthwatch Wigan Wigan Life Centre (North Site), The Wiend, Wigan WN1 1NH Tel: 01942 489737

Email us: info@healthwatchwigan.org

Visit our website: www.healthwatchwigan.org Text: 07585 846652 Facebook: healthwatchwigan Twitter: HWWigan

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USEFUL NUMBERS AND CONTACTS

BENEFITS ENQUIRY LINE

SANE

Tel: 0800 055 6688 www.entitledto.co.uk

Tel: 0845 767 8000 www.sane.org.uk

HOUSING/ COUNCIL TAX

RETHINK MENTAL ILLNESS

Tel: 0845 606 0234

CREATIVE SUPPORT

Tel: 01942 828 644

Tel: 0300 5000 927 www.rethink.org

JOBSEEKER DIRECT

Tel: 01925 658 797 www.creativesupport.co.uk

MONEY ADVICE SERVICE

Tel: 0300 500 000 www.moneyadviceservice.org.uk

CRIMESTOPPERS

Tel: 0800 555 1111 crimestoppers-uk.org

NATIONAL DEBT LINE Tel: 0808 808 4000 www.nationaldebtline.org

BROOK SEXUAL HEALTH

Tel: 01942 482 180 www.brookwiganandleigh.org.uk

SHELTER HELPLINE Tel: 0808 800 4444 www.shelter.org.uk

ALCOHOL & DRUG SERVICE Tel: 0800 389 4463

HOUSING OPTIONS ADVICE CENTRE

NSPCC

Tel: 01942 487 717 www.walh.co.uk

Tel: 01942 418 430 www.nspcc.org.uk

WOMANS AID - 24HR HELPLINE Tel: 0808 200 0247

RESPECT MENS DOMESTIC ABUSE ADVICE LINE

HOME HEAT HELPLINE

Tel: 0808 801 0327 www.respect.uk.net

Tel: 0800 336 699 www.homeheathelpline.org.uk

MIND

CHILDLINE

Tel: 0300 123 3393 www.mind.org.uk

Tel: 0800 1111 www.childline.org.uk 39

WIGAN ADVICE NETWORK PARTNERS Organisation

Web

Telephone

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