Healthwatch Wokingham Signposting Directory

YOUR FREE GUIDE TO HEALTH & SOCIAL CARE 2016/17

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Your local spotlight on Health & Social Care in Wokingham Borough

www.healthwatchwokingham.co.uk

Wokingham Borough

Each year, thousands of people are told they have to self-fund their own long term care.

Some self-funding options are quite straightforward, while others are much more complicated.

A specialist care-fees adviser will help you to compare and assess all your options before deciding which one is right for you.

With more of us living longer, serious consideration should be given now to how you will fund Long Term Care fees without eroding your family’s legacy. We have the knowledge to help your home, savings and other assets eventually pass on to your family and loved ones.

SIMON REID WEALTH MANAGEMENT ACCREDITED LATER LIFE ADVISER

Investing to pay for care

Long term care annuities Preserving your capital Safely passing on your wealth Protecting you & your Estate

The value of an investment with St. James's Place will be directly linked to the performance of the funds you select and the value can therefore go down as well as up.You may get back less than you invested.

SIMON REID WEALTH MANAGEMENT

Senior Partner Practice of St. James's PlaceWealth Management

Tel: 01189 770475

Mobile: 07836 710858 Email: simon.reid@sjpp.co.uk

www.sjpp.co.uk/simonreid The Partner Practice represents only St. James's Place Wealth Management plc (which is authorised and regulated by the Financial Conduct Authority) for the purpose of advising solely on the Group's wealth management products and services, more details of which are set out on the Group's website at www.sjp.co.uk/products.The title 'Partner Practice' is the marketing term used to describe St. James's Place representatives.

Contents Healthwatch Wokingham Borough

1-2

NHS - Know Your Rights

3-4

NHS Hospital Services

5-6

Do You Really Need to See Your GP

7-8

Patient Choice of GP Practice

9

GPs, GP Surgeries, Pharmacies & Hospitals in Wokingham Borough

10

Dentists & Opticians

11

Dentists, Opticians & Hearing Aid Centres in Wokingham Borough

12

Your Right to Social Care & Support

13 - 14

What is Social Care?

15 - 16

Recognising Mental Health & Support

17 - 18

Support for Carers

19

Being a Young Carer - Your Rights

20

Safety Advice to Help Independent Living

21

Creating Dementia Friendly Communities

23 - 24

Planning for your Future Care Needs

25 - 26

Choosing the Right Home Care Agency

27

Choosing the Right Care Home

28

Domiciliary, Residential & Nursing Homes in Wokingham Borough

29

Expressing Complaints & Concerns

31 - 32

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

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 Wokingham Borough nor Healthcare Publications can be held responsible for any errors or omissions.

All signposting services are up to date as of June 2016.

This Directory contains advertising from businesses who are offered the opportunity to reach potential customers through inclusion. However, any information provided by a company or organisation does not carry endorsement or approval of any product or service by Healthwatch Wokingham Borough or Healthcare Publications.

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 Wokingham Borough Healthwatch Wokingham Borough is your independent consumer champion for health and social care in Wokingham Borough, putting you at the heart of health and social care services.

About Healthwatch Wokingham

Who are we and what are our powers?

Healthwatch Wokingham Borough is your independent consumer champion for health and social care.

Healthwatch’s function is to engage with local people to seek views about locally delivered services, signpost service users to relevant information and influence the design of local health and social care provision.

We are here to make health and social care better for ordinary people. We believe that the best way to do this is by designing local services around their needs and experiences.

We have legal powers to look into specific areas of concern and, as a result, to make recommendations on how services can be improved. Where appropriate, we will be able to alert healthcare providers and regulators to concerns that have been raised about specific services, health or social care matters:

Everything we say and do is informed by our connections to local people and our expertise is grounded in their experience. As a statutory watchdog our role is to ensure that local health and social care services, and, local decision makers, put the experiences of people at the heart of their services We gather your views and take them to those who deliver and commission services. Your voice is a vital part of future decision making on local services and being totally independant, we can take those views directly to those who need to hear them.

Healthwatch Wokingham Borough has received various comments from Wokingham residents talking about how bewildering they find navigating the care environment. You have told us how difficult it is to find out information when searching for care either for yourself or a loved one. You tell us how difficult it is to speak up and, when you do, you feel you are not always heard. Confusion around finance and funding is also a strong theme.

Healthwatch Wokingham Borough, as consumer watchdog, can help provide information, advice and signposting as well as making sure every voice, especially the voices of those who are vulnerable, are heard.

Contact our Help Desk if you have a concern/ need direction/ or want to share an experience of local services – Tel: 0118 4181418.

You have the right to be involved in decisions that affect your life and those affecting services in your local community

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• To enter and view health and social care services while they are being delivered.

• To gain an understanding of people’s experiences whilst they are receiving services and social care.

• To respond to concerns raised from the public or national agendas regarding services.

• To create reports on the findings and work with service providers to develop and improve services.

• To request information about services and to make recommendations on how things could be better run.

•

To pass information, issues and concerns to regulators of the services and to escalate issues to Healthwatch England, NHS England, the Care Quality Commission and the Department of Health.

Healthwatch Wokingham Borough can: • Explain your rights and what standards to expect from health and social care services.

• Help you find out about funding for health and social care.

• Help you access services and find the right service for you.

• Put you in touch with support groups, voluntary and community groups or organisations.

• Tell you about your health and care rights, including how to make a complaint if you are unhappy with a service.

• Pass on your comments about excellent service and social care.

You have the right to choose from a range of high quality services, products and providers within health and social care

By volunteering Our volunteers play an important role in enhancing our work and in getting our message out to the public.

Healthwatch Wokingham Borough recruit volunteers who want to make a real difference to the way our health and social care services are run.

Listening and gathering views.

Healthwatch Wokingham Borough is out and about in the local community in all sorts of places from health and social care settings to local community venues.

This gives you plenty of opportunities to come and speak with us face-to-face. You can also get in touch by writing to us, phoning, emailing or leaving feedback on our website.

How can you get involved?

We want to hear from you! By sharing your personal experiences and opinions with us Healthwatch Wokingham Borough uses this information as part of our important monthly reporting.

We use information gathered from the public voice to help plan our activities and set in action a programme of activities.

We want to hear about the good, the bad and the ugly! Help us to spread the word and be part of our awareness campaigns, surveys or become a member of our organisation.

We are always looking for new ways to work together with our community and get people involved and strengthen people power. Anyone can get involved with Healthwatch Wokingham Borough and contribute to its activities because everyone’s views matter.

So, how can you get involved?

You have the right to live in an environment that promotes positive health and wellbeing

We have a variety of roles and are expanding all the time. You will have skills that we can use! We are able to offer Induction Training and ongoing training and support to all our volunteers.

Direct feedback from our local community Unhappy about the care or treatment that you have received but unsure what you can do about it?

Confused about how to complain?

Need assistance through the maze of services?

Then get in touch with us and we will listen and offer advice and guidance.

Contact us: 0118 418 1 418 enquiries@healthwatchwokingham.co.uk www.healthwatchwokingham.co.uk @HWwokingham www.facebook.com/HealthwatchWokingham or write to us at Healthwatch Wokingham 26 - 28 Market Place, Wokingham RG41 2SU

You have the right to be supported in taking action if you are not satisfied with the service you have received

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NHS - Know your rights!

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 Wokingham Borough 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.

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 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 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.

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.

You have the right to have your concerns and views listened to and acted upon.

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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 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.

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.

You have the right to be an equal partner in determining your own health and wellbeing

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

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.

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.

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 education about how to take care of yourself and about what you are entitled to in the health and social care system

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.

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.

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

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.

Contact Us: Telephone: 0118 418 1 418 Write to us at: Healthwatch Wokingham Borough Wokingham Town Hall Market Square Wokingham RG40 1AS Email us: enquiries@healthwatchwokingham.co.uk

You have the right to clear and accurate information that you can use to make choices about health and care treatment

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NHS Hospital services Hospital services fall under secondary care and with the exception of emergency care you’ll need a referral to access treatment.

In England, hospital services are commissioned by clinical commissioning groups (CCGs). Hospitals themselves are mostly managed by NHS trusts, which ensure high-quality care is provided and that money is spent efficiently

Choosing a hospital or consultant If you are referred to a specialist, you have the right to choose which hospital or clinic to go to for your inpatient /outpatient appointments. You are also able to choose which consultant-led team will be in charge of your treatment, as long as that team provides the treatment you require.

Therefore, if you wish to be treated by a particular consultant for a procedure, you can choose to have your inpatient/outpatient appointments at the hospital where the consultant works, and to be treated by that consultant’s team – but this doesn’t necessarily mean you’ll be seen by the consultant themselves.

This choice is a legal right, if you are not offered a choice at the point of referral, ask your doctor why and say that you wish to go through your options. If you are still not offered, or refused, a choice, contact your local CCG. If you still don’t get a choice, you can complain to the Parliamentary and Health Service Ombudsman.

You do not have a legal right to choice if: • you need urgent or emergency treatment • you are serving in the armed forces • you are accessing maternity services • you are detained under the Mental Health Act • you are detained in or on temporary release from prison, in court, an immigration removal centre, or a secure children’s home • if you are referred to high security psychiatric services or drug and alcohol misuse services provided by local authorities

Patient Advice & Liaison Team King Edward V11 Hospital St Leonards Road, Windsor, Berkshire SL4 3DP

Telephone: 01753 636808 / 0118 982 2829 Opening Times: Monday to Friday from 9am to 5pm (excluding Bank Holidays).

www.wokinghamccg.nhs.uk 5

GP Referrals Access to NHS specialist treatment is via your GP and is based on need.You will need to see your GP if you wish to be referred to a specialist in a particular field If you ask your GP to refer you to a specialist, they will probably suggest that you try various tests or treatment options first to see whether your condition improves. You cannot usually self-refer to an NHS specialist, except when accessing sexual health clinics or treatment in an accident and emergency (A&E) department.

A specialist will only see you with a referral letter from your GP. The letter will give the specialist essential background information.

If you wish to see a private specialist, you are still advised to get a referral letter from your GP. However, if you see a private specialist without a GP referral, your GP is not obliged to accept the specialist’s recommendations.

NHS Waiting Times Emergency treatment If you have chest pains and heart disease is suspected, you should be seen at a specialist (or rapid access) chest pain clinic within two weeks of being referred.

Cancer When cancer is suspected, you have the right to be seen by a specialist within two weeks from your referral date. Most people referred like this don’t have cancer, but it’s important to see a specialist as soon as possible, so that a cancer diagnosis can be confirmed or excluded.

Non-emergency treatment For non-urgent matters, you have the right to start treatment within 18 weeks from the date your GP, dentist or other healthcare professional refers you (unless you want to wait longer or waiting longer is clinically right for you).

As well as deciding what health services a local community needs and providing funding for them, your local clinical commissioning group (CCG) is responsible for deciding whether or not which treatments are available on the NHS. If you think that you would benefit from a certain treatment, contact your GP or local CCG to check if it’s available on the NHS in your area.

Consent to treatment For some procedures, including operations, you will be asked to sign a consent form. It’s up to you whether you give your consent for a treatment. So you can make an informed decision, you should ask as much about the treatment as possible before giving your consent Consent to treatment is the principle that a person must give permission before they receive any type of medical treatment, test or examination For consent to be valid, it must be voluntary and informed, and the person consenting must have the capacity to make the decision.

These terms are explained below:

If the assessment determines you’ll need little or no care, this is called a minimal discharge. But if you need more specialised care after you leave hospital, your discharge or transfer procedure is referred to as a complex discharge.

If you need this type of care, you’ll receive a care plan detailing your health and social care needs. You should be fully involved in this process.

A care plan should include details of: • the treatment and support you’ll get when you’re discharged • who will be responsible for providing support, and how to contact them

Voluntary – the decision to either consent or not to consent to treatment must be made by the person themselves, and must not be influenced by pressure from medical staff, friends or family.

• when, and how often, support will be provided

Informed – the person must be given all of the information in terms of what the treatment involves, including the benefits and risks, whether there are reasonable alternative treatments and what will happen if treatment doesn’t go ahead.

• who to contact if there’s an emergency or things don’t work as they should

Capacity – the person must be capable of giving consent, which means they understand the information given to them, and they can use it to make an informed decision.

You’ll also be given a letter for your GP, providing information about your treatment and future care needs. Give this letter to your GP as soon as possible.

Help with travel costs

If an adult has the capacity to make a voluntary and informed decision to consent to or refuse a particular treatment, their decision must be respected. This is still the case even if refusing treatment would result in their death, or the death of their unborn child.

If you are referred to hospital or other NHS premises for NHS specialist treatment or diagnostic tests by your doctor, dentist or other health professional, you may be able to claim a refund of reasonable travel costs under the Healthcare Travel Costs Scheme (HTCS).

If a person doesn’t have the capacity to make a decision about their treatment, the healthcare professionals treating them can go ahead and give treatment if they believe it’s in the person’s best interests.

For further information visit: http://www.nhsbsa.nhs.uk/

• how the support will be monitored and reviewed • the name of the person co-ordinating the care plan

• information about any charges that will need to be paid (if applicable)

However, the clinicians must take reasonable steps to seek advice from the patient’s friends or relatives before making these decisions

Being discharged from hospital Once you are admitted to hospital, your treatment plan, including details for discharge or transfer, is developed and discussed with you. A discharge assessment will determine whether you need more care after you leave the hospital.

You should be fully involved in the assessment process.

With your permission, family or carers will also be kept informed and given the opportunity to contribute.

If you need help putting your views across, an independent advocate may be able to help

NHS Wokingham CCG

Chalfont Surgery, Chalfont Close, Lower Earley Reading RG6 5HZ Telephone: 0118 929 9469 - Ext. 3487

www.wokinghamccg.nhs.uk

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Do you really need to see your GP Common health complaints, such as coughs, colds and headaches, account for one out of every five GP appointments in England. Many of these can be treated quicker and just as effectively at home using self care, advice from your pharmacist and over-the-counter medicines bought from pharmacies or supermarkets. Below are the top 10 conditions, listed in decreasing order, that account for 75% of GP consultations for minor ailments.

1. Back pain One in five people visits their GP in any given year because of back pain. Most cases of back pain can be treated with over-the-counter medicines and self-care aids and techniques.

Self-care tips: • Use paracetamol or ibuprofen for pain relief.

• Use hot or cold compression packs.

• It’s important to remain mobile by, within reason, carrying on with your day-to-day activities, including

work. Take care when lifting objects.

2. Dermatitis Dermatitis, which includes conditions such as mild eczema, happens when your body comes into contact with a substance that irritates your skin or causes an allergic reaction.

Self-care tips: • Avoid scratching. Scratching may damage your skin and allow bacteria to get in, leading to infection. It may help to keep your nails short.

Make a note of any food or drink that seems to make your indigestion worse, and try to avoid them. This may mean eating less rich, spicy and fatty foods, and cutting down on drinks that contain caffeine.

4. Nasal Congestion In most cases, a blocked nose will clear within a few days without treatment once the body fights off the underlying infection. If you’ve got a virus, such as a cold or flu, your GP can’t offer you anything more than a pharmacist can provide. Antibiotics won’t help.

Self-care tips: •

Inhaling steam from a bowl of hot (but not boiling) water may soften and loosen the build-up of mucus in your nose. Adding menthol crystals or eucalyptus oil to the water may ease your blocked nose and catarrh.

5. Constipation If you are having difficulty passing stools (going for a poo), changing your diet may be all that’s needed to ease your constipation without taking medicines.

Self-care tips:

• Try to identify the irritant or allergen so you can avoid coming into contact with it.

• If your constipation is causing pain, take a painkiller, such as paracetamol.

3. Heartburn and indigestion

• Add more fibre to your diet, such as fruit, vegetables, wholewheat pasta, wholemeal bread, seeds, nuts and oats. This may take a few days to have an effect.

Digestive complaints like heartburn, indigestion and bloating are very common. They’re usually treatable with simple changes to your lifestyle.

Self-care tips: • Diet, excess weight, smoking, alcohol and going to bed on a full stomach can all contribute to indigestion.

Did you know 51.4 million GP consultations are for minor ailments alone which would clear up by themselves, or with a little help from an over-the-counter remedy from a pharmacy, this is 18% of the GP workload nearly half of these consultations are generated by people aged 16 – 59 years.

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•

• Make sure you’re drinking enough water. Cut down on caffeine, alcohol and fizzy drinks.

• Regular exercise will greatly reduce your risk of getting constipation.

Did you know

Up to 40,000 GP visits per year are for dandruff.

20,000 go to their local surgery for travel-sickness.

5.2 million with blocked noses.

6. Migraines

Self-care tips:

A migraine is a reoccurring headache that’s strong enough to stop you from carrying on with daily life.

• Avoid picking or squeezing spots as this can cause inflammation and lead to scarring.

Self-care tips:

• Use a mild face wash, which can be bought from a pharmacy. Bear in mind that over-washing can aggravate acne.

•

Ask your pharmacist for advice. They may recommend over-the-counter painkillers. These are usually more effective if taken at the first signs of a migraine attack.

•

Combination medicines, which contain painkillers and anti-sickness medicines for migraine, can be bought without prescription. Always get your pharmacist’s advice first.

• If your migraines are severe, you may need stronger migraine-specific medicines that are only available only on prescription from your GP.

7. Coughs

• Acne is caused by bacteria building up on your skin.

The less you touch your skin, the less bacteria will spread on your skin.

9. Sprains and strains Most mild to moderate sprains and strains can be treated at home.

Self-care tips:

Coughs are usually caused by viruses such as the common cold or flu. They usually clear up without treatment once your immune system has beaten the virus. Antibiotics won’t help with coughs caused by viruses.

Self-care tips: • Drink plenty of fluids – water is best. Make sure you drink something non-alcoholic at least every hour.

• Make your own homemade cough mixture by mixing honey and lemon in hot water.

• Some over-the-counter medicines can help to relieve cold or flu symptoms, such as a blocked nose, fever and headache.

•

• There’s no evidence that wearing make-up or that certain foods, such as fried foods or chocolate, can cause or aggravate acne.

If you smoke, try to stop smoking. Get advice from your pharmacy team about over-the-counter products that can help you stop smoking, or visit an NHS stop-smoking service.

8. Acne Acne consists of spots and painful bumps on the skin.

It’s most noticeable on the face, but can also appear on the back, shoulders and buttocks.

Did you know

Two million people who go to A&E could either self-care or have been treated elsewhere in the community.

12% of people admit to having used A&E in the past even when they knew there was nothing seriously wrong with them.

• For the first 72 hours after a sprain or muscle strain you should avoid heat – such as hot baths – alcohol, running and massage.

• Try to keep your sprained joint mobile, unless the sprain is severe. The injury will heal quicker if you move the joint as soon as you’re able to.

•

Your recovery time from a sprain or a strain will depend how serious the injury is. Get medical help straight away if your joint looks different than usual, is difficult or impossible to move, or you feel numbness or tingling.

10. Headaches Most headaches aren’t serious, and are usually relieved by medicines, relaxation techniques and lifestyle changes.

Self-care tips: •

For pain relief, paracetamol usually works well to relieve a tension-type headache. It’s best to take a full dose as soon as a headache starts. Anti- inflammatory painkillers, such as ibuprofen, can also help with headaches.

Did you know

The estimated cost of treating people who go to A&E but who could have either self-treated or gone elsewhere is £136 million a year.

This is the equivalent cost of 6,500 nurses.

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Patient choice of GP practice

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. These new arrangements are voluntary for GP practices.

A good GP practice should provide the following to all patients: • A professional and helpful team of GPs, practice staff and other healthcare professionals.

• A practice that is accessible to everyone and provides a comfortable and organised environment.

• A flexible and efficient appointment booking system.

• Assurance of systems to monitor and improve the safety and quality of care.

• Appropriate, respectful and legal management of patient information.

• A private consultation room that provides reassurance and builds a patient’s confidence and trust.

• A referral or ongoing treatment process that is clear and well managed.

• Access to a wide range of healthcare services to help address local health needs and inequalities.

• An open and welcoming patient feedback policy with services continually improved or enhanced as a result of the feedback given.

• Opportunities for patients to get involved and have their say.

Patient involvement groups Most GP practices have patient involvement groups.

These groups are made up of individual patients who take an active interest in patient healthcare and are sometimes known as Patient Participation or Partnership Groups (PPGs).

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The involvement groups can have many functions and each group and practice sets its own terms of reference.

Groups can represent patients through collecting patient feedback, sharing best practice by working with other similar groups and working with the practices to improve patient services. They also help to run courses within the practice, volunteer support services and awareness events and provide newsletters and information directories.

To find out about your local patient involvement group or to get one started you should ask at the reception desk of your practice.

Cancelling and missing appointments Please always try to let the GP practice know when you are unable to attend an appointment. It is your responsibility as a patient to cancel any appointment you have made in reasonable time so that another patient can benefit from the appointment slot.

Making an appointment Be polite to receptionists. They are busy people who often have to deal with unhappy patients. Being polite to them will encourage them to help you.

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

GPs, GP Surgeries, Pharmacies & Hospitals

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Pharmacy / Chemist

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Data correct with NHS Choices

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Dentists & Opticians How to find an NHS dentist

Why are eye tests important?

Everyone should be able to access good-quality NHS dental services.

A sight test is a vital health check for your eyes that can pick up early signs of eye conditions before you’re aware of any symptoms – many of which can be treated if found early enough.

There is no need to register with a dentist in the same way as with a GP because you are not bound to a catchment area. Simply find a dental practice that’s convenient for you, whether it’s near your home or work, and phone them to see if any appointments are available.

Be aware that not all dental practices will have the capacity to take on new NHS patients all the time and you may have to join a waiting list or contact multiple practices before you find a NHS dentist with capacity to accept new patients.

You should also be aware that even if you filled in a registration form at your first visit to the practice, so that the dentist can add you to their patient database, that does not mean that you have guaranteed access to a new NHS dental appointment in the future.

If the dentist’s quota for NHS patients has been reached by the time you contact the practice you may not be offered an NHS appointment. In that case you can either choose to be seen privately, join a waiting list or look for a different dentist who is taking on new NHS patients.

If you qualify for a free NHS sight test, you may be entitled to NHS-funded mobile services where the ophthalmic practitioner comes to visit you where you live if you’re unable to leave home unaccompanied because of physical or mental illness or disability Call 111 to find out who provides mobile sight tests in your area

Eye problems as you get older As you get older, you become more likely to get certain eye problems: Difficulty reading. Eye muscles start to weaken from the age of 45. It’s a natural ageing process of the eye that happens to us all. By the time you’re 60, you’ll probably need separate reading glasses or an addition to your prescription lenses (bifocals or varifocals).

Dental emergency and out-of-hours care

Floaters. These tiny specks or spots that float across your vision are normally harmless. If they persist, see an optician as they may be a sign of an underlying health condition.

If you require urgent treatment, please contact your usual dental practice as they may be able to see you or direct you to an urgent care dental service.

Cataracts. Easily detected in an eye test, this gradual clouding of the eye’s lens is extremely common in over60s. A simple operation can restore sight.

If you do not have a regular dentist, contact NHS 111 for advice on where you can get urgent care.

Glaucoma. This is related to an increase in pressure in the eye that leads to damage of the optic nerve, which connects the eye to the brain. Left untreated, glaucoma leads to tunnel vision and, ultimately, blindness. However, if it’s detected early enough, these complications can usually be avoided with eye drops.

Emergency dental treatment will deal with the problem at hand and the fee for the treatment is currently Band 1- Course of treatment £19.70. You may be advised to make another appointment for a separate course of non-urgent treatment. In this case, you will have to pay a second charge in the relevant treatment band.

Band 2 - Course of treatment £53.90 Band 3 - Course of treatment £233.70

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NHS-funded mobile eye tests

Macular degeneration. This is a disease of the retina caused by ageing. The retina is the nerve tissue lining the back of your eye. There are two types of macular degeneration. The first type, called dry macular degeneration, gets worse very slowly. The other type gets worse very quickly. This needs to be seen as an emergency in a hospital eye unit for prompt treatment.

Dentist, Opticians & Hearing Aid Centres Dentists

Address

Area

Postcode

Telephone

Opticians

Address

Area

Postcode

Telephone

Hearing Aid Centres

Address

Area

Postcode

Telephone

Data correct with NHS Choices

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Your right to social care and support Local authorities have a duty to assess anyone who appears to have care and support needs.

Your local authority should: • assess your needs and give you advice, whatever your financial circumstances • provide information about services and support options available to you in your area • give you a carer’s assessment if you are an unpaid/ family carer The assessment by the local authority is important because it helps them work out what your difficulties are and what services will help you most.

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 If your local authority decides you are eligible for social care support, they will carry out a financial assessment to determine how much you will need to pay towards your care, if anything.

If you are assessed by social services and are found to be eligible for support, the next stage is to draw up a care and support plan, or in the case of a carer with eligible needs, a support plan.

What is a Care Plan?

A care plan (sometimes called a care and support plan, or support plan if you’re a carer) sets out how your care and support needs will be met. You should be fully involved in the preparation of your care plan, and you and anyone else you request should also get a written copy. The care plan must set out: • the needs identified by the assessment • whether, and to what extent, the needs meet the eligibility criteria • the needs that the authority is going to meet, and how it intends to do so • for a person needing care, for which of the desired outcomes care and support could be relevant •

for a carer, the outcomes the carer wishes to achieve, and their wishes around providing care, work, education and recreation where support could be relevant

• the personal budget • information and advice on what can be done to reduce the needs in question, and to prevent or delay the development of needs in the future Your care plan should be individual to you, and you should be allowed to have as much involvement in the development of your plan as you wish.

Your care plan should help you to: • live independently • have as much control over your life as possible • participate in society on an equal level, with access to employment and a family life • have the best possible quality of life keep as much dignity and respect as possible

You have the right to education about how to take care of yourself and about what you are entitled to in the health and social care system

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You have the right to choose from a range of high quality services, products and providers within health and social care

Understanding the national eligibility criteria for care and support?

The eligibility threshold for adults with care and support needs is based on identifying how a person’s needs affect their ability to achieve relevant outcomes, and how this impacts on their wellbeing.

Local authorities must consider whether the person’s needs: • arise from or are related to a physical or mental impairment or illness • make them unable to achieve two or more specified outcomes • as a result of being unable to meet these outcomes, there is likely to be a significant impact on the adult’s wellbeing

An adult’s needs are only eligible where they meet all three of these conditions.

The specified outcomes measured include: • managing and maintaining nutrition, such as being able to prepare and eat food and drink • maintaining personal hygiene, such as being able to wash themselves and their clothes

Local authorities do not have responsibility for providing NHS services such as patient transport, but they should consider needs for support when the adult is attending healthcare appointments.

The local authority should not refuse to meet eligible needs on the grounds of cost, although if there is more than one option, it is allowed to choose what it believes is the most cost effective one.

If your needs do not meet the national eligibility criteria, the local authority still has to give you information and advice on what support might be available in the community to support you If you need help from Wokingham Borough Council due to ill health or a disability, or you are struggling to cope with your everyday needs, you can contact us to tell us about your circumstances.

We will discuss what is going on in your life and how we can help you.

We have a responsibility to assess the needs of any person aged 18 or over, if they appear to be vulnerable.

Anyone providing regular care for a vulnerable adult may also request an assessment.

• managing toilet needs

Vulnerable people may be in one or more of the following groups:

• being able to dress appropriately, for example during cold weather

• Older people

• being able to move around the home safely, including accessing the home from outside

• People with a hearing and/or visual impairment

• People with physical disabilities

• keeping the home sufficiently clean and safe

• People with learning disabilities

• being able to develop and maintain family or other personal relationships, in order to avoid loneliness or isolation

• People with mental health problems

• accessing and engaging in work, training, education or volunteering, including physical access

• People with long-term conditions • People who misuse substances

• being able to safely use necessary facilities or services in the local community including public transport and recreational facilities or services • carrying out any caring responsibilities, such as for a child

Report a Safeguarding Concern Report a concern online: www.wokingham.gov.uk/care-and-supportfor-adults/worried-about-someone/reporta-safeguarding-concern/ Call 0300 365 1234 and speak to someone about your concerns Call 01344 786543 outside of normal office hours

For initial enquiries relating to adult social care please call

0300 365 1234

Monday - Friday, 8.30am - 5pm.

Visit us: Civic Offices, Shute End Wokingham RG40 1BN

www.wokingham.gov.uk/careand-support-for-adults 14

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

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

Equipment to enhance your independence 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). 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.

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

Find out more about homecare.

If you are unable to manage in your home, even with help and assistance, you may need to consider whether you should move to a care or nursing home.

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

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

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

Day centres Day centres provide meals and an opportunity to socialise and do activities that might not be available at home and may provide respite for Family Carers Your local authority will be able to provide you with information and advice on what services are available in your local area.

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.

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

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 options 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 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. Many local and national charities will also be able to provide information and advice.

Financial support If you are in need of social care you may be able to get information and advice on how to cover the additional living costs you may incur. For example, you may be able to access certain financial benefits for daily living, or be able to access funding from charities to cover the costs of expensive equipment. Your local authority should be able to talk you through some of these money matters as part of your social care assessment.

Information & advisory services and advocacy People who need care may have difficulty in being able to exert their rights, get the services they need and are entitled to, or simply not know or understand what is available to them. Information and advice are often a key part of any care assessment that your local authority undertakes. This information could go a long way to helping you get the support you need.

Charities are another great source of social care information – particularly those associated with conditions, such as the Alzheimer’s Society, Mind, or Scope, but also those related to different aspects of care, such as Carers UK or Independent Age. Some people may find that an advocacy service can help them exert their rights, particularly if you have a disability and you believe you are treated unfairly. An advocacy service can act as a champion to ensure you get fair and equal treatment and access to services.

Support for carers If you look after a person who is disabled, has a longterm health condition or is elderly and frail, you are a carer. Carers can get help with their caring role, and by enabling the person they care for to get the support they need, they can make their own life easier.

For example, it’s important that carers have time for themselves, and one of the best ways to arrange breaks from caring is to ensure that you have had a carer’s assessment. This will help identify how substantial and demanding your caring is and how much support you are likely to need.

Other care support You may also want to think about whether you need healthcare support if you have care needs relating to an ongoing health condition. If this is the case, then it is worth considering whether the NHS can offer any treatment, medical equipment or support that can help you live more fully with your condition

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

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

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

• 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.

•

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-to-day life and your ability to work.

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.

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.

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

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

Are money worries affecting your Mental health?

If you have financial worries it can really start to impact on the way you feel.

Do you regularly lay awake in bed at night worrying how you’re going to pay your bills?

Are you feeling tired or lacking energy because worries about money have got you down?

Are you having trouble relaxing because of worries about money?

Do you feel anxious about answering the phone or opening the post because it might be about your debts?

Do you suffer with anxiety or panic attacks when you think about your financial situation?

Do you often shop or spend excessively to feel better, but have feelings of guilt or regret afterwards?

Are you drinking more alcohol to help you cope with the stress of debt?

Are you feeling low or tearful when you think about your financial situation?

Do you find you’re irritable, easily annoyed or lose your temper more often, or more quickly, when you get stressed about money?

If you have answered yes to any or most of these questions then it is time to face your fears and seek help on getting advice on how to prioritise your debts.

Citizens Advice Bureau has lots of information on sorting out debt on its website in the section on Help with debt.

The charity Mind has a section on its website called Money and Mental Health, which includes advice on how to manage debt.

Five steps to mental wellbeing Evidence suggests there are five steps we can all take to improve our mental wellbeing.

If you give them a try, you may feel happier, more positive and able to get the most from life Connect – connect with the people around you: your family, friends, colleagues and neighbours. Spend time developing these relationships. Learn more in Connect for mental wellbeing.

Be active – you don’t have to go to the gym. Take a walk, go cycling or play a game of football. Find an activity that you enjoy and make it a part of your life.

Learn more in Get active for mental wellbeing.

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

Tel: 0300 123 3393 (Mon-Fri, 9am-6pm)

www.mind.org.uk

Keep learning – learning new skills can give you a sense of achievement and a new confidence. So why not sign up for that cooking course, start learning to play a musical instrument, or figure out how to fix your bike?

Give to others – even the smallest act can count, whether it’s a smile, a thank you or a kind word. Larger acts, such as volunteering at your local community centre, can improve your mental wellbeing and help you build new social networks.

Be mindful – be more aware of the present moment, including your thoughts and feelings, your body and the world around you. Some people call this awareness “mindfulness”. It can positively change the way you feel about life and how you approach challenges.

Free, confidential, impartial advice.

Tel: 03444 111306 (Mon-Thurs 9.00am-3.00pm/Fri 9.00am-1.00pm)

www.citizensadvicewokingham.org.uk

Information on child and adolescent mental health.

Services for parents and professionals.

Tel: Parents' helpline: 0808 802 5544 (Mon-Fri, 9.30am-4pm)

Free and impartial money advice, set up by government.

Tel: 0300 500 5000 (Mon-Fri, 8am-8pm Sat, 9am-1pm)

Support and advice for people living with mental ilness.

Tel: 0300 5000 927 (Mon-Fri, 10am-2pm)

Call us for free debt advice on Tel: 0808 808 4000 (Mon-Fri, 9am-8pm Sat, 9.30-1pm)

wwww.youngminds.org.uk

www.rethink.org

Confidential support for people experiencing feelings of distress or despair.

Tel: 116 123 (24-hour free helpline)

www.samaritans.org

www.moneyadviceservice.org.uk

www.nationaldebtline.org

Get free debt advice and your personal action plan Tel: 0800 138 1111 (Mon-Fri, 8am-8pm Sat, 8-4pm)

www.stepchange.org

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Support for carers There are 6.5 million carers in the UK which is one in 10 of the population.

Ask for a Carers’ assessment The Care Act 2014 makes carer’s assessments more widely available to people in caring roles Local authorities now have a legal duty to assess any carer who requests one or who appears to need support If you provide care and support to an adult friend or family member, you may be eligible for support from your local council. This support could include being offered money to pay for things that make caring easier.

Or the local authority might offer practical support, such as arranging for someone to step in when you need a short break. It could also put you in touch with local support groups so you have people to talk to.

A carer’s assessment is a discussion between you and a trained person either from the council or an organisation working on behalf of the council.

The assessment will consider the impact the care and support you provide is having on your own wellbeing, as well as important aspects of the rest of your life, including the things you want to achieve day-to-day.

It must also consider other important issues, such as whether you are able or willing to carry on caring, whether you work or want to work, and whether you want to study or do more socially.

Are you a Carer?

If you are looking after an ill, disabled or frail elderly relative or friend, you should recognise yourself as a carer.

Carers can get a range of support from social care, and can be vital for helping arrange social care support for the person they care for. There are charities that support particular groups of carers, including sibling carers and young carers.

If you want to talk to someone about how to get support as a carer call the

Carers Direct helpline on

0300 123 1053

In April 2015, the Care Act 2014 and the Children and Families Act 2014 came into force, and have strengthened the rights of carers in the social care system. As a carer, you no longer have to request an assessment – social services should offer you one if you appear to have or will have needs for support.

There are also new national rules for deciding who is eligible for care and support.

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A carer’s assessment looks at the different ways caring affects your life, and works out how you can carry on doing the things that are important to you and your family. It covers your caring role, your feelings about caring, your physical, mental and emotional health, and how caring affects your work, leisure, education, wider family and relationships.

Your physical, mental and emotional wellbeing should be at the heart of this assessment. This means that you can tell the council how caring for someone is affecting your life and what you want to be able to do in your day-to-day life.

A carer’s assessment should also look at your own interests and commitments to see if and how they are disrupted by your role as a carer. One of the most important parts of your carer’s assessment will be a discussion about your wishes concerning going to work, training or leisure activities.

Your decision to be a carer When your carer’s assessment is done, no assumptions should be made about your willingness to be a carer.

This can be a very sensitive area, because many of us feel that we have a duty to those we care for. We sometimes rule out other options because we feel we have no choice.

You have the right to choose: • whether to be a carer at all • how much care you are willing to provide • the type of care you are willing to provide When assessing your needs, social services must consider whether your role as a carer is sustainable.

The assessment is about your needs and therefore you should: • have a reasonably detailed discussion about all the matters relevant to you • have the assessment in private if you want to, at a convenient time and place for you • get relevant information, including about welfare benefits you could claim and details of other services • have a chance to identify the outcomes that you want; any services should be appropriate for you and meet your needs • be given flexibility and innovation in identifying services that may meet your needs • have an opportunity to give feedback about the assessment

Being a young carer – your rights A young carer is someone aged 18 or under who helps look after a relative who has a condition, such as a disability, illness, mental health condition, or a drug or alcohol problem Most young carers look after one of their parents or care for a brother or sister. They do extra jobs in and around the home, such as cooking, cleaning, or helping someone to get dressed and move around.

Some children give a lot of physical help to a brother or sister who is disabled or ill. Along with doing things to help your brother or sister, you may also be giving emotional support to both your sibling and your parents.

Your choices about caring Some people start caring at a very young age and don’t really realise they are carers. Other young people become carers overnight. If someone in your family needs to be looked after, you may really want to help them. But young carers shouldn’t do the same things as adult carers, nor should they be spending a lot of their time caring for someone, as this can get in the way of them doing well at school and doing the same kinds of things as other children or young people.

It’s important you decide how much and what type of care you’re willing or able to give, or whether you should be a carer at all.

You need to decide whether you’re the right person to offer the care that the person you look after needs. All disabled adults are entitled to support from their local authority, depending on their needs, so they should not have to rely on their children to care for them. It’s important for social services to ensure the whole family feels supported and comfortable with your role.

Young carers’ rights As from April 2015 a social worker from your local authority must visit to carry out a “young carers needs assessment” to decide what kind of help you and your family might need if you or your parents request this.

If the local authority has already carried out one of these assessments before, they must carry out another one if you or your parents feel that your needs or circumstances have changed.

A young carer’s needs assessment must decide whether it is appropriate for you to care for someone else – and this includes taking into account whether you want to be a carer. The local authority must also look at your education, training, leisure opportunities and your views about your future. When assessing a young carer they must always ask about your wishes and involve you, your parents and anyone else you or your parents want to be involved.

All these people should receive a written record of the assessment. This should include whether the local authority thinks you need support, whether their services could provide you with that support, and whether they will give you that support.

It should also explain what you can do if you or your parents disagree with the assessment. Provided that you both agree, the local authority can assess both your needs as a young carer and the needs of the person you care for, at the same time.

If you’re 16 or over, and you’re not in full-time education you may be eligible for help finding work as well as help with your family’s finances, for instance through benefits such as Carer’s Allowance. Your assessment is the best place to find out about what is available in your situation.

Request your Young Carer’s assessment You or your parents can contact our Early Help Hub Tel: 0118 908 8002 or visit Wokingham Borough Council, Shute End, Wokingham RG40 1BN

Request your Carer’s assessment Contacting our Customer Services Team at Wokingham Borough Council Tel: 0118 974 6000 www.wokingham.gov.uk/care-and-support-foradults/support-for-carers/ Alternatively, if the person you care for is being assessed by a social care practitioner, speak to them about how you can have your needs assessed and they will be able to offer you information and advice about this.

Carers UK Adviceline You can talk to us five days a week, no matter where you are in the UK or how complex your query is.

We do benefits checks and advise on financial and practical matters related to caring.

We provide information and advice on: > > > > >

benefits and tax credits carers employment rights carers’ assessments the services available for carers how to complain effectively and challenge decisions

Our listening service is there for you to talk through your caring situation with a trained volunteer who understands what you are going through.*

Carers UK Adviceline

Open Monday to Friday, 10am to 4pm.

Listening service available Mondays and Tuesdays, from 9am to 7pm.*

0808 808 7777

advice@carersuk.org @carersuk

/carersuk

carersuk.org 20

Safety advice to help independent living Advice and support can often help people live independently in their own home. Here are some tips to help keep yourself, and those you care for, safe.

Help to Prevent Falls Taking some simple steps can reduce the chances of falls and help to keep you independent at home.

Take care of yourself: • Keep active – this will help to improve your balance.

•

Think about your footwear – shoes and slippers that fit well will help you to stay upright and move around more confidently (avoid high heels, thick soles and sandals).

• Talk to your doctor or pharmacist about your medication – if you believe that your medication is affecting your balance.

• Eat healthily – foods rich in vitamin D and calcium (like dairy products and canned fish) can help keep your bones strong.

• Have ear and eye checks – being able to hear and see what is happening around you can help you to adapt to different situations.

• Tell your doctor, care worker or family if you have had a fall – to help put things in place to reduce the risk of you having another fall.

Check Your Home is Safe • Keep a look out - get things fixed that could cause you to get hurt eg. frayed carpets, trailing cables or leaves on your doorstep.

• Light up - try to avoid walking around in the dark when you can't see what is around you.

• Floors and stairs - keep walkways clear of clutter, have cables fixed tightly to walls and have hand rails securely fitted to walls. You may also want to consider whether you need non-slip mats under rugs.

• Use steps, not chairs - when you need to reach to high shelves or to change a light bulb, or see if someone else can help you.

• Pets - think about attaching a bell to your pet's collar to help you know where they are when you are both moving around.

Think about others who may need help You may care for family members or speak to a neighbour once in a while, have a think about hazards they may face when undertaking day to day tasks and where you might be able to support them to stay safe – through doing something yourself or finding support for them. Some simple things to think about are: • How do they get to and from appointments eg eyetests, doctors?

• Is anyone checking for / reducing hazards in and around their home eg sweeping leaves from walk ways?

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• Are there any tasks that they do which puts them at risk but that you could support? eg. putting their bin out or walking to shops when the ground is wet or icy?

Asking for help If you, or people that you look after, need support to live at home, you can contact Wokingham Borough Council – Social Services Team Tel: 0118 974 6772 Visit: www.wokingham.gov.uk Email: wokinghamdirect@wokingham.gov.uk for information on how you can access support or request an assessment.

Living with a Disability Disabled people are often talked about as though they form one group. But every disabled person faces different challenges and health conditions.

The Equality Act 2010 defines a disabled person as anyone who has a physical or mental impairment that has a substantial and long-term adverse effect on his or her ability to carry out day-to-day activities.

These impairments include: • Loss of limbs • Multiple Sclerosis • Heart disease • Down’s Syndrome • Learning difficulties • Mental health problems, such as depression and anxiety It’s against the law for anyone to discriminate against you because of your disability. This means that you’re entitled to fair treatment in the workplace when it comes to recruitment, promotion and pay.

It also means that service providers, such as shops, post offices, leisure facilities and places of worship, are legally obliged to ensure that you can reach them.

At first, you may feel confused, depressed or anxious about your life in the future. Often, newly disabled people shy away from organisations that might help them, but contact with people who face similar challenges is really important.

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Creating dementia friendly communities Tips for shops, workplaces, businesses, friends & neighbours It is possible for people with dementia to live well if those around them understand how they can help in simple ways.

People with dementia live in your area, probably on your street, possibly amongst your friends and close neighbours. People with dementia may visit your shop, business or workplace.

Common signs of dementia are confusion, forgetfulness, struggling to find words and repetitiveness. This can make everyday situations stressful.

A person with dementia may need extra assistance to help them use your services or help them with everyday things.

Speak clearly • Speak clearly, calmly and slowly to allow the person time to understand information.

• Use simple, short sentences and avoid direct questions.

• Keep choices to a minimum and don’t raise your voice.

• Where possible, talk in a non-distracting place or find a quiet corner.

Think about your body language • People with dementia may find it difficult to understand what is being said, but can be quick to interpret the message on people’s faces and may still be aware of body language.

• Make sure you are at the person’s level, use a friendly tone and respect personal space.

Show respect and patience • Adapt what you are saying if the person with dementia does not understand.

• Don’t rush, and try to go at their pace.

Providing information and support to people with dementia and their carers/families.

23

Listen • Listen carefully to what the person has to say, giving plenty of encouragement, whilst looking out for other clues of what they might be trying to communicate.

• Allow them time to find the words to tell you what they want.

Noise • A person with dementia may have difficulty listening if there are a lot of different noises around them.

Lighting • Make sure the lighting is sufficient so the person with dementia can see you and everything around them clearly.

• Turn up the lights or move to a well-lit area.

Help with handling money • Counting money, calculating and handling change, recognising coins and banknotes and knowing the value of money can all be very difficult for someone with dementia.

• Offer to help by counting out money and giving a receipt.

Finding the way • People with dementia may have forgotten where things are or they may not recognise everyday objects.

• Sometimes people with dementia may forget where they are going or become disorientated.

• They may not be able to follow simple directions and may need you to go with them to where they want to go.

Feeling lost • Sometimes people with dementia may feel lost in familiar places or forget where they live.

• If someone is lost and distressed, offer to help by asking if their address is on something they might have in their pocket or bag.

Part of 2nd Floor | 118-128 London Street | Reading | Berkshire | RG1 4SJ

Younger People with Dementia (Berkshire) charity was set up in 2012 to assist in filling this gap in provision for those with young onset dementia and their family and carers. Our aim is to provide meaningful respite that works with current provision over the working week.

Tel: 0118 9596482 www.alzheimers.org.uk

Tel: 07500 806385 / 07881 349316 www.ypwd.info

Recognising and finding things • People with dementia may have forgotten what they came into the premises or room for.

• They may have a list but have problems finding the things they want.

• Help them choose the right amount of things, particularly if they seem to be buying an unusually large amount of something.

Making choices • While choice is good, for someone with dementia too much choice can be confusing.

• Ask what the person would like, e.g. a coffee, and then suggest two or three likely options.

• You could describe these options and remember to give a pause between each option to allow them time to think and make a decision.

Whose reality • Past memories can often be stronger than present reality.

• The person may be confused and say something that does not makes sense to you.

Being predictable • The person with dementia may be confused if things have been rearranged, or by new people they meet.

• Try to keep things the same or offer additional assistance if things have changed.

Every day can be different • For some people with dementia what they can do changes from day to day, so how you help them may need to be different every time.

• Look out for signs and offer to help when needed, bearing in mind the privacy of the person.

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Planning for your future care needs Care has never been free and everyone should think about the care they might need in the future. The long-term costs of care can be significant, and while none of us like to think that we will become old, ill or disabled, it does happen. Likewise, if you’re the parent of a disabled child, planning their future care and how it will be funded is vital Will the NHS pay for my long-term care?

Local authority services

Long-term care is sometimes provided and funded by the NHS. If it isn’t funded by the NHS, it may be provided by your local authority. Depending on your financial circumstances, you may have to pay for some or all of the care you receive.

If you are not entitled to care funded by the NHS, or only part of your care is funded by the NHS, your care may be provided by your local authority. Local authorities are allowed to charge for the services they provide and most of them do so

You can have an assessment to determine whether you are entitled to NHS-funded care and, if not, how much you will pay towards your care.

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.

NHS continuing healthcare Some people with long-term complex health needs qualify for care arranged and funded solely by the NHS. This is known as NHS continuing healthcare.

NHS-funded nursing care If you do not qualify for NHS continuing healthcare, but you have been assessed as needing care from a registered nurse, you may receive NHS-funded nursing care.

Free and impartial money advice, set up by government Advice and guides to help improve your finances Tools and calculators to help you keep track and plan ahead Support in person, over the phone and online Give us a call for free and impartial money advice.

0300 500 5000 *

Monday to Friday, 8am to 8pm - Saturday, 9am to 1pm Sunday and Bank Holidays, closed * Calls cost the same as calling an 01 or 02 number.

If you have a “free minutes” call package, check with your provider that 03 numbers are included.

www.moneyadviceservice.org.uk 25

Deferred payments if you are unable to pay for care services Care home fees are a big financial commitment, and the decision to go into a care home is often made at a moment of crisis or urgency, such as when being discharged from hospital. This can make finding the money to pay for fees (usually several hundred pounds a week) challenging for people funding their own care.

In particular, if you own property outright but have little in the way of savings, you may be expected to fund your own care but have little immediately available money to pay for it. Some people going to stay in a care home for a long time find that they have no option but to sell their property to pay the care home fees.

Your council may be able to help you if you are at risk of having to sell your home. Where there is a delay in selling the property, or you don’t want to sell the property immediately, you may be eligible to have your care fee payment “deferred”. This is where the local authority helps you to pay your care fees temporarily, and you repay the costs to the local authority at a later date.

If the local authority agrees to the deferred payment and pays the care home fees, it will take payment from the money raised once the property is sold.

This can be: • during your lifetime if you choose to sell your home • once you die, the local authority can be repaid from your estate All councils must offer people the chance to defer payment if they meet a set of eligibility criteria.

A deferred payment scheme is only available if you don’t have enough income to cover your care home fees, and you have less in savings than £23,250. In these circumstances, the savings don’t include the value of your property, but does include money in bank accounts.

The local authority will put a “legal charge” (similar to a mortgage) on the property and will then pay the remaining care fees in full. You will then be assessed to see whether they are able to pay a weekly charge to the authority. Your ability to pay is based on your income less a set “disposable income allowance” (currently £144 per week).

Before considering deferred payments, you should look into whether the property will or won’t be counted in how your capital is calculated. For instance, it may be disregarded because your partner still lives there, and if it is a deferred payment agreement wouldn’t be necessary.

It’s wise to get independent financial advice before agreeing to a deferred payment, and it’s worth bearing in mind that choosing deferred payments can impact on some welfare benefits.

As an alternative, you may be able to enter an “equity release scheme” with a financial organisation. Equity release can pay for the fees from the value of property you own. However, you should consider which of these options best meets your needs, and what the overall costs to you will be.

How your local authority can help with planning your care The Care Act 2014 makes clear that local authorities must provide or arrange services that help to prevent people developing care and support needs, or delay people deteriorating to the point where they would need ongoing care and support.

Even if you don’t want or need financial assistance with your care, your local authority can still help you plan your care, so it is worth contacting the adult social services of your local council to find out the options available to you and your family.

The sooner you ask for an assessment, the sooner that plans for your care can be made. These plans should include what should be done in the event of an emergency.

Local authorities have to help people get independent financial advice, to enable planning and preparation for future care costs.

This encompasses a range of services from generic sources of information and advice, such as websites or helplines, to tailored advice relating to specific financial products, which can only be provided by a regulated financial advisor. Some of these services may charge a fee

Advice on paying for care The Money Advice Service: www.moneyadviceservice.org.uk offers information on paying for care or the option to speak to an online adviser. You can call the Money Advice Service on 0300 500 5000.

The Society of Later Life Advisers: www.societyoflaterlifeadvisers.co.uk can also help you find advice on how to make financial plans for care in your old age. You can call the Society of Later Life Advisers 0333 2020 454

Each year, thousands of people are told they have to self-fund their own long term care.

Some self-funding options are quite straightforward, while others are much more complicated.

A specialist care-fees adviser will help you to compare and assess all your options before deciding which one is right for you.

With more of us living longer, serious consideration should be given now to how you will fund Long Term Care fees without eroding your family’s legacy. We have the knowledge to help your home, savings and other assets eventually pass on to your family and loved ones.

SIMON REID WEALTH MANAGEMENT ACCREDITED LATER LIFE ADVISER

Investing to pay for care

Long term care annuities Preserving your capital Safely passing on your wealth Protecting you & your Estate

The value of an investment with St. James's Place will be directly linked to the performance of the funds you select and the value can therefore go down as well as up.You may get back less than you invested.

SIMON REID WEALTH MANAGEMENT

Senior Partner Practice of St. James's PlaceWealth Management

Tel: 01189 770475

Mobile: 07836 710858 Email: simon.reid@sjpp.co.uk www.sjpp.co.uk/simonreid The Partner Practice represents only St. James's Place Wealth Management plc (which is authorised and regulated by the Financial Conduct Authority) for the purpose of advising solely on the Group's wealth management products and services, more details of which are set out on the Group's website at www.sjp.co.uk/products.The title 'Partner Practice' is the marketing term used to describe St. James's Place representatives.

26

Choosing the right home care agency If you find it difficult to carry out personal care routines – such as washing or dressing – home care services can provide the extra support that you need. Home care services (also known as domiciliary care) provide carers or personal assistants who can visit you at home to help with a wide range of tasks If you are considering using a home care agency Here is a list of questions you should ask a home care agency; ensure you get all the answers that you need.

About the carers • Will I have a regular carer?

• What will happen if my regular carer is off sick?

• What happens if a carer is unable to get to me because of adverse weather conditions or a traffic accident?

• How many different carers are likely to visit me?

• What sort of training do the carers receive? Do they have an induction period? How often is their training updated?

• What qualifications do they have?

• Will carers keep written records of the care that has been given, and accurate timesheets for me to sign?

• Can copies of the records be sent to me if I want them?

About your needs • How will you match the most suitable carer to my needs?

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27

•

•

•

•

Will you be able to find carer(s) that can visit at the time I need care?

What happens if a carer and myself are incompatible?

Could a different carer be requested?

What happens in the event of a medical emergency?

Will the agency carer stay with my relative until help comes? Will they notify me of any problems?

How will carers get into my home if I cannot answer the door? How will that information be kept secure?

About the agency • Do you have a standard contract for work with private clients? Can we see a copy?

• What are your hourly charges? Are there any minimum charges (such as a minimum number of hours per week)?

• What happens on weekends and bank holidays? Is care provided? Is there an additional charge at these times?

• How is payment required – by cheque, direct debit or some other way? How often is payment required?

Monthly or weekly?

• What insurance do you have to protect my home, for example, in the case of damage to property, the carer making a mistake, or the carer having an accident in my home?

• How do you ensure quality of care is maintained?

What are your quality assurance policies and procedures?

• Who should I contact if I have problems with a carer or the service provided?

• Is it possible to try you for a short trial period initially, to see how it works out?

Care Home & Home Care CQC Ratings By law, all care homes and home care agencies have to display the ratings the (CQC) Care Quality Commission gives them. They must display them in the places that people who use their services can easily see them. They must also show their ratings on their website, if they have one.

• Outstanding: The service is performing exceptionally well.

• Good: The service is performing well and meeting our expectations.

• Requires improvement: The service isn’t performing as well as it should and we have told the service how it must improve.

• Inadequate: The service is performing badly and we’ve taken action against the person or organisation that runs it.

Read their latest report: www.cqc.org.uk/content/findservices-your-local-authority-area

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

Choosing the right care home

Choice of accommodation

Choosing a care home is one of the most important decisions you’ll ever make. You need to make sure it’s got everything you need, in a place you’ll be happy, at a price you can afford.

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.

When choosing a care home you need to recognise that your care needs are likely to increase over time.

Choosing a care home • Make a shortlist of suitable care homes in your area that fall within your budget.

• Request an information pack from the homes on your shortlist.

• Request a copy of their contracts and/or terms and conditions.

• Make sure they have vacancies or establish how long their waiting list is.

• The cost of care varies from region to region – you could save money by relocating.

• Don’t forget to take into account additional costs that may not be covered in your residential fees, such as meals and day trips.

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). 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.

To check up-to-date information on the Nursing and Residential care homes within your locality visit: www.cqc.org.uk

• Check how much notice you need to give if you move out and how much notice you will be given if the home is to close.

• If your funding is local-authority assisted, check that you pay the same rates as self-funders and find out whether a top-up payment is required.

Check the care home’s official inspection report

How much is it going to cost?

Care-home fees vary considerably around the country, but on average you should expect to pay approximately £28,500 a year for a residential care home and £37,500 if nursing care is required.

Your local council may be able to help with costs depending on your circumstances.

Before visiting any care homes in person, you need to be very clear about what it is you’re looking for. Make a checklist of the things that are important to you, along with a list of questions to ask the managers and staff.

Don’t be embarrassed – you’re about to make a lifechanging decision.

A happy pleasant clean and caring environment in the heart of Wokingham Contact us on

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Down Lodge | 11 Sturges Road | Wokingham | RG40 2HG 28

Domiciliary, Residential & Nursing Homes Domiciliary Care Agencies

Address

Area

Postcode

Telephone

Nursing Homes

Address

Area

Postcode

Telephone

Residential Homes

Address

Area

Postcode

Telephone

Your home care solution

Whatever you need we are there for you

T. 0118 977 8600 | www.optalis.org 29

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High quality, person centred care & support

Whether you’re looking for long or short term care and support at home for yourself or a loved one we would like to help.

We provide a comprehensive range of flexible tailor-made care and support services that help people to remain in their own homes providing assistance from half an hour to 24 hours a day.

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Health & Care

Caring 30

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

When should I complain?

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.

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.

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 treatment including: GPs, Dentists, Pharmacies and Opticians 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.

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

Website: www.england.nhs.uk

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

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 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.

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.

The Patient Advice and Liaison Service Telephone: 0118 322 8338 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. or in writing to: PALS Service, Royal Berkshire Hospital London Road Reading RG1 5AN Visit our website: www.royalberkshire.nhs.uk/get-in-touch or via E-mail: talktous@royalberkshire.nhs.uk

Supporting you if you have a complaint

Wokingham 31

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

Tel: 0118 418 1 418 • Email: enquiries@healthwatchwokingham.co.uk • www.healthwatchwokingham.co.uk

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.

The main healthcare professional regulators in England are: DOCTORS The General Medical Council.

Tel: 0161 923 6602 Email: gmc@gmc-uk.org www.gmc-uk.org NURSES AND MIDWIVES The Nursing and Midwifery Council.

Tel: 020 7637 7181 Email: newreferrals@nmc-uk.org www.nmc-uk.org DENTISTS, DENTAL HYGIENISTS & DENTAL THERAPISTS The General Dental Council.

Tel: 020 7167 6000 Email: information@gdc-uk.org www.gdc-uk.org DISPENSING OPTICIANS & OPTOMETRISTS The General Optical Council.

Tel: 020 75803898 Email: goc@optical.org www.optical.org PHARMACISTS The General Pharmaceutical Council.

Tel: 0203 713 7950 Email: concerns@pharmacyregulation.org www.pharmacyregulation.org OSTEOPATHS The General Osteopathic Council.

Tel: 020 7357 6655 Email: contactus@osteopathy.org.uk www.osteopathy.org.uk CHIROPRACTORS The General Chiropractic Council.

Tel: 020 77135155 Email: enquiries@gcc-uk.org www.gcc-uk.org

How to complain about Adult Social Care Services?

If your complaint is about an adult social care service provider, you can contact them directly. This will give the care service the chance to resolve any problem you may have and put things right for you.

However, if your complaint refers to an adult social care service funded by Wokingham Borough Council, you can raise any concerns by the following ways: Going online at: www.wokingham.gov.uk Phone us on: 0118 974 6772 Write to us at: Community Care Services, Wokingham Borough Council, Civic Offices, Shute End, Wokingham RG40 1BN

How to complain about Children’s, Young People and Family Services?

Going online at: www.wokingham.gov.uk Phone us on: 0118 974 6000 Write to us at: Children’s Services Wokingham Borough Council, Civic Offices, Shute End, Wokingham RG40 1BN Telephone: 0118 974 6000 Email: CustomerRelations@wokingham.gov.uk 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.

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.

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.

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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Personalised Support Service

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