Extra Care Booklet

Matilda Place & Victoria House

Winchester City Council, City Offices, Colebrook Street, Winchester, SO23 9LJ.

telephone 01962 840 222

fax 01962 841 365

email housing@winchester.gov.uk website www.winchester.gov.uk Telephone calls may be recorded.

Printed on environmentally friendly paper.

LDS0119-28151 October 2008 Designed and printed by Winchester City Council’s Design, Print Unit

Extra Care Sheltered Housing for Older People

Matilda Place & Victoria House

Winchester City Council, City Offices, Colebrook Street, Winchester, SO23 9LJ.

telephone 01962 840 222

fax 01962 841 365

email housing@winchester.gov.uk website www.winchester.gov.uk Telephone calls may be recorded.

Printed on environmentally friendly paper.

LDS0119-28151 October 2008 Designed and printed by Winchester City Council’s Design, Print Unit

Extra Care Sheltered Housing for Older People

Extra care sheltered housing is a specialist housing provision designed to offer a safe and secure environment for frail older people. Run in conjunction with Adult Services and Supporting People, these schemes provides a more flexible level of support and care than that of an ordinary sheltered housing scheme whilst retaining all the independence of living in your own home.

24 hour on-site cover is provided at extra care sheltered schemes giving peace of mind that help is on hand for emergencies at any time and to provide a more flexible delivery of service to suit your needs.

Winchester City Council is working in partnership with Hampshire County Council to promote Telecare services to Older People and Vulnerable People throughout the District.

Telecare makes use of the latest technology to provide support to vulnerable people through a combination of telephone equipment and electronic sensors, monitored via a standard phone line by Winchester City Council's Lifeline Control Centre. Customers using the service are provided with a Lifeline unit to work with their existing telephone, together with a pendant alarm and one or more additional sensors according to their needs. Sensors are available to monitor a wide range of situations including falls, flood, extreme heat or cold, bogus callers, door entry, movement, chair occupancy and many other functions. If a sensor is triggered, an alarm call is made to the Control Centre. The operator will then contact the customer and summon the appropriate help. The monitoring cost depends upon the level of support service selected, but starts from approximately ÂŁ2.80 per week.

If you would like further information on the Lifeline and Telecare Services, or would like to arrange for an assessment visit from a member of the team, please telephone 01962 856488 or email lifeline@winchester.gov.uk

Extra care sheltered housing is a specialist housing provision designed to offer a safe and secure environment for frail older people. Run in conjunction with Adult Services and Supporting People, these schemes provides a more flexible level of support and care than that of an ordinary sheltered housing scheme whilst retaining all the independence of living in your own home.

24 hour on-site cover is provided at extra care sheltered schemes giving peace of mind that help is on hand for emergencies at any time and to provide a more flexible delivery of service to suit your needs.

Winchester City Council is working in partnership with Hampshire County Council to promote Telecare services to Older People and Vulnerable People throughout the District.

Telecare makes use of the latest technology to provide support to vulnerable people through a combination of telephone equipment and electronic sensors, monitored via a standard phone line by Winchester City Council's Lifeline Control Centre. Customers using the service are provided with a Lifeline unit to work with their existing telephone, together with a pendant alarm and one or more additional sensors according to their needs. Sensors are available to monitor a wide range of situations including falls, flood, extreme heat or cold, bogus callers, door entry, movement, chair occupancy and many other functions. If a sensor is triggered, an alarm call is made to the Control Centre. The operator will then contact the customer and summon the appropriate help. The monitoring cost depends upon the level of support service selected, but starts from approximately ÂŁ2.80 per week.

If you would like further information on the Lifeline and Telecare Services, or would like to arrange for an assessment visit from a member of the team, please telephone 01962 856488 or email lifeline@winchester.gov.uk

Contact Details The Extra Sheltered Services Manager for Matilda Place and Victoria House is: Ms Sarah Turpitt Flat 27 Victoria House Victoria Road Winchester SO23 7BP Tel: 01962 842 437 The contact number for Victoria House is Tel: 01962 867 585

The contact number for Matilda Place is 01962 842 894 The Housing Services Manager is: Mr Steve Tong Winchester City Council City Offices Colebrook Street Winchester SO23 9LJ Tel 01962 848 298 Winchester City Council's Extra Care Sheltered Housing Services are registered with: The Commission for Social Care Inspection Hampshire Area Office Overline House Blechynden Terrace Southampton SO15 1GW Tel 023 8082 1300

Aims and objectives The aims and objectives of extra care sheltered housing are to provide a high quality housing support and care service to frail older people which enables, supports and encourages them to live independently for as long as they both wish to and are able to by: G

Providing a range of housing support and care services tailored to meet individual needs.

G

Providing a person-centred approach to assessment and the delivery of support and care, working in conjunction with partner agencies as appropriate.

G

Providing a service where the dignity and right to privacy of all Tenants is paramount.

G

Providing attractive accommodation in which Tenants feel secure.

G

Ensuring that Tenants are kept informed and have access to information in respect of their rights and choices.

G

Encouraging Tenants, through tenant participation, to have a say in how their sheltered housing service is managed.

What accommodation is available?

Winchester City Council currently has two extra care sheltered housing schemes, Matilda Place and Victoria House. Both schemes are located in central Winchester with shopping, leisure, health and other facilities close by.

12

1

Contact Details The Extra Sheltered Services Manager for Matilda Place and Victoria House is: Ms Sarah Turpitt Flat 27 Victoria House Victoria Road Winchester SO23 7BP Tel: 01962 842 437 The contact number for Victoria House is Tel: 01962 867 585

The contact number for Matilda Place is 01962 842 894 The Housing Services Manager is: Mr Steve Tong Winchester City Council City Offices Colebrook Street Winchester SO23 9LJ Tel 01962 848 298 Winchester City Council's Extra Care Sheltered Housing Services are registered with: The Commission for Social Care Inspection Hampshire Area Office Overline House Blechynden Terrace Southampton SO15 1GW Tel 023 8082 1300

Aims and objectives The aims and objectives of extra care sheltered housing are to provide a high quality housing support and care service to frail older people which enables, supports and encourages them to live independently for as long as they both wish to and are able to by: G

Providing a range of housing support and care services tailored to meet individual needs.

G

Providing a person-centred approach to assessment and the delivery of support and care, working in conjunction with partner agencies as appropriate.

G

Providing a service where the dignity and right to privacy of all Tenants is paramount.

G

Providing attractive accommodation in which Tenants feel secure.

G

Ensuring that Tenants are kept informed and have access to information in respect of their rights and choices.

G

Encouraging Tenants, through tenant participation, to have a say in how their sheltered housing service is managed.

What accommodation is available?

Winchester City Council currently has two extra care sheltered housing schemes, Matilda Place and Victoria House. Both schemes are located in central Winchester with shopping, leisure, health and other facilities close by.

12

1

Matilda Place G

19 flats, 7 of which are designed for single occupancy only.

G

Flats are dispersed over three floors and are all serviced by a lift.

G

All flats have their own kitchen and shower room with a w.c. and wash hand basin.

G

All flats have their own gas central heating system regulated by a room thermostat.

G

Communal lounge where coffee mornings and other activities for residents are held.

G

Specially adapted communal bathroom with an ambu-lift chair for assisted bathing.

G

Guest room facilities for the use of relatives and friends of tenants.

G

Small communal garden.

G

A support plan - details of your support needs, who is providing you with support and any action to be taken in respect of your support needs.

G

A care plan - details of your care needs.

Scheme staff will also keep note of any significant contact they have with you, for example if they have called your doctor for you or assisted you to make a referral to another agency. The purpose of this is to ensure we have an up to date record of your needs to enable us to provide you with an effective and efficient service.

All information relating to you will be held within your personal file. This file will be stored in a locked filing cabinet. The cabinet remains locked at all times other than when staff require access.

The only people that have access to your file are the staff involved in delivering the extra care sheltered housing service.

We will only share information about you with other agencies such as doctors, hospital staff and adult services with your consent.

Confidentiality binds all staff and only in extreme instances where a service user is at risk of self-harm, abuse or exploitation will staff share personal information with a third party.

We do not assume that you wish information to be shared with other parties such as family and friends and will only share information if we have your consent. This means that if a member of your family or a friend, contacts us to discuss any aspect of your tenancy and we do not have prior approval from you for disclosure, we will not discuss the matter with them.

You are entitled under the Data Protection Act 1998 to access information held about you. Please see Section 1.5 of the Tenants Handbook for further details.

Full information on Winchester City Council's services for older persons can be found in Section 8 of the Tenants Handbook, while services for tenants with a disability can be found in Section 9 of the Handbook.

11

2

Matilda Place G

19 flats, 7 of which are designed for single occupancy only.

G

Flats are dispersed over three floors and are all serviced by a lift.

G

All flats have their own kitchen and shower room with a w.c. and wash hand basin.

G

All flats have their own gas central heating system regulated by a room thermostat.

G

Communal lounge where coffee mornings and other activities for residents are held.

G

Specially adapted communal bathroom with an ambu-lift chair for assisted bathing.

G

Guest room facilities for the use of relatives and friends of tenants.

G

Small communal garden.

G

A support plan - details of your support needs, who is providing you with support and any action to be taken in respect of your support needs.

G

A care plan - details of your care needs.

Scheme staff will also keep note of any significant contact they have with you, for example if they have called your doctor for you or assisted you to make a referral to another agency. The purpose of this is to ensure we have an up to date record of your needs to enable us to provide you with an effective and efficient service.

All information relating to you will be held within your personal file. This file will be stored in a locked filing cabinet. The cabinet remains locked at all times other than when staff require access.

The only people that have access to your file are the staff involved in delivering the extra care sheltered housing service.

We will only share information about you with other agencies such as doctors, hospital staff and adult services with your consent.

Confidentiality binds all staff and only in extreme instances where a service user is at risk of self-harm, abuse or exploitation will staff share personal information with a third party.

We do not assume that you wish information to be shared with other parties such as family and friends and will only share information if we have your consent. This means that if a member of your family or a friend, contacts us to discuss any aspect of your tenancy and we do not have prior approval from you for disclosure, we will not discuss the matter with them.

You are entitled under the Data Protection Act 1998 to access information held about you. Please see Section 1.5 of the Tenants Handbook for further details.

Full information on Winchester City Council's services for older persons can be found in Section 8 of the Tenants Handbook, while services for tenants with a disability can be found in Section 9 of the Handbook.

2

11

Our pledge to YOU

Victoria House

We are confident that you will at all times receive the highest standard of customer care from scheme staff and other personnel employed to provide the extra care sheltered housing service. If you are unhappy about the conduct of a staff member or the level of service you have received then please contact the Extra Sheltered Services Manager or Housing Services Manager as detailed on page 12, Contact Details. Further information on how to make a complaint can be found in Section 1.4 of the Tenants Handbook.

G

25 flats, all of which are designed for single occupancy.

G

Flats are dispersed over three floors and are all serviced by a lift.

G

Flats on the ground floor have direct access to the communal garden.

G

All flats have their own kitchen and shower room with a w.c. and wash hand basin.

G

All flats have their own gas central heating system regulated by a room thermostat.

G

A communal bathroom on each floor with specialist features such as a Parker bath and an ambu-lift for assisted bathing.

G

Communal lounge where coffee mornings and other activities for residents are held.

G

Guest room facilities for the use of relatives and friends of residents.

G

An attractive enclosed communal garden to the rear of the scheme.

We also take seriously the health and safety of our employees.

Reports of verbal or physical aggression against staff are investigated and depending on the outcome, we will take appropriate action to ensure that the health and safety of employees is safeguarded.

Confidentiality Staff will at all times act professionally and will respect the privacy of tenants. Information about tenants will not be disclosed to another party without first obtaining their consent.

If you wish to report a breach of confidentiality you should contact the Extra Sheltered Services Manager or Housing Services Manager as detailed on page 12, Contact Details. All reports will be taken seriously and appropriate action will be taken.

Information In order to provide you with an efficient and high quality service it is necessary for us to record certain information about you.

The information scheme staff will collect from you includes: G

A service user information form - details include name, address and contact details, details of next of kin/personal contacts, doctor, medical conditions and support service details.

10

3

Our pledge to YOU

Victoria House

We are confident that you will at all times receive the highest standard of customer care from scheme staff and other personnel employed to provide the extra care sheltered housing service. If you are unhappy about the conduct of a staff member or the level of service you have received then please contact the Extra Sheltered Services Manager or Housing Services Manager as detailed on page 12, Contact Details. Further information on how to make a complaint can be found in Section 1.4 of the Tenants Handbook.

G

25 flats, all of which are designed for single occupancy.

G

Flats are dispersed over three floors and are all serviced by a lift.

G

Flats on the ground floor have direct access to the communal garden.

G

All flats have their own kitchen and shower room with a w.c. and wash hand basin.

G

All flats have their own gas central heating system regulated by a room thermostat.

G

A communal bathroom on each floor with specialist features such as a Parker bath and an ambu-lift for assisted bathing.

G

Communal lounge where coffee mornings and other activities for residents are held.

G

Guest room facilities for the use of relatives and friends of residents.

G

An attractive enclosed communal garden to the rear of the scheme.

We also take seriously the health and safety of our employees.

Reports of verbal or physical aggression against staff are investigated and depending on the outcome, we will take appropriate action to ensure that the health and safety of employees is safeguarded.

Confidentiality Staff will at all times act professionally and will respect the privacy of tenants. Information about tenants will not be disclosed to another party without first obtaining their consent.

If you wish to report a breach of confidentiality you should contact the Extra Sheltered Services Manager or Housing Services Manager as detailed on page 12, Contact Details. All reports will be taken seriously and appropriate action will be taken.

Information In order to provide you with an efficient and high quality service it is necessary for us to record certain information about you.

The information scheme staff will collect from you includes: G

10

A service user information form - details include name, address and contact details, details of next of kin/personal contacts, doctor, medical conditions and support service details.

3

The role of extra care sheltered staff Housing and support co-ordinators are employed at extra care sheltered housing schemes. Their role is varied and includes providing the support service that is integral to sheltered housing.

The co-ordinators are trained to provide G

General housing management to include advice on tenancy issues.

G

Housing related support to include welfare visits daily.

G

Individual support, assessed to meet your needs.

How to apply for extra care sheltered housing You can apply for extra care sheltered housing if you are 65 years of age or over.

To be eligible for extra care housing you need to: G

Have been assessed as needing assistance with several personal care needs to maintain your independence.

G

Be approaching or at the point where your care needs can no longer be adequately met within your existing home.

G

Meet the criteria for Joint Housing Register

G

Have a level of mental awareness to enable you to live independently free from risk to yourself and others

Overnight there is a care assistant sleeping within the building to provide assistance in an emergency.

G

Not have regular ongoing night time needs.

Tenants may, if they wish, employ their own carers.

An application for accommodation can be made through the City Council’s Housing Need’s Section.

Housing and support co-ordinators are on duty between 8.30am and 5pm Mon-Fri outside of these hours the scheme is manned by trained Care Staff.

The application process Once your application has been received you will be contacted by the Extra Sheltered Services Manager. An appointment will be made to visit you to carry out an assessment of your housing support and care needs. Assessments will be undertaken in conjunction with other relevant support and care professionals such as Adult Services.

You will be notified in writing of the outcome of your application and if an offer of accommodation is made.

Need more information?

If you would like more information on how to apply for extra care sheltered housing contact the Housing Needs Section on 01962 840 222 or the Extra Sheltered Services Manager on 01962 842 437.

4

9

The role of extra care sheltered staff Housing and support co-ordinators are employed at extra care sheltered housing schemes. Their role is varied and includes providing the support service that is integral to sheltered housing.

The co-ordinators are trained to provide G

General housing management to include advice on tenancy issues.

G

Housing related support to include welfare visits daily.

G

Individual support, assessed to meet your needs.

How to apply for extra care sheltered housing You can apply for extra care sheltered housing if you are 65 years of age or over.

To be eligible for extra care housing you need to: G

Have been assessed as needing assistance with several personal care needs to maintain your independence.

G

Be approaching or at the point where your care needs can no longer be adequately met within your existing home.

G

Meet the criteria for Joint Housing Register

G

Have a level of mental awareness to enable you to live independently free from risk to yourself and others

Overnight there is a care assistant sleeping within the building to provide assistance in an emergency.

G

Not have regular ongoing night time needs.

Tenants may, if they wish, employ their own carers.

An application for accommodation can be made through the City Council’s Housing Need’s Section.

Housing and support co-ordinators are on duty between 8.30am and 5pm Mon-Fri outside of these hours the scheme is manned by trained Care Staff.

The application process Once your application has been received you will be contacted by the Extra Sheltered Services Manager. An appointment will be made to visit you to carry out an assessment of your housing support and care needs. Assessments will be undertaken in conjunction with other relevant support and care professionals such as Adult Services.

You will be notified in writing of the outcome of your application and if an offer of accommodation is made.

Need more information?

If you would like more information on how to apply for extra care sheltered housing contact the Housing Needs Section on 01962 840 222 or the Extra Sheltered Services Manager on 01962 842 437.

4

9

Contact from staff

What support services are provided?

Tenants will receive a morning visit by the Housing support Co-ordinator and an evening call through the alarm intercom system.

The main types of housing support that staff can provide are: G

General counselling and support to tenants.

Care assistants will call during pre-arranged daytime hours as detailed in the tenants individual care plan. We will try to ensure that care visits take place at regular times.

G

Assisting to maintain the safety and security of a tenants home.

How to summon assistance

G

Assisting with the proper use of appliances and equipment.

G

Arranging adaptations and minor repairs to a tenants home.

G

Monitoring the health and well-being of residents.

G

Providing advice, advocacy and liaison with other professionals.

G

Arranging for assistance with welfare benefits and personal finances/budgeting.

G

Providing support and intervention in neighbour problems.

G

Advising and assisting with the resettlement of tenants.

All flats have an alarm intercom unit and pull-cords fitted throughout. In addition some Tenants will receive a pendant which they can wear around the neck or on the wrist. Should you require assistance you can summon help by pulling an alarm cord or pressing the button on the intercom unit or pendant. There is a member of staff on duty every day between 8am and 10pm to respond to your call. Outside of these hours a carer is available for emergency calls, for example illness or a fall, with a duty manager on call to them for advice or support.

Staff will ensure that there are opportunities for social interaction within sheltered schemes.

Staff have a responsibility to maintain the safety and security of the buildings and communal areas within the scheme. They will carry out regular inspections, ensure that health and safety issues are reported immediately and any repairs are carried out efficiently.

Staff are also responsible for monitoring and testing equipment such as the alarm call system, pendants and pull-cords as well as the fire alarms and lifts to ensure they are in good working order.

8

5

Contact from staff

What support services are provided?

Tenants will receive a morning visit by the Housing support Co-ordinator and an evening call through the alarm intercom system.

The main types of housing support that staff can provide are: G

General counselling and support to tenants.

Care assistants will call during pre-arranged daytime hours as detailed in the tenants individual care plan. We will try to ensure that care visits take place at regular times.

G

Assisting to maintain the safety and security of a tenants home.

How to summon assistance

G

Assisting with the proper use of appliances and equipment.

G

Arranging adaptations and minor repairs to a tenants home.

G

Monitoring the health and well-being of residents.

G

Providing advice, advocacy and liaison with other professionals.

G

Arranging for assistance with welfare benefits and personal finances/budgeting.

G

Providing support and intervention in neighbour problems.

G

Advising and assisting with the resettlement of tenants.

All flats have an alarm intercom unit and pull-cords fitted throughout. In addition some Tenants will receive a pendant which they can wear around the neck or on the wrist. Should you require assistance you can summon help by pulling an alarm cord or pressing the button on the intercom unit or pendant. There is a member of staff on duty every day between 8am and 10pm to respond to your call. Outside of these hours a carer is available for emergency calls, for example illness or a fall, with a duty manager on call to them for advice or support.

Staff will ensure that there are opportunities for social interaction within sheltered schemes.

Staff have a responsibility to maintain the safety and security of the buildings and communal areas within the scheme. They will carry out regular inspections, ensure that health and safety issues are reported immediately and any repairs are carried out efficiently.

Staff are also responsible for monitoring and testing equipment such as the alarm call system, pendants and pull-cords as well as the fire alarms and lifts to ensure they are in good working order.

8

5

What care services are provided?

How is the service delivered?

Winchester City Council care services offers an extensive range of care services to includes the following:

Each sheltered tenant is an individual. Their needs, wishes and preferences are unique to them and we take this into account when delivering the extra care sheltered housing service.

G

Assistance with personal care and hygiene.

G

Assistance with dressing and undressing.

G

Assistance to get up and go to bed.

G

Medication prompts.

G

Provision of one hot meal a day (with scope to provide further help with meals if necessary).

These services are dependent upon a care needs assessment by Adult Services for which an additional payment may be required subject to a financial assessment.

When you move into extra care sheltered housing, support and care plans will be drawn up with you which detail the type, range and level of any support and care needs you may have. The plans will set out what support and care you require from scheme staff as well as from other agencies. They also detail other information such as who should be contacted or informed if you are unwell.

The Care Services Manager will draw up a separate care plan with you to identify your care needs and how these will be met.

Key points about care and support plans are: G

You will be fully involved in the drawing up, monitoring and reviewing of your care and support plans.

G

Your care and support plans will be unique to you.

G

They allow us to provide a service that matches your needs.

Tenants have the right to engage another accredited care provider if they wish.

Tasks not undertaken by staff Staff are not responsible for assisting tenants with the following tasks: G

Personal shopping.

G

Banking and paying bills.

G

Cleaning and ironing.

G

Cutting of finger and toenails.

G

Nursing care.

If tenants require support with these tasks, staff can provide information and assist in accessing this type of support.

Copies of plans and reporting systems will be kept in tenants' flats. Care assistants are required to record their visits, tasks completed and any changes in a tenants condition on the relevant documentation.

Scheme staff will arrange to review your care and support plans with you six weeks after you have moved in to ensure your needs are being met. Reviews will then take place at regular intervals, at least six monthly. Should you or scheme staff feel that your needs have significantly changed before that time, your support plan can be reviewed accordingly. With your consent we will involve family or friends, social workers and other professionals in support and care plan reviews to ensure thorough assessments are undertaken and acted upon accordingly.

6

7

What care services are provided?

How is the service delivered?

Winchester City Council care services offers an extensive range of care services to includes the following:

Each sheltered tenant is an individual. Their needs, wishes and preferences are unique to them and we take this into account when delivering the extra care sheltered housing service.

G

Assistance with personal care and hygiene.

G

Assistance with dressing and undressing.

G

Assistance to get up and go to bed.

G

Medication prompts.

G

Provision of one hot meal a day (with scope to provide further help with meals if necessary).

These services are dependent upon a care needs assessment by Adult Services for which an additional payment may be required subject to a financial assessment.

When you move into extra care sheltered housing, support and care plans will be drawn up with you which detail the type, range and level of any support and care needs you may have. The plans will set out what support and care you require from scheme staff as well as from other agencies. They also detail other information such as who should be contacted or informed if you are unwell.

The Care Services Manager will draw up a separate care plan with you to identify your care needs and how these will be met.

Key points about care and support plans are: G

You will be fully involved in the drawing up, monitoring and reviewing of your care and support plans.

G

Your care and support plans will be unique to you.

G

They allow us to provide a service that matches your needs.

Tenants have the right to engage another accredited care provider if they wish.

Tasks not undertaken by staff Staff are not responsible for assisting tenants with the following tasks: G

Personal shopping.

G

Banking and paying bills.

G

Cleaning and ironing.

G

Cutting of finger and toenails.

G

Nursing care.

If tenants require support with these tasks, staff can provide information and assist in accessing this type of support.

6

Copies of plans and reporting systems will be kept in tenants' flats. Care assistants are required to record their visits, tasks completed and any changes in a tenants condition on the relevant documentation.

Scheme staff will arrange to review your care and support plans with you six weeks after you have moved in to ensure your needs are being met. Reviews will then take place at regular intervals, at least six monthly. Should you or scheme staff feel that your needs have significantly changed before that time, your support plan can be reviewed accordingly. With your consent we will involve family or friends, social workers and other professionals in support and care plan reviews to ensure thorough assessments are undertaken and acted upon accordingly.

7

What care services are provided?

How is the service delivered?

Winchester City Council care services offers an extensive range of care services to includes the following:

Each sheltered tenant is an individual. Their needs, wishes and preferences are unique to them and we take this into account when delivering the extra care sheltered housing service.

G

Assistance with personal care and hygiene.

G

Assistance with dressing and undressing.

G

Assistance to get up and go to bed.

G

Medication prompts.

G

Provision of one hot meal a day (with scope to provide further help with meals if necessary).

These services are dependent upon a care needs assessment by Adult Services for which an additional payment may be required subject to a financial assessment.

When you move into extra care sheltered housing, support and care plans will be drawn up with you which detail the type, range and level of any support and care needs you may have. The plans will set out what support and care you require from scheme staff as well as from other agencies. They also detail other information such as who should be contacted or informed if you are unwell.

The Care Services Manager will draw up a separate care plan with you to identify your care needs and how these will be met.

Key points about care and support plans are: G

You will be fully involved in the drawing up, monitoring and reviewing of your care and support plans.

G

Your care and support plans will be unique to you.

G

They allow us to provide a service that matches your needs.

Tenants have the right to engage another accredited care provider if they wish.

Tasks not undertaken by staff Staff are not responsible for assisting tenants with the following tasks: G

Personal shopping.

G

Banking and paying bills.

G

Cleaning and ironing.

G

Cutting of finger and toenails.

G

Nursing care.

If tenants require support with these tasks, staff can provide information and assist in accessing this type of support.

Copies of plans and reporting systems will be kept in tenants' flats. Care assistants are required to record their visits, tasks completed and any changes in a tenants condition on the relevant documentation.

Scheme staff will arrange to review your care and support plans with you six weeks after you have moved in to ensure your needs are being met. Reviews will then take place at regular intervals, at least six monthly. Should you or scheme staff feel that your needs have significantly changed before that time, your support plan can be reviewed accordingly. With your consent we will involve family or friends, social workers and other professionals in support and care plan reviews to ensure thorough assessments are undertaken and acted upon accordingly.

6

7

What care services are provided?

How is the service delivered?

Winchester City Council care services offers an extensive range of care services to includes the following:

Each sheltered tenant is an individual. Their needs, wishes and preferences are unique to them and we take this into account when delivering the extra care sheltered housing service.

G

Assistance with personal care and hygiene.

G

Assistance with dressing and undressing.

G

Assistance to get up and go to bed.

G

Medication prompts.

G

Provision of one hot meal a day (with scope to provide further help with meals if necessary).

These services are dependent upon a care needs assessment by Adult Services for which an additional payment may be required subject to a financial assessment.

When you move into extra care sheltered housing, support and care plans will be drawn up with you which detail the type, range and level of any support and care needs you may have. The plans will set out what support and care you require from scheme staff as well as from other agencies. They also detail other information such as who should be contacted or informed if you are unwell.

The Care Services Manager will draw up a separate care plan with you to identify your care needs and how these will be met.

Key points about care and support plans are: G

You will be fully involved in the drawing up, monitoring and reviewing of your care and support plans.

G

Your care and support plans will be unique to you.

G

They allow us to provide a service that matches your needs.

Tenants have the right to engage another accredited care provider if they wish.

Tasks not undertaken by staff Staff are not responsible for assisting tenants with the following tasks: G

Personal shopping.

G

Banking and paying bills.

G

Cleaning and ironing.

G

Cutting of finger and toenails.

G

Nursing care.

If tenants require support with these tasks, staff can provide information and assist in accessing this type of support.

6

Copies of plans and reporting systems will be kept in tenants' flats. Care assistants are required to record their visits, tasks completed and any changes in a tenants condition on the relevant documentation.

Scheme staff will arrange to review your care and support plans with you six weeks after you have moved in to ensure your needs are being met. Reviews will then take place at regular intervals, at least six monthly. Should you or scheme staff feel that your needs have significantly changed before that time, your support plan can be reviewed accordingly. With your consent we will involve family or friends, social workers and other professionals in support and care plan reviews to ensure thorough assessments are undertaken and acted upon accordingly.

7

Contact from staff

What support services are provided?

Tenants will receive a morning visit by the Housing support Co-ordinator and an evening call through the alarm intercom system.

The main types of housing support that staff can provide are: G

General counselling and support to tenants.

Care assistants will call during pre-arranged daytime hours as detailed in the tenants individual care plan. We will try to ensure that care visits take place at regular times.

G

Assisting to maintain the safety and security of a tenants home.

How to summon assistance

G

Assisting with the proper use of appliances and equipment.

G

Arranging adaptations and minor repairs to a tenants home.

G

Monitoring the health and well-being of residents.

G

Providing advice, advocacy and liaison with other professionals.

G

Arranging for assistance with welfare benefits and personal finances/budgeting.

G

Providing support and intervention in neighbour problems.

G

Advising and assisting with the resettlement of tenants.

All flats have an alarm intercom unit and pull-cords fitted throughout. In addition some Tenants will receive a pendant which they can wear around the neck or on the wrist. Should you require assistance you can summon help by pulling an alarm cord or pressing the button on the intercom unit or pendant. There is a member of staff on duty every day between 8am and 10pm to respond to your call. Outside of these hours a carer is available for emergency calls, for example illness or a fall, with a duty manager on call to them for advice or support.

Staff will ensure that there are opportunities for social interaction within sheltered schemes.

Staff have a responsibility to maintain the safety and security of the buildings and communal areas within the scheme. They will carry out regular inspections, ensure that health and safety issues are reported immediately and any repairs are carried out efficiently.

Staff are also responsible for monitoring and testing equipment such as the alarm call system, pendants and pull-cords as well as the fire alarms and lifts to ensure they are in good working order.

8

5

Contact from staff

What support services are provided?

Tenants will receive a morning visit by the Housing support Co-ordinator and an evening call through the alarm intercom system.

The main types of housing support that staff can provide are: G

General counselling and support to tenants.

Care assistants will call during pre-arranged daytime hours as detailed in the tenants individual care plan. We will try to ensure that care visits take place at regular times.

G

Assisting to maintain the safety and security of a tenants home.

How to summon assistance

G

Assisting with the proper use of appliances and equipment.

G

Arranging adaptations and minor repairs to a tenants home.

G

Monitoring the health and well-being of residents.

G

Providing advice, advocacy and liaison with other professionals.

G

Arranging for assistance with welfare benefits and personal finances/budgeting.

G

Providing support and intervention in neighbour problems.

G

Advising and assisting with the resettlement of tenants.

All flats have an alarm intercom unit and pull-cords fitted throughout. In addition some Tenants will receive a pendant which they can wear around the neck or on the wrist. Should you require assistance you can summon help by pulling an alarm cord or pressing the button on the intercom unit or pendant. There is a member of staff on duty every day between 8am and 10pm to respond to your call. Outside of these hours a carer is available for emergency calls, for example illness or a fall, with a duty manager on call to them for advice or support.

Staff will ensure that there are opportunities for social interaction within sheltered schemes.

Staff have a responsibility to maintain the safety and security of the buildings and communal areas within the scheme. They will carry out regular inspections, ensure that health and safety issues are reported immediately and any repairs are carried out efficiently.

Staff are also responsible for monitoring and testing equipment such as the alarm call system, pendants and pull-cords as well as the fire alarms and lifts to ensure they are in good working order.

8

5

The role of extra care sheltered staff Housing and support co-ordinators are employed at extra care sheltered housing schemes. Their role is varied and includes providing the support service that is integral to sheltered housing.

The co-ordinators are trained to provide G

General housing management to include advice on tenancy issues.

G

Housing related support to include welfare visits daily.

G

Individual support, assessed to meet your needs.

How to apply for extra care sheltered housing You can apply for extra care sheltered housing if you are 65 years of age or over.

To be eligible for extra care housing you need to: G

Have been assessed as needing assistance with several personal care needs to maintain your independence.

G

Be approaching or at the point where your care needs can no longer be adequately met within your existing home.

G

Meet the criteria for Joint Housing Register

G

Have a level of mental awareness to enable you to live independently free from risk to yourself and others

Overnight there is a care assistant sleeping within the building to provide assistance in an emergency.

G

Not have regular ongoing night time needs.

Tenants may, if they wish, employ their own carers.

An application for accommodation can be made through the City Council’s Housing Need’s Section.

Housing and support co-ordinators are on duty between 8.30am and 5pm Mon-Fri outside of these hours the scheme is manned by trained Care Staff.

The application process Once your application has been received you will be contacted by the Extra Sheltered Services Manager. An appointment will be made to visit you to carry out an assessment of your housing support and care needs. Assessments will be undertaken in conjunction with other relevant support and care professionals such as Adult Services.

You will be notified in writing of the outcome of your application and if an offer of accommodation is made.

Need more information?

If you would like more information on how to apply for extra care sheltered housing contact the Housing Needs Section on 01962 840 222 or the Extra Sheltered Services Manager on 01962 842 437.

4

9

The role of extra care sheltered staff Housing and support co-ordinators are employed at extra care sheltered housing schemes. Their role is varied and includes providing the support service that is integral to sheltered housing.

The co-ordinators are trained to provide G

General housing management to include advice on tenancy issues.

G

Housing related support to include welfare visits daily.

G

Individual support, assessed to meet your needs.

How to apply for extra care sheltered housing You can apply for extra care sheltered housing if you are 65 years of age or over.

To be eligible for extra care housing you need to: G

Have been assessed as needing assistance with several personal care needs to maintain your independence.

G

Be approaching or at the point where your care needs can no longer be adequately met within your existing home.

G

Meet the criteria for Joint Housing Register

G

Have a level of mental awareness to enable you to live independently free from risk to yourself and others

Overnight there is a care assistant sleeping within the building to provide assistance in an emergency.

G

Not have regular ongoing night time needs.

Tenants may, if they wish, employ their own carers.

An application for accommodation can be made through the City Council’s Housing Need’s Section.

Housing and support co-ordinators are on duty between 8.30am and 5pm Mon-Fri outside of these hours the scheme is manned by trained Care Staff.

The application process Once your application has been received you will be contacted by the Extra Sheltered Services Manager. An appointment will be made to visit you to carry out an assessment of your housing support and care needs. Assessments will be undertaken in conjunction with other relevant support and care professionals such as Adult Services.

You will be notified in writing of the outcome of your application and if an offer of accommodation is made.

Need more information?

If you would like more information on how to apply for extra care sheltered housing contact the Housing Needs Section on 01962 840 222 or the Extra Sheltered Services Manager on 01962 842 437.

4

9

Our pledge to YOU

Victoria House

We are confident that you will at all times receive the highest standard of customer care from scheme staff and other personnel employed to provide the extra care sheltered housing service. If you are unhappy about the conduct of a staff member or the level of service you have received then please contact the Extra Sheltered Services Manager or Housing Services Manager as detailed on page 12, Contact Details. Further information on how to make a complaint can be found in Section 1.4 of the Tenants Handbook.

G

25 flats, all of which are designed for single occupancy.

G

Flats are dispersed over three floors and are all serviced by a lift.

G

Flats on the ground floor have direct access to the communal garden.

G

All flats have their own kitchen and shower room with a w.c. and wash hand basin.

G

All flats have their own gas central heating system regulated by a room thermostat.

G

A communal bathroom on each floor with specialist features such as a Parker bath and an ambu-lift for assisted bathing.

G

Communal lounge where coffee mornings and other activities for residents are held.

G

Guest room facilities for the use of relatives and friends of residents.

G

An attractive enclosed communal garden to the rear of the scheme.

We also take seriously the health and safety of our employees.

Reports of verbal or physical aggression against staff are investigated and depending on the outcome, we will take appropriate action to ensure that the health and safety of employees is safeguarded.

Confidentiality Staff will at all times act professionally and will respect the privacy of tenants. Information about tenants will not be disclosed to another party without first obtaining their consent.

If you wish to report a breach of confidentiality you should contact the Extra Sheltered Services Manager or Housing Services Manager as detailed on page 12, Contact Details. All reports will be taken seriously and appropriate action will be taken.

Information In order to provide you with an efficient and high quality service it is necessary for us to record certain information about you.

The information scheme staff will collect from you includes: G

A service user information form - details include name, address and contact details, details of next of kin/personal contacts, doctor, medical conditions and support service details.

10

3

Our pledge to YOU

Victoria House

We are confident that you will at all times receive the highest standard of customer care from scheme staff and other personnel employed to provide the extra care sheltered housing service. If you are unhappy about the conduct of a staff member or the level of service you have received then please contact the Extra Sheltered Services Manager or Housing Services Manager as detailed on page 12, Contact Details. Further information on how to make a complaint can be found in Section 1.4 of the Tenants Handbook.

G

25 flats, all of which are designed for single occupancy.

G

Flats are dispersed over three floors and are all serviced by a lift.

G

Flats on the ground floor have direct access to the communal garden.

G

All flats have their own kitchen and shower room with a w.c. and wash hand basin.

G

All flats have their own gas central heating system regulated by a room thermostat.

G

A communal bathroom on each floor with specialist features such as a Parker bath and an ambu-lift for assisted bathing.

G

Communal lounge where coffee mornings and other activities for residents are held.

G

Guest room facilities for the use of relatives and friends of residents.

G

An attractive enclosed communal garden to the rear of the scheme.

We also take seriously the health and safety of our employees.

Reports of verbal or physical aggression against staff are investigated and depending on the outcome, we will take appropriate action to ensure that the health and safety of employees is safeguarded.

Confidentiality Staff will at all times act professionally and will respect the privacy of tenants. Information about tenants will not be disclosed to another party without first obtaining their consent.

If you wish to report a breach of confidentiality you should contact the Extra Sheltered Services Manager or Housing Services Manager as detailed on page 12, Contact Details. All reports will be taken seriously and appropriate action will be taken.

Information In order to provide you with an efficient and high quality service it is necessary for us to record certain information about you.

The information scheme staff will collect from you includes: G

10

A service user information form - details include name, address and contact details, details of next of kin/personal contacts, doctor, medical conditions and support service details.

3

Matilda Place G

19 flats, 7 of which are designed for single occupancy only.

G

Flats are dispersed over three floors and are all serviced by a lift.

G

All flats have their own kitchen and shower room with a w.c. and wash hand basin.

G

All flats have their own gas central heating system regulated by a room thermostat.

G

Communal lounge where coffee mornings and other activities for residents are held.

G

Specially adapted communal bathroom with an ambu-lift chair for assisted bathing.

G

Guest room facilities for the use of relatives and friends of tenants.

G

Small communal garden.

G

A support plan - details of your support needs, who is providing you with support and any action to be taken in respect of your support needs.

G

A care plan - details of your care needs.

Scheme staff will also keep note of any significant contact they have with you, for example if they have called your doctor for you or assisted you to make a referral to another agency. The purpose of this is to ensure we have an up to date record of your needs to enable us to provide you with an effective and efficient service.

All information relating to you will be held within your personal file. This file will be stored in a locked filing cabinet. The cabinet remains locked at all times other than when staff require access.

The only people that have access to your file are the staff involved in delivering the extra care sheltered housing service.

We will only share information about you with other agencies such as doctors, hospital staff and adult services with your consent.

Confidentiality binds all staff and only in extreme instances where a service user is at risk of self-harm, abuse or exploitation will staff share personal information with a third party.

We do not assume that you wish information to be shared with other parties such as family and friends and will only share information if we have your consent. This means that if a member of your family or a friend, contacts us to discuss any aspect of your tenancy and we do not have prior approval from you for disclosure, we will not discuss the matter with them.

You are entitled under the Data Protection Act 1998 to access information held about you. Please see Section 1.5 of the Tenants Handbook for further details.

Full information on Winchester City Council's services for older persons can be found in Section 8 of the Tenants Handbook, while services for tenants with a disability can be found in Section 9 of the Handbook.

11

2

Matilda Place G

19 flats, 7 of which are designed for single occupancy only.

G

Flats are dispersed over three floors and are all serviced by a lift.

G

All flats have their own kitchen and shower room with a w.c. and wash hand basin.

G

All flats have their own gas central heating system regulated by a room thermostat.

G

Communal lounge where coffee mornings and other activities for residents are held.

G

Specially adapted communal bathroom with an ambu-lift chair for assisted bathing.

G

Guest room facilities for the use of relatives and friends of tenants.

G

Small communal garden.

G

A support plan - details of your support needs, who is providing you with support and any action to be taken in respect of your support needs.

G

A care plan - details of your care needs.

Scheme staff will also keep note of any significant contact they have with you, for example if they have called your doctor for you or assisted you to make a referral to another agency. The purpose of this is to ensure we have an up to date record of your needs to enable us to provide you with an effective and efficient service.

All information relating to you will be held within your personal file. This file will be stored in a locked filing cabinet. The cabinet remains locked at all times other than when staff require access.

The only people that have access to your file are the staff involved in delivering the extra care sheltered housing service.

We will only share information about you with other agencies such as doctors, hospital staff and adult services with your consent.

Confidentiality binds all staff and only in extreme instances where a service user is at risk of self-harm, abuse or exploitation will staff share personal information with a third party.

We do not assume that you wish information to be shared with other parties such as family and friends and will only share information if we have your consent. This means that if a member of your family or a friend, contacts us to discuss any aspect of your tenancy and we do not have prior approval from you for disclosure, we will not discuss the matter with them.

You are entitled under the Data Protection Act 1998 to access information held about you. Please see Section 1.5 of the Tenants Handbook for further details.

Full information on Winchester City Council's services for older persons can be found in Section 8 of the Tenants Handbook, while services for tenants with a disability can be found in Section 9 of the Handbook.

2

11

Contact Details The Extra Sheltered Services Manager for Matilda Place and Victoria House is: Ms Sarah Turpitt Flat 27 Victoria House Victoria Road Winchester SO23 7BP Tel: 01962 842 437 The contact number for Victoria House is Tel: 01962 867 585

The contact number for Matilda Place is 01962 842 894 The Housing Services Manager is: Mr Steve Tong Winchester City Council City Offices Colebrook Street Winchester SO23 9LJ Tel 01962 848 298 Winchester City Council's Extra Care Sheltered Housing Services are registered with: The Commission for Social Care Inspection Hampshire Area Office Overline House Blechynden Terrace Southampton SO15 1GW Tel 023 8082 1300

Aims and objectives The aims and objectives of extra care sheltered housing are to provide a high quality housing support and care service to frail older people which enables, supports and encourages them to live independently for as long as they both wish to and are able to by: G

Providing a range of housing support and care services tailored to meet individual needs.

G

Providing a person-centred approach to assessment and the delivery of support and care, working in conjunction with partner agencies as appropriate.

G

Providing a service where the dignity and right to privacy of all Tenants is paramount.

G

Providing attractive accommodation in which Tenants feel secure.

G

Ensuring that Tenants are kept informed and have access to information in respect of their rights and choices.

G

Encouraging Tenants, through tenant participation, to have a say in how their sheltered housing service is managed.

What accommodation is available?

Winchester City Council currently has two extra care sheltered housing schemes, Matilda Place and Victoria House. Both schemes are located in central Winchester with shopping, leisure, health and other facilities close by.

12

1

Contact Details The Extra Sheltered Services Manager for Matilda Place and Victoria House is: Ms Sarah Turpitt Flat 27 Victoria House Victoria Road Winchester SO23 7BP Tel: 01962 842 437 The contact number for Victoria House is Tel: 01962 867 585

The contact number for Matilda Place is 01962 842 894 The Housing Services Manager is: Mr Steve Tong Winchester City Council City Offices Colebrook Street Winchester SO23 9LJ Tel 01962 848 298 Winchester City Council's Extra Care Sheltered Housing Services are registered with: The Commission for Social Care Inspection Hampshire Area Office Overline House Blechynden Terrace Southampton SO15 1GW Tel 023 8082 1300

Aims and objectives The aims and objectives of extra care sheltered housing are to provide a high quality housing support and care service to frail older people which enables, supports and encourages them to live independently for as long as they both wish to and are able to by: G

Providing a range of housing support and care services tailored to meet individual needs.

G

Providing a person-centred approach to assessment and the delivery of support and care, working in conjunction with partner agencies as appropriate.

G

Providing a service where the dignity and right to privacy of all Tenants is paramount.

G

Providing attractive accommodation in which Tenants feel secure.

G

Ensuring that Tenants are kept informed and have access to information in respect of their rights and choices.

G

Encouraging Tenants, through tenant participation, to have a say in how their sheltered housing service is managed.

What accommodation is available?

Winchester City Council currently has two extra care sheltered housing schemes, Matilda Place and Victoria House. Both schemes are located in central Winchester with shopping, leisure, health and other facilities close by.

12

1

Extra care sheltered housing is a specialist housing provision designed to offer a safe and secure environment for frail older people. Run in conjunction with Adult Services and Supporting People, these schemes provides a more flexible level of support and care than that of an ordinary sheltered housing scheme whilst retaining all the independence of living in your own home.

24 hour on-site cover is provided at extra care sheltered schemes giving peace of mind that help is on hand for emergencies at any time and to provide a more flexible delivery of service to suit your needs.

Winchester City Council is working in partnership with Hampshire County Council to promote Telecare services to Older People and Vulnerable People throughout the District.

Telecare makes use of the latest technology to provide support to vulnerable people through a combination of telephone equipment and electronic sensors, monitored via a standard phone line by Winchester City Council's Lifeline Control Centre. Customers using the service are provided with a Lifeline unit to work with their existing telephone, together with a pendant alarm and one or more additional sensors according to their needs. Sensors are available to monitor a wide range of situations including falls, flood, extreme heat or cold, bogus callers, door entry, movement, chair occupancy and many other functions. If a sensor is triggered, an alarm call is made to the Control Centre. The operator will then contact the customer and summon the appropriate help. The monitoring cost depends upon the level of support service selected, but starts from approximately ÂŁ2.80 per week.

If you would like further information on the Lifeline and Telecare Services, or would like to arrange for an assessment visit from a member of the team, please telephone 01962 856488 or email lifeline@winchester.gov.uk

Extra care sheltered housing is a specialist housing provision designed to offer a safe and secure environment for frail older people. Run in conjunction with Adult Services and Supporting People, these schemes provides a more flexible level of support and care than that of an ordinary sheltered housing scheme whilst retaining all the independence of living in your own home.

24 hour on-site cover is provided at extra care sheltered schemes giving peace of mind that help is on hand for emergencies at any time and to provide a more flexible delivery of service to suit your needs.

Winchester City Council is working in partnership with Hampshire County Council to promote Telecare services to Older People and Vulnerable People throughout the District.

Telecare makes use of the latest technology to provide support to vulnerable people through a combination of telephone equipment and electronic sensors, monitored via a standard phone line by Winchester City Council's Lifeline Control Centre. Customers using the service are provided with a Lifeline unit to work with their existing telephone, together with a pendant alarm and one or more additional sensors according to their needs. Sensors are available to monitor a wide range of situations including falls, flood, extreme heat or cold, bogus callers, door entry, movement, chair occupancy and many other functions. If a sensor is triggered, an alarm call is made to the Control Centre. The operator will then contact the customer and summon the appropriate help. The monitoring cost depends upon the level of support service selected, but starts from approximately ÂŁ2.80 per week.

If you would like further information on the Lifeline and Telecare Services, or would like to arrange for an assessment visit from a member of the team, please telephone 01962 856488 or email lifeline@winchester.gov.uk

Matilda Place & Victoria House

Winchester City Council, City Offices, Colebrook Street, Winchester, SO23 9LJ.

telephone 01962 840 222

fax 01962 841 365

email housing@winchester.gov.uk website www.winchester.gov.uk Telephone calls may be recorded.

Printed on environmentally friendly paper.

LDS0119-28151 October 2008 Designed and printed by Winchester City Council’s Design, Print Unit

Extra Care Sheltered Housing for Older People

Matilda Place & Victoria House

Winchester City Council, City Offices, Colebrook Street, Winchester, SO23 9LJ.

telephone 01962 840 222

fax 01962 841 365

email housing@winchester.gov.uk website www.winchester.gov.uk Telephone calls may be recorded.

Printed on environmentally friendly paper.

LDS0119-28151 October 2008 Designed and printed by Winchester City Council’s Design, Print Unit

Extra Care Sheltered Housing for Older People