Action Summer 2011 North West

SU NO M WE RT M S H ER T 20 11

Highlighting how healthy eating helps us all

Bolton gets a healthy new diet

Issue, p6

News, p4

How to guard against four common con tricks Impact, p8

Bigger and better V

Donation makes Cheshire grin

olunteers at Victoria Infirmary in Northwich, Cheshire, have raised a grand total of £1,443 through proceeds from the outpatient tea bar.

The money will be spent on facilities for the Physiotherapy Department, including a pedal exerciser and two exercise bikes.

“I’m grateful that we are able to make this donation to the hospital and the local community, and I hope they enjoy the benefits that the new equipment brings,” says Manager Tricia Wallace.

Outpatient Physiotherapy Manager Ruth Heaton adds: “I’d like to thank the members of the hospital’s WRVS group for their continued support and hard work. The new equipment will be invaluable in assisting the rehabilitation of patients.”

Two volunteers were also presented with long-service medals. Judith Griffiths and Kath Wilkinson have worked at the tea bar for 15 years and were given the medals in recognition of their dedication and commitment.

WIGAN

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heck out the refurbished café at Royal Albert Edward Infirmary, Wigan. The whole place looks great, and was finished and opened on target.

Larger and brighter, the café really impresses, with everyone saying how brilliant it looks.

It also now features a much bigger stockroom.

While the volunteers are delighted with the new look, it will nonetheless offer fresh challenges, including running a new retail area. Chair of the Trust Les Higgins was also very

complimentary about the new service and had lunch at our unit.

Young volunteer Sam Heywood, 17, (far right) recently achieved his Bronze Duke of Edinburgh award and will be trying for the V volunteering award.

Good luck Sam!

60 SECOND GUIDE TO ... ✪ WRVS HUBS – FIND OUT WHAT YOU NEED TO KNOW ✪ SEE p11

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CONTENTS 1-4 5 6 8 10 12 13

14 15 16

North West news National news Issue: Healthy living Impact: Dealing with scammers Our work National news Take two volunteers National news A day in the life Get in touch

welcome

“This is what I believe the Big Society is all about”

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s I travel around the region meeting volunteers, hearing talk of the Big Society, I am reminded again and again that WRVS volunteers have been delivering equivalent aims for more than 70 years.

We should all be very proud of our volunteering tradition at WRVS, and use that pride to inspire the next generation of volunteers.

The V Project, set up to help recruit young volunteers, has been a huge success in encouraging young people to get involved with WRVS. We need you longstanding volunteers to not only continue your good work, but to pass on your skills and knowledge to help equip the younger generation. This is what I believe the Big Society is all about.

Having just celebrated National Volunteers Week, I’d like to take this opportunity to thank you for your hard work, and all that you do to help make Britain a great place to grow old.

Sue Collins, Interim Head of Services North West

GET IN TOUCH

your letters Jargonbusting

Too hot to handle?

I am a Local Service Manager and enjoy reading your newsletters and magazines.

However, there are sometimes references to things I don’t completely understand.

It is good that WRVS is constantly changing, but please can we have definitions of new terms. For example, I have recently read about “Hubs”, a concept which I have never understood. Similarly, I have read about “Resilience and Recovery” teams – whose purpose I can only guess at!

Lorraine Hawkins, Ashbourne

I thought I would drop you a line and tell you how good the new printed cup holders are at the WRVS café I work at in the Borders.

Firstly, the cost saving of a holder over a printed cup is amazing. Secondly, there have been no complaints about the cups being too hot to hold.

Lastly, and most importantly, I have gained two new volunteers after they saw the WRVS advert on a cup holder, getting in touch using the information printed on the side.

Can I also say a big thank you for the paper carrier bags, one of which I saw being carried by another customer in IKEA, Edinburgh. We are being seen everywhere!

Keep up the good work. The more we are seen and heard, the better for the organisation.

Elaine Thornton-Nicol, Borders General Hospital

Thank you for reminding us that it can be difficult to get to grips with new terms. We’ve devoted our 60 Second Guide on page 11 to Hubs, helping to clarify the meaning of the term and how it relates to our volunteers. We also have a feature on one of our Resilience and Recovery volunteers on page 15, which we hope will shed some light on this very important service.

Remembering Stella My mother Stella Lightfoot has recently passed away. Stella was a volunteer with WRVS and, despite her dementia, was supported in this role for some time. She thoroughly enjoyed this and it offered her companionship at a time when it was most needed. Because of her interest in WRVS I have asked that any donations go to this cause in memory of her.

It’s not a huge amount, but I would, if possible, like it to be used locally to support projects in the Warrington area.

Patricia Weigh, Cheshire

Want to tell us about your good work?

Write to us (enclosing pictures for news stories): action North West, WRVS Cardiff Gate, Beck Court, Cardiff Gate Business Park, Cardiff CF23 8RP email us: action@wrvs.org.uk

Something as seemingly simple as a cup holder can prove a real boon for WRVS cafés

The WRVS vision is a world where every older person has the opportunity and choice to get more out of life

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Summer 2011

PEOPLE superteam

Royal Albert Edward Infirmary café Meet the volunteers at Royal Albert Edward Infirmary café. The café has just had a refurbishment and the team impressed with the brand new look. The coffee is really good and the choice is now much improved, they tell us. This Superteam is ready for action.

Do you know a superteam?

Get in touch

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local hero

4 Margaret Pierpoint M argaret from Woolton in Liverpool has been a WRVS volunteer for almost 30 years and started working at the Royal Liverpool University Hospital Linda McCartney WRVS tea bar nine years ago.

She currently works one day a week at the tea bar and another day for the hospital trust.

“She’s a cheerful soul and well thought of at the trust,” says Local Service Manager Alma Edwards. “She’s seen a lot of nurses come in as students who are now ward managers and matrons.”

If you know someone special who should be your next Local Hero, then let us know. See page 16, for contact details

SAY SAY

you

say

What encouraged you to volunteer?

“I wanted to do something with my extra time so I started volunteering for Newport Good Neighbours. I enjoy being with people – and I definitely can talk!”

Dorothy Merrett, Newport “I decided to volunteer because I had some time on my hands and wanted to do something useful. I drive older people to a luncheon club and really enjoy it. The people are just so nice.”

Daniel Parsons, Herefordshire “I’ve always worked, and when I retired I didn’t want to sit at home.

I wanted to get out and do something with the rest of my life. I love volunteering in the shop. You get to hear so many lovely stories.

It’s smashing.”

Margaret McLoughlin, Manchester Next issue’s question: What’s your favourite thing about volunteering for WRVS? Send or email your answer, name, photo and details to the address on page 16

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REGIONAL NEWS Bolton makes healthier choices

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Volunteer June Gibbons helps to promote the scheme

t the end of last year it was decided that WRVS would join with the NHS trust team in Bolton to promote healthy eating in our hospital shops.

A great deal of preparation took place, deciding what drink products to remove from sale and what healthier options should replace them.

For instance, normal crisps were replaced with a lighter range.

“As you can imagine, we had a few difficult weeks during the change over,” says Local Service Manager Anne Arthur.

“We had a lot of customers, especially hospital staff, finding it hard to accept the changes, and particularly the loss of popular drinks such as Lucozade and Coke.”

However, people have slowly come round to the idea of healthy eating, with more information going on display around the hospital.

“On 27 March this year we launched our Healthy Eating Day by offering our customers a variety of healthy eating product samples,” explains Anne. “This resulted in a great deal of positive feedback.”

Diet drinks are now the order of the day

Southport and Formby are all heart StartHere to find out more LIVERPOOL

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he WRVS shop at Broadgreen Hospital in Liverpool is one of only five places piloting a new computer system that helps you get the information you need. Called StartHere, the bright orange kiosk holds a basic computer that contains details of all health, social care and welfare provisions in Merseyside.

“It’s been designed to help people who are digitally excluded, either because they don’t have access to the internet, or simply don’t know how to use it,” says StartHere Community Partnerships Manager Jane Gammage. “Our programme is simple to use and contains no jargon or technical terms. We are absolutely delighted to be working with WRVS.” Broadgreen WRVS volunteers have been encouraging customers to try the kiosk out.

“Once people have seen what it can do they are quite surprised,” explains Local Service Manager Jean LeGros. “The governors of the trust had a go and their feedback was very positive.”

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RVS volunteers joined senior members of Southport and Ormskirk Hospital NHS Trust to celebrate a very special gift of £41,000 on Friday 6 May. The money will help the trust fund a new heart scanner.

Chief Executive of Southport and Ormskirk Hospital NHS Trust Jonathan Parry joined volunteers to mark the occasion at a special ceremony.

The significant sum was raised at the WRVS shop at Southport and Formby District General Hospital.

More than a place to simply buy refreshments, the shop’s friendly volunteers are a source

of comfort to those who are visiting loved ones in hospital.

“We are extremely grateful for this very generous contribution

and for the sterling work that WRVS and their volunteers perform at each of our hospitals,” says Jonathan Parry.

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Summer 2011

NATIONAL NEWS nationwide

Campaign creates conversation

Gold Age report is talk of the day I n our last issue we told you about our campaign to highlight the contribution older people make to our communities.

With the publication of our WRVS Gold Age Pensioners report we wanted to spread the message that, contrary to what some may believe, the contribution made by those over the age of 65 significantly exceeds the cost of supporting them.

Press interest The campaign has already attracted a lot of interest, with 27 related stories run in newspapers or online in the first few weeks of March alone. National dailies such as The Guardian and The Daily Telegraph ran stories, as did the local press.

The report also became a topic for discussion on the airwaves, with BBC Radio Derby devoting time on their morning show on 2 March to talk about the

economic value of our older people. Even message board websites, such as Twitter, were full of comment (in fact there were 248 campaign mentions in just one day on Twitter).

What the papers say n “Older people are an asset not a drain” – The Guardian n “Over-65s made a net contribution of £40 billion to the UK economy in 2010, even allowing for the costs of pensions, welfare and health services” – Daily Mail n “An interesting antidote to some of the recent pieces complaining about the burden these baby boomers are going to place on society.” – Management Today Online

Power list As our campaign continues, we’re looking forward to publishing our Power List of the 66 most influential and successful people aged over 66. The list will recognise individuals, both in and out of the public eye, for the extraordinary contributions they make. Nominations have been coming in thick and fast and we’ve really enjoyed reading about the positive difference older people are making.

A panel of experts will judge all the nominations, and from that we will create our final list of the 66 most influential people over the age of 66. This will then be published with much fanfare.

The WRVS Resilience and Recovery team helped police at a demonstration of 3,000 followers of the English Defence League in Luton … Stockton-on-Tees Social Centre is a brand new WRVS service catering for local people over 50 years of age … Check out the new refurbished café at Royal Albert Edward Infirmary in Wigan … The Shetland Resilience and Recovery team took part in an exercise at Sumburgh Airport, where they fed 100 people … The Cornhill Centre in Banbury has a new chef.

Russ Hope has over 24 years of catering experience ... Stella Bone and Stephen and Mary Raumann, longserving Dorset Home Library service volunteers, have been presented with medals to recognise their work … Our volunteers and staff were on hand to help during a bomb scare in Cardiff … Seven volunteers were presented with long-service medals at a West Midlands roadshow earlier this year … On 9 February, Leedsbased WRVS volunteer Madge Satterthwaite turned 100-years-old … Leicester sheltered housing complex John Woolman House has bought new furniture for the reception area using funds that were raised in the complex shop

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Issue: Healthy living Preventing malnutrition amongst our older people will help all of us in the long run

Food for thought M

eals on Wheels is perhaps the best known service that WRVS offers. It “does what it says on the tin”. However, the issue of eating healthily is one that we at WRVS can’t tackle alone, regardless of how many hot dinners we might cook up.

According to figures released in a recent report, £13.6 billion is spent each year on treating malnutrition in the UK. And this figure is rising. Research shows that those most at risk are the older people in our communities, many of whom are socially isolated and on restricted budgets.

It probably comes as no surprise to learn that malnourished patients tend to stay longer in hospital, are more likely to develop complications and have higher mortality rates. This is one of the reasons why the Department of Health has included nutrition levels in its monitoring of how local authority social care departments impact on their service users.

The effects of malnutrition are not just restricted to those directly affected by it.

It has a big impact on carers and family. Living in a country where food is plentiful, you have to question why we are having to talk about older people suffering from malnutrition?

Malnutrition can be made worse by other conditions. Older people on lower incomes can’t always afford good quality meals.

Physical problems with chewing and swallowing can have a negative impact, as can conditions such as arthritis (which can make it difficult for an older person to feed themselves). Those with dementia might forget to eat; or the older person might just simply not know enough about good nutrition to be able to prepare themselves a decent meal.

Summer 2011

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Summer 2011

Know what to look for • Medication – make sure you know what drugs are being taken, as some can impact upon appetite and digestion • Mealtimes – find out what food is prepared at mealtimes and who does the food shopping • Physical signs – wounds that don’t heal, bruising and weight loss are all signs of potential malnutrition.

3 steps to help make a healthy diet 1 If someone is on a restricted diet, you can use herbs and spices to make their meals a little more appetising

2 consider between-meal snacks, such as fruit, a piece of cheese, or even a little peanut butter

3 coincide a visit with a mealtime.

Perhaps you could cook a healthy and delicious meal.

So what practical steps can we take to improve nutritional care in the community? Through our Befriending and Good Neighbour services, WRVS has put in place volunteers who can help older people struggling with their diet.

All of us who interact with older people should look out for signs of malnutrition and dehydration, because it is a preventable problem. WRVS is continuing to campaign to ensure that the UK’s policymakers take this topic seriously.

Mealtimes are a social activity “Older people on low Eating is a social occasion for most of us, but it can be embarrassing for those who have incomes can’t always difficulty eating. Mealtimes aren’t just about afford good quality meals” the food, they’re also about sharing pleasure with others. This is something we recognise.

Our Befriending and support services not Angela Geer, Executive Director for only provide assistance at mealtimes, but also Older People’s Services at WRVS, believes help those older people who might struggle volunteers have their part to play, but so with shopping for food, or meal preparation. do community healthcare professionals

and that means working smarter.

“It’s about GPs, nurses, occupational therapists, speech and language therapists, chiropodists, dentists, dieticians,” she says. “All of these people at some point in their career will identify signs and symptoms of malnutrition. If we were more joined up, with a better link between the community and hospitals, we’d go some way to combating malnutrition.”

With the population of older people projected to grow to 16.4 million in the next 25 years, that’s an awful lot of potentially malnourished older people that society will have to deal with, unless we all collectively take responsibility for tackling the problem now.

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Summer 2011

IMPACT: Scammers It’s a sad truth that there are people out there who would like to con us out of our hard-earned cash.

Here’s our guide on how to avoid getting scammed

Don’t get fooled F

rom time to time we hear about one of our volunteers popping in to pay a visit to an older person and spotting something that isn’t quite right.

It might be there is a half-completed form lying on the kitchen table, which says it’s an offer to send a cash prize in return for personal financial details.

Or perhaps it’s a tale about someone coming to the door with a collection box, but no ID. Or maybe it’s an email sent out of the blue, offering up a share in a large amount of cash in order to “get it out of the country”.

Such stories are always distressing to hear, because they represent attempts to swindle people out of their money.

Scamming isn’t new, but in recent years it has grown increasingly sophisticated as conmen use technological means to get hold of personal information about their target, that will help make their approach seem more plausible.

The old saying “if it seems too good to be true, then it probably is”, definitely applies, but even the most cautious of us can be susceptible to a clever scam.

For the older person, who perhaps already feels a little vulnerable, the threat is even more acute.

Of course, what we don’t want to do is needlessly frighten people, but as another old saying suggests, “forewarned is forearmed”. So, we’ve put together a list of four very common scams that we think our readers should look out for.

Miracle cures The scam: These scams play on our insecurities about our health, and so are particularly targeted to older people.

The scam works by trying to sell you medicine that supposedly has extraordinary healing benefits, such as an effective treatment for arthritis, diabetes or cancer. Often such claims are supported by testimonials from supposedly satisfied customers or medical professionals.

Remember: You should always talk to your GP before you buy any medicine or weight loss product by mail order or over the internet.

lot of money in return for helping someone transfer cash out of a country.

Or perhaps out of the blue, you are offered the chance to invest in shares or high-value items.

Remember: The aim of these scams is to get you to hand over your bank details, so that they can steal money from you. The main thing to remember is to never give out bank details to people you don’t know.

Unexpected prize wins The scam: You are contacted to say that you have a won a prize in a sweepstake, prize draw or overseas lottery. The communication advises you that to Something for nothing collect your prize you first need to pay The scam: You receive an email, telephone a processing or administration fee. call or letter in which you are promised a Alternatively you might be asked to call

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Summer 2011

How to spot an honest prize draw 1 prize draws must be free to enter.

A charity may invite a donation but it should always be optional. If a prize draw ever says you have to send a payment to claim your prize throw it away

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here are many prize opportunities that are completely legitimate, such as those that WRVS runs to help us raise funds. Thousands of our supporters enjoy taking part in these and we give away hundreds of prizes each year, whilst raising over £1.5 million to help older people.

Here are three tips to help you spot less reputable competitions.

2 a legitimate draw will never tell you

“you have won” – it will always say that “you can win”. If you really have won a draw you’ll get a business-like letter not a sales letter

3 any genuine organisation will

be happy to be contacted by customers or supporters. If there’s no address or phone number you should be suspicious.

Take away the technology and the modern computer fraudster is effectively the same conman who has been asking “Which cup is the ball under?” since Roman times

a premium-rate phone number (that’s a telephone number that begins with ‘090’).

If you do make that call you will hear a message designed to trick you into staying

Psychic letters The scam: This is particularly unpleasant.

It usually starts with a letter being sent to you, in which claims are made that something awful is about to happen to you, unless you make a payment to the scammer. There is a variation on this “Scamming isn’t new, but theme in which the reader is advised that in recent years it has grown something wonderful will happen to increasingly sophisticated” them, but to find out exactly what, they must send money.

Remember: No one can predict the future. on the phone for as long as possible, and in Throw the letter away immediately. the process amass a large phone bill for the call.

To report fraudulent activity you can call Remember: If you are contacted about The National Fraud Authority a lottery or competition that you haven’t on 0300 123 2040, or go online at entered, then it’s extremely likely that www.actionfraud.org.uk/report_fraud someone is trying to con you.

Source for scam information: Directgov

3 ways to scupper the scammers n if someone comes to your door who you don’t know, always insist that they show you ID n think very carefully before handing over your personal details, particularly bank information n make sure you shred or properly dispose of any unwanted bills or other pieces of correspondence that include your personal details.

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Summer 2011

our work

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comment

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Proud of all we have achieved A

s you may know, I’m moving on from WRVS, and although I’m sad at leaving such a great organisation, I am also very excited about the next stage of my working life.

I will be helping set up a new organisation called Civil Exchange that will seek to connect up government, the corporate sector and the voluntary sector to support the development of a strong civil society.

I’m also going to be doing a number of other things in ‘The Big Society’, including getting more active in a campaign local to where I live.

“I’m just so pleased WRVS is now strong again”

The next stage I feel very proud of what we’ve all achieved together but it’s time for me to seek out new challenges and time for WRVS to get on with the second stage of its transformation – making it possible for older people to get more out of life by providing practical services powered by volunteers.

Once again, thank you for all your hard work and dedication.

In great shape I shall miss WRVS but it is in great shape: stable, sustainable and with an ambitious five-year plan.

To reassure those who are worried about what my departure may mean, I can only say it’s a sign that we’re in a good place.

Stage one of the transformation has been completed, we know where we are going and we have built the capacity to get there.

behind the scenes

46% of our customers say they feel healthier thanks to our services

SUCCESS

Victory for V

Nafeesa Ramzan, a former young volunteer of the year

Our hugely successful V Project has recently finished.

The initiative, which started in 2008, was designed to encourage young people to volunteer. As it drew to a close at the end of March the project team were able to celebrate hitting their target of recruiting 1,770 volunteers.

“Volunteering for WRVS is a great way for young people to develop life skills,” says our Volunteering Support Manager Richard Clarke, “and it’s an excellent way for students to set themselves apart from other candidates.”

Implementing the vision The next step is to implement the vision – and that is going to take another four or five years of hard work.

It hasn’t always been easy; some tough decisions have had to be made that have affected what WRVS does and how we do it. We have lost some good friends but we’ve also brought in some fantastic new people. I’m just so pleased WRVS is now strong again.

Lynne Berry, Chief Executive WRVS

PARTNERSHIP

NHS Direct and WRVS join forces We have recently formed a partnership with NHS Direct and will be displaying their leaflets at WRVS shops and cafés. We will also be displaying leaflets on signs of dementia.

If you volunteer at a hospital, look out for them coming and please display them in a prominent position as they can offer practical advice for everyone as well as older people.

You can call NHS Direct 24 hours a day for medical advice on 0845 46457.

PROJECT

Get involved

The WRVS Shaping Our Age project has finished its first phase, and is looking for five local services to help the development of all WRVS services.

The project is working with older people to find out what wellbeing means to them and how they can be involved in improving it. What better way to do this than by basing the research in five WRVS services?

Participating services will have a local sessional worker to support them, along with a researcher, linking with older people who are either volunteers or receive our services.

If you are interested in getting involved please first discuss this with your Service Delivery Manager and then contact Vicki James at vicki.james@wrvs.org. uk or on 07714 898662.

DONATION

Banks thanks

WRVS has been adopted as one of six charities to receive support from Barclays Bank Global Sourcing Department as part of their new community programme. As well as fundraising activities, the department is offering employees the chance to spend two days each year volunteering.

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SPECIAL REPORT: Dementia Awareness Week

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second guide to...

WRVS Hubs What are Hubs?

Hubs are a way to join up WRVS services in a geographical area. The first four Hubs are already up and running – we called these our Demonstrator sites – and we are putting what we learned from these sites into practice as we link up all our services in Hubs.

Think differently about dementia Awareness week seeks to highlight condition that affects 750,000 in the UK

3 symptoms of dementia

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1

his year’s Dementia Awareness Week takes place on 3-9 July. The annual campaign encourages people to think about those they know who are living with dementia and consider some simple things they can do to make their life more manageable and enjoyable.

Dementia Awareness Week is supported by WRVS and

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

If someone you know exhibits any of the following, you should encourage them to seek professional help: struggling to remember recent events, although they can easily recall things that happened in the past finding it hard to follow conversations or programmes on TV repeating themselves or losing the thread of a conversation.

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organised by the Alzheimer’s Society. WRVS is also a partner member of the Dementia Action Alliance, which is made up of over 41 organisations committed to transforming the quality of life of people living with dementia in the UK, as well as the millions of people who care for them.

There are currently around 750,000 people with dementia in the UK and this number is set to grow to over one million people by 2025.

As part of the 2011 Dementia Awareness Week, three people who are living with the condition will share their stories as a way of encouraging members of the public to think differently about how they approach dementia.

To find out more visit www.alzheimers.org.uk or www.alzscot.org

Why are we joining up our services?

WRVS has ambitious plans to grow so we can help more older people.

We’ll talk to the people we support to find out what practical help they need to live life the way they choose. Joining up services makes it easier to provide the tailored support required to meet each individual’s needs.

What services will we offer?

90% of the people we support say we make their lives better. So we will continue to offer the practical services we already provide in hospitals, in homes and in the community.

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NATIONAL NEWS

From the archive Our volunteers take a book trolley round the ward at Princess Margaret Rose Orthopaedic Hospital, Edinburgh, in 1971. The first purely orthopaedic hospital to be opened in Scotland, it was originally called Edinburgh Hospital for Crippled Children and was opened in June 1932

My Affairs in Order

eally very has it all!

life planning compiled A useful guide to end of WRVS volunteers. from the experiences of

of their life, an make a does come.

h of anning the final experiences of worth a read.

ss Park, Cardiff, CF23 al rate)

Summer 2011

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PUBLICATION

My Affairs in Order “When my husband’s mother died there was so much to do, but we had no idea where to start. We knew the information would be somewhere but we

didn’t know where we were meant to go for it.” These are the words of Lily Carling, Emergency Service volunteer from Scarborough in Yorkshire.

She is one of the contributors to our new 16-page booklet, My Affairs in Order. “When I was asked to contribute towards this booklet I was delighted to help,” she says. “I hoped that the lessons that we had to learn the hard way, others wouldn’t have to.”

It’s never too early to think about the future and it’s amazing what a little thought now can do to save heartache and confusion for our loved ones in the future.

You can get your copies of My Affairs in Order by contacting the Supporter Care Team on 0845 607 6524 or ask your Local Service Manager to order one online at thinkwrvs.org.uk

MEMOIRS

War veteran pays tribute to WRVS A recently published Second World War memoir pays tribute to WRVS. Fighting Through: From Dunkirk to Hamburg – A Green Howards Wartime by Bill Cheall recalls the kindness and support given to British troops during the war years.

“The ladies of the Salvation Army and the Women’s Voluntary Service (as WRVS was called back then) were the backbone of a group of people who were always there if help or a cup of tea were needed; they were great,” writes Bill. “Without all these people being mindful of the other’s needs, the war wouldn’t have reached its successful conclusion.”

Find out more about the book at www.grimdetermination.co.uk

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TAKE TWO VOLUNTEERS

“I get real satisfaction in seeing things happen based on that initial conversation” Teresa Ambrose is an outcome co-ordinator in Pembrokeshire.

Irene Jones is a befriender from near Stoke-on-Trent. Irene is often introduced to an older person on the recommendation of an outcome co-ordinator

What’s your story?

Call us on 029 2073 9066

Teresa Ambrose

Irene Jones

How does the outcome co-ordinator role work?

I am given contact information for people in my area who are looking to talk with WRVS. Most of these are referrals to WRVS by social services or other agencies.

I arrange a meeting, during which I listen to find out what it is the older person is looking for to help make their life a little better. Once we’ve had our conversation I feed back to the team, so that we can match them up with a volunteer.

How does the befriender role work?

Our outcome co-ordinator goes out to meet those people referred to WRVS. From speaking with them, the co-ordinator can find out exactly what it is that person is looking for. Often, they are lonely or housebound and are looking for someone they can have a regular chat with. That’s where the befriending service kicks in.

What sort of things do you find that people want?

A lot of the people I talk to are looking for company. One lady, a retired schoolteacher, was very specific. She said she was seeking “good conversation”, someone she could talk to on a regular basis about current affairs and other matters.

What do you think of the outcome co-ordinator role?

It’s great. I get real satisfaction in seeing things happen based on that initial conversation. I didn’t realise that there was something so worthwhile for me to do with my time after I retired.

What sort of thing do you find that people want to talk about?

All sorts of things. Once I’ve got to know the particular person a bit better I often talk to them about their working life.

That brings back memories, which I jot down and can refer to the next time we talk.

Over time you establish a rapport – I get to know them and they get to know me.

I do my befriending over the telephone and probably make about 20 to 25 telephone calls in one day.

What do you think of the outcome co-ordinator role?

I think it makes a lot of sense and is working. I find the whole process to be very rewarding.

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Summer 2011

NATIONAL NEWS

Take a look at our new website A site for your eyes only The new website features a section that is just for volunteers.

It’s a great way to keep up-to-date with WRVS and allows you to: n update the contact details we hold for you (previously you would have to phone or write to the Cardiff office) n download forms, such as expenses forms, and guides to help you in your volunteering. You can save these as a ‘favourite’ so that you can always find them again n join a discussion board with other volunteers n let us know about any fundraising events you are arranging in your area n make contact with other volunteers via your own message inbox n share your stories with us so they can appear in future editions of action or our other internal publications.

WEBSITE

The WRVS website has been redesigned with our older people in mind.

If you haven’t taken a peek at the site recently then take a look now. It’s much easier to use by the many different audiences it attracts, such as volunteers, fundraisers, supporters, opinion formers and potential partners.

The old website was geared towards providing volunteering information, but now the focus has shifted to highlighting older people and their needs, while positioning WRVS as an

older people’s charity offering practical help. For instance there is a postcode search facility to let you see what WRVS services are available in your own area, or in different parts of the country, as well as details on how to make contact with those services directly.

Any new volunteers signing up via the website will automatically be registered with the site, and will be able to track their application process.

More changes are coming so watch this space and keep visiting wrvs.org.uk

To access this new volunteer password-protected area of the website, you will need to register with us. Go to the website and click on ‘Sign up now’ in the top right hand side of wrvs.org.uk You’ll need your volunteer number (this begins with ‘LM’.) and you’ll find this on the sheet enclosed with your copy of action.

FUNDRAISING

A mountain of donations Over the weekend of 6 and 7 May, an intrepid team of 10 fundraisers were climbing against the clock for WRVS as they attempted to scale three Welsh mountains within 24 hours. They started with Snowdon, the highest peak in Wales, then on to Cadair Idris in mid Wales, before finally reaching Pen Y Fan in the south for a midnight hike to the summit. The Welsh Three Peaks Challenge raised over £5,000 for WRVS.

Farewell to friends Remembering those the WRVS family has sadly recently lost.

Iris Harding, WRVS Brighton and Hove; Glyn Thatcher, WRVS County Durham; Mary V Harriman, WRVS Lincolnshire; Nancie Frost, WRVS Northampton.

action 15

Summer 2011

“Cooking shepherd’s pie for 200 people is very different to preparing one for your family”

A DAY IN THE LIFE Kay Wingate has over 30 years experience with WRVS

Kay Wingate is a team leader for the Lincolnshire Resilience and Recovery team

I

t’s very hard to describe a typical ‘day in the life’ for me. I am usually waiting for a call to come, and you never know when an emergency might happen that you will be asked to attend.

A lot of our work is related to bad weather. During the winter we were called out to look after an elderly couple. One of them needed to take some treatment to help them with their epilepsy and the other required medication for their diabetes. They had been told that they had to accompany their pills with some food. So we visited them armed with flasks of hot soup.

The call-out was quite late at night, so there weren’t a lot of shops open, but we were able to buy them some sandwiches and pork pies so they would have something to eat the next day.

There can be a lot of cooking involved in what we do. We’re soon going to be taking part in a mock evacuation exercise that’s been organised to make sure everyone knows what needs to happen in the event of a flood. For that I am going to be preparing hot food to serve up to the ‘evacuees’. Cooking a shepherd’s pie for 200 people is very different to preparing one for your family.

Why I volunteer I started out volunteering for WRVS by working for Meals on Wheels, over three decades ago now. I did that for something like 26 years before being asked if I would be interested in joining the Resilience and Recovery team.

I have been part of that team for a few years now, and really enjoy it – that’s why I keep on doing it!

It’s very rewarding, because you feel as if you’re making a difference and you’re putting something back into the community.

Our role is all about helping people in difficult situations.

But beyond being there when the emergency is taking place, I hope our support helps the people we work with realise that whatever comes their way, we are there to help them.

I have had my own experiences of emergency

situations in the past. My mother and grandmother’s houses used to get flooded, so I know that someone offering up support and kindness (and hot food) can make it a little bit easier when you have to pick up the pieces and try and get things back to normal.

CONTACTS NORTH EAST

HEAD OF SERVICES Linda Jennings linda.jennings@wrvs.org.uk 07714 898604

HEAD OF SERVICES Chris Graham chris.graham@wrvs.org.uk 07714 898667

SERVICE DELIVERY MANAGERS Jenifer Ainsworth Derbyshire, Milton Keynes, Northamptonshire jenifer.ainsworth@wrvs.org.uk 07919 991544

SERVICE DELIVERY MANAGERS Derek Hails Darlington, Gateshead, Tees Valley, Middlesbrough, Durham derek.hails@wrvs.org.uk 07714 898525

Joanne Edwards Leicestershire, Nottinghamshire joanne.edwards@wrvs.org.uk 07714 898546

Carol Nevison Newcastle, North & South Tyneside, Sunderland, Northumberland carol.nevison@wrvs.org.uk 07736 184341

Anne Ledbetter Buckinghamshire,Lincolnshire anne.ledbetter@wrvs.org.uk 07714 898534

EAST OF ENGLAND HEAD OF SERVICES Debbi Fair debbi.fair@wrvs.org.uk 07714 898676 SERVICE DELIVERY MANAGERS Esther Gillespie Essex, Hertfordshire esther.gillespie@wrvs.org.uk 07786 635179 Elissa Rampling Norfolk,Suffolk elissa.rampling@wrvs.org.uk 07714 898530 Nikki Soyza Cambridgeshire and Bedfordshire nikki.soyza@wrvs.org.uk 07714 898615

LONDON interim HEAD OF SERVICES Debbi Fair debbi.fair@wrvs.org.uk 07714 898676 SERVICE DELIVERY MANAGER André Knirsch London andre.knirsch@wrvs.org.uk 07714 898562

NORTH WEST

irena.wasylowski@wrvs.org.uk 07714 898549

SOUTH WEST HEAD OF SERVICES Steven Hargreaves steven.hargreaves@wrvs.org.uk 07714 898563 SERVICE DELIVERY MANAGERS Amanda Whitlock Cornwall, Devon, Dorset amanda.whitlock@wrvs.org.uk 07714 898658 John Clifford Bristol, Gloucestershire, Somerset, Wiltshire john.clifford@wrvs.org.uk 07545 925757

WEST MIDLANDS

INTERIM HEAD OF SERVICES Sue Collins HEAD OF SERVICES sue.collins@wrvs.org.uk Sam Ward 07714 898599 sam.ward@wrvs.org.uk 07714 898602 SERVICE DELIVERY MANAGERS SERVICE DELIVERY Mark Davidson MANAGERS Cumbria, Lancashire, Liverpool Ruth Nice mark.davidson@wrvs.org.uk Warwickshire, Worcestershire, 07714 898613 Herefordshire ruth.nice@wrvs.org.uk Suzanne Kaye 07714 898572 Manchester, Wirral, Cheshire suzanne.kaye@wrvs.org.uk Sharon Sinclair 07714 898522 Shropshire and Black Country sharon.sinclair@wrvs.org.uk SOUTH EAST 07714 898611 interim HEAD OF SERVICES Linda Jennings linda.jennings@wrvs.org.uk 07714 898604 SERVICE DELIVERY MANAGERS Heather James Kent, Medway, East Sussex, Brighton heather.james@wrvs.org.uk 07714 898688 Margaret Lawson Berkshire, Oxfordshire, Surrey margaret.lawson@wrvs.org.uk 07714 898551 Irena Wasylowsky West Sussex, Hampshire, Isle of Wight

A call to

Lynn Hensman Area Manager Birmingham and Staffordshire lynn.hensman@wrvs.org.uk 01782 213489 or 0778 6635164

YORKSHIRE & HUMBER HEAD OF SERVICES Sue Collins sue.collins@wrvs.org.uk 07714 898599 SERVICE DELIVERY MANAGERS Ray Koralewski Bradford, York, East Riding, Lincolnshire, City of Hull, Barnsley, Doncaster ray.koralewski@wrvs.org.uk 07714 898710

Paul Taylor Sheffield, Rotherham, Wakefield, Leeds, Kirklees, North Yorkshire, Calderdale paul.taylor@wrvs.org.uk 07714 898589

SCOTLAND HEAD OF SERVICES Margaret Paterson margaret.paterson@wrvs.org.uk 07714 898679 SERVICE DELIVERY MANAGERS Elaine Goldie Argyll & Bute, Highlands and Western Isles elaine.goldie@wrvs.org.uk 07714 898527 Alison Love Greater Glasgow and Lanarkshire alison.love@wrvs.org.uk 07714 898596 Grahame Rose Lothian, Fife, Forth Valley, Orkney grahame.rose@wrvs.org.uk 07714 898597 Jean Trench Borders region, Arran, Dumfries & Galloway, Ayrshire jean.trench@wrvs.org.uk 07718 982790 Josephine Mill Grampian, Tayside, Shetland josephine.mill@wrvs.org.uk 07834 482361

WALES HEAD OF SERVICES Sally Rivers sally.rivers@wrvs.org.uk 07714 898571 SERVICE DELIVERY MANAGERS Trish Hughes South West Wales trish.hughes@wrvs.org.uk 07590 776027 Wendy Marshall South East Wales wendy.marshall@wrvs.org.uk 07714 898670 Tracey Woodbine North Wales tracey.woodbine@wrvs.org.uk 07714 898541

We want to make sure that every issue is packed full of stories from your region.

You can help by sending us: Stories Photos What’s happening with WRVS where you live?

Views

on action or anything else that’s on your mind

We’d love to see your WRVS-related photos – if emailing them, the larger the image the more likely we’ll use it

So please get in touch by emailing action@wrvs.org.uk, calling Alyson Ayland on 029 2073 9066 or speaking to your local WRVS contact

action is produced by WRVS internal communications Editor Alyson Ayland action@wrvs.org.uk Tel: 029 2073 9066 WRVS vision A world where every older person has the opportunity and choice to get more out of life.

WRVS purpose To deliver practical support through the power of volunteering so older people can get more out of life. wrvs Beck Court, Cardiff Gate Business Park, Cardiff CF23 8RP Tel: 029 2073 9000 wrvs.org.uk Registered charity number 1015988 and SC038924 Join us, support us To find out about volunteering opportunities with WRVS call 0845 601 4670 To make a donation to support our work call 0845 607 6524 WRVS benevolent trust For volunteers in sudden financial need. 14 Wykeham Road, Guildford, Surrey GU1 2SE publisher Published on behalf of WRVS by Think, The Pall Mall Deposit, 124-128 Barlby Road, London W10 6BL www.thinkpublishing.co.uk Publishing editor: Jack Kibble-White Regional editor: Andrew Cattanach Sub-editor: Andrew Littlefield Art director: Alistair McGown Publisher: John Innes Managing Director: Polly Arnold PAGE ADVERTISING Craig Burke 029 2073 9014 INSERT ADVERTISING Tom Fountain 020 8962 1258 or email tom.fountain@thinkpublishing.co.uk © 2011 WRVS. All rights reserved.

Every reasonable endeavour has been made to find and contact the copyright owners of the images and works included in this newspaper.

However, if you believe a copyright work has been included without your permission, please contact us at action@wrvs.org.uk WRVS action is printed on FSC paper coming from a well-managed forest.

The publishers cannot be held responsible for loss or damage to unsolicited manuscripts or photographs. Views of contributors and advertisers do not necessarily reflect the policy of WRVS nor those of the publishers.

Please pass on this magazine or recycle when finished.

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