Your local spotlight on Health & Social Care services in Blackburn with Darwen
Health & Social Care Signposting Directory n e t e
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Ribble Homecare "Your in Good Hands"
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www.ribblehomecare.co.uk Email: info@ribblehomecare.co.uk
CONTENTS Healthwatch Blackburn with Darwen
1
Get Involved
2
Understanding NHS Services
3-6
Your Questions Answered
7-8
GPs & GP Surgeries in Blackburn
9
Pharmacies in Blackburn
10
Dentists & Opticians in Blackburn
11 - 12
Your Right to Social Care & Support
13 - 14
What is Social Care?
15 - 16
Support for Carers
17
Safety Advice to Help Independent Living
19
Living with a Disability
20
Recognising Mental Health & Support
21 - 22
Creating Dementia Friendly Communities
23 - 24
Planning For Your Future Care Needs
25 - 26
Choosing the Right Care Home Agency in Blackburn
27
Choosing the Right Care Home in Blackburn
28
Residential, Nursing Homes & Domiciliary Agencies in Blackburn
29
Expressing Complaints & Concerns
31 - 32
Disclaimer This Directory has been compiled to signpost primary health and social care providers throughout Blackburn with Darwen. Whilst we have taken every care in compiling this publication, the publishers and promoters cannot accept responsibility for any inaccuracies. All listings are supplied via the Care Quality Commission (CQC) and NHS Choices. Neither Healthwatch Blackburn with Darwen nor Healthcare Publications can be held responsible for any errors or omissions. All signposting services are up to date as of April 2016. This Directory contains advertising from businesses who are offered the opportunity to reach potential customers through inclusion. However, any information provided by a company or organisation does not carry endorsement or approval of any product or service by Healthwatch Blackburn with Darwen or Healthcare Publications.
Healthcare Publications Signposting Health & Social Care in Partnership with your Local Healthwatch
Another quality publication by Healthcare Publications If you require extra copies of this directory or are interested in advertising in future editions please email Healthcare Publications on admin@healthcarepublications.org or visit www.hcpublications.org
ABOUT HEALTHWATCH What powers do we have?
About Healthwatch Blackburn with Darwen
We have legal powers to look into specific areas of concern and make recommendations on how services could be improved.
Healthwatch BwD is your independent health and social care champion in Blackburn with Darwen. We gather and represent public views of what works well and what needs to be changed to help improve services.
• We have the power to request information from service providers and commissioners. • We have the right to go into health and social care premises to see and hear how services are delivered. We speak directly to people using the service, their carers and relatives.
We give all members of the community a powerful voice. We make sure that your views and experiences are listened to by those who run, plan and regulate health and social care services.
• We report findings to the Care Quality Commission, Local Authority and NHS Commissioners and quality assurers, Healthwatch England, and other relevant partners. • We have a seat on the Health and Wellbeing Board, the Adult Safeguarding Board, and other strategic Boards to ensure residents voices are listened to.
Everything we say and do is informed by our connections to local people and our expertise is grounded in their experience.
How can you join us? Become a member
• We cover all health services and adult social care services.
Contact us through our contact details or website to see how you can become a member and have a say on our work priorities.
• We work for children, young people and adults.
Have your voice heard
• We work for everyone, not just those who shout the loudest.
Contact us and share your experience of local health and social care services where it’s good, bad, or an idea for change. All information will be anonymised and key issues reported to the relevant organisation.
• We are independent and act on behalf of all residents.
What do we do? We are here to make health and social care better for local residents. We believe that the best way to do this is by designing local services around their needs and experiences. We work with local people to ensure services are meeting their need.
Find out what we are doing
Sign up to our free newsletter and receive updates of where we are and what we’ve been up to.
Become a volunteer
See page 2 of how you can help improve local services and gain new skills.
• We listen to the views and experiences of the public around health and social care services, helping to build a picture of where services are doing well and where they can be improved.
Talk to us Have your say about the services in your area. We want to know good practices, bad practices, and ideas for improvement.
• We report your anonymised voices to service commissioners and providers. • We challenge services to help improve your experience.
Please tell us: • Are you happy with the health and social care services you’re receiving?
• We give you information to make sure you know how to find and access services.
• Have you been unable to access services? • Do you know what services are available and how to choose the right one? • What would you improve about local services?
1
GET INVOLVED
• Actual out of pocket expenses reimbursed • Access to accredited and in-house training and much more
Get Involved You can volunteer and help us to improve local services together.
Volunteer Roles
• Are you passionate about health and social care?
Below are some of our volunteering roles:
• Do you want to make a positive difference within your local community?
• Join the Board and help develop Healthwatch as an independent organisation. Focusing on strategic planning, developing working protocols and policies, and managing the strategic direction of Healthwatch BwD.
• Do you want to gain new skills and experiences? Healthwatch BwD is for everyone. We want our organisation to include and be representative of our community. We aim to be approachable, practical and dynamic.
• Join the Enter & View Team and go into health and social care services (e.g. Hospital wards, care homes, etc.) to view the service from a patient’s perspective, observing the environment and speaking with staff and patients/residents to listen to their experience and help improve the services in the Borough.
Who can Volunteer? You must either live in Blackburn with Darwen or use health and social care services in the Borough. You must also be at least 16 years old. We believe everyone is unique and has something valuable to contribute towards our work. Our volunteering programme is person centred, which means we develop volunteer roles around the individual.
• Join a Task Group and have a say in the operational work of Healthwatch BwD. Suggest Enter and View visits, ask questions to service providers, develop research and targeted pieces of work.
What are we looking for?
• Represent Healthwatch within the Community. Speak to residents, community groups, service providers, and inform them about Healthwatch within the community. Attend community events and promote Healthwatch BwD within the community.
You do not need any qualifications to become a volunteer; just a willingness to listen and talk to a range of individuals, an open mind and a desire to raise the voice of local people. As a Healthwatch volunteer you can undertake as much or as little as you like from a range of specific roles. Volunteering your time should not be taxing but rewarding. Days and times are flexible to work around you.
• Help with office jobs. Help with mailing out our newsletter, copying documents, organising files, or contacting services. • Join our Reading Group. Receive all our draft reports before they are published to ensure there are no spelling or grammatical errors within.
Benefits of volunteering with Healthwatch BwD Volunteering is a great opportunity to give something back to the community. You can make a real difference to the people around you. It also provides the chance to develop new skills or build on existing experience and knowledge whist plugging gaps in CVs.
Contacting us
You can contact Healthwatch BwD in a number of ways. We also have 14 regular community access points located throughout the Borough. To find your local access point please visit our website or contact us on the details below.
Other benefits to volunteering include: • Help others less fortunate or without a voice to help everyone have their voice heard • Feel valued, empowered and part of a team • An opportunity to meet new people and make new friends • Spend quality time away from work or a busy lifestyle • Boosting confidence and self esteem • Improve your health and wellbeing and quality of life
FREEPOST RRYU-KYZU-TZAZ Healthwatch BwD, Suite 20, Blackburn Enterprise Centre, Blackburn BB1 3HQ www.healthwatchblackburnwithdarwen.co.uk Email: info@healthwatchbwd.co.uk Tel: 01254 504985
2
UNDERSTANDING NHS SERVICES
Hospital treatment is free if you are ordinarily resident in the UK. If you are visiting England, or recently moved to England, please look up the relevant information about accessing the NHS as charges may occur.
• Income Support • Income-based Jobseeker’s Allowance • Income-related Employment and Support Allowance, or • Pension Credit Guarantee Credit • Universal Credit and meet the criteria If you’re entitled to or named on: • a valid NHS tax credit exemption certificate – if you don’t have a certificate, you can show your award notice; you qualify if you get Child Tax Credits, Working Tax Credits with a disability element (or both) and have income for tax credit purposes of £15,276 or less • a valid NHS certificate for full help with health costs (HC2)
The services and treatments listed below are free to all in NHS hospitals. • accident and emergency services – but not emergency treatment once you’ve been admitted to hospital • family planning services – but not termination of pregnancy or infertility treatment • treatment for most infectious diseases, including sexually transmitted infections (STIs) • treatment required for a physical or mental condition caused by torture, female genital mutilation, domestic violence or sexual violence – this does not apply if you have come to England to seek this treatment
For everyone else, Prescription costs apply: Prescription – £8.40 per item 12 Month Prepayment Certificate (PPC) – £104.00 3 Month PPC – £29.10
NHS Dental Services
GP Services
The NHS will provide any treatment that you need to keep your mouth, teeth and gums healthy and free of pain.
You have the legal right to choose a GP practice that best suits your needs. Try comparing GP practices according to facilities, services, access and performance before you decide. Ask friends, relatives and others you trust for their thoughts and recommendations.
The NHS will not provide cosmetic treatment options such as teeth whitening, which you may want to make your teeth more attractive but which are not clinically necessary.
NHS Pharmacy Services
Even where treatment is clinically necessary the dentist will offer you a treatment option that is clinically appropriate. If you choose to have alternative treatment options then you will have to pay privately for these
You can get free NHS prescriptions if, at the time the prescription is dispensed, you: • are 60 or over • are under 16 • are 16-18 and in full-time education • are pregnant or have had a baby in the previous 12 months and have a valid maternity exemption certificate (MatEx) • have a specified medical condition and have a valid medical exemption certificate (MedEx) • have a continuing physical disability that prevents you from going out without help from another person and have a valid MedEx • hold a valid war pension exemption certificate and the prescription is for your accepted disability • are an NHS inpatient • You are also entitled to free prescriptions if you or your partner (including civil partner) receive, or you’re under the age of 20 and the dependant of someone receiving:
You do not have to pay for NHS dental treatment if, when the treatment starts, you are: • aged under 18 • under 19 and receiving full-time education • pregnant or have had a baby in the previous 12 months • staying in an NHS hospital and your treatment is carried out by the hospital dentist • an NHS hospital dental service outpatient (however, you may have to pay for your dentures or bridges).
3
UNDERSTANDING NHS SERVICES
You do not have to pay if, during the course of treatment, you or your partner, receive: • Income Support • Income-related Employment and Support Allowance • Income-based Jobseeker’s Allowance • Pension Credit guarantee credit • Universal Credit and meet the criteria or • you are named on or entitled to a valid NHS tax credit exemption certificate – if you don’t have a certificate, you can show your award notice; you qualify if you get Child Tax Credits, Working Tax Credits with a disability element (or both) and have income for tax credit purposes of £15,276 or less
For everyone else:
• you are named on a valid HC2 certificate
Band 3 course of treatment – £233.70 This covers everything listed in Bands 1 and 2 above, plus crowns, dentures, bridges and other laboratory work.
Emergency dental treatment – £19.70 This covers emergency care in a primary care NHS dental practice such as pain relief or a temporary filling Band 1 course of treatment – £19.70 This covers an examination, diagnosis (including X-rays), advice on how to prevent future problems, a scale and polish if clinically needed, and preventative care such as the application of fluoride varnish or fissure sealant if appropriate. Band 2 course of treatment – £53.90 This covers everything listed in Band 1 above, plus any further treatment such as fillings, root canal work or removal of teeth but not more complex items covered by Band 3.
You will be asked to show your dentist written proof that you do not have to pay for all or part of your NHS treatment. You will also be asked to sign a form to confirm that you do not have to pay.
Market St Pharmacy & Mobility Centre Darwen's First Late Night Pharmacy
Pharmacy Services we provide ... • NHS & Private Presription Dispensing • Repeat Dispensing Scheme • Medicines Use Review • Contraception & Advice FREE PRESCRIPTION • Smoking Cessation COLLECTION & DELIVERY SERVICE • Expert Healthcare Advice
Opening Hours ... Monday Tuesday Wednesday Thursday
7:30am–10:30pm Friday 7:30am–10:30pm Saturday 7:30am–10:30pm Sunday 7:30am–10:30pm
7:30am–10:30pm 7:30am–10:30pm 9.00am–7:00pm
Providing healthcare and advice with a personal touch ...
29-31 Market St • Darwen • BB3 1PS 4
Extensive range of mobility products ...
• Daily Living Aids • Scooters • Rollators • Stairlifts • Wheelchairs • Commode • Incontinence Pads • Shower Chairs • Adult Incontinence • Walking Aids • Bath Aids • Pressure Care • Compression Stockings
Tel: 01254 873977
UNDERSTANDING NHS SERVICES
NHS Eye Test
NHS Continuing Healthcare
You qualify for a free NHS-funded sight test if: • you’re aged under 16 • you’re aged 16, 17 or 18 and are in full-time education • you’re aged 60 or over • you’re registered as partially sighted (sight impaired) or blind (severely sight impaired) • you’ve been diagnosed with diabetes or glaucoma • you’re 40 or over, and your mother, father, brother, sister, son or daughter has been diagnosed with glaucoma • you’ve been advised by an ophthalmologist (eye doctor) that you’re at risk of glaucoma • you’re a prisoner on leave from prison • you’re eligible for an NHS complex lens voucher – your optometrist (optician) can advise you about your entitlement
NHS continuing healthcare is the name given to a package of care that is arranged and funded solely by the NHS for individuals who are not in hospital and have been assessed as having a “primary health need” If you are eligible, you can receive NHS continuing healthcare in a variety of settings, for example: • In your own home – the NHS will pay for healthcare, such as services from a community nurse or specialist therapist, and personal care, such as help with bathing, dressing and laundry • In a care home – as well as healthcare and personal care, the NHS will pay for your care home fees, including board and accommodation NHS continuing healthcare is free, unlike social and community care services provided by local authorities. If you have a disability or if you’ve been diagnosed with a long-term illness or condition, this doesn’t necessarily mean that you’ll be eligible for NHS continuing healthcare
Proving your entitlement to a free NHS eye test: When you go for your sight test, tell your ophthalmic practitioner that you’re entitled to a free NHS sight test. They will give you a form called GOS1 to fill in and sign.
NHS Funded Nursing Care NHS-funded nursing care is care provided by a registered nurse for people who live in a care home. The NHS will pay a flat rate contribution directly to the care home towards the cost of this registered nursing care.
What if I’m not entitled to a free NHS eye test? If you don’t qualify for a free NHS sight test, you will have to pay for a private sight test.
You may be eligible for NHS funded nursing care if:
The cost of private sight tests varies, so it’s advisable to shop around.
• you are not eligible for NHS continuing healthcare but have been assessed as needing care from a registered nurse
Sexual Health Services Sexual health services are free and available to everyone regardless of sex, age, ethnic origin and sexual orientation.
• you live in a care home registered to provide nursing care
Who offers sexual health services and advice? • GPs • Contraception Clinics (also known as family planning clinics) • Sexual Health Clinics • Sexually Transmitted Infection (STI) Testing Clinics • Genitourinary Medicine (GUM) Clinics • Pharmacies • Sexual Assault Referral Centres • Young People’s Services If you are not sure which services is right for you, call NHS 111 who will be able to advice you 5
UNDERSTANDING NHS SERVICES
NHS Personal Health Budgets
GP Referrals
Adults eligible for NHS Continuing Healthcare and children in receipt of continuing care have had a right to have a personal health budget since October 2014.
Access to NHS specialist treatment is via your GP and is based on need.You will need to see your GP if you wish to be referred to a specialist in a particular field
Personal health budgets are one way to give people with long term health conditions and disabilities more choice and control over the money spent on meeting their health and wellbeing needs.
If you ask your GP to refer you to a specialist, they will probably suggest that you try various tests or treatment options first to see whether your condition improves. You cannot usually self-refer to an NHS specialist, except when accessing sexual health clinics or treatment in an accident and emergency (A&E) department.
A personal health budget is an amount of money to support the identified healthcare and wellbeing needs of an individual, which is planned and agreed between the individual, or their representative, and the local clinical commissioning group (CCG).
A specialist will only see you with a referral letter from your GP. The letter will give the specialist essential background information.
It isn’t new money, but a different way of spending health funding to meet the needs of a individual
If you wish to see a private specialist, you are still advised to get a referral letter from your GP. However, if you see a private specialist without a GP referral, your GP is not obliged to accept the specialist’s recommendations.
Personal health budgets for people with learning disabilities Across England the NHS has already begun to offer personal health budgets and joint health and social care budgets to people with learning disabilities who have complex health needs or challenging behaviour.
NHS Waiting Times Emergency treatment
If you have chest pains and heart disease is suspected, you should be seen at a specialist (or rapid access) chest pain clinic within two weeks of being referred.
Personal health budgets offer a real opportunity to enable people with learning disabilities to live in their own homes or with their families, rather than in institutions.
Cancer
When cancer is suspected, you have the right to be seen by a specialist within two weeks from your referral date. Most people referred like this don’t have cancer, but it’s important to see a specialist as soon as possible, so that a cancer diagnosis can be confirmed or excluded.
Since April 2015, all CCGs in England have been asked to develop plans for a major expansion of personal health budgets, for people with learning disabilities .
Non-emergency treatment
For non-urgent matters, you have the right to start treatment within 18 weeks from the date your GP, dentist or other healthcare professional refers you (unless you want to wait longer or waiting longer is clinically right for you).
Email: customer.care@lancashirecsu.nhs.uk
As well as deciding what health services a local community needs and providing funding for them, your local clinical commissioning group (CCG) is responsible for deciding whether or not which treatments are available on the NHS.
Where we are Fusion House, Evolution Park, Haslingden Road BB1 2FD
If you think that you would benefit from a certain treatment, contact your GP or local CCG to check if it’s available on the NHS in your area.
How to get in touch ... Telephone: 01254 282000
www.blackburnwithdarwenccg.nhs.uk 6
YOUR QUESTIONS ANSWERED Can I Get Cosmetic Surgery on the NHS?
Can I Get a Mole Removed on the NHS?
In rare cases, cosmetic surgery may be provided on the NHS if it’s required to protect a person’s health. For example, the NHS might pay for: • a breast reduction operation if the weight of a woman’s breasts are causing her back problems • nose reshaping (rhinoplasty) if someone has breathing problems • pinnaplasty (in under 16-year-olds), which is surgical correction of ears that stick out
It depends. The most important reason for having a mole removed is to rule out any cancerous changes. Your GP will refer you to a dermatologist (skin specialist) if they have concerns that your mole has any abnormal cells. If the dermatologist thinks your mole could have any abnormal or cancerous cells, they will remove the mole (in a procedure known as a biopsy) to check it under the microscope.
To qualify for surgery on the NHS, you must meet specific guidelines set out by your local clinical commissioning group (CCG)
In general, moles are not removed for cosmetic reasons. If you wish to have a mole removed for cosmetic reasons, then you would almost always need to have it removed privately and will be charged a fee
Can I Get Laser Eye Surgery on the NHS? Laser surgery is available on the NHS for eye conditions that, without treatment, can lead to loss of vision. However, it’s not available for conditions that can be treated successfully in other ways, such as refractive (focusing) errors.
Which Travel Vaccinations are Free? Vaccinations for the following conditions are usually available free on the NHS:
To qualify for surgery on the NHS, you must meet specific guidelines set out by your local clinical commissioning group (CCG)
• Cholera • Diphtheria, polio and tetanus booster • Hepatitis A some combined vaccines, such as combined hepatitis A and B
Can I Get a Paternity Test on the NHS? No. Paternity tests aren’t available on the NHS.
• Typhoid
Can I See a Chiropractor on the NHS?
These vaccines protect against diseases which are considered to be the greatest risk to public health if they were brought into the country.
Chiropractic treatment is considered to be a complementary therapy, which means that it is not usually available on the NHS.
NHS Stop Smoking Services
Most people who have chiropractic treatment pay privately to see a chiropractor. You do not need to see your GP or get a referral letter before arranging an appointment for private treatment.
Local stop smoking services are free Your GP can refer you, or call the free Smokefree National Helpline on 0300 123 1044 to make an appointment with an adviser.
Can I Get Chiropody or Podiatry on the NHS?
Can I get Acupuncture from the NHS Acupuncture is sometimes available on the NHS, most often from GPs or physiotherapists, although access is limited.
In most areas of the UK, chiropody is available on the NHS free of charge. If your condition is unlikely to affect your health or mobility, you may not be eligible for NHS treatment
Most acupuncture patients pay for private treatment. The cost of acupuncture varies widely between practitioners. Initial sessions usually cost between £35 and £60, and further sessions between £30 and £50.
Can I See an Osteopath on the NHS? Osteopathy is a type of complementary therapy. Like all complementary therapies, osteopathy is not available on the NHS
Can I Get My Tattoo Removed on the NHS? Tattoo removal is rarely available on the NHS Treatment to remove tattoos is available at private clinics. You will have to pay for private treatment
7
YOUR QUESTIONS ANSWERED • Breast Cancer – a surgeon may use your own body tissue, including body fat, to construct a new breast after a mastectomy
Can I Get Free Liposuction on the NHS? As liposuction is usually a cosmetic procedure (used to improve your appearance), it is not normally available on the NHS.
Can I Get a Wig on the NHS? Wigs are available from the NHS. However, patients will be charged for them, unless they qualify for help with charges.
However, liposuction may be used by the NHS as reconstructive surgery to treat certain conditions. These conditions include:
Can I Get a Hearing Aid on the NHS?
• Lymphoedema – a condition that causes excess fluid and chronic swelling in many parts of the body
NHS hearing aids and new batteries are free. If you lose your hearing aid or damage it, you may be asked to pay towards the cost of repairing or replacing it. Getting a Hearing Aid Privately In the UK, all hearing aid dispensers must be registered with the Health & Care Professions Council (HCPC).If you decide to buy a hearing aid privately, make sure you consult a qualified registered hearing aid dispenser. They should have the letters RHAD (Registered Hearing Aid Dispenser) after their name.
• Lipodystrophy Syndrome – where fat is gained in one area of the body and lost from another (a side effect of medicines that are sometimes used to treat HIV) • Lipoedema – a chronic condition that typically causes an abnormal build-up of fat cells in the legs, thighs and buttocks • Gynaecomastia – where boys’ and men’s breasts swell and become larger than normal, often due to a hormone imbalance
We can provide a complete range of specialist services including:
Need Help with Pain or Injury
Biomechanical Assessment Sports Analysis • Sports Massage Physio, Sports Therapy & Sports Injury Podiatry / Chiropody Post Operative Rehabilitation Our qualified, experienced therapists are expert in providing treatments for a range of conditions including arthritis, diabetes, and foot pain as well as sports injury and general musculoskeletal disorders.
The Premier Clinic in Blackburn provide high quality specialist treatments for musculoskeletal (soft tissue and joint injury, strains and sprains) treatment and rehabilitation. 8
Tel: 01254 677341
www.premier-clinic.co.uk Suite 10 | Unit B2 | Cobham Estate | Wilkinson Way Haslingden Road | Blackburn | BB1 2EE
GPs & GP SURGERIES
GPs & GP Surgeries
Address
Area
Postcode
Telephone
Access to Your Health Records Under the Data Protection Act 1998, you have a legal right to apply for access to health information held about you. This includes your NHS or private health records held by a GP, optician , dentist, or by a hospital. A health record contains information about your mental and physical health recorded by a healthcare professional as part of your care. If you want to see your health records, you don’t have to give a reason. Depending on which health records you want to see, submit your request in writing or by email to Your GP Surgery • Your Optician • Your Dentist Your hospital trust’s health records manager or patient services manager
Market St Pharmacy & Mobility Centre
Darwen's First Late Night Pharmacy
Providing healthcare and advice with a personal touch ... 9
Tel: 01254 873977
PHARMACIES
Pharmacy / Chemist
Address
Area
Data correct with NHS Choices 10
Postcode
Telephone
DENTISTS & OPTICIANS How to find an NHS dentist
Why are eye tests important?
Everyone should be able to access good-quality NHS dental services. There is no need to register with a dentist in the same way as with a GP because you are not bound to a catchment area. Simply find a dental practice that’s convenient for you, whether it’s near your home or work, and phone them to see if any appointments are available.
A sight test is a vital health check for your eyes that can pick up early signs of eye conditions before you’re aware of any symptoms – many of which can be treated if found early enough.
NHS-funded mobile eye tests If you qualify for a free NHS sight test, you may be entitled to NHS-funded mobile services where the ophthalmic practitioner comes to visit you where you live if you’re unable to leave home unaccompanied because of physical or mental illness or disability
Be aware that not all dental practices will have the capacity to take on new NHS patients all the time and you may have to join a waiting list or contact multiple practices before you find a NHS dentist with capacity to accept new patients.
Call 111 to find out who provides mobile sight tests in your area
You should also be aware that even if you filled in a registration form at your first visit to the practice, so that the dentist can add you to their patient database, that does not mean that you have guaranteed access to a new NHS dental appointment in the future.
Eye problems as you get older As you get older, you become more likely to get certain eye problems: Difficulty reading. Eye muscles start to weaken from the age of 45. It’s a natural ageing process of the eye that happens to us all. By the time you’re 60, you’ll probably need separate reading glasses or an addition to your prescription lenses (bifocals or varifocals).
If the dentist’s quota for NHS patients has been reached by the time you contact the practice you may not be offered an NHS appointment. In that case you can either choose to be seen privately, join a waiting list or look for a different dentist who is taking on new NHS patients.
Floaters. These tiny specks or spots that float across your vision are normally harmless. If they persist, see an optician as they may be a sign of an underlying health condition.
You could find a local dentist through the NHS Choices website http://www.nhs.uk/ServiceSearch/Dentist/LocationSearch/3 by entering your postcode
Cataracts. Easily detected in an eye test, this gradual clouding of the eye’s lens is extremely common in over-60s. A simple operation can restore sight.
Dental emergency and out-of-hours care If you require urgent treatment, please contact your usual dental practice as they may be able to see you or direct you to an urgent care dental service.
Glaucoma. This is related to an increase in pressure in the eye that leads to damage of the optic nerve, which connects the eye to the brain. Left untreated, glaucoma leads to tunnel vision and, ultimately, blindness. However, if it’s detected early enough, these complications can usually be avoided with eye drops.
If you do not have a regular dentist, contact NHS 111 for advice on where you can get urgent care. Emergency dental treatment will deal with the problem at hand and the fee for the treatment is currently Band 1- Course of treatment £19.70. You may be advised to make another appointment for a separate course of non-urgent treatment. In this case, you will have to pay a second charge in the relevant treatment band.
Macular degeneration. This is a disease of the retina caused by ageing. The retina is the nerve tissue lining the back of your eye. There are two types of macular degeneration. The first type, called dry macular degeneration, gets worse very slowly. The other type gets worse very quickly. This needs to be seen as an emergency in a hospital eye unit for prompt treatment.
Band 2 - Course of treatment £53.90 Band 3 - Course of treatment £233.70 11
DENTISTS & OPTICIANS
Dentist
Address
Area
Postcode
Telephone
Opticians
Address
Area
Postcode
Telephone
Data correct with NHS Choices 12
YOUR RIGHT TO SOCIAL CARE & SUPPORT
Local authorities have a duty to assess anyone who appears to have care and support needs. Your local authority should: • assess your needs and give you advice, whatever your financial circumstances • provide information about services and support options available to you in your area • give you a carer’s assessment if you are an unpaid/family carer The assessment by the local authority is important because it helps them work out what your difficulties are and what services will help you most. Often, only minor assistance is needed – such as meals on wheels and help with washing or dressing, yet these services could make a big difference to your life
• information and advice on what can be done to reduce the needs in question, and to prevent or delay the development of needs in the future
If your local authority decides you are eligible for social care support, they will carry out a financial assessment to determine how much you will need to pay towards your care, if anything.
Your care plan should be individual to you, and you should be allowed to have as much involvement in the development of your plan as you wish.
If you are assessed by social services and are found to be eligible for support, the next stage is to draw up a care and support plan, or in the case of a carer with eligible needs, a support plan.
Your care plan should help you to: • live independently • have as much control over your life as possible
What is a Care Plan?
• participate in society on an equal level, with access to employment and a family life
A care plan (sometimes called a care and support plan, or support plan if you’re a carer) sets out how your care and support needs will be met. You should be fully involved in the preparation of your care plan, and you and anyone else you request should also get a written copy. The care plan must set out:
• have the best possible quality of life keep as much dignity and respect as possible
Understanding the national eligibility criteria for care and support? The eligibility threshold for adults with care and support needs is based on identifying how a person’s needs affect their ability to achieve relevant outcomes, and how this impacts on their wellbeing.
• the needs identified by the assessment • whether, and to what extent, the needs meet the eligibility criteria • the needs that the authority is going to meet, and how it intends to do so
Local authorities must consider whether the person’s needs:
• for a person needing care, for which of the desired outcomes care and support could be relevant
• arise from or are related to a physical or mental impairment or illness • make them unable to achieve two or more specified outcomes
• for a carer, the outcomes the carer wishes to achieve, and their wishes around providing care, work, education and recreation where support could be relevant
• as a result of being unable to meet these outcomes, there is likely to be a significant impact on the adult’s wellbeing
• the personal budget 13
YOUR RIGHT TO SOCIAL CARE & SUPPORT
An adult’s needs are only eligible where they meet all three of these conditions. The specified outcomes measured include:
• being able to safely use necessary facilities or services in the local community including public transport and recreational facilities or services • carrying out any caring responsibilities, such as for a child
• managing and maintaining nutrition, such as being able to prepare and eat food and drink
Local authorities do not have responsibility for providing NHS services such as patient transport, but they should consider needs for support when the adult is attending healthcare appointments.
• maintaining personal hygiene, such as being able to wash themselves and their clothes • managing toilet needs
The local authority should not refuse to meet eligible needs on the grounds of cost, although if there is more than one option, it is allowed to choose what it believes is the most cost effective one.
• being able to dress appropriately, for example during cold weather • being able to move around the home safely, including accessing the home from outside
If your needs do not meet the national eligibility criteria, the local authority still has to give you information and advice on what support might be available in the community to support you
• keeping the home sufficiently clean and safe • being able to develop and maintain family or other personal relationships, in order to avoid loneliness or isolation • accessing and engaging in work, training, education or volunteering, including physical access
Need help to have your voice heard? Do you have a health or social care issue/problem?
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"A big thank you to my Advocate for being approachable, reliable and keeping things confidential." You can refer yourself to our service, or ring and ask more questions. Or someone else can do this on your behalf if you ask them to.
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WHAT IS SOCIAL CARE?
Many people’s first impression or thoughts of social care might be a residential care home. In fact, there’s a wide variety of social care services available and most people will be able to have care provided in their home.
If you are unable to manage in your home, even with help and assistance, you may need to consider whether you should move to a care or nursing home. Your local authority will be able to provide you with information and advice on what services are available in your local area.
The kind of social care support you can get depends largely on your needs. This means the type of condition you have, or the severity of your disability. For example, if you have trouble walking, you may simply require some equipment to help you remain mobile and independent. But if you develop a condition that seriously affects your mental capacity or your ability to move and look after yourself, you are likely to need a much wider range of social care services. It is worth taking time to think about your specific needs and what you think you might need to help you achieve the best quality of life you can.
Community support and activities Some social care services can be provided to help you continue to play an active role in your community and to get out and about and do the things you want to do. For example, you may want to work or to partake in religious or cultural events such as a festival or a sports match. Social care services may be able to support you in a wide range of ways to enable you to continue to do these things, for example a community transport service. Your local authority will be able to provide you with information and advice on what services are available in your local area.
Care and support services might typically include: Equipment to enhance your independence
Day centres
The ability for you to remain independent sometimes hinges on small factors and tools, such as a jar gripper (to help you remove lids) or ways to raise your seat (so that you can get up more easily).
Day centres provide meals and an opportunity to socialise and do activities that might not be available at home and may provide respite for Family Carers Your local authority will be able to provide you with information and advice on what services are available in your local area.
Equipment can also help with weightier issues, for example, hoists to help people with mobility problems get on and off chairs or toilets, or in and out of the bath or bed. The equipment you may be able to access could include monitoring devices that check whether you have left the house if you have a condition, such as dementia, that causes confusion and wandering. Find out more in alarms and telecare.
Adaptations to your home A common way that social care can support ill or disabled people to live independently at home is simple adaptations to the home. If you have difficulty living at home because of your condition, it is often a better option to improve your home than to move somewhere new.
Help in your home
For example, depending on your condition, you might be able to get lowered kitchen surfaces and storage, wider doorways to accommodate wheelchairs or walking frames, or improved flooring to prevent trips and falls.
You may want to have someone who can come to your home and give you the support you need to live your life. This can include help with tasks such as getting dressed, help with using the toilet, washing, preparing and eating food, cleaning and laundry, getting out and about, and taking part in leisure and social activities. Find out more about homecare.
Travel Assist
Your local authority will be able to provide you with information and advice on what services are available in your local area.
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For more information call 01254 773765 15
WHAT IS SOCIAL CARE?
Residential care
Information & advisory services and advocacy
If living at home is no longer a realistic or practical option, you may want to consider residential care. There are many different types of ‘residential care’ – it may mean a permanent move into a care home for older people, or it could be a stay in a home for younger adults with disabilities, or a home for children. Residential care may be privately owned, or run by a charity or the local authority.
People who need care may have difficulty in being able to exert their rights, get the services they need and are entitled to, or simply not know or understand what is available to them. Information and advice are often a key part of any care assessment that your local authority undertakes. This information could go a long way to helping you get the support you need.
The main types of residential options are:
Charities are another great source of social care information – particularly those associated with conditions, such as the Alzheimer’s Society, Mind, or Scope, but also those related to different aspects of care, such as Carers UK or Independent Age.
• Residential care homes • Residential care homes with nursing care • Extra care and sheltered housing • Supported living
Some people may find that an advocacy service can help them exert their rights, particularly if you have a disability and you believe you are treated unfairly. An advocacy service can act as a champion to ensure you get fair and equal treatment and access to services.
• Retirement villages Deciding on a long-term stay in residential care is a significant decision financially, practically and emotionally. You will need to think about your own preferences and decide what services will meet your needs now, as well as being flexible enough to take account of your future care needs. It is not always an easy decision. Independent advice can be important in helping you make the right decision, taking into account all the important factors.
Support for carers If you look after a person who is disabled, has a long-term health condition or is elderly and frail, you are a carer. Carers can get help with their caring role, and by enabling the person they care for to get the support they need, they can make their own life easier. For example, it’s important that carers have time for themselves, and one of the best ways to arrange breaks from caring is to ensure that you have had a carer’s assessment. This will help identify how substantial and demanding your caring is and how much support you are likely to need.
Your local authority will be able to give you details of information services they commission locally. Many local and national charities will also be able to provide information and advice.
Financial support If you are in need of social care you may be able to get information and advice on how to cover the additional living costs you may incur. For example, you may be able to access certain financial benefits for daily living, or be able to access funding from charities to cover the costs of expensive equipment. Your local authority should be able to talk you through some of these money matters as part of your social care assessment.
Other care support You may also want to think about whether you need healthcare support if you have care needs relating to an ongoing health condition. If this is the case, then it is worth considering whether the NHS can offer any treatment, medical equipment or support that can help you live more fully with your condition
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SUPPORT FOR CARERS There are 6.5 million carers in the UK which is one in 10 of the population. Ask for a Carers’ assessment
Your decision to be a carer When your carer’s assessment is done, no assumptions should be made about your willingness to be a carer. This can be a very sensitive area, because many of us feel that we have a duty to those we care for. We sometimes rule out other options because we feel we have no choice.
The Care Act 2014 makes carer’s assessments more widely available to people in caring roles Local authorities now have a legal duty to assess any carer who requests one or who appears to need support
You have the right to choose: • whether to be a carer at all • how much care you are willing to provide • the type of care you are willing to provide
If you provide care and support to an adult friend or family member, you may be eligible for support from your local council. This support could include being offered money to pay for things that make caring easier. Or the local authority might offer practical support, such as arranging for someone to step in when you need a short break. It could also put you in touch with local support groups so you have people to talk to.
When assessing your needs, social services must consider whether your role as a carer is sustainable. The assessment is about your needs and therefore you should: • have a reasonably detailed discussion about all the matters relevant to you • have the assessment in private if you want to, at a convenient time and place for you • get relevant information, including about welfare benefits you could claim and details of other services • have a chance to identify the outcomes that you want; any services should be appropriate for you and meet your needs • be given flexibility and innovation in identifying services that may meet your needs • have an opportunity to give feedback about the assessment
A carer’s assessment is a discussion between you and a trained person either from the council or an organisation working on behalf of the council. The assessment will consider the impact the care and support you provide is having on your own wellbeing, as well as important aspects of the rest of your life, including the things you want to achieve day-to-day. It must also consider other important issues, such as whether you are able or willing to carry on caring, whether you work or want to work, and whether you want to study or do more socially. A carer’s assessment looks at the different ways caring affects your life, and works out how you can carry on doing the things that are important to you and your family. It covers your caring role, your feelings about caring, your physical, mental and emotional health, and how caring affects your work, leisure, education, wider family and relationships.
Request your Carer’s assessment You can request a carers assessment by contacting Adult Social Care Team Blackburn with Darwen Borough Council,
Your physical, mental and emotional wellbeing should be at the heart of this assessment. This means that you can tell the council how caring for someone is affecting your life and what you want to be able to do in your day-to-day life.
Tel: 01254 587547 Visit: www.yoursupportyourchoice.org.uk Alternatively, if the person you care for is being assessed by a social care practitioner, speak to them about how you can have your needs assessed and they will be able to offer you information and advice about this.
A carer’s assessment should also look at your own interests and commitments to see if and how they are disrupted by your role as a carer. One of the most important parts of your carer’s assessment will be a discussion about your wishes concerning going to work, training or leisure activities.
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SAFETY ADVICE TO HELP INDEPENDENT LIVING Advice and support can often help people live independently in their own home. Here are some tips to help keep yourself, and those you care for, safe.
• Have ear and eye checks – being able to hear and see what is happening around you can help you to adapt to different situations. • Tell your doctor, care worker or family if you have had a fall – to help put things in place to reduce the risk of you having another fall.
Help to Prevent Falls Taking some simple steps can reduce the chances of falls and help to keep you independent at home.
Check Your Home is Safe • Keep a look out - get things fixed that could cause you to get hurt eg. frayed carpets, trailing cables or leaves on your doorstep.
Take care of yourself: • Keep active – this will help to improve your balance.
• Light up - try to avoid walking around in the dark when you can't see what is around you.
• Think about your footwear – shoes and slippers that fit well will help you to stay upright and move around more confidently (avoid high heels, thick soles and sandals).
• Floors and stairs - keep walkways clear of clutter, have cables fixed tightly to walls and have hand rails securely fitted to walls. You may also want to consider whether you need non-slip mats under rugs.
• Talk to your doctor or pharmacist about your medication – if you believe that your medication is affecting your balance.
• Use steps, not chairs - when you need to reach to high shelves or to change a light bulb, or see if someone else can help you.
• Eat healthily – foods rich in vitamin D and calcium (like dairy products and canned fish) can help keep your bones strong.
• Pets - think about attaching a bell to your pet's collar to help you know where they are when you are both moving around.
Think about others who may need help You may care for family members or speak to a neighbour once in a while, have a think about hazards they may face when undertaking day to day tasks and where you might be able to support them to stay safe – through doing something yourself or finding support for them. Some simple things to think about are: • How do they get to and from appointments eg eyetests, doctors? • Is anyone checking for / reducing hazards in and around their home eg sweeping leaves from walk ways? • Are there any tasks that they do which puts them at risk but that you could support? eg. putting their bin out or walking to shops when the ground is wet or icy?
Asking for help If you, or people that you look after, need support to live at home, you can contact Adult Social Care on 01254 587547 or visit www.blackburn.gov. uk/Pages/Adult-social-care.aspx for information on how you can access support or request an assessment. 19
LIVING WITH A DISABILITY
Living with a Disability
It’s against the law for anyone to discriminate against you because of your disability. This means that you’re entitled to fair treatment in the workplace when it comes to recruitment, promotion and pay.
Disabled people are often talked about as though they form one group. But every disabled person faces different challenges and health conditions. The Equality Act 2010 defines a disabled person as anyone who has a physical or mental impairment that has a substantial and long-term adverse effect on his or her ability to carry out day-to-day activities.
It also means that service providers, such as shops, post offices, leisure facilities and places of worship, are legally obliged to ensure that you can reach them. At first, you may feel confused, depressed or anxious about your life in the future. Often, newly disabled people shy away from organisations that might help them, but contact with people who face similar challenges is really important.
These impairments include: • Loss of limbs • Multiple Sclerosis • Heart disease • Down’s Syndrome • Learning difficulties • Mental health problems, such as depression and anxiety Older people are more likely to develop a disability and most disabled people are adults. More than 11 million people in the UK are disabled, around 6% of whom are children. More people are living with a disability now than in the past because we’re living longer, and improved medical treatments are enabling more people to manage long-term health problems.
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Disabilities of any kind present challenges, but this doesn’t mean that life with a disability can’t be fulfilling. For most people, a fulfilling life means having control over their day-to-day activities and being able to choose how they live.
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More than 1 million disabled people live alone in the UK, and many more lead independent lives with help.
Interpreting services are now becoming crucial to the day to day running of a whole host of Government bodies, local authorities, NHS Trusts, Healthcare Providers and charities.
For a lot of people, independent life also means being employed. Half of the UK’s disabled people are in jobs, but it should be more.
We provide interpreters for people whose first language is not English, to help them understand and access the wide range of services and information needed within our Multicultural society.
Only 17% of disabled people are born with their disability. Most disabled people have had to adjust to their disability as adults. If you become disabled through accident, illness or a deteriorating medical condition, life will change significantly. But with the right support, you can often continue to live in your own home, remain in employment and enjoy an independent life.
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RECOGNISING MENTAL HEALTH & SUPPORT Mental health, emotional wellbeing and resilience is all about how we cope with what life throws at us. It concerns the way we feel about ourselves, conduct relationships, handle stress or deal with loss.
Even if you need professional help, there are choices you can make along the way. Mental illness is treatable and, with appropriate support and treatment, people do recover. Many move on with their lives and are able to care for their family, contribute to the local community, and get back into employment or training.
Good mental health and resilience are fundamental to good physical health, relationships, education and work, as well as being key to achieving our potential.
How your GP can help You should make an appointment to see your GP if you’ve been feeling depressed for a few weeks or your anxiety is having an impact on your daily life, such as stopping you from going to work or shopping.
Mental health facts At least one in four people experience a diagnosable mental health problem in any one year, and one in six experiences this at any one time.
Mental health services are free on the NHS, but you will usually need a referral from your GP to access them.
• More than half of those with a common mental health problem have both depression and anxiety.
Are money worries affecting your Mental health? If you have financial worries it can really start to impact on the way you feel.
• There are approximately 570,000 people with dementia in England, a figure that could double in the next 30 years.
Do you regularly lay awake in bed at night worrying how you’re going to pay your bills?
• Nearly 850,000 children and young people aged five to 16 years have a mental health problem – about 10% of the population. Fewer than one in 10 accesses treatment.
Are you feeling tired or lacking energy because worries about money have got you down? Are you having trouble relaxing because of worries about money?
Common mental health problems such as anxiety, depression, panic disorders, phobias and obsessive compulsive disorder can cause great emotional distress, and can affect how you cope with day-today life and your ability to work.
Do you feel anxious about answering the phone or opening the post because it might be about your debts? Do you suffer with anxiety or panic attacks when you think about your financial situation?
Less common conditions, such as psychosis, can make you experience changes in thinking and perception severe enough to significantly alter your experience of reality. These conditions include schizophrenia and affective psychosis, such as bipolar disorder, and can have the same lifelong impact as any long-term physical condition.
Do you often shop or spend excessively to feel better, but have feelings of guilt or regret afterwards? Are you drinking more alcohol to help you cope with the stress of debt? Are you feeling low or tearful when you think about your financial situation?
Admitting you are struggling does not mean you are “mentally ill”, that doctors will automatically put you on medication, or you will have to immediately tell your employer you are mentally unwell. Many issues can be managed without the help of a GP by using the variety of sources of help now available, whether it’s through books, local organisations or online.
Do you find you’re irritable, easily annoyed or lose your temper more often, or more quickly, when you get stressed about money?
21
RECOGNISING MENTAL HEALTH & SUPPORT Spend time developing these relationships. Learn more in Connect for mental wellbeing.
If you have answered yes to any or most of these questions then it is time to face your fears and seek help on getting advice on how to prioritise your debts.
Be active – you don’t have to go to the gym. Take a walk, go cycling or play a game of football. Find an activity that you enjoy and make it a part of your life. Learn more in Get active for mental wellbeing.
Citizens Advice Bureau has lots of information on sorting out debt on its website in the section on Help with debt.
Keep learning – learning new skills can give you a sense of achievement and a new confidence. So why not sign up for that cooking course, start learning to play a musical instrument, or figure out how to fix your bike?
The charity Mind has a section on its website called Money and Mental Health, which includes advice on how to manage debt. Other useful organisations include: Money Advice Service: 0300 500 5000 National Debtline: 0808 808 4000 StepChange Debt Charity: 0800 138 1111
Give to others – even the smallest act can count, whether it’s a smile, a thank you or a kind word. Larger acts, such as volunteering at your local community centre, can improve your mental wellbeing and help you build new social networks.
Five steps to mental wellbeing Evidence suggests there are five steps we can all take to improve our mental wellbeing.
Be mindful – be more aware of the present moment, including your thoughts and feelings, your body and the world around you. Some people call this awareness “mindfulness”. It can positively change the way you feel about life and how you approach challenges.
If you give them a try, you may feel happier, more positive and able to get the most from life Connect – connect with the people around you: your family, friends, colleagues and neighbours.
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CREATING DEMENTIA FRIENDLY COMMUNITIES
Listen • Listen carefully to what the person has to say, giving plenty of encouragement, whilst looking out for other clues of what they might be trying to communicate. • Allow them time to find the words to tell you what they want.
Tips for shops, workplaces, businesses, friends & neighbours It is possible for people with dementia to live well if those around them understand how they can help in simple ways. People with dementia live in your area, probably on your street, possibly amongst your friends and close neighbours. People with dementia may visit your shop, business or workplace.
Noise • A person with dementia may have difficulty listening if there are a lot of different noises around them.
Common signs of dementia are confusion, forgetfulness, struggling to find words and repetitiveness. This can make everyday situations stressful. A person with dementia may need extra assistance to help them use your services or help them with everyday things.
Lighting • Make sure the lighting is sufficient so the person with dementia can see you and everything around them clearly. • Turn up the lights or move to a well-lit area.
Speak clearly • Speak clearly, calmly and slowly to allow the person time to understand information. • Use simple, short sentences and avoid direct questions. • Keep choices to a minimum and don’t raise your voice. • Where possible, talk in a non-distracting place or find a quiet corner.
Help with handling money • Counting money, calculating and handling change, recognising coins and banknotes and knowing the value of money can all be very difficult for someone with dementia. • Offer to help by counting out money and giving a receipt. Finding the way • People with dementia may have forgotten where things are or they may not recognise everyday objects. • Sometimes people with dementia may forget where they are going or become disorientated. • They may not be able to follow simple directions and may need you to go with them to where they want to go.
Think about your body language • People with dementia may find it difficult to understand what is being said, but can be quick to interpret the message on people’s faces and may still be aware of body language. • Make sure you are at the person’s level, use a friendly tone and respect personal space. Show respect and patience • Adapt what you are saying if the person with dementia does not understand. • Don’t rush, and try to go at their pace.
Feeling lost • Sometimes people with dementia may feel lost in familiar places or forget where they live. • If someone is lost and distressed, offer to help by asking if their address is on something they might have in their pocket or bag.
Affected by dementia? Call the National Demential Helpline for support and information on
0300 222 1122
www.alzheimers.org.uk 23
CREATING DEMENTIA FRIENDLY COMMUNITIES
Recognising and finding things • People with dementia may have forgotten what they came into the premises or room for. • They may have a list but have problems finding the things they want. • Help them choose the right amount of things, particularly if they seem to be buying an unusually large amount of something. Making choices • While choice is good, for someone with dementia too much choice can be confusing. • Ask what the person would like, e.g. a coffee, and then suggest two or three likely options. • You could describe these options and remember to give a pause between each option to allow them time to think and make a decision. Whose reality • Past memories can often be stronger than present reality. • The person may be confused and say something that does not makes sense to you. Being predictable • The person with dementia may be confused if things have been rearranged, or by new people they meet. • Try to keep things the same or offer additional assistance if things have changed. Every day can be different • For some people with dementia what they can do changes from day to day, so how you help them may need to be different every time. • Look out for signs and offer to help when needed, bearing in mind the privacy of the person.
Affected by dementia? Call the National Demential Helpline for support and information on
0300 222 1122
www.alzheimers.org.uk 24
PLANNING FOR YOUR FUTURE CARE NEEDS Paying for your own care and support
to fund your own care but have little immediately available money to pay for it. Some people going to stay in a care home for a long time find that they have no option but to sell their property to pay the care home fees.
Care has never been free and everyone should think about the care they might need in the future. The long-term costs of care can be significant, and while none of us like to think that we will become old, ill or disabled, it does happen. Likewise, if you’re the parent of a disabled child, planning their future care and how it will be funded is vital
Your council may be able to help you if you are at risk of having to sell your home. Where there is a delay in selling the property, or you don’t want to sell the property immediately, you may be eligible to have your care fee payment “deferred”. This is where the local authority helps you to pay your care fees temporarily, and you repay the costs to the local authority at a later date.
Will the NHS pay for my long-term care? Long-term care is sometimes provided and funded by the NHS. If it isn’t funded by the NHS, it may be provided by your local authority. Depending on your financial circumstances, you may have to pay for some or all of the care you receive.
If the local authority agrees to the deferred payment and pays the care home fees, it will take payment from the money raised once the property is sold.
You can have an assessment to determine whether you are entitled to NHS-funded care and, if not, how much you will pay towards your care.
This can be:
NHS continuing healthcare
• during your lifetime if you choose to sell your home
Some people with long-term complex health needs qualify for care arranged and funded solely by the NHS. This is known as NHS continuing healthcare.
• once you die, the local authority can be repaid from your estate
NHS-funded nursing care
All councils must offer people the chance to defer payment if they meet a set of eligibility criteria.
If you do not qualify for NHS continuing healthcare, but you have been assessed as needing care from a registered nurse, you may receive NHS-funded nursing care.
A deferred payment scheme is only available if you don’t have enough income to cover your care home fees, and you have less in savings than £23,250. In these circumstances, the savings don’t include the value of your property, but does include money in bank accounts.
Local authority services If you are not entitled to care funded by the NHS, or only part of your care is funded by the NHS, your care may be provided by your local authority. Local authorities are allowed to charge for the services they provide and most of them do so
The local authority will put a “legal charge” (similar to a mortgage) on the property and will then pay the remaining care fees in full. You will then be assessed to see whether they are able to pay a weekly charge to the authority. Your ability to pay is based on your income less a set “disposable income allowance” (currently £144 per week).
The cost of your care will vary depending on its type, intensity, specialisation, location and duration. For example, a place in a residential care home will cost hundreds of pounds a week.
Deferred payments if you are unable to pay for care services
Before considering deferred payments, you should look into whether the property will or won’t be counted in how your capital is calculated. For instance, it may be disregarded because your partner still lives there, and if it is a deferred payment agreement wouldn’t be necessary.
Care home fees are a big financial commitment, and the decision to go into a care home is often made at a moment of crisis or urgency, such as when being discharged from hospital. This can make finding the money to pay for fees (usually several hundred pounds a week) challenging for people funding their own care.
It’s wise to get independent financial advice before agreeing to a deferred payment, and it’s worth bearing in mind that choosing deferred payments can impact on some welfare benefits.
In particular, if you own property outright but have little in the way of savings, you may be expected 25
PLANNING FOR YOUR FUTURE CARE NEEDS As an alternative, you may be able to enter an “equity release scheme” with a financial organisation. Equity release can pay for the fees from the value of property you own. However, you should consider which of these options best meets your needs, and what the overall costs to you will be.
Local authorities have to help people get independent financial advice, to enable planning and preparation for future care costs. This encompasses a range of services from generic sources of information and advice, such as websites or helplines, to tailored advice relating to specific financial products, which can only be provided by a regulated financial advisor. Some of these services may charge a fee
How your local authority can help with planning your care
Advice on paying for care
The Care Act 2014 makes clear that local authorities must provide or arrange services that help to prevent people developing care and support needs, or delay people deteriorating to the point where they would need ongoing care and support. Even if you don’t want or need financial assistance with your care, your local authority can still help you plan your care, so it is worth contacting the adult social services of your local council to find out the options available to you and your family. The sooner you ask for an assessment, the sooner that plans for your care can be made. These plans should include what should be done in the event of an emergency.
The Money Advice Service: www.moneyadviceservice.org.uk offers information on paying for care or the option to speak to an online adviser. You can call the Money Advice Service on 0300 500 5000. The Society of Later Life Advisers: www.societyoflaterlifeadvisers.co.uk can also help you find advice on how to make financial plans for care in your old age.You can call the Society of Later Life Advisers 0333 2020 454
Each year, thousands of people are told they have to self-fund their own long term care.
DAVID GLENN
Some self-funding options are quite straightforward, while others are much more complicated. A specialist care-fees adviser will help you to compare and assess all your options before deciding which one is right for you.
Investing to pay for care Long term care annuities the equity in your home** Releasing **This is a lifetime mortgage or home reversion plan.
They will also be able to explain all the costs and risks involved with each option and should be able to help with other things too, like arranging your Will or a Lasting Power of Attorney.*
ACCREDITED LATER LIFE ADVISER
To understand the features and risks associated with such products, please ask for a personalised illustration.
Preserving your capital Safely passing on your wealth you & your Estate Protecting The value of an investment with St. James's
*Will writing and Powers of Attorney involve the referral to a service that is separate and distinct to those offered by St. James's Place and are not regulated by the Financial Conduct Authority.
Contact David Glenn Dip PFS your local
Place will be directly linked to the performance of the funds you select and the value can therefore go down as well as up. You may get back less than you invested.
Society of Later Life Adviser to make a personal appointment or visit
www.sjpp.co.uk/davidglenn Tel: 01942 236500
Mob: 07831 487332 Email: david.glenn@sjpp.co.uk David Glenn represents only St. James's Place Wealth Management plc (which is authorised and regulated by the Financial Conduct Authority) for the purpose of advising solely on the Group's wealth management products and services, more details of which are set out on the Group's website www.sjp.co.uk/products.
26
CHOOSING THE RIGHT HOME CARE AGENCY
About the agency
If you find it difficult to carry out personal care routines – such as washing or dressing – home care services can provide the extra support that you need. Home care services (also known as domiciliary care) provide carers or personal assistants who can visit you at home to help with a wide range of tasks
• Do you have a standard contract for work with private clients? Can we see a copy? • What are your hourly charges? Are there any minimum charges (such as a minimum number of hours per week)?
If you are considering using a home care agency Here is a list of questions you should ask a home care agency; ensure you get all the answers that you need.
• What happens on weekends and bank holidays? Is care provided? Is there an additional charge at these times? • How is payment required – by cheque, direct debit or some other way? How often is payment required? Monthly or weekly?
About the carers • Will I have a regular carer?
• What insurance do you have to protect my home, for example, in the case of damage to property, the carer making a mistake, or the carer having an accident in my home?
• What will happen if my regular carer is off sick? • What happens if a carer is unable to get to me because of adverse weather conditions or a traffic accident?
• How do you ensure quality of care is maintained? What are your quality assurance policies and procedures?
• How many different carers are likely to visit me? • What sort of training do the carers receive? Do they have an induction period? How often is their training updated?
• Who should I contact if I have problems with a carer or the service provided?
• What qualifications do they have?
• Is it possible to try you for a short trial period initially, to see how it works out?
• Will carers keep written records of the care that has been given, and accurate timesheets for me to sign?
Care Home & Home Care CQC Ratings By law, all care homes and home care agencies have to display the ratings the (CQC) Care Quality Commission gives them. They must display them in the places that people who use their services can easily see them. They must also show their ratings on their website, if they have one.
• Can copies of the records be sent to me if I want them?
About your needs • How will you match the most suitable carer to my needs?
• Outstanding: The service is performing exceptionally well. • Good: The service is performing well and meeting our expectations. • Requires improvement: The service isn’t performing as well as it should and we have told the service how it must improve. • Inadequate: The service is performing badly and we’ve taken action against the person or organisation that runs it.
• Will you be able to find carer(s) that can visit at the time I need care? • What happens if a carer and myself are incompatible? Could a different carer be requested? • What happens in the event of a medical emergency? Will the agency carer stay with my relative until help comes? Will they notify me of any problems? • How will carers get into my home if I cannot answer the door? How will that information be kept secure?
Travel Assist
Read their latest report: www.cqc.org.uk/content/ find-services-your-local-authority-area
Northwest Specialist in providing accessible transport for disabled & elderly people
For more information call 01254 773765 27
CHOOSING THE RIGHT CARE HOME
Care homes may be arranged through the local authority but many people will want to arrange them independently. It is a good idea to visit several homes before making a choice. Make sure you spend enough time in each home to get a good idea of what it is like.
COUNTRYWIDE
Choosing the right care home Choosing a care home is one of the most important decisions you’ll ever make. You need to make sure it’s got everything you need, in a place you’ll be happy, at a price you can afford.
Acorn House
When choosing a care home you need to recognise that your care needs are likely to increase over time.
Care Home B lac k bu rn
Choosing a care home
Whalley New Road, Roe Lee, Blackburn, Lancashire BB1 9SP. Tel: 01254 867107 email: acornhouse@cwch.com www.countrywidecarehomes.co.uk
• Make a shortlist of suitable care homes in your area that fall within your budget. • Request an information pack from the homes on your shortlist.
Acorn House provides residential and residential dementia care for 32 residents. The home has a spacious lounge and dining area, a quiet lounge, garden room and an outdoor patio area, all of which encourage a social and friendly atmosphere.
• Request a copy of their contracts and/or terms and conditions. • Make sure they have vacancies or establish how long their waiting list is.
Why not come and join us at Acorn House and live in style and comfort.
• The cost of care varies from region to region – you could save money by relocating. • Don’t forget to take into account additional costs that may not be covered in your residential fees, such as meals and day trips.
• Residential Dementia Care
• Residential Care
• Day Care
Choice of accommodation
• Check how much notice you need to give if you move out and how much notice you will be given if the home is to close.
The law says that where the local authority is funding accommodation it must allow the person entering residential care to choose which care home they would prefer. Social services must first agree that the home is suitable for the person’s needs and that it would not cost more than they would normally pay for a home that would meet those needs. If the person chooses to go into a more expensive home, a relative or friend may be able to ‘top up’ the difference in cost.
• If your funding is local-authority assisted, check that you pay the same rates as self-funders and find out whether a top-up payment is required. Check the care home’s official inspection report
How much is it going to cost? Care-home fees vary considerably around the country, but on average you should expect to pay approximately £28,500 a year for a residential care home and £37,500 if nursing care is required.
What your choices are A list of all nursing and residential care homes within your locality can be found on the following pages. Every care home in England must be registered with the national regulatory body Care Quality Commission (CQC). They inspect each care home on a regular basis and write an inspection report for you to read. It is advisable to read this report before making a final decision.
Your local council may be able to help with costs depending on your circumstances. Before visiting any care homes in person, you need to be very clear about what it is you’re looking for. Make a checklist of the things that are important to you, along with a list of questions to ask the managers and staff. Don’t be embarrassed – you’re about to make a life-changing decision.
To check up-to-date information on the Nursing and Residential care homes within your locality visit: www.cqc.org.uk 28
RESIDENTIAL, NURSING HOMES & DOMICILIARY Residential Homes
Address
Area
Postcode
Telephone
Nursing Homes
Address
Area
Postcode
Telephone
Domiciliary
Address
Area
Postcode
Data correct with CQC 29
Telephone
What to expect from a good home-care agency ...
Safeguarding adults from abuse
• Your care, treatment and support are set out in a written plan that describes what staff need to do to make sure you receive personalised care.
Every person has the right to live a life free of fear, be
treated with dignity, have their choices respected and not be forced to do anything against their will. Sadly, some vulnerable adults are subjected to abuse. It can happen anywhere and by anyone - that’s why we and our partner organisations work together to protect and safeguard vulnerable adults. The Care Act has made many of the local authorities responsibilities law and now means that safeguarding adults has a similar legal status as child protection.
• You, and your family and friends where appropriate, are actively involved in developing this plan and it reflects your personal choices. For example, you should be able to have a choice about who provides you with personal care, such as help with washing and dressing. • As your needs and preferences change, your plan is changed, and all those who need to know, like other services, are kept up to date. • The plan includes information about the whole of your life, including your goals, your abilities and how you want to manage your health. You may also have a health action plan. • If you need to visit hospital or use another service, staff plan this with you to make sure it goes as smoothly as possible.
What is abuse? Abuse and neglect can take many different forms. Some of the most common are: Institutional • Emotional • Financial Sexual • Physical • Discriminatory
• If you have any concerns or complaints, staff always take them seriously, investigate them thoroughly and respond to them in good time.
Who needs safeguarding? It is true that many people who need safeguarding help are often elderly and frail or with physical or learning disabilities, living on their own in the community or without much family support in care homes. Yet anyone who is unable to protect themselves from harm could fall victim to abuse.
What to expect from a good care home ...
What should you do if you think that an adult is being abused or is at risk of being abused? If you have any concerns please telephone Blackburn with Darwen Safeguarding Adults Board Tel: 01254 588955 Floor 4, 10 Duke Street, Blackburn BB2 1DH or visit our website: www.lsab.org.uk In an emergency always call the police on 999
• Your care, treatment and support are set out in a written plan that describes what staff need to do to make sure that you receive personalised care. • You, and your family and friends where appropriate, are actively involved in developing this plan. For example, you should be able to have a choice about who provides you with personal care, such as help with washing and dressing. • As your needs and preferences change, your plan is changed, and all those who need to know, such as your care staff, are kept up to date. • The plan includes information about the whole of your life, including your goals, your abilities and how you want to manage your health. You may also have a health action plan. • Staff work hard to prevent you from feeling lonely. They do this by helping you to keep in contact with your family and friends. • Staff also help you keep up your hobbies and get involved in the community if you want to. • If you need to visit hospital, staff plan this well with you to make sure it goes as smoothly as possible. • If you have any concerns and complaints, staff always take them seriously, investigate them thoroughly and respond to them in good time.
All safeguarding concerns raised will be assessed by experienced staff who will explore your concerns further, and where appropriate make decisions about what should happen next. Vigilance and action could protect a vulnerable person from harm or even save a life. 30
EXPRESSING COMPLAINTS & CONCERNS
Stage Two: If you are still not happy, you can raise the complaint with the Parliamentary and Health Service Ombudsman. The Parliamentary and Health Service Ombudsman (PHSO) Millbank Tower, Millbank, London SW1P 4QP
The right to complain or give feedback about an unsatisfactory service is a key consumer right. When should I complain? You should make your complaint as soon as possible. The NHS complaints procedure states that you should make your complaint within 12 months of either the event you are complaining about or as soon as the matter came to your attention. This time limit can be extended as long as the complaint can still be satisfactorily investigated so don’t let this prevent you from contacting NHS England about your complaint.
Tel: 0345 015 4033 Email: phso.enquiries@ombudsman.org.uk Web: www.ombudsman.org.uk The PHSO undertakes independent investigations into complaints alleging that government departments and other public bodies in the UK, including NHS England, have not acted properly or fairly or have provided a poor service.
If you are unsure of the complaints process, you can ask the provider to give you a copy of the complaints procedure for the service you are unhappy about. This will tell you who to contact, how they handle your complaint and how they will learn from your complaint.
How to complain about Hospitals Raise problems with the staff in the first instance. Each hospital also has a Patient Advice and Liaison Service (PALS), which is an impartial, open and confidential service for people who would like information and advice about services or help to resolve concerns or problems when they are using the NHS. They provide information about the NHS complaints procedure and how to get independent help if you decide you want to make a complaint.
Please note that service providers and commissioners welcome all feedback from clients. The same contact details can also be used if you are pleased with the Service(s) you have used.
How to complain about NHS treatment including:
The Patient Advice and Liaison Service
GPs, Dentists, Pharmacies and Opticians
Telephone: 0800 5872586
Stage One:
We are here during office hours, though we may be busy helping other people. If no-one is available to take your call please leave a message on our answer phone and we will ring you back. We aim to return all messages, where possible, within two working days.
You can either complain directly to the provider of the service through their processes e.g. to the Practice Manager at your GP Surgery or you can complain directly to the commissioner (funder) of the Service i.e. NHS England.
or in writing to: PALS Service, East Lancashire Hospitals NHS Trust, Royal Blackburn Hospital, Haslingden Road, Blackburn BB2 3HH
NHS England PO Box 16738, Redditch B97 9PT Tel: 0300 311 2233 (Monday to Friday 8am to 6pm, excluding English Bank Holidays) Email: england.contactus@nhs.net Please write ‘For the attention of the Complaints Manager’ in the subject line. Website: www.england.nhs.uk
Visit our website: www.elht.nhs.uk or via E-mail: PALS@elht.nhs.uk
Supporting you if you have a complaint
We can explain the complaints procedures of service providers in our area or refer you to our Independent Complaints Advocacy service.
Tel: 01254 504985 • Email: info@healthwatchbwd.co.ukk • www.healthwatchblackburnwithdarwen.co.uk 31
EXPRESSING COMPLAINTS & CONCERNS
If you think an NHS practitioner or Healthcare Provider has been guilty of professional misconduct, you can also complain to their professional or regulatory body.
How to complain about Adult Social Care Services? If your complaint is about an adult social care service provider, you can contact them directly. This will give the care service the chance to resolve any problem you may have and put things right for you.
The main healthcare professional regulators in England are:
However, if your complaint refers to an adult social care service funded by Blackburn Council, you can raise any concerns by the following ways: Going online at: www.blackburn.gov.uk Phone us on: 01254 585755 Write to us at: Blackburn with Darwen Borough Council (Adult Social Care Customer Care) Address: PO Box 478, Blackburn BB2 9BR
DOCTORS The General Medical Council. Tel: 0161 923 6602 Email: gmc@gmc-uk.org www.gmc-uk.org NURSES AND MIDWIVES The Nursing and Midwifery Council. Tel: 020 7637 7181 Email: newreferrals@nmc-uk.org www.nmc-uk.org
How to complain about Children’s, Young People and Family Services?
DENTISTS, DENTAL HYGIENISTS & DENTAL THERAPISTS The General Dental Council. Tel: 020 7167 6000 Email: information@gdc-uk.org www.gdc-uk.org
Going online at: www.blackburn.gov.uk Phone us on: 01254 585755 Write to us at: Children’s Services Department Room West 4A, The Exchange, Ainsworth Street, Blackburn BB1 6AD
DISPENSING OPTICIANS & OPTOMETRISTS The General Optical Council. Tel: 020 75803898 Email: goc@optical.org www.optical.org
Telephone: (01254) 666605/666698/666696 If you are not satisfied with the final reply you get from the care service or your local council, you have the right to ask the Local Government Ombudsman to investigate your complaint.
PHARMACISTS The General Pharmaceutical Council. Tel: 0203 713 7950 Email: concerns@pharmacyregulation.org www.pharmacyregulation.org
Local Government Ombudsman PO Box 4771, Coventry CV4 0EH Tel: 0300 061 0614 Use the on-line complaints form at: www.lgo.org.uk The LGO Website provides a range of detailed guidance on making a complaint.
OSTEOPATHS The General Osteopathic Council. Tel: 020 7357 6655 Email: contactus@osteopathy.org.uk www.osteopathy.org.uk
Care Quality Commission (CQC) The CQC checks that hospitals, care homes, GPs, Dentists and services in your home are meeting national standards. They do not investigate complaints, but they welcome feedback and concerns about health and social care services.
CHIROPRACTORS The General Chiropractic Council. Tel: 020 77135155 Email: enquiries@gcc-uk.org www.gcc-uk.org
CQC National Customer Service Centre Citygate, Gallowgate, Newcastle-upon-Tyne NE1 4PA Tel: 03000 61 6161 Use their on-line form: www.cqc.org.uk This Website also gives detailed guidance on how to complain. 32