Annual Review & Impact Statement
Alleviating Loneliness & Isolation
Building Resilience in Communities
2017-2018
Tackling Poverty & Inequalities
Foreword from the Chair, Vice Chair, and Chief Executive Welcome to our Annual Review and Impact Statement 2017-18. Reflecting on the work we have done in this year, it could probably be best summed up as a year of Transformation, and of Partnerships. We started the year progressing our Transformation Plan, streamlining the organisation, using our resources more efficiently and making our services more effective. This meant there were some difficult moments, we had to close our service provision at Douglas Tilbe House, which was a very sad experience. However, by working closely with our friends and colleagues, such as Age Concern Hatfield, we were able to ensure that all our clients found alternative services, which was the most important thing! We also said ‘Goodbye’ to some of our valuable and loyal staff, including Jan Gough, our Chief Executive, who so expertly guided us through the implementation of the Transformation Plan. During this year, Jan led the organisation to become the Lead Partner of nine organisations, who all came together to form the ‘Hertwise’ partnership. Hertswise offer Community Dementia Services across the County, and as you will see later in this Impact Report, it is a fabulous service. The partners work together, not only meeting the targets set by HCC, but exceeding expectation in many areas, ensuring that people with dementia, or mild cognitive impairment, along with their families and carers, are supported, whether as individuals, or as part of a social group. From July, our new Chief Executive, Deborah Paniagua took over the reins, just as we were about to enter into another Partnership, this time with six other organisations, to deliver the Hospital and Community Navigation Service. This is an exciting agenda linking the expertise of a number of partners to support vulnerable people in the community, working more closely with GPs across the county, as well as maintaining our links to the Hospitals with our Hospital Discharge work.
Trustee Chair, Penny Butler
Vice Chair, John Ellis
Chief Executive, Deborah Paniagua
Hospital and Community Navigation forms part of the wider Social Prescribing initiative and we are working closely with Hertfordshire County Council and both the East & North Herts’ and Herts Valleys’ CCGs to really make a difference in the community. We are privileged to be a part of this, as Hertfordshire is at the forefront of this exciting nationwide agenda. The statistics in this report showcase the impact we are making across each of our services, including the social value that our magnificent staff and volunteers contribute. Age UK Hertfordshire would not be able to provide the services we offer without our volunteers - older people across the county would be left without the support, and the friendly faces our volunteers provide, week-in and week-out. We hear a lot nowadays about loneliness, especially for the older generation, so we are very lucky to have such kind, and dedicated volunteers, who ensure that people are supported in so many ways, such as a friendly visit, or phone call each week. We have included a few snippets of the kinds of feedback we receive from our service users, their families or carers. It is lovely to think that people have taken time out of their busy days to acknowledge the service they have received. In the coming year we will continue to ‘transform’. After many years of struggling with an ancient IT system, some of the fruits of our ‘transformation journey’ have been reaped and a more up-to-date IT system put in - not state-of-the art yet - but a more reliable system for staff and volunteers to work with! But most importantly, we will continue to work in partnership with colleagues in the public, private and voluntary sectors, who can really help us improve the lives of older people, and ensure that older people in Hertfordshire are valued, able to live well and retain their independence throughout later life.
About Age UK Hertfordshire Age UK Hertfordshire is an independent charity working to improve later life for thousands of older people in Hertfordshire, today and in the future. We want to ensure that older people in Hertfordshire are valued, able to live well, and retain their independence throughout later life. Age UK Hertfordshire is one of the largest charities providing services to older people in Hertfordshire and has a high level of recognition among the statutory authorities, voluntary sector and the public. We are a brand partner of Age UK, able to use the Age UK brand in return for working to agreed quality standards. We exist to promote the wellbeing of all older people, and through a range of services, help to make later life in Hertfordshire a fulfilling and enjoyable experience. Age UK Hertfordshire works in partnership with statutory and voluntary organisations to help Hertfordshire move towards a vision for the future.
The Difference We Made | 2017-2018 From April 2017 to March 2018, we supported over 11,000 older people, including just under 1,000 carers and 9,000 new clients. We received over 15,000 referrals, and made over 62,000 contacts with local older people.
The social value of our work can be quantified as...
with 2,161 older people building supportive relationships
in supporting 4,000 clients to stay in their own homes
in enabling carers to engage with their own hobbies
85%
of Age UK Hertfordshire clients were highly satisfied with their service in 2017/18
with 200 older people supported to participate in the arts
Our Volunteers | 2017-2018 From April 2017 to March 2018, we were supported by 490 volunteers, who collectively provided over 100,000 hours of support to help older people in their local communities. We also welcomed 90 new volunteers to the Age UK Hertfordshire team. The social value of our work with volunteers can be quantified as...
with over 100,000 hours of volunteer support
y ’s S t o r c y Lu
We rely on volunteers to help us offer vital services in the local community. The time our volunteers give means that local people in later life receive the support they need.
in the improved physical health of our volunteers
with volunteers reporting improved life satisfaction
“I visit a 96 year old lady named Dee every week and we spend an hour chatting, and sharing memories. You may think to yourself; ‘What on earth do a 23 year old and 96 year old talk about?’ We have lots in common, and talk about our families, memories, life experiences, travels around the world, TV and films, cooking and lots more! I have made a best friend through Age UK Hertfordshire and I know that Dee feels the same.”
10 to 3 Clubs Whether its live entertainment, a day trip, or just a hot lunch enjoyed with new friends, Age UK Hertfordshire’s clubs for local older people offer something to look forward to each week. about the “I was talking couple of groups only a was saying days ago and I that I get how lucky I feel to come here.”
The social value of our work can be quantified as...
with 2,096 older people attending our day services throughout 2017-18
n Club a i s s A
More than
attendances at our 18 clubs
with 2,161 clients having regular social contact
with 400 clients taking part in regular dance activities
Age UK Hertfordshire also runs 10-3 Clubs that meet the specific social and cultural needs of Asian older people in the North of Hertfordshire. The clubs have been operating for the past 30 years, providing a safe environment for members (many of whom speak little English) to make new friends, socialise and access important information they may require to help them to continue to feel part of the community in their twilight years.
Clitheroe Health & Wellbeing Centre Situated in the heart of the local community, the Clitheroe Health and Wellbeing Centre in South Oxhey is a brilliant venue where older people can socialise, enjoy a hot lunch and take part in a range of activities. More than
attendances at the Clitheroe centre
chair based excercise sessions
entertainment sessions
Chalmers Court Day Centre Chalmers Court Day Centre in Rickmansworth provides a safe, caring, stimulating environment for older people in the local comunity living with dementia.
attendances, supporting people with dementia through a range of activities and outings
Chalmers “If it wasn’t for ould have Court, Mum w can’t thank given up... We gh... We got the staff enou ” our mum back.
A Day at Dunstable Downs Our Chalmers Court clients enjoyed a fabulous day out at Dunstable Downs! Everyone had a lovely lunch and spent time taking in the beautiful view and watching the gliders. The group finished the trip off with an ice cream and clients called it “a dream day”.
Working in Hertswise Dementia Support Hertswise is an innovative countywide service designed to support people living with dementia, low level memory loss or mild cognitive impairment as well as their loved ones and carers.
The social value of the partnership can be quantified as...
with 2,096 clients doing frequent gentle excercise
We supported more than
older people living with dementia
Over
referrals into the service
older people with dementia supported in their own homes
Partnership Hospital & Community Navigation The Hospital and Community Navigation service exists to help people who have recently left hospital, or those who have been referred by their GP or community groups. We offer practical and emotional support and connect people to the right services for their needs. By doing this, we help people maintain their independence at home, or in the community, Over Over for longer. contacts made with older people
300 emergency food parcels delivered to people in need
older people supported to remain independent
More than More than clients prevented from hospital admission or readmission
referrals received
Help in the Home Our carefully selected, caring Home Helpers help to maintain their clients’ independence by keeping their homes clean and tidy. They assist with general cleaning, laundry, changing bed linen, collecting shopping or prescriptions, dealing with post and preparing light meals. Clients can choose which tasks they want and visits are weekly or fortnightly. Over
Over
hours of support by our home helpers
new clients referred into the service
We provided
More than
older people supported in their homes
new home helpers recruited in 2017-18
The social value of our work can be quantified as...
in home services that reduce limitations of health on daily activities
individual visits
“Your profession alism shines through, from th e lovely ladies who answer the phon e, to Wendy, the kind and caring la dy that cleans for dad each week. W e feel very comfortable know ing dad is being well cared for, resp ected and looked after when we are not with him.”
Information & Advice Our countywide Information and Advice Team can help older people, their family and friends with a range of issues, including benefits advice, social care, housing, lasting powers of attorney, and much more. More than
Provided over
Handled over
clients supported with Lasting Powers of Attorney applications
home visits and 60 advice surgeries
queries from local older people across a range of concerns
“The service all ro und has been exceptio nal and we are very gratef ul that nothing is too muc h trouble. Profession al, friendly, caring.”u ble.
“We were very impr essed by the well-inform ed advice, reliability, and sensitive understa nding of our needs - very efficient and effec tive.”
The social value of our work can be quantified as...
with 306 clients engaged in neighborhood activities
in unclaimed benefits obtained with our help
with 400 older people supported to get online
InTouch
A unique emotional support line for older people dealing with overwhelming, traumatic or life changing issues such as bereavement or illness, whether mental or physical. More than
Over
referrals to the service
clients supported through depression, bereavement and anxiety
“Speaking with me see you has made n, and try that I can go o .” to be me again
ste n i n g E ar
A
“When we talk I feel normal.”
Li
issues addressed
* Names have been changed to protect privacy
Despite her own poor health, InTouch client Lorraine* had become a full time carer to her husband George* who lives with dementia and mental ilness. “Coping with mental illness or physical illness, it’s a very lonely place to be,” she says. When George was diagnosed with prostate cancer, Lorraine was at a low point, but our InTouch coordinator Jane was there to listen. Though Jane couldn’t solve all of her problems, Lorraine found that just talking was helpful: “When I was absolutely screaming inside, there was a calm voice who understood... I would like to extend my sincere thanks.”
Befriending Services Visiting Scheme Our face-to-face Befriending Service offers companionship through a weekly home visit; service users are matched to a volunteer who will be happy to share a joke, reminisce, and listen to any worries. Over
referrals made to the service
“I am enjoying ha ving a visitor on a Satu rday when previously I never saw anyone other than a carer. Maureen is a lovely person.” ble. Prof es-
visits made
“My volunteer has helped me so much... I ha ve started bingo agai n, Tai Chi, and gardenin g. She has encouraged m e to do that. She cheers m e up!”
hours of volunteer support
“My volunteer Jeff is really nice – he give s me something to look forward and we ta lk about different things... He makes me laugh” He is interesting and talk s about
Telephone Club
Our Telephone Befriending Service offers the chance to share a friendly chat on the telephone with a weekly call from one of our volunteers.
Over calls made to people who are experiencing loneliness or isolation
referrals into the service
hours of support from telephone volunteers
Intergenerational Work Victoria Jane School of Dance The local Victoria Jane Dance School in Watford has become a welcome source of support to our Clitheroe Health & Wellbeing Centre. Clients have enjoyed both visits and special performances from the very talented students. The young dancers have attended the centre several times over the years, showcasing a variety of styles - the most popular of which is usually rock n’ roll! The girls have also been kind enough to show our clients a few moves, such as the hand jive, so that students and clients could enjoy a dance together.
National Citizens Service Our team and clients at Clitheroe have enjoyed enormous support from the National Citizen Service (NCS), which is designed to empower young people of 15-17 years by helping them to build confidence and skills. In 2017-18, two groups of students chose to volunteer at our day centre. These exceptional young people focused their efforts into raising funds for the centre as well as planning and delivering two weeks’ of activities and exciting experiences for our clients.
Our Digital Reach
Fundraising Events & Campaigns #AGrandCause - Online Competition
Participants took a photo with a grandparent or grandchild and posted it to social media, alongside a donation of £2. The prize was a professional family photo shoot with AG Studios.
Hertford Theatre: Gangsta Granny
Age UK Hertfordshire volunteers and staff raised more than £900 at four showings of the stage adaptation of David Walliams’ Gangsta Granny!
Spring Raffle
This spring, we were given the opportunity to raise funds through Age UK National’s Spring Raffle. Tickets sold by Age UK Hertfordshire raised a total of £1917.50.
Acknowledgements We would like to thank each and every person and organisation who have supported us throughout the year. Whether that is a financial gift, or the gift of your time. We really couldn’t have achieved all of this without you!
Thank you! This publication was created using InDesign and Canva, and printed by InstantPrint. Age UK Hertfordshire is a charitable company limited by guarantee and registered in England (registered charity number 1116662 and registered company number 03539971). Registered Office is 1 Silver Court, Watchmead, Welwyn Garden City, Hertfordshire AL7 1LT