Options Norfolk Winter 2025

OPTIONS Norfolk A guide to care and independent living

Leaving hospital What’s next?

Helping you return home safely

NHS

continuing healthcare Who’s eligible?

10 SOCIAL CARE

tips

Free services available for over 50s

Winter 2025/26

Contents

Meeting the mental health needs of older people in Norfolk........................................ 4-5 Be at Home - health and social care referrals...................................................................... 6 CQC Social Care top tips........................................................................................................ 7 Getting help........................................................................................................................... 8 Helping you return home safely........................................................................................... 9 Breckland Council: Supporting Our Community This Winter....................................... 10-11 East Coast Community Healthcare – Building Healthier Communities........................ 12-13 NHS continuing healthcare............................................................................................. 14-17 Personal budgets and direct payments.......................................................................... 18-21 Driving and using public transport if you have mobility issues........................................ 22 United Against Dementia.................................................................................................... 24 Free services available for over 50s..................................................................................... 26

Welcome and introduction

This guide is intended to help you, your carer and your relatives understand how your local health services can help you after discharge from hospital. Also information to help you to live independently or access support and care services in your area.

Read online

To view this guide online as an interactive ebook visit: www.octagon.org.uk/options/norfolk/winter2025

OCTAGON DE S IG N & M A R KE TING LTD

Every possible care has been taken to ensure that the information given in this publication is correct at the time of going to print. Whilst the publisher would be grateful to learn of any errors, it cannot accept any liability over and above the cost of the advertisement for loss there by caused. No reproduction by any method whatsoever of any part of this publication is permitted without prior written consent of the copyright owners.

Octagon Design & Marketing Ltd. Rossington Hall, Great North Road, Doncaster, South Yorkshire, DN11 0HR. Telephone: 01302 714528

Options Norfolk is published by Octagon Design and Marketing Ltd with editorial contributions from Great Yarmouth Borough Council, Broadland District Council, South Norfolk Council, Breckland Council, Borough Council of King’s Lynn & West Norfolk, Care Community Service, East Coast Community Healthcare, Age UK Norfolk, Alzheimer’s Society, the CQC and the NHS. The editorial contributors have not vetted the advertisers in this publication and accepts no liability for work done or goods supplied by any advertiser. Nor do the editorial contributors endorse any of the products or services.

ADVERTORIAL

S OPTION rfo No lk A guide to care and independent living

Leaving hospital

Winter 2025

With welcoming offices in Norwich, Lowestoft and Cromer, the company is rooted in the communities it serves, ensuring personalised, reliable support for people wishing to remain independent in the comfort of their own homes.

What’s next?

Helping you return home safely

NHS

continuing healthcare Who’s eligible?

10 SOCIAL CARE

tips

Free services available for over 50s

DESIGN PRINT SUPPORT

Founded in 2016, Cavell Healthcare has quickly become a trusted name in compassionate, community-focused homecare across Norfolk and Suffolk.

OCTAGON DESIG N & M ARK ET ING LT D

To advertise in this publication please call the sales team on 01302 714528 Rossington Hall, Great North Road, Doncaster, South Yorkshire DN11 0HR 01302 714528 | www.octagon.org.uk | info@octagon.org.uk

Every possible care has been taken to ensure that the information given in this publication is correct at the time of going to print. Whilst the publisher would be grateful to learn of any errors, it cannot accept any liability over and above the cost of the advertisement for loss there by caused. No reproduction by any method whatsoever of any part of this publication is permitted without prior written consent of the copyright owners.

Octagon Design & Marketing Ltd. Rossington Hall, Great North Road, Doncaster, South Yorkshire, DN11 0HR. Telephone: 01302 714528

Beyond high-quality homecare, Cavell Healthcare offers a range of enhanced services through Cavell Choice, the added care which is tailored to individual needs. These include reablement support with structured goal setting, helping people regain confidence and daily living skills, as well as professional hairdressing, hand and foot care, cutting edge digital care to provide monitoring and preventative interventions, providing more positive outcomes for clients.

ECCH purchased Cavell Healthcare in 2022 which has enabled Cavell Healthcare to offer new improved patient care and continue to raise the standard of home-based support across the region.

Options Norfolk is published by Octagon Design and Marketing Ltd with editorial contributions from Great Yarmouth Borough Council, Broadland District Council, South Norfolk Council, Breckland Council, Borough Council of King’s Lynn & West Norfolk, Care Community Service, East Coast Community Healthcare, Age UK Norfolk, Alzheimer’s Society, the CQC and the NHS. The editorial contributors have not vetted the advertisers in this publication and accepts no liability for work done or goods supplied by any advertiser. Nor do the editorial contributors endorse any of the products or services.

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Editorial content supplied by: Great Yarmouth Borough Council

Be at Home - health and social care referrals

Be At Home services are designed to help keep local people living safely in their own homes.

The services aim to: • help facilitate early discharge from hospital • prevent falls • prevent hospital admission through undertaking fast track home adaptations and/or providing a temporary Be at Home alarm and key safe Both services were developed by Great Yarmouth Borough Council, in partnership with the NHS Great Yarmouth and Waveney Clinical Commissioning Group and Norfolk County Council. Suffolk County Council and East Suffolk Council are also part of the partnership.

The services are only available to permanent residents in the borough of Great Yarmouth.

Be at Home alarms This is a complimentary short-term package aimed to assist in early hospital discharge or to prevent admission to hospital. The pack consists of a 24/7 Be at Home alarm with falls detector and a key safe. This helps to boost patient confidence when returning from hospital or following a fall or illness.

Access to both services is via a Be at Home electronic referral form (opens new window) from health and social care professionals only.

The services are only available to permanent residents in the borough of Great Yarmouth and the Waveney area (alarm service only).

Be at Home adaptations This project aims to undertake fast track adaptations to those vulnerable people who are most at risk of falls, readmission or hospital discharge who own or privately rent their property.

The types of works undertaken include installation of: • grab rails and banisters • half steps • shallow steps and level access doors

If you have any queries about the schemes, or to request password access to the referral system, please contact: Sue Atkins, Project Officer 01493 846673 Kerri Drew, BAH Officer 01493 846670 Paula Lee, BAH Officer 01603 846303 or by email referrals@great-yarmouth.gov.uk

The Care Quality Commission is here to make sure health and adult social care services including hospitals, home and residential care as well as GPs in England provide people with safe, effective, high-quality care.

We publish independent inspection reports and ratings about services – information you can use when you’re choosing care for yourself, or a loved one.

You can use our website to search for services you might be interested in by geographical area, or by specialism. For example, a care home that might offer specialist care for someone who has dementia.

We also welcome your feedback on the care you have received – good or bad. We use this information to help inform our inspections and can alert authorities including local social services, if there are safeguarding concerns about care being provided.

You can visit our website at www.cqc.org.uk to find our inspection reports, or share an experience of care.

You can also call us to share an experience of care on 03000 61 61 61.

Here are some tips to help you choose your care.

Social care Top tips 1

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The Care Quality Commission (CQC) registers all care homes and home care agencies. You can find out which ones support specific groups of people, such as people with a learning disability or those living with dementia.

CQC’s Chief Inspector for Adult Social Care, always uses ‘The Mum Test’: is a care home safe, caring, effective, responsive to people’s needs and well-led? In other words, is it good enough for my Mum (or anyone else I love and care for)?

Look for care homes and home care agencies where the staff involve people who use services and their families and carers, and treat individuals with compassion, kindness, dignity and respect.

Whether you are being cared for in your own home or in a residential setting, the staff looking after you need to be skilled, kind and supportive.

They should also be capable and confident in dealing with your particular needs. You should always feel that their support is helping you to live the life you want to.

A care home will be a home for you or your loved one. Residents should be treated as individuals with their likes and dislikes taken into account.

Think about whether a home is close enough to family, friends, and community facilities.

Look at how well-led and managed a home is. What does it have in place to ensure that it delivers high quality care? Does it promote meaningful activity and connect the home with the community?

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If you or a loved one needs help with day-today care, you can contact your local council’s social services department. They will ‘make an assessment of your needs’ and depending on circumstances, may be able to help you access financial help. For more advice visit Age UK’s website www.ageuk.org.uk/home-and-care.

If you would like to organise your care yourself, you can find a care worker or personal assistant through an agency. Your local social services department should be able to provide details of approved agencies.

CQC’s ratings will identify services as:

Outstanding ★ Good ● Requires improvement ● Inadequate ● This will help you make informed choices around your care.

Safeguarding adults who receive social care

10 is everybody’s business. If you are concerned about the safety of a loved one receiving care, contact the service provider in the first instance. You can also contact social services at your local council. If you feel a crime has been committed, contact the police.

You can share your safeguarding concerns with us on our website or contact our National Customer Services on 03000 616161.

The Care Quality Commission has not vetted the advertisers in this publication and accepts no liability for work done or goods supplied by any advertiser. Nor does the Care Quality Commission endorse any of the products or services.

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Editorial content supplied by: Broadland District Council and South Norfolk Council

Getting help The Help Hub works with partners to get you the right help, whatever the situation.

Help in your community You may be experiencing loneliness and isolation, have moved into a new area or you may simply want do new things and meet new people. The Help Hub can support you to access a range of support services, groups and activities in your local community. Contact us by completing a Request for Support online or calling 01508 533933/01603 430431.

Help and support to combat isolation is available from Better Together Norfolk, local groups and activities can be found on the Norfolk Directory.

Wellbeing and health The Help Hub can support you to access the right services or activities to support your physical and mental health and wellbeing. We work with a range of partners in health services and our communities.

There are lots of resources online that can help you to improve your wellbeing and health. You can find selfhelp guides and the self-referral form on the Norfolk and Suffolk Wellbeing Service website.

If you are caring for a family member, a friend or a loved one, there is advice and support available through Carers Matters Norfolk as well as from Adult Social Care.

The NHS provide lots of advice around healthy living which includes mental health, help to stop smoking and eating well; this can be accessed on the NHS pages.

We offer a number of programmes, including Broadly Active as well as a range of leisure and fitness services.

Advice specifically for young people can be found on the Young Minds website. Just One Norfolk has lots of information and guidance for children and parents.

Kooth is free and confidential chat service for young people to access support; they have a wealth of information that is available to access any time.

Carers support If you are caring for a family member, a friend or a loved one, there is advice and support available through Carers Matters Norfolk as well as from Adult Social Care.

Don’t forget that there are lots of support networks for specific conditions, for example Dementia UK and Arthritis Action, try searching online for a wealth of information.

Housing If your situation changes and you find yourself in need

of alternative housing, are made homeless, or require adaptations to enable you to remain within your home, we work with a number of partners who can help facilitate this.

Advice around housing and homelessness is available on the main housing webpages.

If your home needs some adaptations to ensure that is it safe then you might be able to receive support through our Disabled Facilities Grant.

Rented properties should be up to standard - if you’re concerned that the property you rent is not a safe environment or in good condition you can get advice from our Housing Standards Team.

Handyperson service Simple adaptions to the home can make a huge difference to the health and wellbeing of our older and most vulnerable residents.

Our handyperson service helps people to stay living independently in their homes for longer. We can help with hand rails, key safes, smoke alarms, works to prevent slips and falls and small home improvements which can improve people’s quality of life.

For our South Norfolk residents, please call 01508 505284 or email handyperson.snc@ southnorfolkandbroadland.gov.uk.

For our Broadland residents, please call our Housing Standards Team on 01603 430518 or email handyperson.bdc@southnorfolkandbroadland.gov.uk.

For both, a referral form can be completed online.

If your work is more urgent, or if you require more extensive home adaptations and improvements, then a variety of traders can be found through the Norfolk County Council’s Trusted Trader Scheme.

Get help To get help with any of these issues, or with any other problems visit: www.southnorfolkandbroadland.gov.uk

Editorial content supplied by: Borough Council of King’s Lynn & West Norfolk

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Helping you return home safely Careline Community Service, Part of the Borough Council of King’s Lynn & West Norfolk, is supporting vulnerable residents in West Norfolk through their digital switchover journey, offering SIM-based products which can be used on the go.

Landlines are changing and the UK’s PSTN telephone network is going digital by January 2027. Careline is working closely with key communication partners including BT, Openreach and Virgin Media O2, and the Local Government Association, to ensure customers experience a smooth transition from analogue to digital landlines. Telecare alarms are being upgraded to SIM-based, digital-ready units, including a new watch-based pendant, which do not need a landline.

We have been busy migrating our telecare users and over 60 per cent of our customers are now using digital telecare alarm units. We will contact all our customers but if you prefer to switch sooner, please speak to our team on the number below.

This work is vital in ensuring patients can go home from hospital feeling safe and secure.

Careline continues to work in partnership with the Rapid Assessment & Frailty and District Direct Teams at The Queen Elizabeth Hospital in King’s Lynn, assisting patients who are being discharged to return home safely. This work is vital in ensuring patients can go home from hospital feeling safe and secure, knowing that help is available at the press of a button. It also provides reassurance to friends and family members who are not always available or living in the local area.

Patients are assessed before being referred to this service, but once referred, set up is quick and easy, with no need for a landline. This enables patients to return home speedily where their recovery is likely to be quicker and hospital admissions can be reduced.

Contact us For more information on how Careline Community Service can help you to live safely and independently at home, please contact us on 01553 616200 (option 1), visit our website www.careline-cs.org.uk or follow us on Facebook, Twitter or LinkedIn.

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Editorial content supplied by: Breckland Council

Breckland Council: Supporting Our Community This Winter As the colder months set in, Breckland Council is working hard to ensure residents across our district have access to the help they need.

From energy-saving grants to mental health support, we’re proud to partner with local organisations to make a real difference. Here’s how we’re helping you stay warm, well, and supported this winter.

Warm Homes Fund – Lower Your Energy Bills Heating costs can be a real worry, but help is available. Through the Norfolk Warm Homes partnership, you may be eligible for grants to improve your home’s energy efficiency.

This includes: • Loft and cavity wall insulation • Air-source heat pumps • Solar panels • Other energy-saving measures These improvements can make your home warmer and reduce your bills.

Find out more: www.breckland.gov.uk/housing-grants/ warm-homes-fund

Citizens Advice – Expert Help with Money Matters These improvements can make your home warmer and reduce your bills.

We fund dedicated Debt Advisors at Norfolk Citizens Advice and the Diss and Thetford branches. They can help with: • Cost of living challenges • Debt solutions • Budgeting and mortgages • Benefits and pensions

Whatever your financial concerns, they’re here to support you.

Get advice today: www.citizensadvice.org.uk/debtand-money

Editorial content supplied by: Breckland Council

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Warm Packs – Stay Cozy This Winter Our Warm Packs are back! Each pack includes blankets, slipper socks, soup, hot chocolate, and other essentials to help you stay warm and well.

Find your nearest pick-up point: www.breckland.gov. uk/warmpacks

Over £100,000 invested in community groups across Breckland The latest round of community grants released by Breckland Council has brought the total invested into local groups in the last year to more than £100k. We reopened our Inspiring Communities Match Funding Grant Scheme last year, in partnership with Norfolk Community Foundation, to provide grants of up to £5,000 to local organisations and grassroots community groups.

The initiatives we’re helping to fund are tackling vulnerability and inequality across the district and improving people’s health and wellbeing.

The latest recipients include The Caring Together Charity in Swaffham, which was awarded £5,000 to help deliver counselling for unpaid family carers living in Breckland. Meanwhile, the Thetford Vineyard Church also received £5,000 to contribute to the operating costs of the Growkids project, a scheme that provides free clothing for children aged 0-11.

The Link and REST – Your Local Support Hubs

Each pack includes blankets, slipper socks, soup, hot chocolate, and other essentials to help you stay warm and well.

The Link in Breckland is a one-stop shop for mental health, housing, employment, training, finance, and community support. It brings together organisations such as Norfolk and Waveney Mind, Norfolk Citizens Advice, NHS Talking Therapies, Breckland Council, Boost Programme and Department for Work and Pensions under one roof.

We’ve recently launched a contact form (scan the QR code in this article) to make it even easier to get help.

Meanwhile, REST in Thetford offers a welcoming space to Recover, Eat, Support, and Talk, with mental health services and a café at Riverside Walk.

Learn more: • www.breckland.gov.uk/the-link • www.norfolkandwaveneymind.org.uk/rest-thetford

“The funding has been a lifeline for us to continue to serve residents of Breckland, providing second-hand clothing in a safe, warm space with play equipment for children, free refreshments and lots of support and signposting. We have had overwhelmingly positive feedback from everyone who uses the service, and it is heart-warming to see mums and dads coming together and offering support and guidance,” commented Victoria Bush, Senior Pastor and Growkids co-ordinator.

Other recent grant recipients include: • Dereham Baptist Church • St Nicholas Hospice Care • Age UK Norfolk • Dereham Meeting Point • The Joe Dix Foundation

We continue to welcome applications for the next round of funding, which is due to close on 4th December. Check eligibility and submit your bid via www.breckland.gov.uk/community/funding

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Editorial content supplied by: East Coast Community Healthcare CIC

East Coast Community Healthcare – Neighbourhood First East Coast Community Healthcare (ECCH) is a staff-owned social enterprise which has been providing NHS community services across Norfolk and Suffolk since 2011.

If you are at home recovering from a hospital stay or are being supported at home because your condition doesn’t require treatment in hospital, it’s likely you will have met some of ECCH’s nurses and therapists.

ECCH has four multi-disciplinary teams who offer personalised care in patients’ own homes. They are called Primary Care Home (PCH) teams and they support the four groups of GP practices which cover Lowestoft, Great Yarmouth and the northern villages, Gorleston and South Waveney. Each PCH is made up of clinicians from a wide range of disciplines including nurses, occupational therapists, healthcare assistants, physiotherapists and more - all working alongside colleagues from social care.

Intermediate Care ECCH also runs Intermediate Care Units at Beccles Hospital and at Carlton Court in Lowestoft, providing intense rehabilitation and reablement to patients who no longer need acute hospital care but are not yet well enough to return home. Minsmere Ward at Beccles includes 6 beds for patients requiring specialist palliative care which ECCH provides in partnership with St Elizabeth Hospice. Together they have supported more than 6,000 patients since the service was launched in 2019.

ECCH has a number of specialist services such as Speech and Language Therapy, Podiatry and Dietetics.

Improving access through digitisation ECCH has a number of specialist services such as Speech and Language Therapy, Podiatry and Dietetics, and much work has been done in recent years to create digital options to improve patient access to some of these services.

Investment in new technology has enabled ECCH to offer online appointment booking. Patients can now book, cancel and amend appointments with the Musculoskeletal (MSK) Physiotherapy team, and they can use an SMS text link for appointments with the Diabetes Service. Patients can be contacted with useful information, asked for feedback or invited to engagement sessions using these methods.

The Heart Failure and Cardiac Rehabilitation Services also offer patients use of an app. It’s called myHeart and it provides digital self-management tools to support their recovery from surgery. The teams can access patient-supplied data from the app so they can monitor patients’ progress and identify any issues.

ECCH is now investing in cutting edge monitoring technology which can be used in its in-patient units and for those who have been discharged from hospital. MiiCare is an innovative digital health platform designed to support older adults to live safely, independently and confidently at home. At its heart is Monica, an AI-powered conversational coach that provides friendly reminders, wellbeing prompts and round-the-clock companionship.

Working alongside discreet in-home sensors, MiiCare can monitor sleep, mobility, hydration and daily routines, building a detailed picture of a person’s wellbeing and identifying early signs of deterioration before they escalate. The system helps reduce avoidable hospital visits, missed medication, loneliness and missed appointments, while providing real-time evidence about how someone is coping to professionals and the person’s loved ones.

Editorial content supplied by: East Coast Community Healthcare CIC

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Investing in local neighbourhoods

In addition to its 700 staff, ECCH has more than 60 volunteers who play an invaluable role supporting its teams to enhance services for patients.

As a social enterprise, ECCH does not exist to make a profit. Instead, it uses any surplus resources to enhance its services and benefit local neighbourhoods. Digitisation is one example of this, as is supporting local causes through the East Coast Support Fund which sees staff nominating charities and community groups to receive funding for projects. Norfolk charity Nelson’s Journey, which supports bereaved children and young people, and Bike Active North Suffolk which delivers cycling sessions to less able adults, are some of the great causes which have received donations in recent months.

Volunteering In addition to its 700 staff, ECCH has more than 60 volunteers who play an invaluable role supporting its teams to enhance services for patients. Volunteers carry out roles such as providing company and conversation to patients at Beccles Intermediate Care Unit, delivering grocery essentials for patients recovering from surgery and making weekly telephone calls to chat with a patient to help them with their speech recovery.

Growing ECCH ECCH has diversified its business in recent years. In 2022 it bought the domiciliary care provider Cavell Healthcare because it felt the two businesses would complement each other and offer new ways to improve patient care. Since then, Cavell Healthcare

has gone from strength to strength, being awarded contracts with Norfolk County Council and opening new offices in Lowestoft and Cromer.

This year saw the launch of a new bespoke care package - Cavell Choice - aimed at empowering people to manage their health and maintain their independence at home through a focus on reablement and personalised care. This includes the use of Miicare technology to monitor clients’ health and activity, providing insights for Cavell’s care team who can respond quickly if the need arises.

To learn more about ECCH and how to access its services, visit www.ecch.org

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Editorial content supplied by: the NHS

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

Where can NHS continuing healthcare be provided?

NHS continuing healthcare can be provided in a variety of settings outside hospital, such as in your own home or in a care home.

Am I eligible for NHS continuing healthcare?

NHS continuing healthcare is for adults. Children and young people may receive a “continuing care package” if they have needs arising from disability, accident or illness that cannot be met by existing universal or specialist services alone.

Find out more about the children and young people’s continuing care national framework on GOV.UK

Your eligibility for NHS continuing healthcare depends on your assessed needs, and not on any particular diagnosis or condition.

You should be fully involved in the assessment process and kept informed, and have your views about your needs and support taken into account.

Carers and family members should also be consulted where appropriate.

A decision about eligibility for a full assessment for NHS continuing healthcare should usually be made within 28 days of an initial assessment or request for a full assessment.

If you are not eligible for NHS continuing healthcare, you can be referred to your local council who can discuss with you whether you may be eligible for support from them.

If you still have some health needs then the NHS may pay for part of the package of support. This is sometimes known as a “joint package” of care.

To be eligible for NHS continuing healthcare, you must be assessed by a team of healthcare professionals (a multidisciplinary team). The team will look at all your care needs and relate them to: • what help you need • how complex your needs are • how intense your needs can be • how unpredictable they are, including any risks to your health if the right care is not provided at the right time Your eligibility for NHS continuing healthcare depends on your assessed needs, and not on any particular diagnosis or condition. If your needs change then your eligibility for NHS continuing healthcare may change.

Information and advice The process involved in NHS continuing healthcare assessments can be complex. An organisation called Beacon gives free independent advice on NHS continuing healthcare.

Visit the Beacon website or call the free helpline on 0345 548 0300.

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Editorial content supplied by: the NHS

NHS continuing healthcare assessments Integrated care boards, known as ICBs (the NHS organisations that commission local health services), must assess you for NHS continuing healthcare if it seems that you may need it.

For most people, there’s an initial checklist assessment, which is used to decide if you need a full assessment. However, if you need care urgently – for example, if you’re terminally ill – your assessment may be fast-tracked.

For most people, there’s an initial checklist assessment, which is used to decide if you need a full assessment.

Initial assessment for NHS continuing healthcare The initial checklist assessment can be completed by a nurse, doctor, other healthcare professional or social worker. You should be told that you’re being assessed, and what the assessment involves.

Depending on the outcome of the checklist, you’ll either be told that you do not meet the criteria for a full assessment of NHS continuing healthcare and are therefore not eligible, or you’ll be referred for a full assessment of eligibility.

Being referred for a full assessment does not necessarily mean you’ll be eligible for NHS continuing healthcare. The purpose of the checklist is to enable anyone who might be eligible to have the opportunity for a full assessment.

The professional(s) completing the checklist should record in writing the reasons for their decision, and sign and date it. You should be given a copy of the completed checklist.

You can download a blank copy of the NHS continuing healthcare checklist from GOV.UK

Full assessment for NHS continuing healthcare Full assessments for NHS continuing healthcare are undertaken by a multidisciplinary team (MDT) made up of a minimum of 2 professionals from different healthcare professions. The MDT should usually include both health and social care professionals who are already involved in your care.

You should be informed who is co-ordinating the NHS continuing healthcare assessment.

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Editorial content supplied by: the NHS

The team’s assessment will consider your needs under the following headings: • breathing • nutrition (food and drink) • continence • skin (including wounds and ulcers) • mobility • communication • psychological and emotional needs • cognition (understanding) • behaviour • drug therapies and medicine

If you’re eligible for NHS continuing healthcare, the next stage is to arrange a care and support package that meets your assessed needs.

• altered states of consciousness • other significant care needs These needs are given a weighting marked “priority”, “severe”, “high”, “moderate”, “low” or “no needs”.

If you have at least 1 priority need, or severe needs in at least 2 areas, you can usually expect to be eligible for NHS continuing healthcare.

You may also be eligible if you have a severe need in 1 area plus a number of other needs, or a number of high or moderate needs, depending on their nature, intensity, complexity or unpredictability.

In all cases, the overall need, and interactions between needs, will be taken into account, together with evidence from risk assessments, in deciding whether NHS continuing healthcare should be provided.

The assessment should take into account your views and the views of any carers you have. You should be given a copy of the decision documents, along with clear reasons for the decision.

You can download a blank copy of the NHS continuing healthcare decision support tool from GOV.UK

Fast-track assessment for NHS continuing healthcare If your health is deteriorating quickly and you’re nearing the end of your life, you should be considered for the NHS continuing healthcare fast-track pathway, so that an appropriate care and support package can be put in place as soon as possible – usually within 48 hours.

Care and support planning If you’re eligible for NHS continuing healthcare, the next stage is to arrange a care and support package that meets your assessed needs.

Depending on your situation, different options could be suitable, including support in your own home and the option of a personal health budget.

If it’s agreed that a care home is the best option for you, there could be more than 1 local care home that’s suitable.

Your ICB should work collaboratively with you and consider your views when agreeing your care and support package and the setting where it will be provided. However, they can also take other factors into account, such as the cost and value for money of different options.

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Editorial content supplied by: the NHS

NHS continuing healthcare reviews

If your needs have changed, the review will also consider whether you’re still eligible for NHS continuing healthcare.

If you’re eligible for NHS continuing healthcare, your needs and support package will normally be reviewed within 3 months and thereafter at least annually. This review will consider whether your existing care and support package meets your assessed needs. If your needs have changed, the review will also consider whether you’re still eligible for NHS continuing healthcare.

Refunds for delays in NHS continuing healthcare funding

they should refund any care costs from the 29th day until the date of their decision.

If you’re not eligible for NHS continuing healthcare If you’re not eligible for NHS continuing healthcare, but you’re assessed as requiring nursing care in a care home (in other words, a care home that’s registered to provide nursing care) you’ll be eligible for NHS-funded nursing care.

ICBs will normally make a decision about eligibility for NHS continuing healthcare within 28 days of getting a completed checklist or request for a full assessment, unless there are circumstances beyond its control.

This means that the NHS will pay a contribution towards the cost of your registered nursing care. NHS-funded nursing care is available irrespective of who is funding the rest of the care home fees.

If the ICB decides you’re eligible, but takes longer than 28 days to decide this and the delay is unjustifiable,

Find out more about NHS continuing healthcare from NHS England.

Frequently asked questions about

NHS continuing healthcare

Q

I have a local authority support package that works well. I’m now eligible for NHS continuing healthcare – will my support package change?

If you’re concerned about changes to your care package because of a move to NHS continuing healthcare, your ICB should talk to you about ways that it can give you as much choice and control as possible. This could include the use of a personal health budget, with 1 option being a “direct payment for healthcare”.

Q

FAQ’s

Can I refuse an assessment for NHS continuing healthcare? If I refuse, will I be able to get services from my local authority?

Consent is not needed for completion of assessments (CHC Checklists, Decision Support Tools (inclusive of FNC by default) and Fast Track), or collation and sharing of information with: • Care Teams • Health and Social Care Staff But consent is needed to share personal information collected for, and as part of, assessments (Checklist, Decision Support Tool (inclusive of FNC by default) and Fast Track) with third parties, such as family, friends or representatives, at the beginning of the process.

There is a legal limit to the types of services that a Local Authority can provide. If you have any concerns about being assessed for NHS continuing healthcare, the ICB should explore your reasons for this, and try to address your concerns.

If someone lacks the mental capacity to consent to sharing of information with third parties (other than Care Teams or Health and Social Care Staff), the principles of the Mental Capacity Act will apply and a best interests decision may be needed.

Q

My relative is in a care home and has become eligible for NHS continuing healthcare. The ICB says the fees charged by this care home are more than they would usually pay, and has proposed a move to a different care home. I think a move will have a negative effect on my relative. What can we do?

If there’s evidence that a move is likely to have a detrimental effect on your relative’s health or wellbeing, discuss this with the ICB. It will take your concerns into account when considering the most appropriate arrangements.

If the ICB decides to arrange an alternative placement, they should provide a reasonable choice of homes.

Q

Is it possible to pay top-up fees for NHS continuing healthcare?

No, it is not possible to top up NHS continuing healthcare packages, like you can with local authority care packages.

The only way that NHS continuing healthcare packages can be topped up privately is if you pay for additional private services on top of the services you’re assessed as needing from the NHS. These private services should be provided by different staff and preferably in a different setting.

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Editorial content supplied by: the NHS

Personal budgets and direct payments You’ll be given a personal budget to spend if your local council decide you’re eligible for help with any social care and support you need. You can request an assessment from the council to establish your needs.

The money in your personal budget can be paid to you, to help you make more decisions about how it’s spent. This is known as a direct payment.

What is a personal budget?

Your personal budget is the amount of money your local council will pay towards any social care and support you need.

The amount of money in your personal budget is decided by your local council after a needs assessment to work out: • what kind of care and support you need • how much it will cost • how much you’re able to afford yourself

If you’re a carer, you may be entitled to receive a personal budget after having a carer’s assessment to see what might help make your life easier.

Carers and personal budgets If you’re a carer, you may be entitled to receive a personal budget after having a carer’s assessment to see what might help make your life easier.

A carer’s assessment is free and anyone over 18 can ask for one.

Choosing how to receive your personal budget

You can also choose a combination of these options.

For example, the council could arrange some of your care but send you the rest of the money. This is often called a mixed package or “mix and match”.

If the council manages your money The money in your personal budget will be spent for you by the council. They will arrange all your care and support based on your agreed care plan.

They still need to check you’re happy with the care they’re arranging for you.

If your money is paid to another organisation The organisation you choose, such as your care provider, will speak to the council and arrange the payments.

Sometimes other organisations charge you extra money to arrange payments from the council.

The benefits of direct payments Direct payments give you more flexibility over how your care and support is arranged and provided.

For example, you could choose to hire care workers or personal assistants who:

You can ask the council to either:

• are always the same people and available when you need them

• manage your personal budget for you

• speak the same language as you

• pay the money to another organisation – such as a care provider

• have experience working with your care needs

• pay the money directly to you or someone you choose – this is known as a direct payment

• are a specific person that has been recommended to you • can help you get to shops or social events

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Editorial content supplied by: the NHS

There are many ways you could choose to use the money. It’s your choice as long as you’re spending your personal budget on things that meet your agreed care plan.

Most councils will ask for evidence of how you’ve spent your money every 3 months.

When to consider other options You may decide direct payments are not helpful if:

You could also consider having someone else manage your direct payments, for example a friend or family member.

• you’re worried about managing money or the people you employ • you spend a lot of time in hospital • you would rather the council arranged your care If you’re not confident about keeping records or managing the people who care for you, your local council should be able to provide support.

You could also consider having someone else manage your direct payments, for example a friend or family member. You’ll need to set up a trust for payments that are managed by someone else.

The Money Advice Service has information about setting up a trust.

How to apply for direct payments You should be offered direct payments as an option after your needs assessment.

You can also ask your local council’s social services department about direct payments.

How direct payments work If you choose direct payments, the council will send you the money in your personal budget by either: • paying it directly into a bank, Post Office, building society or National Savings and Investments account • sending you a pre-paid card You can then choose how you spend the money on your own care and support, as long as it matches the care plan you’ve agreed with the council.

Signing a direct payment agreement The council might ask you to sign a document called a direct payment agreement. This says: • how the council want you to record your spending – for example, keeping receipts

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• your responsibilities as an employer - if you’re paying for a care worker If you spend direct payments on something that isn’t agreed in your care plan, the council could take the money back or end the direct payments.

If you’re struggling to manage your money Ask your local council for advice or call the Money Advice Service on 0800 138 7777.

If you want someone else to receive the direct payment You could speak to the council and agree for the money to be sent to someone who will spend it for you. For example: • a carer

When choosing an agency, decide what sort of service you’re looking for and the tasks you need help with.

• a friend or family member • someone else who speaks up for you (an advocate) You may need to write down how they will spend the money and which decisions they can make for you.

This is known as a decision-making agreement.

Employing your own carer or personal assistant If you decide to hire a carer or personal assistant yourself, it’s important to know the responsibilities you’ll have as an employer.

Although support from the council should be available, you may need to arrange:

• background checks or references • tax • National Insurance • pension contributions Read more about employing someone to work in your home on GOV.UK. Disability Rights UK also have more information on getting a personal assistant.

If you don’t want to become an employer You could choose to hire care workers through an agency instead. This removes the legal obligations of being an employer, but could: • cost you more money • remove some of the benefits - such as having the same person provide your care

How to research a care agency When choosing an agency, decide what sort of service you’re looking for and the tasks you need help with.

It’s a good idea to contact more than one agency, as they may offer different types of services.

You can find out about local home care agencies by: • speaking to your local council’s social services department • contacting the UK Homecare Association

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Editorial content supplied by: the NHS

There are also organisations that inspect care agencies to see how well they are doing. The Care Quality Commission (CQC) regulates all health and adult social care in England.

You might see a CQC inspection rating when you search online for care home agencies. Their 4 ratings are: • Outstanding • Good • Requires improvement • Inadequate You could also search for care home agencies on the CQC website to see their full reports.

Telephone helplines

It’s worth speaking to your council’s social services before making an official complaint to see if they can help.

You still have to the right to complain if you: • have been told you’re not eligible to receive money towards your care and support • don’t agree with the amount of money in your personal budget You could either: • speak to your social worker about being re-assessed • call your local council social services and request a complaints form Your council should also have a formal complaints procedure on its website.

If you would like support to help you manage your personal budget or direct payments, speak to your council or call:

If you’re not happy with the council’s response

• the Disability Rights UK personal budgets helpline on 0330 995 0404

• Age UK have a detailed fact sheet on personal budgets and direct payments in social care

• the Age UK advice line on 0800 055 6112 (for older people)

• The Money Advice Service has a guide to direct payments

NHS-funded nursing care NHS-funded nursing care is when the NHS pays for the nursing care component of nursing home fees. The NHS pays a flat rate directly to the care home towards the cost of this nursing care.

If you’re eligible for NHS-funded nursing care, the NHS will arrange and fund nursing care provided by registered nurses employed by the care home.

How to complain about personal budgets

Contact your Local Government Ombudsman. They investigate all adult social care complaints.

by registered nurses employed by the care home.

Services provided by a registered nurse can include planning, supervising and monitoring nursing and healthcare tasks, as well as direct nursing care.

Who is eligible for NHS-funded nursing care?

If you’re not eligible for NHS-funded nursing care and you don’t agree with the decision about your eligibility, ask your ICB to review the decision.

You may be eligible for NHS-funded nursing care if:

The cost of NHS-funded nursing care

• you’re not eligible for NHS continuing healthcare but have been assessed as needing care from a registered nurse

NHS-funded nursing care is paid at the same rate across England. In May 2022, the rate was set at £209.19 a week (standard rate) and will be backdated to 1 April 2022.

• you live in a nursing home

How will my needs be assessed?

You should be assessed for NHS continuing healthcare before a decision is made about whether you are eligible for NHS-funded nursing care.

Most people don’t need a separate assessment for NHS-funded nursing care. However, if you do need an assessment or you haven’t already had one, your integrated care board (ICB) can arrange an assessment for you.

If you moved into a care home before 1 October 2007, and you were on the previous high band, NHS-funded nursing care is paid at a higher rate.

In May 2022, the higher rate was set at £287.78 a week and will be backdated to 1 April 2022. You’re entitled to continue on this rate unless: • you no longer have nursing needs • you no longer live in a care home that provides nursing

Outcome of the assessment

• your nursing needs have reduced and you’re no longer eligible for the high band, when you would change to the standard rate of £209.19 a week, or

If you’re eligible for NHS-funded nursing care, the NHS will arrange and fund nursing care provided

• you become entitled to NHS continuing healthcare instead

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Editorial content supplied by: the NHS

Driving and using public transport if you have mobility issues If you’re older or disabled, there are ways to make it easier for you to use public transport or to drive.

You can get help: • using public transport • getting discounts on public transport • from the NHS with travel costs • finding community transport schemes • using taxis If you have mobility problems and you need a car to get around, you may be able to get help with costs and parking by: • discounted or free road tax

If you’re using public transport, it’s worth contacting the transport operator before you travel to make sure they’re able to provide the help you need.

• a Blue Badge parking permit • leasing a vehicle through the Motability scheme You can also find out about walking aids, wheelchairs and mobility scooters.

Using public transport All public transport has to be “accessible” so disabled passengers can use it. Public transport also has to accept guide dogs or assistance dogs.

If you’re using public transport, it’s worth contacting the transport operator before you travel to make sure they’re able to provide the help you need.

Buses and trains usually have priority seating for older people and people with disabilities. They also usually have space and wide doors for wheelchairs. Some buses, trains and trams are fitted with ramps.

Public transport in London London transport (trains, buses and river boats) is being upgraded to improve step-free access, to help with wheelchair access and avoiding stairs on Transport for London.

Staff at underground stations are also trained to help people move around the underground system – for example, by helping you use lifts instead of escalators and steps, and calling ahead to arrange for help at your destination.

Discounts on public transport Older people and people with disabilities can usually travel free on local buses anywhere in England between 9.30am and 11pm Monday to Friday, and at any time during the weekend and on bank holidays.

Some local councils offer free travel for longer, and some allow a companion to travel with you for free.

Find your local council on GOV.UK. Apply for an older person’s bus pass on GOV.UK or apply for a disabled person’s bus pass on GOV.UK. If you often travel by train, it’s probably worth checking the Disabled Persons Railcard website to see if you are eligible for a disabled persons railcard. This gives you, and a companion travelling with you, a third off the price of rail tickets.

Children aged 5 to 15 with disabilities are also eligible for a disabled persons railcard. This lets an adult travel with them for a third of the cost of most adult fares, while the child pays the normal child fare.

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Editorial content supplied by: the NHS

Road tax reductions You may also be able to get a reduction in your road tax, or not have to pay it at all.

Find out more on GOV.UK about financial help if you’re disabled, such as vehicle tax exemption and vehicle tax reduction.

Blue Badge disabled parking scheme You may be able to get a Blue Badge parking permit for your car.

This lets you park in disabled parking bays.

With a Blue Badge, you can: • park for free within certain times • park on single and double yellow lines • stay longer in on-street time-limited parking bays Blue Badge schemes are run by local councils. Most councils will let you apply for or renew a Blue Badge on GOV.UK.

NHS help with travel costs

Blue Badge holders can apply for a 100% Blue Badge discount for the London Congestion Charge, on the Transport for London website.

If you pay to travel to a hospital or other NHS setting for NHS-funded treatment or tests, you may be able to claim a refund of reasonable travel costs.

Community transport schemes These schemes provide transport to and from hospitals, GP surgeries, dentists, opticians and chiropodists and podiatrists.

Many areas offer a free “Dial-a-Ride” service, which gives you doorto-door transport if you can’t use normal buses.

Motability Scheme

Many areas offer a free “Dial-a-Ride” service, which gives you door-to-door transport if you can’t use normal buses.

The Motability Scheme lets you use your mobility allowance to lease a car, powered wheelchair or scooter. You can also pay extra for a more expensive vehicle.

You need to register for some schemes and you may have to pay. Carers may be able to travel with you for an extra charge.

You need to receive 1 of the allowances used on the scheme and have at least 12 months left on your award.

Check with your local council’s social services team whether there is a community transport scheme in your area.

The allowances used include:

Using taxis Taxi and private hire companies can provide wheelchair-accessible vehicles if you ask for one when you book.

Some councils give free taxi vouchers to people who find it difficult to use public transport.

Driving with mobility problems If you have mobility problems and you need a car to get around, you may be able to get help with costs and parking.

• the higher rate mobility component of Disability Living Allowance (DLA) for adults on GOV.UK • the enhanced rate of the mobility component of Personal Independence Payment (PIP) on GOV.UK • the War Pension Scheme: Mobility Supplement (WPMS) on GOV.UK • the enhanced rate mobility component of Armed Forces Independence Payment (AFIP), which you can claim on GOV.UK if you were injured while serving in the armed forces

United Against Dementia Alzheimer’s Society wants everyone affected by dementia to know that whoever you are, whatever you are going through, you can turn to them for support, help and advice.

Dementia Connect Dementia Connect, from Alzheimer’s Society, is a personalised support service for anyone with dementia, their carers, families and friends.

We understand that dementia affects everyone differently. So whether you, a loved one, a friend or neighbour needs dementia support, we’re here for you.

We’ll connect you to a whole range of dementia support, by phone, online and face to face. Our highlytrained dementia advisers can help people come to terms with their diagnosis and navigate the complicated maze of health and social care services.

It’s free, easy to access, and offers you the support you need. Whether it’s advice on legal documents, help understanding dementia or someone to talk to when things get tough, we’re here to help.

We can keep in touch with you to make sure you keep getting the support you need. And because we know it’s never easy to tell your story, you’ll only ever need to tell it to us once.

Phone support Our dementia advisers are available to talk to on the phone seven days a week. They will listen and give you the support and advice you need, including connecting you to help in your local area and online.

We can offer you the option of regular calls so we can keep in touch, to find out how you are and help when things change.

Support line opening hours* Monday – Wednesday: 9:00am – 8:00pm Thursday – Friday: 9:00am – 5.00pm Saturday – Sunday: 10:00am – 4:00pm

*Calls charged at standard local rate.

Online support Dementia Connect online support is available round the clock through our website. Answer a few simple questions about yourself, or someone you know, to get personalised, relevant information and advice. From guides on dementia to advice on making your home dementia friendly, get the information about the things that matter to you.

‘The Dementia Adviser was lovely and full of information.

Without Alzheimer’s Society and the Dementia Adviser we’d have nothing. She is a major networker and knows everything and everyone local. I feel in charge and empowered.’ Katherine, living with dementia

If you need further support, you can request a call from our dementia advisers, who should be in touch with you within a week. Our online support includes Talking Point, our online community where you can connect with others in a similar situation, and our Dementia Directory where you can search for local services.

Face to face support Where possible, our local dementia support workers can meet you in person to offer further support, advice and information. They will also connect you to other face to face services in your area, including local support groups.

Notes: Dementia Connect phone and online support is available wherever you live. As the service is new, some parts of the service may not be available in your area just yet.

How can you support Alzheimer’s Society?

1) Fundraising and events From Memory Walk and Cupcake Day to challenging yourself in marathons and treks. There’s plenty of ways you can get involved to help raise money. Search ‘get involved’ on alzheimers.org.uk

2) Donate Our dementia support services are made possible thanks to generous donations from the public. However, you don’t have to join an event or seek sponsorship to do this. Simply head to alzheimers.org.uk and donate what you can to unite against dementia.

3) Become a campaigner At Alzheimer’s Society, we work to amplify the voices of people affected by dementia, to create a world where they get the support and care they deserve. We can’t do this alone. Whether you have dementia, you have a personal connection to dementia or you want to stand with those who do. Together we can make a difference, register to become a campaigner at alzheimers.org.uk

“Dementia can and does affect so many families, including mine.

“My father was diagnosed with vascular dementia and Alzheimer’s disease in the summer of 2012.

He passed away in September 2018.

Get in touch If you are affected by dementia in and would like information and support, contact us: T: 0333 150 3456 W: alzheimers.org.uk/dementiaconnect E: dementia.connect@alzheimers.org.uk

“I wanted to do something to help raise awareness of the condition and tackle the stigma associated, so I reached out to Alzheimer’s Society to see if I could help. It gives me an enormous sense of pride being an Ambassador for Alzheimer’s Society and I feel like I’m making a difference.

“I have also personally enjoyed taking part in fundraising activities like Cupcake Day and Memory Walk, as there is a real sense of togetherness for a good cause.

“For anyone wanting to know how they can help, I’d say get involved. Whatever you can give, be that your time, voice or money, you’ll know you’ve made a difference to the lives of people affected by dementia.”

Meera Syal, actor and Alzheimer’s Society Ambassador

Registered office: 43-44 Crutched Friars, London EC3N 2AE. Registered charity no. 296645. A company limited by guarantee and registered in England no. 2115499

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Editorial content supplied by: Age UK Norfolk

Free services available for over 50s Age UK Norfolk is a local charity with over 75 years’ experience of delivering crucial services for older people in Norfolk.

Our dedicated team can assist you with a number of services including:

Information and Advice Our Information and Advice Help Line is open Monday-Friday 10am to 4pm and our trained advisors can offer guidance on a variety of issues including care assessments, cost of living, lasting power of attorney and local services in your area.

Our Advice team are also out and about in communities across Norfolk, find an event near you by checking our website: ageuk.org.uk/norfolk/activitiesand-events/

Welfare Benefits We provide free benefit checks to determine any entitlement to welfare benefits and further practical assistance with applying for benefits.

Advocacy Our Advocacy service empowers individuals over 50 to have their voices heard and to make informed decisions. We provide support in making phone calls, drafting letters, ensuring you receive fair treatment and never face inequality or discrimination.

We offer people aged 50+ companionship by phone with a friendly chatty call from a dedicated befriender.

Money M.O.T. Age UK Norfolk’s Money M.O.T service is designed to support and empower individuals 50+ in managing their finances effectively over a 6-month period. We focus on helping you Manage, Organise, and Thrive when it comes to financial matters. We will provide tailored support to strengthen your financial confidence, equipping you with the skills to independently handle your finances once our service concludes.

Digital Inclusion Our ‘Digital Inclusion’ project is a service for people over 50 who would like to learn how to

use their devices and get better connected. For example, downloading apps, online banking and shopping,emailing and connecting with family and friends.

Companionship Age UK Norfolk’s Companionship Services offer a friendly voice or a friendly face when it’s needed most. Whether it’s regular telephone chats, faceto-face visits at home, or support getting out and about with our travelling companionship service, we’re here to help older people feel connected, confident, and less alone.

For more information or to access any of our services, please call our team on 0300 500 1217, email advice@ageuknorfolk.org.uk MondayFriday 10am to 4pm, or visit our website www.ageuknorfolk.org.uk

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