Healthwatch Signposting Directory 2015 2016 Issue 2

Your local spotlight on Health and Social Care in Walsall

Walsall

Health and Social Care Signposting Directory

Issue 2 July 2015

CONTENTS

Healthwatch Walsall 4 Getting Involved 5 NHS – Know your Rights!

6 Free NHS Health Check 8 The Care Act: What’s Changing and What’s Happening 10 Looking After Your Health 11 Patient Choice of GP Practice 13 GP Surgeries 14 Pharmacies 16 Dentists 18 Opticians 19 Social Care and Independent Living 20 Personal Health Budgets 24 NHS Care 25 Recognising Dementia 26 Recognising Mental Health and Support 27 Are You a Carer?

28 Care in Your Own Home 29 Choosing Between Residential Care and Independent Living 32 Nursing and Independent Living 33 Residential Care Costs 34 Residential and Nursing Care 37 Expressing Complaints and Concerns 38

Disclaimer This Directory has been compiled to signpost primary health and social care providers throughout Walsall.

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 Walsall nor HealthCare Publications can be held responsible for any errors or omissions.

All signposting services are up to date as of June 2015.

A note on advertising: We offer businesses the chance to reach potential customers via this publication. It is our intention to clearly indicate that an advertisement is being displayed and no endorsement or approval by the promoters of any product, service or supplier should be implied.

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

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HEALTHWATCH WALSALL

Healthwatch Walsall the public voice for health and social care users Healthwatch Walsall is independent, speaking for communities and individuals in Walsall. We can challenge commissioners and providers to make improvements important to people and support them in promoting best practise. We also help individuals understand what choices are available to them and help them to get information and advice.

What we do: Working on the issues that matter

We listen to the concerns and aspirations of Walsall people to find out their experiences and ensure that they are used to inform decisions made about their services.

Healthwatch Walsall’s Assembly has identified key areas for review in its’ work plan over the coming months and has been developing its’ work programme to ensure that these issues are explored thoroughly and the public are able to have their say.

Healthwatch Walsall’s main objective is to engage with the public to find out the issues that matter most to them. We hold and attend meetings and events around the Borough and work with partners to ensure that we reach different sections of community.

Three workstreams have been set up to oversee this work, as follows:

We collect views and opinions through dialogue and through surveys. This enables us to build an evidence base to speak for the public.

• GP Performance

To look at the performance of GP Practices across Walsall and patient satisfaction with GP services.

We work constructively with commissioners and providers of services to ensure that the issues we raise are responded to and have an impact on the way services are delivered in Walsall.

• Integration of Health and Social Care

To look at the extent to which health and social care services are integrated from the service users’ point of view and where improvements could be made. A particular focus is on preventing and reducing periods of hospitalisation and a review of the hospital discharge process.

Healthwatch Walsall has: • The power to require information from service providers and commissioners.

• The right to carry out Enter and View visits to services and make recommendations for improvements.

• Accident and Emergency and Urgent Care

• The power to report concerns to the Care Quality Commission and/or Healthwatch England.

• The role of statutory consultee when changes are proposed by providers or commissioners.

To look at issues relating to patient experience of Emergency and Urgent Care services and the extent to which experiences match the needs and expectations of patients and the public.

We also have a sub group picking up legacy work examining the consistency and quality of care in Care and Nursing Homes. The Social Care group is gathering service user opinion to highlight issues of concern and examples of good practise, by working in partnership with commissioners and providers.

• A place representing the public voice on the local Health and Wellbeing board alongside Walsall Council, Walsall Clinical Commissioning Group and NHS England.

4

GETTING INVOLVED

We can make a difference, but we can’t do it without your feedback Your feedback can make a difference Everyone who uses health and social care services has the right to expect a high standard. In order to help those organisations achieve these standards, we need your help. That’s why we actively encourage and welcome your feedback.

We will summarise your feedback and provide it to the organisations that deliver our health and social care services in Walsall, so they can get a clear picture of your experiences when using the services they provide. This will help them encourage and reward good practice, as well as identify and rectify any problems you may encounter. Your voice really could make a difference.

Three ways you can get involved in Healthwatch Walsall’s work: You could be a Supporter If you just want to know what’s going on in health and social care locally and want to be kept informed or occasionally come to meetings on topics that interest you.

You can review as many services as you like, and if you use a service on more than one occasion you can leave feedback each time you visit. We will ask you for a little information about yourself when you leave a review, but if you prefer you can leave a review anonymously.

You can join our mailing list, to be kept informed of events and activities, and to take part in surveys and give your views. You will be entitled, but not required, to attend assembly meetings and can participate in discussions, or join sub groups looking at specific health or care services which are of interest to you.

Tell us when things are going well and when they’re not, so we can do something about it. You can do this on our website by submitting a review of your experience, or contact us by telephone on 01922 614144 or by email at info@healthwatchwalsall.co.uk

You could be a Volunteer and help to: • Publicise our work • Meet people to talk about their experiences • Visit care homes and other health or care establishments to check standards of care and services (training will be provided) • Tell people about Healthwatch Walsall • Ask people’s opinions • Take part in events, helping us to promote Healthwatch Walsall • Other activities depending on your skills and interests

To get involved: Call Healthwatch Walsall on 01922 614144 or email to info@healthwatchwalsall.co.uk We will send you an information pack with additional information about Healthwatch Walsall.

It is only with your support that Healthwatch Walsall can make a difference to the quality of local services.

You could become an Assembly Member 1. Have you been volunteering to work with health or care providers trying to improve services?

2. Can you commit to attending monthly evening meetings to share your experiences and opinions?

Anyone can get involved with Healthwatch Walsall.

Healthwatch Walsall The Hub, 17 Lichfield Street Walsall WS1 1TU

As an Assembly Member you can help to set our priorities and plan our work. You will have some responsibilities and a commitment to attend and participate in meetings. You will need to show that you have a record of attendance and participation in similar meetings or groups elsewhere.

Email: info@healthwatchwalsall.co.uk Website: www.healthwatchwalsall.co.uk J @HWWalsall I Healthwatch Walsall 5

NHS - KNOW YOUR RIGHTS!

You have the right to expect your NHS to assess the health requirements of your community and to commission and put in place the services to meet those needs as considered necessary, and in the case of public health services commissioned by local authorities, to take steps to improve the health of the local community.

Everyone has the right to information and education about how to take care of themselves and what they are entitled to within the health and social care system.

Healthwatch Walsall helps individuals to gain access to, understand, and use information to promote and maintain good health and make the best use of local services and care support.

You have the right, in certain circumstances, to go to other European Economic Area countries or Switzerland for treatment which would be available to you through your NHS commissioner.

We can: • Explain your rights and what standards to expect from services

You have the right not to be unlawfully discriminated against in the provision of NHS services including on grounds of gender, race, disability, age, sexual orientation, religion, belief, gender reassignment, pregnancy and maternity or marital or civil partnership status.

• Help you find out about funding for health and social care • Help you to access services and find your way through care ‘pathways’ – find the right service for you • Put you in touch with Support Groups, Voluntary and Community Organisations

You have the right to access certain services commissioned by NHS bodies within maximum waiting times, or for the NHS to take all reasonable steps to offer you a range of suitable alternative providers if this is not possible.

• We can register your concerns and provide information on making complaints • Pass on your reports of excellent services and care

You have the right to be treated with a professional standard of care, by appropriately qualified and experienced staff, in a properly approved or registered organisation that meets required levels of safety and quality.

• If you need advocacy we can refer you to the Independent Complaints Advocacy (ICA) You have the right to receive NHS services free of charge, apart from certain limited exceptions sanctioned by Parliament.

You have the right to expect NHS bodies to monitor, and make efforts to improve continuously, the quality of healthcare they commission or provide. This includes improvements to the safety, effectiveness and experience of services.

You have the right to access NHS services. You will not be refused access on unreasonable grounds.

You have the right to be treated with dignity and respect, in accordance with your human rights.

You have the right to have any complaint you make about NHS services acknowledged within three working days and to have it properly investigated.

You have the right to discuss the manner in which the complaint is to be handled, and to know the period within which the investigation is likely to be completed and the response sent.

You have the right to accept or refuse treatment that is offered to you, and not to be given any physical examination or treatment unless you have given valid consent. If you do not have the capacity to do so, consent must be obtained from a person legally able to act on your behalf, or the treatment must be in your best interests.

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NHS - KNOW YOUR RIGHTS!

You have the right to be given information about the test and treatment options available to you, what they involve and their risks and benefits.

You have the right to compensation where you have been harmed by negligent treatment.

You have the right to choose the organisation that provides your NHS care.

You have the right of access to your own health records and to have any factual inaccuracies corrected.

With all the changes to health and care services it’s not always clear where you should go to report an urgent issue, to make a complaint, or for further information.

You have the right to privacy and confidentiality and to expect the NHS to keep your confidential information safe and secure.

Healthwatch Walsall can help you find the right services to suit your needs through our Information and Signposting Service.

You have the right to be informed about how your information is used.

You have the right to request that your confidential information is not used beyond your own care and treatment and to have your objections considered, and where your wishes cannot be followed, to be told the reasons including the legal basis.

We cannot give you advice or make specific recommendations but we can help you make an informed decision in finding the right health and social care service whether it is provided by the NHS, the Council or a voluntary or community organisation.

You have the right to choose your GP practice, and to be accepted by that practice unless there are reasonable grounds to refuse, in which case you will be informed of those reasons.

Contact Us: Office telephone: 01922 614144

You have the right to express a preference for using a particular doctor within your GP practice, and for the practice to try to comply.

Write to us at: Healthwatch Walsall The Hub, 17 Lichfield Street Walsall WS1 1TU

You have the right to make choices about the services commissioned by NHS bodies and to information to support these choices.

Email us at: info@healthwatchwalsall.co.uk

You have the right to be involved in discussions and decisions about your health and care, including your end of life care, and to be given information to enable you to do this. Where appropriate this right includes your family and carers.

Visit our website: www.healthwatchwalsall.co.uk

J @HWWalsall I Healthwatch Walsall

You have the right to be kept informed of progress and to know the outcome of any investigation into your complaint, including an explanation of the conclusions and confirmation that any action needed in consequence of the complaint has been taken or is proposed to be taken.

You have the right to take your complaint to the independent Parliamentary and Health Service Ombudsman or Local Government Ombudsman, if you are not satisfied with the way your complaint has been dealt with by the NHS. You have the right to make a claim for judicial review if you think you have been directly affected by an unlawful act or decision of an NHS body or local authority.

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FREE NHS HEALTH CHECK

Who is it for?

Everyone is at risk of developing heart disease, stroke, diabetes, kidney disease, and some forms of dementia. The good news is that these conditions can often be prevented – even if you have a history of them in your family. Have your free NHS Health Check and you will be better prepared for the future and be able to take steps to maintain or improve your health.

The NHS Health Check scheme is available across Walsall.

If a person is aged between 40 and 74 and hasn’t already been diagnosed with heart disease, diabetes, kidney disease, or had a stroke, they may be invited by their GP for the NHS Health Check by letter, text or they may be offered the NHS Health Check when they are at their GP for another reason.

Why do I need an NHS Health Check?

We know that your risk of developing heart disease, stroke, type 2 diabetes, kidney disease, and dementia increases with age. There are also certain things that will put you at even greater risk.

These are: • Being overweight • Being physically inactive • Not eating healthily • Smoking • Drinking too much alcohol • High blood pressure • High cholesterol Both men and women can develop these conditions, and having one could increase your risk of developing another in the future.

• In the brain a blocked artery or a bleed can cause a stroke • In the heart a blocked artery can cause a heart attack or angina

Helping you prevent heart dis eas e, s troke, diabetes , kidney dis eas e and dementia

• The kidneys can be damaged by high blood pressure or diabetes, causing chronic kidney disease and increasing your risk of having a heart attack • Being overweight and physically inactive can lead to type 2 diabetes • If unrecognised or unmanaged, type 2 diabetes could increase your risk of further health problems, including heart disease, kidney disease and stroke

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FREE NHS HEALTH CHECK

Even if you’re feeling well, it’s worth having your NHS Health Check now.

We can then work with you to lower your chances of developing these health problems in the future.

Questions you may have Why do I need this check? I feel fine!

The NHS Health Check helps to identify potential risks early. By having this check and following the advice of your health professional, you improve your chances of living a healthier life.

What happens at the check?

This check is to assess your risk of developing heart disease, type 2 diabetes, kidney disease, and stroke.

But don’t these conditions run in the family?

If you have a history of heart disease, stroke, type 2 diabetes, or kidney disease in your family then you may be more at risk. Taking action now can help you to prevent the onset of these conditions.

• The check will take about 20-30 minutes • You’ll be asked some simple questions. For example, about your family history and choices which may put your health at risk

I know what I’m doing wrong.

How can the doctor help me?

• We’ll record your height, weight, age, sex and ethnicity

If you would like help, we will work with you to find ways to eat healthily, reach your healthy weight, be more active, cut down your drinking, or stop smoking.

• We’ll take your blood pressure • We’ll do a simple blood test to check your cholesterol level

If I am assessed as being at ‘low risk’, does this mean I won’t develop these conditions?

What happens after the check?

We will discuss how you can reduce your risk and stay healthy.

It is impossible to say that someone will or won’t go on to develop one of these conditions.

But taking action now can help you lower your potential risk.

• You’ll be taken through your results and told what they mean. Some people may be asked to return at a later date for their results

Will everyone have this check?

• You’ll be given personalised advice on how to lower your risk and maintain a healthy lifestyle

This check is part of a national scheme to help prevent the onset of these health problems.

Everyone between the ages of 40 and 74 who has not been diagnosed with the conditions mentioned will be invited for a check once every five years. If you are outside the age range and concerned about your health, you should contact your GP.

• Some people with raised blood pressure will have their kidneys checked through a blood test • Some people may need to have another blood test to check for type 2 diabetes. Your health professional will be able to tell you more • Treatment or medication may be prescribed to help you maintain your health

Helping you prevent heart dis eas e, s troke, diabetes , kidney dis eas e and dementia 9

THE CARE ACT: WHAT’S WHAT’S UNDERSTANDING THECHANGING CARE ACTAND - NEW LAW HAPPENING APRIL 2015

Care and support is changing for the better Care and support in England is changing for the better. The new Care Act will help make care and support more consistent across the country and councils will have a greater responsibility for looking after people’s wellbeing.

The Care Act is a new law about care and support for adults in England that will come into force in April 2015, making one new law saying what people can expect and what local authorities will have to do.

The number of people in England who have health problems requiring both health and social care is increasing.

For example, in the next 20 years, the percentage of people over 85 will double. This means there are likely to be more people with ‘complex health needs’ - more than one health problem - who require a combination of health and social care services.

The Care Act has created a single, modern law that makes it clear what kind of care people should expect. The new Care Act will further this by ensuring that all organisations locally, and nationally, work together to fully support a person’s overall wellbeing. If you receive care and support, or you support someone as a carer, you could benefit from the changes.

Care and support and you

Getting the right care and support

Most local authorities have had a one size fits all approach to care. The focus has been on what disabilities someone has, or what services the local authority can provide, rather than on the individuals needs.

Health and social care needs assessments are changing. Greater emphasis will be placed on your physical, psychological and emotional wellbeing including what is important to you and your family to help you to maintain your independence and connect with your local community.

For the first time, the Act provides people with a legal entitlement to a personal budget, which is an important part of their care and support plan. The personal budget must be included in every plan, unless the person is only receiving intermediate care or reablement support to meet their identified needs.

Your plan, your decisions If you receive care and support you will be more in control of decisions that affect you and in putting together a care plan tailored to your needs. You will also have more control over how the money for your care is spent. You will know how much it will cost to meet your needs and how much the local authority will contribute towards the cost.

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THE CARE ACT: WHAT’S CHANGING AND WHAT’S HAPPENING

How does the care act benefit carers?

Safeguarding adults from abuse 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.

Currently, carers don’t have a legal right to receive support, although local authorities can provide support at their discretion. This means that access to assessment and the range of support on offer can vary considerably.

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.

The Care Act gives local authorities a responsibility to assess a carer’s needs for support, where the carer appears to have such needs. This replaces the existing law, which says that the carer must be providing “a substantial amount of care on a regular basis” to qualify for an assessment.

This will mean more carers are able to have an assessment. The local authority will assess whether the carer has needs and what those needs may be.

This assessment will consider the impact of caring on the carer. It will also consider the things that a carer wants to achieve in their own day-to-day life. It must also consider other important issues, such as whether the carer is able or willing to carry on caring, whether they work or want to work, and whether they want to study or do more socially. If both the carer and the person they care for agree, a combined assessment of both their needs can be undertaken.

What is abuse?

Abuse and neglect can take many different forms.

Some of the most common are: Institutional Emotional Financial Sexual Physical Discriminatory

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.

Adults caring for disabled children An adult caring for a disabled child can get support through children’s services. This is usually the best way to meet their needs, so they are not covered by this Act.

What should you do if you think that an adult is being abused or is at risk of being abused?

However, there is provision in the Act for an adult carer of a disabled child to ask for an assessment of their caring needs before the child reaches 18. When a local authority carries out such an assessment, it has the power to provide support to the carer, even though they are caring for a child, rather than an adult. This would, for example, enable a local authority to provide support that is available through an adult carers’ centre.

If you have any concerns please contact us in confidence Telephone: 0300 55 2922 Textphone: 0845 111 2910 Email: initialintake@walsall.gov.uk or visit our website: www.walsall.gov.uk/adultabuse In an emergency always call the police on 999

The Care Act and young carers The Care Act does not deal with the assessment of people under the age of 18 who care for others.

However, young carers can be supported under the law relating to children. The Children and Families Act gives young carers (and parent carers) similar rights to assessment as other carers have under the Care Act.

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.

To view The Children and Families Act in further detail please visit:

Vigilance and action could protect a vulnerable person from harm or even save a life.

www.legislation.gov.uk/ukpga/2014/6/contents/enacted 11

LOOKING AFTER YOUR HEALTH

Walsall Clinical Commissioning Group (CCG) is a clinically led organisation, formed during 2012 as part of the changes brought about in the NHS under the Health and Social Care Act. Walsall CCG is now responsible for buying and managing the majority of healthcare services for the borough.

Walsall CCG’s long-term priorities are to: • Prevent people from dying prematurely • Enhance quality of life for people with long-term conditions

Walsall Healthcare NHS Trust provides local general hospital and community services to around 260,000 people in Walsall and the surrounding areas.

• Help people to recover from episodes of ill- health, or following an injury • Ensure people have a positive experience of care

We are the only provider of NHS acute care in Walsall, providing inpatient and outpatient services at the Manor Hospital as well as a wide range of services in the community.

• Treat and care for people in a safe environment, and protect them from avoidable harm.

By 2016 we aim to have made an effective contribution to achieving goals set within the local health and wellbeing strategy and, specifically, to have:

Walsall Manor Hospital houses the full range of district general hospital services under one roof.

The £170 million development of our Pleck Road site was completed in 2010 and the continued up-grading of existing areas ensures the Trust has state of the art operating theatres, treatment areas and equipment.

• Reduced health inequalities and maintained recent improvements in life expectancy • Established a consultation-led approach to local commissioning

We provide high quality, friendly and effective community health services from some 60 sites including health centres and GP surgeries. Covering Walsall and beyond, our multidisciplinary services include rapid response in the community and home-based care, so that those with long term conditions and the frail elderly, can remain in their own homes to be cared for.

• Encouraged a third sector that actively supports high-quality health and social care services that bring about tangible improvements • Empowered patients by giving them greater access to personalised commissioning.

The Trust’s Palliative Care Centre in Goscote is our base for a wide range of palliative care and end of life services. Our teams, in the centre and the community, provide high quality medical, nursing and therapy care for local people living with cancer and other serious illnesses, as well as offering support for their families and carers.

Contact us: Walsall Clinical Commissioning Group Jubilee House, Bloxwich Lane, Walsall WS2 7JL Telephone us: 01922 618388 E-mail us: getinvolved@walsall.nhs.uk Website: www.walsallccg.nhs.uk

Our extensive Lifestyle Management service provides smoking cessation, drug and alcohol support, a Physical Activity team and a Health Training service. Working with all areas of the Trust, the team ensure lifestyle management features across our range of healthcare services.

Contact us: Walsall Healthcare NHS Trust Walsall Manor Hospital, Moat Road, Walsall, WS2 9PS Telephone us: 01922 721172 www.walsallhealthcare.nhs.uk 12

PATIENT CHOICE OF GP PRACTICES

During 2012 and 2013, the Department of Health ran a pilot scheme to explore how patient choice of GP practice could be expanded. The Patient Choice Scheme pilot was available in different parts of England and offered patients new ways of accessing GP services outside their GP practice’s boundary area.

What to consider when registering with a GP practice further away You may wish to join a GP near work or remain registered with your old GP following a move. The new arrangements make this possible; however, there are a few things to consider.

Because of the greater distance to your home, the GP you register with is under no obligation to offer you a home visit. If you are not well enough to go to the practice yourself then other arrangements will have to be made. NHS England (the body responsible for buying GP services) has to ensure that you are able to access a service either near your home or at home. When you register with a practice away from home you will be given information about what you should do in those circumstances.

As a result of this scheme, and following changes to GP contracts, all GP practices in England will be free to register new patients who live outside their practice boundary area from January 2015.

This means that you are able to join practices in more convenient locations, such as a practice near your work. The idea is to provide you with greater choice and to improve the quality of GP services over time, as GPs providing a good service are naturally more popular. These new arrangements are voluntary for GP practices. If the practice has no capacity at the time or feels it is not clinically appropriate or practical for you to be registered so far away from home then they can still refuse registration. The practice should explain their reason to you in detail.

What to expect from your GP GPs look after the health of people in their local community and deal with a whole range of health problems. They also provide health education, offer advice on smoking and diet, run clinics, give vaccinations and carry out simple surgical operations.

GPs usually work in practices as part of a team, which includes nurses, healthcare assistants, practice managers, receptionists and other staff.

Practices also work closely with other healthcare professionals, such as health visitors, midwives, and social services. You would normally see GPs or other healthcare professionals at their premises (surgery). Some operate from more than one building. If your GP cannot deal with a problem then you’ll usually be referred to a hospital for tests, treatment, or to see a consultant with specialist knowledge. GP practices should make information about their services easily available to their patients. Most practices have a practice leaflet available, otherwise please ask your GP or surgery for one.

If you have a complaint or concern about your GP or Practice?

First raise it with the staff member concerned or the Practice Manager.

It may just be an issue of poor communication.

Ask your practice for a copy of their Complaints process to follow. If you are not happy with how they respond to your concerns then you can write to NHS England and they will allocate someone to look into your complaint.

Write to: NHS England, PO Box 16738, Redditch, B97 9PT. Tel: 0300 311 22 33 Email: england.contactus@nhs.net 13

GPs AND GP SURGERIES

When to see a GP

When should I see a pharmacist?

If you have an injury or illness and have experienced symptoms for a number of days, it may be best to call your GP for advice, or make an appointment.

For all ailments and injuries that can be helped with self-care, you can find help and advice at a pharmacy. Although we should all try to use our local pharmacies more often, there are times when other services are more appropriate.

You can call your local surgery first to find out if you may need an appointment. Your local doctor can treat a range of illnesses and injuries and can tell you if you need more urgent care.

Postcode

GPs and GP Surgery

Don’t be deterred from using other services in more serious situations.

Address

Telephone

Data correct with NHS Choices - June 2015 14

GPs AND GP SURGERIES

When to Call NHS 111 Call NHS 111 if you’re unsure of the appropriate service for your needs, then you can call NHS 111.

Here, you’ll get over-thephone advice from a trained adviser, supported by clinical professionals. They can advise you on the best way to treat your medical problem Postcode WS5 4LB WS8 7JG WS8 7JB WS8 7JB WS9 9NP WS9 9LP WS9 8AJ WS9 8AJ WS9 9NP WS10 0EB WS10 8SY WS10 7AR WS10 8SY WS10 7AR WS10 7HP WS10 8SY WS10 9HP WS10 8NQ WS10 9JS WS10 7EH WS10 0EB WS10 8SY WS10 8TF WV12 5RZ WV12 5XZ WV13 2DR WV13 2DR WV13 2DR WV13 2DR WV13 2HT WV13 2NY WV13 3EY B74 3PL B74 2HE B74 3NB B74 2UE

GPs and GP Surgery GBPH Yew Tree Surgery Dr Kaul & Partners Holland Park Surgery Parkside Medical Practice Dr Latthe Dr Green & Partners Northgate Practice Portland Medical Practice Streets Corner Surgery Crankhall Lane Medical Centre Drs Khan & Merali Dr Bhadauria Bs Dr S Saha Dr SK Ghosh & Dr S Bhaumik Malling Health @ Wednesbury Dr N Khan Oakeswell Health Centre Rough Hay Surgery S F Ali Spires Health Centre The Surgery Dr Vaid Dr Vitarana New Invention Health Centre Sina Health Centre Croft Surgery Ednam House Lockfield Surgery Lockstown Practice Fisher Street Surgery The Keys Family Practice Portobello Surgery Blackwood Health Centre Dr Kumar R S & Partners, Dr Ratnam S K Professor C P Thomas & Partners

Visit your walk-in centre for: • wound and dressing care • infected wounds • foreign bodies • severe strains and sprains.

Visit A&E for: • head injuries or loss of consciousness • heavy blood loss • chest pain • breathing difficulties.

Address Yew Tree Healthy Living Centre, Redwood Road, Yew Tree Estate Park View Centre, Chester Road North, Brownhills Chester Road North, Brownhills Chester Road, Chester Road North, Brownhills 77 Lichfield Road, Walsall Wood High Street, Walsall Wood Anchor Meadow Health Centre, Westfield Drive, Aldridge Westfield Drive, Anchor Meadow, Aldridge 79-81 Lichfield Road, Walsall Wood 156 Crankhall Lane, Wednesbury Darlaston Family Practice, Darlaston Health Ctr, Pinfold St, Darlaston Jubilee Health Centre, 1 Upper Russell Street, Wednesbury Darlaston Health Centre, Pinfold Street, Darlaston Jubilee Health Centre, 1 Upper Russell Street, Wednesbury High Bullen, Wednesbury Pinfold Street, Darlaston, Wednesbury Brunswick Park Road, Wednesbury 44b Rough Hay Road, Darlaston, Wednesbury Darlaston Medical Centre, Birmingham Street, Walsall Rd, Darlaston Victoria Street, Wednesbury Village Medical Centre, 158a Crankhall Lane, Friar Park, Wednesbury Pinfold Street, Darlaston, Wednesbury 10 Queen Street, Moxley, Wednesbury 66 Cannock Road,Willenhall 230 Coppice Farm Way, Willenhall Gomer Street,Willenhall Gomer Street,Willenhall Lockfield Surgery,Gomer Street,Willenhall Willenhall Medical Centre,Gomer Street,Willenhall 65 Fisher Street,Willenhall Willenhall Health Centre,Field Street,Willenhall 33 Dilloways Lane,Willenhall Blackwood Road,Streetly Steetly Surgery, 119 Chester Road, Streetly Streetly Surgery,250a Chester Road,Streetly Ley Hill Surgery,228 Lichfield Road,Streetly

Data correct with NHS Choices - June 2015 15

Telephone 01922 422299 01922 604546 01922 604500 01922 604510 01543 361452 01543 364500 01922 450900 01922 450950 01543 377285 0121 5314704 0121 5684300 0121 5025757 0121 5684210 0121 5564615 0121 5363550 0121 5684391 0121 5050200 0121 5262233 0121 5267151 0121 5314665 0121 5562233 0121 5684221 01902 409515 01922 475100 01922 710027 01902 600900 0845 7111110 01902 639000 01902 600833 01902 366194 01922 604847 01902 601150 0121 3537558 0845 0770026 0121 3533212 0121 3080359

PHARMACIES

Make sure you have repeat prescriptions If you or someone you care for requires medicines regularly, make sure you order and collect repeat prescriptions in good time to ensure you or your family have enough medicine to last i.e. weekends, Bank Holidays and breaks away.

Many of the calls to out of hours health services are for emergency repeat prescriptions when people have run out of their medication - a situation that could be avoided with some forethought and planning. By thinking ahead for your regular medication you are helping our busy out of hours doctors and nurses.

Postcode WS1 2LD WS1 3RW WS1 1RS WS1 1NG WS1 1YT WS1 1NG WS1 3HG WS1 4AT WS1 4JQ WS1 2LT WS1 1SY WS1 1SY WS1 2NA WS1 3EP WS1 3PS WS1 3RW WS1 3PH WS2 0AW WS2 9HY WS2 9QL WS2 9PL WS2 9BX WS2 9QN WS2 8XA WS2 8EQ WS2 7DY WS2 8DA WS2 8NG WS3 3JR WS3 1SP WS3 3JS WS3 3JE WS3 3LH WS3 3RT WS3 2UW WS3 3JJ WS3 3LQ WS3 1BB WS3 1ER WS3 1LZ WS3 2XE

Pharmacy A Karim's Chuckery Pharmacy Al-Shafa Pharmacy Asda Stores Ltd Boots Boots Boots Online Pharmacy Broadway Pharmacy Larvic Ismail Pharmacy Larvic Pharmacy Limes Pharmacy Lloydspharmacy Morrisons Pharmacy Rowlands Pharmacy The Co-Operative Pharmacy The Co-Operative Pharmacy The Co-Operative Pharmacy White Pearl Pharmacy J Docter Ltd Lloydspharmacy Lloydspharmacy Manor Pharmacy Morrisons Pleck Pharmacy Sainbury's Supermarkets Tesco Instore Pharmacy The Co-Operative Pharmacy The Co-Operative Pharmacy Touchwood Pharmacy Asda Stores Ltd Coalpool Pharmacy I-Dispense Limited Lloydspharmacy Lloydspharmacy Lower Pharmacy Mossley Chemist Rowlands Pharmacy Rowlands Pharmacy The Co-Operative Pharmacy The Co-Operative Pharmacy The Co-Operative Pharmacy The Co-Operative Pharmacy

Address 7-9 Kinnerley Street, The Chuckery, Walsall 41 Caldmore Green, Walsall 42 George Street, Walsall 58 Park Street, Park Place, Walsall 14-16 Bradford Mall, Saddlers Centre Unit B, 1St Floor, 58 Park Street, Walsall 4 Hawes Close, Broadway, Walsall Unit 2, 73 Milton Street, Palfrey Milton House, 151 Wednesbury Road, Walsall The Limes Business Centre, 5 Birmingham Road, Walsall 126 Lichfield Street Lichfield Street, Walsall 10 Birmingham Road, Walsall Little London Surgery, Little London, Caldmore 49 Brace Street, Caldmore 36 Caldmore Green, Caldmore 10 White Street, Caldmore 1 Churchill Road, Bentley, Walsall 14 Oxford Street, Pleck, Walsall 177 Wednesbury Road, Pleck, Walsall 59 Forrester Street, Walsall Wallows Lane, Walsall 246a Wednesbury Road, Pleck, Walsall Reedswood Way, Walsall Littleton Street West, Walsall 8 Stephenson Square, Beechdale Estate, Walsall 53 Leckie Road, Walsall 47 Birchills Street, Birchills, Walsall Woodall Street, Bloxwich, Walsall 140 Dartmouth Avenue, Coalpool Unit 15 Pinfold Ind Est, Field Road, Bloxwich 2 Field Road, Bloxwich 169 High Street, Bloxwich 111 Buxton Road, Lower Farm Estate 10 Cresswell Crescent, Mossley Estate 29a Pinfold, Bloxwich 216-218 High Street, Bloxwich 1 Chestnut Road, Harden 63a Broadstone Avenue, Leamore Blakenall Village Centre, Thames Road 594 Bloxwich Road, Leamore

Data correct with NHS Choices - June 2015 16

Telephone 01922 613786 01922 626626 09122 704130 01922 621555 01922 624056 0845 1219040 01922 722899 01922 622980 01922 647981 01922 623708 01922 646521 01922 641810 01922 626774 01922 721660 01922 628243 01922 628171 01922 632697 01902 605470 01922 641313 01922 626156 01922 641806 01922 611008 01922 646555 01922 726172 01922 432747 01922 626961 01922 628468 01922 624331 01922 498010 01922 636769 01922 496788 01922 479825 01922 476108 01922 495188 01922 475199 01922 477784 01922 476426 01922 476307 01922 494373 01922 476217 01922 475175

PHARMACIES

If you have the symptoms of a cough, cold, or think you’ve got the flu a pharmacist is the best place to go, as they can usually provide you with the help and information you need on the spot. They can also offer help with healthy living issues such as losing weight or giving up smoking.

For opening times and NHS services available from your Pharmacy.

Please scan the QR code with your smartphone or visit: www.nhs.uk Postcode WS3 4LT WS3 4LX WS4 1AT WS4 1HB WS9 9LR WS9 8QP WS9 8HA WS9 8AJ WS9 9LP WS9 9NP WS10 8UZ WS10 8DE WS10 9HP WS10 9QY WS10 0EB WS10 8SY WS10 7AR WS10 9PR WS10 8RT WS10 8TL WS10 7HD WS10 8SY WS10 0ED WV12 4QY WV12 4HA WV12 5EA WV12 5XZ WV13 2NF WV13 1TQ WV13 2DR WV13 3DY WV13 3TJ WV13 2PZ WV13 1TQ B74 3PW B74 4QY B74 2UW B74 2HE B74 2UH B74 2UE B74 2DH

Pharmacy The Co-Operative Pharmacy The Co-Operative Pharmacy Hartshorne Kv (Chemists) Ltd Lloydspharmacy 118 Pharmacy Ltd Boots Lazy Hill Pharmacy Lloydspharmacy The Co-Operative Pharmacy The Co-Operative Pharmacy Asda Stores Ltd Boots Boots Boots Friar Park Pharmacy Jhoots Pharmacy Jubilee Pharmacy Park Lane Pharmacy Peak Pharmacy Peak Pharmacy The Co-Operative Pharmacy The Co-Operative Pharmacy Wednesbury Pharmacy Acorn Pharmacy Harding Pharmacy Lloydspharmacy Lloydspharmacy 8pm Chemist Ltd Boots Croft Medical Centre Ltd Homecare Pharmacy Portobello Pharmacy Tesco Stores Limited Vantage Pharmacy Blackwood Pharmacy Boots Boots Lloydspharmacy Lloydspharmacy Lloydspharmacy Mw Phillips (Sutton Coldfield) Ltd

Address 47 High Street, Pelsall Pelsall Village Centre, High Street, Pelsall 54 Spring Lane, High Heath, Pelsall Rushall Medical Centre, 107 Lichfield Road, Rushall 9 High Street, Walsall Wood, Walsall 14-16 Anchor Parade, Aldridge, Walsall 159 Walsall Wood Road, Lazy Hill, Aldridge, Walsall Anchor Meadow, Aldridge, Walsall 60 High Street, Walsall Wood, Walsall 83 Lichfield Road, Walsall Wood, Walsall St Lawrence Way, Darlaston, Wednesbury 44 King Street, Darlaston, Wednesbury Oakeswell Health Centre, Brunswick Park Road, Wednesbury Unit D Gallagher Retail Park, Wednesbury 158 Crankhall Lane, Wednesbury 36a Pinfold Street, Darlaston 2 Upper Russell Street, Wednesbury 3 Park Lane, Wednesbury 101 High Street, Moxley, Wednesbury 26a Hall Street East, Rough Hay, Darlaston Market Place, 1 Union Street, Wednesbury Darlaston Medical Centre, Pinfold Street, Darlaston 140 Crankhall Lane, Wednesbury 41 Castle Drive, Willenhall Shop 3, Brackendale Shopping Ctre, Stroud Avenue,Short Heath 18 The Square, New Invention, Willenhall Sina Health Centre, 230 Coppice Farm Way, New Invention,Willenhall 61 Wolverhampton Street, Willenhall 3 Stafford Street, Willenhall 40 Gomer Street, Willenhall Somerford House, Somerford Place, Willenhall 1a Vaughan Road, Portobello, Willenhall Neptune Business Ltd, Owen Road, Willenhall 1-2 Stafford Street, Willenhall 87 Blackwood Road,Streetly 84 Walsall Road,Streetly 308 Lichfield Road, Streetly 6 Stockland Court,Streetly 290 Lichfield Road,Mere Green, Streetly Ley Hill Surgery, 228 Lichfield Road, Streetly 9 Sutton Oak Corner,Streetly

Data correct with NHS Choices - June 2015 17

Telephone 01922 682226 01922 691275 01922 682342 01922 623590 01543 379777 01922 52978 01922 452756 01922 452054 01543 372071 01543 371858 0121 5684010 0121 5262607 0121 5560530 0121 5055894 0121 5023865 0121 5263758 0121 5025138 0121 5560973 01902 402438 0121 5264919 0121 5560022 0121 5266991 0121 5560427 01902 632129 01902 602755 01922 475098 01922 712076 01902 633310 01902 605255 01902 602999 01902 606514 01902 630081 01902 489747 01902 607070 0121 3534866 0121 3080273 0121 3080947 0121 3531860 0121 3084497 0121 3080050 0121 3539027

DENTISTS

Postcode WS1 1HR WS1 3PS WS1 3AB WS1 3RF WS1 1QJ WS1 3AB WS1 1PQ WS2 9BP WS2 7JS WS3 2BA WS3 3JT WS3 3JP WS3 1LZ WS3 4AX WS3 2DG WS3 1BZ WS3 4AX WS4 1NA WS5 4JJ WS8 7JB WS8 7JE WS8 6EQ WS8 6HA WS8 6HG WS9 8AJ WS9 8LX WS9 8PT WS9 8NS WS10 9JL WS10 8SY WS10 0ED WS10 7HB WS10 9BY WS10 7DA WS10 9JS WS10 7HQ WV12 5EA WV12 5NU WV13 2DA WV13 2DA B74 4NJ B74 4AL

Dentist Allsopp Dental Practice Combined Community Dental Services Dental-Clinique: Sixways Family Dental Practice Goodall Dental Practice Mr.Gilani The Bridge Dental Centre P. K. Patel's Dental Practice Premier Dental Care Ashleigh Dental Practice Bloxwich Dental Centre Combined Community Dental Services: Pinfold Dental Access Centre Dental-Clinique: Pelsall First Dental Harden Dental Surgery Dental-Clinique: Pelsall Pelsall Lane Dental Practice Yew Tree Dental Practice Combined Community Dental Services: Brownhills D. Brindley Dental Practice Dhaliwal Kassam M. P. Davies Aldridge Dental Practice Aldridge House Dental Practice Anchor Road Dental Practice The Priory Dental Practice Bhandal Dental Practice Combined Community Dental Services: Darlaston Crankhall Lane Dental Practice Dental-Clinique: Wednesbury Qamar Dental Russell Street Dental Practice The Bhandal Dental Surgery Wednesbury Dental Practice Key Dental Practice Jane Owen Bhandal Dental Practice - New Road Hayer's Dental Practice Four Oaks Dental Practice Smile by Smile Dental

Address 26 Bridge Street, Walsall Brace Street Health Centre, 63 Brace Street, Caldmore, Walsall 74 Lysways Street 150-152 Caldmore Road, Walsall 45 Goodall Street, Walsall Six Ways Medical Centre, 74 Lysways Street No.1 Arcade Balcony, Bradford Street, Walsall 1 Hillary Street, Pleck, Walsall 3 Bloxwich Lane, Walsall 652 Bloxwich Road, Walsall 166 -168 High Street, Bloxwich, Walsall Pinfold Health Centre, Field Road, Bloxwich, Walsall

Telephone 01922 614685 01922 605967 01922 620881 01922 623144 01922 642621 01922 620881 01922 624477 01922 623800 01922 477400 01922 477760 01922 475177 01922 775114

Emergency Dental Service, Blakenall Village Ctr, Thames Rd, Walsall 55 Norton Road, Pelsall, Walsall 124 High Street, Bloxwich, Walsall 168 Walker Road, Walsall 55 Norton Road, Pelsall, Walsall 33b Pelsall Lane, Rushall, Walsall 24 Maple Drive Parkview Centre, 1st Floor Dental Department, Chester Road North, Brownhills, Walsall 26 Pelsall Road, Brownhills, Walsall 24 High Street, Brownhills, Walsall 13 Silvercourt, Walsall 131 High Street, Brownhills, Walsall Anchor Meadow Health Centre, Aldridge, Walsall 31 High Street, Aldridge, Walsall 11 Anchor Road, Aldridge, Walsall 21 Portland Road, Walsall 12 Walsall Road, Darlaston Darlaston Health Centre, Pinfold Street, Walsall

01922 443750 01922 684421 01922 475994 01922 493896 01922 684421 01922 640554 01922 625225 01922 604521

136 Crankhall Lane, Wednesbury 64 Union Street, Wednesbury 122 - 123 Walsall Street, Wednesbury Upper Russell Street, Wednesbury 61 Walsall Road, Wednesbury 11-15a Upper High Street, Wednesbury 26 The Square, Lichfield Road,Willenhall 2a Oaken Drive,Willenhall 71 New Road, Willenhall 61 New Road,Willenhall 2 Four Oaks Common Road, Four Oaks Streetly 14 Belwell Lane,Four Oaks Streetly

0121 5565003 0121 5560369 0121 5561609 0121 5562451 0121 5262252 0121 5561656 01922 476993 01922 478893 01902 606564 01902 606834 0121 3088822 0121 3083273

Data correct with NHS Choices - June 2015 18

01543 370302 01543 377072 01543 373151 01543 360663 01922 450985 01922 455897 01922 452540 01922 452644 0121 5262862 0121 5684241

OPTICIANS

Postcode WS1 1YS WS1 1NG WS1 1DA WS1 1PB WS1 1PB WS1 4HR WS1 3AB WS1 3RL WS1 1LY WS1 3QD WS1 1YT WS2 8LP WS2 9QN WS2 8HX WS3 3LA WS3 3LA WS3 3LQ WS3 2EX WS3 4LX WS5 3LF WS5 3EY WS8 6EL WS8 6HH WS8 6HA WS8 6EQ WS9 8QP WS9 8NS WS9 8LY WS9 8PT WS10 7HB WS10 7HJ WS10 7HB WS10 8DE WV13 1PG WV13 2AA WV13 1TG B74 2UD B74 3PW B74 4BH

Opticians 4 Sight Eyecare Centre Ltd Boots Opticians Ltd Davis & Samuels Ltd Dolland & Aitchinson Eyeopeners Focus Eyeclinic Jonathan Walker & Associates Preeti Eyes Specsavers Opticians Moores Opticians Vision Express (UK) Ltd Boots Pleck Eye Care Centre Tesco Opticians Eyedeal Hill the Opticians K B Opticians Kelcher & Pearson Opticians Ltd M G Wheeler Gurdeep Singh Dhinsa Park Hall Opticians Boots Frames 4 U Silver Court Opticians Specsavers Opticians Colin Lee Opticians P & J Hamer Opticians Portland Eye Care Ltd Lancaster & Thorpe Chapmans Opticians R G Amarnani Robbins Opticians Watts & Attewell Scrivens Ltd Supa Specs Ltd Vision Care Direct Opticians Andrew Martin & Associates GS Gangar Opticians Malcom Gray & Associates

Address 50 Park Mall, Walsall 58 Park Street, Park Place, Walsall Darwall Street, Walsall 11 Bradford Street, Walsall 9 Bradford Street, Walsall 1 Corporation Street, Walsall 74 Lysways Street, Walsall 19 Caldmore Green, Caldmore, Walsall 17 Park Street, Walsall 73 Bradford Street, Walsall 12a/b Bradford Mall, The Sadlers Centre, Walsall 1 Townend Street 252 Wednesbury Road Littleton Street West 212 High Street, Bloxwich, Walsall 198a High Street, Bloxwich, Walsall 236 High Street, Bloxwich, Walsall 4 Queens Parade 37a High Street, Pelsall 24 Beacon Road, Walsall Gillity Village Shops, 15 Liskeard Road, Park Hall, Walsall 42 High Street, Brownhills, Walsall 59 High Street, Brownhills, Walsall High Street, Brownhills, Walsall Unit 1, 12 - 28 High Street, Brownhills, Walsall 7-9 Anchor Parade, Aldridge, Walsall 57 Portland Road, Walsall 8 Croft Parade, Aldridge, Walsall 35 Anchor Road, Aldridge, Walsall 61 Union Street, Wednesbury 45 Upper High Street, Wednesbury 49 Union Street, Wednesbury 59 King Street, Darlaston, Wednesbury 33 Cross Street, Willenhall 12 Market Place, Willenhall 13 Stafford Street,Willenhall 244 Lichfield Road, Streetly 81 Blackwood Road, Streetly 336 Lichfield Road, Streetly

Data correct with NHS Choices - June 2015 19

Telephone 01922 613433 01922 649288 01922 626500 01922 632070 01922 726040 01922 278099 01922 643988 01922 722815 01922 633390 01922 623469 01922 633533 01922 649288 01922 616141 01922 777338 01922 473999 01922 475388 01922 476553 01922 409000 01922 683080 0121 3573477 01922 614205 01543 372696 01543 373731 01543 372504 01543 363790 01922 454151 01922 455664 01922 452279 01922 452305 0121 5565564 0121 5564430 0121 5560379 0121 5266396 01902 605386 01902 630393 01902 609244 0121 3081886 0121 3533918 0121 3084255

SOCIAL CARE AND INDEPENDENT LIVING

How do I get Social care?

If you have decided that you need social care support, you may want to think about the type of support you require, be it homecare workers, equipment or respite breaks.

Your first step should be to ask your local authority social services department for an assessment of you needs.

Local authorities have a duty to assess anyone who appears to need the community care services they offer.

Your local authority should: • assess your needs and give you advice, whatever your financial circumstances • tell you about local services and who to contact locally for advice • be able to provide information about services and support options available to you in your area • give you relevant information if you are an unpaid/family carer

Your rights and entitlements In most cases, you shouldn’t have to actively exert your rights in regards to the care that you receive.

However, if you feel you are being unjustly treated in breach of your rights, you may want to take action.

You can do this by telling someone you trust, seeking help from Healthwatch Walsall or contacting the local authority team in charge of ‘safeguarding’.

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. Each local authority has its own way of working out who is eligible for social care support and what services it can offer.

Under UK law, you should be looked after and treated fairly and with dignity whenever you are given social care services. This applies to everyone, regardless of where they are given care and who does the caring.

If your local authority thinks you are eligible for social care support, you have a specific level of need and meet financial rules, you should be involved in the decision-making process that follows. If appropriate, the next step will be for social services or an independent adviser to work with you to create a care plan.

Other laws may also protect you from discrimination because of who you are, including some protection for carers under the rules designed to protect disabled people. For example, if you are an older person, this should not stop you from having treatment similar to that which a younger person would be given.

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.

Family Support Families with disabled children may be eligible for Family Support to help you look after your child.

This can include day care for children under five, help with parenting such as parenting classes, courses or family support workers, practical home help, and access to a Children’s Centre. Some of these services are available to all families.

If you feel that your needs have changed over time, you will have to be re-assessed. Contact the social care team at your local authority to discuss it with them.

20

21

SOCIAL CARE AND INDEPENDENT LIVING

What social care support can I get?

Help in your home or in a care home

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 who need social care support will be able to have care provided in their home.

The kind of social care support that 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 a neurological problem that causes you to have trouble walking you may simply require some equipment to help you remain mobile and independent. However, if you have a significant neurological problem that seriously affects your mental capacity or 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.

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.

Healthwatch Walsall or your local authority will be able to provide you with information and advice on what services are available in your local area.

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.

Care and support services might typically include: • equipment • help in your home or in a care home • community support and activities • day centres • home adaptations • residential care • financial support • information and advisory services, and advocacy • support for carers • other support for care

Day centres Visiting a day centre can be a good alternative to moving into a care home. Day centres provide an opportunity to socialise and do activities that might not be available at home and may provide respite for family carers.

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. 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.

Equipment Getting the right equipment can revolutionise your life. 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), which can make all the difference.

However, 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.

22

SOCIAL CARE AND INDEPENDENT LIVING

Residential care 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.

The main types of residential care are: • residential care homes • residential care homes with nursing care • extra care and sheltered housing • supported living • retirement villages Deciding on a long-term stay in residential care is a very 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. Your local authority will be able to give you details of information services they commission locally.

Support for carers You’re a carer if you’re looking after a person who is disabled, has a long-term health condition or is elderly and frail. 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. If you are looking after a child with a learning disability or similar, you should also consider the support that your child will need with their education. Again, talk to your local authority to discuss the types of support you might be able to get.

23

PERSONAL HEALTH BUDGETS

Personal Health Budgets

Can I have a personal health budget as well as a personal budget for social care and support?

Personal health budgets are being introduced by the NHS to help people manage their care in a way that suits them. They have been piloted in a number of places across England and, from April 2014, anyone receiving NHS continuing healthcare will have a right to ask for a personal health budget.

Yes. If you already have a personal budget for care and support from social services and your NHS team agrees, you can also have a personal health budget and ask for both to be combined.

Do I have to have a personal health budget?

What is a Personal Health Budget?

A personal health budget is an amount of money to support your identified health and wellbeing needs, planned and agreed between you and your local NHS team. The aim is to give people with long-term conditions and disabilities greater choice and control over the healthcare and support they receive. Personal health budgets work in a similar way to the personal budgets that many people are already using to manage and pay for their social care. Together with your NHS team (such as a GP) you will develop a care plan. The plan sets out your personal health and wellbeing needs, the health outcomes you want to achieve, the amount of money in the budget and how you are going to spend it.

No. If having a personal health budget does not work for you, your local NHS will provide the care you need as it has always done.

What is the difference between a personal health budget, a personal budget, an individual budget and a direct payment?

A personal health budget is for your NHS healthcare and support needs.

A personal budget is for your social care and support needs.

An individual budget includes your social care and support needs plus other funding, such as independent living.

You can use a personal health budget to pay for a wide range of items and services, including therapies, personal care and equipment. This will allow you more choice and control over the health services and care you receive.

A direct payment is one way of managing these budgets, where you get the cash to buy the agreed care and support you need.

You don’t have to change any healthcare or support that is working well for you just because you get a personal health budget, but if something isn’t working, you can change it.

Key points • Personal health budgets should help people get a better service from the NHS. They should not make things worse.

• You do not have to have a personal health budget if you do not want one.

• You should have as much control over decisions as you want.

• NHS and social care organisations should work in partnership with you and with each other.

• If you are not able to have a personal health budget, you can still speak to your NHS team about how your needs can be met in another way that is more personal to you.

Who can have a personal health budget?

The first group to be able to ask for a personal health budget, from April 2014, will be people getting NHS continuing healthcare, which is NHS funded long-term health and personal care provided outside hospital. Local NHS organisations will be free to offer personal health budgets to other people if they think an individual will benefit. It is the Government’s long-term aim, to introduce a right to a personal health budget for people who would benefit from it.

24

NHS CARE

NHS care

Nursing care

The NHS is responsible for funding certain types of healthcare and equipment you may need. In some situations, the NHS is also responsible for meeting care needs. This is usually when someone’s need is mainly for healthcare rather than social care. NHS care could be provided in hospital but it can also be in someone’s own home or elsewhere in the community.

If someone goes into a residential care home but needs some element of nursing care, they’ll get a payment from the NHS to help pay for their nursing care. This is called a registered nursing care contribution (RNCC).

Intermediate care Some people can be eligible for intermediate care from the NHS. This is provided on a shortterm basis and is intended to help people recover from an injury or illness and stay independent.

Intermediate care is often provided to elderly people who are being discharged from hospital, and may help someone to keep living in their own home rather than moving into a care home.

When care is provided through the NHS there is no financial assessment and no care charges to pay.

However, people are only eligible for NHS care in certain circumstances.

NHS continuing healthcare If the person you care for has very severe and complex health needs, they may qualify for NHS continuing healthcare. This is an ongoing package of care that’s fully funded by the NHS.

Aftercare People who were previously detained in hospital under certain sections of the Mental Health Act will have their aftercare services provided free.

25

RECOGNISING DEMENTIA

• the type of dementia that you have, or if it is not clear, what the plan to further investigate will entail. Sometimes, despite investigations, a diagnosis may not be clear, in which case the doctors will review you again after a period of time to reassess you • details about symptoms and how the illness might develop • treatments • care and support services in your area • support groups and voluntary organisations for people with dementia and their families and carers • advocacy services • where you can find financial and legal advice

Dementia, and the difficulties it causes, is one of the most feared health conditions. People with dementia and their families are sometimes reluctant to seek advice when concerned about memory or other problems. But there are many potential benefits to getting medical advice if you’re worried.

Being diagnosed early is important for many reasons. It helps you to get the right treatments and to find the best sources of support, as well as to make decisions about the future.

If you or someone you know is worried about becoming increasingly forgetful, particularly if they’re older than 65, you should talk to your doctor about the possibility of dementia. They may be able to reassure you that you don’t have dementia but, if you do, an early diagnosis can help you get the right treatment and support.

What causes dementia?

Dementia is caused by damage in the brain. The most common causes of dementia are called neurodegenerative diseases, and include Alzheimer's disease, frontotemporal dementia, and dementia with Lewy bodies. With these diseases, the brain cells degenerate and die more quickly than is part of the normal ageing process. This leads to a decline in a person's mental and, sometimes, physical abilities. The gradual changes and damage to brain cells are caused by a build-up of abnormal proteins in the brain.

What are the signs of dementia?

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

You should look out for: • memory loss, such as remembering past events much more easily than recent ones

These abnormal proteins are different in each type of neurodegenerative dementia. In most cases, dementia is not inherited directly from family members. However, a small number of cases of Alzheimer's disease and frontotemporal dementia can run in families.

• problems thinking or reasoning, or finding it hard to follow conversations or TV programmes • feeling anxious, depressed or angry about memory loss, or feeling confused, even when in a familiar environment

Can dementia be prevented?

What to expect when you see your GP about dementia

There is no certain way to prevent all types of dementia.However, a healthy lifestyle can help lower your risk of developing dementia when you are older. It can also prevent cardiovascular diseases, such as strokes and heart attacks.

Your GP will ask about your symptoms and other aspects of your health, and will give you a physical examination. The doctor will organise some blood tests and ask about any medication you are taking, as these can sometimes cause symptoms similar to dementia.

To reduce your risk of developing dementia and other serious health conditions, it's recommended that you:

You will also be asked some questions or given some mental exercises to measure any problems with your memory or your ability to think clearly. If you are diagnosed with dementia, unless you decide otherwise, your doctor or a member of their team should explain to you and your family.

• eat a healthy diet • maintain a healthy weight • exercise regularly • don't drink too much alcohol • stop smoking (if you smoke) • make sure to keep your blood pressure at a healthy level

Let us look after your DIY & Gardening Needs Call 01922 474684 for a FREE quote today!

26

RECOGNISING MENTAL HEALTH AND SUPPORT

How your GP can help

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.

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.

Good mental health and resilience are fundamental to good physical health, relationships, education and work, as well as being key to achieving our potential.

Mental health services are free on the NHS, but you will usually need a referral from your GP to access them.

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.

Support and advice for people living with mental illness.

Tel: 0300 5000 927 (Mon-Fri, 10am-2pm) www.rethink.org

• More than half of those with a common mental health problem have both depression and anxiety.

• There are approximately 570,000 people with dementia in England, a figure that could double in the next 30 years.

Confidential support for people experiencing feelings of distress or despair.

Tel: 08457 90 90 90 (24-hour helpline) www.samaritans.org.uk

• 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.

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.

Promotes the views and needs of people with mental health problems.

Phone: 0300 123 3393 (Mon-Fri, 9am-6pm) www.mind.org.uk

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.

Information on child and adolescent mental health. Services for parents and professionals.

Tel: Parents' helpline 0808 802 5544 (Mon-Fri, 9.30am-4pm) • www.youngminds.org.uk

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.

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.

27

ARE YOU A CARER?

Carers Direct helpline

A carer is anybody who looks after a family member, partner or friend who needs help because of their illness, frailty or disability. Many carers don’t see themselves as carers and it takes carers an average of two years to acknowledge their role as a carer. It can be difficult for carers to see their caring role as separate from the relationship they have with the person they care for, whether they are a parent, son, daughter, sibling or friend.

They simply may think of themselves as a friend or family of the person they care for. It is because of this that they often don’t realise there is help available to them as well. Such as how they can get assessments, direct payments, home care, housing adaptations or funding for short breaks and respite.

Call the Carers Direct helpline on 0300 123 1053 if you need help with your caring role and want to talk to someone about what options are available to you.

If you are busy at certain times of day, you can send us a message to ask us to call you back for free at a time that is convenient to you. The helpline is open from 9am to 8pm Monday to Friday, and from 11am to 4pm, at weekends. The helpline is closed on bank holidays. Calls are free from landlines and mobiles within the UK.

Information

Some carers can suffer from poor health because of the demands of their caring role. For example, back pain can result from lifting or moving the person being cared for. It may also be difficult to maintain a healthy diet and exercise routine while caring.

The helpline advisers can give you information to help you make decisions about your personal support needs and the needs of the person you're looking after.

This information includes assessments, benefits, direct payments, individual budgets, time off and maintaining, leaving or going back to work or education.

Without the right support, being a carer can be an extremely stressful role.

• Ask for help: We all need help from time to time and carers are no exception.

Help is out there, you only need to ask!

The helpline staff will tell you how to complain if anything goes wrong with any of the services you use or put you in touch with your local authority or NHS services.

• Know your rights: It sounds simple, but knowing what you’re entitled to and what support is available can help a great deal.

Local and specialist help

• Tell your GP: Your GP practice can record that you are a carer to ensure you get your annual flu vaccination and additional support as a carer.

Our helpline advisers can put you in touch with specialist national or local sources of help, including social care, healthcare and self-help networks and resources.

• Get an assessment: This can sound a little daunting at first, but ensuring that you and the person you care for get a assessment of your needs through the Local Authority can give you access to a whole host of additional practical help and support.

The Carers Direct helpline doesn't provide personal financial, medical or legal advice and doesn't provide casework, advocacy, representation, counselling or emotional support. But our advisers can help you get in touch with people who do provide these services.

• Be a little selfish! We all need time to ourselves, but it’s particularly important for carers. This could be as simple as setting some me time aside for a relaxing bath or a night out.

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CARE IN YOUR OWN HOME

Home care isn’t for everyone but frequent visits from carers and a few home modifications can help you retain your home comforts and independence.

Receiving care in your home is an increasingly common alternative to staying in hospital or moving into a care home.

Depending on your needs, you can receive help and support that allows you to stay in your own home as long as possible. Not only do you avoid any upheaval and stay in familiar surroundings, it can also be a more economical alternative to residential care.

What home care services are available?

Direct Payments can be made to:

• Regular visits from home care workers to help with daily tasks and personal care • Meals delivered to your home • Equipment and home modifications to help with mobility and accessibility, such as getting in and out of the bath, and getting up and down stairs • Personal fall and panic alarms that are monitored around the clock • Support for health needs, such as incontinence • Day care and transport to take you there • Gardening and handyman services

• Disabled people aged 16 or over (with short or long-term needs) • Disabled parents for children’s services • Carers aged 16 or over (including people with parental responsibility for a disabled child) • Elderly people who need community care services

Choosing Direct Payments The choice of direct payments is voluntary. If you decide to have direct payments, you can change your mind about this at any time. If you no longer want direct payments, contact your local social services and ask them to arrange services instead.

Direct Payments If you are assessed as needing community care services and qualify for social services funding they must offer you direct payments as an option.

It's possible to try direct payments by asking social services for a direct payment for some of your support while you continue to get your other support directly from social services.

If someone isn’t able to manage their own direct payments, it’s possible for another person to manage the direct payments on their behalf.

Direct payments are part of a move towards ‘personalised’ social care so that people have more choice and control over the support they get, letting you choose and buy the services you need yourself, rather than having it arranged for you by social services.

Direct payments can only be spent on things that will meet the assessed needs of the person getting them. If you spend a direct payment on something that doesn't meet your needs, social services can recover the money from you.

Everyone who gets support from social services should have their needs reassessed at least once a year.

It’s important to know that if you receive a direct payment to pay a care worker or personal assistant, you become an employer and have legal responsibilities.

29

CARE IN YOUR OWN HOME

Postcode WS1 1JZ WS1 1JZ WS1 1QL WS1 1SZ WS1 1TJ WS1 1TU WS1 3BX WS1 3BZ WS1 3QD WS2 0LX WS2 8JH WS2 9BW WS2 9QL WS3 1HL WS3 1LZ WS3 2DL WS3 2QW WS3 3DW WS3 3LA WS4 1BU WS4 1PJ WS4 2BX WS5 3EL WS8 6AT WS8 7LY WS9 0NF WS9 8AF WS9 8BX WS10 8DE WV12 4HD WV12 4HD WV12 4JN WV12 5EJ WV13 1RT WV13 2BG WV13 2BJ WV13 2HA

Care Provider 5 Care Services Limited Homecare4u Midlands Care 2 U Limited GTG Care Nursing Homebased Care (UK) Ltd Bethphage - 1 SentriCare Advance Healthcare (UK) Vitalitycare & Support Services White Eagle Home Care Ltd Caremark (Sandwell & Walsall) Walsall Dom Care Service Creative Care Options JAC Community Care Care O.W.L. Limited Upward Care Limited WALDOC Communication Ctr Little Bloxwich Community Hub Intouch Care Services Limited Mill Lodge Care Home Libra Care Ltd Caring Care Limited Florence Care Services Ace Care Agency Pooleview Support Services Caring Hands Limited Housing & Care 21 LSC Nursing & Care Services Bess Care Limited Community Reablement & Response Walsall Shared Lives Civicare Midlands Ltd Stretton Community Care Complete Care Services Radis Community Care Tailored Care Ltd SevaSupport

Address Tameway Tower, 48 Bridge Street,Walsall Tameway Tower, Bridge Street, Walsall 26-28 Goodall Street,Walsall 112a Lichfield Street, Walsall 34 Lichfield Street, Walsall Ist Floor, The Hub,17 Litchfield Street,Walsall 1st Floor, Old Blake House,150 Bath Street,Walsall Suite 11, The Old Foundry,Bath Street,Walsall F3 49/50 Bradford Street,Walsall 67 Locket Close,Walsall 34 Green Lane,Birchills,Walsall Apna Ghar,Ford Street,Walsall 183 Wednesbury Road, Pleck, Walsall Blakenhall Info Centre,4 Blakenall Heath Blakenall Village Centre,79 Thames Road,Walsall 45, Reeves Street Bloxwich,Walsall The Old Stables,Elmore Green Road, Bloxwich Stoney Lane, Walsall 198 High Street,Bloxwich, Walsall Mill Lodge Residential Home,98 Mill Road, Pelsall, 241 Lichfield Road,Shelfield, Walsall 61 Lichfield Street, Walsall 47 Newquay Road,Park Hall Ace Care Centre,New Road, Brownhills, Walsall 71 Poole Crescent,Brownhills, Walsall Suite 4 Eurohub,Birch Lane, Aldridge 220 Northgate,Aldridge Unit 7 Rossway Business Ctr,Wharf Approach Aldridge, Innovation Works @ Darlaston,37-39 King St, Darlaston Electrium Point,Forge Road, Willenhall Electrium Point,Forge Road, Willenhall 91 High Road,Lanehead,Willenhall 33 Stretton Road,Willenhall 76 Stafford Street, Willenhall 1st Floor Graphic House, 15 - 18 New Road Willenhall 11 Ensdale Row,Willenhall West Midlands House, Gipsy Lane,Willenhall Data correct with CQC -June 2015

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Telephone 01922 626064 01922 703035 01922 659637 01922 615900 01922 632808 01922 660813 01922 722939 01922 626731 01922 276121 0845 1160307 01922 215000 0300 1117000 07534 227470 01922 620640 01543 453912 01922 492090 0845 8904710 01922 694412 01922 477931 01922682556 07974 733121 01922 642119 07411 872727 01543 454438 07704 037861 01922 453335 03701 924824 01922 716665 0121 5264978 01922 655531 01902 65030 01902 637444 01922 711334 01902 410044 01902 633829 01902 213119 01902 632137

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CHOOSING BETWEEN RESIDENTIAL,

Choosing between residential care and independent living Social services normally encourage younger adults who they assess for support to be as independent as their circumstances allow. The care plan for adults with disabilities will consider what independent tasks they can carry out and how they can be helped to achieve more. Even if adults have very severe disabilities their needs are reviewed from time to time to check whether residential care or a very high level of support is still appropriate. Supported living may be an option for younger adults. This allows people to live independently in the community but with basic support. The support offered includes help with setting up a home and managing finances, and assistance with cleaning and shopping.

There are many types of residential care homes available. These include permanent care homes for older people, homes for younger adults with disabilities and homes for children. They may be privately owned or run by the voluntary sector or local authorities. You may want to consider in detail the many options for residential care before you make a decision.

For older people there are various alternatives to residential care. These include sheltered housing and extra care housing schemes, which offer independence with an increased level of care and support.

For many people there is also the choice of living independently at home with community care support.

Older people Care homes for older people may provide personal care or nursing care. A care home which is registered to provide personal care will offer support, ensuring that basic personal needs, such as meals, bathing, going to the toilet and medication, are taken care of. In some homes more able residents have greater independence and take care of many of their own needs.Some residents may need medical care and some care homes are registered to provide this. These are often referred to as nursing homes. Some homes specialise in certain types of disability, for example, dementia.

Choice of accommodation 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.

Adults aged 18-65 There are also residential care homes that provide care and support for younger adults with, for example, severe physical disabilities, learning disabilities, acquired brain injury, progressive neurological conditions or mental health problems.

Care can be provided for adults with more than one condition and some homes have expertise in providing care for adults with alcohol or drug dependency. These homes offer permanent residence or provide care for a temporary period until the adult is able to live independently or move to a different type of accommodation.

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NURSING AND INDEPENDENT LIVING

Choosing a care home

What your choices are

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.

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).

Respite and short term stays

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.

Residential care home stays don’t necessarily have to be permanent. Temporary stays can be arranged for respite care (in which you take a break from caring for somebody else), or as a trial period before a permanent stay.

To check up-to-date information on the Nursing and Residential care homes within your locality visit www.cqc.org.uk or scan the QR CODE WITH YOUR SMARTPHONE

Temporary stays can give you flexibility when covering unexpected events, such as: • Palliative care (which manages or reduces pain) after a hospital stay or illness • Support for newly disabled people and their carers • Enabling someone to continue living independently if they live alone and suddenly require care • Giving someone a chance to try potential future homes

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RESIDENTIAL CARE COSTS

Get personal advice on care funding

In some cases the residential care needed by the person you're looking after may be paid for by the NHS under the NHS continuing care scheme. The care may also be provided free of charge because it is 'intermediate care'. It may be free because the person you're looking after has previously been a mental health inpatient. If this is the case, the services are funded under the Mental Health Act.

The cost of care and support is likely to be a long term commitment and may be substantial, particularly if you opt for residential care. If you or a member of the family need to pay for care in a care home, it’s important to seek advice tailored to your individual needs.

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.

Decisions that have such financial implications should be made with advice and only after considering the costs of alternatives.

Residential care is also free if the local authority could charge but decides not to do so. This can occur if the stay in residential care is only temporary (normally less than eight weeks), or if the residential care is for a child. If none of the above applies, the person you're looking after will be given a financial assessment. This is also known as a means-tested assessment. They will be required to give information about their income and capital. There are rules that determine how income and capital are treated. Some types, including benefits, can be disregarded. The financial assessment will work out how much the person you're looking after will be expected to contribute towards the cost of their care home fees.

For example, the cost of a care home needs to be weighed against the cost of care and support that may help you remain in your existing accommodation.

The costs of long-term care can be significant and how you may wish to arrange to pay for it is a big financial decision for most people. Cost can vary across the country and different care homes will charge different amounts based on the level of care needs, the quality of the accommodation, or the area of England it is in.

Owning Property There are rules that explain how the property of the person you're looking after will be taken into account In some cases it can be disregarded, this is the case if a partner is still living in the property.

Few of us will have the income or ready access to the cash to pay for their ongoing care needs. Often people find that they need to sell or remortgage their home to pay for care or enter into an equity release scheme. Before taking such significant financial steps it is advisable to get proper independent financial advice. For advice on selffunding care, visit the Money Advice Service or the Society of Later Life Advisers. You may also have previously arranged an investment or insurance plan to fund your care. Again, it is worth taking independent advice on these potentially significant financial arrangements.

The capital limit for residential care is ÂŁ23,250.

Local authorities will investigate if they believe that the person you're looking after has deliberately reduced their capital to avoid paying care home fees. There is a scheme called the deferred payment scheme which allows someone who goes into care to keep their property and still get help from the local authority with paying care home fees. The local authority recovers the fees from the proceeds when the property is sold.

This scheme can also be used if there is a delay in selling a property.

Find out more about paying for care on the websites of:

Self-funders

www.ageuk.org.uk

After the means-tested assessment, the person you're looking after may receive a decision that they will have to pay their own care home fees.

People paying their own fees are referred to as self-funders. Self-funders will still receive advice about the arrangements for residential care.

Once a self-funder's capital reaches ÂŁ23,250 the local authority is responsible for helping out with the care home fees. This will require another assessment.

www.carersuk.org www.findmegoodcare.co.uk www.moneyadviceservice.org.uk www.societyoflaterlifeadvisers.co.uk

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35

RESIDENTIAL AND NURSING CARE

Postcode WS1 2AJ WS1 2BX WS1 2NJ WS1 3BG WS1 3JA WS1 3JE WS1 4BQ WS1 4HE WS2 0DS WS2 7AF WS2 8RF WS2 8SU WS2 9AE WS2 9DG WS3 1AG WS3 1BT WS3 1BZ WS3 1HS WS3 1RF WS3 1SJ WS3 2DQ WS3 3ER WS3 3LW WS3 3ST WS3 3UB WS3 4AD WS3 4BN WS3 4JW WS4 1BU WS4 1ED WS4 1SA WS4 2BY WS4 2DH WS5 4NZ WS8 6AA WS8 6AD WS8 6AN WS8 6JE WS8 7AL WS8 7LS WS8 7PE WS9 0NN WS9 8JZ WS9 9DH WS9 9HZ WS10 7RT WS10 8AR WS10 8BG WS10 8BT

Residential Home Hilton Rose Retirement Home Ltd Mali Jenkins House Acorn Retirement Home Gorway House Highgate Road Crossways Residential Home Redhouse Nursing Home (UK) Ltd South Street Fernwood Court Care Home Arboretum Nursing Home Angel Court Residential Care Home Sadlers Place Bescot Lodge Cedar Falls Care Home School House Anson Court Residential Home Lonsdale Midlands Limited The Cottage Nursing Home Harden Hall Housing & Care 21 - The Watermill Woodcross Mental Nursing Home Ash Grange Nursing Home Drake Court Residential Home Parklands Court Nursing Home Astbury View Highfield House Orchard Manor Limited Pelsall Hall Mill Lodge Care Home Leighswood Rushall Care Centre Mulberry House Lonsdale House Delves Court Care Home Ferndale The Bungalow Homestead Care Home (Brownhills) Chase House Oak Lodge Residential Home Brownhills Nursing Home WhiteHorse Care - Brownhills Aldridge Court Nursing Home Richmond Hall Care Home Shire Oak House Woodhaven Residential Home The Willows Nursing Home 35 Avenue Road C & V Orchard Residential Limited Fallings Heath

Address 30 Broadway North, Walsall The Crescent, Walsall 102 Birmingham Road 40 Gorway Road 91 Highgate Road 66 Highgate Road 55 Redhouse Street 17 South Street, Coldmore 300-310 Wolverhampton Road West, Bentley Forest Lane, Walsall Manor Road Precinct 40 Rowland Street 76-78 Bescot Road 83-89 Bescot Road 2 Hawbush Road Harden Road, Bloxwich 164 Walker Road 57-58 Blakenall Heath 235 Coalport Lane Goscote House,Goscote Lane 23 Reeves Street, Bloxwich 80 Valley Road, Bloxwich Drake Close, Bloxwich 56 Park Road, Bloxwich 81 Turnberry Road,Bloxwich 115 Wolverhampton Road, Pelsall 42 Slaney Road Paradise Lane, Pelsall 98 Mill Road,Pelsall, 186 Lichfield Road, Rushall 204 Lichfield Road,Rushall 70 Lichfield Street, Walsall 8 Lichfield Road, Walsall 2 Walstead Road 6-10 Church Road, Brownhills 1 Short Street, Brownhills 208 Ogley Road, Brownhills 95 Chase Road, Brownhills 1A Adams Road, Shire Oak 29-31 Hednesford Road, Brownhills 59 Whitehorse Lane, Brownhills Little Aston Road,Aldridge 81-83 Stonnall Road, Aldridge 33 Lichfield Road, Brownhills Beacon Way, Walsall Wood Dangerfield Lane, Darlaston 35 Avenue Road,Darlaston 1-2 Station Street, Darlaston 5 Fallings Heath Close, Darlaston Data correct with CQC - June 2015 26

Telephone 01922 622778 01922 746246 01922 624314 01922 615515 01922 474336 01922 646168 01922 616364 01922 642057 01902 604200 01922 746940 01922 633219 01922 611352 01922 648917 01922 641869 0121 3575049 01922 409444 01922 648758 01922 712610 0113 3853885 0370 1924220 01922 497394 01922 408484 01922 476060 01922 711844 01922 404843 01922 692988 01922 644855 01922 693399 01922 682556 01922 624541 01922 635328 01922 615218 01922 721566 01922 722722 01543 454702 01543 372333 01543 360120 01543 379872 01543 372078 01543 374114 01543 361478 01922 455731 01922 454154 01543 372331 01543 377548 0121 5687611 0121 5263313 0121 5264895 0121 5686176

RESIDENTIAL AND NURSING CARE

Postcode WS10 8LE WS10 9JS WS10 9SH WV12 5HJ WV12 5QB WV13 1SP WV13 1SY WV13 2EH WV13 2LJ WV13 2LJ WV13 2QF B74 3ED

Residential Home Bush Rest Home Rubery Court Fallings Heath House Swan House Holly Bank House Inglewood Rest Home Woodthorne Care Home Manor House Residential Home Kingsway Ebenezer House Harpers Villas Care Centre Inglewood Residential Rest Home

Address 37-39 Bush Street, Darlaston 55-57 Walsall Road, Darlaston Walsall Road, Darlsaton Pooles Lane, Short Heath, Willenhall Coltham Road, Short Heath, Willenhall 11 Banks Street,Willenhall 12 Thompson Street,The Manor, Willenhall 1 Walsall Road, Willenhall 69 Bilston Lane,Willenhall 85 Bilston Lane,Willenhall 1-3 Bilston Lane 330 Chester Road, Streetly

Telephone 0121 5265914 0121 5265096 0121 5686297 01922 407040 01922 710524 01902 631099 01902 606365 01902 603754 01902 411890 0121 3575049 01902 608078 0121 3521113

Postcode WS1 4BQ WS2 0DS WS2 7AF WS3 1HS WS3 2DQ WS3 3ER WS3 3ST WS4 1SA WS5 4NZ WS8 7LS WS9 0NN WS9 8JZ WS10 7RT WV12 5HJ

Nursing Home Redhouse Nursing Home (UK) Ltd Fernwood Court Care Home Arboretum Nursing Home The Cottage Nursing Home Woodcross Mental Nursing Home Ash Grange Nursing Home Parklands Court Nursing Home Rushall Care Centre Delves Court Care Home Brownhills Nursing Home Aldridge Court Nursing Home Richmond Hall Care Home The Willows Nursing Home Swan House

Address 55 Redhouse Street 300-310 Wolverhampton Road West, Bentley Forest Lane 57-58 Blakenall Heath 23 Reeves Street, Bloxwich 80 Valley Road,Bloxwich 56 Park Road, Bloxwich 204 Lichfield Road,Rushall 2 Walstead Road 29-31 Hednesford Road, Brownhills Little Aston Road,Aldridge 81-83 Stonnall Road,Aldridge Dangerfield Lane, Darlaston Pooles Lane, Short Heath, Willenhall

Telephone 01922 616364 01902 604200 01922 746940 01922 712610 01922 497394 01922 408484 01922 711844 01922 635328 01922 722722 01543 374114 01922 455731 01922 454154 0121 5687611 01922 407040

Data correct with CQC - June 2015 37

EXPRESSING COMPLAINTS AND CONCERNS

Stage Two: If you are still not happy, you can raise the complaint with the Parliamentary and Health Service Ombudsman.

The right to complain or give feedback about an unsatisfactory service is a key consumer right.

The Parliamentary and Health Service Ombudsman (PHSO) Millbank Tower, Millbank, London SW1P 4QP Tel: 0345 015 4033 Email: phso.enquiries@ombudsman.org.uk Web: www.ombudsman.org.uk

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.

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.

HOW TO COMPLAIN ABOUT HOSPITALS?

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.

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.

The Patient Advice and Liaison Service may be contacted on: Telephone: 01922 656463 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. or in writing to: NHS Trust Patient Advice and Liaison Service Moat Road, Walsall, WS2 9PS or via E-mail: patientrelations@walsallhealthcare.nhs.uk

HOW TO COMPLAIN ABOUT NHS TREATMENT INCLUDING: GPs, Dentists, Pharmacies and Opticians Stage One: 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.

NHS England PO Box 16738, Redditch B97 9PT

VoiceAbility

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

The NHS Complaints Advocacy Service is a free and independent service that can help you make a complaint about a National Health Service (NHS).

VoiceAbility delivers NHS Complaints Advocacy across Walsall.

Telephone Helpline Number: 0300 330 5454 or Textphone Number: 0786 002 2939

38

EXPRESSING COMPLAINTS AND CONCERNS

HOW TO COMPLAIN ABOUT ADULT SOCIAL CARE SERVICES?

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.

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: DOCTORS The General Medical Council.

Tel: 0161 923 6602 Email: gmc@gmc-uk.org www.gmc-uk.org

However, if your complaint refers to an adult social care service funded by Walsall Council, you can raise any concerns by the following ways: You can raise any concerns by:

NURSES AND MIDWIVES The Nursing and Midwifery Council.

Tel: 020 7637 7181 Email: newreferrals@nmc-uk.org www.nmc-uk.org

Going online at: walsall.gov.uk Email: customercareteamsocialcare@walsall.gov.uk Tel: 01922 656463

DENTISTS, DENTAL HYGIENISTS AND DENTAL THERAPISTS The General Dental Council.

Tel: 020 7167 6000 Email: information@gdc-uk.org www.gdc-uk.org

Write to: Customer Care Team The Loft, The Council House Lichfield Street. Walsall WS1 1TW

DISPENSING OPTICIANS AND OPTOMETRISTS The General Optical Council.

Tel: 020 75803898 Email: goc@optical.org www.optical.org

Please use the same contact details as above.

HOW TO COMPLAIN ABOUT CHILDREN’S, YOUNG PEOPLE AND FAMILY SERVICES? 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.

39