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HEALTH

EDUCATION

ADULT

RESPONSIBILITY

HEARSAY! Social Care Hearsay! Engagement Event 2012

SOCIAL

ATTITUDE

What happened at our Hearsay! Event?

Annual Report YOUR VOICE

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2012


Hearsay! 2012

'I have worked on three Hearsay! events with the LINk and have found it informative, creative and inspiring. The staff and the people of Oxfordshire who they are in contact with bring real experiences of looking for support and using the services the council provides. Hearing the stories they bring is the start of making a difference to what we do. We work together in partnership but the important part is that the LINk challenge the council and hold us to account' Val Wilson, Complaints and Information Manager, Oxfordshire County Council

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Hearsay! 2012

Contents

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Page 4

Oxfordshire LINk

Page 5

What is Hearsay?

Page 6

What has Hearsay! achieved?

Page 8

Hearsay! 2012

Page 9

How Oxfordshire County Council responded to your comments last year and what still needs to be done

Page 14

On the Day

Page 15

Comments from the Card Exercise

Page 18

Our Guests’ Views

Page 25

Key Priorities from Hearsay! 2012

Page 30

The priorities you want Oxfordshire County Council to work on this year

Page 37

What people thought of the event

Page 38

The future of Hearsay!


Hearsay! 2012

Oxfordshire LINk The Oxfordshire Local Involvement Network (LINk) was set up in April 2008 to give everyone an opportunity to say what they think about local health and social care services.

The LINk listens to what local people say about their needs and about their experiences of services whether they are provided by the NHS, a local authority, charities, or a private company or voluntary organisation under contract to Social and Community Services (the part of Oxfordshire County Council responsible for adult social care). The LINk is independent of the local council and the NHS.

The LINk wants to know what is working well and what is not so good and to give people an opportunity to monitor and check how services are planned and run. The LINk feeds back this information to the people in charge so that things can change for the better. LINk also has powers to ask the NHS and Social Services for information and to make recommendations.

“The Hearsay! model is an informally countywide event offering a comfortably structured two-way conversation between guests, strategic planners and managers of services but essentially it is an effective tool to engage with individuals to hear their personal views about services. I commend all staff from LINk and Oxfordshire County Council for this innovative programme and for local people joining us to raise pertinent areas of concern where all parties can see true action for change� Sue Butterworth, Chair of Oxfordshire LINk

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Hearsay! 2012

What is Hearsay?

Since March 2010 Oxfordshire LINk have been running an annual social care engagement event called Hearsay! We invite people who use adult services provided by Social and Community Services at Oxfordshire County Council to come along with their carers, friends and family members. The purpose of the day is to ask local people what changes they most want to see made to their adult social care services and to come up with suggestions about how to make these changes. Our guests are able to talk to each other, share their experiences and speak directly to John Jackson, the Director for Social and Community Services, Council staff and the County Councillor responsible for Adult Social Care in Oxfordshire. Following the event a report is produced by Oxfordshire LINk containing the key priorities from the day and an action plan from the Council detailing how the issues which arose will be addressed. After each Hearsay! Oxfordshire LINk monitors the Council closely to see how it has been working to meet the priorities set. We work together to provide feedback on the action plan every three months. The LINk asks everyone to complete a survey after Hearsay! and we have heard from guests that 45% of people have noticed an improvement to their services. We ask guests to join our Hearsay! planning group and, along with LINk and the Council, we plan future events together, to ensure they meet the needs of the people we are aiming to help. We hear directly from John Jackson at the meetings and he explains what Oxfordshire County Council have been doing to address the priorities and to reassure us that the Council take everything that is said at a Hearsay! event very seriously and are totally committed to the process.

The LINk and the Council provide final feedback on the Hearsay! action plan to everyone prior to the next event, detailing exactly what has been done over the year.

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Hearsay! 2012

What has Hearsay! achieved? Together with the Council we are extremely proud of what the Hearsay! events have been able to achieve. Through listening carefully to our guests we are able to explain exactly what is needed to the Council and they have worked hard to make the changes people have asked for. Here are some examples of what has been achieved:

You said

‘More information is needed for carers’

Produced a new carers’ The Council have

information pack

Our guests asked for: ‘The Council to improve communication’ The Council have: ‘Everyone in receipt of social care now has a named person, a care co-ordinator who is responsible for all aspects of the case.’

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Hearsay! 2012

You said

‘Information should be in easy to read style’

The Council have

Put new films and Easy Read information on their website

Our guests asked for: ‘Leisure support for life outside caring’ The Council have: ‘Advertised the ‘Time to Care’ grant (available from Carers’ Centres throughout the county); developed more peer support, such as pub lunches in rural areas; and advertised discounts for using leisure facilities’

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Hearsay! 2012

Hearsay! 2012

The LINk Hearsay! event this year was held to find out if things had changed for the better and also to ask guests what they wished Social and Community Services to work on this year. The first part of the day involved John Jackson giving a talk explaining what they had been able to change and if there was anything they had not. There was also an opportunity for guests to ask him questions. The tables on the following pages document what Oxfordshire County Council has been able to do against each item raised last year.

“Thank you for inviting me back to the annual HEARSAY event – an event I find both enjoyable and challenging. As the Director responsible for Adult Social Care in Oxfordshire, I need to know that the services we arrange are making a positive impact on people’s lives. It is important you hold me accountable for the changes you have asked for in this report. We always want to hear what people say about services and I would always encourage people to contact me if they have any comments about our services. You do not need to wait for next year’s event.” John Jackson, Director for Social and Community Services

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Hearsay! 2012

How Oxfordshire County Council responded to your comments last year and what they still need to do

PRIORITY 1 To improve information and communication

Issue

Council response

The council’s information should be in an easy to read style as standard

The council will aim to make publications in plain language and easy read translations will be readily available

What the Council are doing/have done Putting all new publications and standard letters through our Information Standard scheme which ensures they are in clear accessible language Introducing easy read web pages, which will include film recording of information and offer a translation service into easy read. New easy read pages can be found at: http://www.oxfordshire.gov.uk/cms/easy-read Made the report of this year’s HEARSAY! available on DVD and on our website http://www.oxfordshire.gov.uk/cms/content/hearsay Made a film on how to make a comment or complaint to the council which can be found on our website http://www.oxfordshire.gov.uk/cms/content/adultsocial-care-comments-compliments-and-complaints Amending our systems to record how people want to receive information.

Communication is needed with the Armed Forces to support families

The council will work closely with the Armed Forces

Found out how many of the family carers located at military bases the council is in contact with (identified that this is less carers than on non-military bases elsewhere in Oxfordshire) Started to work with communities at military bases to get in touch with new carers We are working with the Brize Norton Liaison officer to support and develop Good Neighbour Schemes which link to military communities

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Hearsay! 2012

PRIORITY 2 To provide a more consistent standard of care received at home Issue Too many strangers visiting people at home People are concerned about home support workers being made redundant if the council’s home support service is closed

Council response

What the Council are doing/have done

The Council will set up new ways to check how many different people visit clients and publish this information for each agency providing support

Collected information on how many different people visit. We have shared this with the LINk and are working at producing a system to routinely update this

We will gather more service user feedback through service user and carer led monitoring of services We will make sure that the council’s home support workers and their clients are fully informed of their options and supported through the changes as the service is closed We will make sure that the new home support services are of the same high quality as the council’s service

Checked the number of people who remain with one care co-ordinator and set targets to increase this Found out what aspects of the council’s home support service are valued most by people using it and included these in the contracts for the new services. They are: Care workers arriving on time Service users being given information about changes to the service Always seeing the same care worker Collected information on how different agencies perform in terms of punctuality, missing visits and numbers of carers visiting. We have shared this with the LINk and are working out how we can routinely update it Trained a team of people with experience of using support at home services to monitor the quality of the agencies we have contracts with to provide support at home. The team will visit people at home and ask them about the service they receive Set up a temporary team of home support workers who will ensure that everyone gets the service they need during the changes Given a named contact at the council to the new organisations contracted to provide support at home to make sure that existing home support workers know of any vacancies Set up a Personal Assistant Unit to help council home support staff to become Personal Assistants if they wish

Page 10

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Hearsay! 2012

PRIORITY 3 To support people who are worried there will not be enough money to pay for all the care needed Issue People are worried they will not receive enough money to pay for all the care needed

The processes between assessment and allocating personal budgets need to speed up

Council response The council will review the way self directed support is working with the LINk, social care staff, brokers and service users and their families and carers We will publish the process for prioritising assessments We will ensure that social care staff from all organisations have the opportunity for professional development We will provide consistency of social care worker when possible

What the Council are doing/have done Reviewed the process people go through to get a personal budget and support plan. This was through meetings with staff, people who use social care services, their families and friends. The review is complete and we are now making changes. Work has already started to streamline the processes and reduce bureaucracy to speed up the wait for personal budgets. More money has been made available to reduce delays and this has started to have an effect. The council are still not happy with the number of people waiting so every month we will tell the LINk whether the number of people has gone down Helped more people to become personal assistants and approved 48 new agencies the council has contracts with to provide support and care. This should reduce costs and help people stretch their personal budgets further. We have drafted a letter to notify people of their potential budget and what they should do if they do not feel that it is reasonable More money has been made available and fewer people are waiting for their personal budget We notify people of their potential budget and what they should do if they do not feel that it is enough The council are working on how to make it simpler and quicker to get the right support and care We checked in October with the 100 people who took part in follow-up work from the User Experience Survey (originally sent in February 2011) and people reported better experience of services being organised as quickly as they wanted

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Hearsay! 2012

PRIORITY 4 To improve standards in care homes and respite care Issue

Council response

Standards in care homes and respite care need to be improved.

The council will work with the LINk to develop more ways to check quality in care homes, especially about meeting social needs, communication and dignity We will enable carers’ / families’ views to be heard

What the Council are doing/have done Run a conference for over 100 social care providers in Oxfordshire and arranged for the LINk to tell providers what you said Supported the work of the Dignity in Care Sub Group which includes people from community organisations, NHS and the council. The group promotes dignity through newsletters, training and ‘dignity champions’ Embedded dignity standards in all contracts when they are renewed Set up a new information hub which will have the capacity for people to rate services. The Oxfordshire Information Guide will be going live after potential users have tested it. The Guide is an internet-based service to direct people to the information they want. We are considering whether there is a safe and fair way for people to rate services as part of the Guide Care homes will be able to advertise what activities are available for residents to take part in on the Information Guide A new post has been created in the council to take a lead in how we promote high quality in care homes

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Hearsay! 2012

PRIORITY 5 To ensure ‘Self Directed Support’ or ‘Personalisation’ reflects the need of the individual and is a well organized system Issue

Council response

Reflecting the needs of the individual

The council will continue to build systems which are effective in reflecting individual needs and will measure how we are doing

What the Council are doing/have done Included questions about issues raised by HEARSAY! guests at the January feedback meeting and in a user experience survey sent out to over 2000 people Told the LINk about the results from the survey and what the council are doing in response Decided to ask 100 of the people who responded to the survey how their experiences have changed in the year People reported feeling better about—getting information and advice, feeling clean and presentable, getting the food and drink they like when they want, having social content with people they like. Less people said they felt as safe as they want and so we talked to some groups of people about this to find out more and to start making a plan to address it We asked some new questions about being treated with dignity and respect and about how quickly services were arranged. We were pleased that most people said they are always treated with dignity and respect and that services are provided as quickly as they would like 27% more people this year than last year are receiving their personal budget as a payment directly to them to organise their own support and care

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Hearsay! 2012

On the day

On the day, guests were asked to join a table with LINk members and staff, Oxfordshire County Council and Primary Care Trust representatives and others from local organisations. We had a display with staff photographs, names and job roles so guests could identify who to speak with individually if they wanted to.

We employed an independent facilitator to run the event to make sure the day went smoothly and to make sure everyone had their say. We told guests what had been happening since the last Hearsay! and asked what they wanted to talk about during the day and what to ask the Council to work on over the year. We made sure we listened to and took note of everyone’s comments.

We used a number of exercises throughout the day to get everyone’s views. Our first exercise was to ask everyone to think about:

Why did I come today?

What do I want to talk about?

Do I have a question about my care?

The following pages detail what everyone wrote down.

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Hearsay! 2012

Comments from the Card Exercise (ALL COMMENTS RECORDED AS WRITTEN) Respite care More flexibility for working carers Information about choices Easy read To meet others/networking Dial a ride Buses not running on time 3,000 houses in Didcot how many of these are for the long-term mentally ill? Personal Budgets – very long process and complicated, listen to carers more Carers at day centres should be provided with imagination To tell other people about it at the day centre I enjoyed it last time Have got a son who has had physical health problems and many operations, he is living on savings, his health is not up to going to work, he is not on any support or benefits, he is still living at home Transport cost day services Stair lift maintenance Hearing education awareness for everyone Bed blocking, delay in assessing Dignity, compassionate and care provided by private care agencies, accountability and quality standards and monitoring Care workers shopping Mental Health housing under threat, Palm Court is a really good model Mental Health Employment Oxford Health services under pressure Need for spot checks on care homes How are social services monitoring agency provision for care in the home? Former carers were monitored on a regular basis Transport Phone number aswell as website, tokens not bus pass unable to get on bus What can I reasonably expect? At 86! Collaboration between health and social provisions – more integrated Crisis/respite homes – lack of More changing places across the county Delivery of high quality adult social services to older people Octabus denial of activities and friendships more isolation Links between social care and mental health Voluntary sector trying to fill the gap i.e. Archway Oxsrad local over 50s clubs Following up issues Octabus main form of transport to enable me to socialise and shop thus maintaining independence Information co-ordination and collaboration Support with choices in education More information Mencap the change Self directed support I came to listen to peoples problems Thanks for care I've had from social services Care for the carers

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Hearsay! 2012

Sounded interesting Wanted to know how things are progressing in general in all areas of care Working with the new carers, costing, skill of carers Getting improvements delivered Information to prepare for future use of services My dad is a carer Professionals need to go out and see Hear loops in places that offer leisure services Dial a ride, Banbury, why change, have been told we cant ring day before but the week before, no good if you need doctor and wont be every day only 3 days Dial a ride was working really well, now cut and Oxford taken over so we are house bound again When services need cutting why is Banbury always top of the list Nothing happened since last meeting We have no service we can get to or access Befriending, isolated, foreign, non-English speaking, disabled need some consistency of carer to build relationship (as do English speaking disabled) Employment and training issues for disabled To get more information regarding availability and how to access resources Transport to day centres, issue of beaurocracy for access to use Private care companies are picking and choosing the work they wish to do Issues about housing for disabled people with access needs. Brain working well – not ready for isolation. Lots to offer to the community To be in the loop on the inside for a change Easy read To clarify issue of link communication (missed opportunities) of change of address and wasted funds – postage etc and to keep in touch with LINk Suitable day care, suitable disabled loos Make Oxfordshire County Council do everything in easy read please including website Day centres catering for disabled should cater for disabled On holiday but I don’t know where I can go Lack of shared lives carers for respite care, just get used to a carer and then they are given a long term placement and so cant do respite. Carer only allowed to have 3 clients at a time even if they have a 4th room and are capable! Access to relevant care and health services for members of the BME community Accessible toilets to enable people to go to town I need more information regarding help for me (I am disabled) and my 11 year old daughter needs help to go out and do things and I need more help too I’d like to go Joined up thinking and partnerships across organisations to coordinate services Increased levels of disabilities awareness for staff in key businesses e.g. McDonalds, Primark etc (ignore people with disabilities and learning disabilities) Expectations not met – no follow-up, some look at you and think you’re ok Have to fight to access services, long assessments and then not implemented without threatening a complaint Once in mental health system very difficult for person to be taken seriously, housing very difficult, either been put in somewhere not appropriate or being unable to more on independently To hear what the people have to say to discuss and to make new friends We came today to see and hear what it is all about When building new community centres include better facilities for disabled, I would like to see a few hardwood armchairs it would allow to less wheelchair bound I can walk short distance Volunteer connections groups are a good idea where people can get a little help with transport, gardening or companionship Very pleased with bus provision for wheelchairs and library services for the visually impaired

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Hearsay! 2012

Axing of dial a ride bus, my mother will no longer be able to attend her dementia day centre Transport drivers are marvellous! Very considerate, patient Community transport has the potential to push some people into isolation, much more research needs to be made into this Personal budget, do we have to have it or can we carry on as we are OTs reluctant to push for disabled facilities, I had to initiate action for low level shower as mother has incontinence needs Isolation Alzheimer’s lack of support to neighbours 24hr Why are we having cut backs when gov are bailing out other countries Public access for local pubs, restaurants, cafes for people in wheel chairs Help with my daughter to and from home to care if I have her home and I am taken ill Real inclusion of service families – identify a key representative across military in OXON Comment about visit from representative of contracted out home care – ‘They put it down for you to choose and then they pressurise you into doing what they want!’ MS client No mental health services in South Oxfordshire, said this last year but nothing has changed Training and selection of assessors of personal budget Some people fall through the net with benefits and are left worse off under the new system, individual needs should be carefully assessed In light of the future in relation to an ever increasing ageing population it is important to question everything in respect of career in order to highlight burning issues! Safeguarding vulnerable adults, where to go for help and the role of social care especially for military veterans Social care assessments waiting list and links with vulnerable military and veterans Carers at day centres should be reminded from time to time that they are there for the benefit of the disabled not the other way around After having visited people receiving home support there are issues that need attending too, e.g. personal care, there is usually a preference as to the sex of the person helping them with this. It is not obvious and should not be assumed.

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Hearsay! 2012

Our Guests’ Views

Hearsay! guests were asked to write their views on the following subjects, covering the 5 priorities from last year:

To improve information and communication

To provide a more consistent standard of care and support received at home

To support people who are worried there will not be enough money to pay for all the care needed

Improving standards in care homes and respite care

To ensure ‘Self Directed Support’ or ‘Personalisation’ reflects the need of the individual and is a well organised system

Each heading was written on a flip chart and people were asked to write what they wanted to say under the relevant heading. We asked people to tell us what was working well and what needed attention. We believe it is just as important for the Council to know what people find useful as well as what needs improving. The following few pages detail what people wrote under each heading.

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Hearsay! 2012

Priority 1—To improve information and communication Working Well Great to see more easy read being used Staff are very approachable Council is getting there though very slowly Taking part team—visible and accessible Carers Forum and Carers centres New Carers Oxfordshire very good and still developing—awareness of carers and their needs

Needs Attention More information in bigger print for those who have problems with small print Easy read used as standard Introduce web conferencing for important meetings Consider audio tape/CD/DVD to communicate Use short web addresses/URLs as long ones are hard to remember Need information in Doctors surgeries Link with military sites (SSAFA) and charities Want named worker back! Carer for non-English speaker Repeating same story Where should carers go for information now carers centre closed? Need named person to contact as and when, when need info Remember not everyone has a computer (eg in one lady’s sheltered housing area of 25 people, none has a computer Hearsay venue very trying for severely disabled Good communication to suit needs—individually tailored SDS info easy read No information for young carer in Henley Unable to get appropriate information as physically disabled person in Henley Needs to be mechanism for County Council and District Council to apportion social housing in fair proportion in new housing developments in Oxfordshire—each group (eg MH) has to flag it up and fight on corner—joined up working Specialist Nurse retiring—no info as to replacement or handover Please, please encourage cross-organisation co-ordination of information and between health and social care Contacting care manager often out of office dealing with critical cases, have to wait weeks before she gets back to me Mother going on respite soon—the home had been sent wrong assessment forms! 19


Hearsay! 2012

Priority 2—To provide a more consistent standard of care and support received at home Working Well The supported living scheme and the chance to live with others I was given the choice of a male or female carer Good reliable agency—was worried about moving from Council Same main carer checking after the floods 2007 A neighbour has this with an alarm Specialist care by contracted agencies Lovely staff really try to meet my needs Physio/grab rails—helps me do more—enabling

Needs Attention Need the same carer consistently—not different carers day to day Carers need training Same carer if possible to enable continuity and understanding of person and taking on board what persons care plan actually is Would like the carer to take me out not just care at home More training in care Electronic care reports—for use of carers Still waiting for a ramp to be fitted in at my house Too many professionals asking similar questions Ongoing training to ensure carers and agents provide quality services Quality of care at home—private agency service providers Sent different carers at different days which causes breakage in continuity of service. New carer has to understand the problems of the cared for person from the beginning The carers provided lack training in providing services with dignity, compassion and quality care There should be quality standards and monitored to receive good services Interpreters, translators have to take a written exam and a certificate from a competent authority, something like this should be introduced in appointing private care agencies and their employers Changes in staff—need to know Standards need to be levelled up Continuous assessment (Social and OT) and waiting lists for it How to ask for more help

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Hearsay! 2012

Managing twin and separate assessments and care packages for households with very different needs who are also mutually dependant Making sure single assessments are done as well as joining up across Don’t understand the impact of deafness But to detriment of MH own health and peace of mind now with no support—I end up supporting her 24 hours a day I need more support at home for me as my needs (disability) increases Quality standards and training of PA’s, also ‘gold star’ for experience of special needs Training in customer care—dignity and respect Support from Social Services itself is still erratic

Priority 3—To support people who are worried there will not be enough money to pay for all the care needed

Working Well Council to keep seeing carers as a priority The new service @carers Oxfordshire’, it increases awareness and outreach support. Carers are supported by local GPs and OCC. Process is transparent

Needs Attention With an ageing population needing extra care, where will the money come from to pay for services? And where do people get info from about entitlements? Assess people’s care needs correctly—there are still people receiving support they don't need I don't know if Im claiming the money I need My care needs are increasing as my condition worsens—will I get more help? Extra costs measured eg Stairlift maintanance and repairs, tokens for taxis, subsidised bus—local What happens when I need more care and not assessed for it? Resource allocation system not fair for people with very complex needs/brain injury/ autism More links with charities/OCCG/PCT needed

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Hearsay! 2012

Priority 4—Improving standards in care homes and respite care Working Well People are having more of a say in care and staff and day to day Oxfordshire not in the news specifically on this! Extra care housing—excellent idea which is working Excellent young carers activities provision Excellent care homes when residents can afford it Respite care for people in care with private support agencies work well

Needs Attention People go unannounced into care homes when doing checks Care for attention on cleanliness whilst in respite Always need improvements Maybe tighten regs Improve working between the County Council and the Care Quality Commission More care homes needed for people who cant manage Need monitoring and training to staff as care for elderly not always up to standard Sometimes people not treated with dignity Respite needed for unofficial carers Use of more available resources Some care homes seem frightening to elderly who are visiting friends Need more information about accessibility and availability Need carer relief and respite More publicity for ’compass programme’ Last respite for mother in Marston Court very poor

Priority 5—To ensure ‘Self Directed Support’ or ‘Personalisation’ reflects the needs of the individual and is a well organised system Working Well It works but worry about employing people and money Works for person, around a person-centred plan Choice for service users is good Choice and control for the individual

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Hearsay! 2012

Needs Attention Proper assessment of needs Needs to be tailored to peoples individual needs Improve info for people with learning disabilities Why has there been no decent training/information for people with learning disabilities Concern about training and quality of PA’s I feel that I have to get to breaking point before my needs are even considered! Ensuring individuals say what their expectations are More information needed for people with physical disabilities Too slow Needs independent monitoring Need more qualitative training for PA’s—above the basic level Better choices and flexibility

Priority 6—Anything Else Working Well The library in Kidlington Supporting living working well, person centred service, good care leading to increasing confidence and happiness of service users with learning disabilities and Autism The day services for old people are excellent—real chance to get out and meet people

Needs Attention ‘What care’ my mum does not get any respite care and she does need some When they amalgamated with Age UK, all the funding for special activities for carers stopped, I have know nothing to look forward too in the way of trips etc Commissioners need to go out and see what is happening to really see where the gaps are Care is to focussed on Oxford Frozen meals—poor replacement for meals on wheels—no human contact anymore Charging for day services—people will stop going More carer services Compel developers to build more social housing/bungalows for disabled people they are not providing sufficient units Provide housing for families with multiple needs ie physical and learning disability

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Hearsay! 2012

Does the Council have a role in empowering people to speak up, training /education so that people know they can make a difference One bus once a week—Swerford, only gives you two hours to take in appointments, cant access info on Dial-a-bus in area Increased respite needed for LD clients in shared lives Day care in Eynsham transport not enough wheelchair spaces and threat of total withdrawal change to eligibility! Better, clearer integration between PCT, military med services/social care (SSAFA) and OCC social care. Who is responsible for what? How? When? Where is the funding coming from for ’out of area specialised care’ and how can it be assessed quickly? Eligibility should be standardised and funding made available to pay for private vehicles to cover transport gaps Housing Transport

LINk looked through all the comments that were made and pulled out 5 key priorities from issues which were most frequently raised and most important to people. We also considered the comments and views received prior to the event and from people who could not attend but wanted to contribute. Below each priority is the evidence (what was said on the day) and suggestions from people on how the Council could make changes.

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Hearsay! 2012

Key priorities from Hearsay! 2012

PRIORITY 1 – To ensure all information is easy to access Access – where to start! Need a representative Different departments – hard to know who to ask Pass from pillar to post Carers centres gave information – where now? Not good enough to be on website A person, named, who knows or finds out Needs to be accessible – can’t get to library Home visiting – help with forms Not just internet – free papers, TV screens at GP, Co-op One number to get information Organisations please talk to each other and work together to provide information – come together to do better and not double up Water board and SOHA need to talk to each other to provide meters Don’t fob off Responsible person for information to co-ordinate it (in Health Surgery or in library) Parish newsletters – organisations use existing networks Consistent responsible person Support groups are closing Personal – someone on phone to get you on the road, direct to department, not to a script Training and co-ordination for people responsible for information, they are there, forum to bring together Who do you go to now? Examples given - friend with computer, a person who you know, neighbour from fire service, My Life My Choice, CAB Didcot, support groups, Google, library, CAB Witney

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Hearsay! 2012

PRIORITY 2 – To look at the assessment process How do people get information to obtain their assessment? Liaison needed between GP, social care provider and OCC Inform clients where they are on waiting list – social care to action Process takes too long 3 or 4 layers/interviewers to formulate correct plan Waiting list is ‘forever’ Reduce the number of people involved in the visits, try to get one person to collect information Assessors don’t listen to what you want Need one individual not many people Reduce the number of people to simplify experience for clients Have a template ready to fill in to make a support plan at earliest possible time Social care to design a suitable template so carers can help to prepare info (carers work for a living and need to be offered more flexible hours for home visits) Very urgent – not enough care managers to respond to all requests for reviews Annual review should be mandatory Social care to appoint more skilled/qualified staff Training – how to really listen, checking hearing right, look at individual needs – no assumptions, too much emphasis on qualifications but hearts gone out How to get assessment – waiting for someone to come to you Info by DVS/community nurses/libraries/leaflets in chemists/www/surgeries/ community centres/info centres/churches/leisure centres Assessors need to assess carer as well as client – both separately and together Assessors/care managers being polite/respectful ‘it changes your life’ (answering calls/telling you when they are leaving) Encouraging people to help each other out – smile, say hello, have a chat, have time, not making assumptions about peoples abilities/disabilities, don’t be impatient

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Hearsay! 2012

PRIORITY 3 – To improve the training and consistency of carers Training of agency staff? Right level for medication etc How do people know adequate level of training and care skills Where do people find local carers? Information about where to go Not enough choice of agency, need info resource Ofsted type monitoring for training OCC/CQC satisfaction surveys (by post) Adequate training for individual needs Route for people to improve standards Need trust in order to ‘complain’ How do people find out about what training is given Emergency planning – via agencies Unannounced visits to care homes Care staff should think about how they personally wish to be treated Adequate time for care needs How can issues be acted upon? From relatives etc Care staff need more background information about who they are caring for Training that is not just about the task – customer service skills too Some agencies do not do what they are paid to do – Council needs to sort this out Consistency of carers – not enough. Rotas wanted in advance and handover periods for new carers

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Hearsay! 2012

PRIORITY 4 – To monitor quality of care provided in a transparent way Council should publish their monitoring of care agencies and let people know when the information will be available People who use services should be more involved in checking quality of services More monitoring of services – check consistency of carers ISO/total quality methods – looking at the whole system The council need to share more information about how they monitor quality and the outcome of quality monitoring. If more people understand what is already being done then they can see what else needs to happen. Need one place to find information about monitoring Easy read information and information in different languages. Reaching different communities (BME) We need to ‘level up’ the standard of all carers. Good carers have the right approach and attitude. It isn’t just skills it is attitude. The HUMAN TOUCH – dignity, compassion, caring (not service) General feeling that services provided by the Council are better than agencies. Better training and more consistency. Agencies haven’t delivered same quality

PRIORITY 5 – To look at housing and transport concerns Make it absolutely clear who is responsible for housing to the public – social, supported and private Appropriate move-on housing works really well when it’s available at each stage of declining or improving health, essential to continue this model Plan housing programmes and developments with District Councils Match people to property, a register of property with adaptations is needed across each district (and all of Oxfordshire) so housing stock can be increased to meet identified need Social care clients need support when there are issues with other tenants and landlord from Tenancies Sustainment to enable them to move or remain in their homes Practical suggestions include – scooter bays, extra room for carer as needed, adaptations – wheelchair ramp Ensure assessment includes all housing needs, retain housing if available for people who live in locality 28


Hearsay! 2012

Made clearer to private tenants what to do, where to go to if there are problems with tenancies Co-ordination between County Council and District Council to analyse which group gets how much housing (at moment those that shout loudest gets most) Allocation should be better based on need (currently County Council gives views on local development plan re priorities – older people, mental health, younger people with physical disability) Need to ensure housing is earmarked for specific groups Need to develop more housing opportunities for people with specific needs, could create additional provision by people sharing housing using personal budgets John Jackson to make representations re benefit rules if will disadvantage younger people living together/development of housing issues Housing providers/District Councils need to understand issues better – OCC should organise a meeting between these and ‘experts by experience’ Co-develop good quality provision in expanding Bicester for people with special care needs Issue of transitional arrangements – as children with physical disabilities eg grow older and needs change Consistency of transitional arrangements for children – adults supported housing, needs reviewing (some good examples but how general?) Need to develop greater variety of housing to meet peoples needs (currently assistive technology being used to cover some needs) Need to improve info about housing issues Housing solutions for people wishing to be home-owners limited and need expanding Better communication about the changes in transport A need for consultation about the changes in the cost of services As a new provider of a countrywide Dial-a-ride service arrange a meeting Explore use of Age UK volunteers to accompany people to go shopping/hospital etc Should include carers and users in the communication regarding changes to transport and day services Contract between provider and service user e.g. being ready and waiting for transport

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Hearsay! 2012

The priorities you want Oxfordshire County Council to work on this year

LINk sent these priorities and comments from our guests to Council Officers and they have responded with the changes which can be made, detailed in the following action plan.

County Council

Hearsay! Guests

Oxfordshire LINk

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Hearsay! 2012

PRIORITY 1—To ensure all information is easy to access. Issues raised

“Access – where to start!"

“hard to know who to ask”

Council response

The council will make information easy to find and understand, and accessible in a variety of ways.

“Pass from pillar to post”

“Carers center’s gave information – where now?”

We will ensure there is a single point of online web access to information enabling users to navigate the system.

What we are going to do

We will produce an information and advice strategy by September. This will identify how best to provide information to local communities across Oxfordshire. We will share this strategy with the LINk for consultation. New information advice services will be in place by April 2013.

We will improve information that is available on -line by developing an Information Hub that will go live this September; it is a web based support tool for the public. This will include information for carers, money advice, legal advice, information about safety and getting out and about. For those without internet access Social and health Care staff will be there to provide this information. Our new advice services will also have access to the Hub.

“Not good enough to be on website” All initial calls go to one number, the social and health care team. This team will carry out a customer satisfaction survey over the next year and we will provide detailed feedback to the LINk before the next annual HEARSAY meeting.

“Needs to be accessible – can’t get to library"

“One number to get information Information"

“Training and coordination for people responsible for information”

"Personal someone on the phone to get you on the road, not reading from a script" Page 31

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We have listened to you and want to make sure that telephone calls are of sufficient quality. We will ensure that checks are made through the year to improve this and will undertake a customer satisfaction survey

To monitor the impact of what we have done we will survey people each year to see if they find information easy to find. We will report back each year on improvements.


Hearsay! 2012

PRIORITY 2—To look at the assessment process. Issues raised

Council response

What we are going to do

“Liaison needed between GP, social care provider and OCC”

We will work to improve our partnerships with Health professionals especially GPs to ensure that we limit the number of times we have to ask you form information you have already given us.

To make sure that information is shared more easily between the council and health staff, we will set up a single point of access to the service from 31st October 2012.

“Need one individual not many people”

“Waiting list is ‘forever’”

“Very urgent – not enough care managers to respond to all requests for reviews”

We will publish the time standards we works to so everyone is clear how long things and tell the LINk if this is improving.

We will increase the numbers of staff who answer initial calls and completely to reviews to make sure these are done and things are done more quickly.

“Annual review should be mandatory”

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The director will review performance on how long it is taking to be seen every month.

We have already employed 6 new people in the Social and Health Care Team (who take all initial calls and enquiries). We will report quarterly to the LINk on the impact this is having on how long it takes to answer phone calls and how many calls are missed.

To ensure that reviews are completed on time we will recruit 5 new reviewing officers by October. We will then report quarterly to the LINk on the impact this is having on making sure all reviews are completed.

To give people more chance to see a social worker, We will try out new social care information clinics where you can pop in and see a social worker and will tell you our results. We will run these sessions till December 2012 and will look at how useful they were, and report our findings back to the LINk.

“Training – how to really listen, checking hearing right, look at individual needs”

“Assessors need to assess carer as well as client – both separately and together”

We will consult on our standards from September and will publish these when agreed.

We will try out new social care information clinics where you can pop in and see a social worker and will tell you our results.

To monitor the impact of what we have done we will survey people each year to see if people are satisfied with the speed at which social services acted in the lead up to people receiving care and report this back to the LINk.


Hearsay! 2012

PRIORITY 3—To monitor quality of care provided in a transparent way Issues raised

“Council should publish their monitoring of care agencies and let people know when the information will be available”

“People who use services should be more involved in checking quality of services

Council response

We will aim to review all contract on an annual basis and publish the reports.

We want to be able to publish our reports unless there are any reasonable reasons to stop us.

More monitoring of services – check consistency of carers”

“Easy read information and information in different languages. Reaching different communities (BME)”

“We need to ‘level up’ the standard of all carers.”

”Agencies haven’t delivered same quality”

What we are going to do

From October 2012 all contracts we have with organisations providing care will be monitored by us annually.

We will review the format of the contract reports we produce by October 2012.

We will then consult the LINk on what needs to be included in future reports and agree a format for use by December 2012.

By March 2013 the new reports will be publically available though we would hope to be able to publish some from December

We will ensure people who use services and their family and friends will have a greater say in the standard of care people receive

We will ensure all future contracts specifically include standards around treating clients with dignity, compassion and care.

We will increase the number of volunteers (people who use services and their family or friends) who work with us to monitor services from 8 in June 2012 to 25 by April 2013, and will look to continue to increase by 25 each year afterwards.

We have drafted a set of Dignity standards and will consult with the Dignity Sub Group on these by September 2012.

By December 2012 these will be a voluntary addition to existing contracts and we will publish who is using these standards in our reports.

To monitor the impact of what we have done we will ask the LINk to co-ordinate feedback from people who use services on these arrangements.

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Hearsay! 2012

PRIORITY 4—To improve the training and consistency of carer Issues raised

“Training of agency staff?”

“How do people know adequate level of training and care skills”

“Where do people find local carers? Information about where to go”

“Not enough choice of agency”

“Route for people to improve standards

We will monitor the training of carers in our regular contract monitoring

We will monitor how often agencies miss visits, turn up late and do not stay for as long as they should and we will publish the results

We will aim to monitor the impact of all 15 minutes visits overall as part of our quality monitoring.

What we are going to do

Ensure contract monitoring reviews the training record of staff and publish these from March 2013. Between October and March we will provide a report to the LINk on performance on each agency.

We will provide quarterly updates to the LINk on Missed visits by provider Late visits by provider Short visits by provider Number of carers used per client

We are renewing our contract for the re-ablement service - a service to help people recover and sustain their recovery in October 2012. We have included a key performance measure to monitor the number of 15 minute visits and will report on this to the LINk quarterly.

Need trust in order to ‘complain’”

We will monitor for each agency the number of visits that were delivered as 15 minutes or less, where the plan was to be greater than 15 minutes. This will be shared with the LINk.

“Unannounced visits to care homes”

Add additional questions in the user survey around 15 minute visits to elicit further views

“Some agencies do not do what they are paid to do – Council needs to sort this out”-

“Consistency of carers – not

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Council response

To monitor the impact of what we have done we will survey people each year to see if people think the quality of the care they receive is good enough.


Hearsay! 2012

PRIORITY 5a—To look at transport concerns Issues raised

“Should include carers and users in the communication regarding changes to transport and day services”

“Contract between provider and service user e.g. being ready and waiting for transport”

Council response

On all major service changes we will consult on all people it will

What we are going to do

A consultation around day care and transport has been sent to all users in June 2012.

Public meetings will be run in each locality in July 2012 across the county.

A report will be produced on what people have said and made publicly available by the end of September.

The final decision will be made at Cabinet by 1st October 2012.

By the end of June we will have identified the main transport services we fund and any gaps.

“I want to thank the LINk for organising and running what I felt to be a very successful Hearsay event. I thought it went well with a very positive and high level of energy in the room. I look forward to the report and responding to the things people have asked for” Sara Livadeas, Deputy Director, Joint Commissioning, Oxfordshire County Council

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Hearsay! 2012

PRIORITY 5b—To look at housing concerns Issues raised

“Co-ordination between County Council and District Council to analyse which group gets how much housing"

Council response

What we are going to do

The council recognises that they need a strategic approach to Housing Needs.

We have created a new post specialising in the commissioning of supported housing. This post will begin in June 2012.

We will develop a specialist housing strategy for adults of a working age by March 2013. This will be shared with the districts. We have already send the feedback from the feedback from the event to the districts.

“Make it clear who is responsible for housing– social, supported and private”

We will ask the LINk to invite District Housing staff to next year's HEARSAY event.

“Plan housing programs with District Councils”

We already have a supported housing strategy for older people. In line with this plan by March 2013, we will have commissioned an additional 130 Extra Care Housing places

“Appropriate move -on housing works really well when it’s available”

Social care assessments should include an assessment of housing needs within them. We will therefore undertake an audit of assessments to see that they are addressing housing needs and report back to the LINk in December 2012.

“Ensure assessment includes all housing needs, retain housing if available for people who live in locality”

“Consistency of transitional arrangements for children – adults”

Meeting people's housing needs is a key part of meeting their social care needs. We will therefore ensure we do this in a timely way and with good quality

We will positively promote of the DFG (disabled facilities grant) – by employing 5 new DFG champions across the county , to ensure understanding of it and entitlement.

They will be piloting a fast track DFG system and review it in December 12.

We will identify standards for completing DFG applications and share these with the LINk by September 2012.

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Hearsay! 2012

What people thought of the event

We gave each guest a feedback form asking them how well they thought the event was organised and what they felt about the day. From the forms that were completed, this is what was said:

100% said YES

Did you feel listened to?

Were you able to say what you wanted to?

99% said YES

Were your transport arrangements ok?

100% said YES

Are you glad you came today?

99% said YES

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Hearsay! 2012

The future of Hearsay!

Oxfordshire LINk and the County Council are committed to providing feedback on the progress made on the action plan every three months, including holding update meetings with LINk and Council staff. We will also use different methods throughout the year to find out from our guests how changes to services are affecting them. This is a year of transition for Oxfordshire LINk, which will be evolving into HealthWatch from April 2013. We will be keeping in touch with you to let you know how these changes will affect Hearsay! in the future. We value your contributions and feedback greatly and if you would like to be part of our planning group for Hearsay! please contact Sue in the LINk office. We would like to take this opportunity to say a huge thank you to those who attended Hearsay! and for those that couldn’t, but passed on comments.

Sue Marshall Lead Development Officer for Hearsay! Oxfordshire LINk For further information on our Hearsay! events or if you are interested in getting involved with the LINk, please contact Oxfordshire LINk on:

Oxfordshire LINk Oxfordshire Rural Community Council Jericho Farm Worton Witney OX29 4SZ

01865 883488 sue.marshall@oxonrcc.org.uk 38


Hearsay! 2012

“Words into actions that’s what we need” Quote from an 80 year old guest

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Social Care Hearsay Annual Report 2012