The Fire Fighters Charity Services Information Booklet

Everything you need to know about our services 1

2172 FFC Services Info Booklet A5.indd 1

11/12/2017 10:05

Harcombe House Telephone: 01626 853639 Email: harcombe@firefighterscharity.org.uk

Marine Court Telephone: 01903 735931 Email: marinecourt@firefighterscharity.org.uk

Jubilee House Telephone: 01768 890009 Email: jubilee@firefighterscharity.org.uk

Customer Care Team Telephone: 01256 366566 Email: services@firefighterscharity.org.uk

2

2172 FFC Services Info Booklet A5.indd 2

11/12/2017 10:05

You’re reading our Services Information Booklet and are one step closer to finding out about the services that are available for you.

Over the coming pages we’ll explain more about the diverse range of services that we provide to over 5,000 people every year and the process that you will go through to access them. We’ll also talk about eligibility and outline the other factors that we consider in ensuring we find the best service to meet your needs..

We’re proud to support as many people as we possibly can at our centres, in their own homes and communities and over the phone or internet, and we’ll always try our very best to ensure that you can access the right service for your particular need. However, in some cases our own services might not be appropriate or suitable for you, so when these situations arise, we’ll work with you to find the right service or organisation for you.

So read on to find out more and visit www.firefighterscharity.org.uk to explore and watch real life stories from beneficiaries who have been through this journey already.

3

2172 FFC Services Info Booklet A5.indd 3

11/12/2017 10:05

The question of eligibility

When our beneficiaries find themselves in need of support, the first question they often ask is whether or not they are eligible for support from The Fire Fighters Charity.

Thankfully, discovering the answer to this question is not complicated and usually involves nothing more than a call to our Customer Care Team on 0800 389 8820.

Eligible beneficiaries include: • Serving fire and rescue service (FRS) personnel including uniformed staff, support staff and FRS appointed Chaplains and Faith Leaders.

• Former FRS personnel with at least five years’ service* • Employees of The Fire Fighters Charity or former employees with at least five years’ service*

management or provision of a Fire Services Youth Scheme • Any dependant of any person falling within the above categories** • Any active FRS volunteers for over six months (engaged on, or assisting in the management or provision of, a formal fire service volunteer scheme).

• Works firefighters or former works firefighters who meet the criteria determined by our Trustees

* If made involuntarily redundant then the service requirement is two years, if medically retired there is no qualifying length of service requirement.

• Any person engaged on, or assisting in the

**Dependants will normally include a spouse or partner

(living in the same household for at least two years), widows, widowers and children (age limits apply). In some circumstances other family members may be eligible where there is a clear dependency on an eligible beneficiary.

However, due to the diversity of individual situations we’d always advise you to seek further clarification when you first apply.

It’s also worth being aware that each eligibility category has its own criteria. So if you are unsure if you, or your dependant, are eligible to access our services please call the Customer Care Team on 0800 389 8820.

4

2172 FFC Services Info Booklet A5.indd 4

11/12/2017 10:05

If you are an eligible beneficiary and you require support, we may be able to support you with the following services, depending on which is most appropriate for your need(s): •

Physical Rehabilitation: A structured programme of physical and psychological sessions led by our clinical teams. Typical reasons for attendance include back pain, support post planned surgery such as hip and knee replacements, and support improving fitness levels.

• Psychological Rehabilitation: A structured programme of physical and psychological sessions led by our clinical teams. Common reasons for attendance include stress, depression, anxiety, and some forms of trauma.

• Recuperation: Time to aid emotional recovery following a major life-changing event.

• Health and wellbeing programme: A structured programme of physical and psychological sessions led by our clinical teams. This programme is for long term and lifestyle conditions including arthritis, fibromyalgia, heart

disease and diabetes. Where support is provided by a partner, they can also attend and take part alongside the beneficiary to support them in getting the most out of the programme and continue the progress once they return home.

• Child and family programme: An opportunity for families with special needs to come together and participate in a tailored programme of activities •

Nursing support: Dedicated support to those with personal care and nursing needs to enable them to access our rehabilitation programme or provide a period of rest. Available at Jubilee House only.

•

Advice, information and support service: Online, telephone and communitybased support across a wide range of areas.

Our Customer Care Team is your first point of contact for all our services. The friendly and supportive team will be able to provide you with information in respect to all our services and can help direct you to the one that best meets your need. You can also rest assured that all enquiries received are treated impartially and confidentially.

Our Customer Care Team’s freephone Services Access Line is open between 8am-6pm Monday to Friday as well as 9am-5pm on Saturday for advice and support, with an answerphone for out of hours and busy times.

You can contact the Customer Care Team on: Phone: 0800 389 8820 Email: services@ firefighterscharity.org.uk Website: www.firefighterscharity.org. uk/enquire-about-ourservices/ Address: Customer Care Team The Fire Fighters Charity Level 6 Belvedere House Basing View Basingstoke RG21 4HG The Customer Care team will discuss your needs and may send you an application form. Once you have received this, please complete it and provide us with as much information as possible for our clinical teams to assess your needs and what service will be most beneficial.

5

2172 FFC Services Info Booklet A5.indd 5

11/12/2017 10:05

All you need to know • Rehabilitation • Recuperation • Child and family programme • Advice, information and support service

6

2172 FFC Services Info Booklet A5.indd 6

11/12/2017 10:05

SERVICE: REHABILITATION What is it?

We offer rehabilitation to people presenting with physical and/ or psychological needs, whether recovering from injury, illness or trauma. For example, recent applications for rehabilitation support have included people recovering from knee or back surgery, people aiming to get back on the run following an injury, as well as people coming to terms with the psychological impact of their work.

We take a multi-professional approach to rehabilitation and, if suitable for our programme, we’ll take you through an assessment at the start of your stay which allows our team of clinical staff to design a programme of exercise and support that is unique to your needs. In other words, we ensure that every participant on our rehabilitation programme gets the most out of the experience for their specific need.

What can you hope to achieve?

The aim of our Rehabilitation Programme is to promote independence, providing people with the tools they need to manage their condition(s) at home by themselves.

We achieve this by providing a specialised residential programme, of varied lengths, run by a clinical team of healthcare professionals that includes Chartered Physiotherapists, Psychological Therapists, Registered Nurses (at Jubilee House only), Exercise Therapists and Clinical/ Rehabilitation Assistants.

We use assessment criteria and evidence-based protocols to measure outcomes and to help you to understand how far you have progressed during your time with us. We also use the same elements of this assessment criteria when considering your application, ensuring that our clinical teams have all the information they need when you arrive at one of our centres.

Where is it?

Our Physical and Psychological Rehabilitation Services are provided at Marine Court in Littlehampton, West Sussex and Jubilee House in Penrith, Cumbria. Our Health and Wellbeing programme is provided at Harcombe House, Chudleigh, Devon with plans to introduce this to Jubilee House in 2018.

What can you expect?

During the programme you will access a range of physical group sessions, both on land and in water, as well as our health education workshops which address common themes and topics experienced by people with a physical and psychological condition or problem.

You will work through your personal programme alongside others in your group who will be attending for their own, often similar but sometimes wide ranging conditions. The group nature of the programme allows essential support and interaction from all involved in the Rehabilitation programme.

If required, you will also receive 1:1 input from a relevant member of the team during your time on the programme.

Learning about your condition and how to manage it in the long term is also a cornerstone of our programme. So you can expect to attend health education sessions, alongside the physical elements of your programme, for an all-round, well-balanced approach to improving or managing your situation as effectively as possible.

7

2172 FFC Services Info Booklet A5.indd 7

11/12/2017 10:05

SERVICE: REHABILITATION What types of programme are there?

which centre would be most appropriate for you.

1. Physical Rehabilitation

Of course, the date at which you attend can be dependent upon a number of factors, with the date of any surgery or treatment you might be having often being the most relevant factor in deciding time frames.

To attend too soon after an intervention, or before you are ready to fully participate in the majority of the programme, could be counter-productive.

Our Physical Rehabilitation programmes are suitable for those applying with a physical need for rehabilitation, such as those recovering from illness or injury. These programmes are available on variable lengths, depending on individual needs and requirements. The length of programme will be discussed with you upon booking.

Once you have completed your application form it will be assessed by a member of the clinical team who will then make a recommendation in regards to the most suitable date for you to attend and

In some cases it may also be appropriate to access the Rehabilitation programme prior to planned major surgery.

This may help you prepare for your surgery and potentially reduce your rehabilitation time thereafter.

Those on primary physical rehabilitation can also access one-to-one sessions with one of our psychological therapists (subject to availability).

2. Psychological Rehabilitation

Our Psychological Rehabilitation programmes are suitable for those applying with a need for psychological support, over and above their need for physical support. The length of time you spend on the programme will depend on your individual need. During the application process this will be discussed between you and a Psychological Therapist.

All beneficiaries who take part in the Psychological Programme will have one-to-one sessions with our psychological therapists, with some group work where appropriate. This programme will also include physical exercise and health education sessions, tailored to your individual need and designed to complement the psychological support you will be receiving.

3. Health and Wellbeing Programme

Having first been launched at Harcombe House in 2016, the Health and Wellbeing Programme is our newest programme. It is aimed at individuals who may have one or more lifestyle or long term conditions including diabetes, 8

2172 FFC Services Info Booklet A5.indd 8

11/12/2017 10:05

heart disease, arthritis and fibromyalgia.

This unique programme aims to empower you with the information you need to learn more about your condition and how to manage it effectively.

The programme enables you to work at your own pace under the supervision of our clinical team, as well as giving you the opportunity to work with others in a group.

Elements of a recuperation stay are also incorporated into our Health and Wellbeing Programme, including rest days, the opportunity to socialise with others on the programme and time for yourself.

You can attend on your own or with a partner who supports or cares for you. We understand that, for many people with longstanding conditions, the support of their partner is important, both at home and in life in general. We encourage partners to participate in the programme too, enabling a shared experience from which both can benefit. This joint participation will also give you both the tools you need to continue making effective long lasting changes on your return home.

Is there any additional nursing support?

We have dedicated 24/7 nursing support available at Jubilee House in Penrith, meaning that we can provide you with round the clock care if you require it.

This support allows people to attend the centre independently and participate in the rehabilitation programme or benefit from a period of rest. The Nursing service is

registered with the Care Quality Commission.

Once you arrive at Jubilee House our nursing team will take the time to discuss your stay in detail with you, allowing for a tailor-made care plan to then be written for you to cover the duration of your time with us.

Please note that unfortunately we are unable to provide nursing support for those beneficiaries with Alzheimer’s disease or dementia.

What else do I need to know?

As a beneficiary, none of our rehabilitation services will cost you a penny. However, should you wish to make a donation to help us to support others, you can do so at www.firefighterscharity.org. uk/donate What if rehabilitation isn’t suitable for me?

Of course, our various rehabilitation programmes might not be suitable for everyone and might not be able to meet your specific needs.

However each circumstance

is unique, so please call our Customer Care Team on 0800 389 8820 and a member of the team will be happy to discuss your needs and may arrange for a member of the clinical team to contact you if appropriate.

If we can’t support you ourselves we’ll also try our very best to refer you to organisations who can. So please pick up the phone.

What does the Charity expect of me?

To take part in the programme, to enjoy yourself, to embrace the opportunity and to respect your fellow beneficiaries, our teams and our centres.

We’re confident it won’t happen, but we do also need to make you aware that we can bring your stay with us to a premature end if you behave inappropriately towards another guest or staff member, cause any damage, fail to engage appropriately in the programme, or inhibit the right of others to benefit from their stay.

9

2172 FFC Services Info Booklet A5.indd 9

11/12/2017 10:05

SERVICE: RECUPERATION

What is it?

During the course of our lifetime many of us will experience an unforeseen life changing event. These events can often be traumatic and it is during these difficult times that we can support you with recuperation.

A seven day stay at one of our three centres offers the opportunity for rest and recovery. This usually means that you are recovering from a serious illness or operation, but it can also be of benefit if you need to recover from a traumatic event, such as the death of a partner or child, or have had a serious accident or injury.

What if my condition is long term?

For those with long term conditions or a continuing illness, or most planned surgeries, we usually recommend an activity-based programme such as our rehabilitation or health and wellbeing programme.

All our rehabilitation programmes can be modified to meet your individual needs and the rehabilitation team is there to provide support and guidance during your stay. In some cases it

may also be more appropriate to support you to access services in your local community.

Your first port of call should always be our Services Access Line, through which a member of our Customer Care team will be happy to discuss your situation and advise you on the best service to meet your needs.

I have been ill, can I apply for recuperation?

We will generally support an application for recuperation following an unexpected period in hospital for a complex operation or because of a serious occurrence of ill health. We are not able to offer recuperation where the in-patient treatment received was routine, relatively minor or considered to be non-invasive.

When should I apply if I have been ill?

Recuperation should normally be applied for within four weeks of being discharged from hospital, and taken within 12 weeks of your application being signed and dated.

Of course we recognise that there may be occasions where, due to individual circumstances,

there can be a delay in applying.

However, applications for recuperation should be received as soon as possible. Where there is a considerable delay in accessing recuperation we may write to your GP to ask for further information to help us establish your eligibility to receive services.

As noted above, recuperation is not normally offered in cases of long term illness. However, should surgery or treatment be required that results in a significant change in your condition an application for recuperation may be considered as an exceptional case. So, if you’re not sure, please call us to find out.

I’ve suffered a bereavement, could I apply for recuperation?

If you have sadly lost a partner or a child then you can apply for recuperation.

Unfortunately we cannot always offer recuperation for bereavement following the loss of other family members, colleagues or friends. However, it can be offered in exceptional circumstances so please do call us to discuss your circumstances.

Recuperation for bereavement

10

2172 FFC Services Info Booklet A5.indd 10

11/12/2017 10:05

will also normally be offered within a specific timeframe.

What else do I need to know?

• We offer recuperation at all three of our centres •

Full board or self-catering options are available, but are dependent on availability at the time of your allocated visit.

•

Nursing assistance is available at Jubilee House, should you require support to access recuperation services. Please note, the nursing service is registered with the Care Quality Commission and is unable support beneficiaries with dementia / Alzheimer’s. In addition the Charity cannot accept anyone directly discharged from hospital.

• Please be advised that recuperation may be limited at Harcombe House for four weeks of the year. These weeks are set aside for our Child and Family programme which runs during school holidays.

Is recuperation a holiday?

No. Recuperation is provided to support early recovery and we therefore use recuperation criteria to assess each application. Of course, should you be in need of a holiday, we do provide rental breaks at all three centres. More information can be found on our website: www.firefighterscharity.org.uk/ get-involved/holiday-rentals/

in which you are attending and whether you’re bringing anyone with you.

The minimum charge you can expect to pay will be £5 per night. However, there are additional charges for any carers, guests or dependant children accompanying you.

These will also vary depending on your board basis (full board, half board or self-catering).

If your application is successful the Centre you will be attending will advise you of the applicable charges and can explain the breakdown of these before confirming your attendance.

What if I can’t afford to pay?

In the event of financial hardship we may be able to consider waiving your fee.

However, this would need to be discussed at the time of booking so please take some time to chat it through with our Customer Care Team when you first call. They will likely refer you to our Advice, Information and Support Service to assess your need, after which we can confirm the decision in regards to waiving your fee.

Can I use the pool and other facilities at the centre?

During the day priority use of the facilities is given to those undertaking the rehabilitation programme. Outside of these hours you may be able to access the gym and leisure pool. Please speak to reception on arrival.

Could I join in with the rehabilitation programme if I wanted to?

There may be opportunity to attend some of the health education workshops, if capacity allows. However, you will not be able to access the Rehabilitation or Health and Wellbeing programme (e.g. physiotherapy, psychological therapy) while staying with us.

What does the Charity expect of its recuperation guests?

We’re confident it won’t happen, but we do also need to make you aware that we can bring your stay with us to a premature end if you behave inappropriately towards another guest or staff member, cause any damage or inhibit the right of others to benefit from their stay.

Should the primary applicant for recuperation be unable to attend, please inform the centre at your earliest opportunity prior to attendance.

Why do I have to pay for recuperation?

There is a small charge for the recuperation service which will vary depending on the capacity 11

2172 FFC Services Info Booklet A5.indd 11

11/12/2017 10:05

SERVICE: CHILD AND FAMILY PROGRAMME What is it?

Having a child who has specific needs resulting from a disability or long term condition can often be challenging, resulting in additional pressures on the whole family. We are pleased to be able to provide structured activity breaks for all the family, offering parents and siblings the opportunity to relax and enjoy some quality time together in a safe and welcoming environment.

additional challenges, ill-health, un-foreseen or life-changing events that impact upon everyday quality of life. The Child and Family Programme is offered where there is an identified need, and is available to all immediate family members, including parents and siblings.

Is it suitable if we all just need a holiday?

The Child and Family Programme offers the whole family the opportunity to participate in a variety of structured activity sessions aimed at supporting and encouraging greater social interaction, communication and increased confidence.

We do not offer this programme where a holiday is needed as full participation in the diverse range of activities provided on this programme is required. We also offer this programme to families following an assessment of need. Our Customer Care Team will be able to talk you through this when you apply.

Who is it suitable for?

What else do I need to know?

The Child and Family Programme may be suitable for those families who have children with special needs who are experiencing some

The Child and Family Programme is available on four separate weeks of the year and is offered during varying weeks of the school holidays.

Up to five families are invited to attend the programme in any one week. Allocation may be prioritised to those families who have not previously attended the programme and may be subject to availability and waiting times.

The Child and Family Programme is currently offered at Harcombe House in Devon staying in one of the chalet-style bungalows situated within the grounds and on a full-board basis.

Please be advised that whilst this programme is currently running from Harcombe House, this can be subject to change.

There is no charge for the Child and Family Programme.

12

2172 FFC Services Info Booklet A5.indd 12

11/12/2017 10:05

SERVICE: ADVICE, INFORMATION AND SUPPORT What is it?

During the course of our lives many of us will experience illness, injury or an unforeseen event that requires some additional support or guidance from others to help us through a difficult time. Our Advice, Information and Support Service (AIASS) exists to help support you at these times by providing advice, information and local support.

Who is it for?

Not everyone will require the Charity’s centre services, but you may require support at home or when accessing services in your local community. Our team of social care professionals and volunteers is on hand to provide practical assistance and support to identify solutions to meet your needs and improve your quality of life.

Your individual needs will be assessed so that we can fully understand your situation and how we may be able to support

you. This may well mean that we can provide support to you ourselves or, if that’s not appropriate for you, then we will help you to access the support you need from other organisations.

What can the AIASS team advise me on?

Our team is able to offer information, advice and practical support in addressing a wide range of issues, all aimed at improving your quality of life, including: • disability and ill health: adaptations, specialist equipment • social care issues: statutory provision, grant funding advice • welfare rights and welfare benefits support • financial hardship • bereavement support • advice and signposting to other organisations.

What else do I need to know?

Please be advised that if you require financial support you will be asked to complete an Application for Assistance form and to provide information relating to your income and expenditure.

All applications for assistance are subject to meeting our approved criteria and are based on evidence of need. A member of the team will contact you to discuss your circumstances and, where appropriate, may arrange to visit you at home to assess your needs or help with completing the Application for Assistance form.

13

2172 FFC Services Info Booklet A5.indd 13

11/12/2017 10:05

Q. Can I bring my dog to any of the centres?

A. Unfortunately, with the exception of registered assistance dogs, we do not allow pets at any of our centres.

Q. Does my employer need to know that I have applied to the Charity for assistance?

A. No, all requests for Charity assistance are handled sensitively and in confidence.

Q. Is there a waiting list for Charity services delivered at the centres, and how long will it take before I can attend?

A. Waiting times for centre-based services may vary depending on demand. Your clinical condition and ongoing treatment may also impact on the length of time you

have to wait before accessing centre services.

Q. Is there a limit to the amount of times one individual is able to access the centre services?

A. Service provision is dependent upon beneficiary need; some beneficiaries may require additional visits (rehabilitation services) or need to reapply for services again in the future. Each application will be assessed by one of our clinical team and the needs of that individual carefully considered. In identifying suitability for Centre-based services we will consider whether we are able to meet your needs, either through rehabilitation or recuperation,

or whether advice, guidance and support in accessing local services may be more appropriate. For beneficiaries who reapply for Centre-based services for the same problem we will review previous attendance and outcomes to determine whether or not further residential services will give additional benefit.

Q. How do I get to the centres to access my programme?

A. You are responsible for arranging and paying for your own travel to our centres. If you are experiencing financial hardship which may prevent you from travelling and accessing services, we may be able to assist with meeting the cost. A referral for financial

14

2172 FFC Services Info Booklet A5.indd 14

11/12/2017 10:05

support can be made to the Advice, Information and Support Service by calling the Customer Care Team on 0800 389 8820.

We will cover part of the cost of port-to-port travel from UK Islands to the UK mainland for those attending centrebased programmes. Further information will be supplied with the application form for eligible individuals.

Q. Once the application form for centre services has been submitted how can I contact the Charity if I have any further questions?

A. We will keep in contact with you regarding the status of your application. If you have any queries please contact the Customer Care Team on 0800 389 8820 or if you have been advised which Centre your application has been directed to, please contact that Centre directly using the contact details at the beginning of this booklet.

Q. Can I bring my partner on rehabilitation?

A. Due to the nature and design of the main rehabilitation

programme, we encourage beneficiaries to attend on their own. Attending alone enables you to have the space to focus on your individual recovery. If you want to bring an additional guest this would be subject to availability at the centre, as well as a guest charge.

Partners are, however, encouraged to attend and participate in the Health and Wellbeing Programme alongside the beneficiary, due to the nature and objectives of the programme. See the details at the beginning of this booklet.

Q. Are children and young people able to access the Charity’s rehabilitation services?

A. Unfortunately we do not provide rehabilitation services for children. We employ registered professional staff to deliver our rehabilitation services and these professionals are qualified to provide services to adults.

Beneficiaries aged 17 can join our physical rehabilitation programme if chaperoned by an adult for the full duration, and if appropriate for their condition.

Due to the regulation of the service, beneficiaries accessing nursing and/or psychological support must be aged 18 or over.

Q. What if I am not eligible for (or my needs cannot be met) for residential services such as recuperation and rehabilitation, but I would like to stay at a Centre?

A. We are pleased to offer rental accommodation and this can be booked directly with the centre of your choice. For more information on holiday rentals please visit our website www. firefighterscharity.org.uk/ holidayrentals or contact the relevant Centre directly on the contact details at the beginning of this booklet. There is no advance time limit on booking a rental. However demand is higher, and availability therefore reduced, at peak times of the year, so book early to avoid disappointment. By taking a rental break you will be supporting us as all revenue generated goes straight back into upgrading existing facilities and services, so we can continue to provide a quality service to you.

15

2172 FFC Services Info Booklet A5.indd 15

11/12/2017 10:05

There are a host of ways you can support us, here’s what you need to know.

Donate: www.firefighterscharity.org.uk/donate Become a regular donor, give a one off gift or leave a gift in your will.

Take part in an event: www.firefighterscharity.org.uk/events Skydive, run, walk, swim, cycle-take your pick!

Fundraise for us: www.firefighterscharity.org.uk/getinvolved Hold an event, recycle your old clothes or get sponsored

Holiday with us: www.firefighterscharity.org.uk/holidays Great value breaks throughout the year at our centres

16

2172 FFC Services Info Booklet A5.indd 16

11/12/2017 10:05