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Signposting Directory

2016/2017

Bolton

Healthwatch Bolton 1 - 2Devolution in Greater Manchester 3What’s This All About? 4Information for Families - Bolton Council 5 - 6Do You Really Need to See Your GP 7 - 8What Healthcare Can I Get on the NHS 9 - 12GPs & GP Surgeries in Bolton 13 - 14Pharmacies in Bolton 15 - 16Dentists in Bolton 17Opticians in Bolton 18Your Right to Social Care & Support - Bolton Council 19 - 20What is Social Care? 21 - 24Adult Social Care Matters - Bolton Council 25 - 26Adult Health & Social Care - Bolton Council 27 - 28Safety Advice to Help Independent Living - Bolton Council 29 - 30Support for Carers - Bolton Council 31Creating Dementia Friendly Communities - Bolton Council 33 - 34Ambition for Ageing 35Home from Hospital - Bolton Age UK 36Recognising Mental Health & Support 37 - 38Planning For Your Future Care Needs 39 - 40Choosing the Right Care Home Agency in Bolton 41 - 42Choosing the Right Care Home 43Residential & Nursing Homes in Bolton 45 - 46Expressing Complaints & Concerns 47 - 48

CONTENTS

Disclaimer

Another quality publication by Healthcare PublicationsIf you require extra copies of this directory or are interested in advertising in future editions

please email Healthcare Publications on [email protected] or visit www.hcpublications.org

Healthcare PublicationsSignposting Health & Social Care in Partnership with your Local Healthwatch

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

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 Bolton nor Healthcare Publications can be held responsible for any errors or omissions.

All signposting services are up to date as of February 2016.

This Directory contains advertising from businesses who are offered the opportunity to reach potential customers through inclusion. However, any information provided by a company or organisation does not carry endorsement or approval of any product or service by Healthwatch Bolton or Healthcare Publications.

1

HEALTHWATCH BOLTON

What is Healthwatch Bolton?Healthwatch is the independent consumer champion for health and social care in Bolton. Our job is to represent consumer interest for all those who use health and social care services in the country.

Healthwatch Bolton is a registered charity no: 1157070 that brings together public engagement, consultation and health and social care consumer advice services together in a single organisation to create evidence and insight to help improve local health and social care services.

What powers does Healthwatch have?• Healthwatch Bolton has a seat on the local Health and Wellbeing Board – the body that oversees health and social care in the country – and therefore can influence how services are set up and commissioned.

• We have statutory powers to enter and view health and social care services using our trained volunteers who undertake the role of Authorised visitor.

What does Healthwatch Bolton do?• Gathers the views and experiences of people within Bolton, about their health and social care priorities

• Will produce reports which influence the way services are designed and delivered throughout Bolton

• Provides information, advice and guidance about local services

• Passes information, issues and concerns to health and social care regulatory bodies and escalate issues to Healthwatch England.

Information, Advice and Guidance ServiceHealthwatch Bolton also provide an information, advice and guidance service. This means that people can contact us for clear, straightforward and up to date information about health and social care services for example, how to register with a GP. We can also give advice on how to make a complaint, however we do not investigate or deal directly with complaints.

If you need help and support in making a formal complaint about an NHS service please contact us for more information.

Have Your SayAllowing the public to ‘have your say’ and ‘making your voice count’ are the fundamental roles of Healthwatch Bolton. Services should be and will be based on children, young people and adults needs and experiences and accountable to local people. Every voice counts when it comes to shaping the future of services and improving them for today.

We’re here, so come and talk to us. Your words will make a difference and by contacting us with your experiences we will make your voice count.

Healthwatch Bolton wants youto have your say in a variety of ways whether its by posting a comment on

our website:

www.healthwatchbolton.co.ukFollowing us on Twitter: @HWBolton

Liking us on Facebook at: Healthwatch Bolton

By contacting our information and signposting service: 01204 394603

What matters is making your voice count and your local health and social care services are guided and shaped

by your feedback.

2

HEALTHWATCH BOLTON

Healthwatch Bolton would like to know what health and social care issues are important to you, your family and friends.

Tell us what you would like Healthwatch Bolton to do for you:1. Are you happy with the Health and Social Care you are receiving?

2. Do you have a relative or friend living in a care home? Are you/they happy with the care they receive? Please tell us of your positive or negative experiences.

3. Can you get an appointment with your GP (doctor) when you need to?

4. Have you had to stay in hospital recently, if so, what was it like?

5. Do you or a relative suffer from a long-term illness: are you/they happy with the help and support you/they receive?

6. Do you know what services are available and how to choose the right one, when you need urgent care?

Thank you for giving us your feedback. This will help Healthwatch Bolton to continue to prioritise its work.

Healthwatch MembershipHealthwatch Bolton is registered as a Charitable Incorporated Organisation with a ‘by association’ structure. This means that we are a membership organisation and that the membership have the power to vote in the election of Trustees. To become a member all you need to do is fill in a membership form which can be downloaded from our website www.healthwatchbolton.co.uk.Being a signed-up member of Healthwatch Bolton gives you the right to vote as part of Healthwatch Bolton’s constitution.

You will also receive a regular newsletter and information and be invited to the Healthwatch Bolton forum which normally takes place once a month.

Get InvolvedAnyone can get involved with Healthwatch Bolton and contribute to its activities because everyone’s views matter. You can do as much or as little as you like – from filling in a survey, attending the occasional meeting, signing up as a Healthwatch member, becoming an authorised representative. There are also opportunities to become Trustees of Healthwatch Bolton or a member of the Board of Engagement and External Relations (BEER).

TrusteesThe Trustees are the legally accountable governance body of Healthwatch Bolton, they are responsible for the development, management, accountability and sustainability of the organisation and for complying with legal responsibilities of Healthwatch Bolton. Trustee meetings concentrate on the business of running Healthwatch Bolton and deal with strategic direction, monitoring progress, developing Healthwatch Bolton as a sustainable organisation as well as looking at policy, finance, fundraising and legal and compliance matters.

Board of Engagement & ExternalRelations (BEER)In addition to the Trustee Board Healthwatch Bolton has established a Board of Engagement and External Relations, this group works alongside the Trustees to develop relationships with important players in the health and social care economy.Group members attend a variety of local strategic and scrutiny committees, represent organisations with whom we have working partnerships and act as liaison people for particular aspects of Healthwatch Bolton’s work. Members of the BEER attend for example the Health and Wellbeing Board and the Health and Social Care Overview and Scrutiny Committee, as well as many others.

3

You may have heard about Greater Manchester Devolution deal in the news recently.

So what is this all about and how will it affect you? Well here we will explain the basics of Devolution and what it means for the future of Greater Manchester.

On 1 April 2016 a new era in Greater Manchester’s history begins when it becomes the first region in the country to have devolved control over integrated health and social care budgets, a combined sum of more than £6 billion. For the first time, health and social care will become integrated and local people will be taking charge of decisions on the health and social care services for Greater Manchester.

In its simplest form public services will take charge of and responsibility for their localities .

For example they will:• Ensure there are a wide range of facilities within local communities including parks, open spaces, leisure, safe cycling routes, good quality housing.

• Ensure easy, timely access to good quality seven day a week primary care to screen, diagnose and treat and prevent disease as early as possible.

• Support families to bring up their children to have the best start in life through our Early Years New Delivery Model .

• Support all people to live well, supporting unemployed people into work or training and helping people benefit from the fastest growing economy in the UK .

• Assist people to age well keeping healthy and connected to their neighbours for as long as possible at home .

At the same time the people of Greater Manchester must take greater charge of, and responsibility for, their own health and wellbeing . This could include:• Keeping active and moving at whatever stage of life.

• Registering with a GP and going for regular check-ups, taking charge of their own health and wellbeing .

• Drinking and eating sensibly, not smoking and encouraging their children to do the same .

• Taking time to be supportive parents, bonding with their babies and encouraging their children to be the best they can be

• Taking advantage of training and job opportunities setting high aspirations for themselves and their families by Supporting their older relatives, friends and neighbours to be as independent for as long as possible .

The Greater Manchester Devolution deal was signed and announced by George Osborne in 2014. In February 2015 the 10 Greater Manchester Borough Council leaders, including Bolton’s Cliff Morris, the leaders of Clinical Commissioning groups and other key signatories like Public Health England signed a Memorandum of Understanding.

The aim of the deal is to allow Greater Manchester to decide it’s own priorities based on local need and local knowledge rather than the ‘one size fits all’ approach that we currently have. No decisions about Greater Manchester without us is the approach.

Throughout 2015 the 10 Greater Manchester localities have been working on local plans which were then fed into a wider Greater Manchester discussions.

“Taking charge of our Health and Social Care in Greater Manchester: The Plan” was published in December 2015 and will form the blue print for the transformation of services between now and 2021.

DEVOLUTION IN GREATER MANCHESTER

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WHAT’S THIS ALL ABOUT?

So what are the key areas of Greater Manchester Devolution?The deal includes health and social care, the other areas are transport, skills, police and fire, planning of the land.

Health and Social CareGreater Manchester is set to receive around £6 billion of the health and social care budget with decisions on how to spend it being made locally. The money is not additional income but pulls together current budgets for health and social care services.

There are four main areas for change:

Start well, live well, age well – prevent more ill healthMany people across Greater Manchester have ill health – some suffering very poor health and there are huge differences in where you live. We generally have poorer health than the UK average. For example, illnesses like cancer and heart disease affect more people in Greater Manchester than in most areas of the UK. Ill health can be caused by many things such as unemployment, debt, loneliness, air pollution, smoking and what you eat and drink. There are many other things that cause ill health, but the Greater Manchester Devolution want to try to change the things we can have an impact on.

Together, with you, your families and your community, the Greater Manchester Devolution want to create better services in the future that fit your needs. They also want you to make better health and wellbeing choices and listen to what ideas you have to make this change happen.

Local community services working better togetherIn many parts of Greater Manchester, local organisations have already started working better together. The Greater Manchester Devolution want to take this further, with GPs, hospital doctors, nurses and other health professionals coming together with social care teams and voluntary groups to develop Local Care Organisations, with hospitals only needed for specialist care.

Hospitals working more closely togetherDoctors, nurses and other health and social care professionals have skills and experience that should be shared more widely across Greater Manchester, so that everyone can benefit equally from the same high standards of care. This will build on the strong history of sharing best practices across all our hospital sites – ensuring better standards of care, staffing cover across the sites and allowing staff to do further training, including specialist work. As more routine care is provided in the community – closer to home- the more hospitals can concentrate on providing specialist and critical care and getting people treated and cared for in the right places.

Sharing buildings, roles, ideas and ways of workingThere are lots of ways we could share things across the public sector. This could mean sharing buildings, so they are used better, using the same type of technology, creating jobs which work across health and social care, or even wider, and looking at the best ideas that work and using them in other parts of Greater Manchester.

Lots of these things may already be happening in our local area and that won’t change. The Greater Manchester Devolution will look to share the best ideas and ways of working and use these throughout Greater Manchester.

Healthwatch across Greater Manchester are involved in the devolution plans to ensure the voice of the public is included in the process.

To find out more go to:www.gmhealthandsocialcaredevo.org.ukor www.healthwatchbolton.co.uk/health-devolution-for-greater-manchester

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www.bolton.gov.uk

Information for Families

We can provide information on ...• Childminders• Children’s Centres• Disability Services• Early education• Financial help for families• Health issues• Holiday play schemes• Nurseries• Out of school activities• Parent and toddler groups• Play and activities• Pre-school groups/playgroups• Schools• SEND Local o�er• Special needs• Sport and leisure activities• Voluntary organisations

Working with ChildrenIf you want to become a childminder or set up other registered childcare provision we can provide information on how to register with Ofsted (O�ce for Standards in Education) and Childminding Agencies.We can also refer you to Early Years O�cers who can assist you with pre-registration advice and support.

Children’s CentresBolton’s Children’s Centres bring together services for children under �ve and their families, enabling them to access a range of services and information.The centres aim to improve outcomes for all children. They are friendly and supportive places where families can meet professionals and access all the services a young family needs.

Bolton Families Information Service provides free information, impartial advice and guidance on a wide range of local and national services for children and young people (aged 0-19) and their families.

For information on services for children, young people and families contact:Bolton Families Information ServiceOne Stop ShopTown Hall, Bolton BL1 1RUTel: 01204 332170Email: [email protected]

Websites www.bolton.gov.uk/�swww.mylifeinbolton.org.uk

Or call into your local Children’s Centre.

Bolton Council welcomes feedback on its services.

Please contact us if you wish to comment.Bolton Council has a complaints procedure which is available on request.

Brokerage ServiceBolton Families Information Service (FIS) provides a brokerage service to help families who are having di�culty �nding a childcare or early education place or who need additional support to access childcare facilities. The brokerage service also supports families of children with disabilities to access short break services e.g. leisure activities. If you feel your family would bene�t from this service please telephone 01204 338756.

Did you know that yourchild may be eligiblefor 15 hours of freechildcare a week?Good quality childcare helps your child learn and can really help your family by:• Providing your child with lots of fun, exciting and challenging activities• Supporting your child’s development• Allowing your child to build relationships with other children and adults• Preparing your child for school• Giving you the time to spend with younger children, to get back in to work or to go to college• Having opportunities to meet other parents and families

How much time can my child have free?• Up to 15 hours each week• 38 weeks a year in school term times only or• Up to a maximum of 570 hours spread over more weeks of the year; for example 11.4 hours for 50 weeksYou will need to check with your chosen provider what �exibility they are able to o�er.This place should be completely free regardless of how much money a family has, whether theywork or how much they earn.

Where are free places available?The free places are only available in school nurseries and settings that are registered by Ofsted and included in Children’s Services’ list of eligible providers. There are various locations a child can attend to access their free place. These are often called ‘settings’ or ‘childcare providers’ and include:• Playgroups/preschools• Private day nurseries• Local Education Authority (LEA) nursery classes or nursery schools• Independent schools• Childminders who are approved to provide free entitlement.

Who is eligible?Some 2 year olds may be eligible if:

• You are in receipt of certain bene�ts• You have an income below £16,190 per year• They have an Education, Health Care Plan (EHC) or Statement of Special Educational Needs (SEN)• They are looked after by the local authority• They attract Disability Living Allowance (DLA)• You receive universal credit

All 3 and 4 year olds are entitled to afree early education place.

What do I need to do?For more information on free childcare places, to �nd out whether you are eligible, or to �nd out about local childcare providers:

• Visit your local children’s centre

• Visit your chosen childcare provider

For 2 year old funding you will need to provide some information for an eligibility check.

For 3 and 4 year old places parents just need to visit their chosen provider to register.

For more information:Email: [email protected]: 01204 332170Online: www.bolton.gov.uk/freechildcare

6

www.bolton.gov.uk

Information for Families

We can provide information on ...• Childminders• Children’s Centres• Disability Services• Early education• Financial help for families• Health issues• Holiday play schemes• Nurseries• Out of school activities• Parent and toddler groups• Play and activities• Pre-school groups/playgroups• Schools• SEND Local o�er• Special needs• Sport and leisure activities• Voluntary organisations

Working with ChildrenIf you want to become a childminder or set up other registered childcare provision we can provide information on how to register with Ofsted (O�ce for Standards in Education) and Childminding Agencies.We can also refer you to Early Years O�cers who can assist you with pre-registration advice and support.

Children’s CentresBolton’s Children’s Centres bring together services for children under �ve and their families, enabling them to access a range of services and information.The centres aim to improve outcomes for all children. They are friendly and supportive places where families can meet professionals and access all the services a young family needs.

Bolton Families Information Service provides free information, impartial advice and guidance on a wide range of local and national services for children and young people (aged 0-19) and their families.

For information on services for children, young people and families contact:Bolton Families Information ServiceOne Stop ShopTown Hall, Bolton BL1 1RUTel: 01204 332170Email: [email protected]

Websites www.bolton.gov.uk/�swww.mylifeinbolton.org.uk

Or call into your local Children’s Centre.

Bolton Council welcomes feedback on its services.

Please contact us if you wish to comment.Bolton Council has a complaints procedure which is available on request.

Brokerage ServiceBolton Families Information Service (FIS) provides a brokerage service to help families who are having di�culty �nding a childcare or early education place or who need additional support to access childcare facilities. The brokerage service also supports families of children with disabilities to access short break services e.g. leisure activities. If you feel your family would bene�t from this service please telephone 01204 338756.

Did you know that yourchild may be eligiblefor 15 hours of freechildcare a week?Good quality childcare helps your child learn and can really help your family by:• Providing your child with lots of fun, exciting and challenging activities• Supporting your child’s development• Allowing your child to build relationships with other children and adults• Preparing your child for school• Giving you the time to spend with younger children, to get back in to work or to go to college• Having opportunities to meet other parents and families

How much time can my child have free?• Up to 15 hours each week• 38 weeks a year in school term times only or• Up to a maximum of 570 hours spread over more weeks of the year; for example 11.4 hours for 50 weeksYou will need to check with your chosen provider what �exibility they are able to o�er.This place should be completely free regardless of how much money a family has, whether theywork or how much they earn.

Where are free places available?The free places are only available in school nurseries and settings that are registered by Ofsted and included in Children’s Services’ list of eligible providers. There are various locations a child can attend to access their free place. These are often called ‘settings’ or ‘childcare providers’ and include:• Playgroups/preschools• Private day nurseries• Local Education Authority (LEA) nursery classes or nursery schools• Independent schools• Childminders who are approved to provide free entitlement.

Who is eligible?Some 2 year olds may be eligible if:

• You are in receipt of certain bene�ts• You have an income below £16,190 per year• They have an Education, Health Care Plan (EHC) or Statement of Special Educational Needs (SEN)• They are looked after by the local authority• They attract Disability Living Allowance (DLA)• You receive universal credit

All 3 and 4 year olds are entitled to afree early education place.

What do I need to do?For more information on free childcare places, to �nd out whether you are eligible, or to �nd out about local childcare providers:

• Visit your local children’s centre

• Visit your chosen childcare provider

For 2 year old funding you will need to provide some information for an eligibility check.

For 3 and 4 year old places parents just need to visit their chosen provider to register.

For more information:Email: [email protected]: 01204 332170Online: www.bolton.gov.uk/freechildcare

7

DO YOU REALLY NEED TO SEE YOUR GP?

Common health complaints, such as coughs, colds and headaches, account for one out of every five GP appointmentsin England.Many of these can be treated quicker and just as effectively at home using self care, advice from your pharmacist and over-the-counter medicines bought from pharmacies or supermarkets.Below are the top 10 conditions, listed in decreasing order, that account for 75% of GP consultations for minor ailments.1. Back painOne in five people visits their GP in any given year because of back pain. Most cases of back pain can be treated with over-the-counter medicines and self-care aids and techniques.Self-care tips:• Use paracetamol or ibuprofen for pain relief. • Use hot or cold compression packs.• It’s important to remain mobile by, within reason, carrying on with your day-to-day activities, including work. Take care when lifting objects.

2. DermatitisDermatitis, which includes conditions such as mild eczema, happens when your body comes into contact with a substance that irritates your skin or causes an allergic reaction.Self-care tips:• Avoid scratching. Scratching may damage your skin and allow bacteria to get in, leading to infection. It may help to keep your nails short.• Try to identify the irritant or allergen so you can avoid coming into contact with it.

3. Heartburn and indigestionDigestive complaints like heartburn, indigestion and bloating are very common. They’re usually treatable with simple changes to your lifestyle.Self-care tips:• Diet, excess weight, smoking, alcohol and going to bed on a full stomach can all contribute to indigestion.• Make a note of any food or drink that seems to make your indigestion worse, and try to avoid them. This may mean eating less rich, spicy and fatty foods, and cutting down on drinks that contain caffeine.

4. Nasal CongestionIn most cases, a blocked nose will clear within a few days without treatment once the body fights off the underlying infection. If you’ve got a virus, such as a cold or flu, your GP can’t offer you anything more than a pharmacist can provide. Antibiotics won’t help.Self-care tips:• Inhaling steam from a bowl of hot (but not boiling) water may soften and loosen the build-up of mucus in your nose. Adding menthol crystals or eucalyptus oil to the water may ease your blocked nose and catarrh.

5. ConstipationIf you are having difficulty passing stools (going for a poo), changing your diet may be all that’s needed to ease your constipation without taking medicines.Self-care tips:• If your constipation is causing pain, take a painkiller, such as paracetamol.• Add more fibre to your diet, such as fruit, vegetables, wholewheat pasta, wholemeal bread, seeds, nuts and oats. This may take a few days to have an effect.• Make sure you’re drinking enough water. Cut down on caffeine, alcohol and fizzy drinks.• Regular exercise will greatly reduce your risk of getting constipation.

8

DO YOU REALLY NEED TO SEE YOUR GP?

6. MigrainesA migraine is a reoccurring headache that’s strong enough to stop you from carrying on with daily life.Self-care tips:• Ask your pharmacist for advice. They may recommend over-the-counter painkillers. These are usually more effective if taken at the first signs of a migraine attack. • Combination medicines, which contain painkillers and anti-sickness medicines for migraine, can be bought without prescription. Always get your pharmacist’s advice first.• If your migraines are severe, you may need stronger migraine-specific medicines that are only available only on prescription from your GP.7. CoughsCoughs are usually caused by viruses such as the common cold or flu. They usually clear up without treatment once your immune system has beaten the virus. Antibiotics won’t help with coughs caused by viruses.Self-care tips:• Drink plenty of fluids – water is best. Make sure you drink something non-alcoholic at least every hour.• Make your own homemade cough mixture by mixing honey and lemon in hot water.• Some over-the-counter medicines can help to relieve cold or flu symptoms, such as a blocked nose, fever and headache.• If you smoke, try to stop smoking. Get advice from your pharmacy team about over-the- counter products that can help you stop smoking, or visit an NHS stop-smoking service.8. AcneAcne consists of spots and painful bumps on the skin. It’s most noticeable on the face, but can also appear on the back, shoulders and buttocks.Self-care tips:• Avoid picking or squeezing spots as this can cause inflammation and lead to scarring.• Use a mild face wash, which can be bought from a pharmacy. Bear in mind that over-washing can aggravate acne.• There’s no evidence that wearing make-up or that certain foods, such as fried foods or chocolate, can cause or aggravate acne.• Acne is caused by bacteria building up on your skin. The less you touch your skin, the less bacteria will spread on your skin.

9. Sprains and strainsMost mild to moderate sprains and strains can be treated at home.Self-care tips:• For the first 72 hours after a sprain or muscle strain you should avoid heat – such as hot baths – alcohol, running and massage.• Try to keep your sprained joint mobile, unless the sprain is severe. The injury will heal quicker if you move the joint as soon as you’re able to.• Your recovery time from a sprain or a strain will depend how serious the injury is. Get medical help straight away if your joint looks different than usual, is difficult or impossible to move, or you feel numbness or tingling.

10. HeadachesMost headaches aren’t serious, and are usually relieved by medicines, relaxation techniques and lifestyle changes.Self-care tips:• For pain relief, paracetamol usually works well to relieve a tension-type headache. It’s best to take a full dose as soon as a headache starts. Anti-inflammatory painkillers, such as ibuprofen, can also help with headaches.

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WHAT HEALTH CARE CAN I GET FROM THE NHS?

Alternative MedicineSome forms of alternative medicine (also known as complementary medicine) are available through the NHS from certain GPs and hospitals. Therapies which may be available through the NHS are acupuncture, osteopathy, homeopathy and chiropractic

AmbulancesAmbulances provide both emergency and routine transport for NHS patients. Emergency ambulances can be contacted through the emergency telephone service (999). Ambulances for routine journeys can be arranged through GPs or hospitals.

Breast Cancer screeningBreast cancer screening is available on the NHS at three-yearly intervals if you are a woman aged between 50 and 70. If you are a woman aged over 70, you can be screened on request. Contact your GP for more information. For more information about NHS breast cancer screening, visit the NHS Choices website at www.nhs.uk

Cervical screeningCervical screening is available on the NHS every three to five years if you are a woman aged between 25 and 64. If you are a woman over 64, you can be screened on request. Contact your GP for more information

ContraceptionContraceptive advice and supplies are available free on the NHS through GPs and family planning clinics. You can get emergency contraception, for example, the morning-after pill, from your GP, family planning clinics, most NHS walk-in centres and some pharmacies.

ChiropodistsChiropody may be available on the NHS free of charge, although this depends on your local Clinical Commissioning Group (CCG). Each case is assessed on an individual basis and whether you get free treatment depends on how serious your condition is and your risk factor. If your health or mobility is not affected, you are considered to be ‘low-risk’ and you may not get NHS chiropody. If you have diabetes, you are treated as a high priority case. You must normally be referred to a chiropodist by a GP or clinic. If you do not qualify for NHS treatment, you will need to arrange private treatment.

Counselling ServicesSome GP practices provide free counselling services on the NHS. Contact your GP for more information.

DentistsYou have to pay for NHS dental treatment, although some groups of people may get free treatment.

District NursesDistrict nurses are nurses employed by the NHS to provide nursing care for patients who are living at home. For example, they can change dressings or give injections. They are based at GP surgeries and health centres and can also be contacted through local community nursing offices.

General Practitioners (GPs)Everyone is entitled to be registered with a GP

Health Services in PrisonPrisoners should have access to the same range and quality of health services, including mental health services, as the general public receives from the NHS.

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HospicesNHS terminal care may be given in hospital or at home. There are also a number of NHS hospices providing care for patients as well as hospices run by voluntary organisations. For information about how to find a hospice, visit the website of Help the Hospices at www.helpthehospices.org.uk.

HospitalsMost NHS hospital admissions and appointments take place through referrals by GPs. You can go to the Accident and Emergency department without a referral. You can also go to a special clinic for the treatment of sexually transmitted diseases without a referral.

Travel to hospital for treatmentYou may be able to get essential travel costs paid to and from hospital for NHS treatment, for example, if you are on a low income or receiving benefits

Infertility TreatmentIf you need infertility treatment, and your GP refers you to a specialist for further tests, the NHS will pay for this. You have the right to be referred to a NHS clinic for a first investigation. However, infertility treatment is not widely available on the NHS and there can be long waiting lists. The treatment available also depends where you live and what the problem is. Your GP will tell if you are eligible for NHS treatment.

Maternity ServicesIf you are pregnant, there are a number of different services available to you. These include:• Midwives - Your midwife might be based either in a hospital or in a local health centre or clinic. Midwives are responsible for the care of all normal pregnancies and labours. You do not need to be referred to a midwife by your GP. • A GP - Not all GPs provide ante-natal care and arrange for delivery. If your GP does not provide this service, you might want to register with another GP for your maternity care• An Obstetrician based in a hospital - An obstetrician is a doctor specialising in caring for women and children during pregnancy, birth and post-natal. Usually, an obstetrician will only get involved if there are complications. But you can ask to see an obstetrician even if your midwife or GP is providing all your care.If you are pregnant, you get free prescriptions and dental treatment from the time when the pregnancy is confirmed until one year after the birth.

Mental HealthMental health services are free on the NHS, but you will usually need a referral from your GP to access them. There are some mental health services that will allow people to refer themselves for help. This commonly includes services for drug and alcohol problems, as well as some psychological therapy services.

NHS-funded nursing careNHS-funded nursing care is care provided by a registered nurse for people who live in a care home. The NHS will pay a flat rate contribution directly to the care home towards the cost of this registered nursing care.

Who is eligible for NHS-funded nursing care?

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

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

• you live in a care home registered to provide nursing care


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11


Older People’s ServicesYou can get a number of NHS services if you are an older person. For example, GPs should offer annual health checks to patients aged 75 and over.

Optical ServicesMost of us have to pay for eye tests, glasses and contact lenses. But some people can get free eye tests and vouchers towards the cost of glasses or contact lenses. This includes:-

• all children under 16

• some young people under 19

• people aged 60 or over

• people with certain eye conditions

• people entitled to certain benefits

• anyone else on a low income.

PharmacistsPharmacists (also known as chemists) are responsible for dispensing medicines. They can also provide free information and advice about many common medical problems.

In England, you are entitled to get prescriptions free of charge if you:• are on Income Support, income-based Jobseeker’s Allowance, income-related Employment and Support Allowance or the guarantee credit part of Pension Credit. Your partner and children will also be entitled to free prescriptions if they are included in your benefit award. If you are getting Working Tax Credit and/or Child Tax Credit, you may be entitled to free prescriptions, depending on your income• are 60 or over (you must show proof of age to the pharmacist)• have a listed medical condition and have a valid medical exemption certificate. Ask your GP if you think this might apply to you• are having treatment for cancer, the effects of cancer or the effects of cancer treatment and you have a valid medical exemption certificate. You get free prescriptions for all NHS medication, not just the cancer medication• you are on prescribed medication to prevent a pandemic disease, for example, pandemic influenza• have a continuing physical disability which means you cannot go out without help from another person and have a valid medical exemption certificate• are under 16. You must show proof to the pharmacist• are still in full-time education. You must show proof to the pharmacist• get a war or service disablement pension, need prescriptions for your disability and hold an exemption certificate• are a prisoner• are pregnant, or have had a baby in the last twelve months and have a valid exemption certificate. This includes if you have had a miscarriage after the 24th week of pregnancy, or your baby was stillborn• have got a community care order and you are expected to take medication for the treatment of your mental disorder.

Doctors, dentists and some nurses can prescribe a range of drugs and appliances on the NHS. They can normally only prescribe a limited quantity of a drug at any time (usually one month’s supply). For a full list of people who can get help with prescription charges, see the Department of Health leaflet HC11 Help with health costs at: www.nhsba.nhs.uk

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12


PhysiotherapyPhysiotherapy is physical treatment that helps you regain use of your body after an injury or disease. It is also used to slow the progression of long-term conditions. It is available through the NHS to patients referred for treatment by GPs or hospitals.

School HealthHealth checks on school children are carried out by the school nurse. These tests include tests on hearing, sight and growth. Parents have the right to be present at these checks. School nurses also provide health education and general advice on managing health problems in school

Sexual and reproductive health clinicsThere are a number of clinics that provide specialist sexual health and reproductive health services. At these clinics you can get services like:• family planning• termination• well woman advice and information• services for young people.If you want to use these services, you can go directly to the clinic. You do not have to go to your GP to access sexual or reproductive health clinics. The clinics are usually based in hospitals. You can find your nearest sexual health clinic online from NHS Choices at: www.nhs.uk

Substance MisuseSome people can use substances such as alcohol or drugs on a regular basis without any problems. Other people experience damaging psychological and physical effects as their habit turns into an addiction. There are many different organisations that provide treatment, support and advice for people with addictions. You could choose to consult your GP first, but help is also available from community addiction centres where you can drop in without an appointment. Treatment and support is provided from a range of different people, including specialist nurses, counsellors and psychiatrists

Terminal CareTerminal care (sometimes called palliative care) is the treatment of symptoms where cure is no longer considered an option, in other words, when someone is dying. Terminal care concentrates on:-• controlling pain and other symptoms• improving the quality of life for the patient and their family• meeting the patient’s social, emotional and spiritual needs.

VaccinationsVaccinations (also called immunisation) protect you against different infectious diseases.The NHS provides vaccinations for children and some adults. A charge may be made for vaccinations needed for overseas travel.

Further InformationNHS Choices provides a comprehensive online

resource for health information and services for patients.

The website for the service is at www.nhs.uk.

Information is available on this website in a range of community languages and different

formats, for example, in audio format.

Or you can contact your local Healthwatch for information about your health services.

13

GPs & GP SURGERIES

GPs & GP Surgeries Address PostcodeDistrict Telephone

Data correct with NHS Choices

Patient choice of GP practicesSince January 5 2015, all GP practices in England have been free to register new patients who live outside

their practice boundary area.

This means you can register with a GP practice somewhere that’s more convenient for you, such as a practice near your work or closer to your children’s schools.

These 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, they can still

refuse registration.

The practice should explain to you their reason for refusing your registration.

GPs & GP SURGERIES


GPs & GP Surgeries Address PostcodeDistrict Telephone

14

Access to Your Health RecordsUnder the Data Protection Act 1998, you have a legal right to apply for access to health information held

about you. This includes your NHS or private health records held by a GP, optician , dentist, or by a hospital.

A health record contains information about your mental and physical health recorded by a healthcare professional as part of your care. If you want to see your health records, you don’t have to give a reason.

Depending on which health records you want to see, submit your request in writing or by email to

Your GP Surgery • Your Optician • Your Dentist

Your hospital trust’s health records manager or patient services manager

15

PHARMACIES


Pharmacy / Chemist Address PostcodeDistrict Telephone

Pharmacy / Chemist Address PostcodeDistrict Telephone

16

PHARMACIES


DENTISTS

Dentist Address PostcodeDistrict Telephone

17


Dental emergency and out-of-hours careIf you require urgent treatment, please contact your usual dental practice as they may be able to see you or

direct you to an urgent care dental service.

If you do not have a regular dentist, contact NHS 111 for advice on where you can get urgent care.

NHS dental charges payable April 1st 2016-17 Band 1 course of treatment will rise by 80p from £18.80 to £19.70

Band 2 course of treatment will increase by £2.60 from £51.30 to £53.90 Band 3 course of treatment will increase by £11.20 from £222.50 to £233.70

18

OPTICIANS


NHS-funded mobile eye testsIf you qualify for a free NHS sight test, you may be entitled to NHS-funded mobile services where the

ophthalmic practitioner comes to visit you:

Call 111 to find out who provides mobile sight tests in your area

Optician Address PostcodeDistrict Telephone

19

Local authorities have a duty to assess anyone who appears to have care and support needs.Your local authority should:• assess your needs and give you advice, whatever your financial circumstances

• provide information about services and support options available to you in your area

• give you a carer’s assessment if you are an unpaid/family carer

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.

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

If your local authority decides you are eligible for social care support, they will carry out a financial assessment to determine how much you will need to pay towards your care, if anything.

If you are assessed by social services and are found to be eligible for support, the next stage is to draw up a care and support plan, or in the case of a carer with eligible needs, a support plan.

What is a Care Plan?A care plan (sometimes called a care and support plan, or support plan if you’re a carer) sets out how your care and support needs will be met. You should be fully involved in the preparation of your care plan, and you and anyone else you request should also get a written copy. The care plan must set out:

• the needs identified by the assessment

• whether, and to what extent, the needs meet the eligibility criteria

• the needs that the authority is going to meet, and how it intends to do so

• for a person needing care, for which of the desired outcomes care and support could be relevant

• for a carer, the outcomes the carer wishes to achieve, and their wishes around providing care, work, education and recreation where support could be relevant

• the personal budget

• information and advice on what can be done to reduce the needs in question, and to prevent or delay the development of needs in the future

Your care plan should be individual to you, and you should be allowed to have as much involvement in the development of your plan as you wish.

Your care plan should help you to:

• live independently

• have as much control over your life as possible

• participate in society on an equal level, with access to employment and a family life

• have the best possible quality of life keep as much dignity and respect as possible

Understanding the national eligibility criteria for care and support?The eligibility threshold for adults with care and support needs is based on identifying how a person’s needs affect their ability to achieve relevant outcomes, and how this impacts on their wellbeing.

Local authorities must consider whether the person’s needs:

• arise from or are related to a physical or mental impairment or illness

• make them unable to achieve two or more specified outcomes

• as a result of being unable to meet these outcomes, there is likely to be a significant impact on the adult’s wellbeing

YOUR RIGHT TO SOCIAL CARE & SUPPORT

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YOUR RIGHT TO SOCIAL CARE & SUPPORT

An adult’s needs are only eligible where they meet all three of these conditions.The specified outcomes measured include:• managing and maintaining nutrition, such as being able to prepare and eat food and drink

• maintaining personal hygiene, such as being able to wash themselves and their clothes

• managing toilet needs

• being able to dress appropriately, for example during cold weather

• being able to move around the home safely, including accessing the home from outside

• keeping the home sufficiently clean and safe

• being able to develop and maintain family or other personal relationships, in order to avoid loneliness or isolation

• accessing and engaging in work, training, education or volunteering, including physical access

• being able to safely use necessary facilities or services in the local community including public transport and recreational facilities or services

• carrying out any caring responsibilities, such as for a child

Local authorities do not have responsibility for providing NHS services such as patient transport, but they should consider needs for support when the adult is attending healthcare appointments.

The local authority should not refuse to meet eligible needs on the grounds of cost, although if there is more than one option, it is allowed to choose what it believes is the most cost effective one.

If your needs do not meet the national eligibility criteria, the local authority still has to give you information and advice on what support might be available in the community to support you

An adult at risk of abuse may be someone who needs support due to a disability, illness

(including mental illness) or frailty and is unable to take care of themselves or stop someone from

harming or exploiting them.Abuse can take many forms from sexual, physical,

financial, emotional, domestic and discrimination. It can also include self-neglect and modern slavery. In certain settings it can include organisational abuse, where a service such as a care home, care agency, or hospital undertakes care in a way which causes harm, exploitation or shows a lack of respect for a

person’s human rights. An abuser could be anyone including a

relative, a friend, a neighbour, paid carers or volunteers.

The effects of abuse can be extremely serious and long lasting and can often be hidden and

secretive. Adults at risk may need someone else, a member of the public or a professional, to help

end the cycle.

If you are concerned that an adult at risk is,or could be, being abused contact the local

authority and tell them you havea safeguarding concern, call

Bolton Council Helpline:01204 333333

Emergency Out of Hours:

01204 337777Remember:

If the person is in immediate danger or needs urgent medical attention always dial 999

Safeguarding Adultsis everyone’s business

Promote wellbeing – always report abuse

21

WHAT IS SOCIAL CARE?

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 people will be able to have care provided in their home.The kind of social care support 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 trouble walking, you may simply require some equipment to help you remain mobile and independent. But if you develop a condition that seriously affects your mental capacity or your 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.

Care and support services might typically include:Equipment to enhance your independenceThe 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).

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. Find out more in alarms and telecare.

Help in your homeYou 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. Find out more about homecare.

If you are unable to manage in your home, even with help and assistance, you may need to consider whether you should move to a care or nursing home.

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 activitiesSome 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.


Day centresDay centres provide meals and an opportunity to socialise and do activities that might not be available at home and may provide respite for Family Carers


Adaptations to your homeA 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.


Putting YOU at the Heart of our Care

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Dignity in Life is a national social care non-pro�t organisation, which provides personal care and support to thousands of people in need

/Dignity In Life

22

23

WHAT IS SOCIAL CARE?

Residential careIf 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 options 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 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. Many local and national charities will also be able to provide information and advice.

Financial supportIf you are in need of social care you may be able to get information and advice on how to cover the additional living costs you may incur. For example, you may be able to access certain financial benefits for daily living, or be able to access funding from charities to cover the costs of expensive equipment. Your local authority should be able to talk you through some of these money matters as part of your social care assessment.

Information & advisory services and advocacyPeople who need care may have difficulty in being able to exert their rights, get the services they need and are entitled to, or simply not know or understand what is available to them. Information and advice are often a key part of any care assessment that your local authority undertakes.

This information could go a long way to helping you get the support you need.

Charities are another great source of social care information – particularly those associated with conditions, such as the Alzheimer’s Society, Mind, or Scope, but also those related to different aspects of care, such as Carers UK or Independent Age.

Some people may find that an advocacy service can help them exert their rights, particularly if you have a disability and you believe you are treated unfairly. An advocacy service can act as a champion to ensure you get fair and equal treatment and access to services.

Bolton’s online website offers a virtual one stop shop for all Bolton residents. It brings together details of local services available with information to help you understand eligibility criteria and how to access services. Simply visit www.mylifeinbolton.org.uk and select one of the relevant tabs or search for the service you’re looking for in the search box.

Support for carersIf you look after a person who is disabled, has a long-term health condition or is elderly and frail, you are a carer. 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.

Other care supportYou may also want to think about whether you need healthcare support if you have care needs relating to an ongoing health condition. If this is the case, then it is worth considering whether the NHS can offer any treatment, medical equipment or support that can help you live more fully with your condition

Our Local Account includes:Useful information about things we have achieved;

Where we have done well this year, as well as what we need to get better at in the future;

Information about some of the challenges we will be facing in the coming year.

Adult Social Care MattersLocal Account (2014 – 2015)

You can find the Local Account on the Bolton Council Website www.bolton.gov.uk

24

Your Life Your Support provides services for people with...

Learning Disabilities, ASD, Individuals with Physical Disabilities, Older People, People with

Challenging Behaviours, Communication Impairments and many more.

www.yourlifeyoursupport.co.ukTel: 01204 653295

Domiciliary | Supported Living | Respite & Short Breaks |

Complex Health Needs | Community Support |

Individual Services | Domestic Services

25

www.bolton.gov.uk

Adult Social Care Matters

Tell us what you think ...Why not tell us about your experience and help us improve what we do so we can provide you and others with a better service.

We will:• Listen to what you have to say• Learn from what you have told us• Improve our service as a result

To help us deliver outstanding services, please tell us what you think - whether it is a compliment, comment or complaint.

Each year local authorities carry out the Adult Social Care Survey. People who receive certain services from the Council are randomly selected to receive a survey which we use to manage local services, and which the Government use as a measure of how well we are performing. The survey looks at di�erent elements of adult social care including your overall satisfaction with services, how safe the services have made people feel and whether enough information and advice was available when needed. Adult Social Care Surveys are usually sent out between January and March.

Similarly, known carers of adults may also be invited to take part in the Carers Survey, which takes place every two years. This survey asks for your views on the services received by the person you care for, and also on your experience of being a carer.

You don’t have to wait to receive an Adult Social Care or Carers Survey to tell us what you think! You can leave feedback about any of our services by:• Giving feedback to any of our team members• Filling in a user satisfaction survey or comment card that our teams give out throughout the year• Completing the “Tell us what you think?” lea�et• Completing an online form at www.bolton.gov.uk • Writing to us: Quality Assurance and Improvement Team Children’s and Adult Services Bolton Metropolitan Borough Council 1st Floor Town Hall Victoria Square Bolton, BL1 1RU• Email: the Quality Assurance and Improvement Team via [email protected]

We want you to have a good experience of our services and be happy to recommend them to your friends and family. Your feedback is a really important way of us making sure that you are receiving the support that you need.

Need Information or Advice?We all need information, advice or guidance at some point in our lives.

Having the right information or the right advice can help you take control of your life and make choices to ensure that you, your family, or the person you care for, can live life well and access support when needed.

But knowing where to turn, where you can �nd the answer to your question and trusting the information found is not always easy.

Accessing good quality information and advice can be the most e�ective way of reducing, delaying or preventing the need for health and social care services.

When do people need information and advice?People often look for information at ‘crisis’ points in their life e.g. when an elderly relative is no longer able to cope at home on their own, when they are due to return to work after maternity leave and can’t a�ord childcare costs or when a carer needs an urgent short break.

Whilst we know that most people will access information at crisis points, it’s also really important to make sure that information and advice is accessible for anyone who:• is currently accessing some support services but whose needs may change• has had a change in circumstances and is unsure about what they need to do or where they can access support• carries out formal or informal caring duties and may support others to live independently • wants information to plan for their future

My Life in BoltonBolton’s online website o�ers a virtual one stop shop for all Bolton residents. It brings together details of local services available with information to help you understand eligibility criteria and how to access services.

Simply visit www.mylifeinbolton.org.ukand select one of the relevant tabs or search for the service you’re looking for in the search box.The site is constantly reviewed and updated to ensure the information is up to date and of good quality.

We're always looking for feedback so tell us what you think by using the feedback function on the website.

26

www.bolton.gov.uk

Adult Social Care Matters

Tell us what you think ...Why not tell us about your experience and help us improve what we do so we can provide you and others with a better service.

We will:• Listen to what you have to say• Learn from what you have told us• Improve our service as a result

To help us deliver outstanding services, please tell us what you think - whether it is a compliment, comment or complaint.

Each year local authorities carry out the Adult Social Care Survey. People who receive certain services from the Council are randomly selected to receive a survey which we use to manage local services, and which the Government use as a measure of how well we are performing. The survey looks at di�erent elements of adult social care including your overall satisfaction with services, how safe the services have made people feel and whether enough information and advice was available when needed. Adult Social Care Surveys are usually sent out between January and March.

Similarly, known carers of adults may also be invited to take part in the Carers Survey, which takes place every two years. This survey asks for your views on the services received by the person you care for, and also on your experience of being a carer.

You don’t have to wait to receive an Adult Social Care or Carers Survey to tell us what you think! You can leave feedback about any of our services by:• Giving feedback to any of our team members• Filling in a user satisfaction survey or comment card that our teams give out throughout the year• Completing the “Tell us what you think?” lea�et• Completing an online form at www.bolton.gov.uk • Writing to us: Quality Assurance and Improvement Team Children’s and Adult Services Bolton Metropolitan Borough Council 1st Floor Town Hall Victoria Square Bolton, BL1 1RU• Email: the Quality Assurance and Improvement Team via [email protected]

We want you to have a good experience of our services and be happy to recommend them to your friends and family. Your feedback is a really important way of us making sure that you are receiving the support that you need.

Need Information or Advice?We all need information, advice or guidance at some point in our lives.

Having the right information or the right advice can help you take control of your life and make choices to ensure that you, your family, or the person you care for, can live life well and access support when needed.

But knowing where to turn, where you can �nd the answer to your question and trusting the information found is not always easy.

Accessing good quality information and advice can be the most e�ective way of reducing, delaying or preventing the need for health and social care services.

When do people need information and advice?People often look for information at ‘crisis’ points in their life e.g. when an elderly relative is no longer able to cope at home on their own, when they are due to return to work after maternity leave and can’t a�ord childcare costs or when a carer needs an urgent short break.

Whilst we know that most people will access information at crisis points, it’s also really important to make sure that information and advice is accessible for anyone who:• is currently accessing some support services but whose needs may change• has had a change in circumstances and is unsure about what they need to do or where they can access support• carries out formal or informal caring duties and may support others to live independently • wants information to plan for their future

My Life in BoltonBolton’s online website o�ers a virtual one stop shop for all Bolton residents. It brings together details of local services available with information to help you understand eligibility criteria and how to access services.

Simply visit www.mylifeinbolton.org.ukand select one of the relevant tabs or search for the service you’re looking for in the search box.The site is constantly reviewed and updated to ensure the information is up to date and of good quality.

We're always looking for feedback so tell us what you think by using the feedback function on the website.

27

www.bolton.gov.uk

Adult Health & Social Care Meeting Your Needs ...Having independence, choice and control over your own life, and of those that you care for, is really important for you.

There are lots of myths around health and social care which have developed over time. Many of these have made people reluctant to consider looking for help. It’s time to bust the myths!

Things we do know are:

• Most adults will be involved with health and social care services at some point in their lifetime, but the level of support that they will need will be di�erent depending on their circumstances

• The quality and impact of the support you receive will be greater when the public, private and community sectors work together to best meet your needs

• Eligibility criteria and charges do exist for some (not all) services and �nancial support will be considered as part of assessments

• Getting you the right support at the right time means that you can live independently at home and improve your wellbeing, as well as reducing demand on specialist services which often cost a lot more to run.

In Bolton we are working really hard in the health and social care sector to make sure that you get the right support when you need it, whether this be one o� support, at di�erent points of time or even ongoing support.

Bolton’s plan for health and care over the next 5 years identi�es 4 levels of health and social care support for Bolton residents.

Having independence, choice and control over your own life, and of those that you care for, is really important for you.

Universal support

Why is this needed?To give people the opportunity to make their own support arrangements, or to plan for their future – preventing, reducing or delaying the need for further services.

What does this include?• Information, advice and guidance• National health and wellbeing campaigns (eg Care, Support and You)• Local health and wellbeing campaigns

How is this accessed?

Self help: My Life in Bolton www.mylifeinbolton.org.uk

Phone: Access Bolton (01204 338027)

Places in your community who can help you �nd information: Your local Library, UCAN Centres and Support groups

Who would receive this support?All residents.

Approximate % of Bolton adults who would access this support100%

Prevention and early identification

Why is this needed?Targeted interventions for individuals and communities at risk to reduce or delay the need for further services.

What does this include?• Programmes and activities that develop health skills and knowledge to help individuals manage their own health and wellbeing including stopping smoking, reducing alcohol harm, eating healthily and becoming physically active • Screening - speci�cally for cancer• Vaccinations – speci�cally �u and childhood immunisation


Self referral: Contact Access Bolton (01204 338027)

Referrals from health care professionals

Who would receive this support?People at risk of long term conditions such as heart disease, respiratory disease and diabetes.


Early intervention to prevent / delay emerging condition

Why is this needed?To provide people with the support that they need to help them stay well and prevent or delay the progression of conditions.

What does this include?• Health Trainers focusing on prevalent conditions such as heart disease, respiratory disease and diabetes• Staying Well Programme – working in conjunction with GPs, targeted work with over 65 year olds to retain their independence, increase physical and mental activity and reduce social isolation • Mental health services, for both adults and children• Dementia diagnosis and care services• Preventing falls



Who would receive this support?Those who have started to become ill or frail, but are currently not requiring signi�cant health treatment and/or hospital admission but are eligible for social care services.


Management of longer term conditions

Why is this needed?To deliver services that help improve health and wellbeing for those people who have longer term, and often complex, health needs.

What does this include?• Integrated health and care services - working closely together to meet individual needs• Care plans owned by the individual, or the person who cares for them• Home and community based nursing, intermediate care, therapy and social care reablement teams



Who would receive this support?Those who have two or more long term conditions, are the frail elderly or those at the end of their life.


28

www.bolton.gov.uk

Adult Health & Social Care Meeting Your Needs ...Having independence, choice and control over your own life, and of those that you care for, is really important for you.

There are lots of myths around health and social care which have developed over time. Many of these have made people reluctant to consider looking for help. It’s time to bust the myths!

Things we do know are:

• Most adults will be involved with health and social care services at some point in their lifetime, but the level of support that they will need will be di�erent depending on their circumstances

• The quality and impact of the support you receive will be greater when the public, private and community sectors work together to best meet your needs

• Eligibility criteria and charges do exist for some (not all) services and �nancial support will be considered as part of assessments

• Getting you the right support at the right time means that you can live independently at home and improve your wellbeing, as well as reducing demand on specialist services which often cost a lot more to run.

In Bolton we are working really hard in the health and social care sector to make sure that you get the right support when you need it, whether this be one o� support, at di�erent points of time or even ongoing support.

Bolton’s plan for health and care over the next 5 years identi�es 4 levels of health and social care support for Bolton residents.

Having independence, choice and control over your own life, and of those that you care for, is really important for you.

Universal support

Why is this needed?To give people the opportunity to make their own support arrangements, or to plan for their future – preventing, reducing or delaying the need for further services.

What does this include?• Information, advice and guidance• National health and wellbeing campaigns (eg Care, Support and You)• Local health and wellbeing campaigns


Self help: My Life in Bolton www.mylifeinbolton.org.uk

Phone: Access Bolton (01204 338027)

Places in your community who can help you �nd information: Your local Library, UCAN Centres and Support groups

Who would receive this support?All residents.


Prevention and early identification

Why is this needed?Targeted interventions for individuals and communities at risk to reduce or delay the need for further services.

What does this include?• Programmes and activities that develop health skills and knowledge to help individuals manage their own health and wellbeing including stopping smoking, reducing alcohol harm, eating healthily and becoming physically active • Screening - speci�cally for cancer• Vaccinations – speci�cally �u and childhood immunisation


Self referral: Contact Access Bolton (01204 338027)


Who would receive this support?People at risk of long term conditions such as heart disease, respiratory disease and diabetes.


Early intervention to prevent / delay emerging condition

Why is this needed?To provide people with the support that they need to help them stay well and prevent or delay the progression of conditions.

What does this include?• Health Trainers focusing on prevalent conditions such as heart disease, respiratory disease and diabetes• Staying Well Programme – working in conjunction with GPs, targeted work with over 65 year olds to retain their independence, increase physical and mental activity and reduce social isolation • Mental health services, for both adults and children• Dementia diagnosis and care services• Preventing falls



Who would receive this support?Those who have started to become ill or frail, but are currently not requiring signi�cant health treatment and/or hospital admission but are eligible for social care services.


Management of longer term conditions

Why is this needed?To deliver services that help improve health and wellbeing for those people who have longer term, and often complex, health needs.

What does this include?• Integrated health and care services - working closely together to meet individual needs• Care plans owned by the individual, or the person who cares for them• Home and community based nursing, intermediate care, therapy and social care reablement teams



Who would receive this support?Those who have two or more long term conditions, are the frail elderly or those at the end of their life.


29

www.bolton.gov.uk

Safety Advice to Help Independent Living

Stay Warm ...It is important to stay warm and well when it is cold as not doing so can a�ect your health, especially if you have a long term condition. Here are some top tips to help you when it’s cold.

Use a room thermometer - keep your living room at 210C and other rooms at 180C for a healthy home.

Stock up on tinned and frozen food so that you don’t have to go out too much when it’s cold or icy.

When it’s cold have a least one hot meal a day and plenty of hot drinks.

Check if you are eligible for the winter fuel payment, cold weather payment and/or the warm homes discount.

Look after yourself and check on vulnerable neighbours and make sure they’re safe.

Layer your clothing and wear shoes with a good grip if you need to go outside.

Keep a mixture of sand and shale handy for steps and paths in icy and snowy weather.

If you would like any further advice on how to stay warm and well this winter call Bolton Care and Repair on 01204 328178.

Advice and support can often help people live independently in their own home. Here are some tips to help keep yourself, and those you care for, safe.

The Independent Living Service aims to promote the independence of disabled/sensory impaired residents of Bolton, by o�ering assessments with a view of providing advice, rehabilitation, equipment and/or adaptions and long term support.

The team consists of Disability O�cers, Occupational Therapists, Disability Adaptations O�cers, Community Assessment O�cers, a Telecare Co-ordinator, and a Rehabilitation O�cer for the visually impaired.

We complete assessments for people experiencing di�culties with activities of daily living due to a physical/medical/sensory condition that are both complex and non-complex in nature and usually require the provision of equipment from the Integrated Community Equipment Store and/or rehabilitation and possible long term support services.

Our Disability Adaptations O�cers are quali�ed joiners who complete some of the minor adaptations needed within people’s homes.

Our Telecare Co-ordinator o�ers assessments and support for people experiencing di�culties with daily living who would bene�t from provision of assistive technology and our Rehab O�cer for the visually impaired supports people requiring rehabilitation following visual loss.

We also have an Integrated Community Equipment Store which provides a range of disability equipment from walking aids, toilet equipment through to beds and mattresses.

Provision of equipment and/or adaptations is reliant on an assessment which is based on need. These assessments are holistic, taking into consideration, the service users’ medical condition, the environment, the ability and health of the carer and any other carer’s which may be involved such as Homecare.

HOW TO CONTACT US:Monday to Friday 9am until 5pmNumber: 01204 337020Fax: 01204 337817Minicom: 01204 337945Email request:[email protected]

Supporting Independencefor Disabled People

Asking for help ....Keeping warm and taking steps to prevent falls are really important but it is also important for you to ask for help when you need it. If you, or people that you look after, need support to live at home, you can contact Access Bolton on 01204 338027 or visit www.mylifeinbolton.org.uk for information on how you can access support or request an assessment.

Help to Prevent Falls...Taking some simple steps can reduce the chances of falls and help to keep you independent at home.

Take care of yourself:

Keep active – this will help to improve your balance. You can �nd activities in your local area by visiting www.mylifeinbolton.org.uk.

Think about your footwear – shoes and slippers that �t well will help you to stay upright and move around more con�dently (avoid high heels, thick soles and sandals).

Talk to your doctor or pharmacist about your medication – if you believe that your medication is a�ecting your balance.

Eat healthily – foods rich in vitamin D and calcium (like dairy products and canned �sh) can help keep your bones strong.

Have ear and eye checks – being able to hear and see what is happening around you can help you to adapt to di�erent situations.

Tell your doctor, care worker or family if you have had a fall – to help put things in place to reduce the risk of you having another fall.

Check Your Home is Safe... Keep a look out - get things �xed that could cause you to get hurt eg. frayed carpets, trailing cables or leaves on your doorstep.

Light up - try to avoid walking around in the dark when you can't see what is around you.

Floors and stairs - keep walkways clear of clutter, have cables �xed tightly to walls and have hand rails securely �tted to walls. You may also want to consider whether you need non-slip mats under rugs.

Use steps, not chairs - when you need to reach to high shelves or to change a light bulb, or see if someone else can help you.

Pets - think about attaching a bell to your pet's collar to help you know where they are when you are both moving around.

Think about others who may need helpYou may care for family members or speak to a neighbour once in a while, have a think about hazards they may face when undertaking day to day tasks and where you might be able to support them to stay safe – through doing something yourself or �nding support for them. Some simple things to think about are:

How do they get to and from appointments eg eyetests, doctors?

Is anyone checking for / reducing hazards in and around their home eg sweeping leaves from walk ways?

Are there any tasks that they do which puts them at risk but that you could support? eg. putting their bin out or walking to shops when the ground is wet or icy?

30

www.bolton.gov.uk

Safety Advice to Help Independent Living

Stay Warm ...It is important to stay warm and well when it is cold as not doing so can a�ect your health, especially if you have a long term condition. Here are some top tips to help you when it’s cold.

Use a room thermometer - keep your living room at 210C and other rooms at 180C for a healthy home.

Stock up on tinned and frozen food so that you don’t have to go out too much when it’s cold or icy.

When it’s cold have a least one hot meal a day and plenty of hot drinks.

Check if you are eligible for the winter fuel payment, cold weather payment and/or the warm homes discount.

Look after yourself and check on vulnerable neighbours and make sure they’re safe.

Layer your clothing and wear shoes with a good grip if you need to go outside.

Keep a mixture of sand and shale handy for steps and paths in icy and snowy weather.

If you would like any further advice on how to stay warm and well this winter call Bolton Care and Repair on 01204 328178.

Advice and support can often help people live independently in their own home. Here are some tips to help keep yourself, and those you care for, safe.

The Independent Living Service aims to promote the independence of disabled/sensory impaired residents of Bolton, by o�ering assessments with a view of providing advice, rehabilitation, equipment and/or adaptions and long term support.

The team consists of Disability O�cers, Occupational Therapists, Disability Adaptations O�cers, Community Assessment O�cers, a Telecare Co-ordinator, and a Rehabilitation O�cer for the visually impaired.

We complete assessments for people experiencing di�culties with activities of daily living due to a physical/medical/sensory condition that are both complex and non-complex in nature and usually require the provision of equipment from the Integrated Community Equipment Store and/or rehabilitation and possible long term support services.

Our Disability Adaptations O�cers are quali�ed joiners who complete some of the minor adaptations needed within people’s homes.

Our Telecare Co-ordinator o�ers assessments and support for people experiencing di�culties with daily living who would bene�t from provision of assistive technology and our Rehab O�cer for the visually impaired supports people requiring rehabilitation following visual loss.

We also have an Integrated Community Equipment Store which provides a range of disability equipment from walking aids, toilet equipment through to beds and mattresses.

Provision of equipment and/or adaptations is reliant on an assessment which is based on need. These assessments are holistic, taking into consideration, the service users’ medical condition, the environment, the ability and health of the carer and any other carer’s which may be involved such as Homecare.

HOW TO CONTACT US:Monday to Friday 9am until 5pmNumber: 01204 337020Fax: 01204 337817Minicom: 01204 337945Email request:[email protected]

Supporting Independencefor Disabled People

Asking for help ....Keeping warm and taking steps to prevent falls are really important but it is also important for you to ask for help when you need it. If you, or people that you look after, need support to live at home, you can contact Access Bolton on 01204 338027 or visit www.mylifeinbolton.org.uk for information on how you can access support or request an assessment.

Help to Prevent Falls...Taking some simple steps can reduce the chances of falls and help to keep you independent at home.

Take care of yourself:

Keep active – this will help to improve your balance. You can �nd activities in your local area by visiting www.mylifeinbolton.org.uk.

Think about your footwear – shoes and slippers that �t well will help you to stay upright and move around more con�dently (avoid high heels, thick soles and sandals).

Talk to your doctor or pharmacist about your medication – if you believe that your medication is a�ecting your balance.

Eat healthily – foods rich in vitamin D and calcium (like dairy products and canned �sh) can help keep your bones strong.

Have ear and eye checks – being able to hear and see what is happening around you can help you to adapt to di�erent situations.

Tell your doctor, care worker or family if you have had a fall – to help put things in place to reduce the risk of you having another fall.

Check Your Home is Safe... Keep a look out - get things �xed that could cause you to get hurt eg. frayed carpets, trailing cables or leaves on your doorstep.

Light up - try to avoid walking around in the dark when you can't see what is around you.

Floors and stairs - keep walkways clear of clutter, have cables �xed tightly to walls and have hand rails securely �tted to walls. You may also want to consider whether you need non-slip mats under rugs.

Use steps, not chairs - when you need to reach to high shelves or to change a light bulb, or see if someone else can help you.

Pets - think about attaching a bell to your pet's collar to help you know where they are when you are both moving around.

Think about others who may need helpYou may care for family members or speak to a neighbour once in a while, have a think about hazards they may face when undertaking day to day tasks and where you might be able to support them to stay safe – through doing something yourself or �nding support for them. Some simple things to think about are:

How do they get to and from appointments eg eyetests, doctors?

Is anyone checking for / reducing hazards in and around their home eg sweeping leaves from walk ways?

Are there any tasks that they do which puts them at risk but that you could support? eg. putting their bin out or walking to shops when the ground is wet or icy?

31

www.bolton.gov.uk

Support for Carer's

What is a carer’s assessment, a carer’s personal budget and am I eligible?A carer’s assessment is a discussion between you and a trained person either from the council or another organisation that the council works with.

The assessment will consider the impact the care and support you provide is having on your own wellbeing, as well as important aspects of the rest of your life, including the things you want to achieve day-to-day.

It must also consider other important issues, such as whether you are able or willing to carry on caring, whether you work or want to work, and whether you want to study or do more socially.

Anyone who is a carer living in Bolton or caring for someone in Bolton is eligible for an assessment even if the person they care for does not have eligible needs.

There is a national eligibility criteria and your carers assessment will help identify if you are eligible.

If you have eligible needs, there will be an amount of money for you to spend to help you meet your goals. These goals will be agreed as part of a support plan that you will develop with the assessor.

This allocated budget can be taken as a direct payment (cash into your account) or through a commissioned service.

Usually this is taken in the form of a one-o� payment but the person undertaking the assessment will discuss this further with you.

What services are available for carers?There are lots of support groups in Bolton who can o�er support to carers, including Bolton Carers Support, Bolton Dementia Support, Age UK Bolton and Greater Manchester West NHS Foundation Trust amongst others.Bolton Council funds some support organisations to o�er support to carers. Support can be in many forms and may include:• Information and advice• Advocacy• Activities• Training• Peer Support GroupsAs a carer, it is important that you access the support that you need to look after yourself and the person that you care for.

You can �nd details of support for carers in Bolton via www.mylifeinbolton.org.uk or by visiting your local library or UCAN Centre.

What is a Carer?A carer is anyone who cares, unpaid, for a friend or family member who due to illness, disability, a mental health problem or an addiction cannot cope without their support.

32

Supporting you ... because we care

is frail has a disability has a chronic illness has a mental illness has a substance misuse problem with drugs or alcohol

www.boltoncarersupport.org.uk 01204 363056

Many carersfeel guilty about asking for orwanting help.

Please don’t ...we are here to support you…

the carer!

We offer: Information and advice about services and your rights as a carer Short breaks and social activities Bene�ts advice to make sure you are claiming what you’re entitled to Training for carers Free newsletter and factsheets

Do you help a family member, friend or neighbour who ...

Bolton CarersSupport HelplineInformation,advice andsupport5 days aweekCall01204 363056

Thicketford Centre | Thicketford Road | Tonge Moor | Bolton | BL2 2LW Registered Charity Number 1082166

Bolton Carers Support

Then you are a Carer

You're not on your own!We are here to help and support

Carers in Bolton.

All calls treated in con�dence

Speak to your GP ...As well as registering with us, it’s important to let your GP know that you are a carer as they can o�er you an annual health check to help maintain your own health. You’ll also then be noti�ed for a free �u jab.

HelplineOpening TimesMonday 10am – 4pmTuesday 10am – 4pmWednesday 2pm – 4pmThursday 10am – 4pmFriday 10am – 1pm

33

www.bolton.gov.uk

Creating Dementia Friendly Communities

1. Speak clearly • Speak clearly, calmly and slowly to allow the person time to understand information. • Use simple, short sentences and avoid direct questions. • Keep choices to a minimum and don’t raise your voice. • Where possible, talk in a non-distracting place or �nd a quiet corner.

2. Think about your body language • People with dementia may �nd it di�cult to understand what is being said, but can be quick to interpret the message on people’s faces and may still be aware of body language. • Make sure you are at the person’s level, use a friendly tone and respect personal space.

3. Show respect and patience • Adapt what you are saying if the person with dementia does not understand. • Don’t rush, and try to go at their pace.

4. Listen • Listen carefully to what the person has to say, giving plenty of encouragement, whilst looking out for other clues of what they might be trying to communicate. • Allow them time to �nd the words to tell you what they want.

10. Recognising and �nding things • People with dementia may have forgotten what they came into the premises or room for. • They may have a list but have problems �nding the things they want. • Help them choose the right amount of things, particularly if they seem to be buying an unusually large amount of something.

11. Making choices • While choice is good, for someone with dementia too much choice can be confusing. • Ask what the person would like, e.g. a co�ee, and then suggest two or three likely options. • You could describe these options and remember to give a pause between each option to allow them time to think and make a decision.

12. Whose reality • Past memories can often be stronger than present reality. • The person may be confused and say something that does not makes sense to you.

13. Being predictable • The person with dementia may be confused if things have been rearranged, or by new people they meet. • Try to keep things the same or o�er additional assistance if things have changed.

14. Every day can be di�erent • For some people with dementia what they can do changes from day to day, so how you help them may need to be di�erent every time. • Look out for signs and o�er to help when needed, bearing in mind the privacy of the person.

Tips for shops, workplaces, businesses, friends & neighboursIt is possible for people with dementia to live well if those around them understand how they can help in simple ways. People with dementia live in your area, probably on your street, possibly amongst your friends and close neighbours. People with dementia may visit your shop, business or workplace. Common signs of dementia are confusion, forgetfulness, struggling to �nd words and repetitiveness. This can make everyday situations stressful. A person with dementia may need extra assistance to help them use your services or help them with everyday things.

5. Noise • A person with dementia may have di�culty listening if there are a lot of di�erent noises around them.

6. Lighting • Make sure the lighting is su�cient so the person with dementia can see you and everything around them clearly. • Turn up the lights or move to a well-lit area.

7. Help with handling money • Counting money, calculating and handling change, recognising coins and banknotes and knowing the value of money can all be very di�cult for someone with dementia. • O�er to help by counting out money and giving a receipt.

8. Finding the way • People with dementia may have forgotten where things are or they may not recognise everyday objects. • Sometimes people with dementia may forget where they are going or become disorientated. • They may not be able to follow simple directions and may need you to go with them to where they want to go.

9. Feeling lost • Sometimes people with dementia may feel lost in familiar places or forget where they live. • If someone is lost and distressed, o�er to help by asking if their address is on something they might have in their pocket or bag.

Top tips to reduce your riskof developing Dementia

For further information visitwww.alzheimers.org.uk

• Stop smoking

• Control high blood pressure

• Control blood glucose level if you have diabetes

• Keep cholesterol at a healthy level

• Only drink alcohol within NHS guidelines

• Eat a healthy balanced diet

• Maintain a healthy weight

• Keep physically and mentally active

• Take time for your mental wellbeing

Part Second Floor, Wigan Investment Centre,Waterside Drive, Wigan, Greater Manchester WN3 5BA

Tel: 01942 247 837www.alzheimers.org.uk

Providing information and support to people with dementia and their carers/families

across BoltonA�ected by dementia?

Call the National Demential Helplinefor support and information on

0300 222 1122www.alzheimers.org.uk

Bolton Dementia Support

Carers Resource • Thicketford Centre • Thicketford Road • Bolton BL2 2LW

01204 386696 www.boltondementiasupport.btck.co.uk

Supporting everyone affectedby dementia because . . .Together we can

make a difference!

34

www.bolton.gov.uk

Creating Dementia Friendly Communities

1. Speak clearly • Speak clearly, calmly and slowly to allow the person time to understand information. • Use simple, short sentences and avoid direct questions. • Keep choices to a minimum and don’t raise your voice. • Where possible, talk in a non-distracting place or �nd a quiet corner.

2. Think about your body language • People with dementia may �nd it di�cult to understand what is being said, but can be quick to interpret the message on people’s faces and may still be aware of body language. • Make sure you are at the person’s level, use a friendly tone and respect personal space.

3. Show respect and patience • Adapt what you are saying if the person with dementia does not understand. • Don’t rush, and try to go at their pace.

4. Listen • Listen carefully to what the person has to say, giving plenty of encouragement, whilst looking out for other clues of what they might be trying to communicate. • Allow them time to �nd the words to tell you what they want.

10. Recognising and �nding things • People with dementia may have forgotten what they came into the premises or room for. • They may have a list but have problems �nding the things they want. • Help them choose the right amount of things, particularly if they seem to be buying an unusually large amount of something.

11. Making choices • While choice is good, for someone with dementia too much choice can be confusing. • Ask what the person would like, e.g. a co�ee, and then suggest two or three likely options. • You could describe these options and remember to give a pause between each option to allow them time to think and make a decision.

12. Whose reality • Past memories can often be stronger than present reality. • The person may be confused and say something that does not makes sense to you.

13. Being predictable • The person with dementia may be confused if things have been rearranged, or by new people they meet. • Try to keep things the same or o�er additional assistance if things have changed.

14. Every day can be di�erent • For some people with dementia what they can do changes from day to day, so how you help them may need to be di�erent every time. • Look out for signs and o�er to help when needed, bearing in mind the privacy of the person.

Tips for shops, workplaces, businesses, friends & neighboursIt is possible for people with dementia to live well if those around them understand how they can help in simple ways. People with dementia live in your area, probably on your street, possibly amongst your friends and close neighbours. People with dementia may visit your shop, business or workplace. Common signs of dementia are confusion, forgetfulness, struggling to �nd words and repetitiveness. This can make everyday situations stressful. A person with dementia may need extra assistance to help them use your services or help them with everyday things.

5. Noise • A person with dementia may have di�culty listening if there are a lot of di�erent noises around them.

6. Lighting • Make sure the lighting is su�cient so the person with dementia can see you and everything around them clearly. • Turn up the lights or move to a well-lit area.

7. Help with handling money • Counting money, calculating and handling change, recognising coins and banknotes and knowing the value of money can all be very di�cult for someone with dementia. • O�er to help by counting out money and giving a receipt.

8. Finding the way • People with dementia may have forgotten where things are or they may not recognise everyday objects. • Sometimes people with dementia may forget where they are going or become disorientated. • They may not be able to follow simple directions and may need you to go with them to where they want to go.

9. Feeling lost • Sometimes people with dementia may feel lost in familiar places or forget where they live. • If someone is lost and distressed, o�er to help by asking if their address is on something they might have in their pocket or bag.

Top tips to reduce your riskof developing Dementia

For further information visitwww.alzheimers.org.uk

• Stop smoking

• Control high blood pressure

• Control blood glucose level if you have diabetes

• Keep cholesterol at a healthy level

• Only drink alcohol within NHS guidelines

• Eat a healthy balanced diet

• Maintain a healthy weight

• Keep physically and mentally active

• Take time for your mental wellbeing

Part Second Floor, Wigan Investment Centre,Waterside Drive, Wigan, Greater Manchester WN3 5BA

Tel: 01942 247 837www.alzheimers.org.uk

Providing information and support to people with dementia and their carers/families

across BoltonA�ected by dementia?

Call the National Demential Helplinefor support and information on

0300 222 1122www.alzheimers.org.uk

Bolton Dementia Support

Carers Resource • Thicketford Centre • Thicketford Road • Bolton BL2 2LW

01204 386696 www.boltondementiasupport.btck.co.uk

Supporting everyone affectedby dementia because . . .Together we can

make a difference!

35

AMBITION FOR AGEING

What is Ambition for Ageing in Bolton?Ambition for Ageing is a Big Lottery Funded Project to create ‘age friendly communities’ that recognise the value of older people and find ways to create stronger community connections. Over the next five years, Bolton will receive £650,000 for the project to run in Halliwell, Crompton and Tonge with the Haulgh, working with those aged over 50.

How will it work in Bolton?Bolton CVS, Bolton Age UK and Bolton at Home will work in partnership to deliver this project, with Bolton Council and local community groups / organisations.

Communities, businesses and public services will work together to reduce social isolation for adults and improve their quality of life. Part of the funding for this project will be allocated to projects designed and delivered by older people to reduce social isolation in their community.

Why Are We Doing This? Social isolation is where people have little or no contact with other people or society. A range of research has demonstrated that social isolation is detrimental to a person’s health, wellbeing and quality of life. Some key statistics that have helped design the Ambition for Ageing Project are:

• 1 million people over 65 feel lonely all the time in the UK

• 57% of people aged over 65 have a long term limiting health problem

• The over 85’s will increase by 81% between 2002 and 2026 and up to a quarter of these will have dementia

• Over 2,390 over 65’s live alone in Halliwell, Crompton and Tonge with The Haulgh areas of Bolton.

Ambition for Ageing will help people in communities support each other through sharing skills and experiences. We hope that this will make sure that people can receive support as they need it and reduce, prevent or delay their need for specialist health and care services.

What will we be doing?We will identify and celebrate assets within Bolton to make it a happier more inclusive place for all older people to live. We will try out different ways of making stronger community connections.

We aim to do this by:• Linking with local service providers to build on current good practice and identify new ideas• Developing an ‘Ambition for Ageing Charter’ which will identify what ‘Being Age Friendly’ means in Bolton• Recruiting Volunteer Ambassadors to build connections with older people, identify local assets and generating ideas for reducing social isolation• Developing area based action plans for Halliwell, Crompton and Tonge with the Haulgh to build on existing provision and identify further opportunity to reduce social isolation• Giving local older people a chance to decide on how small investments will be allocated • Encouraging local service providers and commissioners to promote the ‘Ambition for Ageing Charter’• Working with local businesses to encourage them to be ‘Age Friendly’

Want to know more?For more information on the Ambition for Ageing Project, please contact Bolton Community Voluntary Services (CVS) Telephone: 01204 546010or via email: [email protected].

36

HOME FROM HOSPITAL - BOLTON AGE UK

Home from HospitalGoing into hospital can be an anxious time at any age but for many older people coming home can be as, if not more, worrying. For many people the transitional period of recovery at home following a stay in hospital can leave them feeling at their most vulnerable and many people are at risk of being re-admitted to hospital or needing a crisis care intervention.

Age UK Bolton now offers a free service to support older people who live alone (or who are the main carer of another) when they come out of hospital after a stay on the wards or a visit to Accident and Emergency. Our team of dedicated, fully screened staff and volunteers will ensure that people are not left to struggle and cope alone by providing low-level practical and emotional support for a period of up to six weeks.

The service has been developed in partnership with Bolton NHS Foundation Trust Hospital and is aimed at supporting older people make a safe discharge from hospital and provide them with the practical and emotional support they need to recover at home.

How can we help?The types of support we can offer include:

• Making sure that the person’s home is safe and warm

• Ensuring that there is a sufficient supply of basic food stuffs

• Making and clearing away light snacks

• Organising home delivery of ready meals

• Collecting prescriptions

• Checking that people are keeping up their fluid intake and taking their medications

• Giving encouragement to practice Physiotherapy and Occupational Therapy exercises

• Help to attend follow-up medical appointments

• Helping to deal with a backlog of mail accumulated during a stay in hospital

• Signposting and referral to and liaison with other agencies

• Encouragement with everyday tasks to regain independence and confidence

• Befriending volunteers supporting you to attend activities in your community.

In 2015 we supported over 300 over-65s in Bolton on their discharge from hospital, where we have been able to agree support plans and help people to set personal targets to aid their recuperation.

How to access the serviceYou or someone on your behalf can contact us directly to enquire about the service.

We can be found just off the main corridor on the ground floor between C and D block near to the small RVS shop (not the RVS shop and café in the main entrance).

Visit us:53-55 The Square, Bolton, Lancashire BL1 1RZThe office is open Monday to Friday between 11.00am and 4.00pm and outside of these times by arrangement.

We can be contacted on:01204 390390 extension 3519 / 3520

or by email at:[email protected]

Call Age UKBolton

01204 382411Visit:

www.ageukbolton.org.uk

Come and visit to see our wide range of services providing practical support, information and advice to local older people and their carers.

• Information & Advice service• Legal Advice Service• Will - Making Service• Befriending & Afternoon Teas• Lunch & Leisure Clubs• Home from Hospital service• Physical Activity Classes• Leisure & Creative Activities• Wheelchair Hire

Activities & Events

Practical Support & Help at Home

Health & Wellbeing

WEHAVEMOVED

WEHAVEMOVED

Age UK Bolton have relocatedto new town centre offices:1st Floor, The Square,53-55 Victoria Square, Bolton BL1 1RZ

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RECOGNISING MENTAL HEALTH & SUPPORT

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.

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 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.

• 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.

• 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-to-day life and your ability to work.

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.

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.

How your GP can helpYou 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.

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

Are money worries affecting your Mental health?

If you have financial worries it can really start to impact on the way you feel.Do you regularly lay awake in bed at night worrying how you’re going to pay your bills?

Are you feeling tired or lacking energy because worries about money have got you down?

Are you having trouble relaxing because of worries about money?

Do you feel anxious about answering the phone or opening the post because it might be about your debts?

Do you suffer with anxiety or panic attacks when you think about your financial situation?

Do you often shop or spend excessively to feel better, but have feelings of guilt or regret afterwards?

Are you drinking more alcohol to help you cope with the stress of debt?

Are you feeling low or tearful when you think about your financial situation?

Do you find you’re irritable, easily annoyed or lose your temper more often, or more quickly, when you get stressed about money?

If you have answered yes to any or most of these questions then it is time to face your fears and seek help on getting advice on how to prioritise your debts.

Citizens Advice Bureau has lots of information on sorting out debt on its website in the section on Help with debt.

The charity Mind has a section on its website called Money and Mental Health, which includes advice on how to manage debt.

Other useful organisations include:Money Advice Service: 0300 500 5000National Debtline: 0808 808 4000StepChange Debt Charity: 0800 138 1111

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RECOGNISING MENTAL HEALTH & SUPPORT

Five steps to mental wellbeingEvidence suggests there are five steps we can all take to improve our mental wellbeing.If you give them a try, you may feel happier, more positive and able to get the most from life

Connect – connect with the people around you: your family, friends, colleagues and neighbours. Spend time developing these relationships. Learn more in Connect for mental wellbeing.

Be active – you don’t have to go to the gym. Take a walk, go cycling or play a game of football. Find an activity that you enjoy and make it a part of your life. Learn more in Get active for mental wellbeing.

Keep learning – learning new skills can give you a sense of achievement and a new confidence. So why not sign up for that cooking course, start learning to play a musical instrument, or figure out how to fix your bike?

Give to others – even the smallest act can count, whether it’s a smile, a thank you or a kind word. Larger acts, such as volunteering at your local community centre, can improve your mental wellbeing and help you build new social networks.

Be mindful – be more aware of the present moment, including your thoughts and feelings, your body and the world around you. Some people call this awareness “mindfulness”. It can positively change the way you feel about life and how you approach challenges.

Call us for free debt advice onTel: 0808 808 4000 (Mon-Fri, 9am-8pm Sat, 9.30-1pm)

www.nationaldebtline.org

Promotes the views and needs of people with mental health problems.Tel: 0300 123 3393 (Mon-Fri, 9am-6pm)

www.mind.org.uk

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

Support and advice for people living with mental ilness.Tel: 0300 5000 927 (Mon-Fri, 10am-2pm)

www.rethink.org

Free and impartial money advice, set up by government.Tel: 0300 500 5000 (Mon-Fri, 8am-8pm Sat, 9am-1pm)

www.moneyadviceservice.org.uk

Con�dential support for people experiencing feelings of distress or despair.

Tel: 116 123 (24-hour free helpline)www.samaritans.org

Get free debt advice and your personal action planTel: 0800 138 1111 (Mon-Fri, 8am-8pm Sat, 8-4pm)

www.stepchange.org

Free, con�dential, impartial advice.Tel: 0808 801 0011 (Mon-Fri 10am-3.30pm)

www.boltoncab.co.uk

PLANNING FOR YOUR FUTURE CARE NEEDS

Planning for your future care needsThere may be times in your life when you think about the consequences of becoming seriously ill or disabled.

This may be at a time of ill health or as a result of a life-changing event. It may simply be because you are the sort of person who likes to plan ahead.

Care has never been free and everyone should think about the care they might need in the future. The long-term costs of care can be significant, and while none of us like to think that we will become old, ill or disabled, it does happen. Likewise, if you’re the parent of a disabled child, planning their future care and how it will be funded is vital.

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.

Claiming BenefitsIf you have care needs or a disability there are benefits to help you manage with the extra costs. Most of these benefits aren’t affected by income or savings and you may be able to keep them if you have to go into a care home.

Why it’s important to claim all the benefits you’re entitled toThe amount you pay towards your long-term care is worked out as if you’re already receiving all the benefits you’re entitled to. So it’s important to claim everything you can, otherwise you’ll end up paying more than you need to

What benefits are you entitled to?Financial support is available whether you need help to live safely and comfortably in your own home, or you need to move into a care home.

What’s more, not all benefits are means-tested. Disability benefits that help with personal care needs or the extra costs of getting around don’t take your income or savings into account

NHS Continuing Care fundingIf you have a disability or complex medical problem, you might qualify for free NHS Continuing Care.

Not many people know about it, so it’s important to find out if you’re eligible and get an assessment.

What is NHS Continuing CareIf you need a lot of nursing support, NHS Continuing Care can arrange and fund your care for you.

It helps you with health-care needs that result from disability, accident or illness.

If you qualify, it should meet the full cost of your care including the full fees of a nursing home or hospice, although you can also get the care at home.

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Unbiased Funeral Planning Advice

81 Mason Street | Horwich | Bolton | BL6 5RB

Funerals can be expensive, costing perhaps several thousand pounds, and many people worry that when they die, they won’t leave enough money for their funeral.

Telephone Shirley Deighan or call in to arrange a home visit

Visit our website: www.deighansfunerals.co.uk

With a funeral plan, you arrange and pay for it in advance

Deferred payment agreements for long-term careIf most of your money is tied up in your property and you have very little savings, your local authority may offer you the option of delaying payments so you don’t have to sell your home immediately to pay for long-term care. This is known as a deferred payment agreement.

How do deferred paymentagreements work?The local authority will assess your income and capital to see how much you can afford to pay towards your care. They will then make up the shortfall of the money you need to fund the costs. You will sign a legal agreement with the council, saying that the money will be repaid when your home is sold.

The council usually ensures that the money you owe in care fees will be repaid by putting a legal charge on your property. It does this by contacting the Land Registry to place the charge. The charge is removed when the outstanding debt is repaid.

You can’t usually use more than 90% of the value of your home to pay for fees. This is to leave you or the executor of your will with enough money to cover the sale costs and to make sure the council gets their money back if house prices fall. You can usually only apply to join a deferred payment scheme after you have been in a residential home for 12 weeks or more. Short term stays in care aren’t covered. The money must be repaid within 56 days if you sell your home or you leave the care home. If you die, the money must be repaid within 90 days of your death.

If there is a problem repaying the amount, you or the executor of your will should contact the local authority as soon as possible.

40

PLANNING FOR YOUR FUTURE CARE NEEDS

Am I eligible to use a deferred payment agreement?• You should have savings and capital of less than a certain amount, not including the value of your home. In England this is £23,250.

• Be a homeowner or have another asset that the local authority can use as security and be in long-term residential care. You won’t be able to take out a deferred payment agreement for temporary stays in care.

Are there any charges with a deferred payment agreement?The local authority will charge an administrative fee to cover the costs of setting up the deferred payment. You may have to pay valuation costs on the property.

Find out more about paying for care on thewebsites of:

www.ageuk.org.uk

www.carersuk.org

www.findmegoodcare.co.uk

www.moneyadviceservice.org.uk

www.societyoflaterlifeadvisers.co.uk

Solicitors for the Elderly (SFE) is an independent, national organisation of lawyers, such as solicitors, barristers, and legal executives who provide specialist legal advice for older and vulnerable people, their families and carers.www.sfe.legal

41

CHOOSING THE RIGHT HOME CARE AGENCY

If you find it difficult to carry out personal care routines – such as washing or dressing – home care services can provide the extra support that you need. Home care services (also known as domiciliary care) provide carers or personal assistants who can visit you at home to help with a wide range of tasks.

If you are considering using a home care agency Here is a list of questions you should ask a home care agency; ensure you get all the answers that you need.

About the carers• Will I have a regular carer?• What will happen if my regular carer is off sick?• What happens if a carer is unable to get to me because of adverse weather conditions or a traffic accident?• How many different carers are likely to visit me?• What sort of training do the carers receive? Do they have an induction period? How often is their training updated?• What qualifications do they have?

About the agency• Do you have a standard contract for work with private clients? Can we see a copy?• What are your hourly charges? Are there any minimum charges (such as a minimum number of hours per week)?• What happens on weekends and bank holidays? Is care provided? Is there an additional charge at these times?• How is payment required – by cheque, direct debit or some other way? How often is payment required? Monthly or weekly?• What insurance do you have to protect my home, for example, in the case of damage to property, the carer making a mistake, or the carer having an accident in my home?• How do you ensure quality of care is maintained? What are your quality assurance policies and procedures?• Who should I contact if I have problems with a carer or the service provided?• Is it possible to try you for a short trial period initially, to see how it works out?

www.homeinstead.co.uk/bolton

Home Instead in Bolton is part of a national organisation rapidly building a reputation as one of the UK’s leading care companiesallowing older people to continue livingin their own homes.

Hamill House, 112-116 Chorley New RoadBolton, Lancashire BL1 4DH

HomeThere’s no place like it

Being able to live at home can be one of the most important comforts in an older person’s life, and because family and friends can’t always be there, Home Instead Senior Care are here to help.

Contact us on 01204 498949Home Instead Senior Care

From an hour a day, to full time care, our service is available 24 hours a day, seven days a week to provide:

• Companionship • Respite Support • Light Housekeeping • Convalescence Support• Local Transportation • Specialist Dementia and Errands and Alzheimer’s care• Meal Preparation • Shopping• Personal Care

Care Provider Address PostcodeDistrict Telephone

CHOOSING THE RIGHT HOME CARE AGENCY

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Data correct with CQC

T. 01204 275 013 • www.dignitlyinlife.org

Personal Care • House Keeping • Respite Care • Companionship Social Visits • Activities • Advice • Advocacy • Outreach

Putting YOU at the Heart of our Care

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CHOOSING THE RIGHT CARE HOME

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.

Choosing the right care homeChoosing a care home is one of the most important decisions you’ll ever make. You need to make sure it’s got everything you need, in a place you’ll be happy, at a price you can afford.

When choosing a care home you need to recognise that your care needs are likely to increase over time.

Choosing a care home

• Make a shortlist of suitable care homes in your area that fall within your budget.

• Request an information pack from the homes on your shortlist.

• Request a copy of their contracts and/or terms and conditions.

• Make sure they have vacancies or establish how long their waiting list is.

• The cost of care varies from region to region – you could save money by relocating.

• Don’t forget to take into account additional costs that may not be covered in your residential fees, such as meals and day trips.

• Check how much notice you need to give if you move out and how much notice you will be given if the home is to close.

• If your funding is local-authority assisted, check that you pay the same rates as self-funders and find out whether a top-up payment is required.

Check the care home’s official inspection report

How much is it going to cost?Care-home fees vary considerably around the country, but on average you should expect to pay approximately £28,500 a year for a residential care home and £37,500 if nursing care is required.

Your local council may be able to help with costs depending on your circumstances.

Before visiting any care homes in person, you need to be very clear about what it is you’re looking for. Make a checklist of the things that are important to you, along with a list of questions to ask the managers and staff. Don’t be embarrassed – you’re about to make a life-changing decision.

Choice of accommodationThe 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.

What your choices areA 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). 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.

To check up-to-date information on the Nursing and Residential care homes within your locality visit: www.cqc.org.uk

There are four ratings given to Care Homes: outstanding, good, requires improvement and inadequate before making a decision

on a residential or nursing home we strongly advise that you read their latest report

OutstandingThe service is performing exceptionally well.

GoodThe service is performing well and meeting our expectations.

Requires improvementThe service isn’t performing as well as it should and we have told the service how it must improve.

InadequateThe service is performing badly and we’ve taken action against the person or organisationthat runs it.

Care Home RatingsBy law, all care homes have to display the ratings the (CQC)

Care Quality Commission gives them. They must display them in the places that people who use their services can easily see them. They must also show their ratings on their website, if

they have one. It’s important to have the right information and advice when you’re choosing a residential or nursing home,

either for you or a loved one.

www.cqc.org.uk/content/find-services-your-local-authority-area

We provide specialist palliative and end of life care and support for the people of Bolton who have life-limiting illnesses, and their families.We're a charity, and our services are free.

Bolton Hospice | Queens Park Street | O� Chorley New Road | Bolton | BL1 4QT Charity No. 518704

Visit our website or call us for more informationTelephone: 01204 663066 • www.boltonhospice.org.uk

Life-limiting illnesses are those known to shorten people's lives, such as cancer, chronic obstructive pulmonary

disease, heart disease and neurological diseases.Palliative care is an approach that aims to improve quality

of life by focusing on pain relief, symptom control and addressing each patient's individual psychological, social,

spiritual and practical needs. End of life care aims to meet the needs of a patient and

their family within the last phase of life and into bereavement.

The term 'a good death' incorporates four key principles: respect, time to plan, care and support. More information

about the principles of a good death is available on our website.

Patients are usually referred to Bolton Hospice by their GP, consultant or nurse. Our services are provided alongside

hospital and primary care.

Our ServicesAt Bolton Hospice we have an inpatient unit with single bedrooms, some with en suite facilities.

We provide planned Day Therapy for patients on 4 days a week.

We hold consultant-led outpatient clinics at the hospice every week.

Our Hospice at Home service works in partnership with District Nurses and GPs to enable patients to remain at home at the end of life if they wish.

We also provide physiotherapy, occupational therapy, social work, spiritual support, creative therapy, complementary therapy, a hair and image service, carers support and bereavement support.

We provide a 24 hour telephone advice service for healthcare professionals and carers.

We have a Cancer Information & Support Service on site which we deliver in partnership with NHS Bolton Clinical Commissioning Group, Macmillan Cancer Support and Bolton People A�ected by Cancer. It provides advice and support for people a�ected by cancer.

44

RESIDENTIAL & NURSING

Residential Home Address PostcodeDistrict Telephone

Nursing Homes Address Postcode TelephoneDistrict

Data correct with CQC 45

46

RESIDENTIAL & NURSING

Data correct with CQC

Residential Home Address PostcodeDistrict Telephone

"Residential Careas it should be"

www.morgancare.co.uk

Welcome to The Bakewells Care HomeThe Bakewells is situated in the quiet residential area of Ladybridge and is set in extensive private grounds and

landscaped gardens.

We pride ourselves on the level of support and warmth our team o�ers and, from the moment you enter, you

will �nd a friendly and welcoming environment.

We believe that you should not only expect the highest standards of care, but also the best quality of life. You will be treated as an individual who

wishes to live life to the full.

Email: [email protected] Junction Road | Deane | Bolton | BL3 4NE

For more information please call

01204 655 772Whichever type of care is required, you can be sure it will always be of the highest standard. Contact our care team for an informal chat or to arrange a visit.

What we o�er:Short Term • Long TermDay & Respite Care Available

47

EXPRESSING COMPLAINTS & CONCERNS

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

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.

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.

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.

HOW TO COMPLAIN ABOUT NHSTREATMENT 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

Tel: 0300 311 2233 (Monday to Friday 8am to 6pm, excluding English Bank Holidays)Email: [email protected]

Please write ‘For the attention of the ComplaintsManager’ in the subject line.Website: www.england.nhs.uk

Stage Two:If you are still not happy, you can raise thecomplaint with the Parliamentary and HealthService Ombudsman.

The Parliamentary and Health ServiceOmbudsman (PHSO)Millbank Tower, Millbank, London SW1P 4QPTel: 0345 015 4033Email: [email protected]: www.ombudsman.org.uk

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?

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.

The Patient Advice and Liaison Servicemay be contacted on:

Telephone: 01204 390193

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:Patient Advice and Liaison Service (PALS)Bolton NHS Foundation TrustMinerva Road, FarnworthBolton BL4 0JR

Email: [email protected]

We can explain the complaints procedures of service providers in ourarea or refer you to our Independent Complaints Advocacy service.Tel: 01204 394603 • Email: [email protected] • www.healthwatchbolton.co.uk

Supporting you if you have a complaintBolton

If you think an NHS practitioner or HealthcareProvider has been guilty of professionalmisconduct, you can also complain to theirprofessional or regulatory body.

The main healthcare professionalregulators in England are:

The General Medical Council.Tel: 0161 923 6602Email: [email protected]

The Nursing and Midwifery Council.Tel: 020 7637 7181Email: [email protected]

The General Dental Council.Tel: 020 7167 6000Email: [email protected]

The General Optical Council.Tel: 020 75803898Email: [email protected]

The General Pharmaceutical Council.Tel: 0203 713 7950Email: [email protected]

The General Osteopathic Council.Tel: 020 7357 6655Email: [email protected]

The General Chiropractic Council.Tel: 020 77135155Email: [email protected]

HOW TO COMPLAIN ABOUT ADULT SOCIALCARE SERVICES?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.However, if your complaint refers to an adultsocial care service funded by Bolton Council, you can raise any concerns by the following ways:Going online at: www.bolton.gov.ukEmail: [email protected] us on: 01204 338021Write to us at:Quality Assurance and Improvement TeamChildren’s and Adult ServicesFirst Floor Town HallBolton BL1 1RU

HOW TO COMPLAIN ABOUT CHILDREN’S,YOUNG PEOPLE AND FAMILY SERVICES?Please use the same contact details as above.

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.

Local Government OmbudsmanPO Box 4771, Coventry CV4 0EH

Tel: 0300 061 0614

Use the on-line complaints form at: www.lgo.org.ukThe LGO Website provides a range of detailedguidance on making a complaint.

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.

CQC National Customer Service CentreCitygate, Gallowgate, Newcastle-upon-Tyne NE1 4PA

Tel: 03000 61 6161

Use their on-line form: www.cqc.org.ukThis Website also gives detailed guidance on howto complain.

EXPRESSING COMPLAINTS & CONCERNS

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Don’t forget this still provides free promotion and listings to local events,community and voluntary groups and service providers.

With details and prices for accredited services and information on nurseries, child minders, schools, children and adult social care providers, voluntary organisations, local help groups, activities and events; My Life In Bolton is your one stop shop to keep all the family in the know.

bolton healthwatch web

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