York

­­­­­Health­&­Social­CareSignposting­Directory­2015

Issue­­2

­Your­local­spotlight­on­Health­&­Social­Carecovers­services­in­theCity­of­York

ContentsContentS

Disclaimer

This Directory has been compiled to signpost primary health and social care providers throughout the City of York.

Whilst we have taken every care in compiling this publication, the publishers and promoters cannot accept responsibilityfor any inaccuracies.

All listings are supplied via the Care Quality Commission (CQC) and NHS Choices. Neither Healthwatch York norHealthCare Publications can be held responsible for any errors or omissions.

All signposting services are up to date as of December 2014.A note on advertising: We offer businesses the chance to reach potential customers via this publication. It is our intention to clearly indicate that anadvertisement is being displayed and no endorsement or approval by the promoters of any product, service or supplier should be implied.

Healthwatch York 1What we have Done 2Have your say on Health and Social Care 3Get Involved 4NHS - Know your Rights! 5 – 6Free NHS Health Check 7 – 8Expressing Complaints & Concerns 9 – 10Choose Well 11 – 12GP’s & GP Surgeries in York 13Patient Choice of GP Practices 14Pharmacies in York 15 – 16Dentists & Opticians in York 17 – 18Social Care & Independent Living 19 – 22Recognising Mental Health & Support 23Personal Health Budgets 24Telecare & Telehealth Services 25 – 26What about Carers? 27 – 28Choosing Care in your own Home 29 Care in your own Home Providers for York 30Choosing Residential Care in York 31Care Homes and Care Homes with Nursing 32Help & Advice from Healthwatch York Partners 33 – 35Local Contacts 36

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 admin@healthcarepublications.org or visit www.hcpublications.org

1

HeALtHWAtCH­YoRK

What powers does Healthwatch York have?Healthwatch York has:

• The power to request information from service providers and commissioners

• The right to go into health and social care premises to see and hear for themselves how services are provided. Our trained volunteers find out the views of patients and residents who are using the services, and can also talk to carers and relatives

• The power to report concerns to the Care Quality Commission, Healthwatch England, the City of York Council, NHS commissioners and other relevant partners

• A seat on York’s Health and Wellbeing Board, where we represent the views of the people whouse health and social care services

Who can be involved with Healthwatch York?Anyone can become involved with HealthwatchYork and contribute to its activities becauseeveryone’s views matter. There are many ways youcan get involved and you can do as much or aslittle as you like:

• Sign up to our mailing list to receive our quarterly newsletter

• Share your stories with us so we can build up a picture of which services are working well and which could be improved

• Fill in a survey or take part in focus groups and consultations so we can share your views on services

• Become a Healthwatch York volunteer

What is Healthwatch?Healthwatch has been set up by the Government tohelp put people at the heart of health and socialcare services. A local Healthwatch has been set upin every area of England.

About Healthwatch YorkIn York your local Healthwatch is a project of YorkCVS. York CVS has a lot of experience in makingsure people have a voice. They also work with awide range of voluntary, community and socialenterprise organisations in York. York CVS believesthat Healthwatch York can bring these elementstogether to improve life for local people.

If you would like to know more about York CVS youcan e-mail: info@yorkcvs.orgphone: 01904 621133or visit: www.yorkcvs.org.uk

What does Healthwatch York do?Healthwatch York can help you and your familyget the best out of local health and social care services by:

• Giving you information about local services to make sure you know how to find the help you need

• Signposting you to independent complaints advocacy if you need support to complain about a service you’ve received

• Listening to your views about local services and making sure these are taken into account when services are planned and delivered. We want to hear what you think works well and what doesn’t

• Working with commissioners and providers of services to make sure that the issues we raise are responded to and have an impact on the waylocal services are delivered

“Healthwatch­is­independentand­transparent­-­with­theauthority­to­demand­action”

York

2

WHAt­We­HAVe­Done

How does Healthwatch York make a difference?Healthwatch York makes a difference to healthand social care services in a number of differentways. We write reports in response to issuesraised with us by the public. During our firstyear we produced three reports:

• Access to Health and Social Care Services for Deaf people

• Discrimination against Disabled people in York

• Loneliness: a modern epidemic

As a result of our report on Access to Healthand Social Care Services for Deaf people, YorkTeaching Hospital NHS Foundation Trust andLeeds and York Partnership NHS FoundationTrust are in the process of making changes:

York Teaching Hospital: "The report on servicesfor Deaf people is encouraging us to look at oursystems – for example at the moment we don’tuse text messages to communicate with patientsbut I think that is something we will bring in."

Leeds and York Partnership NHS FoundationTrust: "As a result of the access to services forDeaf people report we are in the process of re-designing our child / adolescent health delivery."

Healthwatch York are now speaking to NHSEngland, whose main aim is to improve thehealth outcomes for people in England, to lookat access to health and social care servicesnationally.

Working in partnershipHealthwatch York has developed strong linkswith the organisations which commission ourlocal health and social care services. We work in partnership with them, as a ‘critical friend’.

‘We have re-designed our personality disorderservices, which was very controversial andincluded a lot of changes; Healthwatch helpedus design and deliver that work.’Leeds and York Partnership NHS Foundation Trust

‘We have developed excellent workingrelationships with Healthwatch York who havebeen active in their role on the Health andWellbeing Board and proactive with their workwith the CCG.’Rachel Potts, Chief Operating Officer, NHSVale of York Clinical Commissioning Group

As a result of our positive working relationshipwith NHS Vale of York Clinical CommissioningGroup they have invited Healthwatch York tohave an advisory role on their governing body torepresent the patient voice. This means that wecan make sure you can have your say on localservices.

Healthwatch York ReportsWe write reports in response to issues raisedwith us by the public.

Case Study – Assessing the Quality of Care in Care Homes

Healthwatch York volunteers have been helpingassess the quality of care provided in care homes inYork. Healthwatch York volunteers accompany

Council staff on visits to talk to residents and findout what life is like in local care homes. This

enables our volunteers to make their voices heard in a constructive and supportive way, as well asenhancing the Council’s reports by adding the

view of the public.

Tracey Simpson Laing, Former Cabinet member forHealth, Housing and Adult Social Services, City ofYork Council, said: “I’m delighted that we are ableto get a different perspective on the care providedby our care homes and I am very grateful to thevolunteers for giving up their time to help improve

and influence the care we provide.”

Case Study: Psychological ServicesLeeds and York Partnership NHS Foundation Trustplanned to make changes to psychological servicesin York. A number of people contacted HealthwatchYork to raise concerns over the lack of consultationabout these changes. With the support of the HealthOverview and Scrutiny Committee, we were able to

engage with Leeds and York. As a result, theconsultation period was extended and two furtherengagement events were held. This has helped usdevelop our working relationship with Leeds andYork, and we are encouraging their development ofways to involve people in their service design,

delivery and review.

3

HAVe­YouR­SAY­on­HeALtH­AnD­SoCIAL­CARe

Healthwatch York needs to hear fromlocal people about their experiences of health and social care services. Wegather information from people andpass their concerns, comments andcompliments to the organisationswhich provide and commission (buy)services. We do not pass personaldetails on without consent.We want to know what health and social careissues are important to you and your family.Tell us what’s working well and what’s not sogood:

• Are you happy with the health and social care you are receiving?

• Do you have a relative or a friend living in a care home? Are they/you happy with the care they receive?

• Can you get an appointment with your GP (Doctor) when you need to?

• Have you had to stay in hospital recently? If so, what was your experience like?

• Do you or a relative have a long term illness?

• Do you know what services are available andhow to choose the right one, when you needurgent care?

• If you could wave a magic wand to fix one thing in health and social care what would it be?

We want to hear from people from a widevariety of backgrounds, and our partnerprogramme members help us to find out theviews of different sections of the community,including some who may find it hard to get theirvoices heard.

We also get out and about to talk to people -Healthwatch York staff and volunteers regularlyattend a wide variety of community events tomeet and talk to people.

We want to hear about the treatment and care you have received.

Whether you’ve had a positive experience orthere is room for improvement, have your say

on the Healthwatch York website today. You can even leave feedback anonymously.

www.healthwatchyork.co.uk

We­can­make­a­difference,­but­wecan’t­do­it­without­your­feedback

Your feedback can make a differenceEveryone who uses health and social care serviceshas the right to expect a high standards. In orderto help organisations achieve these standards, weneed your help. That’s why we actively encourageand welcome your feedback. Tell us when thingsare going well and when they’re not. Becausewhen we know, we can do something about it. You can do this online at:www.healthwatchyork.co.uk by submitting areview of your experience, or contact us bytelephone on 01904 621133 or by email athealthwatch@yorkcvs.org.uk

We summarise your feedback and provide it toorganisations that deliver our health and socialcare services in York. This makes sure they have aclear picture of how it feels to use their services.This helps encourage and reward good practice. It also makes sure any problems you face areidentified, and allows services to be changed toimprove your experiences in future. Your voicereally can make a difference.

You can review as many services as you like, andfor services you visit regularly you can leavefeedback every time you visit. We will ask you fora little information about yourself when you leavea review. But we never pass this on to anyone else,and you can leave your feedback anonymously onthe website.

York

4

get­InVoLVeD

Healthwatch York belongs to us all. Wewant it to represent and include our localcommunity. We aim to be approachable,practical and dynamic, and act on behalfof everyone in York.• Together we can shape and improve services we use

• We go out to meet people all over the city – if you haven’t met us yet please get in touch!

• We’re an open organisation and want to make it easy for you to talk to us

• We’re inclusive and we want people from every part of your community to join us

• Ask us what we’re doing and we’ll always tell you what’s happening

• You can hold us to account

• We’re here to help services to improve

• We use your evidence to build a true picture of local services, highlighting what’s good and whatneeds to improve

Volunteer?• Are you passionate about health and social care?

• Do you want to make a positive difference within your local community?

• Do you have a few hours spare?

• If so, why not volunteer with Healthwatch York today!

Who can volunteer?To volunteer with us, you must either live in York,or use health or social care services in the city. Youmust also be at least 16 years old. We believe thateveryone is unique and has something valuable tocontribute to our work. This may be skills andknowledge, lived experience of health and socialcare, to developing a previously untapped talent.The main requirement is a willingness to make areal difference to society.

What are we looking for?You do not need any qualifications to become aHealthwatch Volunteer; just a willingness to listenand talk to a range of individuals, an open mindand a desire to raise the voice of local people.

As a Healthwatch Volunteer you can undertake as much or as little as you like from a range ofspecific roles. Volunteering your time should notbe taxing but rewarding to benefit you and thewider community. Times are flexible, to workaround you. We ask for a commitment, ideally, of at least four hours each month.

Benefits of volunteering withHealthwatch YorkVolunteering is a great opportunity to givesomething back to the community. You can make areal difference to the people around you. It alsoprovides the chance to develop new skills or buildon existing experience and knowledge whilst alsoplugging gaps in CVs.

Below are some of the benefits of volunteering:• Help others less fortunate or without a voice to Help everyone in York to have their voice heard

• Feel valued, empowered and part of a team• An opportunity to meet new people and make new friends

• Spend quality time away from work or a busy lifestyle

• Boosting confidence and self-esteem• Improve your health and well-being and quality of life

• Actual out of pocket expense reimbursed• Access to accredited and in-house training and much more…

Healthwatch YorkFREEPOST RTEG-BLES-RRYJ

15 Priory StreetYO1 6ET

Tel: 01904 621133Email: healthwatch@yorkcvs.org.uk

www.healthwatchyork.co.uk

Volunteer­and­help­usimprove­local­health­and­social­care­services

5

nHS­-­KnoW­YouR­RIgHtS!

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

You have the right, in certain circumstances, to goto other European Economic Area countries orSwitzerland for treatment which would beavailable to you through your NHS commissioner.

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

You have the right to access certain servicescommissioned by NHS bodies within maximumwaiting times, or for the NHS to take allreasonable steps to offer you a range of suitablealternative providers if this is not possible.

You have the right to be treated with aprofessional standard of care, by appropriatelyqualified and experienced staff, in a properlyapproved or registered organisation that meetsrequired levels of safety and quality.

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

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

You have the right to have any complaint youmake about NHS services acknowledged withinthree working days and to have it properlyinvestigated.

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

You have the right to accept or refuse treatmentthat is offered to you, and not to be given anyphysical examination or treatment unless you havegiven valid consent. If you do not have thecapacity to do so, consent must be obtained from aperson legally able to act on your behalf, or thetreatment must be in your best interests.

Everyone has the right to information andeducation about how to take care of themselvesand what they are entitled to within the healthand social care system.

Healthwatch York helps individuals to gain accessto, understand, and use information to promoteand maintain good health and make the best use of local services and care support.

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

• Help you find out about funding for health & social care

• Help you to access services and find your way through care ‘pathways’ – find the right service for you

• Put you in touch with Support Groups, Voluntary and Community Organisations

• We can register your concerns and provide information on making complaints

• Pass on your reports of excellent services and care

• If you need advocacy we can refer you to the Independent Complaints Advocacy (ICA)

You have the right to receive NHS services free ofcharge, apart from certain limited exceptionssanctioned by Parliament.

You have the right to access NHS services. You willnot be refused access on unreasonable grounds.

6

You have the right to be given information aboutthe test and treatment options available to you,what they involve and their risks and benefits. You have the right of access to your own healthrecords and to have any factual inaccuraciescorrected.

You have the right to privacy and confidentialityand to expect the NHS to keep your confidentialinformation safe and secure.

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

You have the right to request that yourconfidential information is not used beyond yourown care and treatment and to have yourobjections considered, and where your wishescannot be followed, to be told the reasonsincluding the legal basis.

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

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

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

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

You have the right to be kept informed of progressand to know the outcome of any investigation into your complaint, including an explanation of theconclusions and confirmation that any actionneeded in consequence of the complaint has beentaken or is proposed to be taken.

You have the right to take your complaint to theindependent Parliamentary and Health Service Ombudsman or Local Government Ombudsman, ifyou are not satisfied with the way your complainthas been dealt with by the NHS.

You have the right to make a claim for judicialreview if you think you have been directly affectedby an unlawful act or decision of an NHS body orlocal authority.

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

You have the right to choose the organisation thatprovides your NHS care.

With all the changes to health and care servicesit’s not always clear where you should go to reportan urgent issue, to make a complaint, or forfurther information.

Healthwatch York can help you find the rightservices to suit your needs through our Information& Signposting Service.

We cannot give you advice or make specificrecommendations but we can help you make aninformed decision in finding the right health andsocial care service whether it is provided by theNHS, the Council, a voluntary or communityorganisation.

Contact Us:Office telephone: 01904 621133

Write to us at: HealthwatchYorkFREEPOST RTEG-BLES-RRY J15 Priory Street, York YO1 6ET

Email us at: healthwatch@yorkcvs.org.uk

Visit our website: www.healthwatchyork.co.uk

nHS­-­KnoW­YouR­RIgHtS!

7

FRee­nHS­HeALtH­CHeCK

Everyone is at risk of developing heartdisease, stroke, diabetes, kidney disease,and some forms of dementia. The goodnews is that these conditions can oftenbe prevented – even if you have a historyof them in your family. Have your freeNHS Health Check and you will be betterprepared for the future and be able totake steps to maintain or improveyour health.Why do I need an NHS Health Check?We know that your risk of developing heartdisease, stroke, type 2 diabetes, kidney disease,and dementia increases with age. There are alsocertain things that will put you at even greaterrisk.

These are:

• Being overweight

• Being physically inactive

• Not eating healthily

• Smoking

• Drinking too much alcohol

• High blood pressure

• High cholesterol

Both men and women can develop theseconditions, and having one could increase your risk of developing another in the future.

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

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

• The kidneys can be damaged by high blood pressure or diabetes, causing chronic kidney disease and increasing your risk of having a heartattack

• Being overweight and physically inactive can lead to type 2 diabetes

• If unrecognised or unmanaged, type 2 diabetes could increase your risk of further healthproblems, including heart disease, kidney disease and stroke

Who is it for?

The NHS Health Check scheme isavailable across York.If you are aged between 40 and 74, and youhaven’t been diagnosed with heart disease,diabetes, kidney disease, or had a stroke, your GPmay invite you for the NHS Health Check. Your GPmay do this by letter, text, or when you are visitingthem for something else.

Helping you prevent heart disease, stroke,diabetes, kidney disease and dementia

8

FRee­nHS­HeALtH­CHeCK

Even if you’re feeling well, it’s worthhaving your NHS Health Check now.We can then work with you to lower yourchances of developing these healthproblems in the future.

What happens at the check?This check is to assess your risk of developing heartdisease, type 2 diabetes, kidney disease,and stroke.

• The check will take about 20-30 minutes

• You’ll be asked some simple questions. For example, about your family history and choices which may put your health at risk

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

• We’ll take your blood pressure

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

What happens after the check?We will discuss how you can reduce your risk andstay healthy.

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

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

• Some people with raised blood pressure will have their kidneys checked through a blood test

• Some people may need to have another blood test to check for type 2 diabetes. Your healthprofessional will be able to tell you more

• Treatment or medication may be prescribed to help you maintain your health

Questions you may have

Why do I need this check? I feel fine!The NHS Health Check helps to identify potentialrisks early. By having this check and followingthe advice of your health professional, youimprove your chances of living a healthier life.

But don’t these conditions run in the family?If you have a history of heart disease, stroke, type2 diabetes, or kidney disease in your familythen you may be more at risk. Taking action nowcan help you to prevent the onset of theseconditions.

I know what I’m doing wrong. How can the doctor help me?If you would like help, we will work with you tofind ways to eat healthily, reach your healthyweight, be more active, cut down your drinking, orstop smoking.

If I am assessed as being at ‘low risk’,does this mean I won’t develop theseconditions?It is impossible to say that someone will or won’tgo on to develop one of these conditions.But takingaction now can help you lower your potential risk.

Will everyone have this check?This check is part of a national scheme to helpprevent the onset of these health problems.Everyone between the ages of 40 and 74 who hasnot been diagnosed with the conditions mentionedwill be invited for a check once every fiveyears. If you are outside the age range andconcerned about your health, you should contactyour GP.

Helping you prevent heart disease, stroke,diabetes, kidney disease and dementia

9

eXPReSSIng­CoMPLAIntS­&­ConCeRnS­

Although most people have no problems whenusing Health & Social care services, sometimesthings can go wrong. This information explainswhat to do if you, or a member of your family,want to complain about the care that you havereceived.

How to complainWho you contact to complain will depend on:

• Whether you are complaining about health care or social care, and

• Whether the care is paid for by public funds or you have paid for it yourself.

It is usually a good idea to keep a record ofwhat you said and who you said it to if thecomplaint is made verbally. Healthwatch Yorkwill be able to tell you if you can get free help,advice and support in making your complaint.

NHS Advocacy Service York Advocacy provide support to people in theCity of York who wish to make a complaintabout NHS Services in York.

York Advocacy:Write to: Tang Hall Community Centre, Fifth Avenue, York. YO31 0UG.Phone: 01904 414357Email: office@yorkadvocacy.org.ukOr go to the website: www.yorkadvocacy.org.uk

How to make a complaint about health careIf you are unhappy with the care you havereceived from the NHS, you have the right to make a complaint. Ask to see a copy of thecomplaints procedure for the NHS service youare unhappy about. This will tell you who tocontact, how they will handle your complaintand how they will learn from your complaint.Where possible, you should contact the NHSservice (hospital, GP practice, dentist etc.)directly. You can do this in person, bytelephone, email or letter. This will give theNHS service a chance to sort out any problemyou might have and put things right for you.

If you are not able to do this, or if you feelworried about contacting the NHS servicedirectly, you can complain to other parts ofthe NHS instead:If your complaint is about a hospital or localNHS community service contact NHS Vale of YorkClinical Commissioning Group. They will makesure that your complaint goes to the rightpeople who can help you.

NHS Vale of York CCG- Patient ExperienceTel: 01904 555 870Email: VOYCCG.PatientRelations@nhs.netBy post: NHS Vale of York ClinicalCommissioning Group, West Offices, Station Rise, York YO1 6GA

If you are not content with the replyyou getIf you are not content with the outcome of yourcomplaint or how it was dealt with, you havethe right to ask the Health Service Ombudsmanto investigate your complaint. This is a free,independent service that will usually onlyinvestigate a complaint after the NHS have hada chance to try to deal with your complaint, Ifthey decide the NHS have got things wrong, theycan make recommendations to put things right.

The Parliamentary and Health ServiceOmbudsman, Millbank Tower, Millbank,London SW1P 4QPTel: 0345 015 4033 Email: phso.enquiries@ombudsman.org.ukwww.ombudsman.org.uk

Text phone: 0300 061 4298 if you are deaf orhave problems using a standard telephonerequest a call by texting ‘call back’ with yourname and mobile number to 07624 813 005.

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eXPReSSIng­CoMPLAIntS­&­ConCeRnS­

If you are not content with the reply you getIf you are not happy with the final reply fromthe care service or City of York Council, youhave the right to ask the Local GovernmentOmbudsman to investigate your complaint.

This right applies whether you pay for youprivately fund your own care or the LocalAuthority funds it.

You can contact the Local GovernmentOmbudsman on 0300 061 0614, Local Government Ombudsman, PO Box 4771, Coventry CV4 0EHwww.lgo.org.uk

How to make a complaint about Social care If you are unhappy with the care you havereceived from a care home, nursing home,home-care agency or other social care service,you have the right to make a complaint. If theservice is provided in a social care setting but isfunded by the NHS, e.g. dental services, youwill need to follow the NHS complaints process,‘How to complain about health care’ on theopposite page.

Ask to see a copy of the complaints procedurefor the care service you are unhappy about. This will tell you who to contact, how they willhandle your complaint and how they will learnfrom your complaint.

Where possible, you should contact the careservice directly (care or nursing home, etc.).You can do this in person, by telephone, emailor letter. This will give the care service thechance to sort out any problem you may haveand put things right for you.

If you are not able to do this, or if you feelworried about contacting the service directly,you can contact:

If you have something to say about the serviceyou have received from the Adult Social Careteam at City of York Council contact thecomplaints team on: Customer & Business Support ServicesWest Offices, Station Rise, York, YO1 6GATel: (01904) 554145 or email: haveyoursay@york.gov.uk

For further help and advice on raising a concern or making a complaint relating to

Health or Social Care contact:

Healthwatch YorkPhone us on: 01904 621133

Write to us at: HealthwatchYork

FREEPOST RTEG-BLES-RRYJ15 Priory Street, York YO1 6ET

Email us at: healthwatch@yorkcvs.org.uk

Visit our website: www.healthwatchyork.co.uk

Follow us on Twitter: @healthwatchyork

11

CHooSe­WeLL

Feeling poorly?For many people, the hospital’s accident andemergency department can seem like the bestplace to go for any illness or injury, but often youcan get more appropriate care from other services.How much do you know about the other options? Will you make the right choice if you, or a memberof your family, need urgent health care,treatment, or advice?

Self Care The first thing to consider is ‘self care’ – thissimply means taking care of yourself. Forexample, there isn’t anything GPs can do to treatcolds and other viruses - the best prescription is toget plenty of rest and drink lots of fluids.

For a number of minor illnesses or injuries, homecan be the best place for you. So, make sure youalways have the basics at home, such asparacetamol, cough and cold remedies and a nitcomb.

As well as these, it is recommended that you havea well stocked medicine cabinet that includes thefollowing:

• Antiseptic• Plasters• Antihistamines• Anti-diarrhoea tablets• Indigestion remedies• A thermometer• Crepe bandages

Pharmacy Pharmacists are available without an appointmentand can advise on most minor illnesses. Visit forhelp with coughs, colds and sore throats,diarrhoea, the ‘morning after pill’, warts andverrucas, nits, and much more.

Most people know that a pharmacy deals withprescriptions, and offers a range of medicines andfirst aid equipment, but you might not realise thatall of York’s pharmacies offer private consultationrooms, and you can be seen there without anappointment.

Pharmacists are able to offer expert advice withthe confidence of years of professional training;either offering help there and then, or telling youthe best place to go for further care. Many ofYork’s pharmacies are open late and at weekends,and they are often the most suitable place for help,advice and treatment of minor issues.

There are over 50 pharmacies in York, so everyoneshould have one within easy reach of where they live.

Your Family Doctor GPs are highly trained and skilled medics who candeal with your complex, ongoing and urgentconditions.

They will offer same day access for ill children. GP surgeries are the only places that hold all yourhealth records, meaning their doctors can make aninformed decision straight away, based on yourindividual history.

People sometimes say that it is hard to get anappointment with a doctor at short notice, butYork doctors always prioritise urgent conditions.Many GPs now offer telephone appointments,where appropriate.

Practice nurses can also help with many healthproblems, so you may be offered an appointmentwith them instead.

Out of HoursThe care and assistance available from a GPdoesn’t end at 6.30pm. Through the night and atweekends, an out of hours service providestelephone advice and face-to-face appointmentswith a doctor where needed.

If you need a GP when your practice is closed, callthe practice and the GP out of hours number willbe given out on the answering machine. Or callNHS 111 for advice and assistance.

Accident and Emergency As the name suggests, A&E is for serious and lifethreatening conditions only. For example,suspected strokes, heart attacks or seriousinjuries. Unnecessary visits to A&E cost the NHSaround £500m each year, as well as making itharder for doctors and nurses working there to seepatients with life threatening conditions.

A&E only holds your history of hospital visits, theydon’t have access to your family doctors’ records.

When you go to A&E, if the staff there feel there isa more appropriate place to get the best care, youwill be redirected to that service.

Unnecessary visits to A&E not only add to the strainon hard working A&E staff, but also reduce theresources available to treat those who needspecialist emergency care, which could mean theydon’t get essential treatment quickly enough.

12

13

gP’S­&­gP­SuRgeRIeS­In­YoRK

Postcode Surgery / GP Address Telephone

Data correct with NHS Choices - December 2014

14

PAtIent­CHoICe­oF­gP­PRACtICeS

During 2012 and 2013, the Departmentof Health ran a pilot scheme to explorehow patient choice of GP practice couldbe expanded. The Patient Choice Schemepilot was available in different parts ofEngland and offered patients new ways of accessing GP services outside their GPpractice's boundary area.As a result of this scheme, and following changesto GP contracts, all GP practices in England willbe free to register new patients who live outsidetheir practice boundary area from January 2015.

This means that you are able to join practices inmore convenient locations, such as a practice nearyour work.

The idea is to provide you with greater choice andto improve the quality of GP services over time, asGPs providing a good service are naturally morepopular.

These new arrangements are voluntary for GPpractices. If the practice has no capacity at thetime or feels it is not clinically appropriate orpractical for you to be registered so far away fromhome then they can still refuse registration. Thepractice should explain their reason to you indetail.

What to consider when registering with a GP practice further awayYou may wish to join a GP near work or remainregistered with your old GP following a move. Thenew arrangements make this possible; however,there are a few things to consider.

Because of the greater distance to your home, theGP you register with is under no obligation to offeryou a home visit. If you are not well enough to goto the practice yourself then other arrangementswill have to be made. NHS England (the bodyresponsible for buying GP services) has to ensurethat you are able to access a service either nearyour home or at home. When you register with apractice away from home you will be giveninformation about what you should do in thosecircumstances.

What to expect from your GPGPs look after the health of people in their localcommunity and deal with a whole range of healthproblems. They also provide health education,offer advice on smoking and diet, run clinics, givevaccinations and carry out simple surgicaloperations.

GPs usually work in practices as part of a team,which includes nurses, healthcare assistants,practice managers, receptionists and other staff.Practices also work closely with other healthcareprofessionals, such as health visitors, midwives,and social services. You would normally see GPs orother healthcare professionals at their premises(surgery). Some operate from more than onebuilding. If your GP cannot deal with a problemthen you’ll usually be referred to a hospital fortests, treatment, or to see a consultant withspecialist knowledge. GP practices should makeinformation about their services easily available to their patients. Most practices have a practiceleaflet available, otherwise please ask your GP orsurgery for one.

15

PHARMACIeS­In­YoRK

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

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

Postcode Pharmacy Address Telephone

Data correct with NHS Choices - December 2014

If you have the symptoms of a cough, cold, or think you’ve got the flu a pharmacist is the best place to go,as they can usually provide you with the help and information you need on the spot.

They can also offer help with healthy living issues such as losing weight or giving up smoking.

For opening times and NHS SERVICES available from your Pharmacy please scan the QR code with your smartphone or visit www.nhs.uk

What if I have a complaint or concern about my Pharmacy or Pharmacist?Any complaint to go through the NHS complaints procedure needs to be made either to the practice directlyor to NHS England. Any other concerns about a pharmacist 'fitness to work' should be made via GeneralPharmaceutical Council.

You can contact the General Pharmaceutical Council, either by email: concerns@pharmacyregulation.orgor by post: Raising a concern, General Pharmaceutical Council, 129 Lambeth Road, London SE1 7BJTel: 020 3365 3603

16

PHARMACIeS­In­YoRK

Postcode Pharmacy Address Telephone

Data correct with NHS Choices - December 2014

17

DentIStS­&­oPtICIAnS­In­YoRK

Postcode Dentist Address Telephone

Data correct with NHS Choices - December 2014

Postcode Optician Address Telephone

18

NHS DENTAL CHARGESBand 1 course of treatment

£18.50 This covers an examination, diagnosis

(eg X-rays), advice on how to prevent futureproblems, a scale and polish if needed, andapplication of fluoride varnish or fissuresealant. If you require urgent care, even ifyour urgent treatment needs more than oneappointment to complete, you will only need

to pay one Band 1 charge.

Band 2 course of treatment£50.50

This covers everything listed in Band 1above, plus any further treatment such asfillings, root canal work or if your dentist

needs to take out one or more of your teeth.

Band 3 course of treatment£219.00

This covers everything listed in Bands 1 and 2above, plus crowns, dentures and bridges.

19

SoCIAL­CARe­&­InDePenDent­LIVIng

How do I get Social care?If you have decided that you need social caresupport, you may want to think about the type ofsupport you require, be it homecare workers,equipment or respite breaks.

Your first step should be to ask your local authoritysocial services department for an assessment ofyou needs.

Local authorities have a duty to assess anyone whoappears to need the community care services theyoffer.

Your local authority should:

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

The assessment by the local authority is importantbecause it helps them work out what yourdifficulties are and what services will help youmost. Each local authority has its own way ofworking out who is eligible for social care supportand what services it can offer.

If your local authority thinks you are eligible forsocial care support, you have a specific level ofneed and meet financial rules, you should beinvolved in the decision-making process thatfollows. If appropriate, the next step will be forsocial services or an independent adviser to workwith you to create a care plan.

Often only minor assistance is needed – such asmeals on wheels and help with washing ordressing. Yet these services could make a bigdifference to your life.

If you feel that your needs have changed overtime, you will have to be re-assessed. Contact thesocial care team at your local authority to discussit with them.

Your rights and entitlementsIn most cases, you shouldn’t have to actively exertyour rights in regards to the care that you receive.However, if you feel you are being unjustly treatedin breach of your rights, you may want to takeaction. You can do this by telling someone youtrust, seeking help from Healthwatch York orcontacting the local authority team in charge of‘safeguarding’.

Under UK law, you should be looked after andtreated fairly and with dignity whenever you aregiven social care services. This applies toeveryone, regardless of where they are given careand who does the caring. Other laws may alsoprotect you from discrimination because of whoyou are, including some protection for carersunder the rules designed to protect disabledpeople. For example, if you are an older person,this should not stop you from having treatmentsimilar to that which a younger person would be given.

Family SupportFamilies with disabled children may be eligible forFamily Support to help you look after your child.This can include day care for children under five,help with parenting such as parenting classes,courses or family support workers, practical homehelp, and access to a Children’s Centre. Some ofthese services are available to all families.

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21

SoCIAL­CARe­&­InDePenDent­LIVIng

Help in your home or in a care homeYou may want to have someone who can come toyour home and give you the support you need tolive your life. This can include help with tasks suchas getting dressed, help with using the toilet,washing, preparing and eating food, cleaning andlaundry, getting out and about, and taking part inleisure and social activities.

Healthwatch York or your local authority will beable to provide you with information and advice onwhat services are available in your local area.

Community support and activitiesSome social care services can be provided to helpyou continue to play an active role in yourcommunity and to get out and about and do thethings you want to do. For example, you may wantto work or to partake in religious or cultural eventssuch as a festival or a sports match. Social careservices may be able to support you in a widerange of ways to enable you to continue to dothese things, for example a community transportservice.

Day centresVisiting a day centre can be a good alternative tomoving into a care home. Day centres provide anopportunity to socialise and do activities thatmight not be available at home and may providerespite for family carers.

Adaptations to your homeA common way that social care can support ill ordisabled people to live independently at home issimple adaptations to the home. If you havedifficulty living at home because of your condition,it is often a better option to improve your homethan to move somewhere new.For example,depending on your condition, you might be able toget lowered kitchen surfaces and storage, widerdoorways to accommodate wheelchairs or walkingframes, or improved flooring to prevent trips andfalls.

What social care support can I get?Many people’s first impression or thoughts of socialcare might be a residential care home. In fact,there’s a wide variety of social care servicesavailable and most who need social care supportwill be able to have care provided in their home.The kind of social care support that you can getdepends largely on your needs. These may vary dueto your personal circumstances, the support youalready have, and which areas of life you arefinding more difficult. For example, if you have aneurological problem that causes you to havetrouble walking you may simply require someequipment to help you remain mobile andindependent. However, if you have a significantneurological problem that seriously affects yourmental capacity or ability to move and look afteryourself, you are likely to need a much widerrange of social care services.It is worth taking timeto think about your specific needs and what youthink you might need to help you achieve the bestquality of life you can.

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

EquipmentGetting the right equipment can revolutionise yourlife. The ability for you to remain independentsometimes hinges on small factors and tools, suchas a jar gripper (to help you remove lids) or waysto raise your seat (so that you can get up moreeasily), which can make all the difference.However, equipment can also help with weightierissues, for example, hoists to help people withmobility problems get on and off chairs or toilets,or in and out of the bath or bed. The equipmentyou may be able to access could includemonitoring devices that check whether you haveleft the house if you have a condition, such asdementia, that causes confusion and wandering.

22

SoCIAL­CARe­&­InDePenDent­LIVIng

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 forolder people, or it could be a stay in a home for younger adults with disabilities, or a home for children.Residential care may be privately owned, or run by a charity or the local authority.

The main types of residential care are: residential care homes • residential care homes with nursing care• extra care and sheltered housing • supported living • retirement villages

Deciding on a long-term stay in residential care is a very significant decision financially, practically andemotionally. You will need to think about your own preferences and decide what services will meet yourneeds now, as well as being flexible enough to take account of your future care needs. It is not always aneasy decision. Independent advice can be important in helping you make the right decision, taking intoaccount all the important factors. Your local authority will be able to give you details of information servicesthey commission locally.

Support for carersYou’re a carer if you’re looking after a person who is disabled, has a long-term health condition or is elderlyand frail. Carers can get help with their caring role, and by enabling the person they care for to get thesupport they need, they can make their own life easier. For example, it’s important that carers have timefor themselves, and one of the best ways to arrange breaks from caring is to ensure that you have had acarer’s assessment. This will help identify how substantial and demanding your caring is and how muchsupport you are likely to need. If you are looking after a child with a learning disability or similar, youshould also consider the support that your child will need with their education. Again, talk to your localauthority to discuss the types of support you might be able to get.

23

ReCognISIng­MentAL­HeALtH­&­SuPPoRt

Mental health, emotional wellbeing and resilienceis all about how we cope with what life throws atus. It concerns the way we feel about ourselves,conduct relationships, handle stress or deal with loss.

Good mental health and resilience arefundamental to good physical health, relationships,education and work, as well as being key toachieving our potential.

Mental health factsAt least one in four people experience adiagnosable mental health problem in any oneyear, 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 obsessivecompulsive disorder can cause great emotionaldistress, and can affect how you cope with day-to-day life and your ability to work.

Less common conditions, such as psychosis, canmake you experience changes in thinking andperception severe enough to significantly alteryour experience of reality. These conditionsinclude schizophrenia and affective psychosis, suchas bipolar disorder, and can have the same lifelongimpact as any long-term physical condition.

Admitting you are struggling does not mean youare "mentally ill", that doctors will automaticallyput you on medication, or you will have toimmediately tell your employer you are mentallyunwell. Many issues can be managed without thehelp of a GP by using the variety of sources of helpnow available, whether it's through books, localorganisations or online.

Even if you need professional help, there arechoices you can make along the way. Mental illnessis treatable and, with appropriate support andtreatment, people do recover. Many move on withtheir lives and are able to care for their family,contribute to the local community, and get backinto employment or training.

How your GP can help You should make an appointment to see your GP ifyou've been feeling depressed for a few weeks oryour anxiety is having an impact on your daily life,such as stopping you from going to work orshopping.

Mental health services are free on the NHS, butyou will usually need a referral from your GP toaccess them.

Support and advice for people living with mental illness.

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

Information on child and adolescent mentalhealth. Services for parents and professionals.

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

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

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

Confidential support for people experiencingfeelings of distress or despair.

Tel: 08457 90 90 90 (24-hour helpline)

www.samaritans.org.uk

24

PeRSonAL­HeALtH­BuDgetS

Personal Health BudgetsPersonal health budgets are being introduced bythe NHS to help people manage their care in a waythat suits them. They have been piloted in anumber of places across England and, from April2014, anyone receiving NHS continuing healthcare willhave a right to ask for a personal health budget.

What is a Personal Health Budget?A personal health budget is an amount of money tosupport your identified health and wellbeingneeds, planned and agreed between you and yourlocal NHS team. The aim is to give people withlong-term conditions and disabilities greater choiceand control over the healthcare and support theyreceive. Personal health budgets work in a similarway to the personal budgets that many people arealready using to manage and pay for their social care.Together with your NHS team (such as a GP) youwill develop a care plan. The plan sets out yourpersonal health and wellbeing needs, the healthoutcomes you want to achieve, the amount ofmoney in the budget and how you are going tospend it.

You can use a personal health budget to pay for awide range of items and services, includingtherapies, personal care and equipment. This willallow you more choice and control over the healthservices and care you receive.

You don’t have to change any healthcare orsupport that is working well for you just becauseyou get a personal health budget, but if somethingisn’t working, you can change it.

Who can have a personal health budget?The first group to be able to ask for a personalhealth budget, from April 2014, will be peoplegetting NHS continuing healthcare, which is NHS-funded long-term health and personal careprovided outside hospital. Local NHS organisationswill be free to offer personal health budgets toother people if they think an individual willbenefit. It is the Government’s long-term aim, tointroduce a right to a personal health budget forpeople who would benefit from it.

Can I have a personal health budget aswell as a personal budget for social careand support?Yes. If you already have a personal budget for careand support from social services and your NHSteam agrees, you can also have a personal healthbudget and ask for both to be combined.

Do I have to have a personal healthbudget?No. If having a personal health budget does notwork for you, your local NHS will provide the careyou need as it has always done.

What is the difference between apersonal health budget, a personalbudget, an individual budget and a direct payment?A personal health budget is for your NHShealthcare and support needs.

A personal budget is for your social care andsupport needs.

An individual budget includes your social care andsupport needs plus other funding, such asindependent living.

A direct payment is one way of managing thesebudgets, where you get the cash to buy the agreedcare and support you need.

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

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

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

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

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

25

teLeCARe­&­teLeHeALtH­SeRVICeS

Telecare is a service that enables people,especially older and more vulnerableindividuals, to live independently in theirown home. 90% of people say that that istheir wish and telecare allows it tohappen. Equally it gives peace of mind tofamily, friends and carers, knowing thatwhen they are unable to watch over theirloved ones, telecare will.Telecare is as much about the philosophy of dignityand independence as it is about technology andservices. The service package, and choice oftechnology, is provided to support the individual intheir home and is tailored to meet their needs. Itcan be as simple as the basic social alarm service,able to respond 24/7 in a given situation, it caninclude sensors and triggers such as motion or falldetectors and fire and gas alarms, that trigger awarning to a response centre staffed 24 hours aday, 365 days a year. It can also include locationdevices that can be used to enable an individual tohave security outside of their home.

As well as responding to an immediate need,telecare can work in a preventative mode, withservices programmed to monitor an individual'shealth or well-being. Often known as lifestylemonitoring, this can provide early warning ofdeterioration, prompting a response from family or professionals.

Telehealth equipment is used to monitor yourhealth in your own home. It can be equipment tomeasure your blood pressure, blood glucose levelsor your weight. This can reduce the number ofvisits you make to your GP and unplanned visits tothe hospital. You’re taught how to do the tests onyourself and the measurements are automaticallytransmitted to your doctor or nurse, who can thensee the information without you having to leavehome. They can let you know if they have anyconcerns.

Telecare and telehealth can be used on their ownor in combination in order to best meet the needsof the individual and get the best fit with localservices, including those provided by family andfriends. The services need to balance technologywith other forms of care and support and bereviewed in the same way as all other packages ofhealth and social care.

For more information about telehealth andtelecare services, visit www.telecare.org.uk orspeak to your GP, social worker or local authority

Telecare & Telehealth can be of benefit to:• Older, frail or disabled people or those

temporarily unwell after perhaps an operation

• People who have been discharged from hospital and need to be able to get help at home if needed

• Vulnerable people of any age living alone

• Reassurance to partners, family and carers of people with dementia, medical conditions or disabilities be that physical, mental or sensory

To benefit from the service all you need is a phoneline and modern electric plug socket. This range oftechnology offers extra independence and peace ofmind. Pictured overleaf are some of our mostpopular devices, however, many more areavailable.

26

27

WHAt­ABout­CAReRS?

A carer is anybody who looks after a familymember, partner or friend who needs help becauseof their illness, frailty or disability. Many carersdon't see themselves as carers and it takes carersan average of two years to acknowledge their roleas a carer. It can be difficult for carers to see theircaring role as separate from the relationship theyhave with the person they care for, whether theyare a parent, son, daughter, sibling or friend. Theysimply may think of themselves as a friend orfamily of the person they care for. It is because ofthis that they often don’t realise there is helpavailable to them as well. Such as how they canget assessments, direct payments, home care,housing adaptations or funding for short breaks andrespite.

Some carers experience health problems. Forexample, back pain can result from lifting ormoving the person being cared for. It may also bedifficult to maintain a healthy diet and exerciseroutine while caring.

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

• Ask for help: We all need help from time to time and carers are no exception. Help is out there, you only need to ask!

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

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

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

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

Carers Direct helplineCall the Carers Direct helplineon 0300 123 1053 if you need

help with your caring role and want to talk tosomeone about what options are available to you.

If you are busy at certain times of day, you cansend us a message to ask us to call you back forfree at a time that is convenient to you. Thehelpline is open from 9am to 8pm Monday toFriday, and from 11am to 4pm, at weekends. Thehelpline is closed on bank holidays. Calls are freefrom landlines and mobiles within the UK.

InformationThe helpline advisers can give you information tohelp you make decisions about your personalsupport needs and the needs of the person you'relooking after.

This information includes assessments, benefits,direct payments, individual budgets, time off andmaintaining, leaving or going back to work oreducation.

The helpline staff will tell you how to complain ifanything goes wrong with any of the services youuse or put you in touch with your local authority orNHS services.

Local and specialist helpSupport for carers in YorkYork Carers Centre is a good starting point forcarers seeking help. They give free help to carersliving or caring for people in York.

York Carers Centre, 17 Priory Street, Nursery Block, York, YO1 6ET Tel: 01904 715490 Email: enquiries@yorkcarerscentre.co.ukwww.yorkcarerscentre.co.uk

We are open Monday to Thursday 9 to 5pm, with an answerphone available on Friday.

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29

CHooSIng­CARe­In­YouR­oWn­HoMe

Home care isn’t for everyone but frequent visitsfrom carers and a few home modifications canhelp you retain your home comforts andindependence.

Receiving care in your home is an increasinglycommon alternative to staying in hospital ormoving into a care home.

Depending on your needs, you can receive helpand support that allows you to stay in your ownhome as long as possible. Not only do you avoidany upheaval and stay in familiar surroundings, it can also be a more economical alternative toresidential care.

What home care services are available?• Regular visits from home care workers to help with daily tasks and personal care

• Meals delivered to your home• Equipment and home modifications to help with mobility and accessibility, such as getting in andout of the bath, and getting up and down stairs

• Personal fall and panic alarms that are monitored around the clock

• Support for health needs, such as incontinence• Day care and transport to take you there• Gardening and handyman services

Direct Payments

If you are assessed as needing community careservices and qualify for social services fundingthey must offer you direct payments as an option.

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

Direct payments are part of a move towards‘personalised’ social care so that people havemore choice and control over the support theyget, letting you choose and buy the services youneed yourself, rather than having it arranged foryou by social services.

It's important to know that if you receive a directpayment to pay a care worker or personalassistant, you become an employer and have legalresponsibilities.

Direct Payments can be made to:• Disabled people aged 16 or over (with short or long-term needs)

• Disabled parents for children’s services• Carers aged 16 or over (including people with parental responsibility for a disabled child)

• Elderly people who need community care services

Choosing Direct Payments

The choice of direct payments is voluntary. If youdecide to have direct payments, you can changeyour mind about this at any time. If you no longerwant direct payments, contact your local socialservices and ask them to arrange services instead.

It's possible to try direct payments by asking socialservices for a direct payment for some of yoursupport while you continue to get your othersupport directly from social services.Directpayments can only be spent on things that willmeet the assessed needs of the person gettingthem. If you spend a direct payment on somethingthat doesn't meet your needs, social services canrecover the money from you. Everyone who getssupport from social services should have their needsreassessed at least once a year.

Contact City of York Council for anassessment, to be re-assessed. Customer Access and Assessment Team West Offices, Station Rise, York, YO1 6GAEmail: adult.socialsupport@york.gov.ukTel: 01904 555111 • www.york.gov.uk

30

Postcode Care Provider Address Telephone

Data correct with CQC - December 2014

CARe­In­YouR­oWn­HoMe­PRoVIDeRS­FoR­YoRK

31

CHooSIng­ReSIDentIAL­CARe­­In­YoRK

There are many types of residential care homesavailable. These include permanent care homes forolder people, homes for younger adults withdisabilities and homes for children. They may beprivately owned or run by the voluntary sector orlocal authorities. You may want to consider indetail the many options for residential care beforeyou make a decision.

Choice of accommodationThe law says that where the local authority isfunding accommodation it must allow the personentering residential care to choose which carehome they would prefer. Social services must firstagree that the home is suitable for the person’sneeds and that it would not cost more than theywould normally pay for a home that would meetthose needs. If the person chooses to go into amore expensive home, a relative or friend may be able to ‘top up’ the difference in cost.

Choosing a care homeCare homes may be arranged through the localauthority but many people will want to arrangethem independently. It is a good idea to visitseveral homes before making a choice. Make sure you spend enough time in each home to get a good idea of what it is like.

Respite and short term staysResidential care home stays don't necessarily haveto be permanent. Temporary stays can be arrangedfor respite care (in which you take a break fromcaring for somebody else), or as a trial periodbefore a permanent stay.

Temporary stays can give you flexibility whencovering unexpected events, such as:

• Palliative care (which manages or reduces pain) after a hospital stay or illness

• Support for newly disabled people and their carers

• Enabling someone to continue living independently if they live alone and suddenly require care

• Giving someone a chance to try potential future homes

What your choices areA list of all nursing and residential care homeswithin your locality can be found on the followingpages. Every care home in England must beregistered with the national regulatory body Care Quality Commission (CQC).

They inspect each care home on a regular basisand write an inspection report for you to read. It isadvisable to read this report before making a finaldecision.

To check up-to-date information onthe Nursing and Residential carehomes within your locality visitwww.cqc.org.uk or scan the QR CODE WITH YOUR SMARTPHONE

32

CARe­HoMeS­AnD­CARe­HoMeS­WItH­nuRSIng

Postcode Care Home Address Telephone

Postcode Care Home with Nursing Address Telephone

Data correct with NHS Choices - December 2014

33

HeLP­&­ADVICe­FRoM­HeALtHWAtCH­YoRK­PARtneRS

IDAS (Independent Domestic Abuse Service)

Provides comprehensive information advice and support support services to all those experiencing oraffected by domestic abuse.

Tel: 03000 110 110 • 24hr national helpline: 0808 2000 247 • Web: www.idas.org.uk

Independent Living Scheme (ILS)

Provides support, advice and information for disabled people in York who want to live independently andhave more choice and control over how their individual needs are met.

Tel: 01904 479851 • E-mail: enquiries@ilsyork.org.uk • Web: www.ilsyork.org.uk

Alzheimers Society - York & Selby Branch

Provide support, information and activities for everyone affected by dementia

Tel: 01904 567701 • E-mail: yorkservices@alzheimers.org.uk • Web: www.alzheimers.org.uk

CANDI

Children and Inclusion – a forum for parents and carers of disabled children and young people

Tel: 01751 417291 or 07751 828369 • E-mail: admin@yorcandi.org.uk • Web: www.yorcandi.org.uk

Age UK York

Age UK York is here to inspire, enable and support older people and to help people make the most of later life.

Tel: 01904 627995 • E-mail: ageukyork@ageukyork.org.uk • Web: www.ageuk.org.uk/york

Get Cycling CiC

Support cycling for health in as many ways as possible: for leisure, transport, health, happiness and theenvironment.

Tel: 01904 636812 • E-mail: office@getcycling.org.uk • Web: www.getcycling.org.uk

MS Society - York & District Branch

Provides support and advice for people with Multiple Sclerosis (MS), their families and carers

Tel: 01904 758577 • E-mail: yorkms@hotmail.co.uk • Web: www.mssociety.org.uk

Myasthenia Gravis Association

Supports people with myasthenia and their families, increases public and medical awareness of thecondition and raises funds for research and support staff.

Tel: 01904 679939 • E-mail: ron.middlemass@o2.co.uk • Web: www.myaware.org

34

HeLP­&­ADVICe­FRoM­HeALtHWAtCH­YoRK­PARtneRS

York Carers Centre

York Carers Centre is an independent body that helps unpaid carers in York find the support they need.Carers are offered a range of free help and support.

Tel: 01904 715490 • E-mail: enquiries@yorkcarerscentre.co.uk • Web: www.yorkcarerscentre.co.uk

National Osteoporosis Society: York Support Group

Provides caring support and information to people affected by osteoporosis; improves public awarenessand understanding of osteoporosis; influences health and social care provision in the prevention,diagnosis and treatment of osteoporosis.

Tel: 01904 413623 • Helpline: 0845 450 0230 • Web: www.nos.org.uk

OCAY

Provides a free and independent advocacy service for people over the age of 50. OCAY helps to makesure that the older people of York Have their voices heard.

Tel: 01904 676200 • E-mail: info@ocay.co.uk • Web: www.oldercitizensadvocacyyork.co.uk

Royal Voluntary Service - Leeds & York Hub

Royal Voluntary Service can help older people maintain their independence and stay involved in the local community.

Tel: 0845 600 5885 • E-mail: leedsyorkhub@royalvoluntaryservice.org.ukWeb: www.royalvoluntaryservice.org.uk

St Nick’s

St Nick’s promotes sustainable living and endorses the benefits of outdoor activity to physical health andmental well-being.

Tel: 01904 411821 • E-mail: info@stnicks.org.uk • Web: stnicks.org.uk

Stroke Association York

Provides high quality, up-to-date stroke information for stroke patients, their families and carers.

Tel: 01904 414 765 • E-mail: katy.barton@stroke.org.uk• Web: www.stroke.org.uk

Wilberforce Trust

Provide support for people with sight loss and other disabilities. They provide supported accommodation,support for people in their own homes and a specialised community centre.

Tel: 01904 760037 • E-mail: enquiry@wilberforcetrust.org.uk • Web: www.wilberforcetrust.org.uk

York Lesbian Gay Bisexual and Transgender (LGBT) Forum

The York LGBT Forum strives to ensure a safer and a more inclusive City for the local LGBT community. It is managed by volunteers and operated on donations and contributions.

E-mail: yorklgbtforum@gmail.com • Web: yorklgbtforum.org.uk

York People First

An independent self advocacy group run by people with learning disabilities, for people with learningdisabilities.

Tel: 01904 479315 • E-mail: yorkpeoplefirst@talktalkbusiness.net • Web: www.yorkpeoplefirst.co.uk

York Rheumatoid Arthritis Support Group

Provide support information and resources for people with rheumatoid arthritis, their families friends andcarers, in York and the surrounding areas. They hold monthly meetings, often with expert speakers, andoccasional special events, group activities, social events and regular newsletters.

Tel: 01904 642227 • E-mail: susan.blore@btinternet.com • Web: www.yorkra.org

York FIS (Family Information Service)

York Family Information Service provides free and impartial information to mums, dads and cares of 0-19year olds (up to 25 for disabled children). Information is provided on childcare or any service that couldsupport a parent or carer in their role.

Tel: 01904 554444 • E-mail: fis@york.gov.uk • Web: yor-ok.org.uk Text: ‘Call back’ to 07624 802244

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York & District Pain Management Support Group

Provide information and support to those suffering constant chronic pain and also persistently lobby thehealth services in our aim to help those with constant chronic pain.

Tel: 07540 397985 or 07743469444 • E-mail: ypmsg@hotmail.co.uk • Web: www.ypmsg.org.uk

York Independent Living Network (YILN)

York Independent Living Network is a disabled-led organisation, enabling and empowering disabledpeople to have their voices heard, influence services and get the most out of life. They do this throughpublic meetings, campaigning and providing peer services.

Tel: 07752 365297 • E-mail: admin@yiln.org.uk • Web: www.yiln.org.uk

York Older Peoples Assembly (YOPA)

YOPA’s aim is to raise awareness of policy issues affecting older peoples’ lives. They sit on policy-makingcommittees, and speak out in the press and media on local and national issues of concern to older people.

Tel: 01904 761240 • E-mail: yorkassembly@btconnect.com • Web: www.yorkassembly.org.uk

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York Wheels

A registered Charity aimed at people over the age of 60 or people who have mobility problems and cannotafford other modes of transport. Customers can use the bookable service to travel anywhere, for exampleto the hospital, doctor, dentist or to go shopping or visit friends.

Tel: 01904 630080 • E-mail: ruth.potter@york.nhs.uk

YUMI - York Unifying Multicultural Initiative

YUMI work with people who’ve come to live in York from all over the world. We provide training, supportand mentoring on a range of projects so that people can get involved in activities, share their traditions,make the most of and increase their skills, and take on roles and responsibilities in the community.

Tel: 01904 624742 • E-mail: contact@yumiyork.org • Web: www.yumiyork.org

Local ContactsYork Citizens Advice Bureau (CAB)

Provides free, independent, confidential and impartial advice to everyone who lives or works in York ontheir rights and responsibilities on a wide variety of issues; including welfare benefits, money advice,employment, housing and homelessness, immigration, consumer, relationship breakdown and other legalmatters.

When you come to the bureau, or ring AdviceLine, you will be given a short (10 to 15 minute) assessmentso we can identify the most appropriate way for us to help you.

Tel: 08444 111 444 Monday - Friday 9.30am - 4.00pm

Drop in:York CAB, West Offices, Station Rise, York YO1 6GAMonday, Tuesday, Thursday 9.30am - 12.00pm

The Gateway Centre, Front Street, Acomb YO24 3BNMondays 9.30am - 12.30pm

Tang Hall Community Centre, Fifth Avenue, York YO31 OUGFridays 10.30am - 1.00pm

City of York Council

City of York Council’s offices provide information and help on all council services, including housing andbenefits advice.

West Offices, Station Rise, York, YO1 6GATel: 01904 551550Email: ycc@york.gov.ukMonday to Friday 8.30am to 5pm