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Outcome Priority Action Progress 1.

Outcome 1: Helping people to speak up and to be active citizens

1.1 That older people of Buckinghamshire are represented on the Older People Partnership Board and their ‘voice’ is heard and responded to. Leads: Debi Game (SUCO)

· SUCO to recruit, train and support user & carer reps

· Hold an election for co-chairs once there are 7 SUCO supported service user and carer representatives.

· To have a user/carer viewpoint as a standing agenda item

· Implement actions from OP conference held in March 2014, including progress updates

1.2 That older people are able to have access to Advice, Information & Guidance (AIG) services, as required by the Care Bill, with priority to single point of access and ease of access to information

· OPPB to identify how Older People can better access information on services and support.

· OPPB to identify where gaps currently exist in the provision of information for older people.

Presentation & discussion held on 07 Jan 15 Further IAG updates to be provided by BCC

Older People Partnership Board

Priorities Template 2015/16

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Leads: Bharti Quinn

· OPPB to feed in outcomes from above, to work being undertaken by AIG development project group.

· BCC rep for the AIG development project to discuss how OPPB can be involved

Update on IAG implementation given at July 15 board meeting

1.3 That the priorities for older people are addressed within local transport strategies Leads: Healthwatch

· Healthwatch to brief OPPB on transport experience survey and to have discussion on involvement of OPPB with feedback and recommendations.

Update given at July 15 Board meeting

1.4 That local digital inclusion strategies (i.e people are able to use IT and have online access) is responsive to the needs of older people Leads: Adam Willison – AFW Champion

· BCC rep to discuss digital inclusion strategy with the OPPB.

· OPPB to help identify mechanisms that would ensure that local digital inclusion strategies fully meet the needs of older people.

· That older people are not excluded by digital only access to information and services

Invite A Willison to future meeting

1.5 That Prevention Matters are addressing the support needs of older people who are at risk of social care/health services Leads: Hannah Edge/Giulia Johnson/Stephen Archibald

· OPPB leads to ensure OP issues/priorities are addressed within Prevention Matters Forums/board meetings

· OPPB to look at how addressing social isolation can become a fully integrated part of the Prevention Matters programme and identify specific initiatives to support Older People

Update given at March board meeting

2. Supporting Carers

2.1 That the new Carer Services addresses the needs of: - older people as carers

· Carer Bucks to outline its services and invite feedback and comment from OPPB.

· As it develops Carers Bucks to update

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- carers of older people Leads: Stephen Archibald

OPPB on its work relating to supporting Older Carers.

2.2 That the expansion of direct payments, brokerage services to Carers addresses the needs of older people Leads: Natalie Fleming

· Carers commissioning/brokerage leads to advise OPPB.

3. Day and employment opportunities

3.1 That the priorities for older people are addressed within the implementation of the modernisation of day services programme Leads: Martin Johnson

• Buckinghamshire Care to discuss user and carer engagement mechanism on experience and direction of day opportunities with the OPPB

4. Housing and Support

4.1 That older people are able to make use of assistive technology (AT) to support their independence within their home Leads: Adam Willison

· AT lead to explain AT strategy for Bucks and what this means for older people.

· New provider of ICES contract to brief OPPB. OPPB to seek opportunities to engage in and influence service delivery.

NRS presentation & discussion held on 10 Sept 14

4.2 That there is support available to advise older self-funders on future living options that would help to prevent or delay admission to residential and nursing care Leads: Bharti Quinn

· Provide update on the information and advice service for self-funders with focus on older self-funders.

· To advise OPPB on development of service model to support self-funders.

· OPPB to advise CC lead on challenges faced by Self funders in Buckinghamshire.

Presentation & discussion held on 07 Jan 15 Further IAG updates to be provided by BCC

4.3 That the re-tender for home care services, whose contracts end in 2015, addresses the priorities for older people in Bucks Leads:

· OPPB to be engaged in the feedback of current services and to advise on future service model for tender

Update given on 27 May 15

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4.4 That the retender for Community meals, whose contract ends in 2015, addresses the priorities for older people in Bucks Leads: Adam Willison

· OPPB to be engaged in the feedback of current services and to advise on future service model for tender

Completed

5. Improving Health and Well-Being

5.1 That we have a joint strategy and service response between health and social care that will help to prevent or reduce the risk of falling for older people. Leads: Emma Parry

· OPPB to be engaged in the implementation of the business case to improve falls prevention services in Bucks

Presentation & discussion held on 07 Nov 14

5.2 That there are service measures in place for timely diagnosis and intervention around depression and dementia Leads: Maxine Foster

· OPPB to be briefed by Maxine Foster on Dementia Care Services in Buckinghamshire.

· Consult with OPPB on the status of the dementia action plan and development of dementia care services in Bucks

Presentation & discussion held on 07 Nov 14

5.3 That the delivery of acute and community stroke services is responsive to the needs of older people in Bucks Leads: Christopher Reid

· Engage the OPPB on future plans for the acute and community stroke services

6. Personalisation 6.1 That there is a programme of initiatives targeted at older people to help improve their well-being, e.g. promotion of healthy diets and healthy lifestyles Leads: Tom Burton, Public Health, Chris Gregory LEAP

· Engage the OPPB on the Healthy Eating Strategy

· Advise the OPPB on progress around NHS healthchecks for older people

· LEAP to give progress update on delivery of OP priorities within Bucks Physical Activity Strategy

Update given on 04 March 15 Presentation & discussion held 09 July 14

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6.2 That Health and Social Care are taking measures to promote zero tolerance of all forms of abuse, particularly through Dignity in Care and Protecting Safeguarding Leads: Christopher Reid

· Engage with OPPB as a standing agenda item for dignity in care

· Ongoing updates

Buckinghamshire Libraries

Digital inclusion

Buckinghamshire County Council

Buckinghamshire County Council

Why is digital inclusion important?

• Access to national and local government services

• Keeping in touch • Better health • Saving money • Education • Job seeking

Buckinghamshire County Council

What are libraries doing?

The Society of Chief Librarians has established 4 National Offers: • Reading Offer • Health Offer • Digital Offer • Information Offer

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Buckinghamshire County Council

The Universal Digital Offer recognises that the development of digital services, skills and access underpins a 21st century library service and sets out the following:

• Free access to internet for every customer • Clear and accessible online information about library services • Staff trained to help customers digital information • Ability for customers to join online • Ability to be contacted online/via email for customer enquiries • 24/7 access to services through a virtual library presence • Ability to reserve and renew items remotely

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Buckinghamshire County Council

The Universal Information Offer focuses on supporting people to access information and services online:

• Helping people to use vital government online information and services. • Supporting people to access information and services online in life-critical

areas - careers and job seeking, health, rights and citizenship, business personal finance and benefits.

• Bringing together government and nongovernmental sources of information, which have been researched by information professionals in public libraries, giving a level of quality assurance to the user.

• Ensuring that public library staff and volunteers are continually developing their skills to provide help to people accessing information and services.

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Buckinghamshire County Council

Buckinghamshire Libraries Face of the Council,

Heart of the Community

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Buckinghamshire County Council

Buildings

• 30 locations across the County, including community libraries • Accessible • Opening hours • Easy to contact • Free • Traditionally seen as neutral, safe spaces • Available spaces for partnership working • Dementia friendly libraries at Buckingham and Great Missenden

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Buckinghamshire County Council

Staff

• Customer focussed • Experienced – library staff have a track record of providing access to

information • Relevant training • Customer charter for digital support – committed to assisting people gain

basic digital skills and promoting access to online information and services.

• Have the knowledge to signpost and refer customers to relevant council units and other agencies for advice and support in completing forms.

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Buckinghamshire County Council

Facilites

• Publicly accessible pcs in all locations – free for 1 hour for library members. Provide internet access, Word, Excel etc

• Printing and scanning facilities • Free wifi at Amersham, Aylesbury, Aylesbury Study Centre, Beaconsfield,

Bourne End, Buckingham, Burnham, Chalfont St Giles, Chalfont St Peter, Chesham, Gerrards Cross, Great Missenden, Hazlemere, High Wycombe, Marlow, Princes Risborough, Micklefield, Wendover

• All of our public computers have the standard Microsoft Windows 7 accessibility features. We also have Windows Eyes for Office, which reads the text on the screen.

• Every library has a large letters keyboard available. • Vision impaired people (VIPs) are able to use our computers free of

charge. • Staff have disability awareness training and are happy to help adjust

computer settings to suit individual customers. 9

Buckinghamshire County Council

Overcoming barriers – why people do not go online

• Cannot see the need – library staff are skilled at identifying the hooks to encourage customers to go online.

• Cost – libraries offer free internet access, free wifi and provide free access to eBooks, eAudio and eMagazines as well as digital reference resources.

• Lack of skills – Libraries offer free introductory sessions (Learn My Way). Will assist customers to access information online and encourage then to learn more.

• Lack of access/availability – pcs are free to use for library members and those accessing information websites.

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Buckinghamshire County Council

Learn My Way

• Libraries provide free volunteer facilitated sessions using Learn My Way, the free modular online IT training package.

• Modules include Ø Mouse basics Ø Setting up an email account Ø Public services online Ø Staying safe online Ø Shopping online Ø Using Facebook For further information see: • http://www.buckscc.gov.uk/leisure-and-culture/libraries/start-something-

digital/

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Buckinghamshire County Council

Other library activities

• Participation in national campaigns – e.g. Get Online Week, Older Peoples Day

• Regular digital devices sessions – show customers how to access or digital resources on laptop/smartphone/tablet/eReader

• Business drop in events – to help those setting up in business, looking for a change in career

• Family/local history sessions • Promotion of online consultations

• For event listings, see: http://www.buckscc.gov.uk/events/

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Buckinghamshire County Council

Get Online with Libraries – ‘The Learner’s Tale’ Please take time to look at our short video on You Tube:

https://www.youtube.com/watch?v=uyIBB4gLs_4&feature=youtu.be&list=PLz-wyyfTP1DU-qpsFOUhQFiaVjEzekhBw

For more information please see our webpages at: http://www.buckscc.gov.uk/leisure-and-culture/libraries/start-something-digital/

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Buckinghamshire County Council

Gina Nicholls, Information Services Manager

Aylesbury Study Centre

01296 383252 gnicholls@buckscc.gov.uk

lib-ref@buckcc.gov.uk

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Older People affected by crime and how this is being tackled.

PC Matt Spenceley (TVP) Tim Day (Trading Standards)

Why older people are being targeted – • Vulnerability – As we get older our cognitive functions decline, meaning older

people who do not suffer from dementia or mental health problems can still make poor decisions. Older people are less likely to be up to date with legislation and technology. Cold callers/scammers will take advantage of this and avoid explaining their rights IE. 14 day cooling off period after agreeing a contract. Less aware of reasonable cost.

• Availability – Older people are generally retired, less mobile and more likely to be at home when scammers knock at the door.

• Isolation/Loneliness – Scammers will look through obituaries for local widow/widowers and take advantage when they are at their most vulnerable. They are charming and will be-friend to victim; having cups of tea with them and being someone to talk to.

• Health – As we get older and less mobile the maintenance of property becomes harder and sometimes the offer of initial work is a good price but this is just used to ‘get a foot in the door’ future work will be at a highly inflated price. The necessity of the work or the work itself cannot be checked.

• Prosperity – Often seen as a supply of wealth due to property, savings etc... Some will even scam the victim into signing ownership of the house over as payment.

Types of Crime Mostly Fraud/deception based crimes • Distraction Burglary - Any crime where a falsehood, trick or distraction is used on an

occupant of a dwelling to gain, or try to gain, access to the premises to commit burglary. It includes cases where the offender first enters the premises and subsequently uses distraction burglary methods in order to remain on the premises and/or gain access to other parts of the premises in order to commit burglary.

• Doorstep Crime – Any incidents where an individual or individuals targets a consumer, intending to deliberately overcharge for unsatisfactory goods and/or services. This includes charging for unnecessary work, damaging property deliberately in order to obtain money, charging for work not carried out, leaving work unfinished and intimidating behavior in order to extort money.

• Courier fraud – Telephone the victim claiming to be from their bank/building society. They will be told that their card has been used Fraudulently and that it needs collecting immediately. They will then be told to hang up and call their bank; the offender will then not hang up but leave the phone line open so that when the victim tries to call the bank they offender pretends to be the bank and obtains the relevant personal details of the victim IE Name, DOB, Account number, PIN number. A courier is then sent to the address to collect the bank card which is then delivered to the offender – Money is then withdraw money from the victims account.

Types of Crime cont.

• Postal Scams – Can be done in several different ways – Religious scams, betting scams, lottery/prize draw scams, catalogues/brochures scams, PPI.

• Charities – The majority of charity bags that come through doors are fraudulent or counterfeit. Some charities will even sign up the victim several times for a direct debits and will then make continues contact to increase their donations.

• Internet Fraud – Fraudulent contact stating that the computer is corrupted and they need to pay money to remove the virus; by use of pop ups warning of viruses. Click on links in emails so that the offender can access the computer and lock it until they pay money.

• Mate crime / financial abuse by carers – Offenders acting as friends/carers in order to financially exploit the victim.

1. 40% of victims report change in quality of life.

2. In 2 years following distraction burglary, victims are 2 ½ times more likely to die or be in residential care.

3. In 3 months following burglary 10% of victims have unexplained admissions to hospital.

Source: 1.Home Office Research Study 269 2.Home Office Findings 198- Experiences of Older Burglary Victims 3.Nurse for Victims of Distraction Burglary: An Evaluation of the London Borough of Islington, Project Islington, Crime and Disorder Partnership

Common Impact

Legislative Framework

• Theft Act – distraction burglary (TVP) • Criminal damage – (TVP) • Fraud Act – articles used in fraud, false representation, abuse of position,

participation in fraudulent business • Cancellation of Contracts Regulations – no ‘cooling off’ period • Consumer Protection from Unfair Trading Regulations – misleading

statements/omissions. Aggressive commercial practices. Contravening professional diligence.

• Proceeds of Crime – fraud, identification of further victims

How crimes against Older People are being tackled – • Cameras • TV Alerts • Crime prevention advice • Cocooning • Working with banks/building societies • Awareness raising • Training • Mail diversion/mail preference service – removal of junk mail delivered

from the postman. • Call blocker technology • Community engagements IE Beaconsfield • Prosecutions/Proceeds of Crime

Tomney video & case study

Tomney video & case study

Cowboy builders jailed after charging tens of thousands of pounds for a £281 job

Two men have been jailed for their part in a rogue trader scam involving more than a quarter of a million pounds. The case followed a two-year investigation by Buckinghamshire and Surrey Trading Standards into roofing work done on two residents’ homes by a series of workmen, who kept on finding more ‘repairs’ needing attention, and kept asking for more money. Mr F. had paid out just over £73,000 and Mr H had paid out just over £186,000, and after the residents had paid successive bills, the money was laundered. However, independent surveyors found the work to be worth no more than £281 in some cases. Colin Packham, of Morden, south west London, was jailed for 14 months on six money laundering charges involving the acquisition and disposal of £25,250 from both residents. Billy Hilden, of Croydon, south London, was jailed for three and a half years for his part in the fraud and laundering £24,600. Source: Bucks Herald

Tomney video & case study

Tomney case study £800 for a bottle of milk... The assailants claimed to spent the money paid upon expensive cleaning chemicals, when in reality, the traders only used milk, pocketing the ill-gotten gains for themselves. Multiple previous victims, and the assailants were believed to have belonged to a professional OCG/family with a string of previous convictions In 2012, an 88 year old woman with memory issues (although not diagnosed with dementia) transferred ownership of a £60,000 house to Tomney’s for £17,000. The transfer was agreed within 30 minutes of meeting. Victims subsequently diagnosed with dementia subsequent to the loss of the property.

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Contact Us

• Bucks and Surrey Trading Standards 0300 1232329

• Police Non-Emergency – 101 But in an emergency, call 999