stoke on trent signposting directory 2014

Health & Social CareSignposting Directory2014

Stoke-on-Trent

Issue 1April 2014

Stoke-on-Trent

A note on advertising: Healthcare Publications offer businesses the chance to reach potential customers via this publication. It is our intention to clearly indicate that an advertisement is being displayed and no endorsement or approval by the promoters of any product, service or supplier should be implied.

ContentsCONTENTS

Disclaimer

This Directory has been compiled to signpost primary health and social care providers throughout Stoke on Trent.

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 Stoke on Trentnor HealthCare Publications can be held responsible for any errors or omissions.

All signposting services are up to date as of April 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 Stoke-On-TrentClinical Commissioning Group

Complaints, Concerns and ComplimentsHealthy LivingChoosing a GPGP SurgeriesPharmacies

DentistsOpticians and Hearing Centres

Advice on Funding for HealthcarePersonal Health Budgets

Advice on Funding for Social CareIndependent LivingAre You a Carer?

Care in your Own HomeChoosing Between Residential, Nursing and Independent Living

Choosing the Right Care HomeResidential and Nursing Care

Appointment ReminderNotes

Another quality publication by Healthcare PublicationsIf you require extra copies of this directory or interested in advertising infuture editions please contact Healthcare Publications on 0333 444 0214

HEALTHWATCH STOKE-ON-TRENT

What is Healthwatch Stoke-on-Trent?Healthwatch is the independent consumerchampion for health and social care in Stoke-on-Trent. We cover services provided byHospitals, Care Homes, GP Surgeries, CommunityCare, Dentists, Opticians, Pharmacies, supportingpatients and service users of any age.

Healthwatch Stoke-on-Trent can help you and yourfamily get the best out of local health and socialcare services. We were set up by Government tomake sure you can have a voice in influencing andchallenging how health and social care is deliveredwhere you live.

What do we do?• Gather views from people within Stoke-on-Trentabout their experiences in health and social care.

• Share with decision makers what local people feel should be the priorities for their health andsocial care services.

• Provide information and signposting about local services and how to complain about, or compliment a service.

• Identify through local meetings and community events what “hot topics” patients are raising and use this to inform the work of Healthwatch.

• Capture anecdotal and formal stories or experiences and use them to identify trends in healthcare locally.

• Work closely with providers to ensure that the patient voice and patient experience is at the centre of everything they do.

• Signposting you to independent complaints advocacy if you need support to complain abouta service you’ve received.

• Conduct Enter & View Visits to health and socialcare premises across the city to look at services you have raised concerns about.

Healthwatch Stoke-on-Trent has a seat on thestatutory Health and Wellbeing Board whichoversees the delivery of the city’s Health andWellbeing Strategy. We try to ensure that patientand public involvement happens in the shaping ofanything which is included in the strategy and toensure that you have a chance to put forward yourview as well.

We carry out out our functions in an inclusive way,championing diversity so that we enable user andcarer involvement on behalf of the wholecommunity.

If you would like to know more aboutHealthwatch Stoke-on-Trent and how we could help you, please email:[email protected] call 01782 683080

You can also find our website atwww.healthwatchstoke.co.uk

Have your sayEnsuring that you, as a member of the public canhave your say is a fundamental role of HealthwatchStoke-on-Trent. Every service, for children, youngpeople and adults should be based on yourexperience and needs, and should be accountableto you. We will help to ensure that what you thinkis heard and considered in the shaping of services.

However, to do that we do need to know what youthink! Come and talk to us, phone us, email us, tell us your experiences, and whether you wish to do this anonymously or provide your contactdetails we will listen to what you have to say.We will let it inform our thinking and the messageswe give to health and social care commissioners.

You can join in by telephoning on: 01782 683080Email us on: [email protected] us on Twitter: @HealthwatchSoT Visit our website: www.healthwatchstoke.co.uk

HEALTHWATCH STOKE-ON-TRENT

Stoke-on-Trent

How else can you get involved?Healthwatch Stoke-on-Trent works through thededication of its staff and volunteers. If you wouldlike to get involved as a volunteer we wouldwelcome a conversation with you. There are allsorts of different roles and activities, and the timecommitment you can make is really to suit you.

What are the different roles?Sign up for our Newsletter: If you just want toreceive information about Local Healthwatch andwhat it is doing just contact us to be added to themailing list for our monthly newsletter.

Healthwatch Messenger: This role is ideal forthose of you who are involved in your localcommunity either through work, social or hobbygroups and feel it would be useful to share withyour community what Healthwatch can do forthem. It also works well if you already have acommunity role as part of your job, perhaps as aYouth Worker, Community Health Worker or anyrole where you regularly meet members of thepublic and chat to them and would be interested insharing information about Healthwatch with themor bringing views from them about health or socialcare services. Interested? Give us a call to findout more on 01782 683080

Healthwatch Representative: This role is ideal foranyone who wants to get a little more involved,perhaps representing Healthwatch at localmeetings, conducting face to face or telephonesurveys, sitting on committees or at events andpromoting the work that we do.

Healthwatch Enter & View Team: If you careabout services and the way they are delivered, youmay wish to be trained as an Enter and Viewrepresentative to visit hospital wards, Nursing orResidential Homes, GP’s, Dentists, Opticians orPharmacies. Training is thorough and supportiveand reports you write on your findings makerecommendations which support the improvementof the service.

Healthwatch Sub-Group Members: All the workwe do at Healthwatch Stoke is shaped andinformed by patients and service users, and toensure that this continues we have sub-groups foreach health theme i.e. Social Care, SecondaryCare, Primary Care, Public Health, Mental Healthincluding Learning Disability, Children and YoungPeople. If you might be interested in driving andshaping the work of Healthwatch in any of theseareas contact us to find out more about gettinginvolved.

Healthwatch Management Board: If you have aninterest in shaping the strategic direction ofHealthwatch Stoke-on-Trent you might beinterested in applying to join our board if we haveany vacancies. You can find more information about this on ourwebsite www.healthwatchstoke.co.uk

All our volunteers are offered the opportunity togo through an induction process to ensure thatthey are doing what works best for them and feelsupported in that role. Expenses are paid for allactivities agreed with the Healthwatch team. Anyone can become involved with Healthwatch andcontribute to its activities because everyone’sviews matter. You can do as much or as little asyou like – just contact us to see what sort ofinvolvement fits with your lifestyle, we wouldwelcome a chance to chat with you.

You can join in by telephoning on: 01782 683080Email us on: [email protected] us on Twitter: @HealthwatchSoT Visit our website: www.healthwatchstoke.co.uk

STOKE-ON-TRENT CLINICAL COMMISSIONING GROUP

Stoke-on-Trent Clinical CommissioningGroup is responsible for commissioningmost of the healthcare for the people of Stoke-on-Trent. Our members are the family doctors who work in the GP practices throughout the city.We commission these services by working withother local organisations within the NHS, partnerssuch as the council and voluntary groups, someprivate organisations and with local people -patients, carers and the public.

Have you ever considered how to providehealthcare for a city with 279,000 people? How would you prioritise investment and ensureservices were the best they can be? That is therole of Stoke-on-Trent Clinical CommissioningGroup.

We are ensuring health and care serviceseffectively meet the needs of the city’spopulation. It’s a complex process. Responsibilitiesrange from knowing, in great detail, the city’sunique needs and deciding what the most urgentpriorities are. We need to buy a vast range ofproducts and services, ranging from medicines tomajor surgery. And we need to manage howservices are provided by a large range oforganisations, both within the NHS and outside.

We aim to ensure all levels of healthcare in Stoke-on-Trent are of the high quality peopledeserve. And we need to be certain that everyonehas equal access to health, recognising thateveryone is unique. We also need to be absolutelycertain we are getting the best value for money.

Most of all we need to make sure that we maintainconstant communication with the people of thecity. We need help from as many people as possibleto make sure people in the city get the bestpossible NHS services.Contact: 01782 298002www.stokeccg.nhs.uk

Get involvedThere are lots of opportunities for anyoneregistered with a GP in Stoke-on-Trent to getinvolved and have their say on local healthservices.

They Include:

Become a memberStoke-on-Trent Clinical Commissioning GroupPatient Membership Scheme

Everyone registered with a GP in Stoke-on-Trent isentitled to join the patient membership scheme,known as “Our NHS”. The current membersregularly receive information about local healthdevelopments. They also have a chance to takepart in consultations and activities that can make a real difference to how health services aredelivered in Stoke-on-Trent. And they will getfeedback on the results of these consultations soyou know if other people share your views and ifyour views are contributing to change.

There is no set time commitment and no cost. You can opt to only receive the information thatinterests you.

How do I become a member?Become a member by; completing our onlinemembership registration form or complete amembership form that can be obtained from yourlocal GP Practice.

Contact: Nikki CritchlowCommunity Relations Manager Email: [email protected]: 0845 602 6772 ext 1530 for additional scheme details.www.stokeccg.nhs.uk/become-a-member

STOKE-ON-TRENT CLINICAL COMMISSIONING GROUP

Patient CongressThe Stoke-on-Trent Patient Congress is the level ofpatient participation requiring greatestcommitment. The Congress is chaired by the CCGboard member for Patient and Public Participation,Margy Woodhead, and has around 20 members.

They meet on a regular basis and are drawn from a cross-section of the city’s population. Congressmembers will normally be expected to have someprevious involvement with a local voluntaryorganisation, condition support groups, or be ableto show an active interest in local health issues.Information about some of the current members isgiven below.

The role of the Congress is to ensure the patientvoice is at the centre of the CCGs Strategicdecision- making by interacting at all levels withinthe Organisation through their regular bi-monthlymeetings with CCG Staff and Clinicians – but alsoby sitting on many other committees within theCCG such as Planning and Prioritisation andQuality.

Members need to show they can communicateeffectively and have the necessary skills torepresent the patient voice at a strategic level,and are therefore required to go through aninterview process before being appointed.

Congress members are appointed for a 24 monthperiod, are required to give a regular timecommitment, and are paid an honorarium for theircommitment, attending and contributing tomeetings and expenses.

There may occasionally be vacancies for membersof the congress which are advertised on the CCGwebsite.

To contact the Patient congress please email:[email protected]

Social Media [email protected]

Patient Participation GroupsAll of the 53 GP Surgeries that are part of theStoke-on-Trent Clinical Commissioning Group havea Patient Participation Group (PPG). Anyoneregistered with that practice is entitled to becomea member.

Members of the PPGs have the opportunity towork with doctors and practice managers to:

• Influence decisions about services and facilities• Help practices make the best use of resources• Improve communications between staff and patients

• Make sure patient views are properly represented

You will also have an opportunity to take part inpractical tasks such as carrying out surveys orgiving advice.

If you want to get involved you should contact yourGP Practice.

For more information telephone 0845 602 6772 extension 1530

COMPLAINTS, CONCERNS AND COMPLIMENTS

Stoke-on-Trent

Here at Healthwatch we understand how dauntingand potentially complicated complaining can be,so we have put together the list below oforganisations which can help. We advise thatordinarily you would complain to the provider ofthe service first, this is called ‘local resolution’.This guide is intended to aid you if you need tomove the complaint upwards. Advocacy servicesmay also be available to assist you through yourcomplaint, for free.

We all talk about complaints and concerns butsometimes you want to compliment someone on a good service or great care, and we here at Healthwatch Stoke-on-Trent would like toencourage you to take the time to tell the serviceif you have a good experience too! After all, weare only human and sometimes we just need thatpat on the back.

We at Healthwatch Stoke-on-Trent are here to help.

Tel: 01782 683080 Email: [email protected]

This includes your GP, Dentist, Optician, or Pharmacist.If you wish to raise a concern or complain aboutany of these services, you can do this either by:Contacting the service direct and following theirinternal complaints process, or if you prefer not todo this you can start the process by:

• Contacting NHS England who commissions these services and going through the complaints process with them.

NHS England, PO Box 16738, Redditch, B97 9PTTel: 0300 311 22 33Email: [email protected]

PRIMARY CARE

This includes Hospital Trusts, MentalHealth Trusts, Ambulance Trusts,Community Health Trusts and Walk-inCentre.If you want to raise a concern or complaint aboutany of these services you can do this by either:

• Contacting the service direct through their local complaints contacts (details below).

University Hospital of North Staffordshire Patient Liaison Service(Wards, outpatient and A&E services)

City General, Hartshill Road, ST4 6QGTel: 01782 676 450/01782 676 455 Email: [email protected] Staffs Combined Healthcare Trust(Harplands Hospital and Community Mental HealthServices)

Tel: 0800 389 9676/01782 275 171Email: [email protected] and Stoke-on-Trent Partnership PALS(Community Hospitals and Services such as DistrictNurses, Community Heath Visitors, School Nurses)

Morston House, The Midway, Newcastle-under-Lyme, ST5 1QGTel: 0800 783 2865Text Number: 07734 068459Email: [email protected] Midlands Ambulance Service Patient Liaison ServiceNHS Foundation Trust, Millennium PointWaterfront Business Park, Waterfront WayBrierley Hill, West Midlands DY5 1LXTel: 01384 246 370Email: [email protected]• Or, if you would prefer not to contact the provider, then you can contact the Clinical Commissioning Group below who commission theabove services.

Stoke-on-Trent Clinical Commissioning Group

Tel: 0800 030 4563There is also a 24 hour answer phone service.Email: [email protected]: 075 406 68541 • Fax: 01782 298 228If you are still dissatisfied, or have no resolution,you can contact the Parliamentary and HealthOmbudsman (see next page).

SECONDARY CARE

COMPLAINTS, CONCERNS AND COMPLIMENTS

Stoke-on-Trent

PARLIAMENTARY AND HEALTH SERVICE OMBUDSMANIf you remain dissatisfied with the response to yourcomplaint, you have the right to ask theParliamentary and Health Service Ombudsman toreview your case within twelve months of makingyour initial complaint.

Parliamentary and Health Service Ombudsman,Millbank Tower, Millbank, London, SW1P 4QP

Tel: 0345 015 4033Email: [email protected]: www.ombudsman.org.uk

SERVICES COMMISSIONED BY STOKE-ON-TRENT CITY COUNCILIf you would like to give feedback about social careservices for children or adults provided directly bythe city council or by another organisationcommissioned by them, you can contact us in oneof the following ways:• Fill in our online form at www.stoke.gov.uk/comment

• Send us an email to [email protected]• Phone us on 01782 235921Write to us at:Customer Feedback TeamStoke-on-Trent City Council, Floor 2, Civic CentreGlebe Street, Stoke-on-Trent ST4 1HHIf you need help to give us your feedback, we canput you in touch with organisations that cansupport you.

LOCAL GOVERNMENT OMBUDSMANIf you are not satisfied by the resolution to acomplaint offered by the council, the Localgovernment Ombudsman is there to help.

Tel: 0300 061 0614Website: www.lgo.org.ukText back service – text “call back” to 0762 480 3014

ADVOCACYWhat is advocacy?

Advocacy is taking action to help people to saywhat they want, secure their rights, representtheir interests and obtain services they need.Advocates and advocacy schemes work inpartnership with the people they support and theysupport their voice. Advocacy supports people tohave a strong voice, to speak up about mattersthat are important to them and promotesindependence and choice.

ADVOCACY AT POHWER“The NHS Complaints support service is there toprovide advocacy support to people who wish tomake a complaint about the service - or lack of it -that they have received during a health servicedelivery circumstance.”

Delivered by POhWER, advocates will support anindividual through the complaint process. They willexplain the options available and support you topursue you chosen course of action.

They do not however investigate or encouragecomplaints, nor do they offer legal or medicaladvice.

POhWER hold a regular drop in service on thefirst Tuesday of the month at:

The Bentilee Neighbourhood Centre, Dawlish Drive, Bentilee, Stoke-on-Trent,Staffordshire, ST2 0EU Tel: 0300 456 2370Email: [email protected]

If you are injured or unwell there are a number of different NHS services you can access.If you are unsure if a service can treat your condition just call 111 and ask.

You should only attend A&E for serious and life-threateningconditions that need immediate medical attention

www.stokeccg.nhs.uk

HEALTHY LIVING

The choices we make about how we livecan have a significant effect on ourhealth. Eating a healthy diet, doingregular exercise, not smoking and notdrinking too much alcohol can help youstay well and enjoy a long life. Keeping fit and healthy can be a challenge if youare living with a long-term condition, but it willmake a big difference to your wellbeing. If you’vebeen thinking about making changes to yourlifestyle, such as stopping smoking, losing weight,eating healthily, drinking a little less alcohol, ordoing more exercise, there’s plenty of help andsupport available.

Talking to your GP and other healthcare workers,including pharmacists, is the first step. They’llhelp you look at your lifestyle and suggest changesthat are suitable for your condition and anytreatment you’re having. Your health or careworker can also let you know about local servicesthat can help you.

You can also ask your GP about theLifestyle service.Your GP can also help you if you want to stopsmoking, for instance by enrolling you in a clinicwhere you’ll get support from other people whoare also trying to stop. Nicotine replacementtherapy and other stop smoking treatmentsprovided by your GP can also help you resistcravings and boost your chances of quittingsuccessfully.

You're never too young or too old to switch to ahealthier lifestyle. Children who learn healthyhabits at a young age will benefit from themthroughout their life. And giving up bad habits canimprove your health at any age.

Stop Smoking for goodGiving up smoking is probably the best thing youcan do to improve your health. Research showsthat smoking is responsible for almost one in fiveof all deaths in the UK. This means that smokingcauses an estimated 110,000 deaths a year.

Smokers are almost twice as likely to have a heartattack as people who have never smoked. Smokingalso increases your risk of developing many cancersand lung disease.

Rethink your drinkingDrinking too much alcohol could increase your riskof getting 14 major diseases, including mouth andthroat cancers, liver cirrhosis, strokes and mentalhealth problems.

Alcohol is believed to be responsible for as many as22,000 premature deaths in England and Walesevery year. But it’s not just binge drinkers who areat risk: regularly drinking more than the recommendedlimit can cause significant health problems.

Get active, feel fitter, live longerWhatever your age, there's strong scientificevidence that being physically active can help youlead a healthier and even happier life.

Adults should do at least 150 minutes (2 hours and30 minutes) of moderate-intensity aerobic activityeach week. Young people (5-18) should do 60minutes every day.

If you do this, it can reduce your risk of heartdisease and stroke by up to 50% and lower your riskof early death by up to 30%.


CHOOSING A GP

Choosing a GP can seem a daunting task,especially if you have just moved into anarea and don't know anything about thelocal health services. But there are someeasy ways to find the doctor to suit you.It's important to be registered with adoctor because you'll need them to referyou for specialist hospital and communitytreatment services.

A surgery may refuse an applicationto join its list of patients if:You don't reside in the surgery area.

It has formally closed its list of patients, eg when apractice has more patients than it can deal with ornot enough doctors - this is less common than itused to be.

If your application is refused, the surgery mustwrite to you and give the reasons for this.

How do I find a surgery?Most surgeries operate a fairly strict catchmentarea system, and only those who live within thearea may be able to register.

This isn't to be awkward, but ensures a GP can visita person at home in an emergency in reasonabletime.

How do I register?This is straightforward and far easier than mostpeople realise. Simply take your NHS medical cardalong to your chosen surgery. You will then beasked to sign a registration form.

Not all NHS trusts issue medical cards. If you don'thave one, the receptionist will give you form GMS1to fill in.

Once you've completed and returned the forms,your local NHS will transfer your medical recordsto your new surgery and write to you to confirmyour registration as a patient with the surgery.Many surgeries ask a new patient to attend a‘registration medical’ that checks your generalhealth.

What if I can’t get an appointment?If you can't get a doctor's appointment or have anon-urgent health problem or query, you cancontact a nurse by ringing 111 at any time.

What if I have a complaint or concernabout my GP or Practice?First raise it with the staff member concerned orthe Practice Manager.

It may just be an issue of poor communication.Ask at your practice for a copy of their Complaintsprocess to follow.

If you are not happy with how they respond to yourconcerns then you can write to NHS England andthey will allocate someone to look into yourcomplaint.

Write toNHS England PO Box 16738, Redditch, B97 9PT. Tel: 0300 311 22 33 Email: [email protected]

If you want to help improve services in your GPpractice you can join a Patient ParticipationGroup.

Ask at the practice for details of how to join yours. A note on advertising: Healthcare Publications offer businesses the chance to reach potential customers via this publication. It is our intention to clearly indicate that

an advertisement is being displayed and no endorsement or approval by the promoters of any product, service or supplier should be implied.

GP SURGERIES

Surgery Address Postcode Telephone

Surgery Address Telephone


GP SURGERIES

PHARMACIES


Your Pharmacy is there for you. Community Pharmacies sit right at the heart of our communities and aretrusted professionals. An estimated 1.6 million people choose to visit a Pharmacy each day, of which 1.2million do so for health-related reasons such as for their medicines and advice and to buy over the counterand other healthcare products. Community Pharmacies are perfectly placed to reach out to peopleeverywhere so that they can maintain good health and wellbeing. Many have extended opening hours andthese are indicated in the column marked EO.

Pharmacy / Chemist Address HLP EO Telephone

HLP - Healthy Living Pharmacists • EO - Extended Opening


Pharmacy / Chemist Address HLP EO Telephone

Are you thinking about changing your lifestyle to improve your health?‘Healthy Living Pharmacies’ really make a difference to the local health population. Pharmacists and theirteams want to engage and deliver healthy lifestyle advice to the population of Stoke-on-Trent. ThesePharmacies are highly trained in public health and can offer help and advice on stopping smoking, eatinghealthily, reducing alcohol intake and taking more physical activity. There are usually campaigns running inthe Healthy Living Pharmacies which will help you. HLP - Healthy Living Pharmacists • EO - Extended Opening

PHARMACIES

Dentist Address Telephone

DENTISTS


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.


OPTICIANS AND HEARING CENTRES

Opticians Address Telephone

Hearing Centres Address Telephone

Regular eye tests are important because your eyes don't usually hurt when something is wrong. A sight test is a vital health check for your eyes that can pick up early signs of eye conditions before you'reaware of any symptoms – many of which can be treated if found early enough.

What your eye test will showA sight test will show if you need to: Get glasses for the first time or change your current glasses

A sight test will also include a general health check that can pick up early signs of eyedisease before you’re aware of any symptoms. Some health conditions can affect the eyessuch as: Diabetes, Macular Degeneration or Glaucoma

Your Sight TestIt’s recommended that adults have their eyes tested every two years, unless their ophthalmic practitioneradvises them to have a sight test more often than that.Your employer may pay for this test for you so ask foradvice on this, and if you are over 60 your test is free of charge.

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H N U O C I C R T W W D Q M V B F

ADVICE ON FUNDING FOR HEALTHCARE

There are several options for funding care andunderstanding them, and which ones apply to youcan be complicated. These options depend on yourneed for care and support, as well as your personaland financial circumstances.

The main sources of support are the NHS and yourlocal Social Services department, depending onyour circumstances.

NHS careThe NHS is responsible for funding certain types ofhealthcare and equipment you may need. In somesituations, the NHS is also responsible for meetingcare needs. This is usually when someone’s need ismainly for healthcare rather than social care. NHScare could be provided in hospital but it can alsobe in someone’s own home or elsewhere in thecommunity.

When care is provided through the NHS there is nofinancial assessment and no care charges to pay.However, people are only eligible for NHS care incertain circumstances.

NHS continuing healthcareIf the person you care for has very severe andcomplex health needs, they may qualify for NHScontinuing healthcare. This is an ongoing packageof care that’s fully funded by the NHS.

Nursing careIf someone goes into a residential care home butneeds some element of nursing care, they’ll get apayment from the NHS to help pay for their nursingcare. This is called a registered nursing carecontribution (RNCC).

Intermediate careSome people can be eligible for intermediate carefrom the NHS. This is provided on a short-termbasis and is intended to help people recover froman injury or illness and stay independent.Intermediate care is often provided to elderlypeople who are being discharged from hospital,and may help someone to keep living in their ownhome rather than moving into a care home.

AftercarePeople who were previously detained in hospitalunder certain sections of the Mental Health Actwill have their aftercare services provided free.


PERSONAL HEALTH BUDGETS

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 a number of placesacross England and, from April 2014, anyonereceiving NHS continuing healthcare will have aright 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 similar way tothe personal budgets that many people are alreadyusing 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 organisations will be free to offerpersonal health budgets to other people if theythink an individual will benefit. It is theGovernment’s long-term aim, to introduce a rightto a personal health budget for people who wouldbenefit 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.

ADVICE ON FUNDING FOR SOCIAL CARE

If someone isn’t eligible for free care from theNHS, their main source of support will be socialservices. In this case, there are rules thatdetermine whether or not they have to make afinancial contribution. These rules vary dependingon whether the care is provided in a care home orin their own home.

Local authority community careIf you or the person you're looking after hasdifficulty with their personal care, they shouldconsider getting support from social services byhaving a community care assessment of theirneeds.

Your income (including any benefits) and capitalwill be taken into account when calculatingwhether you have to pay anything towards the care that you or they will receive.

In some cases a person may have a mixed packageof care, including some that is NHS-funded andsome that is provided by social services, for whichthey may be charged.

Normally, an assessment is carried out before aservice can be provided by the social servicesdepartment of a local authority. However, if theservices are needed urgently, the local authoritycan provide a service without carrying out theassessment.

The local authority uses the community careassessment to decide whether a person needs acommunity care service and, if they do, whether it can be provided by the local authority.

The assessment considers what types of servicesare needed by the person being assessed.

A wide range of services could be needed, fromaids and adaptations in the person's own home tocare workers or residential care.

Where there are disputes about the process of theassessment or the care plan, there are ways thatdecisions can be challenged. For more informationon challenging decisions, speak to your localHealthwatch team.

The local authority is obliged to carry out acommunity care assessment when they becomeaware that someone may be in need of communitycare services. This may mean that an assessment is offered even if you or the person you look afterhave not specifically requested one.

Direct paymentsIf you are assessed as needing community careservices and qualify for social services funding,they 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 have more choice and control over the support they get, 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 paymentsThe 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.

Direct payments can only be spent on things thatwill meet 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 gets support from social servicesshould have their needs reassessed at least once a year.

To contact your Local Authority Departmentfor an assessment, to be re-assessed or forfurther information please call 0800 5610015 • Email: [email protected]

INDEPENDENT LIVING

Suggestions for making life easy:

External Adaptations• Handrail at front or rear entrance of dwelling• Provision of whirly clothes line or path leading to clothes line

• Widening of paths around the property• Defining steps for people with visual impairments

• Outdoor lighting• Paved areas for wheelchairs

General Internal Adaptations• Additional stair rail• Changing door knobs to lever handles• Lowering of Yale locks• Re-siting of electrical sockets at a convenient level

• Additional power points• Provision of intercom & door unlock systems• Provision of rocker light switches• Adjustments to or additional lighting• Relocation of clothes hanging rails• Accessible window openings• Provision of letter cages or delivery shelves in entrance hall

Kitchens and Bathrooms• Lowering or replacement of high wallhung cupboards

• Additional storage space in kitchen• Lowering of cooker mains switch• Installation of extractor fan with accessible controls

• Level access shower• Overbath shower• Provision of non-slip/tactile surface• Provision of storage space for wheelchair• Ramps• Special baths• Special toilets• Step in shower• Widening doors for wheelchair access

Major Adaptations• Bathroom extensions (ground floor showers & W.C’s)

• Bedroom extensions• Hardstandings• Major internal rearrangements• Re-design or re-organisation of existing kitchen• Stairlifts• Vertical through floor lifts

Around one in five adults in the UK isdisabled, and more than 1 million ofthose live alone. With the right supportand facilities, leading an independent lifewith a physical or learning disability isnow more achievable than ever.

Aids and Adaptations If you or a member of your family has difficultyliving in your home due to a long-term illness ordisability, you may be able to get help by adaptingyour home to better meet your needs. You canapply to your local council for a disabled facilitiesgrant. The grant helps you adapt your home tomake it suitable for a disabled person. Dependingon your income, you may need to pay towards thecost of the work to the property.

You could get a grant from your council if youare disabled and need to make changes to yourhome, for example to:

• Widen doors and install ramps

• Improve access to rooms and facilities - eg stairlifts or a downstairs bathroom

• Provide a heating system suitable for your needs

• Adapt heating or lighting controls to make them easier to use

How can I find out more about the aidsand adaptations that would help me?

Contact your social services department on 08005610015 about what difficulties you are having athome. They will send an occupational therapist tocarry out an assessment and provide advice onwhich equipment or housing adaptation needs suityou best.

ARE YOU A CARER?

A carer is anybody who looks after a familymember, partner or friend who needs help becauseof their illness, frailty or disability. All the carethey give is unpaid and about one in ten of us is acarer. Many carers don't see themselves as carersand it takes carers an average of two years toacknowledge their role as a carer.

It can be difficult for carers to see their caring roleas separate from the relationship they have withthe person they care for, whether they are aparent, son, daughter, sibling or friend and manypeople do not see themselves as carers. Theysimply may think of themselves as a friend orfamily of the person they care for.

It is because of this that they often don’t realisethat there is help available to them as well,such as how to get:• Assessments• Direct payments• Home care• Housing adaptations• Funding for short breaks or respite

Some carers can suffer from poor health becauseof the demands of their caring role. For example,back pain can result from lifting or moving theperson being cared for. It may also be difficult tomaintain a healthy diet and exercise routine whilecaring.

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 knowing what 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.

• Have an assessment: This can sound a little daunting at first, but ensuring that you and theperson you care for get an assessment of yoursand their needs. Your 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.

We at North Staffs Carers Association are there tohelp and benefit informal, unpaid Carers in theNorth Staffordshire area.

North Staffs Carers is a registered Charity, whichprovides information, training and ongoingsupport, in the most appropriate way, to Carers of all ages living in the districts of Newcastle-under-Lyme, Staffordshire Moorlands and Stoke-on-Trent.

The Carers Centre, Fenn House, Duke Street,Fenton, Staffordshire ST4 3NRTelephone: 01782 793100

Fax: 01782 330792Website: www.carersfirst.com

There are an estimated 27,000 Carers in Stoke-on-Trent (2011 Census).

Help and support is available locally fromthe North Staffs Carers Association. If you’re a carer and you need someoneto talk to:


CARE IN YOUR OWN HOME

If you are finding it difficult to manage at home you could consider using the services of a home careprovider. Home care providers employ care assistants who can help you with bathing, washing and dressing.The staff who work for these agencies are trained in personal care and safety procedures, moving andhandling, hygiene and infection control. If you require nursing care at home, many agencies employregistered nurses.A list of the care agencies registered with the Care Quality Commission (CQC) who accept enquiries and whoare located in Stoke-on-Trent can be found on the following pages. Other care providers in surroundingareas outside Stoke on Trent may also provide services in the City.Organising your own home careIf you are thinking about arranging your own home care it is a good idea to ask any agencies youapproach the following questions

• Are there different rates for weekends/evenings?• Are there any extra charges i.e. for the carer's travelling expenses?• What sort of services do you provide?• If you provide me with a service, can I contact you out of office hours? If so, how?• Are your carers trained? Are you registered with the Care Quality Commission?

To check up-to-date information on the providers of homecarevisit www.cqc.org.uk or scan the QR CODE with your Smartphone.


Care Provider Address Telephone

CARE IN YOUR OWN HOME


CHOOSING BETWEEN RESIDENTIAL,

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.

Older peopleCare homes for older people may provide personalcare or nursing care. A care home which isregistered to provide personal care will offersupport, ensuring that basic personal needs, suchas meals, bathing, going to the toilet andmedication, are taken care of. In some homesmore able residents have greater independenceand take care of many of their own needs.Someresidents may need medical care and some carehomes are registered to provide this. These areoften referred to as nursing homes. Some homesspecialise in certain types of disability, forexample, dementia.

Adults aged 18-65There are also residential care homes that providecare and support for younger adults with, forexample, severe physical disabilities, learningdisabilities, acquired brain injury, progressiveneurological conditions or mental health problems.Care can be provided for adults with more thanone condition and some homes have expertise inproviding care for adults with alcohol or drugdependency.

These homes offer permanent residence or providecare for a temporary period until the adult is able to live independently or move to a different typeof accommodation.

Choosing between residential care andindependent livingSocial services normally encourage younger adultswho they assess for support to be as independentas their circumstances allow. The care plan foradults with disabilities will consider whatindependent tasks they can carry out and how theycan be helped to achieve more. Even if adults havevery severe disabilities their needs are reviewedfrom time to time to check whether residentialcare or a very high level of support is stillappropriate.

Supported living may be an option for youngeradults. This allows people to live independently inthe community but with basic support. The supportoffered includes help with setting up a home andmanaging finances, and assistance with cleaning and shopping.

For older people there are various alternatives toresidential care. These include sheltered housingand extra care housing schemes, which offerindependence with an increased level of care and support.

For many people there is also the choice of livingindependently at home with community caresupport.

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 beable 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 sureyou spend enough time in each home to get a goodidea 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 futurehomes

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 CareQuality 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

NURSING AND INDEPENDENT LIVING


CHOOSING THE RIGHT CARE HOME

All care homes vary in their quality, andit can be hard to know what qualities tolook for when choosing a home.

A good care home will probably do the following:• Offer new residents and their families or carers a guide (in a variety of accessible formats) describing what they can expect while they’re living there. Ideally, residents of the home wouldhave helped to produce the guide

• Have a majority of staff who've worked there fora long time. They know the residents well, and are friendly, supportive and respectful

• Involve residents, carers and their families in decision making, perhaps through regular meetings with staff

• Support residents in doing things for themselves and maximising their independence, including keeping contact with the outside community

• Offer a choice of tasty and nutritious food, which residents may have helped to prepare

• Take into account the needs and wishes of all residents, and provide a variety of leisure and social activities

• Be in a clean, bright and hygienic environment that's been adapted appropriately for residents, with single bedrooms available. A good environment encourages residents to personalisetheir room

• Have staff who respect residents’ privacy and knock before they enter someone’s room

• Be staffed by well-trained people, for example, nurses trained in dementia care

• Respect residents’ modesty and make sure that they look respectable, while recognising residents’ choice about what they wear

• Be accredited under the Gold Standards Framework for end of life care

A bad care home might do the following:• Have a code of practice and a set of aims, but doesn’t make them a priority

• Offers little opportunity to listen to residents, with most decisions made by staff

• Have residents’ care plans that are out of date, and don’t reflect their needs accurately. This means that some residents aren't getting the support they need with their healthcare and personal care

• Give residents little privacy. Staff often enter residents’ rooms without knocking, and they talkabout residents within earshot of other people

• Have staff who don’t make an effort to interact with residents, and leave them sitting in front ofthe TV all day

• Be in a poorly maintained building, with rooms that all look the same and have little choice in furnishings

• Need cleaning, with shared bathrooms that aren't cleaned regularly

• Deny residents their independence, for example,by not allowing someone to feed themselves because it takes too long

As a resident in a care home, you should expect:• The right to be treated politely and with dignity

• The right to privacy for yourself, and your relatives and friends when they visit

• The right to deal with your own finances and spend your money how you choose

• The right to eat food that's prepared in line withyour faith, and to worship when and where you want to

• The right to choose the food that you eat, and tobe given the time and space to relax and enjoy your meal

• The right to choose when you get up in the mornings and go to bed at night

• The right to complain if you're unhappy with your care


RESIDENTIAL AND NURSING CARE

Residential Homes Address Telephone

Residential Homes Address Telephone

RESIDENTIAL & NURSING CARE

Nursing & Residential Homes Address Telephone


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