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NHS - Know Your

Health & Social CareSignposting Directory

Rugby

Your local spotlight onHealth & Social Carecovers services inRugby

Warwickshire

Issue 3

Why choose a WCS Care home?

At WCS Care people live as independently as they choose in homes they love being in.

Features like open-plan kitchens, cinemas, salons and bars mean people continue living the way they’re used to in spacious, comfortable, home-from-home surroundings.

Each home has dedicated, seven-day-a-week Activity and Exercise Coordinators, so there’s always pleanty to do.

CARECS

• 10 care homes for older people in Warwickshire

• A not-for-profit organisation• Fun, vibrant and unique homes that people are proud to call theirs

Registered charity 1012788

NuneatonAttleborough GrangeDrayton CourtBedworthFairfieldRugbyDrovers HouseWestandsDewar Close

LeamingtonSycamoresFour WaysWarwickWoodsideStratford upon AvonThe Limes

Find out for yourselfCall 01926 864242Email [email protected] our website wcs-care.co.uk

@WCS_Care /wcscare

About Healthwatch Warwickshire 1 - 2Healthwatch Warwickshire - Volunteering 3Healthwatch Warwickshire - Get in Touch 4NHS - Know Your Rights 5 - 6The Care Act: What’s Changing & What’s Happening 7 - 8Free NHS Health Check 9 - 10Do You Really Need to See Your GP? 11 - 12Social Care & Independent Living 13 - 14Recognising Mental Health & Support 15Worried About Addiction 16Springfield Mind 17 - 18Living With a Disability 19Advocacy Services 20Planning For Your Future Care Needs 21 - 22Support For Carers 23 - 24Choosing the Right Home Care Agency 25Choosing the Right Care Home 26Residential, Nursing Homes & Domiciliary Care in Rugby 27GPs, GP Surgeries & Pharmacies in Rugby 29Dentists & Opticians in Rugby 30Expressing Complaints & Concerns 31 - 32

CONTENTS

Disclaimer

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

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

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

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

Whilst we have taken every care in compiling this publication, the publishers and promoters cannot accept responsibility for any inaccuracies. All listings are supplied via the Care Quality Commission (CQC) and NHS Choices. Neither Healthwatch Warwickshire nor Healthcare Publications can be held responsible for any errors or omissions.

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

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

1

HEALTHWATCH WARWICKSHIRE

What powers does Healthwatch Warwickshire have?

Healthwatch Warwickshire has a statutory seat on the local Health and Wellbeing Board – the body that oversees health and social care in Warwickshire, ensuring a direct influence on discussions as to how services are commissioned.

Healthwatch Warwickshire can ‘enter and view’ any health or social care service, funded by the public purse, to gather the views of the service users. This includes GP practices, dentists, care homes, hospitals, pharmacies etc.

Healthwatch Warwickshire can escalate issues to Healthwatch England or to the Care Quality Commission to ensure that services are investigated or reviewed in a timely manner.

Get Involved

There are many ways you can get involved with Healthwatch Warwickshire.

• Sign up to our mailing list to be kept up to date with our work through our quarterly newsletter

• Come along to one of our events

• Get in touch to share your story and experiences with us, to help us build a picture of where services are doing well and where they need to be improved

• Volunteer with us

What is Healthwatch Warwickshire?

Healthwatch Warwickshire is the consumer champion for Health and Social Care in Warwickshire.

Established through the Health and Social Care Act 2013, 148 local Healthwatch bodies exist across England and are backed up by a national organisation, Healthwatch England.

What doesHealthwatch Warwickshire do?

• Provides information, advice and signposting about local services and how to access them

• Enables local people to share their views, concerns and experiences of local services

• Promotes and supports the involvement of local people in the commissioning and scrutiny of local services

• Recommends investigation or review of services to Healthwatch England or directly to the Care Quality Commission

Our Vision

To give the people of Warwickshire an effective voice in improving health and social care

Our Mission

• To be the ‘consumer association’ for those who use health and social care services in Warwickshire

• To enable those who are seldom heard to have a real say and an effective voice in the decisions that affect them

• To be a critical friend to those who provide health and social care services in Warwickshire

Get in touch ...Telephone: 01926 422823

Email: [email protected]

Visit our website:www.healthwatchwarwickshire.co.uk

Follow us on Twitter: @healthwatchwarw

Write to us: 4 – 6 Clemens Street, Leamington Spa,

Warwickshire CV31 2DL

HEALTHWATCH WARWICKSHIRE - OUR WORK TO DATE

Calls

No two calls are ever the same. Here are some of the things that Healthwatch Warwickshire has helped with:

You Said ..."I’ve recently moved GP practice and my medical notes have not transferred. What can I do?"

We Did ...We located the missing medical notes at a branch surgery and ensured they were transferred to the main surgery for the patient.

You Said ..."I’m the sole carer for my elderly parent and I have been waiting over 6 months for a care assessment. Despite repeated calls, I’m not getting anywhere. I don’t know where I am in the process."

We Did ...We contacted senior managers at the County Council and outlined the issues. We were then contacted by a social worker who was able to confirm an assessment date had been arranged. This information was shared with the caller, who was able to proceed with seeking support.

You Said ..."I have no fixed address and I cannot get registered at a GP practice as they are refusing to register me. What can I do?"

We Did ...We contacted the local area team who confirmed that GP surgeries should not be refusing to register people with no fixed abode. Our caller was able to register at a GP surgery of their choice and the area team were going to update their practice guidance.

Some of Healthwatch Warwickshire’s work to date includes:

GP Access Survey

We ran a GP access survey to gather the views of patients across Warwickshire on their GP surgeries, and repeated the survey 2 years later. We also ran 2 surveys aimed at young people. The results gave us a picture of where services were working well across Warwickshire, and the repeat survey helped to demonstrate where improvements had been made. The results also helped to inform our programme of Enter and View visits to GP surgeries.

NHS Dentistry

We received several calls about NHS Dentistry, in particular banding charges and what people were entitled to. We published a guide on NHS Dentistry in our newsletter and on our website to help better inform people about what to expect from the NHS and what their rights are.

Complaints

We have published a basic ‘Top Tips’ guide to complaints, to help people understand how to get the most out of the process.

Short Campaigns

We have taken key issues that our callers are telling us about and have run a series of short campaigns to raise awareness of those issues and to provide service users with the information they need. Recent campaigns include charges attached to GPs writing letters and prescription pre-payment certificates.

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HEALTHWATCH WARWICKSHIRE - VOLUNTEERING

Healthwatch Champions will raise the profile of Healthwatch Warwickshire and help capture consumers’ experiences of health and social care provision across the County.

A Champion may have a broad interest in health and social care, operate in a local community or may focus on a particular health and/or social care topic.

Healthwatch Champions will represent Healthwatch at local meetings, forums and events and provide feedback to the Healthwatch team to help shape discussions and inform our programme of work.

Enter and View Authorised RepresentativeHealthwatch Warwickshire has the legislative power to ‘Enter and View’ premises where health and/or social care is delivered. These visits are done by a team of ‘Authorised Representatives’ of Healthwatch Warwickshire.

Authorised Representatives are volunteer lay people, who visit services to observe the quality of the service and gather the opinions of people who use the service.

Following each visit a report is produced with recommendations on how the service can be improved for those people who use it.

Visits are conducted to a range of services including Care Homes, GP Surgeries, Dental Services, Hospitals and Pharmacies.

Authorised Representatives receive full training, reasonable out of pocket expenses and ongoing support.

We expect our Authorised Representatives to deliver at least 4 visits per year, each visit lasting 2-3 days in total.

You will also need to undergo an enhanced Disclosure and Barring Service Check.

For further details on our volunteering roles, please contact Healthwatch WarwickshireTelephone: 01926 422823or email: [email protected]

Volunteering OpportunitiesWould you like to make a difference to the way Health and Social Care is provided within Warwickshire?Healthwatch Warwickshire is the independent consumer champion for health and social care and we need you to help us to:

• Collect the views of local communities on health and social care

• Help us build a picture of where services are doing well and where they need to be improved

• Signpost people to relevant information and services

• Visit services and provide recommendations and feedback

• Promote Healthwatch Warwickshire within local communities

We are currently recruiting volunteers for the following roles: Enter and View Authorised Representatives and Healthwatch Champions.

Healthwatch ChampionsHealthwatch Warwickshire is looking for individuals and organisations to support its engagement work by seeking, channelling and representing the views of health and social care service users.

• Are you or your organisation based in Warwickshire?

• Do you or your organisation have an interest in health and social care, either specifically or more broadly?

• Are you or your organisation committed to improving health and social care services?

If you answered ‘yes’ to all of the above questions, then we would like to hear from you.

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HEALTHWATCH WARWICKSHIRE - GET IN TOUCH

Healthwatch HubsHealthwatch Warwickshire works in partnership with Citizens Advice and AgeUK Warwickshire. We have established Healthwatch Hubs in each of our partners offices.

You can access advice and information about health and social care services during normal opening hours. These are located in the following locations:

Warwick District Citizens Advice10 Hamilton Terrace. Leamington Spa, CV32 4LYHelpline: 0844 855 2322

North Warwickshire Citizens AdviceThe Parish Rooms, Welcome Street,Atherstone, CV9 1DUTelephone: 01827 712 852

Stratford Citizens Advice25 Meer Street, Stratford upon AvonWarwickshire CV37 6QBTelephone: 0844 855 2322

Nuneaton Citizens Advice23e Abbey Street, Nuneaton, CV11 5BTTelephone: 0844 855 2322

Rugby Citizens Advice Bureau1st floor, Chestnut House,32 North Street, Rugby, CV21 2AGTelephone: 0844 855 2322

Age UK Warwickshire - Leamington SpaHead Office, 8 Clemens Street, Leamington SpaWarwickshire CV31 2DLTelephone: 01926 458 100

Age UK Warwickshire - Rugby OfficeClaremont Centre, 43 Clifton Road,Rugby CV21 3QETelephone: 01788 552 540

Age UK Warwickshire - Stratford, Briar Croft Briar Croft, Alcester Road, Stratford-upon-Avon CV37 6PHTelephone: 01789 205059

Age UK Warwickshire - North WarwickshireThe Partnership Building, Coleshill RoadAtherstone CV9 1BNTelephone: 01827 717 172

Our PartnersHealthwatch Warwickshire was formed following a consortium bid between Warwickshire Community and Voluntary Action, Age UK Warwickshire and Warwickshire Citizens’ Advice Bureau.

Healthwatch Warwickshire works together with these agencies to achieve maximum reach across the county. These recognised and valued existing 'brands' are united under the Healthwatch banner, meaning that you can go into your local CAB office, Age UK Warwickshire office or WCAVA building and pick up leaflets, be signposted to or receive information and advice on health and social care related issues.

The Consortium offers a range of particular skills, expertise and a proven track record and has experience of delivering services to communities across the whole of the county.

Get in touch ...Telephone: 01926 422823



Follow us on Twitter: @healthwatchwarw

Write to us: 4 – 6 Clemens Street, Leamington Spa,

Warwickshire CV31 2DL

Everyone has the right to information and education about how to take care of themselves and what they are entitled to within the health and social care system.

Healthwatch Warwickshire helps individuals to gain access to, understand, and use information to promote and maintain good health and make the best use of local services and care support.

We can:

• Explain your rights and what standards to expect from 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) service

You have the right to receive NHS services free of charge, apart from certain limited exceptions sanctioned by Parliament.

You have the right to access NHS services. You will not be refused access on unreasonable grounds.

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

You have the right, in certain circumstances, to go to other European Economic Area countries or Switzerland for treatment which would be available to you through your NHS commissioner.

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

You have the right to access certain services commissioned by NHS bodies within maximum waiting times, or for the NHS to take all reasonable steps to offer you a range of suitable alternative providers if this is not possible.

You have the right to be treated with a professional standard of care, by appropriately qualified and experienced staff, in a properly approved or registered organisation that meets required levels of safety and quality.

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

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

You have the right to have any complaint you make about NHS services acknowledged within three working days and to have it properly investigated.

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

You have the right to accept or refuse treatment that is offered to you, and not to be given any physical examination or treatment unless you have given valid consent. If you do not have the capacity to do so, consent must be obtained from a person legally able to act on your behalf, or the treatment must be in your best interests.

NHS - KNOW YOUR RIGHTS!

5

You have the right to be given information about the test and treatment options available to you, what they involve and their risks and benefits.

You have the right of access to your own health records and to have any factual inaccuracies corrected.

You have the right to privacy and confidentiality and to expect the NHS to keep your confidential information safe and secure.

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

You have the right to request that your confidential information is not used beyond your own care and treatment and to have your objections considered, and where your wishes cannot be followed, to be told the reasons including the legal basis.

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

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

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

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

You have the right to be kept informed of progress and to know the outcome of any investigation into your complaint, including an explanation of the conclusions and confirmation that any action needed in consequence of the complaint has been taken or is proposed to be taken.

You have the right to take your complaint to the independent Parliamentary and Health Service Ombudsman or Local Government Ombudsman, if you are not satisfied with the way your complaint has been dealt with by the NHS.

You have the right to make a claim for judicial review if you think you have been directly affected by an unlawful act or decision of an NHS body or local authority.

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

You have the right to choose the organisation that provides your NHS care.

With all the changes to health and care services it’s not always clear where you should go to report an urgent issue, to make a complaint, or for further information.

Healthwatch Warwickshire can help you find the right services to suit your needs through our Information & Signposting Service.

We cannot give you advice or make specific recommendations but we can help you make an informed decision in finding the right health and social care service whether it is provided by the NHS, the Council, a voluntary or community organisation.

Contact Us:

Telephone: 01926 422823

Write to us at: Healthwatch Warwickshire4 – 6 Clemens Street, Leamington Spa,Warwickshire CV31 2DL

Email us: [email protected]

Follow us on Twitter @healthwatchwarw


NHS - KNOW YOUR RIGHTS!

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7

Care and support is changing for the betterCare and support in England is changing for the better. The new Care Act will help make care and support more consistent across the country and councils will have a greater responsibility for looking after people’s wellbeing.

The Care Act is a new law about care and support for adults in England that came into force in April 2015, making one new law saying what people can expect and what local authorities will have to do.

The number of people in England who have health problems requiring both health and social care is increasing.

For example, in the next 20 years, the percentage of people over 85 will double. This means there are likely to be more people with ‘complex health needs’ - more than one health problem - who require a combination of health and social care services.

The Care Act has created a single, modern law that makes it clear what kind of care people should expect. The new Care Act will further this by ensuring that all organisations locally, and nationally, work together to fully support a person’s overall wellbeing. If you receive care and support, or you support someone as a carer, you could benefit from the changes.

Care and support and youMost local authorities have had a one size fits all approach to care. The focus has been on what disabilities someone has, or what services the local authority can provide, rather than on the individual’s needs.

For the first time, the Act provides people with a legal entitlement to a personal budget, which is an important part of their care and support plan. The personal budget must be included in every plan, unless the person is only receiving intermediate care or reablement support to meet their identified needs.

Getting the right care and supportHealth and social care needs assessments are changing. Greater emphasis will be placed on your physical, psychological and emotional wellbeing including what is important to you and your family to help you to maintain your independence and connect with your local community.

Your plan, your decisionsIf you receive care and support you will be more in control of decisions that affect you and in putting together a care plan tailored to your needs. You will also have more control over how the money for your care is spent. You will know how much it will cost to meet your needs and how much the local authority will contribute towards the cost.

Deferred payment agreementsFrom April 2015, deferred payment agreements will be available from all councils across England.

A deferred payment agreement is an arrangement with your local Authority that will enable people to use the value of their homes to help pay care home costs. You can delay repaying the council until you choose to sell your home, or until after your death.

You should be eligible for a deferred payment agreement if:• you are receiving care in a care home (or you are going to move into one soon)• you own your own home (unless your partner or certain others live there)• you have savings and investments of less than £23,250 (not including the value of your home or your pension pot)

A deferred payment agreement is only one way to pay for care. To find out more about the options available speak to a financial adviser or seek advice from an independent organisation.

THE CARE ACT: WHAT’S CHANGING & WHAT’S HAPPENING

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How does the Care Act benefit carers?Previously, carers didn’t have a legal right to receive support, although local authorities can provide support at their discretion. This means that access to assessment and the range of support on offer can vary considerably.

The Care Act gives local authorities a responsibility to assess a carer’s needs for support, where the carer appears to have such needs. This replaces the existing law, which says that the carer must be providing “a substantial amount of care on a regular basis” to qualify for an assessment. This will mean more carers are able to have an assessment. The local authority will assess whether the carer has needs and what those needs may be. This assessment will consider the impact of caring on the carer. It will also consider the things that a carer wants to achieve in their own day-to-day life. It must also consider other important issues, such as whether the carer is able or willing to carry on caring, whether they work or want to work, and whether they want to study or do more socially. If both the carer and the person they care for agree, a combined assessment of both their needs can be undertaken.

THE CARE ACT: WHAT’S CHANGING & WHAT’S HAPPENING

Adults caring for disabled childrenAn adult caring for a disabled child can get support through children’s services. This is usually the best way to meet their needs, so they are not covered by this Act. However, there is provision in the Act for an adult carer of a disabled child to ask for an assessment of their caring needs before the child reaches 18. When a local authority carries out such an assessment, it has the power to provide support to the carer, even though they are caring for a child, rather than an adult. This would, for example, enable a local authority to provide support that is available through an adult carers’ centre.

The Care Act and young carersThe Care Act does not deal with the assessment of people under the age of 18 who care for others. However, young carers can be supported under the law relating to children. The Children and Families Act gives young carers (and parent carers) similar rights to assessment as other carers have under the Care Act.

To view The Children and Families Act in further detail please visit:www.legislation.gov.uk/ukpga/2014/6/contents/enacted

01926 491181 www.qualitysolicitors.com/moore-tibbits34 High Street, Warwick CV34 4BE

The changes introduced by the Care Act 2014 will have significant

implications for you and your family.

The Care Act 2014 will affect you!

QualitySolicitorsMoore & Tibbits

We can advise on:• Right to an assessment for both carers and service users• What support you are entitled to receive• The amount you may have to pay towards your care• Who should be paying for care: you, the Local Authority or

the NHS?

Arranging and financing care can be a daunting and stressful process. We have a specialist team that deals exclusively with the legal aspects of care funding. If you are worried or concerned about care, please call our team today who offer a free first consultation or alternatively visit one of our free legal advice clinics that are held in conjunction with Age UK Warwickshire. (Please see our website for details of times and locations)

Debbie AndersonHead of the Mental Capacity and Community Care [email protected]

Direct lawyer contact Same-day response Clear Price Guarantee Free First Advice Saturday openings

Who is it for?

The NHS Health Check scheme is available across Warwickshire.

If a person is aged between 40 and 74 and hasn’t already been diagnosed with heart disease, diabetes, kidney disease, or had a stroke, they may be invited by their GP for the NHS Health Check by letter, text or they may be offered the NHS Health Check when they are at their GP for another reason.

Everyone is at risk of developing heart disease, stroke, diabetes, kidney disease, and some forms of dementia. The good news is that these conditions can often be prevented – even if you have a history of them in your family. Have your free NHS Health Check and you will be better prepared for the future and be able to take steps to maintain or improve your health.

Why do I need an NHS Health Check?

We know that your risk of developing heart disease, stroke, type 2 diabetes, kidney disease, and dementia increases with age. There are also certain things that will put you at even greater risk.

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 these conditions, 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 heart attack

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

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

FREE NHS HEALTH CHECK

Helping you prevent heart disease, s troke,diabetes , kidney disease and dementia

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For more information please go to the NHS Health Checks website:www.nhs.uk/Conditions/nhs-health-check/Pages/NHS-Health-Check.aspx

Even if you’re feeling well, it’s worth having your NHS Health Check now.We can then work with you to lower your chances of developing these health problems in the future.

What happens at the check?

This check is to assess your risk of developing heart disease, 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 and stay 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 health professional 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 potential risks early. By having this check and following the advice of your health professional, you improve your chances of living a healthier life.

But don’t these conditions runin the family?

If you have a history of heart disease, stroke, type 2 diabetes, or kidney disease in your family then you may be more at risk. Taking action now can help you to prevent the onset of these conditions.

I know what I’m doing wrong.How can the doctor help me?

If you would like help, we will work with you to find ways to eat healthily, reach your healthy weight, be more active, cut down your drinking, or stop 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’t go on to develop one of these conditions. But taking action now can help you lower your potential risk.

Will everyone have this check?

This check is part of a national scheme to help prevent the onset of these health problems. Everyone between the ages of 40 and 74 who has not been diagnosed with the conditions mentioned will be invited for a check once every five years. If you are outside the age range and concerned about your health, you should contact your GP.

FREE NHS HEALTH CHECK

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Free NHS Health CheckHelping you prevent heart disease, stroke, diabetes,kidney disease and dementia

For more information please go to the NHS Health Checks website:www.nhs.uk/Conditions/nhs-health-check/Pages/NHS-Health-Check.aspx

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DO YOU REALLY NEED TO SEE YOUR GP?

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

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

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

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

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

..........................................................................................................

..........................................................................................................

..........................................................................................................Why not call into our shop or buy online at

www.auntyagathas.co.uk

Aunty Agatha's Removing Life's Little Obstacles

We stock a wide variety of Sensory and Educational toys and resources, personal care and small home adaptions for babies,

children, teens and adults.

Bringing the shop to you!If you are a community / support group,

school or residential setting we can come to you!To book email [email protected]

Opening Hours:Monday to Saturday 9.30am to 5.00pm..........................................................................................................

14 Talisman Square, Kenilworth, Wawickshire CV8 1JB Tel: 01926 858 753

The Little BIG Sensory Shop

Aunty

Agatha'son the

Road!

Aunty

Agatha'son the

Road!

12

DO YOU REALLY NEED TO SEE YOUR GP?

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

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

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

Hangover, grazedknee, sore throat,cough?

Diarrhoea, runnynose, painful cough,headache?

Conditions thatcannot wait untilyour GP Surgeryis open

Cuts, sprains,itchy rash, strain?

Self Care:Be sure to stock up your medicine cabinetwith pain killers, plasters and antiseptic creams

Pharmacies:Visit without an appointment and getcon�dential health advice & treatment formost minor illnesses.

GP Out of Hours: Highly trained and skilled clinician who can dealwith your complex and urgent conditionsplease call 111 to access the service.

Emergency Department / A&EShould only be used in an emergency orlife-threatening situation. If you cannot travelyourself, call 999 for an ambulance.

Walk in Centres/Minor Injury Units:O�er access to a range of treatment for minorillnesses and injuries. You will be seen by anexperienced clinician, without an appointment.

Choosing theright NHS serviceif you become ill or are injured

Heavy bleeding,broken bones, burns, chest pain,trouble breathing?

SOCIAL CARE & INDEPENDENT LIVING

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How do I get Social care?

If you have decided that you need social care support, you may want to think about the type of support you require, be it homecare workers, equipment or respite breaks.

Your first step should be to ask your local authority social services department for an assessment of you needs.

Local authorities have a duty to assess anyone who appears to need the community care services they offer.

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 important because it helps them work out what your difficulties are and what services will help you most. Each local authority has its own way of working out who is eligible for social care support and what services it can offer.

If your local authority thinks you are eligible for social care support, you have a specific level of need and meet financial rules, you should be involved in the decision-making process that follows. If appropriate, the next step will be for social services or an independent adviser to work with you to create a care plan.

Often only minor assistance is needed – such as meals on wheels and help with washing or dressing. Yet these services could make a big difference to your life.

If you feel that your needs have changed over time, you will have to be re-assessed. Contact the social care team at your local authority to discuss it with them.

Your rights and entitlements

In most cases, you shouldn’t have to actively exert your rights in regards to the care that you receive. However, if you feel you are being unjustly treated in breach of your rights, you may want to take action.

You can do this by telling someone you trust, seeking help from Healthwatch Warwickshire or contacting the local authority team in charge of ‘safeguarding’.

Under UK law, you should be looked after and treated fairly and with dignity whenever you are given social care services. This applies to everyone, regardless of where they are given care and who does the caring.

Other laws may also protect you from discrimination because of who you are, including some protection for carers under the rules designed to protect disabled people. For example, if you are an older person, this should not stop you from having treatment similar to that which a younger person would be given.

Family Support

Families with disabled children may be eligible for Family 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 home help, and access to a Children’s Centre. Some of these services are available to all families.

SOCIAL CARE & INDEPENDENT LIVING

What social care support can I get?Many people’s first impression or thoughts of social care might be a residential care home. In fact there’s a wide variety of social care services available and most who need social care support will be able to have care provided in their home. The kind of social care support that you can get depends largely on your needs. This means the type of condition you have, or the severity of your disability. For example, if you have a neurological problem that causes you to have trouble walking you may simply require some equipment to help you remain mobile and independent. However, if you have a significant neurological problem that seriously affects your mental capacity or ability to move and look after yourself, you are likely to need a much wider range of social care services.It is worth taking time to think about your specific needs and what you think you might need to help you achieve the best quality of life you can.

Care and support services might typically include:• equipment• 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 your life. The ability for you to remain independent sometimes hinges on small factors and tools, such as a jar gripper (to help you remove lids) or ways to raise your seat (so that you can get up more easily), which can make all the difference. However, equipment can also help with weightier issues, for example, hoists to help people with mobility problems get on and off chairs or toilets, or in and out of the bath or bed. The equipment you may be able to access could include monitoring devices that check whether you have left the house if you have a condition, such as dementia, that causes confusion and wandering.

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

Healthwatch Warwickshire or your local authority will be able to provide you with information and advice on what services are available in your local area.

Community support and activitiesSome social care services can be provided to help you continue to play an active role in your community and to get out and about and do the things you want to do. For example, you may want to work or to partake in religious or cultural events such as a festival or a sports match. Social care services may be able to support you in a wide range of ways to enable you to continue to do these things, for example a community transport service.

Day centresVisiting a day centre can be a good alternative to moving into a care home. Day centres provide an opportunity to socialise and do activities that might not be available at home and may provide respite for family carers.

Adaptations to your homeA common way that social care can support ill or disabled people to live independently at home is simple adaptations to the home. If you have difficulty living at home because of your condition, it is often a better option to improve your home than to move somewhere new. For example, depending on your condition, you might be able to get lowered kitchen surfaces and storage, wider doorways to accommodate wheelchairs or walking frames, or improved flooring to prevent trips and falls.

14

Aunty Agatha's has the solutions and adaptions that will make your life that little easier.www.auntyagathas.co.uk

The Little BIG Sensory Shop

RECOGNISING MENTAL HEALTH & SUPPORT

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

Good mental health and resilience are fundamental to good physical health, relationships, education and work, as well as being key to achieving our potential.

Mental health facts

At least one in four people experience a diagnosable mental health problem in any one year, and one in six experiences this at any one time.

• More than half of those with a common mental health problem have both depression and anxiety.

• There are approximately 570,000 people with dementia in England, a figure that could double in the next 30 years.

• Nearly 850,000 children and young people aged five to 16 years have a mental health problem – about 10% of the population. Fewer than one in 10 accesses treatment.

Common mental health problems such as anxiety, depression, panic disorders, phobias and obsessive compulsive disorder can cause great emotional distress, and can affect how you cope with day-to-day life and your ability to work.

Less common conditions, such as psychosis, can make you experience changes in thinking and perception severe enough to significantly alter your experience of reality. These conditions include schizophrenia and affective psychosis, such as bipolar disorder, and can have the same lifelong impact as any long-term physical condition.

Admitting you are struggling does not mean you are “mentally ill”, that doctors will automatically put you on medication, or you will have to immediately tell your employer you are mentally unwell. Many issues can be managed without the help of a GP by using the variety of sources of help now available, whether it’s through books, local organisations or online.

Even if you need professional help, there are choices you can make along the way. Mental illness is treatable and, with appropriate support and treatment, people do recover. Many move on with their lives and are able to care for their family, contribute to the local community, and get back into employment or training.

How your GP can helpYou should make an appointment to see your GP if you've been feeling depressed for a few weeks or your anxiety is having an impact on your daily life, such as stopping you from going to work or shopping.

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

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

15

WORRIED ABOUT ADDICTION?

16

If you have an addiction, you’re not alone - one in three of us are addicted to something.

Addiction is defined as not having control over doing, taking or using something to the point where it could be harmful to you.

Addiction is most commonly associated with gambling, drugs, alcohol and nicotine, but it’s possible to be addicted to just about anything, including:

Work – workaholics are obsessed with their work to the extent that they suffer physical exhaustion. If your relationship, family and social life are suffering and you never take holidays, you may be a work addict.

Internet – as computer and mobile phone use has increased, so too have computer and internet addictions. People may spend hours each day and night surfing the internet or gaming while neglecting other aspects of their lives.

Solvents – volatile substance abuse is when you inhale substances such as glue, aerosols, petrol or lighter fuel to give you a feeling of intoxication. Solvent abuse can be fatal.

Shopping – shopping becomes an addiction when you buy things you don’t need or want to achieve a buzz. This is quickly followed by feelings of guilt, shame or despair.

What causes addictions?

There are lots of reasons why addictions begin. In the case of drugs, alcohol and nicotine, these substances affect the way you feel, both physically and mentally. These feelings can be enjoyable and create a powerful urge to use the substances again.

Gambling may result in a similar mental “high” after a win, followed by a strong urge to try again and recreate that feeling. This can develop into a habit that becomes very hard to stop.

Being addicted to something means that not having it causes withdrawal symptoms, or a “come down”. Because this can be unpleasant, it’s easier to carry on having or doing what you crave, and so the cycle continues.

Often, an addiction gets out of control because you need more and more to satisfy a craving and achieve the “high”.

How addictions can affect you

The strain of managing an addiction can seriously damage your work life and relationships. In the case of substance abuse (for example, drugs and alcohol), an addiction can have serious psychological and physical effects.

Some studies suggest addiction is genetic, but environmental factors, such as being around other people with addictions, are also thought to increase the risk.

An addiction can also be a way of blocking out difficult issues. Unemployment and poverty can trigger addiction, along with stress and emotional or professional pressure.

• You’re more at risk of developing an addiction if:

• other members of your family have addiction problems

• you experienced stress or abuse while growing up

• you have mental health problems

• you have unemployment and financial worries

• you’re experiencing relationship problems

Addictive behaviour often occurs when people try to deal with or forget about these difficult issues

Treating addiction

There are many organisations that provide help in treating addictions. Your GP is a good first point of contact. They’ll be able to provide you with help and advice, and can recommend specialist addiction services both nationally and locally.

For better mental health

Wellbeing Drop In Hub servicesOur Wellbeing Drop In Hubs provide an informal, safe and friendly place for people with mental health problems to gain both group and individual support, information and an opportunity to meet new people and share experiences. In addition we also provide 6 free half hour slots for individuals to discuss any issues which may be troubling them. Its free of charge and no appointment or referral is necessary, just drop in for a cuppa and a chat.

Stratford upon Avon Wellbeing Drop In HubThe Saltway CentreAlcester RoadStratford upon AvonCV37 9DDTel: 01789 298615

Leamington Spa Wellbeing Drop In Hub2 Southborough TerraceLeamington SpaCV31 2DTTel: 01926 881227

Working in partnership withWarwickshire County Council

Wellbeing at workFor Employers

Mental Health issues such as anxiety, stress and depression do not mean that a person cannot go to work. Springfield Mind aims to increase mental health awareness, challenging stigma in the work-place, thereby enabling people to cope with their conditions, to focus on their job, and to get on with their lives.

Springfield Mind will work with your organisation to design bespoke packages tailored to your business and its culture. This will empower employers to support their workforce and improve wellbeing in the workplace. This in turn may reduce levels of absence and improve employee morale.

For Employees

We offer one-to-one support for individuals to help them identify the early warning signs of stress, anxiety and depression. We will look at confidence building, coping strategies and effective communi-cation. The aim is to empower employees to stay healthy at work.

Please contact us for more details on 01789 298615 or email: [email protected]

Books on prescriptionAt Springfield Mind we run the ‘Books On Prescription’ scheme. This means when your GP or mental health professional gives you a book prescription you can:• Take it to your local library and hand it to a member of staff who will support you to find the right book. It doesn’t matter if you are not a member of the library.• Bring it to one of our hubs at Stratford upon Avon or Leamington Spa and our staff will guide you through the selection.Books are loaned for three weeks, however, if you haven’t finished reading them and no one else is waiting you are able to keep them for a further three weeks.All books available are recommended by health professionals. They can help you learn about and manage a range of common mental health problems. We also have a selection of books on dementia.

Spring�eld Mind is committed to supporting the following conditions:

• Mental Health Distress• Dementia• Autistic Spectrum to name but a few ...

For more informationFor further information, or to arrange an appointment, you can call our centres in Leamington and Stratford-Upon-Avon on

01789 298615or you can visit us online atwww.springfieldmind.org.uk

The support I received helped meenormously, thanks so much.Stratford client

Affiliated to National Mind

here for your support and wellbeing

Mental health factsAt least one in four people experience a diagnosable mental health problem in any one year, and one in six experiences this at any one time.




Whether you need one-to one support for yourself, help for a relative or just to be with other people on their journey to recovery, you'll be met with a friendly face and a warm welcome at Springfield.

People come to talk or ask questions about all sorts of things, for example:• Navigation of mental health services

• Carer support

• Managing mental wellbeing

• How to lead a healthier lifestyle

• Drug and alcohol issues

• Family and relationships

• Employment or work-related issues

• Education or volunteering

• Debt and finance advice

• Housing and accommodation

• Volunteer opportunities

• Activities

You don't need a referral, so please feel free to call 01789 298615 or come to one of our Wellbeing Hubs.

17

For better mental health

Wellbeing Drop In Hub servicesOur Wellbeing Drop In Hubs provide an informal, safe and friendly place for people with mental health problems to gain both group and individual support, information and an opportunity to meet new people and share experiences. In addition we also provide 6 free half hour slots for individuals to discuss any issues which may be troubling them. Its free of charge and no appointment or referral is necessary, just drop in for a cuppa and a chat.

Stratford upon Avon Wellbeing Drop In HubThe Saltway CentreAlcester RoadStratford upon AvonCV37 9DDTel: 01789 298615

Leamington Spa Wellbeing Drop In Hub2 Southborough TerraceLeamington SpaCV31 2DTTel: 01926 881227

Working in partnership withWarwickshire County Council

Wellbeing at workFor Employers

Mental Health issues such as anxiety, stress and depression do not mean that a person cannot go to work. Springfield Mind aims to increase mental health awareness, challenging stigma in the work-place, thereby enabling people to cope with their conditions, to focus on their job, and to get on with their lives.

Springfield Mind will work with your organisation to design bespoke packages tailored to your business and its culture. This will empower employers to support their workforce and improve wellbeing in the workplace. This in turn may reduce levels of absence and improve employee morale.

For Employees

We offer one-to-one support for individuals to help them identify the early warning signs of stress, anxiety and depression. We will look at confidence building, coping strategies and effective communi-cation. The aim is to empower employees to stay healthy at work.

Please contact us for more details on 01789 298615 or email: [email protected]

Books on prescriptionAt Springfield Mind we run the ‘Books On Prescription’ scheme. This means when your GP or mental health professional gives you a book prescription you can:• Take it to your local library and hand it to a member of staff who will support you to find the right book. It doesn’t matter if you are not a member of the library.• Bring it to one of our hubs at Stratford upon Avon or Leamington Spa and our staff will guide you through the selection.Books are loaned for three weeks, however, if you haven’t finished reading them and no one else is waiting you are able to keep them for a further three weeks.All books available are recommended by health professionals. They can help you learn about and manage a range of common mental health problems. We also have a selection of books on dementia.

Spring�eld Mind is committed to supporting the following conditions:

• Mental Health Distress• Dementia• Autistic Spectrum to name but a few ...

For more informationFor further information, or to arrange an appointment, you can call our centres in Leamington and Stratford-Upon-Avon on

01789 298615or you can visit us online atwww.springfieldmind.org.uk

The support I received helped meenormously, thanks so much.Stratford client

Affiliated to National Mind

here for your support and wellbeing

Mental health factsAt least one in four people experience a diagnosable mental health problem in any one year, and one in six experiences this at any one time.




Whether you need one-to one support for yourself, help for a relative or just to be with other people on their journey to recovery, you'll be met with a friendly face and a warm welcome at Springfield.

People come to talk or ask questions about all sorts of things, for example:• Navigation of mental health services

• Carer support

• Managing mental wellbeing

• How to lead a healthier lifestyle

• Drug and alcohol issues

• Family and relationships

• Employment or work-related issues

• Education or volunteering

• Debt and finance advice

• Housing and accommodation

• Volunteer opportunities

• Activities

You don't need a referral, so please feel free to call 01789 298615 or come to one of our Wellbeing Hubs.

18

LIVING WITH A DISABILITY

Living with a Disability Disabled people are often talked about as though they form one group. But every disabled person faces different challenges and health conditions.

The Equality Act 2010 defines a disabled person as anyone who has a physical or mental impairment that has a substantial and long-term adverse effect on his or her ability to carry out day-to-day activities.

These impairments include:• Loss of limbs• Multiple Sclerosis• Heart disease• Down’s Syndrome• Learning difficulties• Mental health problems, such as depression and anxiety

Older people are more likely to develop a disability and most disabled people are adults. More than 11 million people in the UK are disabled, around 6% of whom are children.

More people are living with a disability now than in the past because we’re living longer, and improved medical treatments are enabling more people to manage long-term health problems.

Disabilities of any kind present challenges, but this doesn’t mean that life with a disability can’t be fulfilling. For most people, a fulfilling life means having control over their day-to-day activities and being able to choose how they live.

More than 1 million disabled people live alone in the UK, and many more lead independent lives with help.

For a lot of people, independent life also means being employed. Half of the UK’s disabled people are in jobs, but it should be more.

Only 17% of disabled people are born with their disability. Most disabled people have had to adjust to their disability as adults.

If you become disabled through accident, illness or a deteriorating medical condition, life will change significantly. But with the right support, you can often continue to live in your own home, remain in employment and enjoy an independent life.

Disability will inevitably bring new challenges, but it should never stop you living a happy fulfilling life.

It’s against the law for anyone to discriminate against you because of your disability. This means that you’re entitled to fair treatment in the workplace when it comes to recruitment, promotion and pay.

It also means that service providers, such as shops, post offices, leisure facilities and places of worship, are legally obliged to ensure that you can reach them.

At first, you may feel confused, depressed or anxious about your life in the future. Often, newly disabled people shy away from organisations that might help them, but contact with people who face similar challenges is really important.

19

Telephone: 020 7250 8181www.disabilityrightsuk.org

Tel: 0808 800 0082www.equalityadvisoryservice.com

Telephone: 0844 800 4361www.carers.org

Telephone: 0808 808 7777www.carersuk.org

Helpline: 0845 026 4748www.ncil.org.uk

Telephone: 01904 621115www.familyfund.org.uk

Telephone: 0207 092 6108www.disabilitymatters.org.uk

20

ADVOCACY SERVICES

Advocacy services help people – particularly those who are most vulnerable in society – to:

• access information and services

• be involved in decisions about their lives

• explore choices and options

• defend and promote their rights and responsibilities

• speak out about issues that matter to them

What is an advocate?

An advocacy service is provided by an advocate who is independent of social services and the NHS, and who isn’t part of your family or one of your friends.

An advocate’s role includes arguing your case when you need them to, and making sure the correct procedures are followed by your health and social care services.

Being independent means they are there to represent your wishes without giving their personal opinion and without representing the views of the NHS or the local authority.

An advocate might help you access information you need or go with you to meetings or interviews in a supportive role. You may want your advocate to write letters on your behalf, or speak for you in situations where you don’t feel able to speak for yourself.

Advocacy and disability organisations

People with learning or physical disabilities can often struggle to be listened to and have their wishes understood. SEAP is an organisation that provides advocacy support, and wants everyone to “have their voice heard on issues that are important to them within health and social care services”.

It also provides training for advocates, volunteers and professionals who need to understand the role of advocacy in health and social care services.

The British Institute of Learning Disabilities (BILD) works with people with learning disabilities and their families to make sure they have the right support to make choices and decisions about their own lives.

Mencap’s advocacy service enables people with a learning disability to speak up and make decisions about things that are important to them, while their Empower Me service provides personalised advocacy support for people with a learning disability. It aims to help people develop the skills, confidence and knowledge needed to voice concerns and secure rights.

Advocates from the charity VoiceAbility can help you get your voice heard and involved in making key decisions about your care and health needs.

Voiceability specialises in working with vulnerable people, such as those who have a disability, communication difficulties, mental health needs, and those who lack capacity, or those who have no one else to support them.

Many local councils fund local advocacy services and some hospitals do too. To find out if there are any in your area, you can contact your local council or check its website: www.warwickshire.gov.ukFind out more at: www.seap.org.uk www.bild.org.uk www.mencap.org.uk www.voiceability.org

The Mental Capacity Act(MCA)

Helping people to make decisions

Search Mental Capacity Act online for more information.

Examples of conditions which maya�ect someone's ability to make decisions are:

Dementia, a learning disability, a brain injury, a mental health condition,

a stroke or drug/alcohol problems.

When making decisions about aperson's care or treatment it is vital that:

The Mental Capacity Act is an act of lawthat applies to people

who are aged 16 or over.

Friends and family are consultedThe person's own wishes are considered

Checks are carried out to see if plans have already been made - for example, are there

any legal powers in place.

PLANNING FOR YOUR FUTURE CARE NEEDS

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

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

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

Few of us will have the income or ready access to the cash to pay for their ongoing care needs. Often people find that they need to sell or remortgage their home to pay for care or enter into an equity release scheme. Before taking such significant financial steps it is advisable to get proper independent financial advice.

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

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

What benefits are you entitled to?Financial support is available whether you need help to live safely and comfortably in your own home, or you need to move into a care home. What’s more, not all benefits are means-tested. Disability benefits that help with personal care needs or the extra costs of getting around don’t take your income or savings into account

NHS Continuing Care fundingIf you have a disability or complex medical problem, you might qualify for free NHS Continuing Care. Not many people know about it, so it’s important to find out if you’re eligible and get an assessment.

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

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

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

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Advice and guides to help improve your �nances

Tools and calculators to help you keep track and plan ahead

Support in person, over the phone and online

Free and impartial moneyadvice, set up by government

www.moneyadviceservice.org.uk

Give us a call for free and impartial money advice.

0300 500 5000 * Monday to Friday, 8am to 8pm - Saturday, 9am to 1pm

Sunday and Bank Holidays, closed* Calls cost the same as calling an 01 or 02 number.

If you have a “free minutes” call package, check with your provider that 03 numbers are included.

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

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

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

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

The money must be repaid within 56 days if you sell your home or you leave the care home.

If you die, the money must be repaid within 90 days of your death.

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

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

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

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PLANNING FOR YOUR FUTURE CARE NEEDS

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

Find out more about paying for care on thewebsites of:

www.ageuk.org.uk

www.carersuk.org

www.findmegoodcare.co.uk

www.moneyadviceservice.org.uk

www.societyoflaterlifeadvisers.co.uk

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

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SUPPORT FOR CARERS

There are 6.5 million carers in the UK which is one in 10 of the population. In Rugby there are over 18,000 carers which equates to 11 per cent of the populationAsk for a Carers’ assessmentThe Care Act 2014 makes carer’s assessments more widely available to people in caring roles Local authorities now have a legal duty to assess any carer who requests one or who appears to need support

If you provide care and support to an adult friend or family member, you may be eligible for support from your local council. This support could include being offered money to pay for things that make caring easier. Or the local authority might offer practical support, such as arranging for someone to step in when you need a short break. It could also put you in touch with local support groups so you have people to talk to.

A carer’s assessment is a discussion between you and a trained person either from the council or an organisation working on behalf of the council.

The assessment will consider the impact the care and support you provide is having on your own wellbeing, as well as important aspects of the rest of your life, including the things you want to achieve day-to-day. It must also consider other important issues, such as whether you are able or willing to carry on caring, whether you work or want to work, and whether you want to study or do more socially.

A carer’s assessment looks at the different ways caring affects your life, and works out how you can carry on doing the things that are important to you and your family. It covers your caring role, your feelings about caring, your physical, mental and emotional health, and how caring affects your work, leisure, education, wider family and relationships.

Your physical, mental and emotional wellbeing should be at the heart of this assessment. This means that you can tell the council how caring for someone is affecting your life and what you want to be able to do in your day-to-day life.

A carer’s assessment should also look at your own interests and commitments to see if and how they are disrupted by your role as a carer. One of the most important parts of your carer’s assessment will be a discussion about your wishes concerning going to work, training or leisure activities.

Your decision to be a carerWhen your carer’s assessment is done, no assumptions should be made about your willingness to be a carer. This can be a very sensitive area, because many of us feel that we have a duty to those we care for. We sometimes rule out other options because we feel we have no choice.

You have the right to choose:• whether to be a carer at all • how much care you are willing to provide• the type of care you are willing to provide

When assessing your needs, social services must consider whether your role as a carer is sustainable.

The assessment is about your needs and therefore you should:• have a reasonably detailed discussion about all the matters relevant to you• have the assessment in private if you want to, at a convenient time and place for you• get relevant information, including about welfare benefits you could claim and details of other services • have a chance to identify the outcomes that you want; any services should be appropriate for you and meet your needs • be given flexibility and innovation in identifying services that may meet your needs • have an opportunity to give feedback about the assessment

Getting an assessmentPlease ring 01926 410410 or visitwww.warwickshire.gov.uk/carersassessment

Alternatively, if the person you care for is being assessed by a social care practitioner, speak to them about how you can have your needs assessed and they will be able to offer you information and advice about this.

Choose your stay based on your individual needsContact: 01926 641739 | www.kineton-manor.co.uk

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Are you a Carer?If you are looking after an ill, disabled or frail elderly relative or friend, you should

recognise yourself as a carer.Carers can get a range of support from social care,

and can be vital for helping arrange social care support for the person they care for. There are

charities that support particular groups of carers, including sibling carers and young carers.

In April 2015, the Care Act 2014 and the Children and Families Act 2014 came into force, and have

strengthened the rights of carers in the social care system. As a carer, you no longer have to request an assessment – social services should o�er you one if you appear to have or will have needs for support.

There are also new national rules for deciding who is eligible for care and support.

If you want to talk to someone about how to get support as a carer call the

Carers Direct helpline on0300 123 1053

We are here to help please call 01788 571776

or 07787 413263www.caringhelpathome.co.uk

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CHOOSING THE RIGHT HOME CARE AGENCY

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

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

About the carers• Will I have a regular carer?

• What will happen if my regular carer is off sick?

• What happens if a carer is unable to get to me because of adverse weather conditions or a traffic accident?

• How many different carers are likely to visit me?

• What sort of training do the carers receive? Do they have an induction period? How often is their training updated?

• What qualifications do they have?

• Will carers keep written records of the care that has been given, and accurate timesheets for me to sign?

• Can copies of the records be sent to me if I want them?

About your needs• How will you match the most suitable carer to my needs?

• Will you be able to find carer(s) that can visit at the time I need care?

• What happens if a carer and myself are incompatible? Could a different carer be requested?

• What happens in the event of a medical emergency? Will the agency carer stay with my relative until help comes? Will they notify me of any problems?

• How will carers get into my home if I cannot answer the door? How will that information be kept secure?

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

There are four ratings given to home care providers: outstanding, good, requires improvement and inadequate

before making a decision we strongly advise that you read their latest report.

OutstandingThe service is performing exceptionally well.

GoodThe service is performing well and meeting our expectations.

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

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

CQC RatingsBy law, all home care providers have to display the ratings the (CQC) Care Quality Commission gives them. They must

display them in the places that people who use their services can easily see them. They must also show their ratings on their

website, if they have one. It’s important to have the right information and advice when you’re choosing the right home

care agency, either for you or a loved one.

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

CHOOSING THE RIGHT CARE HOME

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Care homes may be arranged through the local authority but many people will want to arrange them independently. It is a good idea to visit several homes before making a choice. Make sure you spend enough time in each home to get a good idea of what it is like.

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

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

Choosing a care home

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

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

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

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

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

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

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

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

Check the care home’s official inspection report

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

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

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

Choice of accommodationThe law says that where the local authority is funding accommodation it must allow the person entering residential care to choose which care home they would prefer. Social services must first agree that the home is suitable for the person’s needs and that it would not cost more than they would normally pay for a home that would meet those needs. If the person chooses to go into a more expensive home, a relative or friend may be able to ‘top up’ the difference in cost.

What your choices areA list of all nursing and residential care homes within your locality can be found on the following pages. Every care home in England must be registered with the national regulatory bodyCare Quality Commission (CQC).

They inspect each care home on a regular basis and write an inspection report for you to read. It is advisable to read this report before making a final decision.

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

Rugby: Drovers House, Westands, Dewar Close

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RESIDENTIAL, NURSING HOMES & DOMICILIARY

Residential Homes Address PostcodeArea Telephone

Domiciliary Care Agencies Address PostcodeArea Telephone

Nursing Homes Address PostcodeArea Telephone

Data correct with CQC

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care home, RugbyDewar Close

care home, RugbyDrovers House

care home, RugbyWestands

A�ected by dementia?Call the National Demential Helpline

for support and information on0300 222 1122

www.alzheimers.org.uk

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GPs, GP SURGERIES & PHARMACIES

Data correct with NHS Choices

GPs & GP Surgeries Address PostcodeArea Telephone

Pharmacies Address PostcodeArea Telephone

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DENTISTS & OPTICIANS

Data correct with NHS Choices

Dentists Address PostcodeArea Telephone

Opticians Address PostcodeArea Telephone

Leave feedback

Rate this service provider

Pharmacy

Warwickshire

Whether you’ve had a positive experience or there is room for improvement, have your say on the Healthwatch Warwickshire website today. You can even leave feedback anonymously.

We want to hear about the care you received from a local healthcare service

Warwickshire

Telephone: 01926 422823 | Email: [email protected] www.healthwatchwarwickshire.co.uk

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EXPRESSING COMPLAINTS & CONCERNS

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

WHEN SHOULD I COMPLAIN?

You should make your complaint as soon as possible. The NHS complaints procedure states that you should make your complaint within 12 months of either the event you are complaining about or as soon as the matter came to your attention. This time limit can be extended as long as the complaint can still be satisfactorily investigated so don’t let this prevent you from contacting NHS England about your complaint.

If you are unsure of the complaints process, you can ask the provider to give you a copy of the complaints procedure for the service you are unhappy about. This will tell you who to contact, how they handle your complaint and how they will learn from your complaint.

Please note that service providers and commissioners welcome all feedback from clients. The same contact details can also be used if you are pleased with the Service(s) you have used.

HOW TO COMPLAIN ABOUT NHS

TREATMENT INCLUDING:

GPs, Dentists, Pharmacies and Opticians

Stage One:

You can either complain directly to the provider of the service through their processes e.g. to the Practice Manager at your GP Surgery or you can complain directly to the commissioner (funder) of the Service i.e. NHS England.

NHS England PO Box 16738, Redditch B97 9PT

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

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

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

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

The PHSO undertakes independent investigations into complaints alleging that government departments and other public bodies in the UK, including NHS England, have not acted properly or fairly or have provided a poor service.

HOW TO COMPLAIN ABOUT HOSPITALS?

Raise problems with the staff in the first instance. Each hospital also has a Patient Advice and Liaison Service (PALS), which is an impartial, open and confidential service for people who would like information and advice about services or help to resolve concerns or problems when they are using the NHS. They provide information about the NHS complaints procedure and how to get independent help if you decide you want to make a complaint.

The Patient Advice and Liaison Servicemay be contacted on:

Telephone: 0800 212 445

We are here during office hours, though we may be busy helping other people. If no-one is available to take your call please leave a message on our answer phone and we will ring you back. We aim to return all messages, where possible, within two working days.

or in writing to:PALS, Coventry and WarwickshirePartnership NHS Trust, Wayside House,Wilsons Lane, Coventry, CV6 6NY

or via E-mail:[email protected]

We can explain the complaints procedures of service providers in ourarea or refer you to our Independent Complaints Advocacy service.Telephone: 01926 422823 • Email: [email protected] • www.healthwatchwarwickshire.co.uk

Supporting you if you have a complaint

Warwickshire

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

The main healthcare professionalregulators in England are:

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

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

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

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

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

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

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

HOW TO COMPLAIN ABOUT ADULT SOCIALCARE SERVICES?If your complaint is about an adult social care service provider, you can contact them directly. This will give the care service the chance to resolve any problem you may have and put things right for you.

However, if your complaint refers to an adultsocial care service funded by Warwickshire County Council, you can raise any concerns by the following ways:Going online at: www.warwickshire.gov.uk

Phone us on01926 414102

Write to us at:The Customer Relations TeamPO Box 9, Shire Hall,Warwick CY34 4RR


HOW TO COMPLAIN ABOUT CHILDREN’S,YOUNG PEOPLE AND FAMILY SERVICES?Going online at: www.warwickshire.gov.ukFor contact deails, see above.

If you are not satisfied with the final reply you get from the care service or your local council, you have the right to ask the Local Government Ombudsman to investigate your complaint.

Local Government OmbudsmanPO Box 4771, Coventry CV4 0EHTel: 0300 061 0614Use the on-line complaints form at: www.lgo.org.ukThe LGO Website provides a range of detailedguidance on making a complaint.

Care Quality Commission (CQC)

The CQC checks that hospitals, care homes, GPs, Dentists and services in your home are meeting national standards. They do not investigate complaints, but they welcome feedback and concerns about health and social care services.

CQC National Customer Service CentreCitygate, Gallowgate, Newcastle-upon-Tyne NE1 4PATel: 03000 61 6161Use their on-line form: www.cqc.org.ukThis Website also gives detailed guidance on howto complain.

EXPRESSING COMPLAINTS & CONCERNS

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Rugby warwickshire brochure for webt

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