Wigan Health & Social Care Signposting

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Health & Social CareSignposting DirectoryFor Wigan Borough

Issue 1

Your local spotlight on Health & Social Care services in theWigan Borough

ContentsCONTENTS

DisclaimerThis Directory has been compiled to signpost primary health and social care providers throughout the Wigan Borough.Whilst we have taken every care in compiling this publication, the publishers and promoters cannot accept responsibilityfor any inaccuracies.All listings are supplied via the Care Quality Commission (CQC) and NHS Choices. Neither Healthwatch Wigan norHealthCare Publications can be held responsible for any errors or omissions.All signposting services are up to date as of February 2015.A note on advertising: We offer businesses the chance to reach potential customers via this publication. It is our intention to clearly indicate that anadvertisement is being displayed and no endorsement or approval by the promoters of any product, service or supplier should be implied.

Healthwatch Wigan 1 – 4

NHS - Know Your Rights! 5 – 6

Free NHS Health Check 7 – 8

Understanding The Care Act - New Law April 2015 9 – 10

Healthy Living 11 – 12

Patient Choice Of GP Practices 13 – 14

GP & GP Surgeries in the Wigan Borough 15 – 16

Pharmacies in the Wigan Borough 17 – 18

Dentists in the Wigan Borough 19

Opticians in the Wigan Borough 20

Social Care & Independent Living 21 – 24

Personal Health Budgets 25

NHS Care 26

Recognising Dementia 27

Recognising Mental Health & Support 28

Are You A Carer? 29 – 30

Care in your Own Home in the Wigan Borough 31 – 32

Choosing Between Residential, Nursing & Independent Living 33 - 34

Residential Care Costs 35

Residential & Nursing Care in the Wigan Borough 36

Expressing Complaints & Concerns 37 - 38

Wigan Advice Network 39 - 40

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

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HEALTHWATCH WIGAN

Healthwatch is the name for the neworganisation that helps children, youngpeople and adults speak up about healthand social care locally.

At the heart of Healthwatch Wigan is our vision:

“To help citizens and communities get the best out of Health and Social Care servicesin the Borough of Wigan.”

As an organisation our main focus is to make surethat local people’s views and experiences of localservices are listened to, understood and actedupon by decision makers and service deliveryorganisations.

What are we responsible for?• Supporting people to share their views and concerns about health and social care services in Wigan

• Helping build a picture of where services are doing well and where they can be improved

• Providing authoritative, evidence based feedback to organisations responsible for fundingor delivering local health and social care services

• Working with Clinical Commissioning Groups to help make sure that service really are designed to meet local people’s needs

• Alerting Healthwatch England and the Care Quality Commission to concerns about specific care providers

Speaking up for youHealthwatch Wigan is independent and powerful; it influences decision makers in organisations thatprovide health and social care throughout theBorough.

• We gather the views and experiences of local people in a multitude of ways including surveys, research and by listening to the concerns, comments and compliments of people we meet at events, workshops and by monitoring the callsto our office.

• Having collected evidence, we analyse and reflect on this and report our findings to the people who provide the relevant service, to the commissioners who pay for that service, and if the issue needs escalating, to the Care Quality Commission and Healthwatch England.

We listen to youTo find out what you think of the health andsocial care services you come across.

• What needs changing?• What works well?• What services are missing?

We are always willing to attend or speak tovoluntary and community groups, health and socialcare support groups, schools, clubs etc...about ourwork and to invite people to tell us about theirexperiences of local health and social careprovision.

Healthwatch Wigan is part of a national networkof local Healthwatch organisations that wereestablished under the Health and Social CareAct 2012 and set up in April 2013.

Contact usHealthwatch Wigan

Wigan Life Centre (North Site),The Wiend, Wigan WN1 1NH

Office telephone: 01942 489737Email us at: [email protected]

Visit our website: www.healthwatchwigan.org

HEALTHWATCH WIGAN

Support the work of Healthwatch WiganVolunteers are at the heart of Healthwatch Wigan,as Directors and in a variety of other roles; theyare vital to our work and we are committed toensuring that anyone who volunteers with usenjoys, and benefits from, their volunteering.

• Are you passionate about health and social care?• Do you want to make a positive difference within your local community?

• Do you have a few hours to spare?• If so, why not volunteer with Healthwatch Wigan today!

Healthwatch Wigan's volunteer programme is opento anyone with an interest in helping local peopleto have their say on health & social care services inWigan Borough.

You don’t need any qualifications to be aHealthwatch volunteer, just a willingness to listenand talk, an open mind and a desire to raise thevoice of local people.

What volunteers will get from us

• Induction to the organisation• Training relevant to your role• Regular volunteer updates• Support and advice from the Healthwatch staff team

• Out-of-pocket expenses• The opportunity to meet new people• The opportunity to develop new and existing skills

• The opportunity to gain experience of volunteering for an organisation that champions local people's views about health & social care services

• The satisfaction of knowing you are making a difference to the work of Healthwatch Wigan

Why we want volunteersAs a new organisation with a small staff team weare looking to take on around 50 volunteers tosupport our work. We are looking to recruit peopleinto the following roles but, if you don't see a rolethat interests you, feel free to suggest other waysin which you could support Healthwatch Wigan.

Community Engagement Volunteer - help raiseawareness of Healthwatch Wigan and support &encourage people to share their views of health &social care services by speaking to people andgroups in your local community.

Enter & View Panel Member - help improve health& social care services by carrying out visits toproviders to observe the service in action, speak tostaff, patients and carers and consider whereimprovements could be made.

Event Volunteer - help raise awareness ofHealthwatch Wigan by attending, presenting atand/or running stalls at community events acrossWigan Borough.

Research & Copy Writing Volunteer - supportHealthwatch Wigan to act on concerns by carryingout desk research, holding conversations &interviews, analysing survey results and writingcopy for newsletters, press releases and theHealthwatch Wigan website.

Social Media Volunteer - help raise awareness ofHealthwatch Wigan by working with the team toplan and carry out social media campaigns usingTwitter, Facebook, YouTube, MailChimp and theHealthwatch Wigan website.

For more information about volunteering withHealthwatch Wigan, or for details about the roleslisted above, email:[email protected] or call: 01942 489737

Get InvolvedFor Healthwatch Wigan to be successful weneed local people to get involved. You can

support Healthwatch Wigan by:

Sharing your views and experiencesTaking part in surveys

Telling friends and family about usVolunteering your time"

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HEALTHWATCH WIGAN

Wigan’s health at a glanceThe health of people in Wigan Borough is variedcompared with the England average.

• About 12,000 children in Wigan Borough live in poverty. This is higher than the national average.

• Life expectancy for both men and women is lower than the England average.

• The difference in life expectancy between the most deprived areas and the most affluent areasof Wigan Borough is significant at 9.4 years lower for men and 8.5 years lower for women.

• Levels of teenage pregnancy, breast feeding take-up and smoking in pregnancy are worse than the England average.

• Alcohol-specific hospital stays among those under 18 is worse than the England average.

• Over the last 10 years, early death rates from cancer and from heart disease and stroke have fallen but remain worse than the England average.

• Estimated levels of adult 'healthy eating', smoking, physical activity and obesity are worse than the England average.

• In Year 6, 18.9% of children are classified as obese, this is equal to the England average.

• The rate of road injuries and deaths is better than the England average.

• 96,000 people in Wigan Borough are living with one or more long term conditions, including diabetes, asthma, heart disease, lung disease, dementia, stroke and arthritis.

• 5% of the population in Wigan Borough are living with diabetes with around 100 additional people being diagnosed each month.

Healthwatch Wigan prioritiesHealthwatch Wigan set up four sub groups, PrimaryCare; Secondary Care; Social Care; and PublicHealth, to identify, discuss and prioritise issues.Each group is made up of Healthwatch Wigan staff,directors and stakeholders, plus commissioners andservice providers.

Primary Care:

• Access to GPs - looking at a range of factors, including location of surgeries, barriers to accessand appointment systems, etc.

• Understanding the factors that affect people's choice of service, e.g. why people visit their GP with oral health problems instead of a Dentist

• Self-management of care - the group believe thisis an important part of making integrated care work

Secondary Care:

• Improving the hospital discharge process

• Improving access to services for people with disabilities

• Healthier Together public consultation

Social Care:

• Improving communication with Adult Social Care Teams

• Addressing concerns with regards to lack of clarity about pathways, including financial and needs assessment

• Investigating variation in services provided to people with the same level of need

• Legislation around disability access

Public Health:

• Ensuring local people are engaged in the development of the Joint Strategic Needs Assessment (the JSNA reports on the health and wellbeing needs of local people)

• Reviewing oral health and healthy living dentistry

• Use of social marketing, which applies commercial marketing strategies to promote public health

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SOME OF OUR KEY ACHIEVEMENTS

Patient Transport Service We heard numerous views about poor service beingprovided by the Non-Emergency Patient TransportService. These concerns were echoed in otherboroughs, so we decided to work with ourcolleagues across Greater Manchester toinvestigate, then produced a report based on ourfindings.

Our research involved a survey of nearly 575patients throughout Greater Manchester by theGreater Manchester Healthwatch Network,including 71 patients living in Wigan Borough.

• The research found that time keeping is a major problem with the service, with half of patients living in Wigan Borough saying they did not get to their appointment on time.

• Large numbers of patients also said they waited in excess of 90 minutes before they were taken home following their appointment; one third of the people from Wigan Borough reported waitingtwo hours or more.

• For patients, when combined with a delay in getting to their appointment this can make a short medical appointment turn into a very long day away from home.

Our report called on the service provider and thecommissioners of this service to makeimprovements so that citizens of Wigan Boroughreceive the good quality, safe and worry-freeservice they are entitled to. The provider andcommissioner have both responded positively:

• Arriva Transport Solutions have made improvements already to the planning and management of the services and are working closely with hospitals and discharge departmentsto improve the timeliness of the service and the information given to patients.

• Commissioners are taking on board the findings of our report in planning the new contract for the service from 2016.

In recognition of the joint work carried out toinvestigate non-emergency patient transport andthe subsequent report, Healthwatch Wigan, alongwith colleagues from local Healthwatch in GreaterManchester, won the Award for OutstandingCollaborative Project at the Healthwatch AnnualConference in July 2014.

Healthwatch Wigan, and our Greater Manchestercolleagues, continue to work on this issue.

Healthier Together responseHealthier Together is a review of health and care inGreater Manchester. It is a complicated programmewhich touches on aspects of primary care reform,developing integrated care and on transformationof services delivered within hospitals.In many waysHealthwatch Wigan has been at the forefront ofcriticism of the Healthier Together process –including front page articles in Wigan Evening Postand Observer highlighting the multi million poundmanagement costs of the project and the threat toemergency services in the Borough.

In the summer of 2014 the Healthier Togetherprogramme entered a period of formalconsultation with the public, during this period,Healthwatch Wigan were very busy observing andsupporting engagement activities. Many peoplespoke to us concerned that Healthier Together'stransport standards for journeys between hospitalswere impossible to achieve. As a result wedelivered a project to look into this, includingusing volunteers to test journey times.

High profile health commentator comes to WiganHealthwatch Wigan were delighted to host anevent in September 2014 for members of the localpublic and voluntary sectors and the Healthwatchnetwork in the North West to hear from Roy Lilleyon the major issues facing Health and Social Careservices. Roy, a former NHS Trust Chair, is anationally acclaimed, independent health policyanalyst, writer, broadcaster and commentator andthe editor of www.nhsmanagers.net In a thought-provoking and humorous speech, Roy shared the“nine things that keep me awake at night” withthe full house at DW stadium - inspection;complaints; whistle blowing; finance; serviceredesign; staff ratios; data; boards; and public health.

As well as listening to Roy's inspirational talk,delegates had the opportunity to put questions tohim, and a panel comprising of Director of SocialServices at Wigan Council, Stuart Cowley; ChiefExecutive at Wigan Wrightington Leigh NHS Trust,Andrew Foster; and Chief Operating Officer atWigan Borough CCG, Trish Anderson.

The panel agreed on the need to use all partners'strengths and really push the idea of collaborationacross services, with a great example being givenby an audience member of 999 services starting towork together across the Borough to reduce needfor paramedics to attend when not needed.

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NHS - KNOW YOUR RIGHTS!

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

• Pass on your reports of excellent services and care

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Our eight consumer principles are:• Essential Services• Access• A safe, dignified and quality service• Information and education• Choice• Being listened to• Being involved • A healthy environment

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

Contact Us:Office telephone: 01942 489737Write to us at: Healthwatch WiganWigan Life Centre (North Site),The Wiend, Wigan WN1 1NHEmail us at: [email protected] our website: www.healthwatchwigan.org

NHS - KNOW YOUR RIGHTS!

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FREE NHS HEALTH CHECK

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

These are:

• Being overweight

• Being physically inactive

• Not eating healthily

• Smoking

• Drinking too much alcohol

• High blood pressure

• High cholesterol

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

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

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

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

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

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

Who is it for?

The NHS Health Check scheme isavailable across Wigan.If a person is aged between 40 and 74 and hasn’talready been diagnosed with heart disease,diabetes, kidney disease, or had a stroke, theymay be invited by their GP for the NHS HealthCheck by letter, text or they may be offered theNHS Health Check when they are at their GP foranother reason.

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

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FREE NHS HEALTH CHECK

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

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

• The check will take about 20-30 minutes

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

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

• We’ll take your blood pressure

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

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

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

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

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

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

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

Questions you may have

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

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

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

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

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

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

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UNDERSTANDING THE CARE ACT - NEW LAW APRIL 2015

What is the Care Act? The Care Act is a new law about care and supportfor adults in England that will come into force inApril 2015, making one new law saying whatpeople can expect and what local authorities willhave to do.

The number of people in England who have healthproblems requiring both health and social care isincreasing. For example, in the next 20 years, thepercentage of people over 85 will double. Thismeans there are likely to be more people with‘complex health needs’ - more than one healthproblem - who require a combination of health and social care services.

Care and support is something that nearlyeveryone in this country will experience at somepoint in their lives; even if you don’t need careyourself, you will probably know a family memberor friend who does, or you may already care forsomeone. Until now it’s been almost impossible forpeople who need care, carers, and even those whomanage the care system, to understand how theprevious law affecting them worked. The Care Acthas created a single, modern law that makes itclear what kind of care people should expect.

To help make things clearer the government haveintroduced a minimum eligibility threshold acrossthe country - a set of rules that makes it clearwhen local authorities will have to provide supportto people. Until now, local authorities have beenable to decide this threshold themselves, meaningdecisions varied from place to place.

Most local authorities have had a one size fits allapproach to care. The focus has been on whatdisabilities someone has, or what services the local authority can provide, rather than on theindividuals needs. So for the first time the systemwill be built around each person -what they need,how they can best be cared for, and what theywant.

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

The main themes of the Care Act arearound promoting:• Wellbeing: giving people greater choice and control to be independent and providing advice and support.

• Carers entitlements and rights: carers will be entitled to their own assessments to see if they are eligible for support.

• A lifetime cap on care costs: there will be a limit to the amount you will have to pay for care in your lifetime (this will not come into force until April 2016). The lifetime cap on care costs will be £72,000 for people aged 65+. Local authorities must also help people to benefit from independent financial advice, so that they can get support to plan and prepare for the future costs of care.

• Advocacy: the local authority must find you an independent advocate who will help you and represent your best interests to get the right services if you are unable to do so.

• Keeping adults safe: This is the first time there as been a law telling local authorities what to do to help keep adults safe from abuse or neglect.

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UNDERSTANDING THE CARE ACT - NEW LAW APRIL 2015

How does the care act benefit carers?Currently, carers don’t have a legal right to receivesupport, although local authorities can providesupport at their discretion. This means that accessto assessment and the range of support on offercan vary considerably.

The Care Act gives local authorities a responsibilityto assess a carer’s needs for support, where thecarer appears to have such needs. This replacesthe existing law, which says that the carer must beproviding “a substantial amount of care on aregular basis” to qualify for an assessment. Thiswill mean more carers are able to have anassessment. The local authority will assess whetherthe carer has needs and what those needs may be.This assessment will consider the impact of caringon the carer. It will also consider the things that acarer wants to achieve in their own day-to-daylife. It must also consider other important issues,such as whether the carer is able or willing tocarry on caring, whether they work or want towork, and whether they want to study or do moresocially. If both the carer and the person they carefor agree, a combined assessment of both theirneeds can be undertaken.

Adults caring for disabled childrenAn adult caring for a disabled child can get supportthrough children’s services. This is usually the bestway to meet their needs, so they are not coveredby this Act.

However, there is provision in the Act for an adultcarer of a disabled child to ask for an assessmentof their caring needs before the child reaches 18.When a local authority carries out such anassessment, it has the power to provide support tothe 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 isavailable through an adult carers’ centre.

The Care Act and young carersThe Care Act does not deal with the assessment ofpeople under the age of 18 who care for others.However, young carers can be supported under thelaw relating to children. The Children and FamiliesAct gives young carers (and parent carers) similarrights to assessment as other carers have under theCare Act.

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

The RulesWell-being: Local Authorities must have services tomeet different people’s needs. They must alwaysthink about your wellbeing.

Information and advice: Local authorities willneed to provide comprehensive information andadvice about care and support services in theirlocal area. This will help people to understand howcare and support services work locally, the careand funding options available, and how people canaccess care and support services.

The Act clearly sets out what local authoritiesmust provide information on:

• what types of care and support are available – e.g. specialised dementia care, befriending services, reablement, personal assistance, residential care etc…

• the range of care and support services available to local people, i.e. what local providers offer certain types of services

• what process local people need to use to get care and support that is available

• where local people can find independent financial advice about care and support and helpthem to access it

• how people can raise concerns about the safety or wellbeing of someone who has care and support needs

Prevention: Local authorities must provide orarrange services that help prevent peopledeveloping needs for care and support or delaypeople deteriorating such that they would needongoing care and support.

Person-centred care and support: Person-centredcare is when people understand what is importantto you and give you the right care and support todo the things you want. The Local Authority mustinvolve you in writing and checking your plan.

Work and having a job: Local Authorities mustnow think about education, training and workwhen they look at the care and support you need.

To view The Care Act in further detail please visit: www.gov.uk/government/publications/care-act-2014-part-1-factsheets

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HEALTHY LIVING

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

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

For example, if you want to start exercising butyou're unsure how to, your GP can put you on theExercise on Referral scheme. These schemes arerun with local gyms and fitness centres and caninclude swimming. Ask at your GP practice formore information.

Your GP can also help you if you want to stopsmoking, for instance by enrolling you in a clinicwhere you’ll get support from other people whoare also trying to stop. Nicotine replacementtherapy and other stop smoking treatmentsprovided by your GP can also help you resistcravings and boost your chances of quittingsuccessfully. You're never too young or too old toswitch to a healthier lifestyle. Children who learnhealthy habits at a young age will benefit fromthem throughout their life. And giving up badhabits can improve your health at any age.

WLCT - Encouraging everyone to be active, creative and healthy.

At WLCT we know that by making healthier choicestoday we can all live better lives tomorrow. That'swhy every year we organise thousands of eventsand activities to encourage everyone - whatevertheir age or ability - to choose a healthier, happierlifestyle.

From our nationally recognised "Lose Weight FeelGreat" scheme to our Stroke RehabilitationProgramme - which is just one component of ourActive Living Referral Scheme. From confidenceboosters like WLCT Sports Development's Back toSport initiative to quality intervention programmessuch as our Active Living team's Let's Get Movin'programme for children and young people.

Every year we help thousands of people to changetheir lives for the better.

So whether it's cycling, walking, running, fallsprevention, weight loss or confidence buildingwe've got it covered.

Visit wlct.orglwigan for more information or call:

• Lose Weight Feel Great - 01942 496496 or email [email protected]• Active Living Referral Scheme - 01942 488481 or email [email protected]• Let's Get Movin' - 01942 828812 or email [email protected]• Back to Sport - Sports sessions targeting adults looking to get active - 01942 488480 or email [email protected]• Us Girls - Sports/Dance/Fitness sessions targeting females aged 16-25 years - 01942 488 480 or email [email protected]

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PATIENT CHOICE OF GP PRACTICES

During 2012 and 2013, the Departmentof Health ran a pilot scheme to explorehow patient choice of GP practice couldbe expanded. The Patient Choice Schemepilot was available in different parts ofEngland and offered patients new ways of accessing GP services outside their GPpractice's boundary area.As a result of this scheme, and following changesto GP contracts, all GP practices in England will befree to register new patients who live outside theirpractice boundary area from January 2015. Thismeans that you are able to join practices in moreconvenient locations, such as a practice near yourwork. The idea is to provide you with greaterchoice and to improve the quality of GP servicesover time, as GPs providing a good service arenaturally more popular. These new arrangements arevoluntary for GP practices. If the practice has nocapacity at the time or feels it is not clinicallyappropriate or practical for you to be registered so faraway from home then they can still refuse registration.The practice should explain their reason to you in detail.

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

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

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

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

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GP & GP SURGERIES IN THE WIGAN BOROUGH

GP & GP Surgery AddressPostcode Telephone

Data correct with NHS Choices - February 2015

NHS Ashton, Leigh and Wigan Health Information DeskMonday - Thursday 9:00am to 5:00pm and Friday 9:00am to 4:30pm

The Health desk provide services including: • Advice on access to local health services • Details and opening times for all local doctors, dentists, chemists and opticians in the Wigan Borough • Help and advice in registering or changing GP's and obtaining NHS dental treatment • Obtaining general health information or signposting to other health related agencies.

Tel: 01942 482711 • E-mail: [email protected] • Website: www.wiganboroughccg.nhs.ukMonday - Thursday 9:00am to 5:00pm and Friday 9:00am to 4:30pm

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GP & GP Surgery AddressPostcode Telephone

GP & GP SURGERIES IN THE WIGAN BOROUGH


If you have a complaint or concern about your GP or Practice?First raise it with the staff member concerned or the Practice Manager.

It may just be an issue of poor communication. Ask at your practice for a copy of their Complaints processto follow. If you are not happy with how they respond to your concerns then you can write to NHS Englandand they will allocate someone to look into your complaint.

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

If you want to help improve services in your GP practice you can join a Patient Participation Group. Ask at the practice for details of how to join yours.

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PHARMACIES IN THE WIGAN BOROUGH


Pharmacy / ChemistPostcode Address HLP EO Telephone

Your Pharmacy is there for youCommunity Pharmacies sit right at the heart of our communities and are trusted professionals. An estimated1.6 million people choose to visit a Pharmacy each day, of which 1.2 million do so for health-related reasonssuch as for their medicines and advice and to buy over the counter and other healthcare products.Community Pharmacies are perfectly placed to reach out to people everywhere so that they can maintaingood health and wellbeing. Many have extended opening hours and these are indicated in the columnmarked EO. HLP - Healthy Living Pharmacists • EO - Extended Opening

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Pharmacy / Chemist AddressPostcode Telephone

PHARMACIES IN THE WIGAN BOROUGH


HLP EO

Are you thinking about changing your lifestyle to improve your health?'Healthy Living Pharmacies' really make a difference to the local health population. Pharmacists and their teamshave been trained to go beyond the standard pharmacy services to help customers change unhealthy behavioursand maintain healthy lives. These Pharmacies can offer help and advice on stopping smoking, eating healthily,reducing alcohol intake and taking more physical activity.

HLP - Healthy Living Pharmacists • EO - Extended Opening

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DENTISTS IN THE WIGAN BOROUGH

Dentist AddressPostcode Telephone


Urgent / Emergency Care - Tel: 01942 614390 If someone is in pain during the day they should contact their own dentist for urgent treatment. Anyone thatdoes not have his or her own dentist should contact the In Hours Dental Access Service on the telephonenumber given above. The service is run from surgeries in different parts of the area so the patient may haveto travel and will only receive treatment to get them out of pain.

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OPTICIANS IN THE WIGAN BOROUGH

Optician AddressPostcode Telephone


Regular eye Tests are InmportantIt’s recommended that adults have their eyes tested every two years, unless their ophthalmic practitioneradvises them to have a sight test more often than that.Your employer may pay for this test for you so ask foradvice on this, and if you are over 60 your test is free of charge.A sight test will also include a general healthcheck that can pick up early signs of eye disease before you’re aware of any symptoms.

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SOCIAL CARE & INDEPENDENT LIVING

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

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

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

Wigan Council should:

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

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

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

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

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

Your rights and entitlementsIn most cases, you shouldn’t have to actively exertyour rights in regards to the care that you receive.However, if you feel you are being unjustly treatedin breach of your rights, you may want to takeaction.

You can do this by telling someone you trust,seeking help from Healthwatch Wigan orcontacting the local authority team in charge of‘safeguarding’. Under UK law, you should be lookedafter and treated fairly and with dignity wheneveryou are given social care services. This applies toeveryone, regardless of where they are given careand who does the caring.

Other laws may also protect you fromdiscrimination because of who you are, includingsome protection for carers under the rulesdesigned to protect disabled people. For example,if you are an older person, this should not stop youfrom having treatment similar to that which ayounger person would be given.

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

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What social care support can I get?Many people’s first impression or thoughts of socialcare might be a residential care home. In fact,there’s a wide variety of social care servicesavailable and most who need social care supportwill be able to have care provided in their home.The kind of social care support that you can getdepends largely on your needs. This means thetype of condition you have, or the severity of yourdisability. For example, if you have a neurologicalproblem that causes you to have trouble walkingyou may simply require some equipment to helpyou remain mobile and independent. However, ifyou have a significant neurological problem thatseriously affects your mental capacity or ability tomove and look after yourself, you are likely toneed a much wider range of social care services.Itis worth taking time to think about your specificneeds and what you think you might need to helpyou 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 yourlife. The ability for you to remain independentsometimes hinges on small factors and tools, suchas a jar gripper (to help you remove lids) or waysto raise your seat (so that you can get up moreeasily), which can make all the difference.However, equipment can also help with weightierissues, for example, hoists to help people withmobility problems get on and off chairs or toilets,or in and out of the bath or bed. The equipmentyou may be able to access could includemonitoring devices that check whether you haveleft the house if you have a condition, such asdementia, that causes confusion and wandering.

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

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

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

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

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

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Residential care If living at home is no longer a realistic or practical option, you may want to considerresidential care. There are many different types of ‘residential care’ – it may mean a permanent move intoa care home for older people, or it could be a stay in a home for younger adults with disabilities, or a homefor children. Residential care may be privately owned, or run by a charity or the local authority.

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

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

Support for carers You’re a carer if you’re looking after a person who is disabled, has a long-termhealth condition or is elderly and frail. Carers can get help with their caring role, and by enabling theperson they care for to get the support they need, they can make their own life easier. For example, it’simportant that carers have time for themselves, and one of the best ways to arrange breaks from caring isto ensure that you have had a carer’s assessment. This will help identify how substantial and demandingyour caring is and how much support you are likely to need. If you are looking after a child with a learningdisability or similar, you should also consider the support that your child will need with their education.Again, talk to your local authority to discuss the types of support you might be able to get.

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PERSONAL HEALTH BUDGETS

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

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

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

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

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

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

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

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

A personal budget is for your social care andsupport needs.

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

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

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

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

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

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

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

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NHS CARE

NHS care The NHS is responsible for fundingcertain types of healthcare and equipment youmay need. In some situations, the NHS is alsoresponsible for meeting care needs. This is usuallywhen someone’s need is mainly for healthcarerather than social care. NHS care could beprovided in hospital but it can also be insomeone’s own home or elsewhere in thecommunity.

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

NHS continuing healthcare If the person youcare for has very severe and complex healthneeds, they may qualify for NHS continuinghealthcare. This is an ongoing package of carethat’s fully funded by the NHS.

Nursing care If someone goes into a residentialcare home but needs some element of nursingcare, they’ll get a payment from the NHS to helppay for their nursing care. This is called aregistered nursing care contribution (RNCC).

Intermediate care Some people can be eligiblefor intermediate care from the NHS. This isprovided on a short-term basis and is intended tohelp people recover from an injury or illness andstay independent. Intermediate care is oftenprovided to elderly people who are beingdischarged from hospital, and may help someoneto keep living in their own home rather thanmoving into a care home.

Aftercare People who were previously detainedin hospital under certain sections of the MentalHealth Act will have their aftercare servicesprovided free.

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RECOGNISING DEMENTIA

Can dementia be prevented?There is no certain way to prevent all types ofdementia.However, a healthy lifestyle can helplower your risk of developing dementia when youare older. It can also prevent cardiovasculardiseases, such as strokes and heart attacks.

To reduce your risk of developing dementia andother serious health conditions, it's recommendedthat you:

• eat a healthy diet• maintain a healthy weight• exercise regularly• don't drink too much alcohol• stop smoking (if you smoke)• make sure to keep your blood pressure at a healthy level

Dementia is caused by damage in the brain. Themost common causes of dementia are calledneurodegenerative diseases, and includeAlzheimer's disease, frontotemporal dementia, anddementia with Lewy bodies. With these diseases,the brain cells degenerate and die more quicklythan is part of the normal ageing process. Thisleads to a decline in a person's mental and,sometimes, physical abilities. The gradual changesand damage to brain cells are caused by a build-upof abnormal proteins in the brain.

These abnormal proteins are different in each typeof neurodegenerative dementia. In most cases,dementia is not inherited directly from familymembers. However, a small number of cases ofAlzheimer's disease and frontotemporal dementiacan run in families.

Dementia, and the difficulties it causes, is one ofthe most feared health conditions. People withdementia and their families are sometimesreluctant to seek advice when concerned aboutmemory or other problems. But there are manypotential benefits to getting medical advice ifyou're worried.

Being diagnosed early is important for manyreasons. It helps you to get the right treatmentsand to find the best sources of support, as well asto make decisions about the future.

If you or someone you know is worried aboutbecoming increasingly forgetful, particularly ifthey're older than 65, you should talk to yourdoctor about the possibility of dementia. They maybe able to reassure you that you don't havedementia but, if you do, an early diagnosis canhelp you get the right treatment and support.

What are the signs of dementia?Dementia is not a single illness but a group ofsymptoms caused by damage to the brain.

You should look out for:

• memory loss, such as remembering past events much more easily than recent ones

• problems thinking or reasoning, or finding it hard to follow conversations or TV programmes

• feeling anxious, depressed or angry about memory loss, or feeling confused, even when in a familiar environment

What to expect when you see your GPabout dementiaYour GP will ask about your symptoms and otheraspects of your health, and will give you a physicalexamination. The doctor will organise some bloodtests and ask about any medication you are taking,as these can sometimes cause symptoms similar todementia.

You will also be asked some questions or givensome mental exercises to measure any problemswith your memory or your ability to think clearly. Ifyou are diagnosed with dementia, unless youdecide otherwise, your doctor or a member oftheir team should explain to you and your family.

• the type of dementia that you have, or if it is not clear, what the plan to further investigate will entail. Sometimes, despite investigations, a diagnosis may not be clear, in which case the doctors will review you again after a period of time to reassess you• details about symptoms and how the illness might develop• treatments• care and support services in your area• support groups and voluntary organisations for people with dementia and their families and carers• advocacy services• where you can find financial and legal advice

What causes Dementia?

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RECOGNISING MENTAL HEALTH & SUPPORT

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

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

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

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

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

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

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

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

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

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

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

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

Support and advice for people living with mental illness.

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

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

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

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

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

Confidential support for people experiencingfeelings of distress or despair.

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

www.samaritans.org.uk

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ARE YOU A CARER?

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Local and specialist helpOur helpline advisers can put you in touch withspecialist national or local sources of help,including social care, healthcare and self-helpnetworks and resources.

The Carers Direct helpline doesn't provide personalfinancial, medical or legal advice and doesn'tprovide casework, advocacy, representation,counselling or emotional support. But our adviserscan help you get in touch with people who doprovide these services.

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CARE IN YOUR OWN HOME

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

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

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

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

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

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

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

Direct Payments

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

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

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

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

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

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

• Elderly people who need community care services

Choosing Direct Payments

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

It's possible to try direct payments by asking socialservices for a direct payment for some of yoursupport while you continue to get your othersupport directly from social services.

Direct payments can only be spent on things thatwill meet the assessed needs of the person gettingthem. If you spend a direct payment on somethingthat doesn't meet your needs, social services canrecover the money from you.

Everyone who gets support from social servicesshould have their needs reassessed at least once a year.

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Care ProviderPostcode Address Telephone

CARE IN YOUR OWN HOME IN THE WIGAN BOROUGH

Data correct with CQC - February 2015

33

CHOOSING BETWEEN RESIDENTIAL,

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

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

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

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

Choosing between residential care andindependent livingSocial services normally encourage younger adultswho they assess for support to be as independentas their circumstances allow. The care plan foradults with disabilities will consider whatindependent tasks they can carry out and how theycan be helped to achieve more. Even if adults havevery severe disabilities their needs are reviewedfrom time to time to check whether residentialcare or a very high level of support is stillappropriate.Supported living may be an option foryounger adults. This allows people to liveindependently in the community but with basicsupport. The support offered includes help withsetting up a home and managing finances, andassistance with cleaning and shopping.

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

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

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

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NURSING & INDEPENDENT LIVING

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

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

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

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

• Support for newly disabled people and their carers• Enabling someone to continue living independently if they live alone and suddenly require care

• Giving someone a chance to try potential future homes

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

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

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

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www.ageuk.org.uk

www.carersuk.org

www.findmegoodcare.co.uk

www.moneyadviceservice.org.uk

www.societyoflaterlifeadvisers.co.uk

RESIDENTIAL CARE COSTS

In some cases the residential care needed by theperson you're looking after may be paid for by theNHS under the NHS continuing care scheme. Thecare may also be provided free of charge becauseit is 'intermediate care'. It may be free because theperson you're looking after has previously been amental health inpatient. If this is the case, theservices are funded under the Mental Health Act.

Residential care is also free if the local authoritycould charge but decides not to do so. This canoccur if the stay in residential care is onlytemporary (normally less than eight weeks), or ifthe residential care is for a child. If none of theabove applies, the person you're looking after willbe given a financial assessment. This is also knownas a means-tested assessment. They will berequired to give information about their incomeand capital. There are rules that determine howincome and capital are treated. Some types,including benefits, can be disregarded. Thefinancial assessment will work out how much theperson you're looking after will be expected tocontribute towards the cost of their care home fees.

Owning PropertyThere are rules that explain how the property ofthe person you're looking after will be taken intoaccount In some cases it can be disregarded, this isthe case if a partner is still living in the property.

The capital limit for residential care is £23,250.Local authorities will investigate if they believethat the person you're looking after hasdeliberately reduced their capital to avoid payingcare home fees. There is a scheme called thedeferred payment scheme which allows someonewho goes into care to keep their property and stillget help from the local authority with paying carehome fees. The local authority recovers the feesfrom the proceeds when the property is sold. Thisscheme can also be used if there is a delay inselling a property.

Self-fundersAfter the means-tested assessment, the personyou're looking after may receive a decision thatthey will have to pay their own care home fees.People paying their own fees are referred to asself-funders. Self-funders will still receive adviceabout the arrangements for residential care. Oncea self-funder's capital reaches £23,250 the localauthority is responsible for helping out with thecare home fees. This will require another assessment.

Get personal advice on care fundingThe cost of care and support is likely to be a long-term commitment and may be substantial,particularly if you opt for residential care. If you ora member of the family need to pay for care in acare home, it’s important to seek advice tailoredto your individual needs.

The cost of your care will vary depending on itstype, intensity, specialisation, location andduration. For example, a place in a residentialcare home will cost hundreds of pounds a week.Decisions that have such financial implicationsshould be made with advice and only afterconsidering the costs of alternatives.

For example, the cost of a care home needs to beweighed against the cost of care and support thatmay help you remain in your existingaccommodation.

The costs of long-term care can be significant andhow you may wish to arrange to pay for it is a bigfinancial decision for most people. Cost can varyacross the country and different care homes willcharge different amounts based on the level ofcare needs, the quality of the accommodation, orthe area of England it is in.

Few of us will have the income or ready access tothe cash to pay for their ongoing care needs. Oftenpeople find that they need to sell or remortgagetheir home to pay for care or enter into an equityrelease scheme. Before taking such significantfinancial steps it is advisable to get properindependent financial advice. For advice on self-funding care, visit the Money Advice Service or theSociety of Later Life Advisers. You may also havepreviously arranged an investment or insuranceplan to fund your care. Again, it is worth takingindependent advice on these potentially significantfinancial arrangements.

Find out more about paying for care on thewebsites of:

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RESIDENTIAL & NURSING CARE IN THE WIGAN BOROUGH

Residential Homes AddressPostcode Telephone

Nursing & Residential Homes AddressPostcode Telephone


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EXPRESSING COMPLAINTS & CONCERNS

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

How to complainWho you contact to complain will depend on:

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

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

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

How to make a complaint about health careIf you are unhappy with the care you havereceived from the NHS, you have the right to make a complaint.

Ask to see a copy of the complaints procedurefor the NHS service you are unhappy about. Thiswill tell you who to contact, how they willhandle your complaint and how they will learnfrom your complaint. Where possible, youshould contact the NHS service (hospital, GPpractice, dentist etc.) directly. You can do thisin person, by telephone, email or letter. Thiswill give the NHS service a chance to sort outany problem you might have and put things rightfor you.

Complaints about primary care services(including GP, dental, pharmacy and optical)may be referred directly to the service provideror to NHS England on: 0300 311 2233 or email: [email protected]

Complaints about hospital, mental health orcommunity trust services may be referreddirectly to the service provider; for Wiganpatients the most common providers, with theircontacts are:

Wrightington, Wigan and Leigh NHS Foundation Trust, Patient relations,complaints and general comments:Tel: 01942 244 000Email: [email protected]

Bridgewater Community Healthcare NHS Trust, Patient relations, complaints and generalcomments: Patient Services Team: 0800 587 0562Email: [email protected]

5 Boroughs Partnership NHS Foundation TrustPatient relations, complaints and generalcomments: Tel: 01925 664000Web: www.5boroughspartnership.nhs.uk/your-views-and-feedback/

Complaints can also be made to NHS WiganBorough Clinical Commissioning Group (CCG) Governance Team, NHS Wigan Borough CCG, Wigan Life Centre, College Avenue, Wigan, WN1 1NJ

Tel: 01942 482880 (9am – 4pm Monday to Friday, excl. Bank Holidays)Email: [email protected]

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

to Health or Social Care contact:

Healthwatch WiganWigan Life Centre (North Site),The Wiend, Wigan WN1 1NH

Tel: 01942 489737

Email us: [email protected]


Text: 07585 846652Facebook: healthwatchwigan

Twitter: HWWigan

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EXPRESSING COMPLAINTS & CONCERNS

If you are not content with the reply you getIf you are not happy with the final reply fromthe care service or Wigan Council, you have theright to ask the Local Government Ombudsmanto investigate your complaint. This right applieswhether you pay for you privately fund yourown care or the Local Authority funds it.

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

How to make a complaint about Social care If you are unhappy with the care you havereceived from a care home, nursing home,home-care agency or other social care service,you have the right to make a complaint. If theservice is provided in a social care setting but isfunded by the NHS, e.g. dental services, youwill need to follow the NHS complaints process,‘How to complain about health care’ on theopposite page. Ask to see a copy of thecomplaints procedure for the care service youare unhappy about. This will tell you who tocontact, how they will handle your complaintand how they will learn from your complaint.Where possible, you should contact the careservice directly (care or nursing home, etc.).You can do this in person, by telephone, emailor letter. This will give the care service thechance to sort out any problem you may haveand put things right for you.

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

to Health or Social Care contact:

Healthwatch WiganWigan Life Centre (North Site),The Wiend, Wigan WN1 1NH

Tel: 01942 489737

Email us: [email protected]


Text: 07585 846652Facebook: healthwatchwigan

Twitter: HWWigan

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

The Parliamentary and Health ServiceOmbudsman, Millbank Tower, Millbank,London SW1P 4QPTel: 0345 015 4033 Email: [email protected] phone: 0300 061 4298 if you are deaf orhave problems using a standard telephonerequest a call by texting ‘call back’ with yourname and mobile number to 07624 813 005.

Adult Social Care: Complaints Speak to a member of the Complaints & QualityStandards Team, who can help you to expressyour views.

Write to us:Complaints & Quality Standards Team (Social Care), Wigan Council, ResourcesDirectorate, PO Box 100, WN1 3DS.

Phone Us: 01942 486175

Fill in the online complaints form:www.wigan.gov.uk/Council/Contact-us/Adult-social-care.aspx

If your concern is about a residential ornursing home, it may be appropriate tocontact:Care Quality Commission, NationalCorrespondence, Citygate, Gallowgate,Newcastle-Upon-Tyne, NE1 4PAPhone: 0300 061 6161Email: [email protected]

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BENEFITS ENQUIRY LINETel: 0800 055 6688www.entitledto.co.uk

HOUSING/ COUNCIL TAXTel: 01942 828 644

JOBSEEKER DIRECTTel: 0845 606 0234

MONEY ADVICE SERVICETel: 0300 500 000

www.moneyadviceservice.org.ukNATIONAL DEBT LINE

Tel: 0808 808 4000www.nationaldebtline.orgSHELTER HELPLINETel: 0808 800 4444 www.shelter.org.uk

HOUSING OPTIONS ADVICE CENTRETel: 01942 487 717www.walh.co.uk

WOMANS AID - 24HR HELPLINETel: 0808 200 0247

HOME HEAT HELPLINETel: 0800 336 699

www.homeheathelpline.org.ukMIND

Tel: 0300 123 3393www.mind.org.uk

SANETel: 0845 767 8000 www.sane.org.uk

RETHINK MENTAL ILLNESSTel: 0300 5000 927 www.rethink.org

CREATIVE SUPPORTTel: 01925 658 797

www.creativesupport.co.ukCRIMESTOPPERSTel: 0800 555 1111crimestoppers-uk.org

BROOK SEXUAL HEALTHTel: 01942 482 180

www.brookwiganandleigh.org.ukALCOHOL & DRUG SERVICE

Tel: 0800 389 4463NSPCC

Tel: 01942 418 430 www.nspcc.org.uk

RESPECTMENS DOMESTIC ABUSE ADVICE LINE

Tel: 0808 801 0327 www.respect.uk.net

CHILDLINETel: 0800 1111

www.childline.org.uk

USEFUL NUMBERS AND CONTACTS

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WIGAN ADVICE NETWORK PARTNERS

Organisation Web Telephone

Wigan Health & Social Care Signposting

Documents

Transcript of Wigan Health & Social Care Signposting