Health & Social CareSignposting Directory

2016/17

Your local spotlight onHealth & Social Carecovers services inSolihull

Solihull

Get Inv

olved

Have Your Say Ra

te Yo

ur Ca

re

NHS - Know Your Rights Free

NHS Hea

lth

Chec

k The Care Act: W

hat’s Changing &

What’s H

appening Common

Hea

lth Co

m-

plaint

s GPs, G

P Surgeries in Solihull Phar-

macies

in So

lihull

Dentists in Solihull Opt

i-

cians

in So

lihull

Social Care & Independent

Living Perso

nal H

ealth

Budg

ets R

ecognis

Reco

gnisi

ng M

ental

Hea

lth &

Supp

ort A

re

You a Carer? Plan

ning f

or Yo

ur Fu

ture C

are

Needs

GPs C

hoosing Between Care at

Home or a Care Hom

e Choo

sing t

he Ri

ght

Home C

are Ag

ency

Care in Your Own Home

Choo

sing t

he Ri

ght C

are H

ome i

n Soli

hull

Care in Your Own Home Ch

oosin

g the

Righ

t

Care

Home Care Residential & Nursing

Homes in So

lihull

Infor

mation

& Su

pport

Ex-

pressing Complaints & Concerns Get

In-

volve

d Have Your Say Get

Involv

ed H

ave

Your Say Rate

Your

Care

NHS - Know Your

For more informationvisit our website

www.healthexchange.org.ukCall us on

0800 158 35 35or email

info@healthexchange.org.uk

Do you live in Solihull?

Are you looking to make healthy lifestyle changes, sign up to a

social activity, or curious about your

health?

FREE Health Trainer ServiceSolihull Health Trainer service is a free health & wellbeing service offered to any Solihull resident aged over 16. This is a motivational service to help clients through a health change journey be that weight loss, increasing exercise, improving mental wellbeing, stopping smoking or reducing alcohol intake. This service is offered across 7 days a week at a time and place to suit you.

FREE Social Prescribing ServiceMedical prescriptions aren't always the answer. Our Social Prescribing service can provide you with a personal 'buddy' who will help you identify one or more social activities to improve your wellbeing and supporting you in getting started. This could be anything from cookery courses to dance classes - we have hundreds of varied activities to suit all ages! Browse through our Solihull Social Prescribing Directory and find an activity to suit you.http://socialprescribing.healthexchange.org.uk/

FREE NHS Health ChecksThese checks are for adults aged between 40 and 74, providing you with a midlife MOT that could spot early signs and help reduce your risk of developing Type 2 Diabetes, high blood pressure or heart disease.

Exclusive localhealth services for

all Solihull residents

What is Healthwatch Solihull 1Healthwatch Solihull 2Get Involved 3Rate Your Care 4Do You Really Need to See Your GP? 5 - 6Free NHS Health Check 7 - 8NHS Personal Health Budgets 9Living with a Disability 10Recognising Mental Health & Support 11Worried About Addiction? 12Patient Choice of GP Practices 13GPs & GP Surgeries in Solihull 14Pharmacies in Solihull 15 - 16Dentists in Solihull 17Opticians in Solihull 18Your Right to Social Care & Support 19 - 20What is Social Care? 21 - 22Support for Carers 23Planning For Your Future Care Needs 25 - 26Choosing the Right Home Care Agency 27 - 28Choosing the Right Care Home 29Residential & Nursing Homes in Solihull 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 admin@healthcarepublications.org 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 Solihull.

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 Solihull nor Healthcare Publications can be held responsible for any errors or omissions.

All signposting services are up to date as of March 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 Solihull or Healthcare Publications.

1

WHAT IS HEALTHWATCH SOLIHULL

What is Healthwatch Solihull?

Healthwatch Solihull is an independent consumer champion that has been formed to make local health and social care services better for people by ensuring that their views and experiences are taken into account by those entrusted to design and run services.Healthwatch Solihull was established in April 2013, in accordance with the Health and Social Care Act 2012, and is one of many local Healthwatch organisations in England.

Healthwatch Solihull has a seat on a number of strategic groups and boards responsible for the design and delivery of health and care services in Solihull, including the statutory Health and

Wellbeing Board

Our presence on these groups and boards enables us to ensure that local voices influence health and care decision makers.

At a national level, Healthwatch Solihull works closely with Healthwatch England, a statutory committee of the Care Quality Commission (CQC).

How Healthwatch Solihull works

We report any concerns about services to commissioners, providers and scrutiny. We do this by working with communities, including networks of voluntary organisations, people who use services and the public.

Healthwatch Solihull works with the Clinical Commissioning Group (CCG) and the Health and Wellbeing Board (HWB) to develop strategies based upon a robust evidence base, whilst maintaining the independence to challenge or corroborate strategies, practices and decisions.

We have a seat on the HWB so there is a strong independent voice right at the heart of decision making and designing improvements for outcomes influenced directly upon what people say.

We jointly take the lead on improving health and wellbeing outcomes and reducing health inequalities here in our local community.

We work with communities including networks of voluntary organisations, people who use services and the public to build up a picture of local needs and aspirations or people who use health and social care services and report any concerns about services to commissioners, providers and scrutiny.

Does Healthwatch Solihull provide a complaints advocacy service?

Healthwatch Solihull does not provide advocacy and advice regarding individual complaints, however we encourage complaints to come through us to enable us to refer them to the authorised advocacy organisations in the borough and monitor each referral and any developing trends.

HEALTHWATCH SOLIHULL

Website

These days, people are getting more and more used to leaving their feedback and rating the products and services that they use – the rise of websites like eBay and Trip Advisor are a testament to that. It is not unusual for people to consult reviews on Trip Advisor or similar sites before booking a holiday or leaving their experience of a hotel once they have used it. So why don’t we do it for our health and social care services?

We believe that in order to know how to improve services, we need to know how they are actually operating from those that have used them. We need to know what is going well and what isn’t so that we can learn from those that are doing it well and address the problems of those that aren’t.

To make it as easy as possible to leave your own experience, we have got our own review and rating system.

All you need to go is go to our website atwww.healthwatchsolihull.org.ukand use the online feedback centre in which feedback on any health and social service in Solihull can be reviewed and rated.

The feedback centre is straightforward to use and can be used on a variety of devices. Feedback can be left anonymously.

Share your experiences

Your feedback can make a difference. Everyone who uses health and social care services has the right to expect a high standard. In order to help those organisations achieve these standards – we need your help. That is why we actively encourage and welcome your feedback.

We will summarise your feedback and provide it to the organisations that deliver our health and social care services in Solihull. This will help them encourage and reward good practice as well as rectify problems. Your voice could really make a difference.

Find us online

You can also be kept up to date with the latest health & social care news, events and consultations via social media.

On our website:www.healthwatchsolihull.org.ukhas lots of useful information, is updated daily.

We regularly ‘tweet’ on Twitter: via @HealthwatchSOLlog on to find out what’s happening.

You can also follow us on facebook:Healthwatch Solihull

2

3

GET INVOLVED

Working together to positively shape health and social care

Let’s work together

If your organisation would like to work with us to help improve the health and social care services in Solihull, we would love to hear from you. We’re keen to discuss your ideas to see how we can work together to bring about effective and lasting change to benefit all members of society.

Get the Healthwatch Solihull Widget

For your organisation to get the greatest amount of value and insight, a ‘TripAdvisor’® style partner widget will be provided to you and all of your health or social care partners and will feature on their websites.

Widgets allow you to add Healthwatch Solihull content to your own website, as well as encouraging the public to leave feedback in a format they are familiar with.

In addition to sharing your latest reviews, the widget encourages open, transparent information exchange with the public. Positive feedback is a great way to demonstrate the success of your organisation, and our widget provides an independent, fully-verified process to do just that.

There is a choice of three widgets in horizontal and landscape form, in addition to one that provides a simple overall rating and a prompt to leave feedback for sites where space is limited.

The Healthwatch Solihull widget is as simple to add to your website as a YouTube video, however some technical web knowledge may be required. Healthwatch Solihull will provide the HTML to be added to your website source code, and our web team can assist with integrating the widget to your website when required

Widget Benefits:• Demonstrates transparency, confidence and credibility to patients in their own service

• Provides superb potential to improve search engine rankings

• Drives additional traffic from other websites via reviews

• Increases browse time on websites by up to 100% (feedback is the most common form of online research)

• Offers an essential tool for partners to understand how to improve their own services

• Provides an early warning system to get started and

• Requires very little resource to get started and minimum maintenance

Contact us today to find out how you can access the tool and the benefits of this service. The tool requires no technical knowledge to add to your site, and more information can be provided to your developers if required.

4

RATE YOUR CARE

We can make a difference, but we can’t do it without your feedback

These days, people are getting more and more used to leaving their feedback and rating the products and services that they use—the rise of websites like eBay and Trip advisor are a testament to that. It is not at all unusual for people to consult the reviews on Trip advisor before booking a holiday or leaving their experience of a hotel once they have used it. So why don’t we do it for our Health and Social care?

We believe that in order to know how to improve services, we need to know how they are actually operating from those that have used them. We need to know what is going well and what isn’t so that we can learn from those that are doing well and address the problems of those that aren’t.

To make it as easy as possible to leave your experience, we have got our own review and rating system. All you need to do is go onto our website at www.healthwatchsolihull.org.uk, search for the service (by name, location or by type) and leave as much or as little feedback as you like. Just tick the star rating or write us a full report—it’s up to you! You can even leave it anonymously, so you don’t need to worry about being identified.

In addition to letting you leave your feedback, you can check out what other people have said, how services in your area are rated and find contact information for services in your location. It works just as well on a mobile or tablet as it does on your computer screen too!

Giving feedback takes minutes, but the impact could last a lifetime!

We want to hear about the treatmentand care you have received.Whether you've had a positive experience orthere is room for improvement, have your sayon the Healthwatch Solihull website today.You can even leave feedback anonymously.

www.healthwatchsolihull.org.uk

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

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

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

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

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

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

Based on 8 reviews

Hobs Moat Medical CentreUlleries Road, Solihull, B92 8EDTel: 0121 742 5211www.hobsmoatmedicalcentre.co.uk

Based on 1 review

Eye Specialist Opticians83 Hobs Moat Road, Solihull, B92 9ADTel: 0121 742 6043NHS Patients accepted

Based on 1 review

Independent AdvocacyAvenue M, Stoneleigh Park, Coventry, CV8 2LGTel: 024 7669 7443www.independentadvocacy.org

Based on 1 review

SolihullHome Treatment TeamSolihull Hospital, Lode Lane, Solihull, B91 2JLTel: 0121 424 4739

Based on 2 reviews

Solihull HospitalLode Lane, Solihull, B91 2JLTel: 0121 424 2000www.heartofengland.nhs.uk

Based on 2 reviews

W.M. Brown (Kingshurst) Ltd351 Warwick Road, Solihull, B91 1BQTel: 0121 764 5505NHS Patients accepted

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

Based on 2 reviews

Arden Medical CentreDowning Close, Station Road, Knowle, Solihull, B93 0QATel: 01564 739194www.ardenmedicalcentre.co.uk

5

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.

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?

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 medicines, which contain painkillers and anti-sickness medicines for migraine, 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 only 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.

6

Who is it for?

The NHS Health Check scheme is available across Solihull.

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

7

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

8

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

NHS PERSONAL HEALTH BUDGETS

9

Personal Health BudgetsPersonal health budgets are being introduced by the NHS to help people manage their care in a way that suits them. They have been piloted in a number of places across England and, from April 2014, anyone receiving NHS continuing healthcare will have a right to ask for a personal health budget.

What is a Personal Health Budget?A personal health budget is an amount of money to support your identified health and wellbeing needs, planned and agreed between you and your local NHS team. The aim is to give people with long-term conditions and disabilities greater choice and control over the healthcare and support they receive. Personal health budgets work in a similar way to the personal budgets that many people are already using to manage and pay for their social care. Together with your NHS team (such as a GP) you will develop a care plan. The plan sets out your personal health and wellbeing needs, the health outcomes you want to achieve, the amount of money in the budget and how you are going to spend it.

You can use a personal health budget to pay for a wide range of items and services, including therapies, personal care and equipment. This will allow you more choice and control over the health services and care you receive.

You don’t have to change any healthcare or support that is working well for you just because you get a personal health budget, but if something isn’t working, you can change it.

Who can have a personal health budget?The first group to be able to ask for a personal health budget, from April 2014, will be people getting NHS continuing healthcare, which is NHS funded long-term health and personal care provided outside hospital. Local NHS organisations will be free to offer personal health budgets to other people if they think an individual will benefit. It is the Government’s long-term aim, to introduce a right to a personal health budget for people who would benefit from it.

Can I have a personal health budget as well as a personal budget for social care and support?

Yes. If you already have a personal budget for care and support from social services and your NHS team agrees, you can also have a personal health budget and ask for both to be combined.

Do I have to have a personal health budget?

No. If having a personal health budget does not work for you, your local NHS will provide the care you need as it has always done.

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

A personal budget is for your social care and support needs.

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

A direct payment is one way of managing these budgets, where you get the cash to buy the agreed care 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.

Disability Information and Advice Line Helpline: 0121 770 0333 • www.dialsolihull.org.uk

Run by people with disabilities for thebene�t of people with disabilities

Lines Open:Mon - Thur 10am - 4pm Fri 10am - 2pm

LIVING WITH A DISABILITY

10

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.

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

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

11

Tel: 0800 953 0045 | Text: 07985 883 509 | www.bsmhft.nhs.ukImpr ving mental health wellbeing

For further information or advice on any mental health issuecontact our PALS customer care service between

8.00am - 8.00pm - Monday to Friday

WORRIED ABOUT ADDICTION?

12

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 further information or advice on any mental health issuecontact our PALS customer care service between8.00am - 8.00pm - Monday to Friday

Tel: 0800 953 0045 | Text: 07985 883 509 | www.bsmhft.nhs.ukImpr ving mental health wellbeing

PATIENT CHOICE OF GP PRACTICES

Patient involvement groupsMost GP practices have patient involvement groups.

These groups are made up of individual patients who take an active interest in patient healthcare and are sometimes known as Patient Participation or Partnership Groups (PPGs). The involvement groups can have many functions and each group and practice sets its own terms of reference.Groups can represent patients through collecting patient feedback, sharing best practice by working with other similar groups and working with the practices to improve patient services. They also help to run courses within the practice, volunteer support services and awareness events and provide newsletters and information directories.

To find out about your local patient involvement group or to get one started you should ask at the reception desk of your practice.

Cancelling and missing appointmentsPlease always try to let the GP practice know when you are unable to attend an appointment.

It is your responsibility as a patient to cancel any appointment you have made in reasonable time so that another patient can benefit from the appointment slot.

Making an appointmentBe polite to receptionists. They are busy people who often have to deal with unhappy patients. Being polite to them will encourage them to help you.

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 your practice for a copy of their Complaints process to follow. If you are not happy with how they respond to your concerns then you can write to NHS England and they will allocate someone to look into your complaint.

Write to: NHS England, PO Box 16738,Redditch, B97 9PT.Tel: 0300 311 22 33Email: england.contactus@nhs.net

Following changes to GP contracts, all GP practices in England will be free to register new patients who live outside their practice boundary area from January 2015.

This means that you are able to join practices in more convenient locations, such as a practice near your work. The idea is to provide you with greater choice and to improve the quality of GP services. These new arrangements are voluntary for GP practices.

A good GP practice should provide the following to all patients:• A professional and helpful team of GPs, practice staff and other healthcare professionals.

• A practice that is accessible to everyone and provides a comfortable and organised environment.

• A flexible and efficient appointment booking system.

• Assurance of systems to monitor and improve the safety and quality of care.

• Appropriate, respectful and legal management of patient information.

• A private consultation room that provides reassurance and builds a patient’s confidence and trust.

• A referral or ongoing treatment process that is clear and well managed.

• Access to a wide range of healthcare services to help address local health needs and inequalities.

• An open and welcoming patient feedback policy with services continually improved or enhanced as a result of the feedback given.

• Opportunities for patients to get involved and have their say.

13

Supporting thecommunity in Solihull

Call the CASB Advice Line Monday to Friday - 10:00am to 14:30pm on 0121 704 7810

The Citizens Advice Solihull Borough Advice Line service helps people to resolve their problems. We are equipped to deal with any issue, spanning debt and employment to consumer and housing plus everything in between.

14

GPs & GP SURGERIES

GPs & GP Surgery Address PostcodeArea Telephone

Data correct with NHS Choices

PHARMACIES

Data correct with NHS Choices

Repeat dispensingIf you’re regularly prescribed medicines, your pharmacist can offer repeat dispensing services, which means

fewer trips to the GP just to get another prescription.

You can get a prescription from your GP for up to a year, then you can get your medicine supplied at regular intervals without having to go to your GP every time.

The pharmacist will normally chat to you every time you pick up your medicines to check how you are getting on with them and whether you are experiencing any undue problems or side effects. If so, the

pharmacist can talk to your GP about this.

Pharmacy / Chemist Address PostcodeArea Telephone

15

PHARMACIES

Pharmacy / Chemist Address PostcodeArea Telephone

Data correct with NHS Choices

Collecting old medicinesIf your medicine is out of date, unwanted, or some of it is left over after you have stopped taking it, don’t

throw it away yourself. Instead, take it to your pharmacy to be disposed of safely.

Never throw away medicine in the bin, burn it or flush it down the toilet, as this can harm the environment.

Unused medicines are a waste of NHS resources.

For opening times and NHS services available from your Pharmacy visit: www.nhs.uk

16

17

DENTISTS

Dental emergency and out-of-hours careIf you require urgent treatment, please contact your usual dental practice as they may be able to see you or

direct you to an urgent care dental service.

If you do not have a regular dentist, contact NHS 111 for advice on where you can get urgent care.

NHS dental charges payable April 1st 2016-17 Band 1 course of treatment will rise by 80p from £18.80 to £19.70

Band 2 course of treatment will increase by £2.60 from £51.30 to £53.90 Band 3 course of treatment will increase by £11.20 from £222.50 to £233.70

Data correct with NHS Choices

Dentist Address PostcodeArea Telephone

OPTICIANS

Opticians Address PostcodeArea Telephone

18

Data correct with NHS Choices

Why are eye tests important?Regular eye tests are important because your eyes don’t usually hurt when something is wrong. A sight test is a vital health check for your eyes that can pick up early signs of eye conditions before you’re aware of

any symptoms – many of which can be treated if found early enough.

NHS-funded mobile eye testsIf you qualify for a free NHS sight test, you may be entitled to NHS-funded mobile services where the

ophthalmic practitioner comes to visit you:At home – if you’re unable to leave home unaccompanied because of physical or mental illness or disability

At a residential or care home – if you normally live there and you’re unable to leave the home unaccompanied because of physical or mental illness or disability

At a day centre – if you would have difficulty getting a sight test from an optometrist at their practice because of physical or mental illness or disability, or because you have difficulty communicating your health

needs without help

Call 111 to find out who provides mobile sight tests in your area

19

Local authorities have a duty to assess anyone who appears to have care and support needs.Your local authority should:• assess your needs and give you advice, whatever your financial circumstances

• provide information about services and support options available to you in your area

• give you a carer’s assessment 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.

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 your local authority decides you are eligible for social care support, they will carry out a financial assessment to determine how much you will need to pay towards your care, if anything.

If you are assessed by social services and are found to be eligible for support, the next stage is to draw up a care and support plan, or in the case of a carer with eligible needs, a support plan.

What is a Care Plan?A care plan (sometimes called a care and support plan, or support plan if you’re a carer) sets out how your care and support needs will be met. You should be fully involved in the preparation of your care plan, and you and anyone else you request should also get a written copy. The care plan must set out:

• the needs identified by the assessment

• whether, and to what extent, the needs meet the eligibility criteria

• the needs that the authority is going to meet, and how it intends to do so

• for a person needing care, for which of the desired outcomes care and support could be relevant

• for a carer, the outcomes the carer wishes to achieve, and their wishes around providing care, work, education and recreation where support could be relevant

• the personal budget

• information and advice on what can be done to reduce the needs in question, and to prevent or delay the development of needs in the future

Your care plan should be individual to you, and you should be allowed to have as much involvement in the development of your plan as you wish.

Your care plan should help you to:

• live independently

• have as much control over your life as possible

• participate in society on an equal level, with access to employment and a family life

• have the best possible quality of life keep as much dignity and respect as possible

Understanding the national eligibility criteria for care and support?The eligibility threshold for adults with care and support needs is based on identifying how a person’s needs affect their ability to achieve relevant outcomes, and how this impacts on their wellbeing.

Local authorities must consider whether the person’s needs:

• arise from or are related to a physical or mental impairment or illness

• make them unable to achieve two or more specified outcomes

• as a result of being unable to meet these outcomes, there is likely to be a significant impact on the adult’s wellbeing

YOUR RIGHT TO SOCIAL CARE & SUPPORT

20

YOUR RIGHT TO SOCIAL CARE & SUPPORT

An adult’s needs are only eligible where they meet all three of these conditions.The specified outcomes measured include:• managing and maintaining nutrition, such as being able to prepare and eat food and drink

• maintaining personal hygiene, such as being able to wash themselves and their clothes

• managing toilet needs

• being able to dress appropriately, for example during cold weather

• being able to move around the home safely, including accessing the home from outside

• keeping the home sufficiently clean and safe

• being able to develop and maintain family or other personal relationships, in order to avoid loneliness or isolation

• accessing and engaging in work, training, education or volunteering, including physical access

• being able to safely use necessary facilities or services in the local community including public transport and recreational facilities or services

• carrying out any caring responsibilities, such as for a child

Local authorities do not have responsibility for providing NHS services such as patient transport, but they should consider needs for support when the adult is attending healthcare appointments.

The local authority should not refuse to meet eligible needs on the grounds of cost, although if there is more than one option, it is allowed to choose what it believes is the most cost effective one.

If your needs do not meet the national eligibility criteria, the local authority still has to give you information and advice on what support might be available in the community to support you

21

WHAT IS SOCIAL CARE?

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 people will be able to have care provided in their home.The kind of social care support 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 trouble walking, you may simply require some equipment to help you remain mobile and independent. But if you develop a condition that seriously affects your mental capacity or your 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 to enhance your independenceThe 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).

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. Find out more in alarms and telecare.

Help in your 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. Find out more about homecare.

If you are unable to manage in your home, even with help and assistance, you may need to consider whether you should move to a care or nursing home.

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.

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

Day centresDay centres provide meals and an opportunity to socialise and do activities that might not be available at home and may provide respite for Family Carers.

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

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.

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

22

WHAT IS SOCIAL CARE?

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

The main types of residential options 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 significant decision financially, practically and emotionally. You will need to think about your own preferences and decide what services will meet your needs now, as well as being flexible enough to take account of your future care needs. It is not always an easy decision. Independent advice can be important in helping you make the right decision, taking into account all the important factors.

Your local authority will be able to give you details of information services they commission locally. Many local and national charities will also be able to provide information and advice.

Financial supportIf you are in need of social care you may be able to get information and advice on how to cover the additional living costs you may incur. For example, you may be able to access certain financial benefits for daily living, or be able to access funding from charities to cover the costs of expensive equipment. Your local authority should be able to talk you through some of these money matters as part of your social care assessment.

Information & advisory services and advocacyPeople who need care may have difficulty in being able to exert their rights, get the services they need and are entitled to, or simply not know or understand what is available to them. Information and advice are often a key part of any care assessment that your local authority undertakes.

This information could go a long way to helping you get the support you need.

Charities are another great source of social care information – particularly those associated with conditions, such as the Alzheimer’s Society, Mind, or Scope, but also those related to different aspects of care, such as Carers UK or Independent Age.

Some people may find that an advocacy service can help them exert their rights, particularly if you have a disability and you believe you are treated unfairly. An advocacy service can act as a champion to ensure you get fair and equal treatment and access to services.

Solihull’s MyLife http://solihull.mylifeportal.co.uk/ brings together information and advice to help us all live better lives. The website contains a wide range of advice, information and access to services to enable you to access the information you need when you need it. It also includes a directory of providers so that you can see what support is available and choose what is most suitable for you

Support for carersIf you look after a person who is disabled, has a long-term health condition or is elderly and frail, you are a carer. Carers can get help with their caring role, and by enabling the person they care for to get the support they need, they can make their own life easier. For example, it’s important that carers have time for themselves, and one of the best ways to arrange breaks from caring is to ensure that you have had a carer’s assessment. This will help identify how substantial and demanding your caring is and how much support you are likely to need.

Other care supportYou may also want to think about whether you need healthcare support if you have care needs relating to an ongoing health condition. If this is the case, then it is worth considering whether the NHS can offer any treatment, medical equipment or support that can help you live more fully with your condition

23

SUPPORT FOR CARERS

There are 6.5 million carers in the UK which is one in 10 of the population.Ask 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 supportIf 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

Request your Carer’s assessmentYou can request a carers assessment by contactingSolihull Carers CentreSolihull Fire Station Annexe, 620 Streetsbrook RoadSolihull, West Midlands B91 1QYTelephone: 0121 788 1143you can email the Adult Social Care team:ccadults@solihull.gov.ukor calling the Adult Social Care team on0121 704 8007

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.

Specialists inDementia Care • Complex Care • Long Term Conditions

Tel: 0121 7445328www.solihullhomecare.co.uk

24

The Family Care Trust ...positive help for people

Providing professional care and support services primarily in Solihull enabling people with mental health conditions, learning disabilities, brain injuries and physical disabilities to live their lives with dignity choice and independence.

You can support the Family Care Trust in so many di�erent ways:By Donating, Volunteering, Fundraising, Corporate Responsibility.

Email: enquiries@familycaretrust.co.uk | Follow us on Twitter @FamilyCareTrust

FamilyCare Trust

Reach-Out Community Support Service Specialist care & support in a person’s home to help them to live their lives independently Two Opportunity Day CentresSpecialist care & support for people with memory problems, such as Dementia including Alzheimer’s, strokes and Parkinson’s. A Short Break Respite Unit Specialist person centred 24 hour respite care for people a�ected by mental health issues giving carers and relatives much needed reliable break Employment and Training Service Newlands Bishop Farm and Community Gardening Services are two independent living skills training projects for people with a learning disability Supported Living Scheme Assisting adults with a learning disability to live as independently as possible. Community Befriending SchemeA befriending service to people a�ected by mental health issues from someone who they can trust who understands and who is caring. Drop-in CentreThe opportunity for people a�ected by mental health issues to socialise with others in a safe environment.

Tel: 0121 770 1578 • www.familycaretrust.co.uk

Become partof our team

& help to makea positivedi�erence

We o�er the following wide range of great services:

We specialise in the following areas • Older People• Dementia care• Home from hospital • Respite & carers breaks• Learning & Physical Disabilities• Mental Health• Complex Care Needs• Palliative Care• Sensory loss

Contact our Care Team

01564 784 598Bright Dawn Home Care

Box TreesStratford Rd

Hockley HeathSolihullB94 6EA

Putting the client at the heart of everything we do, allows us to be an exclusive personable care company

www.brightdawnhomecare.co.uk

Our ethos is to provide a quality and consistentcare service to our clients, each and every day. Our ethos is to provide a quality and consistentcare service to our clients, each and every day.

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

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.

25

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.

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

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.

26

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?

• 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 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?

• 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?

27

High quality, person centred care & support

To �nd out more about how we can help please contact us on:

Tel : 0121 2708840Email: info@serenecare.co.ukwww.serenecare.co.uk

Whether you’re looking for long or short term care and supportat home for yourself or a loved one we would like to help. We provide a comprehensive range of �exible tailor-made care and support services that help people to remain in their own homes providing assistance from half an hour to 24 hours a day.

Personal

Flexible

Caring

At Serene Care we understand the importance of peace of mind and are here to guide you through when you or a loved one needs additional support with the assurance that promoting independence, dignity and respect is at the heart of our service provision. Call us to discuss the service you require and how we can put this in place for you.

Here for you ...

Our aim is simple ... to build a caring, reliable,flexible service around you and your needs.

CHOOSING THE RIGHT HOME CARE AGENCY

Care Provider Address PostcodeArea Telephone

28

Know Your Rights If you have been assessed by the local authority as needing care at home services and qualify for funding they must offer you direct payments as an option. Direct

Payments allow you to choose what support you get and who provides it.

Regardless of whether you are employing an agency via your personal budget or employing an agency directly (without an assessment from the council), the

agency should always carry out their own assessment before offering their own care plan.

Data correct with CQC

CHOOSING THE RIGHT CARE HOME

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 body Care 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 on the Nursing and Residential care homes within your locality visit: www.cqc.org.uk

There are four ratings given to Care Homes: outstanding, good, requires improvement and inadequate before making a decision

on a residential or nursing home 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.

Care Home RatingsBy law, all care homes 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 a residential or nursing home,

either for you or a loved one.

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

29

RESIDENTIAL & NURSING HOMES

Nursing Home Address PostcodeArea Telephone

Residential Home Address PostcodeArea Telephone

30

31

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: england.contactus@nhs.net

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: phso.enquiries@ombudsman.org.ukWeb: 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 953 0045

Email: pals@bsmhft.nhs.uk

or write to us at:PALS Freepost RLXJ-XLRU-GGYY,Birmingham and Solihull Mental Health NHS Foun-dation Trust, Ardenleigh Centre,385 Kingsbury Road, Erdington,Birmingham,B24 9SA.

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.

Solihull

We can explain the complaints procedures of service providers in ourarea or refer you to our Independent Complaints Advocacy service.Tel: 0121 704 27073 • Email: enquiries@healthwatchsolihull.org.uk www.healthwatchsolihull.org.uk

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: gmc@gmc-uk.orgwww.gmc-uk.org

The Nursing and Midwifery Council.Tel: 020 7637 7181Email: newreferrals@nmc-uk.orgwww.nmc-uk.org

The General Dental Council.Tel: 020 7167 6000Email: information@gdc-uk.orgwww.gdc-uk.org

The General Optical Council.Tel: 020 75803898Email: goc@optical.orgwww.optical.org

The General Pharmaceutical Council.Tel: 0203 713 7950Email: concerns@pharmacyregulation.orgwww.pharmacyregulation.org

The General Osteopathic Council.Tel: 020 7357 6655Email: contactus@osteopathy.org.ukwww.osteopathy.org.uk

The General Chiropractic Council.Tel: 020 77135155Email: enquiries@gcc-uk.orgwww.gcc-uk.org

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 Solihull Council, you can raise any concerns by the following ways:Going online at: www.solihull.gov.ukEmail: statutorycomplaints@solihull.gov.ukPhone us on: 0121 704 8296Write to us at:Statutory Complaints Team, The Council House, Manor Square, Solihull, B91 3QB

HOW TO COMPLAIN ABOUT CHILDREN’S,YOUNG PEOPLE AND FAMILY SERVICES?Going online at: www.solihull.gov.ukEmail: statutorycomplaints@solihull.gov.ukPhone us on: 0121 704 8296Write to us at:Statutory Complaints Team, The Council House, Manor Square, Solihull, B91 3QB

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

32

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

www.healthwatchsolihull.org.ukHealthwatch SolihullCall us on: 0121 704 2707 Email: enquiries@healthwatchsolihull.org.uk

Solihull

Solihull