Issuu

OPTIONS A guide to care and independent living

Leaving hospital

Medway Autumn 2019

What’s next?

NHS continuing healthcare Who’s eligible?

SOCIAL CARE

tips

Healthcare services Choosing the right one

CONTRIBUTORS: Age UK Medway Alzheimer’s Society Medway Community Healthcare The NHS

C h a n g i n g i n

L i v e s

M edw ay

Specialist in High Level Care for • Acquired Brain Injuries • Learning Disabilities • Dementia / Alzheimers care at home • Respite Care at home • Day Service Opportunities • Companionship / Live in Care • Dedicated end of life care • Older care / Sitting service All staff trained to highest standards NVQ 2/3 – DBS to enhanced level

Tel: 01634 295630 http://www.everycare.co.uk/kent Victoria@everycaremedway.co.uk

Contents Leaving hospital – care in the community............................................................................ 4 Community nursing............................................................................................................. 4-5 The community respiratory team.......................................................................................... 5 Community rehabilitation.................................................................................................. 6-7 Dementia services in Medway............................................................................................ 7-8 ourZone.................................................................................................................................. 8 Foot Clinic............................................................................................................................... 8 NHS continuing healthcare............................................................................................. 12-13 Personal budgets and direct payments.......................................................................... 14-15 NHS-funded nursing care..................................................................................................... 15 Paying for your own care (self-funding)........................................................................ 16-17 Help at home from a carer............................................................................................. 18-19 Driving and using public transport if you’re disabled.................................................. 20-21 Age UK Medway - Providing care and support services to the older population....... 22-23 Alzheimer’s Society – Come along to your local Dementia Café... Information and advice in a relaxed setting for people affected by dementia in Kent & Medway......................................................................................... 24-25 The Care Quality Commission Social Care, GP and Mental Health top tips................ 26-28 Services in Medway.............................................................................................................. 30 Useful contacts..................................................................................................................... 31

Welcome and

introduction

This guide is intended to help you, your carer and your relatives understand how your local health services can help you after discharge from hospital. Also information to help you to live independently or access support and care services in your area.

Medway

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Leaving hospital – care in the community It’s always nice to leave hospital and get home to your comfort zone, especially if you’ve been in a ward for a long time. However, just because you’re well enough to leave the hospital, doesn’t always mean you’re completely well; but don’t worry – help is at hand! There are lots of community services which provide post-hospital discharge support. In Medway, the majority of these are run by Medway Community Healthcare, a social enterprise focussed on patient-centred care, with

values to work in partnership, to deliver care and compassion, and quality and value. Here we’ll focus on just a few: Our community nursing service, our community respiratory team, and community rehabilitation. We call these professionals our unsung heroes – the ones you might not know about, but who work tirelessly to make sure you’re fit, well and back to your old self as soon as possible. Please note - you should be referred to these services by a medical professional (the consultant in hospital, or your own GP, for example).

Community nursing

Staff include community staff nurses, district nurses, advanced community practitioners, associate practitioners, healthcare assistants, community phlebotomists, continence nurses, clinical nurse managers, administrators, a clinical lead and a head of service. Community nurses are expert medical ‘jack of all trades’, from nursing the dying, to providing general nursing care including medication administration, and wound care. The community nursing service is committed to embedding the 6C’s into its practise: Care: They support people with their chronic disease management to maintain stability, promote independence and reduce avoidable hospital admissions. They also provide medicines management advice and support about medication, chemotherapy disconnection, and 4

intravenous therapy. All of this care could take place at home or at a clinic. We also provide palliative care, support, management and symptom control for patients living with lifelimiting conditions. Compassion: It isn’t just about the care we give, but the way we give it. It’s about how we listen, what we say, and what we do. We listen to our patients’ feedback, whether positive or highlighting concerns. We investigate and implement lessons learned that can improve our patients’ experience. Competence: Our staff are trained and skilled practitioners, supported by education and development throughout their careers to enable them to deliver evidence-based and quality care across a range of health needs. Communication: We work closely with our GPs, other health professionals, social care and voluntary agencies to provide a joined-up approach to our care. We also have designated advanced community practitioners for our more complex patients with long term conditions. Courage: We expect our staff to always act in the best interests of our patients and their

C Coura ge tion a c i n

There are approximately 140 clinical staff within the MCH community nursing service, providing nursing services 24 hours a day, 365 days every year. The community nursing service is well-placed to access expert knowledge from other team members and health services.

families. This might include voicing concerns about any aspect of our patient’s care, even if it has been managed by MCH. Commitment: Our staff are committed to supporting and providing quality care to patients within our community. They seek out and implement new ways of working to improve our patients’ experience and make sure we provide the best care. Patients’ and their families’ interests are paramount when any decisions relating to our service are made.

The community

respiratory team The community respiratory team (CRT) is a specialist team of nurses, physiotherapists and a dietician who provide care in the community for patients with the long term conditions chronic obstructive pulmonary disease (COPD), interstitial lung disease and bronchiectasis. Like the community nursing service, our community respiratory team are integral to making sure those who are discharged from hospital have the right support to manage their conditions, and retain their independence.

mitment Ca m re Co

mpassion C Co o

Community nursing

e Com tenc m pe m

Community

rehabilitation Community rehabilitation is based at the Walter Brice Centre in Hoo, and comprises five teams that support our patients’ physical and functional recovery and rehabilitation from accident, injury, short term illness or long term conditions such as Multiple Sclerosis (MS), Parkinson’s disease or old stroke. All five teams work closely with Medway Maritime Hospital and our community nursing teams by supporting elderly and frail patients that have been discharged from hospital. Community rehabilitation reduces the need for multiple referrals by providing a ‘one stop shop’ for internal colleagues, and external health and social care agencies to request our support for a patient. Treatment plans are used to help our specialists formulate an appropriate, measurable and meaningful rehabilitation programme that aims to achieve the patient’s goals and objectives.

Rapid response A patient who is unwell at home or being discharged home from hospital and is housebound, will be supported by the rapid response team. Such patients 6

may have a ‘package of care’ to support their recovery and during a six week period the rapid response team will put together an occupational therapy and physiotherapy rehabilitation programme to help the patient to regain their independence and reduce the need for additional services. If patients are discharged from hospital, but unable to immediately return home, their recovery will be supported at an inpatient rehab unit in Medway. Additionally, Home First, our partnership programme with Medway Council, Medway CCG and Medway Foundation Trust, supports rapid response and focusses on improving patient flow across Medway, and improving hospital discharges to make getting patients home a priority.

Community physiotherapy Once a patient has started to recover from their illness or injuries, rather than be discharged and wait for a referral to other services; patients can be internally transferred to community physiotherapy. Like the rapid response team, this team again facilitates recovery

for housebound patients who are unable or not yet ready to leave their home, and who need assessment and treatment that helps them to move safely and independently.

Falls team The falls team assesses and treats patients with a history of falls, fear of falling or with medical conditions that contribute to falls. The falls team comprises of occupational therapists and physiotherapists who collaborate to enable patients to carry out and complete activities which are part of their daily living, as independently and safely as possible whilst reducing the risk of falls.

Neuro physiotherapy Neuro physiotherapy is a specialist service that supports all the teams within community rehabilitation and across MCH, especially

with respect to conditions such as MS, Parkinson’s disease and vestibular (inner ear and brain) conditions.

Walter Brice Rehabilitation Centre Patients who are continuing to recover and beginning to gain enough confidence to leave home or need help to retain function and independence, will be referred or transferred to the care of the Walter Brice Rehabilitation Centre. The centre offers patients the opportunity to gain confidence and functional independence through group and 1:1 treatments and activities put together by occupational therapists and physiotherapists.

Dementia services in Medway It is estimated that in Medway in 2015 there were 2,898 people living with dementia and 2,727 of those were people over 65 years old. It is estimated that there will be a considerable increase in this number in Medway in future years, largely driven by the growth in the overall older population. Dementia is a word used to describe a group of symptoms including memory loss, confusion, mood changes and difficulty with day-to-day tasks. These changes may often start small to start with, but for someone with dementia they become severe enough to affect daily life. A person with dementia may also experience changes in their mood or behaviour. Dementia services within Medway Community Healthcare (MCH) include Darland House, a specialist nursing home for people with dementia and mental health conditions; and the Dementia Crisis support service, a specialist crisis community team set up to support people with dementia and their carers in their homes.

Darland House Darland House is a modern specialist nursing home that provides care for older people with Dementia including Alzheimers and other forms

and mental health conditions. It provides this service for the population of the Medway area who require continuing long-term care. Darland House has 40 permanent beds. The Darland House team are committed to providing person centres care.

Our philosophy of care is to treat all that live here with respect, dignity and warmth, and that, wherever possible, we support residents’ independence and individual choice. This approach to care is extended to the relatives and carers of our residents. We provide a seven day a week activities schedule designed with all of our residents in mind. Referral to the service is via the NHS continuing care service.

Dementia Crisis Support Service MCH’s dementia crisis support service supports people with dementia and their carers who live at home, during times of crisis. They support people to remain in their own homes by ensuring they have the appropriate care and support. Their intervention reduces unnecessary admissions into the hospital. The service can provide: • short term support and home treatment for >> 7

people displaying challenging behaviour and physical problems (i.e.: infection, or after a fall where emergency services are not required) • assessments of patient’s current physical and mental health needs

and supporting the carer • signposting to other services when necessary

• an Admiral Nurse service especially to support carers, enhance their skills and resilience

• providing training and support in the management of dementia to community nursing teams and care homes within Medway

• support for early discharge of patients from hospital or other inpatient care, through managing the patient at home

Anyone can refer into the team via our referral form on the Internet or by contacting the team directly.

ourZone At ourZone in Rochester, you can enjoy meeting new people, getting involved with a wide range of activities and experiences and learn new skills, all with the support of a specialist team. Open to people who are over 18 and have physical or long term health conditions, at ourZone you will get the support you are looking for to help you achieve your goals and aspirations with the full assistance of our friendly experienced team. We have 5 Zones that members can access Spa Zone: This zone is about enabling and encouraging members to be as independent and mobile as possible, offering things like chair based exercises, relaxation sessions, hairdressing, social nail care and a gym facility. Club Zone: This is the Social heart of Our Zone.

There is a wide array of interesting events and activities every day such as quizzes, Arts & Crafts, a pool table, darts and table tennis. We have clubs such as the film club, and arrange regular outings. Garden Zone: Activities for members who enjoy plant care, both in and outdoors. This can involve garden projects, maintaining our garden and trips to garden centres. College Zone: This is the zone for members to learn new skills such as computing and cooking. We offer work experience in our Tuck Shop and even a healthy lifestyle course. Myself Zone: This is where members can find out about all the help and support they might need, from arranging key worker to support, to accessing other healthcare services.

Foot Clinic Do you struggle to care for your feet? We have two services to help with your foot care needs! Our nail care service • Toenail cutting • Complimentary foot rub • Foot health check First appointment just £25 including your instruments that you keep, reducing to £15 for any follow ups

• Verruca • Heel pain • Diabetic foot care • Ingrown toenails • Thickened and painful toenails Podiatry appointments start from £35, and can usually see you the same week!

Our podiatry service

We have clinics all across Medway and Sittingbourne, We can even come to your home for a small charge.

• Corns and callous • Hard skin

To book an appointment call 01634 471100 or email medch.privatepodiatry@nhs.net

Copperfields RESIDENTIAL CARE FOR OLDER PEOPLE

SINGLE & DOUBLE ROOMS EN-SUITE FACILITIES PASSENGER LIFT CALL SYSTEM IN ALL ROOMS CENTRAL HEATING SUPERB HOME COOKING 24 HOUR CARE BY TRAINED STAFF LONG STAY ONLY MINIBUS FOR OUTINGS

(01474) 824122 42 VILLA ROAD, HIGHAM ROCHESTER, KENT ME3 7BX janet@larchwoodcourt.co.uk

Registered home for the elderly and individuals living with Dementia and Parkinson’s Disease • Registered 59 • A comfortable environment with 24hr care from highly skilled & motivated staff • Inspections welcomed • Home cooked meals - all diets catered for • Regular entertainment and activities throughout the week

26-32 Key Street, Sittingbourne ME10 1YU

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To advertise in this publication please call the sales team on 01302 714528 Hawks Nest Cottage, Great North Road, Bawtry, Doncaster, South Yorkshire DN10 6AB 01302 714528 | www.octagon.org.uk info@octagon.org.uk

Staff are DBS checked Staff are trained to be qualified Out of hours telephone service

DOMICILIARY CARE / PERSONAL CARE Assisting with washing/bathing/ dressing/preparation of foods & assistance with eating. Assistance with continence/toileting/catheter care & stoma care. We also provide domestic assistance assisting with ironing, washing, vacuuming, polishing, general cleaning PALLIATIVE CARE / END OF LIFE CARE At a time that is hard you can turn to staff to offer support and assistance in making life a little easier at such a hard time. Whether it be making comfortable/personal care. Respite or a chat and friendly face ENABLEMENT / MOBILITY SUPPORT Staff assist in regaining mobility and independence & confidence

Support MEDICATION SUPPORT Sometimes we may forget to take our medication, staff are there to support you, prompt you and will help with gentle encouragement DEMENTIA SUPPORT / LEARNING DIFFICULTIES RESPITE / COMPANIONSHIP When a loved one has dementia we worry if they are well and safe, if they have eaten or remembered certain daily tasks. Staff are trained in assisting individuals with dementia and learning difficulties, promoting

healthy safe living and providing support tailored to each individual’s needs. Sometimes it’s nice to have a bit of company too. We are a small community homecare provider with individual’s needs and requirements at heart as well as providing high quality care which promotes independence, dignity, choice, inclusion and human rights. We want to help.

01634 719662

www.beescareagency.co.uk Email: enquiries@beescareagency.co.uk

Inspected and rated Good 

We are here to assist individuals In the comfort of their own homes Promoting independence & Dignity BEE’S CARE AGENCY Suite 9 Christchurch House Sir Thomas Longley Road Medway City Estate Rochester kent ME2 4FX

01634 719662 Opening Times 7am-10pm

NHS continuing healthcare Some people with long-term complex health needs qualify for free social care arranged and funded solely by the NHS. This is known as NHS continuing healthcare.

Where can NHS continuing healthcare be provided? NHS continuing healthcare can be provided in a variety of settings outside hospital, such as in your own home or in a care home.

Am I eligible for NHS continuing healthcare? NHS continuing healthcare is for adults. Children and young people may receive a “continuing care package” if they have needs arising from disability, accident or illness that can’t be met by existing universal or specialist services alone. To be eligible for NHS continuing healthcare, you must be assessed by a team of healthcare professionals (a multidisciplinary team). The team will look at all your care needs and relate them to: • what help you need • how complex your needs are • how intense your needs can be • how unpredictable they are, including any risks to your health if the right care isn’t provided at the right time Your eligibility for NHS continuing healthcare depends on your assessed needs, and not on any particular diagnosis or condition. If your needs change then your eligibility for NHS continuing healthcare may change. You should be fully involved in the assessment process and kept informed, and have your views about your needs and support taken into account. Carers and family members should also be consulted where appropriate. A decision about eligibility for a full assessment for NHS continuing healthcare should usually be made within 28 days of an initial assessment or request for a full assessment. If you aren’t eligible for NHS continuing healthcare, you can be referred to your local council who can discuss with you whether you may be eligible for support from them. If you still have some health needs then the NHS may pay for part of the package of support. This is sometimes known as a “joint package” of care.

Information and advice The process involved in NHS continuing healthcare assessments can be complex. An organisation called Beacon gives free independent advice on NHS continuing healthcare. Visit the Beacon website or call the free helpline on 0345 548 0300.

NHS continuing healthcare assessments Clinical commissioning groups, known as CCGs (the NHS organisations that commission local health services), must assess you for NHS continuing healthcare if it seems that you may need it. For most people, there’s an initial checklist assessment, which is used to decide if you need a full assessment. However, if you need care urgently – for example, if you’re terminally ill – your assessment may be fast-tracked. 12

Initial assessment for NHS continuing healthcare The initial checklist assessment can be completed by a nurse, doctor, other healthcare professional or social worker. You should be told that you’re being assessed, and be asked for your consent. Depending on the outcome of the checklist, you’ll either be told that you don’t meet the criteria for a full assessment of NHS continuing healthcare and are therefore not eligible, or you’ll be referred for a full assessment of eligibility. Being referred for a full assessment doesn’t necessarily mean

Full assessment for NHS continuing healthcare Full assessments for NHS continuing healthcare are undertaken by a multidisciplinary team (MDT) made up of a minimum of 2 professionals from different healthcare professions. The MDT should usually include both health and social care professionals who are already involved in your care. You should be informed who is co-ordinating the NHS continuing healthcare assessment. The team’s assessment will consider your needs under the following headings: • breathing • nutrition (food and drink) • continence • skin (including wounds and ulcers) • mobility • communication • psychological and emotional needs • cognition (understanding) • behaviour • drug therapies and medication • altered states of consciousness • other signiﬁcant care needs These needs are given a weighting marked “priority”, “severe”, “high”, “moderate”, “low” or “no needs”. If you have at least one priority need, or severe needs in at least 2 areas, you can usually expect to be eligible for NHS continuing healthcare. You may also be eligible if you have a severe need in one area plus a number of other needs, or a number of high or moderate needs, depending on their nature, intensity, complexity or unpredictability. In all cases, the overall need, and interactions between needs, will be taken into account, together with evidence from risk assessments, in deciding whether NHS continuing healthcare should be provided. The assessment should take into account your views and the views of any carers you have. You should be given a copy of the decision documents, along with clear reasons for the decision. You can download a blank copy of the NHS continuing healthcare decision support tool.

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you’ll be eligible for NHS continuing healthcare. The purpose of the checklist is to enable anyone who might be eligible to have the opportunity for a full assessment. The professional(s) completing the checklist should record in writing the reasons for their decision, and sign and date it. You should be given a copy of the completed checklist. You can download a blank copy of the NHS continuing healthcare checklist from GOV.UK.

Fast-track assessment for NHS continuing healthcare If your health is deteriorating quickly and you’re nearing the end of your life, you should be considered for the NHS continuing healthcare fast-track pathway, so that an appropriate care and support package can be put in place as soon as possible – usually within 48 hours.

Care and support planning If you’re eligible for NHS continuing healthcare, the next stage is to arrange a care and support package that meets your assessed needs. Depending on your situation, different options could be suitable, including support in your own home and the option of a personal health budget. If it’s agreed that a care home is the best option for you, there could be more than one local care home that’s suitable. Your CCG should work collaboratively with you and consider your views when agreeing your care and support package and the setting where it will be provided. However, they can also take other factors into account, such as the cost and value for money of different options.

NHS continuing healthcare reviews If you’re eligible for NHS continuing healthcare, your needs and support package will normally be reviewed within 3 months and thereafter at least annually. This review will consider whether your existing care and support package meets your assessed needs. If your needs have changed, the review will also consider whether you’re still eligible for NHS continuing healthcare.

I have a local authority support package that works well. I’m now eligible for NHS continuing healthcare – will my support package change? If you’re concerned about changes to your care package because of a move to NHS continuing healthcare, your CCG should talk to you about ways that it can give you as much choice and control as possible. This could include the use of a personal health budget, with one option being a “direct payment for healthcare”.

Can I refuse an assessment for NHS continuing healthcare? If I refuse, will I be able to get services from my local authority? An assessment for NHS continuing healthcare can’t be carried out without your consent, so it’s possible to refuse. However, if you refuse, although you’ll still be entitled to an assessment by the local authority there’s no guarantee that you’ll be provided with services. There’s a legal limit on the types of services that a local authority can provide. If you refuse to be assessed for NHS continuing healthcare, the CCG should explore your reasons for refusing, and try to address your concerns. If someone lacks the mental capacity to consent to or refuse an assessment, the principles of the Mental Capacity Act will apply and in most circumstances an assessment will be provided in the person’s best interest.

Refunds for delays in NHS continuing healthcare funding

My relative is in a care home and has become eligible for NHS continuing healthcare. The CCG says the fees charged by this care home are more than they would usually pay, and has proposed a move to a different care home. I think a move will have a negative effect on my relative. What can we do?

CCGs will normally make a decision about eligibility for NHS continuing healthcare within 28 days of getting a completed checklist or request for a full assessment, unless there are circumstances beyond its control.

If there’s evidence that a move is likely to have a detrimental effect on your relative’s health or wellbeing, discuss this with the CCG. It will take your concerns into account when considering the most appropriate arrangements.

If the CCG decides you’re eligible, but takes longer than 28 days to decide this and the delay is unjustifiable, they should refund any care costs from the 29th day until the date of their decision.

If you’re not eligible for NHS continuing healthcare If you’re not eligible for NHS continuing healthcare, but you’re assessed as requiring nursing care in a care home (in other words, a care home that’s registered to provide nursing care) you’ll be eligible for NHS-funded nursing care. This means that the NHS will pay a contribution towards the cost of your registered nursing care. NHS-funded nursing care is available irrespective of who is funding the rest of the care home fees.

If the CCG decides to arrange an alternative placement, they should provide a reasonable choice of homes.

Is it possible to pay top-up fees for NHS continuing healthcare?

No, it isn’t possible to top up NHS continuing healthcare packages, like you can with local authority care packages. The only way that NHS continuing healthcare packages can be topped up privately is if you pay for additional private services on top of the services you’re assessed as needing from the NHS. These private services should be provided by different staff and preferably in a different setting. 13

Personal budgets and direct payments You’ll be given a personal budget to spend if your local council decide you’re eligible for help with any social care and support you need. You can request an assessment from the council to establish your needs. The money in your personal budget can be paid to you, to help you make more decisions about how it’s spent. This is known as a direct payment.

What is a personal budget? Your personal budget is the amount of money your local council will pay towards any social care and support you need. The amount of money in your personal budget is decided by your local council after a needs assessment to work out: • what kind of care and support you need • how much it will cost • how much you’re able to afford yourself Carers and personal budgets If you’re a carer, you may be entitled to receive a personal budget after having a carer’s assessment to see what might help make your life easier. A carer’s assessment is free and anyone over 18 can ask for one.

Choosing how to receive your personal budget You can ask the council to either: • manage your personal budget for you • pay the money to another organisation – such as a care provider • pay the money directly to you or someone you choose – this is known as a direct payment You can also choose a combination of these options. For example, the council could arrange some of your care but send you the rest of the money. This is often called a mixed package or “mix and match”. If the council manages your money The money in your personal budget will be spent for you by the council. They will arrange all your care and support based on your agreed care plan. They still need to check you’re happy with the care they’re arranging for you. If your money is paid to another organisation The organisation you choose, such as your care provider, will speak to the council and arrange the payments. Sometimes other organisations charge you extra money to arrange payments from the council.

The benefits of direct payments Direct payments give you more flexibility over how your care and support is arranged and provided. For example, you could choose to hire care workers or personal assistants who: • are always the same people and available when you need them • speak the same language as you • have experience working with your care needs • are a speciﬁc person that has been recommended to you • can help you get to shops or social events There are many ways you could choose to use the money. It’s your choice as long as you’re spending your personal budget on things that meet your agreed care plan. Most councils will ask for evidence of how you’ve spent your 14

money every 3 months. When to consider other options You may decide direct payments are not helpful if: • you’re worried about managing money or the people you employ • you spend a lot of time in hospital • you would rather the council arranged your care If you’re not confident about keeping records or managing the people who care for you, your local council should be able to provide support. You could also consider having someone else manage your direct payments, for example a friend or family member. You’ll need to set up a trust for payments that are managed by someone else. The Money Advice Service has information about setting up a trust.

How to apply for direct payments You should be offered direct payments as an option after your needs assessment. You can also ask your local council’s social services department about direct payments.

How direct payments work If you choose direct payments, the council will send you the money in your personal budget by either: • paying it directly into a bank, Post Ofﬁce, building society or National Savings and Investments account • sending you a pre-paid card You can then choose how you spend the money on your own care and support, as long as it matches the care plan you’ve agreed with the council. Signing a direct payment agreement The council might ask you to sign a document called a direct payment agreement. This says: • how the council want you to record your spending – for example, keeping receipts • your responsibilities as an employer - if you’re paying for a care worker If you spend direct payments on something that isn’t agreed in your care plan, the council could take the money back or end the direct payments. If you’re struggling to manage your money Ask your local council for advice or call the Money Advice Service on 0800 138 7777. If you want someone else to receive the direct payment You could speak to the council and agree for the money to be sent to someone who will spend it for you. For example: • a carer • a friend or family member • someone else who speaks up for you (an advocate) You may need to write down how they will spend the money and which decisions they can make for you. This is known as a decision-making agreement.

Employing your own carer or personal assistant If you decide to hire a carer or personal assistant yourself, it’s important to know the responsibilities you’ll have as an employer. Although support from the council should be available, you may need to arrange:

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• background checks or references • tax • National Insurance • pension contributions Read more about employing someone to work in your home on GOV.UK. Disability Rights UK also have more information on getting a personal assistant. If you don’t want to become an employer You could choose to hire care workers through an agency instead. This removes the legal obligations of being an employer, but could: • cost you more money • remove some of the beneﬁts - such as having the same person provide your care

How to research a care agency When choosing an agency, decide what sort of service you’re looking for and the tasks you need help with. It’s a good idea to contact more than one agency, as they may offer different types of services. You can find out about local home care agencies by: • speaking to your local council’s social services department • contacting the UK Homecare Association There are also organisations that inspect care agencies to see how well they are doing. The Care Quality Commission (CQC) regulates all health and adult social care in England. You might see a CQC inspection rating when you search online for care home agencies. Their 4 ratings are: • Outstanding • Good • Requires improvement • Inadequate You could also search for care home agencies on the CQC website to see their full reports.

Telephone helplines If you would like support to help you manage your personal budget or direct payments, speak to your council or call: • the Disability Rights UK personal budgets helpline on 0330 995 0404 • the Age UK advice line on 0800 055 6112 (for older people)

How to complain about personal budgets It’s worth speaking to your council’s social services before making an official complaint to see if they can help. You still have the right to complain if you: • have been told you’re not eligible to receive money towards your care and support • don’t agree with the amount of money in your personal budget You could either: • speak to your social worker about being re-assessed • call your local council social services and request a complaints form Your council should also have a formal complaints procedure on its website. If you’re not happy with the council’s response Contact your Local Government Ombudsman. They investigate all

adult social care complaints.

More information about personal budgets and direct payments • Age UK have a detailed fact sheet on personal budgets and direct payments in social care • The Money Advice Service has a guide to direct payments.

NHS-funded nursing care NHS-funded nursing care is when the NHS pays for the nursing care component of nursing home fees. The NHS pays a flat rate directly to the care home towards the cost of this nursing care.

Who is eligible for NHS-funded nursing care? You may be eligible for NHS-funded nursing care if: • you’re not eligible for NHS continuing healthcare but have been assessed as needing care from a registered nurse • you live in a nursing home

How will my needs be assessed? You should be assessed for NHS continuing healthcare before a decision is made about whether you are eligible for NHS-funded nursing care. Most people don’t need a separate assessment for NHS-funded nursing care. However, if you do need an assessment or you haven’t already had one, your clinical commissioning group (CCG) can arrange an assessment for you.

Outcome of the assessment If you’re eligible for NHS-funded nursing care, the NHS will arrange and fund nursing care provided by registered nurses employed by the care home. Services provided by a registered nurse can include planning, supervising and monitoring nursing and healthcare tasks, as well as direct nursing care. If you’re not eligible for NHS-funded nursing care and you don’t agree with the decision about your eligibility, ask your CCG to review the decision.

The cost of NHS-funded nursing care NHS-funded nursing care is paid at the same rate across England. In April 2018, the rate was set at £158.16 a week (standard rate). Before October 1 2007, there were 3 different levels or bands of payment for NHS-funded nursing care – low, medium and high. If you moved into a care home before October 1 2007, and you were on the low or medium bands, you would have been transferred to the standard rate from that date. If you moved into a care home before October 1 2007, and you were on the high band, NHS-funded nursing care is paid at a higher rate. In April 2018, the higher rate was set at £217.59 a week. You’re entitled to continue on this rate unless: • you no longer have nursing needs • you no longer live in a care home that provides nursing • your nursing needs have reduced and you’re no longer eligible for the high band, when you would change to the standard rate of £158.16 a week, or • you become entitled to NHS continuing healthcare instead. 15

Paying for your own care (self-funding) You will not be entitled to help with the cost of care from your local council if: • you have savings worth more than £23,250 • you own your own property (this only applies if you’re moving into a care home)

You may be eligible for benefits, like Attendance Allowance and Personal Independence Payment (PIP), which aren’t means-tested. You can use them to pay towards the cost of your care.

You can ask your council for a financial assessment (means test) to check if you qualify for any help with costs.

Can I avoid selling my home?

You can choose to pay for care yourself if you don’t want a financial assessment.

You won’t have to sell your home to pay for help in your own home.

How to arrange your care as a self-funder

But you may have to sell your home to pay for a care home, unless your partner carries on living in it.

You can: • arrange and pay for care yourself without involving the council • ask the council to arrange and pay for your care (the council will then bill you, but not all councils offer this service and they may charge a fee)

Sometimes selling your home to pay care home fees is the best option. But there may be other ways to pay care home fees if you don’t want to sell your home straight away.

Find out what care you need

Releasing money from your home (equity release)

Even if you choose to pay for your care, your council can do an assessment to check what care you might need. This is called a needs assessment.

Equity release lets you take money that’s tied up in your home without selling it. It’s available if you’re over 55.

For example, it’ll tell you whether you need home help from a paid carer for 2 hours a day or 2 hours a week and precisely what they should help you with.

But you have to pay interest on the money you take out, which can be expensive.

The needs assessment is free and anyone can ask for one.

How much will care cost? Social care can be expensive. Knowing how much you’ll have to pay will help you budget. Paying for carers at home A typical hourly rate for a carer to come to your home is around £20, but this will vary depending on where you live. Having a carer who lives with you costs from around £650 a week. But it can cost as much as £1,600 a week if you need a lot of care. Paying for a care home There are 2 types of care home: • residential homes have staff that help with everyday tasks such as getting dressed and supply all your meals • nursing homes also offer 24-hour nursing care A room in a care home costs: • £600 a week in a residential home • £840 a week in a nursing home The price will vary according to where you live and the type of care you need. For example, serious health problems like dementia and chronic obstructive pulmonary disease (COPD) can increase the cost. 16

Benefits can help with care costs

The Money Advice Service has more information on equity release.

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Renting out your home

Telephone help

You can rent out your home and use the income to help pay your care home fees.

Get advice on paying for care from:

A deferred payment scheme

• Independent Age on freephone 0800 319 6789

A deferred payment scheme can be useful if you have savings less than £23,250 and all your money is tied up in your property.

• the Money Advice Service on freephone 0800 138 7777

The council pays for your care home and you repay it later when you choose to sell your home, or after your death.

If your savings fall below £23,250, your council might be able to help with the cost of care.

Ask your council if you’re eligible for a deferred payment scheme.

Contact your local council about 3 months before you think your savings will drop to below £23,250 and ask them to reassess your finances.

You can get more information from: • the Money Advice Service: deferred payment schemes

• Age UK on freephone 0800 169 6565

If your savings run out

Councils provide funding from the date you contact them. You won’t be reimbursed if your savings are less than £23,250 before you contact them.

• Independent Age: guide to care home fees and your property

Get expert financial help You can get unbiased expert advice from a specialist care fees adviser. They’ll help you compare all your options before you decide what’s right for you. Find a specialist care fees adviser in your area with: • PayingForCare, a free information service for older people • the Society of Later Life Advisers (SOLLA) on 0333 2020 454

What you can get for free You might be able to get some free help regardless of your income or if you’re paying for your care. This can include: • small bits of equipment or home adaptations that each cost less than £1,000 • NHS care, such as NHS continuing healthcare, NHSfunded nursing care and care after you have been discharged from hospital. 17

Help at home from a carer Having a carer come to visit you in your home can make a huge difference to your life, especially if you have difficulty walking or getting around. It can help you stay living independently in your own home. This type of care is known as homecare or domiciliary care or sometimes home help. Help at home from a paid carer costs around £20 an hour, but it varies according to where you live. Sometimes, the council will contribute to the cost. Homecare is very flexible. You might need a carer for only an hour a week or for several hours a day. You might need a livein carer. It can be temporary – for example for a few weeks while you recover from an illness. Or it can be long term. You might also consider home adaptations or household gadgets or equipment to make life easier.

When should I consider help at home from a paid carer? You might want to consider care at home if: • you’re ﬁnding it difﬁcult to cope with daily routines, such as washing, dressing and getting out and about • you don’t want to move into a care home • you can still get about your home and it’s safe for you to live in – or it can be adapted to make it safe

How can homecare help me? A carer can visit you at home to help you with all kinds of things including: • getting out of bed in the morning • washing and dressing • brushing your hair • using the toilet • preparing meals and drinks • remembering to take your medicines • doing your shopping • collecting prescriptions or your pension • getting out, for example to a lunch club • getting settled in the evening and ready for bed

Home help This is slightly different to homecare and means day-to-day domestic tasks that you may need a helping hand with such as: • cleaning (including putting on clean bed sheets) • doing the washing up • doing the laundry • gardening You might want some home help instead of or as well as homecare. Most councils don’t provide home help. Contact a charity such as the Royal Voluntary Service, the British Red Cross or your local Age UK to see whether they can help (they may not be free). 18

How to get help at home from a paid carer Your local council can arrange homecare for you if you’re eligible for it. You can arrange your own homecare.

How your council can help If you want the council to help with homecare for you, start by asking them for a needs assessment. Your needs assessment will help the council to decide whether you’re eligible for care. If you’re eligible, the council may recommend help at home from a paid carer. They will arrange the homecare for you. If you’re not eligible for care, the council must still give you free advice about where you can get help in your community. Even if you’re intending to make arrangements yourself with an agency or private carer, it’s still a good idea to have a needs assessment as it will help you to explain to the agency or carer what kind of help you need.

Paying for homecare Depending on your circumstances, your local council may contribute to the cost of homecare or you may have to pay for it yourself. If your needs assessment recommends home care, you may get help with the cost from the council. What you will contribute depends on your income and savings. The council will work this out in a financial assessment. If the council is paying for some or all of your homecare, they must give you a care and support plan. This sets out what your needs are, how they will be met and your personal budget (the amount the council thinks your care should cost). You can choose to receive your personal budget as a direct payment each month. This gives you the control to employ someone you know to care for you at home rather than using a homecare agency, though you’ll then have responsibilities as an employer. If you aren’t eligible for the council to contribute to your homecare costs, you will have to pay for it yourself.

Benefits that can help you with homecare Check if you’re eligible for benefits. Some, such as Attendance Allowance and Personal Independence Payments, aren’t means tested and they can help you meet the costs of homecare. Find out how to apply for: • beneﬁts for under-65s • beneﬁts for over-65s

How to choose a paid carer If you’re arranging your own homecare, there are 2 main ways to do this: • use a homecare agency • employ your own carer

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Homecare agencies

What to expect from agency carers

Homecare agencies employ trained carers and arrange for them to visit you in your home. You may not always have the same carer visiting your home, though the agency will try to match you with someone suitable.

Homecare agency carers should treat you in a respectful and dignified way. For example, they should always:

How much do they cost? It costs around £20 an hour for a carer to come to your home, but this will vary depending on where you live. If you’re paying for yourself, the agency should be able to give you a clear price list. They’ll send you a monthly bill for your homecare. How to find a local agency There are 4 main ways to do this: • search the NHS website for local homecare services and agencies and a list of national homecare organisations and then contact the ones that interest you • ask your council’s social services department for information on the homecare agencies in your area. They may have a directory of homecare agencies on their website • contact the Care Quality Commission (CQC). All homecare agencies must register with the CQC. It can give you the latest inspection report on an agency • ask the United Kingdom Homecare Association (UKHCA) for a list of approved homecare agencies in your area

• knock and ring the front door bell and announce their arrival before coming into your home • bring an identity card • know where your keys are kept if they’re not in your home • keep any entry codes to your house conﬁdential • know what to do if they can’t get into your home • know what to do if you’ve had an accident Employing your own carer Instead of using an agency, you can hire your own carer, sometimes called a private carer or personal assistant. If you employ a carer, you have the legal responsibility of an employer. This includes arranging cover for their illness and holidays. Which? Later Life Care has advice on employing a private carer.

How to complain about homecare You have the right to complain if you’re not happy about the help at home you’re receiving. This might be because carers: • arrive late and leave early • don’t give your medicines to you properly • leave your home untidy after visits • give you poor care like dressing you wrongly First complain to your local council or, if you’re paying for yourself, the agency. The council or agency should have a formal complaints procedure on their website. Try to be specific about what happened and include staff names and dates if you can.

Questions to ask the agency Here are some questions you may want to ask an agency before employing them: • what charges, if any, will I be expected to pay? • what services are charged as extras? • have your carers looked after someone with similar needs to mine? • how will you choose the most suitable carer for me? • will the carer agree to visit in a speciﬁc time slot? And will they tell me if they’re delayed or running late? • what sort of training do your carers get? • if I’m paying for my own care, do you have a standard contract I can read before signing my own? • if the council is contributing to my care can I see a copy of the contract they’ve signed with the agency? • how can I contact your agency during the day, in an emergency or outside office hours?

If you’re not happy with the way the council or agency handles your complaint, ask the Local Government & Social Care Ombudsman to investigate further. An ombudsman is an independent person who’s been appointed to look into complaints about organisations. You can also tell the Care Quality Commission (CQC), which checks social care services in England. Your local council must provide you with an independent advocate (someone to speak up for you) to help you make a complaint if you need one.

Further help • the charity, Independent Age, has good advice on homecare • the CQC has a good booklet on what to expect from a good homecare agency • read how to organise homecare from Which? Later Life Care • Age UK has information on all aspects of homecare • if you need help with one-off jobs like changing a light bulb or moving furniture, the charity GoodGym has volunteers who will come round to help. 19

Driving and using public transport if you’re disa If you’re older or disabled, there are ways to make it easier for you to use public transport or to drive. You can get help: • using public transport • getting discounts on public transport • from the NHS with travel costs • ﬁnding community transport schemes • using taxis If you have mobility problems and you need a car to get around, you may be able to get help with costs and parking by: • discounted or free road tax • a Blue Badge parking permit • leasing a vehicle through the Motability scheme You might also want to read our information on walking aids, wheelchairs and mobility scooters.

Using public transport All public transport has to be “accessible” so disabled passengers can use it. Public transport also has to accept guide dogs or assistance dogs. If you’re using public transport, it’s worth contacting the transport operator before you travel to make sure they’re able to offer the help you need. Buses and trains usually have priority seating for older people and people with disabilities. They also usually have space and wide doors for wheelchairs. Some buses, trains and trams are fitted with ramps. Public transport in London London transport (trains, buses and river boats) is being upgraded to improve step-free access. Staff at underground stations are also trained to help people move around the underground system – for example, by helping you use lifts instead of escalators and steps, and calling ahead to arrange for help at your destination. Discounts on public transport Older people and people with disabilities can travel free on local buses anywhere in England between 9.30am and 11pm Monday to Friday, and at any time during the weekend and on bank holidays. Some local councils offer free travel for longer, and some allow a companion to travel with you for free. In most areas you can apply online on the government’s website for an older person’s bus pass or for a disabled person’s bus pass. If you often travel by train, it’s probably worth getting a disabled persons railcard. This gives you, and a companion travelling with you, a third off the price of rail tickets. Children aged 5 to 16 with disabilities are also eligible for a disabled persons railcard. This lets an adult travel with them for a third of the cost of an adult fare, while the child pays the normal child fare. 20

abled

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Some councils give free taxi vouchers to people who find it difficult to use public transport.

Driving with mobility problems If you have mobility problems and you need a car to get around, you may be able to get help with costs and parking. Road tax reductions You may be able to get a reduction in your road tax, or you may not have to pay it at all. Find out more on GOV.UK about vehicle tax exemption and vehicle tax reduction. Blue Badge disabled parking scheme You may be able to get a Blue Badge parking permit for your car. This lets you park in disabled parking bays. With a Blue Badge, you can: • park for free within certain times • park on single and double yellow lines • stay longer in on-street time-limited parking bays Blue Badge schemes are run by local councils. Most councils will let you apply for a Blue Badge online. Central London is exempt from the national Blue Badge regulations and the central London boroughs of Kensington and Chelsea, Camden, Westminster and City of London don’t fully operate the Blue Badge scheme. But if you’re exempt from road tax or have a Blue Badge permit, you may be able to get an exemption from paying the central London congestion charge.

NHS help with travel costs If you pay to travel to a hospital or other NHS setting for NHS-funded treatment or tests, you may be able to claim a refund of reasonable travel costs. Community transport schemes

Motability scheme

These schemes provide transport to and from hospitals, GP surgeries, dentists, opticians and chiropodists and podiatrists.

The Motability scheme lets you use your mobility benefits to lease a car, powered wheelchair or scooter. You can also pay extra for a more expensive vehicle.

Many areas offer a free “Dial-a-Ride” service, which give you door-to-door transport if you can’t use normal buses. You need to register for some schemes and you may have to pay. Carers may be able to travel with you for an extra charge. Check with your local council’s social services team whether there is a community transport scheme in your area.

The Motability Scheme is open to anyone who gets: • the higher rate mobility component of Disability Living Allowance (DLA) or Personal Independence Payment (PIP) • the War Pensioners’ Mobility Supplement (WPMS) • the enhanced rate mobility component of Armed Forces Independence Payment

Using taxis Taxi and private hire companies can provide wheelchair-accessible vehicles if you ask for one when you book.

The NHS have not vetted the advertisers in this publication and accepts no liability for work done or goods supplied by any advertiser. Nor does the NHS endorse any of the products or services. All information and figures correct at the time of going to print.

Medway Age UK Medway have been providing care and support services to the older population of Medway for over forty years. We provide a wide range of services right across the Medway Towns. For information on any of these you can give our friendly team a call at our head office, based in The Historic Dockyard.

Day Services We operate two clubs providing social interaction for people over 50, based in Gillingham and Strood. For a one off charge you can expect a full day including: • Refreshments and lunch • Transport to and from the centre • Events and activities • Accessible gardens • Freshly cooked two course lunch Other services available within the centres include foot care, hairdressing, hearing aid clinics and accessible bathing. There are also a wide variety of day and afternoon trips on offer, as well as performances from visiting entertainers.

Dementia Services Dementia day centres We operate two specialist dementia day care centres in Chatham and Gillingham, where our ethos is to understand the person living with dementia and allow to them to be themselves in a safe and stimulating environment. A day at the centres includes: • Transport to and from the centre • Events and activities specifically designed for people with dementia • Freshly cooked two course lunch

COGS COGS clubs offer a day of activity for people with mild dementia, based on cognitive stimulation therapy. The groups provide the opportunity to recall and/or develop new skills, and to facilitate the transfer of these skills into the home environment. We run COGS clubs in a variety of locations around Medway across the week

Dementia flexible outreach The service offers flexible activity based support for people with dementia in their own homes. It is 22

designed to enable individuals who are living with dementia to be supported in continuing to pursue their interests, maintain their independence and retain or develop social contacts.

Home care services We provide a full range of care and support services in the community. The latest CQC inspection rated the service as good. We can offer a full range of care, including: • All personal care needs • Breakfast calls • Lunch and tea calls • Assisting to bed. We can also provide domestic support, including help with cleaning and shopping.

Community bathing service The service provides the level of assistance required to enable people to safely bathe or shower in their own home.

Foot care We provide a foot care service for older people, both in the community and at our centres in Gillingham and Strood. The service includes: • Cutting and filing toe nails • Smoothing and moisturising dry skin • Checking for cracks and breaks in the skin • Looking for signs of infection

Information and Advice The I& A service can provide advice on a wide range of issues for people over 50, their families and carers We can help you with: • Welfare benefits/form filling • Pensions • Housing issues • Gas and electricity bills • Care at home • Residential care If we can’t help you directly we will be able to put you in touch with people who can.

Membership scheme If you become a member of Age UK Medway you will unlock a variety of benefits and offers. You will receive an extensive membership pack containing

information and news. Membership benefits include: • Twice yearly magazine • Access to organised day trips • Invitations to social and fundraising events • Discounts on services

Handy Van The service provides customers with a vetted hand person to carry out small maintenance jobs in and around your home. The Handy van service can carry out jobs such as; • Fixing handrails • Home security • Path Clearance • Small decorating jobs • Minor repairs • Garden clearance jobs Disclaimer: We are unable to undertake certificated work such as gas heating or electrical wiring.

Shop

achievement that they have brightened up someone else’s day. We have a variety of opportunities available, including: • Day Centre helper • Minibus driver/escort • Shop assistant • Information and Advice Worker • Befriender.

Age UK Medway The Admirals Offices, Main Gate Road, Historic Dockyard, Chatham ME4 4TZ Tel 01634 572616 www.ageuk.org.uk/medway https://www.facebook.com/AgeUKMedway https://twitter.com/ageukmedway https://www.instagram.com/ ageukmedway/

Our shop is run by a helpful staff and volunteer team and sells good quality items at low prices. All donations are gratefully received, and we are able to collect your donations. The shop is a vital source of income to work of Age UK Medway.

Volunteering Volunteers are vital to our work – we couldn’t run all our services without their help and kindness, and we always need more volunteers. People volunteer for various reasons, but most do so because it gives them a sense of 23

Come along to your local Dementia Café Information and advice in a relaxed setting for people affected by dementia in Kent & Medway Get support in an informal setting A cup of tea with someone who understands. Ideas about local support. A chat with a health professional who has the time to answer your questions. These things can make a massive difference when you or someone you know has dementia. Your local Dementia Cafés in Maidstone, Rainham, Chatham and Hoo provide a safe and supportive place for you to: ■

■

iscuss your own dementia diagnosis, or someone else’s, and think about d what it means for the future et answers from health professionals and meet and learn from other people in g similar situations keep active, make new friends and feel more confident.

Alzheimer’s Society is the UK’s leading dementia charity. We provide information and support, improve care, fund research, and create lasting change for people affected by dementia.

‘‘The people are so friendly and helpful. It stopped me bottling everything up and going into a downwards spiral,”

Judith, who has dementia

T d t

Taking on dementia together

Find out more

Get in touch today to find out more about how your local Dementia CafĂŠ can support you: 01622 747181 kentandmedway@ alzheimers.org.uk

The Care Quality Commission is here to make sure health and adult social care services including hospitals, home and residential care as well as GPs in England provide people with safe, effective, high-quality care. We publish independent inspection reports and ratings about services – information you can use when you’re choosing care for yourself, or a loved one. You can use our website to search for services you might be interested in by geographical area, or by specialism. For example, a care home that might offer specialist care for someone who has dementia. We also welcome your feedback on the care you have received – good or bad. We use this information to help inform our inspections and can alert authorities including local social services, if there are safeguarding concerns about care being provided. You can visit our website at www.cqc.org.uk to find our inspection reports, or share an experience of care. You can also call us to share an experience of care on 03000 61 61 61. Here are some tips to help you choose your care.

Social care Top tips 1

The Care Quality Commission (CQC) registers all care homes and home care agencies. You can find out which ones support specific groups of people, such as people with a learning disability or those living with dementia. CQC’s Chief Inspector for Adult Social Care, Andrea Sutcliffe always uses ‘The Mum Test’: is a care home safe, caring, effective, responsive to people’s needs and well-led? In other words, is it good enough for my Mum (or anyone else I love and care for)? Look for care homes and home care agencies where the staff involve people who use services and their families and carers, and treat individuals with compassion, kindness, dignity and respect.

Whether you are being cared for in your own home or in a residential setting, the staff looking after you need to be skilled, kind and supportive. They should also be capable and confident in dealing with your particular needs. You should always feel that their support is helping you to live the life you want to. A care home will be a home for you or your loved one. Residents should be treated as individuals with their likes and dislikes taken into account. Think about whether a home is close enough to family, friends, and community facilities. Look at how well-led and managed a home is. What does it have in place to ensure that it delivers high quality care? Does it promote meaningful activity and connect the home with the community?

If you or a loved one needs help with day-today care, you can contact your local council’s social services department. They will ‘make an assessment of your needs’ and depending on circumstances, may be able to help you access financial help. For more advice visit Age UK’s website www.ageuk.org.uk/home-and-care.

If you would like to organise your care yourself, you can find a care worker or personal assistant through an agency. Your local social services department should be able to provide details of approved agencies.

CQC’s ratings will identify services as:

Outstanding Good ● Requires improvement ● Inadequate ● This will help you make informed choices around your care.

Safeguarding adults who receive social care is everybody’s business. If you are concerned about the safety of a loved one receiving care, contact the service provider in the first instance. You can also contact social services at your local council. If you feel a crime has been committed, contact the police. You can share your safeguarding concerns with us on our website or contact our National Customer Services on 03000 616161.

The Care Quality Commission has not vetted the advertisers in this publication and accepts no liability for work done or goods supplied by any advertiser. Nor does the Care Quality Commission endorse any of the products or services.

GP Top tips

If you are new to an area you can find details of local GP services such as doctors’ practices, out-of-hours services and walkin centres in our online directory of care services www.cqc.org.uk/content/doctorsgps

7 2

You can search any of these services by the name of the service, a place name or your postcode at www.cqc.org.uk

After an inspection, CQC publishes its findings in a report on its website. You can use these reports to check and compare services in your area.

Telephone: 03000 616161 • Web: www.cqc.org.uk

CQC rates all GPs to help people make choices about where they get treatment. This will be on a four-point scale:

Outstanding Good ● Requires improvement ● Inadequate ●

There are already over 1,000 reports about GP practices published on the CQC website.

Last year, CQC launched its new-style inspection reports for GPs – looking at the five key areas SAFE, EFFECTIVE, CARING, RESPONSIVE and WELL-LED – you can use the reports to compare local GPs and choose services.

You can also use these new style inspection reports to find out more about local services and choose the one that is best for your needs.

CQC will also look at how specific population groups are treated and give a rating. For instance how well they serve: Mothers, children and young people, vulnerable older people (over 75s) and people with long-term conditions. People will be able to choose a GP service that rates highly on the areas that matter to them.

We welcome your feedback (good and bad) on the services you, or a loved one, receives from your GP. You can share information with us online at http://www.cqc.org.uk/share-yourexperience-finder or call us on 03000 61 61 61.

/CareQualityCommission

@CareQualityComm

Mental health Top tips

If you are concerned about your mental health you should first visit your GP.

Outstanding Good ● Requires improvement ● Inadequate ●

Your GP will assess you and offer appropriate advice or treatment. They can refer you to a psychological treatment service or a specialist mental health service for further advice or treatment.

Mental health services are free on the NHS but you will usually need a GP referral. If you don’t want to go to your GP you may also have the option of self-referral. This means you can go directly to a professional therapist. The NHS Choices website has a searchable directory of services which you can use to find a service near you.

If you are referred to a specialist mental health service, you can ask which other providers offer the same service in your local area and make a choice.

CQC rates mental health providers to help people make choices about where they get treatment. They will use a four-point scale:

CQC uses information from the public and holds listening events across the country where people can talk with inspectors about their experience of services.

You can look at our inspection reports and ratings for mental health services or share your experiences of care (good or bad) by visiting www.cqc.org.uk

Telephone: 03000 616161 • Web: www.cqc.org.uk /CareQualityCommission

@CareQualityComm

In April CQC launched its new-style inspection reports for mental health providers – looking at five key areas of Safe, Effective, Caring, Responsive and Well-Led – you can compare reports on CQC’s website to help choose a provider.

Services in Medway Medway Walter Brice Day Centre, Tilley Close, Hoo, Rochester, Kent, ME3 9AE

The Admirals Offices, Historic Dockyard, Chatham ME4 4TZ

Tel: (01634) 253611

Tel: (01634) 572616

Allhallows Cliffe

St Mary Hoo

MEDWAY St Mary’s Island

Wisdom Hospice, High Bank, St Williams Way, Rochester, Kent, ME1 2NU Tel: (01634) 830456

Tel: (01634) 283847

Rochester

Gillingham

Tel: (01634) 335580

Isle of Grain

Sunlight Centre GP Surgery, 105 Richmond Road, Gillingham, Kent ME7 1LX

Chatham

ourZone, Pattens Lane, Rochester, ME1 2RB

Upper Stoke

Hempstead

MCH Pentagon 30 - 34 Pentagon Centre, Military Road, Chatham, Kent, ME4 4BB

Darland House Nursing Home, 29 Darland Avenue, Gillingham, Kent, ME7 3AL Amherst Court, Palmerston Road, Chatham, Kent ME4 6LU

Tel: (01634) 852323 MCH House Bailey Drive, Gillingham, Kent ME8 0PZ Tel: (01634) 337593

MAIDSTONE 1 Dairy Court, Fairview Farm, Linton Road, Loose, Maidstone, Kent ME15 0AL Tel: (01622) 747181

Dementia Cafés run by the Alzheimer’s Society are available in Chatham, Rainham and Hoo The locations on the map indicate where services operate out of.

Useful contacts A

Action on Elder Abuse 080 880 88141 We work to protect, and prevent the abuse of, vulnerable older adults. Action on Elder Abuse, PO Box 60001, Streatham SW16 9BY I www.elderabuse.org.uk I enquiries@elderabuse.org.uk

Mind (National Association 0300 123 3393 for Mental Health) The leading mental health charity in England and Wales. We work to create a better life for everyone with experience of mental distress. I www.mind.org.uk I info@mind.org.uk

Admiral Nurses 0800 888 6678 This helpline has been set up to provide people with an opportunity to talk through their worries and concerns about themselves, friends or relatives with dementia. The lines are open on Tuesdays and Thursdays between 11am and 9pm. Callers can leave messages any time and request a call back I www.dementiauk.org I direct@dementiauk.org Age UK Medway 01634 572616 The Admirals Offices, Historic Dockyard, Chatham ME4 4TZ I www.ageuk.org.uk/medway Alzheimer’s Society 01622 747181 1 Dairy Court, Fairview Farm, Linton Road, Loose, Maidstone, Kent ME15 0AL I www.alzheimers.org.uk

C CareAware 0161 707 1107 A one stop shop for free advice on care fee funding for older people. I enquiries@careaware.co.uk Care Quality Commission (CQC) National Correspondence, Citygate, Gallowgate, Newcastle upon Tyne NE1 4PA I www.cqc.org.uk I enquiries@cqc.org.uk

03000 616161

N National Rheumatoid 0800 298 7650 Arthritis Society (NRAS) or 0845 458 3969 Provide information, support and advice for people living with Rheumatoid Arthritis. I www.nras.org.uk NHS 111

111

P Parkinson's Disease Society I www.parkinsons.org.uk

0800 800 0303

R Royal Osteoporosis Society 0808 800 0035 Advice, information and support group for people with osteoporosis. I www.theros.org.uk Royal Voluntary Service 0330 555 0310 A volunteer organisation that enriches the lives of older people and their families across Britain. We support older people by giving time and practical help to help them get the best from life. Royal Voluntary Service, Beck Court, Cardiff Gate Business Park, Cardiff CF23 8RP I www.royalvoluntaryservice.org.uk

Cruse Bereavement Care 0808 808 1677 Cruse Bereavement Care is here to support you after the death of someone close. I www.cruse.org.uk I helpline@cruse.org.uk

Stroke Association 0303 3033 100 Advice and information for stroke patients and their families. I www.stroke.org.uk

The Department of Work and Pensions I www.dwp.gov.uk

DIAL North West Kent 01474 356962 DIAL provides free confidential information and advice on all aspects of disability to the residents of North West Kent (Dartford, Swanley and Gravesham), and to KASBAH service users and members across Kent. DIAL NWK c/o KASBAH 7 The Hive, Northfleet, Kent DA11 9DE I www.dialnwk.org.uk I dialnwk@kasbah.org.uk Disability Service Centre Get advice or information about a claim you’ve already made for Disability Living Allowance, Attendance Allowance or Personal Independence Payment. I www.gov.uk/disability-benefits-helpline

E Elderly Accommodation Counsel 0800 377 7070 Elderly Accommodation Counsel (EAC) is a national charity that aims to help older people make informed choices about meeting their housing and care needs. I www.eac.org.uk I info@firststopadvice.org.uk

M Medway Citizens Advice Bureau 01634 383760 3rd Floor Kingsley House, 37-39 Balmoral Road, Gillingham, Kent ME7 4PF I www.medwayadvice.org.uk/ I info@medwayadvice.org.uk

The Pension Service I www.gov.uk/contact-pension-service

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11 Oxford Road, Gillingham, Kent ME7 4BS Call 01634 852431 or email enquiries@pembrokehouse-rnbt.org.uk www.rnbt.org.uk

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