Issuu

OPTIONS A guide to care and independent living

Leaving hospital What’s next?

Healthcare services Choosing the right one

NHS continuing healthcare Who’s eligible?

SOCIAL CARE

tips

Medway Spring 2016

FREE

guide

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

Contents

Leaving hospital â€“ care in the community............................................................................... 4 Community Nursing............................................................................................................ 4-5 The community respiratory team............................................................................................ 8 Community rehabilitation team........................................................................................... 8-9 How to use your health services...................................................................................... 10-11 NHS continuing healthcare................................................................................................... 12 Assessment for NHS continuing healthcare..................................................................... 12-13 What is NHS-funded nursing care?.................................................................................. 14-15 Paying for care................................................................................................................ 16-17 Direct payments................................................................................................................... 17 Care services in your home............................................................................................. 18-19 The Motability Scheme..........................................................................................................20 The Care Quality Commission Social Care, GP and Mental health top tips........................21-23 Age UK Medway - Providing care and support to the older population.............................24-25 Alzheimerâ€™s Society - Specialist support for people with dementia................................... 26-27 NHS Hospitals and services in Medway..................................................................................28 Useful contacts.....................................................................................................................29

WORKING IN PARTNERSHIP

Medway

OCTAGON DE SIGN & M ARKE T ING LT D

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 our community rehabilitation service. 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

Community nurses are expert medical ‘jack of all trades’, nursing the dying, providing general nursing care including personal care, 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 4

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 mitment m o patients’ experience.

Competence: Our staff are trained and skilled practitioners, supported by education and development throughout their careers to enable them to deliver evidencebased and quality care

Ca re

n Courag o i t e ca i n

Staff include community staff nurses, district nurses, community practitioners, healthcare assistants, nurse case managers, continence nurses, clinical nurse managers, administrators, a clinical lead and a head of service.

medication, chemotherapy disconnection, and 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.

Community nursing e Co m tenc mu pe

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.

provision 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 nurse case managers, for our more complex long term patients. Courage: We expect our staff to always act in the best interests of our patients and their 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. Continued on page 8 >>

e mpassion C Co o

WE ARE

C h a n g i n g

L i v e s

IN MEDWAY

Private Care Packages delivered to people with: • Acquired Brain Injuries • Learning Disabilities • Physical Disabilities • Older Care - Dementia • Homecare • Befriending/holiday escort Also • 24 hour care / live in care • Day service opportunities Our staff are trained to NVQ 2/3 and above DBS - enhanced

Tel: 01634 295630 www.everycare.co.uk

referrals@everycaremedway.co.uk

Do you require personal care in your own home? Contact wiicare today for a free consultation! WHO WE ARE WiiCare is a trusted quality homecare provider that offers a complete care package for people in their own homes.

WiiCare’s philosophy is to care for all its clients by: • Respecting their privacy • Promoting their independence • Valuing their dignity • Guaranteeing their rights • Ensuring their choice • Always striving for their self-fulfilment

WiiCare’s philosophy is to care for all its clients by: • Providing personal and domestic assistance which allows the elderly, people with disabilities, mental health problems and dementia to remain in their own homes for as long as possible • Assisting with the earliest possible release from hospital of acute care patient, by providing appropriate care services in the home • Assessing each client’s needs in full consultation with the client, their family and other relevant services to provide a totally integrated package of care and support • Meeting each individual’s needs as far as possible, with particular sensitivity to the race, religion and cultural background of each client • Responding to the needs of every client so as to prevent, as far as possible, the need of that client • Ensuring that all staff are trained and supported so that they provide the high of service we demand

WiiCare: Units 7-8a, Center Court, Sir Thomas Longley Road, Medway City Estate, Rochester, Kent ME2 4BQ TEL: 0808 133 2011 FAX: 0808 133 2011

CALL US TODAY! FREEPHONE: 0808 133 2011 7

>> From page 5

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. The patient will have an assessment by our specialist while still in hospital, and, if suitable, the patient is currently accepted into the early supported discharge service – a service which will run until the end of March 2016. They’ll be reviewed within 24 hours of discharge in their own home, to carry out a fuller assessment and to enable a full review by the community respiratory team.

Community

rehabilitation team The community rehabilitation service based at the Walter Brice Centre in Hoo, comprises of 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. The community rehabilitation service 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. 8

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 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 one of two rehabilitation units in Medway (Platters Farm Lodge or Frindsbury Hall). Rapid response will make rehabilitation happen to make sure these patients can return home as soon as possible.

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 another community rehabilitation team such as 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.

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 within the team.

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 the community rehabilitation service and across MCH, especially with respect to conditions such as MS, Parkinsonâ€™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

How to use your health services There are a range of healthcare services available to help you find the right expert care to meet your needs. Choosing the service most appropriate to your symptoms means you get the right treatment in the right place.

Choking. Chest pain. Suspected stroke. Blacking out. Severe bleeding.

For symptoms of serious illnesses and major accidents, choose A&E (Accident & Emergency).

Cuts. Sprains. Rashes. Minor fractures.

For trips, falls, skin complaints and minor injuries, choose Walkin Health Centre or Minor Injuries Unit or Urgent Care Centre.

Vomiting. Ear pain. Feeling ill.

For infections and persistent symptoms or if your child has a high temperature, choose your GP.

Diarrhoea. Minor infections. Headache. Bites and stings.

For tummy upsets, insect bites and stings, coughs and colds and travel advice, choose a pharmacist.

Unsure? Confused? Need help?

For absolutely any questions about your health, choose NHS 111 service.

Grazed knee. Sore throat. Cough.

For minor ailments, grazes, bruises and similar problems, choose self-care.

NHS

continuing healthcare

NHS continuing healthcare is a free package of care for people who have significant ongoing healthcare needs. It is arranged and funded by the NHS. You can receive NHS continuing healthcare in any setting outside hospital, including in your own home or in a care home. If you receive care in your own home, the NHS will cover the cost of the support you need from health professionals and the cost of personal care which can include help with washing and getting dressed. If you receive NHS continuing healthcare in a care home, the NHS will also pay your care home fees.

Eligibility for NHS continuing healthcare When assessing your eligibility for NHS continuing healthcare, staff must follow certain processes. You must be assessed by a team of healthcare professionals as having a ‘primary health need’ for care. This means that you need care primarily because of your health needs. This is assessed by looking at: • t he type and particular characteristics of your needs • how intense and severe they are • the complexity of your needs •h ow unpredictable your needs are; including any risks to you and others if adequate and timely care is not provided

Eligibility is always based on these needs, rather than any particular diagnosis or condition.

When should I be considered for NHS continuing healthcare? If you have ongoing health needs, there are times when staff should consider whether you may be eligible. These include: • when you are ready to be discharged from hospital and your long-term needs are clear • once a period of intermediate care or rehabilitation following a hospital stay have finished and it’s agreed your condition is unlikely to improve • whenever your health or social care needs are being reviewed as part of a community care assessment • if your physical or mental health deteriorates significantly and your current level of care seems inadequate • when your nursing needs are being reviewed. This should happen annually if you live in a nursing home • if you have a rapidly deteriorating condition and may be approaching the end of your life In these circumstances, your discharge staff, staff co-ordinating your intermediate care, GP or a member of the social work team should raise the issue of NHS continuing healthcare and assess your eligibility. If they don’t, make sure you ask for an assessment.

Assessment for NHS continuing healthcare You should be fully involved in the

throughout the process.

assessment and have your views taken

Most people will start by completing a checklist. This assesses your needs and indicates whether or not you should

into account. You can ask a relative or carer to help and support you 12

have a full assessment. If you’re referred for a full assessment, evidence will be collected from all relevant health and social care professionals to give a full picture of your physical, mental health and social care needs. Then a team of health and social care professionals involved in your care will look at this evidence and recommend whether or not you’re eligible. You and / or your representative can attend and participate at this meeting.

If you are eligible The team will forward their recommendation to the Clinical Commissioning Group (CCG) that is responsible for funding your care. The CCG will then discuss and agree a care and support package with you. This care and support package will be reviewed after 3 months and then at least every year. If your care needs change, your funding arrangements may also change.

Personal Health Budgets If you’re eligible for NHS continuing healthcare, you have the right to a Personal Health Budget. Personal Health Budgets allow more choice and control over the services and care you receive and can be used to pay for a wider range of items and services, including therapies, personal care and equipment. If you choose this, you will develop a care plan with your NHS team that will meet your personal health and wellbeing needs.

See NHS Choices for more information about Personal Health Budgets.

If you’re not eligible If you’re not eligible for NHS continuing healthcare, you’ll be referred to your local authority to decide whether you’re eligible for help to arrange or pay for care. However, you may be eligible for NHS-funded nursing care.

If you’re not happy with the decision If you’re turned down, you should be sent a letter telling you why. It should also tell you what steps to take and who to contact if you’re unhappy with the decision. • If you weren’t given a full assessment, you can ask the CCG to reconsider your case. If you are still dissatisfied you can use the NHS complaints system to pursue your case. • If you’re not happy after a full assessment, you can ask for the CCG to reconsider its decision. If you are still dissatisfied, you can ask for an independent review of your case. • If you’re not happy with any help you receive from the NHS, you have a right to complain. Details of the complaints procedure are available from the relevant organisation.

Fast Track If you are approaching the end of your life, you may be eligible for ‘fast tracking’ which allows you to bypass the full assessment process mentioned above. You must have a rapidly deteriorating condition that may be entering a terminal phase. If you’re eligible, a care package should be put in place as soon as possible, preferably within 48 hours. Age UK has not vetted the advertisers in this publication and accepts no liability for work done or goods supplied by any advertiser. Nor does Age UK endorse any of the products or services.

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What is NHS-funded nur NHS-funded nursing care is care provided by a registered nurse for people who live in a care home. The NHS will pay a flat rate contribution directly to the care home towards the cost of this registered nursing care.

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

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, you can ask your CCG to review the decision.

rsing care? What is the rate of payment for NHS-funded nursing care? NHS-funded nursing care is paid at the same rate across England. For 2015/16, the rate is £112.00 a week (standard rate). Before October 1 2007, there were three different levels or bands of payment for NHSfunded 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, NHSfunded nursing care is paid at a higher rate. For 2015/16, the higher rate is £154.14 a week. You’re entitled to continue on this rate unless:

careline COMMUNITY

SERVICES

4 Personal and domestic assistance to people with disabilities and the elderly 4 Flexible 24 hour on-call service 4 Personal care for the terminally ill 4 Homecare on release from hospitals or following illness 4 The flexibility of the services makes it a cost effective option for providing care in the community 4 Respite care for families and carers 4 Special dementia care 4 Shopping and doctors visits 4 Wide range of other services

Care and Help in the community Kent & Medway

01634 853187 Email: help@ccsgillingham.freeserve.co.uk Web: www.communitycarelineserviceskent.co.uk Personal care for an independent life

Holly Lodge Residential Home

• 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 £112.00 a week, or • you become entitled to NHS continuing healthcare instead

Content supplied by: All figures correct at the time of going to print.

Holly Lodge is a registered dementia care home for 22 people. We strive to provide all necessary care and attention for those who wish to spend their retirement in a secure and caring atmosphere. Our highly trained staff are on call 24 hours a day and have achieved, or are working towards, NVQ qualifications. We offer: • a visiting hairdresser • chiropodist • optician • clergy of all denominations. HOLLY LODGE RESIDENTIAL HOME 208 Maidstone Road, Chatham, Kent ME4 6HS Telephone:

01634 843588 15

Paying for

care

Paying for permanent residential care Most people will be expected to pay something towards the costs of their accommodation and personal care from their income and capital. If the local authority is involved in arranging your placement, the amount you will have to pay will be worked out via a means test, which is based on nationally set guidelines. Your local authority will firstly do a care needs assessment to identify what help you need. Then they will carry out a means test to work out how much you have to pay towards your care home fees. Currently, if you have assets of more than £23,250, you will need to pay the full cost of your care. Your home won’t be included in this if a partner or close relative still lives there. Your income is also taken into account. From April 2015, your local authority must provide a personal budget showing how much they’ve calculated they should pay towards your eligible needs (the ones identified in the care needs assessment). 16

The Care Act The Care Act is the biggest change in social care in more than 60 years. It is being introduced in two parts in April 2015 and April 2020. It will change the way the social care system works. There are proposed changes to the way that people fund their care, with a new cap on care costs set at £72,000. There are also changes to the means test. Although these changes were due to be introduced in April 2016, the Government has now announced that it is to delay this timetable to April 2020.

Paying for temporary care in a care home Local authority charging rules differ when a stay in a care home is temporary, rather than permanent. Some people go into a care home on a temporary basis to give themselves or their carers a break‚ or while they are recuperating from an illness. Others enter a home temporarily for a ‘trial’ period to decide whether they want to live permanently in that home.

Temporary care may also be part of an ‘intermediate care’ package‚ which should be free of charge.

Paying for care if you have a partner Being part of a couple can affect a care home resident’s eligibility for local authority assistance with care home fees and both partners’ eligibility for social security benefits during the period in care. At Age UK, we have produced a factsheet that

addresses this issue and includes sections on the valuation of jointly owned capital, temporary admissions and where both members of a couple go into a care home. Government guidance on the rights of a spouse in a care home to pass 50% of their private or occupational pension to their partner living at home are also included. This factsheet should be read alongside Age UK’s other factsheets on care home charging and benefits‚ particularly Paying for permanent residential care.

Direct payments When your personal budget is paid directly to you this is called a Direct Payment. Direct Payments allow you to arrange your care as you wish.

needs is help with shopping, you could pay for someone to help you go shopping yourself rather than just pay someone to do it for you.

There are rules about what you can and can’t use direct payments for. The money must be used to meet the eligible needs identified in your assessment.

•p ay a spouse, civil-partner, live-in partner, or a close relative who lives in the same household as you to care for you (although there may be exceptions to this)

You can use direct payments for anything that meets those needs, for example:

• buy services from your local council

• employ your own care workers •b uy services from a voluntary or private agency • buy equipment or pay for home adaptations •p urchase other types of support to meet your assessed needs •g et to a café to meet your friends, a place of worship, or other places that are important to you. You can be personal and creative with your budget. For example, if one of your assessed

You can’t use direct payments to:

•p ay for permanent care in a care home. You can, however, pay for a short stay of up to four consecutive weeks within any 12-month period if that meets an assessed need. Not everyone will feel comfortable or capable of managing their direct payments themselves, and you don’t have to if you don’t want to. You can always choose the option for the council to arrange care for you, and you can still have a say in what will best meet your needs. Age UK has not vetted the advertisers in this publication and accepts no liability for work done or goods supplied by any advertiser. Nor does Age UK endorse any of the products or services. All figures correct at the time of going to print.

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Care services in If you need help around the home, a good option is to have a care worker come in to your home to help you.

Types of care and support Care and support comes in many forms and has many names used to describe it, including home help, care attendants and “carers” (not to be confused with unpaid family or friends who care for you). Care and support can suit you if you need: • personal care, such as washing or dressing •h ousekeeping or domestic work, such as vacuuming • cooking or preparing meals • nursing and health care • companionship Care and support can be very flexible, in order to meet your needs, and the same person or agency may be able to provide some or all of these options for the duration of your care: • long-term 24-hour care • short breaks for an unpaid family carer • emergency care • day care • s essions ranging from 15-minute visits to 24hour assistance and everything in between If you already know what you want, you can search NHS Choices directories for: • local care and support services and agencies • a list of national care and support organisations • s ervices that can help you stay safe and well in your home on a long-term basis; these services, often known as “supported living services”, can include financial, help with medication, advocacy, social and practical support

your home contact your social care department to ask for an assessment of your care and support needs. To contact social care, go to GOV.UK: find your local authority. If you are eligible for care and support services, the local authority may provide or arrange the help themselves. Alternatively, you can arrange your own care, funded by the local authority, through direct payments or a personal budget. If you have chosen direct payments or a personal budget, or you aren’t eligible for local authority help and want to get care privately, you can arrange it in several different ways.

Independent care and support agencies If you use an independent care and support agency, you or the person you’re looking after has to find the care agency and pay them. The agency will provide a service through a trained team of care workers, which means you may not always have the same person visiting your home, although the agency will do its best to take your choices into account. Independent care and support providers are regulated by the Care Quality Commission (CQC). Care and support agencies must meet CQC’s national minimum standards and regulations in areas such as training and record-keeping. The CQC has the power to inspect agencies and enforce standards. Care and support agencies must vet care and support workers before engaging them by taking up references and carrying out Disclosure and Barring Service (DBS) checks on potential employees. Care and support agencies can also: • take over the burden of being an employer – for example, payroll, training, disciplinary issues and insurance

• a place to live in a family who will care for you, known as “shared lives services” or adult placement services

• train their care and support workers through national qualifications and servicespecific training

If you believe that you might benefit from some help at home, the first thing to do is to

• replace workers when they are ill, on holiday or resign

• put things right when they go wrong An agency will want to see you and the person you’re looking after so that they can assess your needs. This also means that a joint decision can be made about the most appropriate type of care and support.

Hiring a personal assistant

GOV.UK has more information on becoming an employer, while Which? Elderly Care also has advice on employing private individuals.

Employing a care worker on a private basis

Personal assistants can offer you all that you’ll get from an agency worker, but you’ll also get the continuity, familiarity and ongoing relationship with your assistant.

If you employ a care worker privately, you will not be obliged to use the DBS scheme, but you can use it if you choose to. You need to ask social care or the police to make the checks on your behalf. The care worker must have already applied to be vetted, and must consent to the check.

However, if you employ a personal assistant, you will then have the legal responsibility of an employer. This will include arranging cover for their illness and holidays.

If you have concerns about the suitability of someone you employ privately as a personal assistant, you can ask Adult Social Care to look into the matter.

You can hire a “personal assistant” to act as a care and support worker for you.

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

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The Motability Scheme The Motability scheme allows some disabled people getting DLA, PIP or War Pensioners’ Mobility Supplement to obtain a car, powered wheelchair or scooter. The scheme uses some or all of your mobility benefit payments to cover the cost of “contract hire” or “hire purchase” of an appropriate vehicle. You can also pay an extra amount of money if you want a more expensive vehicle. With hire purchase, the price of the car will be agreed directly with the Motability dealer, and you will own the vehicle outright at the end of the agreement. With contract hire, you won’t own a vehicle, but you will get a new car every three years,

full insurance for the driver and passengers, servicing, maintenance and repairs, vehicle excise duty, replacement tyres and breakdown cover. Adaptations to the car can be made if needed, although there may be an extra charge for some adaptations. Under the Motability scheme, cars can also be adapted for people in wheelchairs. If you don’t need or want a car, you can transfer your allowance to lease a scooter or powered wheelchair.

Content supplied by:

Contact Motability To find out more about the Motability Scheme, phone Motability on 0300 456 4566 (8am-7pm Monday to Friday 9am-1pm Saturday). If you have specialist Minicom equipment, call our textphone number on 0300 037 0100. www.motability.co.uk 20

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. There’s also useful advice on the Social Care Institute for Excellence’s Find me good care website www.scie.org.uk/findmegoodcare/

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.

Medway Age UK Medway have been providing care and support to the older population of Medway since the 1970â€™s. The current organisation is the result of a merger between Age Concern Rochester & Strood Rural and Age Concern Gillingham. In 2012 we made the transition to become a local partner of Age UK, becoming known as Age UK Medway and at the end of 2015 we achieved the Organisational Quality Standards for local Age UKâ€™s in England, which recognise the high standard of our performance as an organisation. During the last four decades the organisation has built a strong reputation locally for quality, providing a full range of care and support services for the growing older population of the Medway Towns. We provide a wide range of care and support services across our community:

Home Care services Our Home Care Service provides a full range of personal care and domestic services, including breakfast, lunch and tea calls, as well as assisting to bed and prompting medication. We are also able to offer bathing assistance as well as shopping and domestic calls. We treat each person as an individual by offering a personalised service, to support people with the same respect you would want for yourself or a member of your family.

Day services We have two mainstream day centres, based in Strood and Gillingham. These are social centres for over 50â€™s which provide a full range of trips and activities, including arts & crafts, cooking, quizzes and chair based exercise. A freshly cooked two course meal is prepared, using ingredients sourced from local independent suppliers. Transport is available via our fleet of disabled access minibuses.

arranged and the day includes a two course meal, drinks and snacks. We have running programme of activities which are specially designed for people with dementia.

COGS Cogs Clubs may be able to help people experiencing problems with memory. These clubs aim to encourage members to participate in purposeful activity in order to develop or maintain active minds. The day is from 10am to 3pm and includes a light lunch / snack, tea or coffee and we have clubs running on Tuesdays, Wednesdays and Thursdays.

Flexible dementia outreach The service offers flexible activity based support for people with dementia and memory concerns living in their own home. Trained support workers will spend quality time with each person on a weekly or fortnightly basis, helping reduce social isolation and retain or regain links with their local community.

Information & Advice The I&A service provides information and advice on a wide range of issues for people aged over 50, their families and their carers. We will provide you with the facts so that you can make decisions based on reliable information. The service provides help with welfare benefits and form filling, as well as support with financial assessments, social care and support for carers.

Befriending

Dementia services

The befriending provides a vetted and police checked befriender who has been fully inducted, to visit older people living in their own home. This service is delivered entirely by some very dedicated volunteers, paying regular visits, helping to reduce social isolation and retain or regain links with their local community.

Day Care

Home from Hospital

We have two specialist dementia day care centres based in Chatham and Gillingham. The centres offer regular respite from caring. Transport can be

Home from Hospital is a free service provided for people over 50 in the Medway area who have recently been discharged from hospital. The service

provides support from a vetted volunteer and aims to reduce the risk of being quickly re-admitted.

Shop

The Handy Van service provides a vetted handyman to undertake small maintenance jobs in and around the house. The cost of the service is ÂŁ22 per hour, plus the cost of any materials used, with initial home visits and quotations being free of charge.

Like all charities we rely donations, as well as the sale of the goods in our shops, to help maintain our range or care and support services, and for this reason all donations, no matter how big or small, are welcome. If you are unable to make it down to the shop to donate your items this isnâ€™t a problem as we can arrange to collect them from you.

Foot care

Products and services

We provide a foot care service in our centres in Strood and Gillingham, as well as a community based service. The service is able to provide toenail cutting and filing, smoothing and moisturising dry and rough skin, checking for cracks and breaks in the skin, and inflammation such as blisters. It also helps highlight signs of infection like nail fungus or other problems, and signpost to appropriate professionals.

Age UK Medway works with Age UK to offer a range of insurance and other products designed for people over 50.

Handy van

Membership scheme In April 2016 the membership scheme will be launched. This will allow members access to organised trips and outings, as well as subsidised services and regular newsletters and information.

For more information about any of our services contact us on 01634 572616 or visit our website at www.ageuk.org.uk/medway

NHS Hospitals and services in Medway Walter Brice Day Centre, Tilley Close, Hoo, Rochester, Kent, ME3 9AE

Medway The Admirals Offices, Historic Dockyard, Chatham ME4 4TZ

Allhallows Cliffe

Tel: (01634) 572616

Tel: (01634) 253611

St Mary Hoo

MEDWAY

Upper Stoke

Isle of Grain

St Mary’s Island

St Bartholomew’s Hospital (Rochester), New Road, Rochester, Kent, ME1 1DS

Rochester

The Sunlight Centre, 105 Richmond Road, Gillingham, Kent ME7 1LX

Tel: (01634) 810900 Chatham

Tel: (01634) 283847

HEADINGLEY Gillingham KIRKSTALL

Wisdom Hospice, High Bank, St Williams Way, Rochester, Kent, ME1 2NU

Hempstead

MCH House Bailey Drive, Gillingham, Kent ME8 0PZ

Tel: (01634) 830456

Tel: (01634) 337593 Balfour Centre, Pattens Lane, Rochester, ME1 2RB Tel: (01634) 335580

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

Darland House Nursing Home, 29 Darland Avenue, Gillingham, Kent, ME7 3AL Tel: (01634) 852323

Useful contacts A

Action on Elder Abuse 020 8835 9280 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

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

Admiral Nursing DIRECT 0845 257 9406 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 direct@fordementia.org.uk

Mind (National Association 020 8519 2122 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 contact@mind.org.uk

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 Arthritis - 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

N National Osteoporosis Society 0845 450 0230 Advice, information and support group for people with osteoporosis. I www.nos.org.uk NHS Direct

0845 46 47

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

0800 800 0303

CareAware 0161 707 1107 A one stop shop for free advice on care fee funding for older people. I www.careaware.co.uk I enquiries@careaware.co.uk

Royal Voluntary Service 0845 608 0122 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, Cardiff Gate, Beck Court, Cardiff Gate Business Park, Cardiff CF23 8RP I www.royalvoluntaryservice.org.uk

Care Quality Commission (CQC) National Correspondence, Citygate, Gallowgate, Newcastle upon Tyne NE1 4PA I www.cqc.org.uk I enquiries@cqc.org.uk

Stroke Association 0845 3033 100 Advice and information for stroke patients and their families. I www.stroke.org.uk

03000 616161

Cruse Bereavement Care 0844 477 9400 Cruse Bereavement Care is here to support you after the death of someone close. I www.cruse.org.uk I helpline@cruse.org.uk

D 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). DIAL NWK c/o KASBAH 7 The Hive, Northfleet, Kent DA11 9DE I www.dialnwk.org.uk I info@dialnwk.org.uk Disability Benefits – for Disability 0845 712 3456 Living Allowance and Attendance Allowance I Textphone: 0845 722 4433 I www.direct.gov.uk/en/Dl1/Directories DG_10011169

E Elderly Accommodation Counsel 0800 377 7070 A national charity that aims to help older people make informed choices about meeting their housing and care needs. It is now more commonly known as EAC. I www.eac.org.uk I info@firststopadvice.org.uk

I Integrated Care Council 01379 678243 (Formerly the National Homecare Council) The Integrated Care Council is a body which brings together British public and independent sector organisations who commission or directly provide support for people living at home.

T The Department of Work and Pensions I www.dwp.gov.uk The Pension Service 0845 606 0265 I w ww.dwp.gov.uk/about-dwp/customerdelivery/thepension-service

OCTAGON DE S IG N & M A R K E T I NG LT D

Every possible care has been taken to ensure that the information given in this publication is correct at the time of going to print. Whilst the publisher would be grateful to learn of any errors, it cannot accept any liability over and above the cost of the advertisement for loss there by caused. No reproduction by any method whatsoever of any part of this publication is permitted without prior written consent of the copyright owners. Octagon Design & Marketing Ltd. ©2016. Hawks Nest Cottage, Great North Road, Bawtry, Doncaster, South Yorkshire, DN10 6AB. Telephone: 01302 714528 Options Medway is published by Octagon Design and Marketing Ltd with editorial contributions from Medway Community Healthcare, the CQC, Age UK, the Alzheimer’s Society and NHS choices. The editorial contributors have not vetted the advertisers in this publication and accepts no liability for work done or goods supplied by any advertiser. Nor do the editorial contributors endorse any of the products or services.

Notes

24 hour dedicated nursing care

Nursing Home

Long stay Short stay Older people Qualified nurses on duty 24 hours

General & dementia nursing Kind and caring staff

Tel: 01634 850411

43 - 45 Park Avenue, Gillingham, Kent ME7 4AQ

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

DESIGN PRINT SUPPORT

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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