1. society
2. welfare
3. healthcare
4. hospital

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1
Chapter
How to use this Guide
and other sources of help
In this chapter you will find:
• an overview of this Guide and how to
use it
• how to find information on care at
home using the Care choice website
• information on other sources of help
About this Guide
This Guide has three main parts:
1. Useful information and advice – this is contained
in chapters 1 to 11. Examples include; making
your home safe with the right equipment, where
to get help with day to day tasks such as
shopping, information on transport, financial help
and advice and points to consider when looking
for home care services.
2. Listings of organisations
These are on pages 84 – 114. Here we have listed
agencies which provide care and support services
throughout Hampshire. You can find these
organisations listed by geographical area on
pages 77 – 83.
Details included here were correct at the time of
going to print but may change.
3. Contact details and indeces
As certain organisations (Adult Services
departments, for example) are mentioned frequently
throughout the Guide, contact details are given in
one place at the back of the Guide, page 115
onwards.
There is also an index of organisations and helplines
mentioned in the Guide (this is not an alphabetical
subject index) and, on the pullout back cover flap, you
will find a Quick and Easy Reference index which
groups subjects together under logical headings to help
you find the information you are looking for.
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Where to get help
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Your local Adult Services department (this
could be Hampshire County Council,
Southampton City Council or Portsmouth City
Council) can provide information about care and
support services that are available to you,
whether you are paying for these yourself or
receiving financial help from Adult Services.
If you are calling on behalf of someone you must
have their consent, Please note: CIT may not be
the most appropriate service for you if you need
urgent help to stay safe, immediate help with
washing, dressing, bathing or eating, or if you
already have a care package arranged through a
social worker. In these cases the person taking
the call will pass your details on to a different
team who will be able to help.
The department will assist people who are
eligible for help to identify which resources and
support can be put into place to enable them,
where possible, to retain or maintain their
independence. To contact your Adult Services
department, see contact details on page 115 – 116.
For further information contact your local team:
If you are eligible for help with care and support
services, the department will carry out a financial
assessment to see if you will be expected to
contribute towards the cost of your care or
whether it will be funded in part or in full by the
department. If you are eligible for support, your
Social worker can organise the care and arrange
payment for it. Depending on your financial
assessment, you may be asked to contribute
towards this cost. If, however, some or all of your
care is being funded by the department and you
prefer to arrange your own care, you can ask to
have Direct Payments. This means that money is
paid directly to you, giving you more choice
about the services you feel are best for you. You
could use it to employ your own personal
assistant or to purchase services from
organisations such as those listed in this Guide.
More information about paying for care is given
in Chapter 7.
Fareham: 01329 514116
For those older people who are not eligible for
help with care and support services Hampshire
County Council also runs The Community
Independence Team (CIT) who support people
aged 55 or over, who are experiencing difficulties
in maintaining their independence and who may
be finding it harder to manage around the home
or cope with everyday activities. This may be for
a variety of reasons such as social isolation,
bereavement, or loss of confidence, and it may
be that health and wellbeing is also becoming a
source of concern. If this sounds like your
situation, or that of a relative, or someone you
care for or support, then the Community
Independence Team can help.
Andover: 01264 387414
Avon Valley: 01425 482751
Basingstoke: 01256 362 057
Eastleigh: 01489 790902
Gosport: 02392 432054
Hart: 01252 796255
Havant and Petersfield: 02392 572660
Rushmoor: 01252 796255
South West New Forest: 01590 625112
Test Valley South: 01794 526028
Totton: 02380 874028
Waterside: 02380 879877
Winchester: 01962 832047
For further information and general enquiries
(but not referrals) please e-mail: [email protected]
or see the CIT website at
www.hants.gov.uk/community-independence
Hampshire County Council’s Older People’s WellBeing Team website is a further source of useful
information on independent living. See page 3 for
more information or visit
www.hants.gov.uk/bettertime
For further information about your Adult Services
department and help which is available contact your
local department (contact details on page 115 –
116).
Care choice
The online resource for independent living in
Hampshire
‘Care choice’ is a new website from Hampshire
County Council aimed at helping and supporting
you to make the right choices about your care.
Like this Guide, it provides comprehensive, practical
information on all aspects of independent living.
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New features have been added to the site, based on
input from Hampshire residents.
The Care choice website also enables you to carry
out a self assessment to help determine what care
and support you may need and you can do an
online search of all the providers listed in this Guide
– by area and type of care needed.
www.hants.gov.uk/carechoice
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Your GP can advise you about health matters.
The National Health Service (NHS) provides
medical care and treatment and your doctor can
refer you to a range of specialists for advice and
care – see Chapter 2.
Your nearest Department of Work and Pensions
(DWP) office can give you information and
advice about any state benefits or other payments
you may be entitled to – see Chapter 8.
Your local Citizens Advice Bureau (CAB) can
give free, impartial advice and information about
your rights, including benefits and how to apply
for them. CAB staff can also help you put across
your point of view when you are dealing with
other organisations. See the Phone Book for your
local branch, or the CAB website at
www.citizensadvice.org.uk or
www.citizensadvicehampshire.org
Your Borough, City or District Council can give
information about affordable housing, including
sheltered or supported housing. They will also be
able to tell you if there is a Home Improvement
Agency service or a Handyperson Scheme available
in your area. For contact details see page 123.
Your local Council of Voluntary Service (CVS)
can give you details of local organisations and
groups providing specialist services in your area,
including carers support, help around the home
and voluntary transport. For contact details see
page 117.
Age Concern Hampshire runs an advice and
information service for older people and their
families, including help in applying for benefits. Tel:
0800 328 7154 (Monday to Friday 10am-3pm)
Hampshire Trading Standards Buy with
Confidence scheme is a register of checked and
approved local businesses. For futher details, see
page 26.
The Yellow Pages gives details of local businesses
that can help with cleaning your home (under
‘cleaning services – domestic’) and equipment to
make life easier at home (under ‘disability’ and
‘mobility’).
Armed Forces Community
Hampshire County Council aims to ensure that
serving personnel, their families and veterans are
able to access the help, advice and support they
need as well as offering links to service and veterans’
charities and the Citizens Advice Bureau.
You can find help and advice on many subjects by
calling Hampshire County Council on 0845 603 5638
or by visiting www.hants.gov.uk/welfarepathway.
There is also a free national helpline run by the
Ministry of Defence – 08000 223366 – which offers
automated options for you to use to help you find
the right people to ask for help and advice.
Telephone numbers
In this Guide, we give either local or
national telephone numbers, as appropriate.
■ 0800 and 0808 numbers are normally
free to call
■ 0845 and 0844 numbers are normally those
charged at local rates
■ 0870 and 0871 numbers are normally charged at
national rates
■ 03XX numbers are specifically for public bodies.
Calls are charged at local rate from all UK
landlines and mobile network providers
Be aware that some telephone numbers may cost
more to call, especially those starting with 09. If you
get a request to call a number unfamiliar to you, you
can call the operator for free on 100 and ask them
to check the rate per minute for that number before
you call it.
Using the internet
We’ve given the addresses of many useful websites
in the Guide. Did you know that you can get free
access to the internet in all Hampshire’s libraries?
Staff at your local library can give you information
and help to get you started if you haven’t used the
internet before. For details of your local branch, see
the Phone Book, call 0845 603 5631 or visit
www.hants.gov.uk/library (Hampshire)
www.southampton.gov.uk/libraries (Southampton)
www.portsmouth.gov.uk/learning (Portsmouth)
Libraries run internet taster sessions throughout
the year.
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Chapter
2
Your health
In this chapter you will find:
• Information on services run by the NHS
• Other health care services available
• Mental health services
• End of life care
National Health Service – NHS
The NHS looks after the health interests of all UK
residents, whether suffering from an ‘everyday’
illness or something more serious. Though most
NHS services are free, there may sometimes be
charges for prescriptions, eye tests, dental treatment,
and for some vaccinations and tests. There may be a
waiting list for some types of treatment and
services.
Clinical Commissioning Groups
From 1 April 2013 Primary Care Trusts will cease
to exist and responsibility for commissioning some
health services will sit with eight Clinical
Commissioning Groups (CCG) covering Hampshire
and the Isle of Wight area. The CCGs will
commission many hospital and community services.
Clinical Commissioning Groups
West Hampshire CCG
Email : [email protected]
www.westhampshireccg.nhs.uk
South East Hampshire CCG
Includes Havant, Waterlooville,
Petersfield and Bordon
Tel. 023 9228 2085
www.southeasternhampshireccg.nhs.uk
North Hampshire CCG
Tel. 01256 637100
www.northhampshireccg.com
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North East Hampshire and Farnham CCG
Tel. 01252 335154
www.northeasthampshireandfarnhamccg.nhs.uk
Fareham and Gosport CCG
www.farehamandgosportcommissioning.info
Portsmouth CCG
Tel. 023 9282 2444
www.portsmouth.nhs.uk
Southampton City CCG
Tel. 023 8029 6904
www.southamptoncityccg.nhs.uk
Isle of Wight CCG
Tel. 01983 552064
www.isleofwightccg.nhs.uk
CCG Responsibilities
Groups will be responsible for commissioning
healthcare services across a range of clinical or
service areas, including:
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Community health services (except where part
of the public health service)
Maternity services
Elective hospital care
Urgent and emergency care including A&E,
ambulance and out-of-hours services
Older people’s healthcare services
Healthcare services for children, including those
with complex healthcare needs (except for
those specialised services commissioned by the
NHS Commissioning Board)
Rehabilitation services
Wheelchair services
Healthcare services for people with mental
health conditions
Healthcare services for people with learning
disabilities
Continuing healthcare
NHS Commissioning Board
From 1st April 2013, the national NHS
Commissioning Board will take on many of the
functions on the former Primary Care Trusts
(PCTs) with regard to the commissioning of
primary care health services as well as some
national functions, formerly undertaken by the NHS.
www.commissioningboard.nhs.uk
The Wessex Area Team of the NHS Commissioning
Board will take on responsibility for commissioning
primary care services (GPs, dentists, opticians and
pharmacists) and some specialised hospital services.
Getting the right treatment
Find a GP
If you wish to find a GP in your area, visit NHS
Choices www.nhs.uk.
Find a dentist
You can also find a dentist in your area by visiting
www.nhs.uk, as above or telephone the Dental
Helpline on 0845 050 8345 or visit
www.hampshiredentalhelpline.nhs.uk
Find a pharmacist or optician
You can find pharmacies, opticians and
ophthalmology services in your area at
www.hampshire.nhs.uk.
Accidents and Emergencies
Accident and Emergency (A&E) departments treat
people with critical or life-threatening problems like
head injuries, suspected heart attacks and serious
illnesses or injuries. This includes severe breathing
difficulties, suspected broken bones and heavy
blood loss.
Local A&E departments can be found at:
■ Southampton General Hospital
■ The Royal Hampshire County Hospital in
Winchester
■ Queen Alexandra Hospital in Portsmouth
■ Salisbury District Hospital
■ The Royal Bournemouth Hospital
■ The Basingstoke and North Hampshire Hospital
■ Frimley Park Hospital.
999 is for emergencies only
If you are unsure whether an illness or a very minor
injury needs to be dealt with at A&E call
NHS 111
Residents in Hampshire, Southampton and
Portsmouth can now call NHS 111 if they need
health advice or information or if they have a non
life-threatening health issue and are not sure where
to go for treatment.
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The three digit number, which is free to call,
replaces NHS Direct and should be called if
medical help is needed fast but it’s not a 999
emergency. A team of advisers supported by
trained Paramedics and Nurses will then assess the
caller’s symptoms, provide relevant advice and
direct them to the right local service at that time,
helping eliminate the need to make lots of
telephone calls.
The service is available 24 hours a day, 365 days a
year. It is being rolled out across England and is
expected to be in operation across the country by
October 2013.
Minor Injuries Units
A wide range of injuries and conditions are treated
at Minor Injuries Units (MIU) 365 days a year,
including broken bones and eye injuries.
MIUs are available at the following hospitals:
Andover War Memorial Hospital
Open from 8.30am-9.30pm
Telephone: 01264 835218
Lymington New Forest Hospital
Open from 8.30am-9pm
Telephone: 01590 663000
Petersfield Hospital
Open from 8am-6pm
Telephone: 01730 263221
Gosport War Memorial Hospital
Open from 8am-9pm
Telephone: 023 9279 4753
NHS Walk-in Centres
NHS Walk-in Centres provide fast and convenient
NHS treatment. You can see an experienced nurse
for advice, assessment and treatment for minor
ailments and injuries such as cuts, minor infections,
strains, sprains and skin complaints.
They are open seven days a week, including bank
holidays
The NHS Walk-in Centre in Southampton is open
8.00am – 9.30pm on weekdays
Bitterne Walk-in Centre is open 6.30am –
10.00pm on weekdays and 8.30am –10pm
weekends and Bank Holidays.
Telephone: 023 8042 6356
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The NHS Walk-in Centre in Portsmouth is open
7.30am – 10pm on weekdays weekends and Bank
Holidays.
St Mary’s Minor Injuries Centre is open 7.30am –
10pm (last appointment 9.30pm) weekdays and
8.00am – 10pm (last appointment 9.30pm)
weekends and Bank Holidays.
Telephone: 0333 200 1822
Out of Hours
The Out of Hours service is available when your
GP surgery is closed and is only for urgent health
problems that can’t wait until your surgery reopens.
The service operates at night, over the weekend
and on Bank Holidays. It is not designed for the
request or collection of repeat prescriptions; your
GP surgery will handle these.
In Hampshire, there are different Out of Hours
numbers for different areas, depending on where
you live. If you call your GP surgery, the
answerphone message will always include an out of
hours contact number.
Dental emergencies
If you have a dental problem during the day and do
not have a regular dentist, contact the Dental
Helpline on 0845 050 8345 (8.30am – 5.30pm,
Monday to Friday). If you have a regular dentist
contact them directly.
The out of hours Emergency Dental Service is
available on 0845 050 8345 (5.30pm – 9.30pm,
Monday to Friday and 8.00am – 9.30pm Saturday,
Sunday and Bank Holidays). Outside of these times
you should either ring the helpline and listen to the
message for advice or call 111.
Self Care
Illnesses like coughs, colds and minor accidents can
happen at any time, so it’s a good idea to keep a
small supply of simple remedies in your home.
Make sure your medicine cabinet contains
important basic items like:
■ paracetamol or ibuprofen
■ paracetamol or ibuprofen syrup (preferably sugar
free) for young people (Do not give aspirin to
young people under 16 years of age or people
with asthma)
■ something for stuffy noses, e.g. decongestant
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thermometer
■ a selection of plasters, non-absorbent cotton
wool, elastic bandages, triangular bandage and
assorted dressings
■ safety pins, tweezers and sharp scissors
■ sachets of oral re-hydration solution to prevent
dehydration which may arise from diarrhoea or
vomiting
■ antacids, antiseptic solution
■ anti-histamine – tablets or medicine, not the
cream.
Keep your medicines in a secure, dry place, out of
sight and reach of children or anyone who might
take anything by mistake. Keep medicines in their
original labelled container and don’t store medicines
which are past their expiry date. Your local
pharmacist can dispose of them safely.
■
Health messages in a bottle
Message in a bottle encourages people living on their
own to keep their basic personal and medical details
in a small plastic bottle in the fridge. If the emergency
services are called to your home, they can quickly find
vital information about your health. Bottles are funded
by local Lions Clubs and are free to users. Ask your
local GP surgery or pharmacy for details.
Emotional support
Your GP will be able to provide you with
information, guidance and support if you are unwell
emotionally – perhaps due to depression, stress,
anxiety or even if you are struggling to cope with a
bereavement. Don’t be afraid to ask for help.
Wellness Recovery Action Plan (WRAP)
A Wellness Recovery Action Plan (WRAP) can be
useful to anyone when planning and managing their
wellbeing. WRAP is a simple self management tool
which helps people gain more control over their
wellbeing. It is intended to help people plan for
themselves how best to maintain wellness, reduce
and better manage periods of illness.
Your Information
Say it once – save your time
Say it Once is a website that aims to save time
when it really matters. It is part of a project funded
by the Department of Health, www.sayitonce.info
and includes forms developed with local people and
organisations. These forms give residents in
Hampshire, Portsmouth and Southampton the
opportunity to record their own personal
information – and share them easily with health,
social care and emergency services when needed.
The forms include a Personal Profile to record as
much or as little information as you wish. On this,
you can say if you are taking any medication, have
any allergies or are responsible for someone else’s
care. You can then choose to share the information.
This can be very helpful, particularly in an
emergency when you may be unable to
communicate. It also means that health and social
care staff have the right information to start helping
you as quickly as possible.
The idea is that everyone should complete a
Personal Profile, plus other forms if necessary. These
other forms include the ‘Advance Care Plan’ which
helps to raise issues that may be important towards
the end of someone’s life, and ‘Arrangements I
Have Made’, which lists all your important
documents and where they can be found.
Recognising there was a need to make these forms
available to everyone, the Say It Once website
www.sayitonce.info was created. The site will
always include the most up to date forms and
guidance on how to use them. The forms can be
easily downloaded to complete on your own
computer, or print off to complete by hand.
To take control of your own information, visit:
www.sayitonce.info
or call: 01794 519495 email: [email protected]
To find out more visit www.hants.gov.uk/wrap
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Hospital care
Admission to hospital
Whether you are admitted to hospital by
appointment or following an accident or emergency,
it can be a frightening experience but the clinical
staff are there to ensure that you are well looked
after and that you get the treatment you need. There
are also some standards which NHS hospitals are
required to meet. The hospital staff must:
■ show respect for your privacy, dignity and
religious and cultural beliefs
■ handle your treatment with complete
confidentiality
■ look after you in a clean and safe environment
■ provide a named nurse in charge of your care.
A prolonged stay in hospital may affect the benefits
you are entitled to. See page 66 for details. The Patient
Advice and Liaison Service (PALS) is based in all main
hospitals and provides confidential advice and support
to anyone who has concerns about the services
provided by their local health professionals or who
needs advice about the NHS. PALS can also help you
with questions about services provided by GPs,
dentists, pharmacists and opticians.
Discharge from hospital
When your treatment is complete, the hospital will
discharge you. It is their responsibility to ensure you
don't leave hospital unless adequate arrangements
for your support in the community have been made.
The hospital may contact your Adult Services
department, so the two organisations can assess
your needs and make any necessary arrangements
for your care. On discharge you may receive a
period of reablement care, either in your own home
or in a residential setting.
Reablement care is a short-term, time limited,
intensive period of support where trained care
teams work alongside you to help you regain your
independence. Their support will focus on the skills
needed to carry out daily living activities such as
undertaking your own personal care, supporting
your nutritional needs and maintaining your mobility.
They will also work with you to determine the most
appropriate levels of ongoing support should it be
required.
14
Alternatively, there are ‘Home from Hospital’
schemes which can offer help for short periods
with things like shopping and meals and
organisations which offer private nursing in the
home. For details of organisations providing these
services see pages 84 – 114.
Hampshire County Council publish a free booklet
“Leaving Hospital and Returning Home” which
provides useful information and contact details.
Call 0845 603 5630 for a copy or visit
www.hants.gov.uk/general-publications
Other health care services
There are many community care services and social
services available that enable people to continue to
live independently. Ask at your local GP surgery if
you need further information.
Continence advisors can give you specialist advice
on how to manage incontinence. Loss of bladder or
bowel control can be brought about by a variety of
conditions so you should always see your doctor to
diagnose what is causing the problem.
There is a range of aids and equipment which can
make it far easier to cope with incontinence and, with
the help of a continence advisor, the problem can be
cured altogether in some cases.
For more information, contact your GP. You can also
get information from:
The Bladder and Bowel Foundation
Tel: 0845 345 0165
www.bladderandbowelfoundation.org
Dieticians can provide specialist advice on healthy
eating, particularly to people who have illnesses that
are affected by diet, such as irritable bowel
syndrome or heart disease.
Dentists can give you the help and advice you
need concerning your oral health. Even if you do
not have your own teeth and wear dentures, it is
important to visit the dentist regularly so he/she
can ensure that these fit well and to monitor the
general health of your mouth. Those who receive
Income Support or Pension Credit are entitled to
free NHS dental treatment. For others there are
standard charges for NHS dental treatment
depending on the treatment required. NHS Direct
and the Hampshire Dental Helpline can advise you
of a nearby NHS dental service.
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If you are housebound and need dental treatment,
you should get in touch with your community
dental service. Your GP should be able to give you
details of this.
Physiotherapists provide guidance on exercises
and equipment that will loosen stiff joints and
muscles and help alleviate pain.
The Community Care Service is for patients
corns and in-growing toenails. You may be entitled
to chiropody treatment on the NHS. Ask your
doctor for details.
who are unable to attend a surgery or clinic.
District Nurses work in partnership with patients,
families and carers to provide skilled nursing care at
home, promote and maintain patient independence
and to give patient education, advice and support.
District Nurses are also involved in running
specialist clinics and provide education and support
to nursing and residential homes.
Occupational therapists work with a range of
people – including the elderly, those with disabilities
and people recovering from illnesses – to help
them cope with everyday activities which may have
become difficult. They can assess your need for
equipment and advise on house adaptations to
make life easier.
Optometrists/opticians carry out eye tests and
prescribe lenses for glasses or contact lenses where
necessary. They can also help to diagnose cataracts
and identify other conditions which may affect
vision in the longer term. People who are over 60
are eligible for free eye tests and some others are
entitled to an NHS voucher to help pay for the
cost of glasses and contact lenses.
The Outside Clinic arranges free eye tests at home
for people who are housebound, and have learning
difficulties or mental health problems.
Call 0800 85 44 77 for details or visit their website
www.outsideclinic.com
Pharmacists can give you advice about
medication and the treatment of minor illnesses
such as coughs and colds as well as a range of
other services such as smoking cessation, weight
management and blood pressure testing. They can
also assess your symptoms and help you decide if
you need to see a doctor.
They are extensively trained experts and
community pharmacies are usually available on a
drop-in basis, seven days a week from early to late.
Some pharmacies will collect your prescription from
your doctor’s surgery for you. Ask your surgery for
details of local chemists that offer this service.
Podiatrists provide foot care, treating bunions,
Age Concern Hampshire runs Foot Health clinics
around the county, to find out more, call
01329 842 481.
Speech and language therapists can help
people having communication difficulties (for
example, after a stroke).They also help people who
are having difficulties eating and swallowing.
Sexual health
Sexual health services
The NHS provides a range of free and confidential
sexual health services across Hampshire. Services
are provided across a wide range of settings and
include the following:
■ Contraception
■ Emergency contraception
■ Testing & treatment for sexually transmitted
infections
■ Chlamydia screening
■ HIV testing & treatment
■ Pregnancy testing
■ Termination of pregnancy
■ Vasectomy
■ Psychosexual counselling
■ Sexual Health Promotion Advice & Support
For more information please visit
www.letstalkaboutit.nhs.uk or call 0300 300 2016
HIV services
Specialist HIV treatment and social care support is
provided throughout the county, all of which is
provided in strictest confidence. For details please
contact your local sexual health clinic on
0300 300 2016 or see www.hants.gov.uk/hiv or
www.letstalkaboutit.nhs.uk for more information.
Some practices will have a pharmacy in-house.
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Mental health
Help from the Health Service and
Adult Services
There is a range of mental health services available,
provided by the Health Service, Adult Services or
the private sector.
There are three main providers of mental health
services in Hampshire:
Southern Health NHS Foundation Trust
Tel: 023 8087 4300
www.southernhealth.nhs.uk
Solent Healthcare
Tel: 023 80690 8900
www.solent.nhs.uk
Surrey and Borders Partnership
NHS Foundation Trust
Tel: 0300 5555 222
www.sabp.nhs.uk
Community Mental Health Teams and
Access and Assessment Teams
(CMHTs/AATs)
Community Mental Health Teams (CMHTs) and
Access and Assessment Teams (AATs) are run
jointly by the Health Service and Adult Services, to
enable them to meet the health and social needs of
people with mental health problems. The teams
work to co-ordinate care, whether the need is
short or long-term.
People who are given help by a CMHT have a ‘care
co-ordinator’ who may be any qualified member of
the team (for example: a community psychiatric
nurse (CPN), a social worker, an occupational
therapist, a consultant psychiatrist or a psychologist).
A care co-ordinator works with the individual and,
where appropriate, their family and friends to draw
up a ‘care plan’ which looks at all aspects of a
person’s needs and aspirations to support their
recovery. This will include medical treatment, relapse
prevention, social networks, risk, crisis planning,
accommodation and employment needs and the
needs of family or friends who are looking after
them.
In addition, all of the care teams have specialist
Carer Support Workers who are able to work with
carers of people with severe mental health
problems.
16
If you get help from a CMHT, you may be eligible to
get money from Adult Services so that you can,
with help, choose and organise your own support
services. For details of the ‘Direct Payments scheme’
see Chapter 7.
CMHTs can give you information on support
services, vocational and training opportunities, and
specialist housing and leisure provision.
Help from specialist
organisations
CMHTs/AATs in Hampshire have a specialist mental
health Carers Support Worker who can provide
support. Your local Council of Voluntary Service
(see page 117) will also provide support and
information for families and friends of people with
mental health problems.
Various national organisations specialise in help and
advice for people with mental health problems and
for their families and friends, and they can tell you
whether there are local branches or support
groups.
www.mentalhealthcare.org.uk gives reliable and upto-date information to relatives and friends of
people with severe mental illness.
This website has been created by researchers and
mental health professionals who work at the
Institute of Psychiatry, King’s College London and
South London and Maudsley NHS Foundation Trust.
The site provides information about different
aspects of psychosis, treatment and care. Short,
filmed interviews with health professionals and
researchers complement the text and there are
downloadable summaries of research about
psychosis, written in plain English.
There are also pages where visitors can submit
questions to a pharmacist, a psychologist, a
psychiatrist and a social worker.
More information can be found by contacting:
Together – Working for Wellbeing
Tel: 020 7780 7300
www.together-uk.org
MDF – The BiPolar Organisation
Tel: 020 7931 6480
www.mdf.org.uk
Guide to Better Care 2013-2014_Layout 1 10/04/2013 11:01 Page 17
Self-management courses and local
support groups
The Mental Health Foundation
Tel: 020 7803 1100
www.mentalhealth.org.uk
MIND (National Association for Mental Health)
MindinfoLine: 0300 123 3393 (Monday to Friday
9am – 5pm) For details of local MIND groups visit
www.mind.org.uk or call the helpline.
Rethink
(formerly National Schizophrenia Fellowship)
www.rethink.org
General enquiries and details of local user and carer
groups can be found on their website.
Rethink National Advice Service:
Tel: 0300 5000 927 10am to 1pm Monday – Friday
SANE
Tel: 020 7375 1002 Helpline: 0845 767 8000 (daily
6pm –11pm)
www.sane.org.uk
Alzheimer’s Society
Helpline: 0300 222 1122
General: 020 7423 3500
www.alzheimers.org.uk
Information and support
Depression Alliance
For information packs tel: 0845 123 2320.
www.depressionalliance.org
Mental Health Care
Comprehensive information for familiy and friends
of people who have psychosis.
www.mentalhealthcare.org.uk
Self-help books
The ‘Recovery’ approach
For people in Hampshire that use mental health
services, ‘recovery-orientated’ practice has increased
levels of choice, hope and control. ‘Recovery’
focuses on personal development, building selfesteem and giving people practical support so that
they can find a meaningful role in society.
For more information about ‘Recovery’, visit
www.rethink.org and read their pages on ‘Living
with mental illness’.
Mental Health Wellbeing Centres
Wellbeing Centres are able to support individuals
with Mental Health problems with their recovery.
Wellbeing services are available throughout
Hampshire. They are jointly-commissioned by
Hampshire County Council and NHS Hampshire
and are provided through voluntary sector
organisations who cover the following areas:
Andover and Romsey: Andover Mind
http://www.andovermind.org.uk
Information and advice 0300 0500907
Winchester and Eastleigh: Solent Mind
www.solentmind.org.uk/our-wellbeing-centres.aspx
Tel: (Eastleigh) 023 80 611458
(Winchester) 01962 859012
Fareham and Gosport: Solent Mind
www.farehamandgosportmind.org.uk
Tel: 01329 281445
New Forest: SCA
Tel: 023 80 366663
Basingstoke and Deane: MCCH
www.mcch.org.uk/our-services.aspx
North East Hampshire: MCCH
www.mcch.org.uk/our-services.aspx
Many GP surgeries in Hampshire are working with
the library services so that people with common
mental health problems, such as depression or
anxiety can borrow high quality self-help books. Visit
your local library and ask for the section entitled
‘Books on Prescription’ which contains books
recommended by the NHS.
17
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Mental health emergencies
If you or someone you look after urgently needs
help, don’t hesitate. Phone any of the contacts listed
below for help.
To find out more about the IMCA service please
contact:
Independent Mental Capacity Advocacy Service
17 New Road Basingstoke Hampshire RG21 7PR
Tel: 01256 478999
Email: [email protected]
■
Your doctor
■
NHS Direct
■
Your local Community Mental Health Team
Dementia Advisor Service
■
Your Adult Services department
(see contacts below)
■
The police
■
Samaritans crisis line 08457 90 90 90
The Dementia Advisor Service provides support to
people with dementia, their carers and families,
through the provision of information and
signposting which is tailor made to each person’s
individual requirements.
To contact Adult Services mental health services
during evenings, nights and weekends, Tel: 0845 600
4555 Hampshire Tel: 023 9268 3400 Portsmouth
(for current users and carers only – otherwise call
023 9282 2251) Tel: 02380 835500 Southampton
(please ask for the duty bleep holder).
Making decisions
People with mental health illness are among those
offered protection by law under the provision of
the Mental Capacity Act 2005.
The Act aims to put individuals at the centre of any
decisions made regarding their care, giving them the
support and advice they need to make decisions
for themselves where possible.
Advocacy
The Independent Mental Capacity Advocate
(IMCA) service is central to the working of the
Mental Capacity Act. Advocates work with
someone who lacks capacity to make certain
important decisions, and has no one else who can
be consulted, to try and establish their wishes. The
IMCA service in Hampshire is coordinated by
Hampshire Advocacy Regional Group (HARG).
HARG is a network of advocacy schemes which
provide experienced advocates to work with
people who have:
■
mental health difficulties
■
physical or sensory impairments
■
a learning disability
as well as older people, children and young people
in transition. They also work with people who lack
capacity through other causes.
18
This individual approach helps to ensure people
have access to appropriate care and services at the
appropriate time and stage of the illness thus
supporting people from the point of diagnosis and
then onwards in their journey with dementia.
The service is provided by The Alzheimers Society
in the New Forest, Fareham, Gosport, Havant,
Petersfield and Bordon, and by Andover Mind in
Hart and Rushmoor, Basingstoke, Deane, Alton,
Eastleigh, Test Valley and Romsey.
The Alzheimers Society can be contacted on
023 92 892034
Andover Mind can be contacted on 01264 353363.
Further information may be obtained by accessing
www.hants.gov.uk/dementia-advisor-service
Substance misuse
There are various locally and nationally run
organisations which offer help to people with
substance misuse problems. Contact your doctor or
access the substance misuse provider, Solent NHS
Trust website www.solent.nhs.uk. Add search for
substance misuse.
These helpline numbers might be helpful to have
available if you are particularly worried:
■
Parent Support Link – offers support to adults
in Hampshire who are concerned about/affected
by a family member’s, or another person’s, drug
use. Helpline: 023 8039 9764.
www.parentsupportlink.org.uk
■
Alcoholics Anonymous (AA) – AA is an
informal society that offers self-help groups
across the country. Helpline: 0845 7697 555 or
023 8022 3198
www.alcoholics-anonymous.org.uk
Guide to Better Care 2013-2014_Layout 1 10/04/2013 11:01 Page 19
■
Narcotics Anonymous (NA) – NA is an
informal society that offers self-help groups for
men and women for whom drugs have become
a major problem. Helpline: 0300 999 12 12.
www.ukna.org
■
FRANK (formerly the National Drugs
Helpline): offers information, advice and tips, and
can direct you to local services, drop-in centres
and groups. They will also provide advice and
information to drug users, their friends and
families. Helpline: 0800 77 66 00 or Minicom:
0800 917 8765.
End of Life Care
For individuals who have a terminal illness or a lifethreatening condition, end of life care (often called
palliative care) is offered by a number of different
hospices or outreach schemes throughout the
county. Your GP will be able to provide you with
details of these.
Clinical Commissioning Groups, Hampshire County
Council Adults Services and other stakeholders are
working in partnership with independent and
voluntary sector providers to provide a broad
range of services for people at end of life, across
Hampshire. They can provide information and
support for someone who is dying and for their
carers, to enable them to achieve the best possible
quality of life especially during the final stages of
their illness. The newly established Clinical
Commissioning Groups are prioritizing End of Life
care for their patients and will have all relevant
information and public information leaflets with
their surgeries. They will also have an agreed End of
Life Care Policy in consultation with partners.
The National Council for Palliative Care (NCPC)
is the umbrella body for anyone involved in hospice
and palliative care services in England, Wales and
Northern Ireland. The Council works with people in
the NHS, voluntary and independent sectors
including care homes and has an interest in
improving the palliative care provided to older
people. Information and publications available
online and by telephone.
Telephone: 020 7697 1520
Email: [email protected]
www.ncpc.org.uk
Help the Hospices is a national charity for hospice
care. They provide information and support for
patients, carers and those who have an interest in
hospice and palliative care. The website includes an
online search facility for local hospice or palliative
care.
www.helpthehospices.org.uk
Enquiry line: 020 7520 8200.
(Monday to Friday, from 9am to 5pm)
For local information (including GPs, hospices, acute
hospitals and community hospitals), national
information and relevant publications visit the
website:
www.hants.gov.uk/adult-services/end-of-life
or call Adult Services on 0845 603 5630
For national Information on End of Life care visit
www.dh.gov.uk
19
Guide to Better Care 2013-2014_Layout 1 10/04/2013 11:01 Page 20
Chapter
3
Help with living at home
In this chapter you will find information on:
Adult Services assessments
• Help with everyday tasks
If you find that you are no longer able to carry out
basic tasks such as getting yourself washed and
dressed or getting to the toilet, Adult Services can
undertake an assessment. If your needs are assessed
as being substantial, they will identify extra
assistance you need and may put in place an initial
reablement programme. See page 8.
• Making your home safe
• Maintaining your home
• Housing options
Coping with everyday tasks
Personal care
Many people find that after a period of illness they
need help either for a limited time or for the longer
term. Some people may just need some support
to adjust to their new circumstances and either
re-learn old skills or acquire new skills which will
enable them to cope.
Organisations offering ongoing personal care will be
able to offer you help with getting up, going to bed,
dressing, undressing, washing, bathing, personal
hygiene, eating, drinking, using the toilet, managing
incontinence and tooth and denture care. They may
also be able to help with health-related tasks such
as dealing with pressure sores.
All organisations offering personal and/or nursing
care have to be registered with the Care Quality
20
Guide to Better Care 2013-2014_Layout 1 10/04/2013 11:01 Page 21
Commission (CQC), who regulate and inspect
social care providers and ensure that they meet
high standards. They also offer guidance on finding
and choosing the right care services.
www.cqc.org.uk. See Chapter 6.
For more information and to request a meals on
wheels telephone Apetito on 01962 779338 or visit
www.hants.gov.uk/meals-on-wheels
Housework
If you just need help with cleaning the house, the
Yellow Pages list companies under ‘Cleaning
Services – Domestic’. Some domestic cleaning
companies are included in the A-Z list starting on
page 84. You need to ask for references before
employing a cleaner.
Do your slippers fit properly?
Are your slippers too loose? Are they over-sized,
slippery, or trodden-down? If so, you could easily
miss your footing, especially on stairs, and seriously
hurt yourself.
Meals and meal delivery services
Some of the organisations that can help with
preparing or supplying meals are given in the A-Z
list starting on page 84.
www.e.volve.org.uk uk is an online directory of
local community and voluntary groups and lists
many organisations who can provide meals on
wheels type services, as well as lunch and social
clubs.
If you or someone you know is having difficulties
preparing and cooking meals there are various
options you could choose to make mealtimes easier.
Eating properly helps keep us healthy and well.
Meals on Wheels
Meals on Wheels are available to anyone over the
age of 55 years who finds it difficult to prepare
meals because of mobility or health problems.
Meals are available long term or just for a short
period, perhaps to help someone recuperating after
a stay in hospital, or to assist an older person who
cares for someone else and just needs a break from
cooking for a while.
From April 2013 a two course meal can be
delivered 365 days a year anywhere in the county,
either direct to people's doors or to a local lunch
club. A new separate Meals Support Service is also
available to help older people, who receive meals
on wheels, to have regular social contact through
volunteer visits around lunch times if they would
like it.
Poorly-fitting footwear is among the biggest causes
of accidents among older people. Last year in the
UK, 14,000 people fell and broke their hips.
You will be safer around the house if you wear
slippers that fit firmly on your foot. Styles with a
velcro fastening are easy to put on and take off, and
easy to wash.
‘Better Balance for Life’ and Falls
Prevention
Regular exercise and physical activity are really
important for good health and well-being.
Hampshire County Council’s Older People’s
Well-Being Team can provide you with information
about falls prevention, including things you can do
to prevent falls and exercises to do in the comfort
of your own home. These exercises can help you
improve your balance and flexibility if done as part
of your daily routine. There is also training available
for people who work with older people within
groups or schemes.
To obtain Better Balance for Life exercise leaflets or
to find out more about the training email
[email protected], call 0845 603 5630 or visit
www.hants.gov.uk/bettertime where you can
download the exercises and falls prevention advice.
21
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Good Neighbours Groups
Good Neighbours Groups are independent
voluntary groups which offer neighbourly help to
people in their local communities. They aim to
provide a dependable and trustworthy service
which enables people to stay independent in their
own homes and helps prevent isolation.
Some groups specialise in one activity while others
offer a range of services. Because the groups are
made up of volunteers, the sort of help they can
offer varies widely but often includes: shopping,
visiting, befriending, running lunch clubs, sitting
services, collecting prescriptions, driving people to
their GP and to hospital appointments, walking the
dog and minor repairs.
Most groups ask for a contribution towards the
cost of transport. Some have a set rate per mile,
some have a fixed fee for journeys and some simply
ask for a donation. When you contact your local
group, you should ask about contributing to costs.
Making your home safe
It is important that you feel safe and secure in your
own home and there are many simple ways in which
you can help protect yourself and your property.
Community alarms
If you are concerned about getting help in an
emergency at home then you may be interested in
having a community alarm. For example, you may
be worried about having a fall at home and not
being able to get up. The system works by you
wearing a pendant alarm around your neck or wrist.
The pendant alarm is linked to your existing
telephone line and is activated by you pressing it if
there is an emergency. You do not need to be able
to get to the telephone.
Good Neighbours Support Service
Telephone 023 9289 9671
www.goodneighbours.org.uk
There are different community alarm services
available across the county. They are operated by
district councils, housing associations and Councils
of Voluntary Service (CVS). It does not matter
whether you are a home owner or tenant. If you
are a housing association tenant, you should contact
your landlord for more information, otherwise
contact your local district council housing
department – see page 123.
Caring for Pets
Telecare
To find out if there is a group near you and what
help they can offer, contact:
If you have difficulty exercising your
dog, as well as contacting pet care
services, you can try your local
‘Good Neighbour’ group or local
church to see if there is anyone
there who can help.
Telecare is a wide range of alarms and sensors that
can enable people to live safely and independently
in their own homes. It is available through
Hampshire County Council's Adult Services
department, as well as from a wide range of district
councils and housing associations.
If you can no longer look after your pet, contact the
Cinnamon Trust. The Trust can find both long and
short-term foster carers for pets, who will keep
their owners informed about their welfare.
It can help improve confidence and minimise risks,
and can also provide peace of mind to carers and
families. The most well known is the pendant alarm
but there are many others, including falls detectors,
bed sensors and smoke detectors.
If your pet dies and you want another, the Trust can
link you with an animal whose current owner can
no longer keep it.
The Cinnamon Trust
10 Market Square, Hayle Cornwall TR27 4HE
Tel: 01736 757900
www.cinnamon.org.uk
The Trust is a charity and welcomes donations from
the people it helps. There are many companies who
offer pet walking / sitting services listed in the
Yellow Pages. Rates will vary.
22
The equipment is connected to a community alarm
response centre. If an alarm is raised then an
operator will contact the person and check how
they are. They are trained to respond in the best
way, whether that is contacting a neighbour or
calling the emergency services.
Hampshire County Council’s Adult Services
department has contracts with organisations across
the county to provide telecare. This is available
Guide to Better Care 2013-2014_Layout 1 10/04/2013 11:01 Page 23
whether you own or rent your own home. If you
would like more information then please contact the
relevant organisation for your district council area.
Further information about telecare and details of
the contracts can be found at
www.hants.gov.uk/adult-services/telecare
Your Phone
There is a specialist BT
scheme, Free Priority Fault
Repair, which aims to provide a
fault-free service, for vulnerable
people whose phone is an
essential lifeline to relatives,
friends and carers, in a case of emergency. It
safeguards your line free of charge and means any
faults will be dealt with as soon as possible day or
night, every day of the year, including Christmas
day. For more information on this scheme or other
BT services for people with special needs call the
BT general enquiries line on freephone
0800 800 150 or visit www.bt.com
Helping you to stay
independent and safe at home
Adult Services
Tel: 0845 600 4555 Monday to Thursday 8.30am5.00pm, Friday 8.30 am-4.30pm. Fax: 01329 282534
Email: [email protected]
Adult Services may be able to arrange for the
equipment or technician service to deliver a simple
piece of equipment or install a rail directly, or you
may be asked to attend a clinic or be assessed at
home.
Portsmouth and Southampton
See Social Care Services contact details on
page116.
Private Occupational Therapy
You may wish to use the services of an
independent Occupational Therapist who is in
private practice.
The College of Occupational Therapists (COT) has
a specialist section for Occupational Therapists
working in independent (private) practice. All
Occupational Therapists who are members of COT
Specialist Section Independent Practice are fully
qualified and registered with the Health and Care
Professions Council (HCPC).
Visit www.cotss-ip.org.uk or call the Independent
Practice enquiry line on 0800 389 4873.
Help from Adult Services
Occupational Therapists can carry out an
assessment of what you can and can't do in your
everyday activities. They can give you advice and
information about equipment or adaptations that
may be useful, or they may suggest alternative
practical ways of doing things.
There is a range of equipment and adaptations
available on the market to make your life at home
easier and safer. These may be simple items like
rails or equipment in the bathroom, or larger
adaptations such as stairlifts, for example. Many of
these items are available directly through Adult
Services or by Occupational Therapist
recommendation to other organisations such as
Councils or Housing Associations.
If you have sight and/or hearing loss, Adult Services
specialist advisers can help – see Chapter 5.
Hampshire
For information and advice or to arrange to be
assessed by an Occupational Therapist, contact:
23
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Places in Hampshire where you can
get advice about equipment
The centres listed here like you to phone
beforehand to discuss what you want and/or to
make an appointment.
Havant Age Concern Information and
Resource Centre
14 Market Parade, Havant PO9 1QF Tel: 023 9247
2452 Monday to Friday 10am-3.30pm
Leonard Cheshire Resource Room
Red Cross House, off Winnall Close, Winnall Manor
Road, Winchester SO22 0LB Tel: 01962 867378
www.lcdisability.org
Offers an OT assessment service.
National Disability Advice
Disabled Living Foundation (DLF)
Helpline: 0845 130 9177
(Monday to Friday 9am-5pm)
www.dlf.org.uk
DLF have a website called ‘Living made easy’ which
gives impartial advice and information about daily
living equipment and other aspects of independent
living. www.livingmadeeasy.org.uk
They have also developed ‘AskSARA’ an easy-touse, award-winning online tool that asks you
questions about yourself and your environment. It
then gives you useful advice written by a team of
Occupational Therapists and ideas of items of daily
living equipment that might help you, with details of
their suppliers. www.dlf.org.uk/content/asksara
RICA (Research Institute for Consumer Affairs)
Unit G03
The Wenlock Business Centre
50-52 Wharf Road
London
N1 7EW
Tel: 020 7427 2460
Monday to Friday 9.30am – 5.30pm
www.ricability.org.uk
Custom-made equipment for disabled people,
including children. For example, a piece of
equipment that will allow someone to play a
particular sport.
Other places in Hampshire
where you can obtain
equipment/advice
British Red Cross
You can get advice, borrow and buy simple
equipment, such as bath boards and seats,
commodes, raised toilet seats and frames, walking
frames or wheelchairs.
British Red Cross (Medical Loan Department)
Red Cross House, Winnall Close
Winchester SO23 0LB
Tel: 01962 891669
There are many shops selling equipment
throughout the County. Most have showrooms and
are happy to provide demonstrations and to give
advice. Look under ‘Disability’ and ‘Mobility’ in the
Yellow Pages or search online for your local
stockists. Alternatively, Adult Services may be able to
advise you of your nearest showroom (see contact
details on previous page).
Some furniture stores can supply easy chairs that
tilt or lift to help people get up. You can find local
stockists in the Yellow Pages under ‘Furniture
Retailers’.
You can buy, sell and exchange specialist disability
equipment (for adults and children) through the
Disability Equipment Register, a non-profit making
organisation. You can use the Register on-line, or
you can send for their monthly magazine.
Disability Equipment Register
4 Chatterton Road, Yate, Bristol BS37 4BJ
Tel: 01454 318818
www.disabilityequipment.org.uk
Unbiased information about products and services
for people who are disabled and/or elderly. Phone
for a list of publications.
For other stockists in your local area, look in your
Yellow Pages or visit www.yell.com and search
under ‘Mobility & Access Equipment & Vehicles’.
REMAP
D9 Chaucer Business Park Kemsing, Kent TN15
6YU Tel 0845 1300 456
www.remap.org.uk
Equipment by mail order or online
24
The following organisations can all send you
detailed catalogues, and supply special equipment by
mail order.
Guide to Better Care 2013-2014_Layout 1 10/04/2013 11:01 Page 25
Ableworld
Tel: 01782 205901
www.ableworld.co.uk
Hearing and Mobility
Tel: 0844 888 1338
www.hearingandmobility.co.uk
British Red Cross
Tel: 0844 893 0089
www.redcross.org.uk
Nottingham Rehab Supplies
Tel: 0845 805 2236
www.nrs-uk.co.uk
Peta (UK) Limited
Tel: 01376 573476
www.peta-uk.com
Designers and suppliers of easy-to-use tools and
aids.
Homecraft Rolyan
Tel: 0844 412 4330
www.homecraft-rolyan.com
Promedics
Tel: 01475 746400
Email: [email protected]
Protecting your home
Home check
You can ask the Police, your local council or your
local Home Improvement Agency to carry out a
check in your home to make sure that it is safe, and
to advise what you should do if it isn't. They can, for
example, check windows and doors, and electrical
and other equipment.
To find out what is available in your area contact:
■
the Police on 101 (textphone 18001 101) and
ask for the number of the crime prevention
officer for your area
■
your local council – see page 123
■
Portsmouth City Council Homecheck Tel 023
9268 8369
■
Winchester City Council Homecheck Tel 01962
848483
Hampshire Bobby Trust offers advice to older
people about home security and can provide simple
devices such as door chains and spyholes to help
prevent burglary and replace locks after a burglary.
Tel: 0300 777 0157 or visit
www.bluelamptrust.org.uk
Protecting your home from burglars
■
Make sure you secure windows and doors
before you leave the house.
■
If you are in the garden or upstairs, make sure
your downstairs doors are locked, and that you
have a key with you to get in or out in a hurry.
■
Fit window locks and keep the keys in a safe
place.
■
Keep tools and ladders securely locked away.
■
Display your burglar alarm and neighbourhood
watch sticker prominently.
■
Put up a warning sign for visitors if you have a
dog as this will deter thieves.
■
Keep valuable items out of view. Don’t leave
keys under a doormat or on a string through the
letterbox. Burglars expect this.
Contacting the police
Call 101 (textphone 18001 101) for general
enquiries or to report a crime when it's not an
emergency.
Always call 999 in an emergency.
Fire Safety
Hampshire Fire & Rescue Service recommends that
you have at least one smoke alarm on every level
of your home and ideally in all rooms except your
kitchen and bathroom.
It is important that you regularly check that alarms
are not clogged by dust and that you test that their
batteries work.
Plan how you would get out of the house in an
emergency. Your working smoke alarm will give you
early warning of a fire. You should get out of the
house, call the Fire Service and stay out.
Protecting people with sensory impairment
Hampshire Fire & Rescue Service are working in
partnership with the Adult Services Sensory team
to advise people with sensory impairments on fire
safety. They will help in devising escape plans and in
arranging the installation of special fire and smoke
detectors.
For more information about fire safety contact
Community Fire Safety Department
Hampshire Fire and Rescue Service Headquarters
Leigh Road, Eastleigh SO50 9SJ
Tel: 023 8062 6707
www.hantsfire.gov.uk
25
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Leaflets on fire safety, including “Fire safety for
people with sight, hearing or mobility difficulties”,
are available to download from www.gov.uk
Household emergencies –
who to call
Southern Water Emergency Line 0845 278 0845
Portsmouth Water Emergency Line 023 9247 7999
Sembcorp and Bournemouth Water Emergency
Line 01202 590059
Gas emergencies 0800 111 999
Choosing a reliable tradesman
Rather than waiting for someone to knock on your
door, it is better to find a reliable trader yourself.
Your local Age Concern branch or
Hampsh
ir
District Council may run a scheme to
directo e’s
ry
approve of
d local
busines
supply a handyman or gardener at a
ses
small charge.
Choose
fro
Buy With m here and
Confide
nce
Protecting Older People
The Protecting Older People project (POP) is a
unique initiative to reduce the incidence and effect
of doorstep crime in Hampshire. The project is run
and managed by the Trading Standards Service and
is part funded by Adult Services. The team
considers every aspect from prevention through to
supporting victims.
To obtain
■
Talks to older people’s group or clubs
■
A ‘Safe and Sound’ booklet
■
Doorstickers – “We do not buy goods and
services at the door"
call 01962 833620 or
Email: [email protected]
Doorstep sales and bogus callers
Hampshire Trading Standards have a Quick
Response Team who can come out to your home if
a doorstep caller, offering property repairs, is
causing you concern and:
■
is still at your home; or
■
is due to return e.g. to collect payment; or
26
G
S
Hampshire County Council's Buy
With Confidence scheme is a
register of checked and approved
local businesses. So, whether you
want a reliable plumber, electrician
or builder, check out the Buy With
Confidence list at www.buywithconfidence.gov.uk
telephone 08454 04 05 06 for help with obtaining a
tradesman from this list. A free directory is also
available from this number.
www.h
ants.gov.
uk/buyw
ith
confidenc
e
Visit ww
Information and advice from
Trading Standards
13
Phone the Environment Agency’s floodline to sign
up for flood warnings and get simple advice on
what to do before, during and after a flood.
In these circumstances telephone 01962 833666 for
assistance immediately. You can also use this number
to inform Trading Standards of doorstep callers in
your area.
EE n
FR editio
FLOODLINE 0845 988 1188
is offering to take you to the bank to withdraw
cash.
20
Electricity – call Hampshire Trading Standards for a
local electrical contractor 08454 04 05 06
■
w.buyw
ithconfid
ence.gov.
uk
Scams by post and telephone
Hampshire Trading Standards Service warns that an
estimated three million people fall victim to scams
each year. Scams such as bogus lotteries, prize draws
and miracle health cures arrive by post and
telephone and target elderly people and the
vulnerable, often leading to debt and depression.
Always be sceptical about any unsolicited offers and
never part with money or give your bank or credit
card details to obtain a prize or an offer that is too
good to be true. Don’t be rushed into making an
instant decision and don’t ring premium rate
numbers (starting 090) to claim a prize or arrange a
parcel delivery.
For further advice or if you are worried that you, or
someone close to you, has been a victim of a scam,
the Citizens Advice Consumer Helpline on
08454 04 05 06.
Reducing nuisance junk mail and
telephone calls
You can reduce the amount of junk mail delivered to
you by contacting the Mailing Preference Service
Tel: 0845 703 4599. www.mpsonline.org.uk
1
Guide to Better Care 2013-2014_Layout 1 10/04/2013 11:01 Page 27
You can stop unaddressed leaflets being delivered
by Royal Mail by contacting Freepost RRBTZBXBTTTS, Royal Mail Door to Door Opt Outs,
Kingsmead House, Oxpens Road, Oxford, OX1
1RX or email [email protected]
You can stop unsolicited telephone calls by
contacting the Telephone Preference Service on
0845 070 0707 or visiting
www.tpsonline.org.uk/tps. It may take a while for
calls to reduce. If you continue to have a problem,
contact OFCOM on 020 7981 3040.
EE
FR
on
Maintaining your home
Major repairs
You need to make sure that your home is
maintained properly so that it is safe for you to live
there. If it needs repairs, you can get advice and
help.
■
If you are elderly and/or disabled and have a low
income, you can get advice and help from your
borough, city or district council. Whether you are
a council tenant or own your own home, they
can advise whether you qualify for a grant to
help pay for the work and if so, how to apply for
one. They can recommend a reliable building
contractor and check that work has been done
to a good standard. They will also be able to tell
you whether there is a Home Improvement
Agency or Handyperson Scheme operating in
your area. For contact details see page 123.
■
If you are a private tenant, you should contact
your landlord. If they are unwilling to carry out
the work needed, you should contact your local
council housing department which may help
your landlord carry out essential work.
■
If you are a Council or Housing Association
tenant you should contact your landlord.
■
If you are paying for repairs yourself, you can still
get advice and information from your local
council. Staff may also be able to suggest local
builders who are expert in the kind of repair
work that you need. Also see ‘Buying with
Confidence’ on page 26.
■
Never agree to repairs to roofing or driveways
offered at the door. Always go to a reputable
trader.
Small repairs
There are some local 'handyperson' schemes which
deal with small repairs, home maintenance and may
be able to supply and fit equipment such as key
safes. For information about what is available near
you contact:
■
Age Concern Hampshire,Tel 0800 328 7154
■
Your local Council of Voluntary Service –
see page 117.
■
Your local council – see page 123.
Home Improvement Trust (HIT) Freephone 0800
783 7569. If you have a low income or do not have
savings or investments you may be able to get a
low cost loan from the HIT.
Find a reliable local trader through Hampshire
Trading Standards ‘Buy with Confidence’ scheme
on 0845 404 0506 or visit
www.buywithconfidence.gov.uk
Gardening
Keeping your garden maintained can become a real
concern. A gardening support service is available in
most parts of Hampshire for the over 60s living in
Hampshire from Shaw Trust, a national charity that
has more than 20 years of experience delivering
horticultural services.
27
Guide to Better Care 2013-2014_Layout 1 10/04/2013 11:01 Page 28
For those who receive a means tested benefit, the
basic service is at a reduced rate. It is also available
to those who do not receive a benefit, at the
standard rate.
The gardening support service can be accessed
whether people rent or own their own homes. For
more information, including prices and details of
how the service operates, call Shaw Trust on
01225 716300 or email
[email protected]
For advice on making your garden easier to manage
you can contact Thrive, a national charity which
promotes the benefits of gardening, on
0118 988 5688 or look at the website,
www.carryongardening.org.uk for tips to achieve
this.
Age Concern Hampshire has a list of
gardeners/garden schemes and offers a free
information and advice service on 0800 328 7154.
Councils of Voluntary Service (CVSs) also have
contacts in your local area. (See CVS contact details
on page 117).
Hampshire County Council’s ‘Buy with Confidence’
scheme has contacts of good, reliable trades people.
When asking for quotes, remember to ask if there
is a cost to remove any garden refuse and if specific
gardening equipment is needed. Find out exactly
what they will and will not do (for example, not all
gardening services offer hedge cutting).
Alterations to your home
If you are finding it hard to manage in your current
house or flat, you may want to consider altering it
to suit your needs.
■
■
28
You can get information, advice and help on all
aspects of making alterations to your home from
your local council housing department. See page
123 for contact details.
You may be eligible for a Disabled Facilities
Grant from your local Council to pay, or help
pay, for alterations. Grants are means-tested and
applicants must have a permanent and
substantial disability in order to be considered.
An Occupational Therapy assessment is required
to support the request for a grant.
Heating your Home
Staying safe while keeping warm
For your own safety, you need to make sure your
heating system is in good working order. If not
maintained properly, heating systems can be very
dangerous.
■
Have your gas/coal fired cooking and heating
equipment and flues serviced annually by a
registered CORGI or HETAS engineer.
■
Fit an approved carbon monoxide alarm.
■
Do not sleep in a bedroom with a paraffin
heater or a gas fire without a flue.
Financial assistance with heating costs
If you are struggling with your winter fuel costs, you
should speak to your energy provider, who should
be able to offer you a standard monthly direct debit
charge, to enable you to spread the cost of your
energy over the year with regular fixed payments.
The free Department of Health guide “Keep Warm,
Keep Well” provides information about staying well
in the winter by keeping warm and can be
downloaded from www.dh.gov.uk/health/2012/02
Alternatively you can visit
www.gov.uk/browse/benefits/heating which
describes the various housing and heating benefits
available, eligibility criteria and explains how to apply
for this assistance.
Most people aged 60* and over qualify for a
Winter Fuel Payment made every November to
December. If you have not received your
entitlement, phone 0845 915 1515 or textphone
0845 601 5613, Monday to Friday 8.30am-4.30pm.
*If you were born on or before 5 July 1951 (winter
2012 to 2013 – this date changes every year)
You may also be eligible for a Cold Weather
Payment for each week of very cold weather in
your area if you get Pension Credit. You may also be
eligible for a Cold Weather Payment for each
qualifying week if you are getting Income Support
or income-based Jobseeker's Allowance and have a
child under five or get one of the following:
■
a pensioner premium, higher pensioner premium
or enhanced pensioner premium
■
a disability premium or severe disability premium
■
a disabled child premium
■
Child Tax Credit that includes an individual
Guide to Better Care 2013-2014_Layout 1 10/04/2013 11:01 Page 29
element for a child or qualifying young person
who is disabled or severely disabled
AgeUK publish a fact sheet on Help with Heating
which can be downloaded from their website
www.ageuk.org.uk Tel. 0800 169 6565
More efficient heating
The following organisations may be able to help
reduce your fuel costs.
■ For free, impartial advice on how to make your
home more energy efficient and comfortable, to
save you money on fuel bills call the
Environment Centre (tEC) on freephone 0800
804 8601 or visit www.environmentcentre.com
■ If you receive certain benefits you may be
eligible for energy efficiency grants through ECO
(Energy Company Obligation). To find out more
contact the Energy Saving Trust on 0300 123
1234 or visit www.energysavingtrust.org.uk/
Alternatively contact tEC (as above)
Advice from Utility Suppliers
Southern Electric & Gas Careline
Freephone 0800 622 838
Textphone: 0800 622 839
8am-6pm Monday to Friday, 8am-2pm Saturday.
Information and advice service for older, disabled
and/or blind people:
■
how to recognise genuine Southern Electric or
Southern Electric Gas representatives
■
help if you find your meter hard to read
■
special controls, switches and adaptors
The free Careline booklet has details about available
services and helpful suggestions for customers.
British Gas Home Energy Care Advisers
0800 072 8625
textphone: 0845 955 5502
Information and home visits to provide safety
checks and advise on adaptors and gadgets to make
gas equipment easier to use for disabled and/or
blind people. Large print bills are available if needed.
BT Advice Line
Freephone 0800 800 150
Ask for the disability team and information about
specially adapted phones. A free BT booklet about
equipment and services is available.
Call 195 to find out if you are eligible for free
directory enquiries.
Housing options
Which councils have housing
departments?
If you live in Hampshire, your local city, borough or
district council deals with housing, not the County
Council.
Portsmouth and Southampton are unitary councils
and deal with all local services including housing.
Addresses and phone numbers of local councils are
on page 123.
Housing departments can offer
information and advice:
■
if you are homeless and/or want to apply for
social housing
■
if you have an assessed care need, Locality
Housing Officers will offer advice on a range of
housing options.
■
about Disabled Facilities Grants to help
owner/occupiers or tenants alter their home to
make it easier to live in.
■
about insulating, improving or maintaining your
home.
Alternative housing options
If you are finding it hard to manage in your current
house or flat you may want to consider altering it
to suit your needs. You may feel, however, that
moving to accommodation that is designed to meet
your needs is a better solution, especially if you are
not ready to move into permanent residential care.
Options for older people
Sheltered housing
‘Sheltered’, ‘retirement’ or ‘warden-assisted’ housing
are all terms used to describe accommodation
provided specifically for older people. Schemes
usually have the services of a warden or scheme
manager, though increasingly this person lives off
site, or the service is provided as 'floating support',
with periodic visits from a member of staff. Each
property will have an alarm system so the resident
can summon help in an emergency.
Sheltered housing provides privacy and
independence, but with the reassurance of knowing
29
Guide to Better Care 2013-2014_Layout 1 10/04/2013 11:01 Page 30
help can be summoned if necessary, and the
possibility of socialising with other people who are
retired.
Sheltered housing can be rented or purchased on a
leasehold basis, and a small number of schemes
offer shared ownership options. Sheltered housing
to rent is usually provided by local councils and
housing associations (social landlords), but as there
is often greater demand than availability, there are
likely to be allocation criteria and waiting lists.
Often home owners and those in a position to buy
may be given a lower priority than those who do
not have this option. There is a very limited amount
of Sheltered housing to rent through private or
commercial providers.
Extra Care housing
‘Extra care housing’, ‘Assisted living’, or ‘housingwith-care’ are terms used to describe various
models of retirement housing for older people who
can no longer live completely on their own but do
not need 24-hour complex medical supervision.
In its most developed form, extra care housing is
seen as an alternative to residential care (a care
home or nursing home). Extra care housing
schemes offer a high level of services and facilities,
meals and personal care services. Other facilities
such as hairdressing may also be provided.
Depending on the scheme, you may be able to rent,
own or part-own your own flat or bungalow. For
more information see page 2.
Retirement Villages
The name retirement village refers mainly to the
size of a development – say 100 units or more.
Retirement villages are a relatively new type of
housing for elderly people, but are growing in
popularity in the UK. They aim to offer
independent flats or bungalows together with a
range of social, sport and leisure facilities and retail
outlets, sometimes together with high levels of care
and support that can be adapted to residents'
needs. The larger scale of retirement villages allows
for the provision of facilities and care services that
would not be viable in smaller developments.
Schemes may offer properties to buy, to rent or on
a shared ownership basis, or a mixture of all three.
The range of facilities and services available vary
significantly between providers.
30
Who can give me more advice?
If you are a client of Adult Services, speak to your
social worker about housing options. They will be
able to liaise with the Locality Housing Officer
(LHO) for your area. Locality Housing Officers are
Adult Services staff based in district/city council
offices who provide a link between district housing
departments and local adult services area offices.
If you are not a client of Adult Services, for advice
and information on the specialised accommodation
for older people available in your area, you can
contact either
First Stop Care Advice (FSCA) Tel: 0800 377 7070
or visit www.firststopcareadvice.org.uk
The Elderly Accommodation Counsel,
Tel: 020 7820 1343 or visit www.housingcare.org
who hold detailed information on all properties to
buy and rent by location.
Options for people with
disabilities
Extra Care (see section above)
Supported housing
Supported housing is accommodation designed to
meet the particular needs of people with disabilities
and support is provided as a condition of living in
the accommodation. This may be housing, where,
for example, all facilities are accessible to someone
in a wheelchair. Schemes vary in how much
support, such as an emergency-call system, is
provided. Your district or city housing department
should be able to give you details of what is
available locally.
‘Group living’ schemes
There are also some ‘group living’ schemes which
offer communal accommodation to small groups of
people in a similar situation – a kind of house-share.
These schemes are mainly for people with learning
disabilities and for people with mental health
problems. Group living schemes are run largely by
voluntary organisations or housing associations.
For more information contact your local Adult
Services office. (See pages 115 and 116.)
Guide to Better Care 2013-2014_Layout 1 10/04/2013 11:01 Page 31
Shared Lives
■
people with mental health illness
■
people with physical disabilities
■
people with HIV / AIDS
■
veterans
Our Shared Lives carers provide a home on a
temporary or permanent basis for a person who
needs care and support in a family environment.
Most people who use the scheme have a learning
disability, but some people have a physical disability,
a mental health issue or are older people who are
unable to live alone.
■
young families, including young fathers
■
vulnerable young people (16 years plus)
■
single homeless people
■
homeless families
■
ex-offenders
■
people experiencing domestic abuse
What carers offer varies from person to person.
For example, some carers help one person once a
week for a few hours during the day, others have
someone live with them as an extra member of the
The scheme is administered by Hampshire County
Council Supporting People Team and is a
partnership of District Councils, Health, Adult
Services and Probation. For further details see
family or provide regular respite for a person whilst
their usual carer has a break. Carers have to
undertake a comprehensive vetting process before
they are approved. They also receive appropriate
training, as well as monitoring and support from the
scheme.
www.hants.gov.uk/supporting-people
The Hampshire Shared Lives Scheme (formerly
known as Adult Placement), is all about linking
people who need help with people who can
provide it.
To find out more, call 0845 603 5630 or visit
www.hants.gov.uk/adult-services/sharedlives
Supporting People
Supporting People is the name of the programme
introduced in 2003 for providing housing-related
support. A range of support services are available
in every district in Hampshire, with support to
access housing and other accommodation. These
are for people in need of support to maintain their
tenancy, prevent homelessness, or to be safe. There
are Floating Support services and short term
accommodation based services too. These services
are in high demand, and are not part of any
statutory service. Access to all services is based on
assessed vulnerability and need for support. If you
are homeless please go to your local District or
Borough Council Housing team who will advise you
of your options. This may include a referral to a
Supported Housing Coordinator to assist with
access to service appropriate to need.
Tel: 01962 847982
Email: [email protected]
Moving into a
Residential Home
Reside
If you feel it’s time to think about
moving into residential care, then
the free Adult Services Guide to
Residential Care gives
information about what you
need to consider.
ntial C
a
!
re
PLUS
For a free copy phone
0845 603 5630 or visit
www.hants.gov.uk/resicare-publications
Generic Floating Support Services
■
anyone with housing related support need
■
older people
■
people with learning disabilities
31