3 Salisbury City Total Population 41,682 Population over , (18.7%)Age ,Age ,Age ,Age ,AgeAgeAgeAge
4 Salisbury Area Lowest male life expectancy Highest rate of premature (preventable) mortalityPoorest healthHighest level of disability benefit claimantsSecond highest level of hospital admissions for fallsHighest level of hospital admissions for heart disease3rd highest level of hospital admissions for diabetes
5 Salisbury District includes some of the most deprived areas in Wiltshire High cost of energy linked with very old housing means many older people are struggling to pay bills Many older people do not understand the benefit system and do not realise they could claim Pension Credit , and/or other benefits.
6 2011 Census Long Term Limiting Illness In Salisbury District Area In Salisbury District Area5942 people age 65 and over reported that their “day-to-day activities were limited a lot”6593 people age 65 and over reported that their “day-to-day activities were limited a little”
7 Wiltshire Council/NHS Joint Health and Wellbeing Strategy 2013 “The four main outcomes we want to achieve for the people of Wiltshire are:living for longerliving healthily for longer, and enjoying a good quality of lifeliving independently for longerliving fairly and reducing the higher levels of ill health faced by some less well-off communities.”
10 The Information & Advice Department Pippa Webster: I&A Manager Ginny Cooper: I&A officer 15 Information & Advice volunteers 2 Home Visiting Volunteers 2 Admin Volunteers 1 Community Volunteer
11 What does the I&A Department do? Information & Advice service to older people, their families, carers and other organisations on a wide range of topicsAn Alternative Office to the Department of Work & PensionsOutreach workTalksEventsA presence on the the Dementia Strategy Steering Group at Salisbury District Hospital
12 How do we deliver the I&A Service Clients can contact us in person, by telephone, by , at outreach sessions, via a message left on the answerphone or via an arranged home visit.30% of enquiries throughout were visits to the office, 64% were telephone enquiries and 6% a mixture of other means ( , letter, outreach etc).
13 What we did in3026 enquiries were recorded during the year
14 The top four topics:Help at home – Handyperson, reputable traders, domestic help etc.BenefitsNon-residential care which includes topics such as home care services (domiciliary care); needs assessments; personal alarms; aids and adaptationsHousing
15 Home Visits – Benefit applications A total of 168 Home Visits were completed during the year specifically to help older people apply for any benefits they may have been entitled to76% of those visits were to help apply for the benefit Attendance AllowanceOver £ was realised in previously unclaimed benefits for the year
16 Other achievements during 2012-13 An AgeUK Moneybus came to Salisbury as part of the AgeUK More Money in Your Pocket Campaign at which we gave away 950 ‘goody bags’ of benefit information and encouraged over 50 people to have a benefit check which identified over £73000 in previously unclaimed benefits.As part of the AgeUK Winter Warmth Campaign we gave away over 70 ‘Warm Packs’ containing thermal hats, socks, gloves and hot water bottles.Working in partnership with the Community Foundation we awarded 22 people with a Surviving Winter grant as help towards their fuel bills.
17 We worked with a local solicitor to help over 60 people to take advantage of having a free will drawn up.Working with AgeUK England we successfully applied for a grant to develop the I&A service.We took part in the AgeUK Big Knit Campaign to raise money for the Winter Warmth Campaign – raising £250.The collection tin in the reception area contained £ In addition £ was sent in by cheque by clients who appreciated the service we provide.
18 Customer Satisfaction Each month a volunteer sends Information & Advice client feedback forms to randomly selected clients (15 per month).During the year there was on average a 39% return on forms sent out:100% said that the advisor was courteous and respectful.83% were very satisfied with the service.98% said they would recommend the service to others.
19 Client CommentsWith elderly now needy parents I always use AgeUK as my first port of call. The one thing I love is that you always have time to listen and always have an answer.
20 Information and Advice 2013 – 2014the year so far …….
21 What we’ve done so far …… 2339 enquiries have been recorded between April and December
22 The top five topicsSo far there has been an 8% increase in the total number of enquiries recorded compared to the previous year (April-December 2012).Help at HomeBenefitsNon Residential CareHealth and DisabilityHousing
23 Home Visits – Benefit Applications The number of applications for Attendance Allowance has increased by 12% compared to the same 9 month period in In the 9 month period we have completed 128 visitsTo date we have realised £ in previously unclaimed benefitsThe actual total for the year is expected to be at least the same as last year if not more.
24 Other achievements to date … We have agreed to participate in the AgeUK Information & Advice Quality Assessment Programme.- A series of mystery shops- An audit of enquiries recorded: the enquiry; the advice given and the outcome.- An audit of all the I&A systems, policies and procedures.
25 And there’s more ……As a result of the statistics recorded we demonstrated that there was a ‘need’ for a Housing Options service in this area and were successful in our application to First Stop for funding.The Falls Awareness Event held in June 2013As part of our working relationship with one of the local care home providers we attended their summer garden party and were presented with a £500 donation.
26 The Big Knit Campaign raising £1250 towards our Winter Warmth Campaign. The Winter Warmth event held in OctoberWorking in partnership with the Community Foundation to distribute Surviving Winter grants.We entered the St Thomas’ Christmas Tree Festival in December.
27 Our greatest achievement of all …. … is to ALL our volunteers supporting AgeUK Salisbury DistrictIn Information & Advice volunteers donated nearly hours of their time to AgeUK Salisbury District; in the 9 months of this year so far they have donated over 3800 hours.Without their support, commitment, loyalty and dedication both to AgeUK Salisbury District and to older people living in South Wiltshire, none of these achievements would have happened this year or any previous year.They are all truly remarkableThank you.
30 Age UK Salisbury District supports 13 Wiltshire Council funded Day Centres throughout South Wiltshire. The objective of a day centre is to provide a safe, warm, welcoming and supportive environment for older people to meet together in their local community.
32 All day centres offer transport to and from the clubs together with tea, coffee and biscuits and a hot and nutritious meal at lunch time.
33 Regular visits to a local day centre can help to address social isolation and loneliness, improve quality of life and maintain health and wellbeing.
34 Kurling is avery popularactivity withall Day Centreguests regardlessof their ability
35 Age UK, together with the Organisers, volunteers and Trustees of a day centre,can offer regular monitoring and supportto their vulnerable clients and signpost toother sources of help and supportwhen necessary.
36 New experiences such as the wonderful ‘Sunshine Banner Project’
37 Working with Alex Grant of Toozalii Community Arts
38 All Day Centre guests and volunteers were invited to come together to watch the Cockney Cavalcade
39 When a review of day centres was undertaken in December 2012 there were a total of 266 guests who regularly attend a day centre. In addition to that 280 volunteers who are mostly over 60, also regularly attend.
40 Day centres are mainly attended by the older old age group, (over 80) and following these reviews Wiltshire Council now recognise that the Day Centres are one of the best ways to effectively support this age group.
41 In the year 2012/2013 over 450 contacts were made with the thirteen day centres we support in south Wiltshire. Each club was visited four times and all Annual General Meetings were attended.
43 During these visits we promoted all Age UK Services and identified any areas in which guests can be supported with our help. Individual support was given to a number of guests where the Organisers had concerns about their abilities to look after themselves and asked for our help.
44 Training and Support for Day Centre Organisers, Volunteers and Trustees
45 Satisfaction Surveys and South Wilts Grammar School Students from South Wilts Grammar School enjoying an afternoon socialising with the guests at Love Lane Day Centre
48 We recruited a volunteer fitness instructor who now regularly attends a day centre to give instruction to the guests.We have also introduced exercise sessions at two sheltered living developments in Salisbury.
49 Quality Standards for Community Day Centres in Wiltshire GovernanceFinanceConsultation and InvolvementServices and ActivitiesAdmission CriteriaInvolvement with the Local Community
52 Evergreen Day centreThe client base was at 19 at the end of 2012/13. It is now at 15.We met with a Senior Contracts Officer at WCC in early Sept to discuss our contract and reporting. Another meeting scheduled for Jan has already taken place.Issues:Transport for clientsLack of referralsHighlights:Contract secured until April 2016.
53 Nail clippingWe had 243 appointments (2012/13). We are on track to comfortably exceed this figure by the end of the year.Issues:Access to trainingService development:We are looking at expanding the service to include in-patients at SDH.We want to include fingernail cutting and are exploring the options.
54 Grass CuttingThe service provided 276 hours (2012/13). We are on track to comfortably exceed this figure by the end of the year.Issues:We are at capacity and have to refer clients onto local self-employed gardeners
55 Befriending serviceWe had 49 active befriender’s at the end of 2012/13 with 69 clients and 27 on the waiting list. Currently we have: 48 Befrienders with 62 clients.The number of befrienders dropped to 46 after an audit in late 2013.HighlightsThe service received a grant of £10k from Text Santa.2 more volunteer assessors recruitedIssuesThe service is currently undergoing a complete review of Policies, procedures and systems of work with a view to better support and training for volunteers
56 Telephone social calls There were 91 clients receiving a weekly call from one of our Social call volunteer in 2012/13. This figure was revised down this year following an audit of clients.HighlightsThe service is being reviewed along with the befriending service
57 Computer classesWiltshire Council provided us with 30 laptops for resale at £50 per unit. There was an eligibility criteria, however, we felt we did not quite get the uptake from our target low income group.Tutorials at AUKSD were attended by 60 clients and Home visits for computer support was provided to 40 clients in 2012/13.HighlightsWe have 62 more laptops for resale from Wiltshire Council with 5 dedicated volunteers providing setup and on-going support where required.
58 Older Peoples ForumWe meet once a quarter to offer consultation to statutory services. Last year we met with:Age UK Salisbury District – Gaps in Older peoples servicesWiltshire Council – Head of commissioning – help to live at homeHospital Discharge Services – SDHSalisbury District Hospital – Quality Accounts
63 The aim is to provide free, impartial advice, information and support for older people on a choice of housing, housing adaptions or care options that would benefit them and allow them to enjoy a better quality of life.
64 Staying Put with a helping hand We can help older people understand and pursue their choice of daily living.If someone wishes to stay in their own home, we can provide them with information, advice and practical support to access services that may help them remain in their home. Services such as Domiciliary care and Domestic Help. Information regarding Repairs, Aids and Adaptations, Energy efficiency, Safety and Security, Transport and practical help with finances. All of which will enable staying put to be a reality.
65 Moving to Sheltered Accommodation If this is a preferred option then we can provide an individual with information on sheltered housing schemes in the Salisbury District. We can also help with making an application to the Council for a Council property and if required provide practical support to make a move possible.
66 Moving to Residential Care If a client is no longer able to live independently in their own home and need help with personal care, we can provide information on the care homes in South Wiltshire. We can support them to navigate their way to finding the right home for them and if required provide practical support to make that move possible.
68 AdvertisingAttending eventsNetworkingLiaising with AgenciesVisiting Day Centres
69 How will the Service Develop Through Customer Satisfaction SurveysVia Professionals that have used the service who will make referralsBy regular Reviews and evaluations of the serviceBuilding Partnerships with tradesman and businessmenHow will the Service Develop
70 Level I is giving generic Information and Advice over the phone or face to face to a client Level 2 is when the client is given specific information and advice based on their particular financial situation.Level 3 is implementing their choice of Lifestyle whether that’s as simple as organising a carer to visit them regularly or as much as finding properties for people to view and arranging a removals van to make that move possible.
71 October, November & December 2013 statistics Target ActualLevel 1 =Level 2 =Level 3 =Level 1 is Information and Advice given to a clientLevel 2 is More specific, tailored Information and AdviceLevel 3 is Implementation to help Stay Put or MoveOctober, November & December 2013 statistics
73 Case Study Number 1Client 7046Client 7046 called us for help to consider her Housing Options – she was then living in a mobile home.Her husband is deceased and surviving family are outside of the UK.Limited savingsExplored the various options with her. One being to Stay put with help and aids and adaptions and one being to move into more suitable accommodation.After some discussion we ensured she was added to the Wiltshire Housing list called Homes4WiltshireAs Client 7046 didn’t have internet access and was without private transport – we arranged for her to be set up onto the Automatic Bidding process. This meant she didn’t need to leave her mobile home to bid on properties.She was being seen by an Occupational Therapist already so we encouraged her doctor to produce a letter to the Council, to upgrade her banding on the Housing list due to poor health and mobility.In order to keep her spirits up whilst waiting for a property – we offered her help to socialise with fellow church members – and organised a volunteer to pick her up, take her to church and drop her back home.
74 Continuation…..To maintain her mobility in and out of the mobile home, we discussed with the Park Manager and Aster Living, about having a temporary ramp fitted. They were happy for this to happen. However, Client 7046 declined this suggestion.Client 7046 was offered a property that she had bid on and she accepted.Transport for removals was organised and a Handyman was made available to assist her in putting up curtain tracks and curtains in her new property.She is now settled and happy in her new home.Client 7046
75 Case Study Number 2 Client 5834 Met Client 5834 through an Age UK Winter Warmth eventHe was living in a 3 Bedroom privately rented house.He wanted to move to a single storey property, as his children had now moved home and he is no longer married.We gave him information on Local Estate AgentsWe met with him to do a financial assessment and find out his requirements for a new home. We discovered that Client 5834 would be able rent privately but he was not entitled to any financial benefits.We sourced a ground floor flat with access to shops, a garden, a shed and a space to park his carWe arranged a visit to the property for him and the Estate AgentHe hopes to move, in the new year.