manclink homecare

Your Homecare, Your RightsA guide for customers

Manchester Local Involvement Network

supported by

The information in this guide is correct as of May 2011. The law and support services often change so information in it may be incorrect or out of date.

If you would like this guide in another format (e.g. large print, audio tape or electronic disc) or another language please contact either your homecare agency or Manchester Local Involvement Network (LINk) on 0845 450 4247 or [email protected].

This leaflet was produced by Manchester LINk in collaboration with homecare customers, their friends and families as well as Manchester City Council and a range of voluntary groups and social care organisations.

My special thanks go to Gillian Moncaster and Nathan Atkinson from Manchester City Council, Donna Miller and Manchester Race and Health Forum, Luen Thompson and Crossroads Care Cheshire East, Manchester & Tameside, Martin Rathfelder and Socialist Health Association, Tracey Chuwen and Laura Cleeve from Home Instead Senior Care, Bren Fawcett and NEPHRA Residents Association, Naomi Davies and Shirley McArdell from ZEST, the Valuing Older People team, the Physical Disability Partnership, Helen Gilbertson and the Stroke Association, Martin Clark and CareConcepts, Helen Hibberd and Chorlton Good Neighbours, the Admiral Nurses, David Brundritt and P&D Homecare, the British Institute of Human Rights, Anna Gaughan, Angela Norris, Ben Easterbrook, Joan Gem, Ros Nesbitt, Pauline Sergeant, Marisha Palm and everyone involved in the LINk Dignity & Respect Campaign.

Valeska Matziol, Community Engagement Officer, BHA

What is this guide about?This guide aims to provide you with advice on dealing with a complaint about personal care provided in your home (Homecare). Most homecare agencies will provide a good quality service. But if you become unhappy with the service this guide will help you to deal with the problem. There is a list of independent organisations that might be able to help you further at the back of this booklet.

Why is it important to know your rights? If you use homecare services you are dependent on the help and support you receive. This can put you in a vulnerable position. People often put up with bad service. If you know your rights you do not have to worry about voicing your opinions. You can take control of decisions that affect you and make sure you get the service you are entitled to.

What are your rights as a homecare customer? All homecare agencies are regulated and monitored by the Care Quality Commission (CQC). They set rules for how homecare services should be provided. It does not matter whether you pay for your care yourself or if the Council pays. It also does not matter whether you have just started to use an agency or have been a customer for a long time.

You should always be involved in discussions about your care and treatment. Also, you should be able to agree or reject any type of examination, care, treatment or support before you receive it.

You can expect to be involved and told what's happening at every stage of your care.

Cyril: “If you've got any little problems the people here will listen. They don't do anything without asking first. They don't do anything, they don't advise you to do this or that which would be off putting. It would be like putting your hand in a snake basket. They don't pry into your private affairs and I like that.”

Source: Comment made to CareConcepts

Laura: “When it comes to dignity and respect I think it's important to make sure that the person who receives the care can retain their autonomy as much as possible. My dad doesn't like what he calls 'being bossed about' and it's important for him to feel like it's his choice.”

Source: LINk comment

You can expect to be treated with dignity and respect.

The Care Workers who support you should treat you in a way that you are comfortable with. For example, they should call you by the name you prefer and address you in a polite and friendly manner. You should never be shouted at, put down or embarrassed, for example when you receive help with washing or dressing. It is difficult to have strict rules about what care workers can or cannot do, because every person has a different view on dignity and respect. You decide what is acceptable and what is not. If you do not feel you are treated in a dignified and respectful manner, you have a right to say so and demand it to be changed. You can also expect to be given opportunities, encouragement and support to promote your independence.

Clara: “The care worker I liked most was absolutely brilliant. She was really friendly and caring and took time to sit with me and have a cup of tea. Also, she came up with really good ideas to help me. For example, initially I was confused and didn't know what date it was. She gave me stickers with the month and day on that I could change every day to keep track. On a different occasion she suggested putting a bit of food colouring into the water with my flowers so it would be easier for me to see when the water was going down. Her suggestions made me feel like she really cared about me.”


You can expect care, treatment and support that meets your needs.You have a right to have your needs assessed by your local Council and a support plan drawn up. The support plan should list all your needs and explain how they will be met. This should be the basis for a service agreement between you and the homecare agency. This should state exactly what help and support the agency will provide. Care Workers should be familiar with the support plan and service agreement and stick to it. This ensures you get care that is safe and supports your rights. You have a right to be assessed again if you think the care you receive is not appropriate, for example because your circumstances or needs have changed. If you would like to have a new assessment, ask your Care Worker about it. They will arrange this for you.

Jenny: “The support she gets is very helpful for my daughter because she leads quite an isolated life, so on the social side they get her out to take her shopping, encourage her to try new things and in the evenings they will accompany her to the cinema, for example, to which she wouldn't go… The agency we use send young carers… I know they can't become friends, that would be dangerous…. But they are part of our daily routine now, we both look forward to them coming.”


PICTURE

You can expect to be safe.You should be protected from abuse or the risk of harm. Abuse can take many forms. It might be physical, sexual, emotional or financial, or occur in the form of neglect. It is defined as 'a single or repeated act or lack of appropriate action, occurring within any relationship where there is an expectation of trust, which causes harm or distress' (Action on Elder Abuse, 2011). Anybody can experience abuse and anybody can act in an abusive manner. It can be very difficult to speak out about abuse if you are close to a person who harms us. Your homecare agency and Manchester City Council both have a duty to ensure your safety. If you are experiencing abuse, you need to contact them (Tel: 0161 234 5001) or tell somebody you trust. You will receive help and your service will not be affected.

Barbara: “We have recently changed my dad's care from an agency to a personal assistant. A few days after the new care worker started my dad asked me whether the old one would come back. When I told him no he said 'that's good, the other one used to bully me'. I was horrified to hear him say that and still can't believe he never told me while it was going on.”


You can expect to be cared for by trained staff.The Care Workers who look after you have to be properly trained. They should also be well managed and have the chance to develop and improve their skills. There should always be enough staff available to keep you safe and meet your needs.

Cathy: “…What you don't do for somebody that's got a paralysed side is put a sweatshirt or whatever over their head and then try and yank the arm in. The care workers are not trained how to do it.”


You can expect your care provider to constantly check the quality of its services.Your homecare agency should continuously monitor the quality of its services to make sure you are safe. Your personal records, including medical records, should be accurate and kept safe and confidential. If you have a log book for your care at home, every care worker should write in it when they visit. The homecare agency might ask you about the quality of the service you receive. For example, they might send you a questionnaire to complete and return. They do this because they are genuinely interested in what you think. It helps them to improve their service for you as an individual but also for all other customers. If you do not tell them about problems, they cannot do anything about them. This is a great opportunity to pay your agency a compliment for what they do well.

Vee: “When the manager came round to ask you about the satisfaction – is that a general thing?”Janet: “Not very often but he sometimes phones me to see how things are going.”

Source: LINk interview with homecare customer

Some homecare agencies use a system of electronic monitoring to help them ensure the quality of their service. Care Workers log into the system over the phone when they get to your house and log out again when they leave. They use a free phone number at no cost to you. The agency and Manchester City Council can check whether you have had your visits and how long the visits lasted. You have a right to opt out of electronic monitoring. However, it helps to make sure you are safe and getting the service you should be. It could provide evidence for a complaint if you are not happy.

You can expect complaints to be taken seriously. If you or someone acting on your behalf makes a complaint, you will be listened to and it will be acted upon properly. Your homecare agency must have an official complaints policy. This will explain what steps the homecare agency will take when they receive a complaint. You should have been given a copy of this so that you will know what to expect. The next sections explain how you can go about making a complaint in more detail.

Vee: “But you're happy that if you have a problem with the agency you can tell them and they will address it? Janet: “Yes. The manager came here the other day to see me and to ask me how things were going. How the carers were doing and so on.”

Source: LINk interview with homecare customer

You can expect your human rights to be respected.

Human rights are basic rights we all have simply because we are human. They belong to everyone and provide an important means of protection for people receiving help and support at home. The Government, hospitals and local councils must treat you with fairness, equality, dignity, respect and autonomy. In particular you have the right to liberty, the right to a fair trial, and the right to freedom of expression, under the European Convention on Human Rights. Your homecare agency must protect your human rights when you receive care. If they don't, you can complain or take your case to court. The three rights that have been used most widely to protect people receiving homecare are:

· the right not to be tortured or treated in an inhuman or degrading way· the right to respect for private and family life, home and correspondence· the right to life

Your right not to be treated in an inhuman or degrading way might be breached for example if you are washed or dressed without regard to your dignity. It might also be breached if your calls for help are routinely ignored or if excessive force is used to restrain you.

Malcolm: “Typically they'll sit me on the commode then be poking their head round every five minutes and ask if I've finished. I've pointed out that I can't open my bowels to order especially as I'm partially constipated.”


Your right to respect for private and family life, home and correspondence might be breached if your privacy isn't protected. This could happen if you are changed or left without clothes in front of others or if you are washed and undressed by a member of the opposite sex. The right might also be breached if the care you receive makes it impossible to have personal or sexual relationships. In addition, you might consider whether having lots of different Care Workers impacts on your right to respect for private life.

Miriam: “Two sisters I work with quite enjoy watching the soap operas together – Coronation Street and Britain's Got Talent and those sort of things – that's the highlight of their day, and the carers are then coming in and that's impinging on their enjoyment… and then starting to get ready to put this lady to bed, well they don't get any peace to watch what they want on TV.”


Pauline: “I dislike not knowing who is coming in to my house in the mornings – I really dislike that.”


Your right to life might be breached if a care worker does not notify emergency services when you urgently require medical help. The right also applies if you aren't given enough support to prepare meals or if you aren't helped to eat and drink.

Lisa: “Do you know… the day my father fell and he was really badly damaged, he'd really banged his head and it was a mess, they were absolutely fab. I'm sure they got the ambulance there a lot quicker than I would have done and by the time I got there I was just in time to follow the ambulance…”


Maude: “Well, you see being diabetic I've got to eat at certain times and give my insulin so if they're late, I'm thinking what am I to do?”


Here we can only offer you a brief overview over the human rights that you have. There are many more examples. However, if you would like to find out more you can request a detailed guide from the British Institute of Human Rights (Tel: 020 7848 1818). Their full contact details are in the Useful Contacts section and the guide is called “Your Human rights: A guide for older people”.

What can I do if I'm not happy with my service?

We hope you will receive a high quality homecare service that meets your needs. If things go wrong there are easy ways to raise and resolve concerns. In the following sections we suggest a number of ways to address concerns. You may follow one of our suggestions first and then try another if this fails. Alternatively, you might try two options at the same time. In any case you do not have to follow the options in the order given here. It is your choice.

Speak to the Care Worker in questionIf you are not happy with how a Care Worker is treating you or carrying out tasks in your home, you could speak to them directly. This would be appropriate for relatively small or straightforward issues. For example, if a Care Worker does not put things back in the right place, you could show them where those things actually belong. Or if they always mispronounce your name, you could correct them. It can be difficult to point out mistakes because nobody likes to criticise or be criticised. If you present your request in a friendly manner, your Care Workers will not be offended. They want to do a good job for you and will appreciate constructive feedback. Please bear in mind though that your Care Workers also have rights. They, too, need to be treated with dignity and respect and protected from abuse.

Mary: “It was the biggest issue with everybody that my dad came across… that nobody could be bothered to remember that he was known by his middle name. He was 'Alan David' and they'd wander in… and they'd go 'hello Alan' and you'd think he's Mr W to you, show him some respect, he's not used to that, that's not even his name.”


Maude: “It's the hassle – well you know when you're not fit enough and you feel sometimes you'd like to say something but you're just too frightened to offend them really.”


Speak to your homecare agencyIf you do not want to speak to your Care Worker directly or if you have a problem with the whole organisation, you could speak to one of the agency's managers or office staff. This would be appropriate for example, if you would like to change the times that Care Workers visit or if you would like a Care Worker to be replaced by a different one. It is important to remember that even though your Care Workers and managers are working for the same agency, they fulfil very different functions. Therefore, it is possible to be satisfied with one part of the service but not the other. You might be very happy with how your Care Workers treat you but not with the times they visit. Often customers are worried that if they complain about one part of the service it will affect other parts. This is not the case. You can, for instance, arrange different visiting times with the agency without getting your Care Worker in trouble.

Brian: “I can't argue at all about the carers themselves it's just that…”Vee: “It's not the care itself it's the organisation behind it…”Brian: “Yeah, yeah.”

Source: Manchester LINk interview with homecare customer

Clara: “One of the care workers spent a lot of time on the phone rather than doing her work or talking to me. I complained to the agency about this and they took the complaint really well. The manager thanked me for making her aware of this situation and assigned a different care worker to me.”


You do not have to deal with the agency on your own. Somebody you can trust can speak up about your problem for you. This might be a family member or friend, or an independent advocate. You can find out more about advocates in the Who can help me address problems with my care? section and of course you may write a letter expressing your concerns if you prefer this to speaking to somebody.

Speak to your Care Manager at Manchester City CouncilIf you do not feel comfortable talking to any representative of your homecare agency, you could speak to your Care Manager at Manchester City Council. Some people have a dedicated Care Manager who deals with their case on an ongoing basis. If this applies to you, you will know their name and have a direct telephone number for them. If you do not have a dedicated Care Manager get in touch with the social services team at the council (Tel: 0161 234 5001). The staff at the Contact Centre will take some initial details from you and then refer you to a Care Manager. They will contact you to discuss your issues and try to resolve them. They can act as a go-between between you and the homecare agency. This would be appropriate for example if you have voiced concerns to your agency before and nothing has been done about them. This would also be appropriate if you are experiencing any form of abuse.

Brian: “If it was a really genuine complaint, I would get on to social services. They're the ones that pay them so they should be able to do something.”


Change your homecare agencyYou can change your homecare agency provided an adequate alternative exists. Whether you arrange your support yourself or get it through Manchester City Council, you can try to change your service provider if you are not satisfied with the service you receive. To arrange this please get in touch with your Care Manager at Manchester City Council or the Contact Service (Tel: 0161 234 5001). In addition, there are alternative ways of receiving support. You might prefer to employ a personal assistant rather than getting help from a homecare agency. If you would like to find out more about alternative ways of organising support, please contact the Brokerage Team. Contact details for all these services can be found in the Useful Contacts section.

Laura: “Regarding my dad's care I've had some bad experiences with the first homecare agency and grave doubts about their integrity. We have now employed a different agency which is much better.”


Make a formal complaintSometimes speaking to the people involved in your care may not change things. You may feel like you haven't been listened to or be unhappy with how your concerns have been addressed. You can put in a formal complaint. You can do this through your homecare agency or through Manchester City Council. Both have a procedure which sets out how they are going to deal with your complaint and what you can expect to happen at each stage. You should already have been given your agency's complaints policy. If you have not got it, you can always request another copy. If your situation remains unresolved after having gone through the council's complaints procedure, you can register your complaint with the Local Government Ombudsman. This is a free service that looks into complaints about councils. All relevant contact details are listed in the Useful contacts section.

Janet: “I think it's once that I've made a complaint about the information that I'm not given when there is no carer coming. Sometimes I'm just sitting there waiting and that happened a few times so therefore I made a complaint about that. And then they replied and said that they would sort it out which they did, so I'm quite pleased that they got that sorted out.”


Albert: “I feel I get a good service because I demand a good service, whereas I feel that other people… don't get a good service because they are vulnerable and feel vulnerable and would not dream of complaining.”


Things to remember about complaints

Your complaint will not affect your right to receive support. If you have been assessed as requiring a certain level of support, you have a right to receive that level of support. Not being happy with how this is provided will not result in you losing the service. Your homecare cannot be stopped because you complain.

Brian: “A lot of people think that they [homecare agency] can do that sort of thing: stop it [the support]. They can't cos they can't leave you neglected.”


Your complaint will not affect your rights as a customer.All the rights we have listed at the beginning of this leaflet are your rights as a customer no matter what. You can still be expected to have these rights honoured if you complain.

Your complaint will help your homecare agency to improve their service.Homecare agencies can only help you if they know you have a problem. If you do not voice your concerns, you are not giving the agency a chance to address them. By complaining you are offering the agency an opportunity to improve their service.

Janet: “If there's something I ring the office because they need to know, don't they? They need to know if they're hiring these people to come and just work for you in your home. They need to know what's happening, what's going on.”


Your complaint might help to make homecare better for everyone. We know that it can feel uncomfortable to complain. Some people prefer to put up with things as they are. This might be especially true if your concern is only small and does not seem worth making a fuss about. When you ask your agency or Manchester City Council to address a problem you have, even if it is small, this may help other people. This could be really important because other customers might not be able to complain in the same way you are. You might have help from family members or friends or be able to write a great complaints letter. Other customers might not have the same support or abilities. Your complaint might make a difference to their lives, too.

Brian: “Sometimes these old people think that they'retreated like idiots… and it's just if they complain more it would be better.”


Your complaint might not be resolved to your satisfaction. You have a right to have your complaint taken seriously. However, your complaint may not have the outcome you are hoping for. There might be a good reason for why the service is the way it is or you might decide to keep things as they are in the end. For example, you might complain because you would prefer your care worker to give you a bath rather than a shower. While the agency might be happy to do so in principle, the time they have been allocated for your support might not allow them to. You have a right to receive support that meets your needs not support that meets your wishes if your wishes exceed your needs. If you feel that your needs are not met contact your Care Management Team (Tel: 0161 234 5001). A Care Manager will then review the service you receive and make changes if appropriate. It is always worth voicing your concerns.

Who can help me address problems with my care?

There are a number of people or organisations who can help you address problems with your care in different ways. This section tells you what kinds of services are available. Their contact details are listed in the Useful contacts section.

Information and advice servicesSometimes not having enough information is the biggest barrier to having your concerns addressed. We hope that this guide gives you a better idea of what your rights are and how you can ensure they are respected. However, there might be other things you want to know before proceeding with a complaint. If you need further information or advice there are lots of local and national organisations that can help you.

Advocacy servicesSome organisations can identify an advocate for you, who will support you through the complaints process. An advocate is someone who can represent and defend your views, needs, wishes, worries and rights if you don't feel able to do this yourself. Advocates can also help you to participate in and make decisions. They are wholly independent from your homecare agency and Manchester City Council. This means they will represent you without taking a view about your best interests.

Elected representativesAnother option might be to write a letter to your MP or locally elected councillor. They may be able to take the issue up for you and put pressure on your service to find a satisfactory solution.

Local Involvement Networks (LINks)LINks are networks of local people and organisations who try to make health and social care services better.

Manchester LINk is not an individual advocacy or complaints organisation. We cannot help you to write a complaints letter or accompany you to a meeting for example. However, we are working to improve services for everybody. It is important for us to find out what you think about the services you receive. If we do not hear from customers like you, we will not know what to change and what to keep as it is. Also, Manchester LINk works with a large number of other organisations and knows some influential people. If you need help with an individual complaint we will be able to put you in touch with the right person. If you have a general concern and share your view with Manchester LINk we can represent it to local and national government, regulatory authorities and commissioners.

Care Quality Commission (CQC)The CQC is the independent regulator for all health and social care services in England. It does not matter whether these services are provided by the NHS, local authorities, private companies or voluntary organisations. This means that your homecare agency will be regulated and monitored by the CQC. The CQC cannot investigate your individual complaint . However, they would still like to hear about your experience. They believe involving people who use services in everything they do will help improve them for everybody. Manchester LINk helps with this by reporting every comment we receive to the CQC. This means that if you let us know about any problems you might be having, the CQC will automatically be informed as well.

Informationfor carers

If you are not a homecare customer yourself, you might still come into contact with homecare services if they support a friend or family member you help care for. Importantly it might fall to you to resolve issues on behalf of the homecare customer. You can do this using any of the options described above.

Remember that as a carer you have rights, too. Like homecare customers you have a right to have your needs as a carer assessed by your local council. The assessment will help you to find out about support for you as a carer that will help you to continue caring. Consider how current homecare arrangements are organised or delivered and how that affects not only the person receiving the care but also you as a carer. For example, the timing of visits or sit-in services might have a big impact on your life. Or they might make your life more difficult. A simple change in the timing of visits might help you to have a job or pick the kids up from school. Discuss this with the Care Manager looking after the person you support. You can contact them through the Contact Service at Manchester City Council (Tel: 0161 234 5001).

Jean: “Every day, someone from the family was going in. But we could only be there at certain times, before and after work. It was a blessing to know that somebody was seeing him everyday if I was unable to get there.”

Source: Comment made to CareConcepts

Useful Contacts

Manchester City CouncilDirectorate for Adults Contact ServiceTel: 0161 234 5001Fax: 0161 255 8266Textphone: 0161 272 8770SMS text message service: 07860 003160Typetalk service: 18001 0161 234 5001Website: www.manchester.gov.uk

Manchester City CouncilDirectorate for Adults Customer Care and ComplaintsNumber One, First StreetManchester, M60 2AFTel: 0161 234 3946Email: [email protected]

Local Government Ombudsman PO Box 4771Coventry, CV4 0EHTel: 0300 061 0614Fax: 024 7682 0001Text 'call back' to 0762 480 4299Email: [email protected] Website: www.lgo.org.uk

Information and Advice

There are many great sources for information and advice both in Manchester and nationally. We have given you details for a selection of those below.

My Manchester ServicesWebsite: www.manchester.gov.uk/MyManchesterServices

One Central PlaceWebsite: www.onecentralplace.org

Age Concern Manchester24 Mount StreetManchester, M2 3NNTel: 0800 027 5787Email: Website:

Action on Elder AbusePO Box 60001Streatham, SW16 9BYTel: 080 8808 8141Email: [email protected] Website: www.elderabuse.org.uk

Age UK207-221 Pentonville RoadLondon, N1 9UZTel: 0800 169 6565Email: [email protected]: www.ageuk.org.uk

.co.uk

Care Quality CommissionCitygate, Gallowgate Newcastle upon Tyne, NE1 4PATelephone: 03000 616161Email: [email protected] Website: www.cqc.org.uk

Counsel and CareTwyman House, 16 Bonny StreetLondon, NW1 9PGTel: 020 7241 8555Email: [email protected]: www.counselandcare.org.uk

Equality and Human Rights CommissionArndale House, The Arndale CentreManchester, M4 3AQTel: 0845 604 6610Textphone: 0845 604 6620Email: [email protected] : www.equalityhumanrights.com

Manchester LINkBHADemocracy House, 609 Stretford RoadManchester, M16 0QATel: 0845 450 4247Email: [email protected]: www.manchesterlink.org.uk

British Institute of Human RightsDevelopment House, 56 - 64 Leonard StreetLondon, EC2A 4LTTelephone: 020 7549 0550Email: [email protected]: www.bihr.org.uk Care DirectionsWebsite: www.caredirections

Advocacy

There are a number of places in Manchester where you can get advocacy support. But the best one for you depends on the sort of problem you want help with, where you live, and any particular needs you have. Here is a list of a range of organizations. If you'd like help with finding the right one for you, please contact the Directorate for Adults Contact Service (see previous contact information).

Age Concern Manchester - Advocacy ServiceTel: 0161 833 3944Email: [email protected]: www.silverservice.org.uk

The Generation Project - Advocacy ServicePhoenix Mill, Piercy StreetAncoats, Manchester, M4 7HYTel: 0161 202 2522Email: [email protected]: www.careandrepair-manchester.org.uk/40.html

African Caribbean Care Group for the ElderlyClaremont Resource CentreRolls CrescentHulme, Manchester, M15 5FSTel: 0161 226 6334Email: [email protected]: www.accg.org.uk

Himmat Support CentreSlade Lane Neighbourhood Centre642 Stockport RoadLongsight, Manchester, M13 0RZTel: 0161 248 0425Email: [email protected]

Indian Senior Citizens' Centre16-18 Whalley RoadWhalley Range, Manchester, M16 8ABTel: 0161 232 0999Email: [email protected]: www.iscc-manchester.org

Manchester Bangladeshi Women's Organisation360 Dickenson RoadLongsight, Manchester, M13 0NG, Tel: 0161 257 3867Email: [email protected]

Manchester MENCAPCrossacres Resource Centre, 1 Peel Hall RoadWythenshawe, Manchester, M22 5DGTel: 0161 437 9465Email: [email protected]: www.manchestermencap.cswebsites.org

Manchester People First3 Broughton Street, Cheetham Hill, Manchester, M8 8RFTel: 0161 839 3700Email: [email protected]: www.manpf.org

Morbourne Close (Tung Sing Housing Association Ltd)Morbourne Close, Ardwick, Manchester, M12 4DUTel: 0161 234 0260Website: www.tungsing.co.uk

Royal British Legion4th Floor, Byrom House, 21 Quay StreetManchester, M3 3JDTel: 0161 835 2611Email: [email protected]: www.britishlegion.org.uk

Talbot HouseMonsall Street, Harpurhey, Manchester, M40 8QFTel: 0161 203 4095Email: [email protected]

Carers

Carers DirectTel: 0808 802 0202Online Enquiry Form: www.carersdirectenquiry.nhs.uk/Website: www.nhs.uk/carersdirect/

Manchester Carers ForumLondon Scottish House, 24 Mount Street, Manchester, M2 3NNTel: 0161 819 2226Email: [email protected] Website: www.manchestercarersforum.org.uk

Princess Royal Trust Manchester Carers Centre Vulcan Mill, 12-18 Pollard St. Manchester, M4 7AN Tel: 0161 272 7274 Email: [email protected]: www.carers.org/local-centre/manchester

For more information or to join the LINk please contact the support team via one of the following: Phone : 0845 450 4247 Email: [email protected] Address: Manchester LINk 609 Stretford Road Manchester M16 0QA

Manchester City CouncilDirectorate for Adults Contact ServiceTel: 0161 234 5001Websites: www.manchester.gov.uk www.manchester.gov.uk/MyManchesterServices

Manchester Local Involvement Network (LINk) Tel: 0845 450 4247Email: [email protected] Website: www.manchesterlink.org.uk

Your Rights at a Glance

You can expect to be involved and told what's happening at every stage of your care.

You can expect to be treated with dignity and respect.

You can expect care, treatment and support that meets your needs.

You can expect to be safe.

You can expect to be cared for by qualified staff.

You can expect your care provider to constantly check the quality of its services.

You can expect complaints to be taken seriously.

This section is for you to take off and display somewhere you can easily see it. It will help to remind you as well as your Care Workers of your rights.

Useful Contacts at a Glance

Your homecare agency is:

Your care manager is:

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