Annual Local Account

Accountable to you

North Tyneside’sAnnual Local Accountfor Adult Social Care

horizonswideningwww.northtyneside.gov.uk twitter.com/NTCouncilTeam

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How to contact usWe provide a wide range of easy ways to get in touch:

Telephone us - (0191) 643 2777(9am - 5pm, Monday to Thursday and 9am - 4.30pm, Friday)

Fax us - (0191) 643 2569

Text us - 07950 081 316

Email us - [email protected]

Out of hoursIf you need to speak to someone urgently (outside of officehours) please call the this number - (0191) 200 6800, orFax (0191) 200 7309 or email [email protected]

Write to usAdult Social Care, Quadrant West – 3rd FloorThe Silverlink North, Colbalt Business ParkNorth Tyneside, NE27 0BY

Website - www.northtyneside.gov.uk

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Welcome toNorth Tyneside Adult Social CareAnnual Local AccountWelcome from theHead of Adult Social Care

I am extremely pleased to produce thefirst Local Account of our performance ondelivering services to North Tynesideresidents.

2010 was the final year of the Care QualityCommission monitoring our performance.For the previous three years we hadreceived the highest rating possible of an“Excellent” social care service.

Building on that foundation we havecontinued to improve the quality of ourservices this year, increasing awareness ofsafeguarding, and delivering our AdultSocial Care transformation programme.We recognise that self directed supportgathered pace and all those residents whoare eligible are now being offered personalbudgets to purchase their own care andgive them more choice and flexibility.

We are proud of our work through ourjoint commissioning arrangements with theNHS and we aim to strengthen anddevelop these in 2012/13. We also aim tofurther strengthen our relationship with ourcustomers by listening to you and hearingyour views. That will mean the next localaccount will reflect even more of what isimportant to you.

Contact details are provided at thebeginning and end of the report, and wevery much welcome any comments orsuggestions to help us ensure you have theright information.

Jacqui Old

Welcome fromLINk

The LINk welcomes theproduction of this first annuallocal account.

The report is an important stepin providing local residents ofNorth Tyneside the opportunityto hold the borough accountableand responsible for the servicesit commissions and delivers.

The LINk expects the localaccount to be transparent andopen in providing the evidence -of what has been achieved andwhat has not been achieved - togain a meaningful and balancedview of the quality of servicesprovided.

It is accepted this is a first report,produced during a time of greatchange, and that it will evolveover the coming year to be amore comprehensive statementof performance. In the future, theLINk (and then HealthWatch)look forward to greaterparticipation in identifying andcommenting on the borough'spriorities for adult social careimprovements and qualitythrough its engagement with thelocal community

John RobsonChairperson of LINk board

Welcome from the cabinetmember for Adult Social Care

I am delighted to welcome thisNorth Tyneside Local Account asan important part of the council’scommitment to be transparent withlocal residents about the services wedeliver.

It shows the council’s adult socialcare performance from April 2011 –March 2012 and it describes ourapproach to improving positiveoutcomes for users and carers,through our commitment todelivering personalised social carewhilst ensuring the residents of theborough are safe from harm.

Many of our services are provided inpartnership with the independentand voluntary sectors and it isessential that we work with ourpartners to develop services thatreflect what local people want touse and we strongly believe in thevalue of working closely with NHSpartners to provide joined up healthand social care.

Cllr Les Miller

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North Tyneside Adult Social CareAnnual Local Account will tell you:

Introduction to our annual ‘local account’

• About the adult social care services delivered last year

• How North Tyneside Council adult social care and its partners helpedmeet the health and well being needs of the residents in the borough

• Some facts and figures so you can see if we did a good job

• Plans for next year

This is our first local account and it sets outto be a true reflection of what adult socialcare looks like in North Tyneside. Thereport is a reflection of customer viewsand experience it shows where servicesare delivered to a high standard and alsowhere there is room for improvement.

During the last year there has been anextensive programme of consultation andengagement with a wide range of customersand partners and this feedback has beenused to shape and inform the content ofour first Local Account.

However, this is only the start. We want tobuild on this approach and encourage morecustomer feedback to help us understandwhere our local priorities lie and whereour focus should be.

Therefore, we would welcome input from allresidents of the borough to get involved inhelping shape the way in which adult socialcare services are delivered in North Tyneside.

Contact details are available on the previouspage and there is a section in this reportcalled “do you want more?” if you wish toget involved or want further information

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Health and Well Beingin North Tyneside

Below are some facts and figures about the current and predicted levelsof need in relation to health and well being for residents in North Tyneside.It will serve to highlight where some of the demand on social care supportwill come from in the future and how we currently support the widerhealth and wellbeing of the borough.

As you can see from the facts above there are many factors which willinfluence and impact on the type of services and support we provideand the way in which we provide it. Your feedback and influence willhelp shape how our priorities seek to address some of the widerhealth and well being issues.

• Over the period 2010 to 2020 our population isprojected to rise by 7.7% from 198,478 to 213,700.

• the 15-64 age group is projected to rise by 3.2%(from 130,850 to 135,100);

• the 65 and over age group is projected to rise by20.6% (from 34,814 to 42,000).

• The black and minority ethnic population iscurrently estimated at 5.9% and has almost doubledsince 2001.

• Major increases are ‘other white’ (for examplefrom elsewhere in the European Union) at 3.2%

• Indian at 1.1%• Chinese at 1%• and 0.6% other groups.

• Out of 326 local authorities in England, NorthTyneside is 113th most deprived

• Outcomes for post-16 education are improving butfewer 19 year-olds achieve a level 3 qualificationthan the national average

• There has been an increase of over 2,700 availablehomes since April 2005

• North Tyneside continues to be the safestmetropolitan borough in England

• In terms of mental health and wellbeing, withlevels of unemployment likely to increase inthe borough and due to the economicdownturn, the already higher than averageprevalence of depression may increase.

• The ageing population is expected to leadto higher levels of dementia.

• Male life expectancy is 1.3 years behind thenational average

• Female life expectancy is 1.5 years behindthe national average

• North Tyneside has 1,265 patients withdementia, an increase from 1,155 in 2008

• 21% of adults in North Tyneside smoke.This is in line with the national average

• North Tyneside has the 11th highest rate inthe country for hospital admissions due toalcohol abuse

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A year in pictures -some of our key achievements

April 2011

Reablement extended to include referralsfrom customers in their own home

May 2011

Work started to identify all of the providersof information in the borough to improve thesupport we provide

August 2011

Work started on updating our core serviceleaflets to provide better advice/information

September 2011

A new support service for people withdementia was procured

December 2011

A series of consultation events took place toinform you of our plans for next year andbeyond

January 2012

Work commenced on reviewing our multidisciplinary safeguarding process and producethe action plan for 2012

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June 2011

New commissioning boards were establishedwith our health partners

July 2011

Work started on delivering a new adult socialcare website

October 2011

Reablement continued to gather pace with asingle point of access being established atNorth Tyneside General Hospital

November 2011

Planning began for our user satisfactionsurveys

February 2012

A new model for the delivery of social carewas designed

March 2012

We carried out our user survey and yourfeedback has helped shape our priorities for2012

WEBSITE CURRENTLYUNDER CONSTRUCTION

WHATDO YOUTHINK ?

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Where we have included any facts andfigures throughout the document we haveused the symbols below to indicate how ourcurrent performance is rated.

Goodperformance

Averageperformance

Room forimprovement

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Our Local AccountThis tells you how we are delivering on four national key standards. Thesestandards were introduced to replace the previous inspection regime whichwas governed by the Care Quality Commission (CQC). Under the previousgovernance arrangements, North Tyneside had been rated as an “excellent”service for the previous three years.

General Service Standards

• We run a free service open to allresidents and professionals, offeringinformation and signposting for anyadult social care related enquiries.

• We operate a telephone line (forwhich you will be charged at localcall rate) for all urgent calls foradult social care support, 24 hoursa day 365 days a year.

• We will answer and respond toall urgent calls within 24 hours.

• For all other requests for support,we will answer calls Monday toThursday 9am – 5pm and onFriday 9am to 4.30pm.

• If you need a non urgent socialcare assessment you will becontacted within 48 hours ofyour call and allocated a namedworker. We will arrange a datesuitable for you and/or yourcarer to undertake yourassessment with you.

• We will monitor all calls andrequests for support that falloutside of these timescales.

Standard 1 Prevention

Standard 2 Protection

Standard 3 Personalisation

Standard 4 Positive Experience

Performance Standards

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Standard 1 Prevention

What you have told us has shapedour commitment to provide:

• A service which prevents admissions to hospitaland supports our customers to live at home.

• A service which supports customers dischargedhome following a hospital stay.

• A reablement service whose focus is on workingwith our customers to regain their independenceand confidence.

• A reablement service which is free for up to sixweeks.

• Services which support the use of equipment,adaptations and new technology in customercare package.

What did we do during the year?

• Extended the reablement service to includereferrals from people at home who needed someextra support to remain at home.

• Worked with our partners in the NHS to developa jointly funded and integrated reablement service.

• Increased the number of our customers usingtechnology as part of their support package.

• Worked with other council services and partnersto offer a wider range of support to promote thehealth and well being agenda.

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What are we doing next?

• Extending reablement to people with alearning disability or mental health issues.

• Continuing to use equipment and newtechnology in support packages.

• Reviewing the way in which we support timelyhospital discharges into either home or bedbased support.

• By April 2013 the responsibility for making theborough healthier will be transferred from theNHS to the local authority. How this money iscurrently spent is being reviewed to ensurethat we provide services to promote ahealthier North Tyneside.

Facts and figures

• Over 90% of our customers who have used thereablement service are still enjoying independenceat home three months later.

• 64% of our customers who have used the servicedo not need any further social care support.

• Over 2,000 customers have used the reablementservice in the last year.

• Over half our customers are using new equipmenttechnology as part of their support package.

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Standard 2 ProtectionWhat you have toldus has shaped ourcommitment toprovide:

• A service which enablesthe residents of NorthTyneside to live a life thatis free from harm andabuse.

• A service which ensureseveryone enjoys physicalsafety and feels secure.

• A service to preventpeople from physical,financial and emotionalabuse, harassment,neglect and self-harm.

• A service where peopleare protected as far aspossible from avoidableharm, disease andinjuries.

• A service which enablespeople to be supportedto plan ahead and havethe freedom to managerisks the way they wish.


Facts and figures

Easier access for all

• The new team which will be the point of access toadult social care will include qualified safeguarding staffto ensure correct information and decisions are madeat point of contact.

• Use of text phone and e-mail to allow easier accessfor those with additional communication needs.

• Developing a new easy read version of oursafeguarding leaflet.

• Developing new safeguarding leaflet for distribution atpublic access points.

Continuing the high standard of customer care

• 60% of our contact officers have achieved an Instituteof Customer Service silver award.

Improving fire safety awareness in North Tyneside

• In working in partnership with the fire brigade we nowoffer all customers a fire safety check at the point ofcontact.

Working with VODA to engage with our voluntaryagencies and raise awareness of safeguarding adults

• Safeguarding adults information has featured in VODAnewsletters, leaflets and on their website.

• 877 safeguarding concerns have beenreceived during the year. An increase of9% on previous year due to continuedawareness raising.

• The majority of concerns reported to usare around physical abuse, neglect andfinancial abuse.

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What are wedoing next?

• We have identified asafeguarding lead towork with the NorthTyneside ClinicalCommissioning Group.The group will lead onidentifying the healthand social care prioritiesof the borough andensure services are inplace to meet thoseneeds.

• We will work closelywith the ClinicalCommissioning Groupto help raise awarenessof adult safeguardingacross all the surgerieswithin the group.

• Identified a safeguardinglead to work withvoluntary agencies toensure that they havesafer policies andprocedures relating tosafeguarding.

• Increasing the numberof referrals from theVoluntary sector.

Keeping you safe

• We opened a new women's refuge (14 flats and houses)in October 2011 in North Tyneside, which offersbespoke temporary homes to women and childrenfleeing domestic abuse.

• Secure and Stay Safe project has helped to reduce bothburglary and incidents of fire for older people in theborough.

• As part of the “Night time economy action plan”, taximarshals have been stationed in Whitley Bay andTynemouth during busy times to reduce violent crimeassociated with alcohol, as well as protect vulnerablefemales from serious sexual assault.

• Workshops to Raise Awareness of the Prevent agenda(WRAP) have been delivered to public sector workerswho work with vulnerable adults to ensure they have theskills and knowledge to identify someone who may bevulnerable to radicalisation. Over 200 council staff havebeen trained in recognising radicalisation and violentextremism.

• North Tyneside Homes Safer Estates team have spentthe last 12 months tackling anti social behaviour andimproving the quality of life for those in the borough.

• An awareness raising media campaign using both localradio and electronic information boards in GP surgeriesran for 10 weeks ending in March 2012.

• 68% of concerns relate to older people.

• 413 safeguarding concerns were resolved in2010/2011 with North Tyneside working withpartners to reduce the risk to residents concerned.

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Standard 3 Personalisation

What you have told us has shapedour commitment to provide:

• Quality advice, information and signposting tosupport the right people at the right time.

• A service which identifies the outcomes whichare important to our customers.

• A service which promotes independence andoffers you greater choice and control.

• A service which gives the option for ourcustomers to manage their own social caresupport and take control of how they spendthe money.

• Services to keep our customers safe.


• Held a number of events during the year totell our customers about our plans forpersonalisation,

• Trained our social work staff in how tosupport our customers throughout theirpersonalisation journey.

• Changed the way in which the cost of ourcustomers support would be calculated toenable them to take control of the money.

• Improved our communication throughrevised leaflets.

• Over 60% of our customers now have apersonal budget for their social care support.

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• New adult social care advice andinformation will be up and runningduring the year.

• Ensuring that carers needs are metthrough personalisation.

• Personalisation is offered to allcustomers.

• To have as many customers aspossible using a personal budget bythe end of this year.

• A new system is being introducedto simplify the process of accessingdirect payments to make life easierfor our customers.

Facts and figures

• On any day we support approx 3,500 of our customerswith social care services.

• We have had over 500 customers using a directpayment to manage the money themselves.

• We provide almost three quarters of a million hours ofhomecare support each year.

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What you have told us has resulted inestablishing our commitment to provide:

• Services which ensure that the people who usesocial care, and their carers, are satisfied with theirexperience of the support they receive.

• Services which ensure that carers feel respected asequal partners throughout the care process.

• Services which help people to know what choicesare available to them locally, what they are entitledto, and who to contact when they need help.

• Services respect the dignity of the individual andensure support is sensitive to the circumstancesof each individual.


• Undertook an annual government satisfactionsurvey of 1000 of our customers. Results tobe published during late 2012.

• We also personally asked every social carecustomer their views on how satisfied theywere with the support they received.

• We carried out over 50 consultation eventsto communicate the councils plans regardingour budget and key priorities for 2012 andbeyond. These events helped establish thepriorities and where to spend the money.

• We have continued to invest instaff development and over 70learners achieved a nationalqualification over the previous12 months.

• We gathered the views of themembers of staff who hadreceived training during the yearand 100% were satisfied withtraining and support they hadreceived.

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• We want to strengthen ourrelationship with the public andensure that your views andfeedback are assessed and helpdevelop our future priorities.

• We are establishing a group withthe Local Involvement Network(LINk) to monitor our progress andperformance during the year.

• Increase the number of volunteerssupporting you to maximise yourindependence.

Facts and figures

• 29% of services provided are to supportcarers in their caring role.

• 81% of service users are supported to liveindependently in the community.

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You told us what was good

The comments found below are what youtold us in our user satisfaction survey

The quotes above are from a user satisfaction survey thatwas completed during the year and only representa small sample of your feedback.

My wife’s health andcare have been excellentand I can’t thank youenough.

My social worker hasbeen very kind and helpful.

I would like to thank everyone who hasbeen there for me and to care for me.

Over the last six months since mymother had a stroke I have beenimpressed by the levels of care, helpand information we have receivedfrom the NHS, social worker andsupport teams and now with

her residential care.

I think the support I receive isexcellent and supports my needs.

My husband returnsanimated and happyafter being out with

his carers.

I am delighted with theservices I receive. The girlsare very nice and willing tohelp and co-operate.

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You told us where we could improve

All of the responses have been communicated to therelevant services and your key messages haveinformed our priorities for next year.

People sitting in offices shouldn’t makechanges regarding people’s care andfunding without experiencing the

difficulties we have.

Personal Budgets are fine foryoung and mentally fit but theelderly and infirm cannot copewith the decisions required.

All I need is someone who iscaring and kind. Some of mycarers are great otherscannot wait to leave.

Better training required.One lady said she hadnever supportedsomeone to havea shower.

I have been with thisservice for about 6 yearsnow and am still waitingfor a regular carer!

Waiting lists are toolong to be assessed.

There should be better adviceand information available.

There is not enoughconsultation with carers.

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Do you want more?Anyone can get involved with adult social care

We always want to hear what people think about social care.

By hearing and acting on your views we can work to improveadult social care for everyone.

We are keen to work with you when we plan things, when wemake decisions, when we provide services and when we checkhow well they are running.

If you currently receive services arranged by us, are interested inusing one of our services or if you just want to express an opinionabout adult social care, then there are lots of ways to do it:

• There are many different groups in North Tyneside, somesupported by the council but many by independentcommunity and voluntary groups.

• You could sit on a decision-making panel in adult social care(for example, a staff interview panel or tendering panel).

• Join the adult social care circulation list to find out the latestnews on events and plans for North Tyneside by email.

• You could come along to a focus group to give your viewson a particular issue.

• You could fill in a survey or questionnaire. We often sendthese out to find out more about people’s experiences ofsupport services and social care.

• You could meet with someone to talk about yourexperiences of social care.

If you’re interested in joining us or want to know moreplease contact the Gateway Team:

Telephone us - (0191) 643 2777

Fax us - (0191) 643 2569

Text us - 07950 081 316


Get more involvedHave more sayGet to know more

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You can also contact North Tyneside LINk

The LINk (Local Involvement Network) isopen to anyone and there are a number ofbenefits to becoming involved in the NorthTyneside Network. These include:

• getting attention for issues or ideas.

• influencing those who make decisionsabout new or existing health and careservices.

• helping the community speak with astronger local voice.

• helping services provide better care.

By joining as an individual or on behalf of avoluntary organisation, the North TynesideLINk can help you join up with others whoshare your interests in either health or socialcare. You can benefit from the powers,influence and resources at the disposal ofthe LINk to help "get your voice heard".

Find out more aboutNorth Tyneside LINk atwww.linknorthtyneside.org.uk

Making a comment, complaint or compliment

You have the right to receive a good level ofservice from us and we want to make sure ourservices are as good as possible in order to meetthis requirement. You can help us to make theseimprovements by making a comment, complaintor compliment.

If you are particularly pleased or displeased witha member of staff or service or would liketo make a suggestion, please let us know.

You will not be disadvantaged in any way bymaking a complaint or comment about theservice.

To make a complaint you may wish to use ourgeneral enquiry form, ring us on 0345 2000 101or visit your nearest Customer Service Centre inthe first instance. If you are still not happy, staffcan record your complaint for you and refer it onfor investigation to our Customer Liaison Office.

Customer LiaisonLegal and Democratic ServicesNorth Tyneside CouncilThe QuadrantThe Silverlink NorthCobalt Business ParkNorth TynesideNE27 0BY

Tel: (0191) 643 2280

[email protected]

• You can also complete our formal onlinecomplaints form.

• Your complaint will then be dealt withthrough the council’s corporate complaintsprocedure.

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Meet some of thesocial care team

Meet the new “Gateway” team.This team will take your calls andensure you are given the rightinformation advice and support.

Part of our contracts team onanother inspection to ensurethe quality and standards ofcare are maintained.

Our Adaptation and Equipmentservice preparing another pieceof equipment for delivery.

Here is a member of ourreablement team, doing what theydo best, helping our customersto regain their confidence andindependence.

Our “Care Call” team answeringanother call for support.

We can provide Accountable to you inother languages and in different formats,such as large print, Braille or audiotape.

For more details, please contact us on:

Telephone us - (0191) 643 2777

Fax us - (0191) 643 2569

Text us - 07950 081 316


North Tyneside CouncilAdult Social CareQuadrant WestThe Silverlink NorthCobalt Business ParkNorth TynesideNE27 0BY

Annual Local Account

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Transcript of Annual Local Account