Talking to the Right People, Getting the Right Support Leaflet
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1 Learning Disabilities Getting the Right Support Talking to the Right People
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Talking to the Right People, Getting the Right Support Leaflet
Transcript of Talking to the Right People, Getting the Right Support Leaflet
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Learning Disabilities
Getting the Right Support
Talking to the Right People
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Getting the right support and talking to the right people
This information booklet has been designed to help you to make choices on where to get support and talk to the right people.
You may wish to access the right support to Access Personal Budgets; Use Advocacy services; Feedback on how to improve
local services Complain and contact your
local Council, NHS or Care Provider.
Personal budgets are managed by local councils. Advocacy services are managed by voluntary organisations. You can complain or feedback on any issue to your local Council, NHS or Care Provider. Your local councillor can also help you.
Inside this information booklet are helpful contacts for you to use to get support. If you are unhappy about a service and wish to complain you must give the body complained about, a chance to sort out the complaint. Councils, NHS and Care Providers often have more than one stage to make a complaint.
You may need support to get information on how to complain, this may include someone helping you to ask for information or tell other people what you may be unhappy about.
You may need to know what to do if you are still unhappy about a problem and how to take this further
Never be afraid to ask for information, help or support. Most people will be very happy to help you.
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Top 10 tips
Asking for information
1. Asking for information can be difficult.
2. You need to know where to get the
information you want.
3. There are 3 main places to get information,
these are your local Council, NHS or Community and Voluntary
Service.
4. You need to write down with a family friend or carer the
information you require and why.
5. Ask a family member, friend or carer to speak to someone by
telephoning the contact.
6. Get the family, friend or carer to explain what information you
need.
7. Request for the information to be posted to you, and ask if this
can be done in easy read.
8. Write down the name of the person you have spoken to.
9. If you do not get the information you have requested within 10
working days, get a family, friend or carer to write a letter to
the top boss or your local councillor to request the information
again.
10. If you are unhappy about not getting the right information, you
can then complain.
Getting the right support
1. There are many organisations who offer support.
2. You may need to know who to contact.
3. You need to think about the type of support you
need.
4. Write down with a friend or carer the support
you need.
5. Decide who you are going to contact to ask for support.
6. Ask a family member, friend or carer to speak to someone by
telephoning the contact.
7. Get a family, friend or carer to explain what support you need.
8. You will need to ask for an appointment; get the person’s name
you have spoken to and ask for a reply in writing.
9. You will then need a family member, friend or carer to help you
to explain why you need support.
10. Think about what you want to say at the
meeting.
Think about what you want to say
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Telling someone you are unhappy about a service
1. It is important that you tell someone if you are unhappy
about a service, do not keep this information to yourself.
2. Complain to the local authority in your area or care provider
as soon as possible after the event.
3. Write down and draw pictures if it helps you to remember
what happened.
4. Put your complaint in writing, you may need help from a
friend, family, carer, advocate or an organisation to do this.
5. Cover all your points and be brief, make it easy to read.
6. Get family or friends to read your complaint before you
send it.
7. Make sure you are complaining to the right organisation,
the top person is always best.
8. Tell them you are complaining, get the person’s name and
and ask for a reply in writing;
9. Keep all of your information together.
10. Try to be polite and calm, and ask for a written reply.
Making your complaint go further
When it comes to making a complaint, many organisations also
offer general or legal advice. Depending on the nature of your
complaint, bodies you may wish to contact for wider advice could
include:
Your Local Authority;
Citizens Advice Bureau;
Disability Rights Commission;
Disability Law Service;
Local Government Ombudsman;
Advocacy Services;
NHS England;
Quality Care Commission;
Your Member of Parliament;
Your locally elected Councillor.
Do not be scared to make a complaint,
people are happy to help you
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Local authorities in the north east
Newcastle City Council
Newcastle City Council
Civic Centre, Newcastle upon Tyne NE1 8QH
0191 278 7878
Gateshead
Gateshead Council
Civic Centre, Regent Street, Gateshead NE8 1HH
0191 433 3000
North Tyneside
North Tyneside Council
Quadrant, The Silver link North
Cobalt Business Park, North Tyneside NE27 0BY
0345 2000 101
South Tyneside
South Tyneside Council
Town Hall and Civic Offices
Westoe Road, South Shields, Tyne and Wear NE33 2RL
0191 427 7000
Sunderland City Council
Sunderland City Council
Civic Centre, Burdon Road, Sunderland SR2 7DN
01915 205 555
Durham
Durham County Council
Customer Services, County Hall, Durham DH1 5UL
0300 123 7070
03000 26 0000
Stockton
Stockton on Tees Borough Council
Municipal Buildings, PO Box 11, Church Road, Stockton on Tees TS18 1LD
01642 393939
Middlesbrough
Middlesbrough Council
PO Box 500, Middlesbrough, TS21 9FT
01642 245432
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Darlington
Darlington Borough Council
Town Hall, Feethams, Darlington
County Durham DL1 5QT
01325 380651
Hartlepool
Hartlepool Borough Council
Customer Services, Civic Centre, Victoria Road
Hartlepool, TS24 8AY
01429 266522
Redcar and Cleveland
Redcar and Cleveland Borough Council
Redcar and Cleveland House
Kirkleatham Street, Redcar, TS10 1RT
01642 774 ???
Picture of a council building
Local councils are there to
help their customers
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Autism - Where to get help and support in the north east
Regional
North East Autism Society
Unit 15, Lumley Court, Drum Industrial Estate, Chester-le-Street
Co Durham
DH2 1AN
0191 410 9974
Newcastle
NAS, Thomas Bewick School
Linhope Road, West Denton
Newcastle Upon Tyne
NE5 2LW
0191 2296 020
07884 117 741
Gateshead
Tyne View Centre, Tyne Block, Rose Street Gateshead NE8 2LS 0191 4782619 [email protected]
Sunderland
ESPA Head Office
2A Hylton Park, Hylton Park Road
Sunderland
Tyne and Wear
SR5 3HD
Durham
NAS Support Group
United Reformed Church, Waddington Street, Durham DH1 4BG
7785705180
Stockton
Lysander House, Falcon Court, Preston Farm Estate,
Stockton,
TS18 3TX
01642 633556
Darlington
Pathways to Independence
Grange Road Baptist Church, Grange Road, Darlington DL1 5NH
01429 235551
07896 054361
Darlington Association on Disability
20 -22 Horsemarket, Darlington DL1 5PT
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01325 489999
Redcar & Cleveland
11th Floor,
73-75 Albert Road,
Middlesbrough TS1 2RU
01642 608012
Downs Syndrome - Where to get help and support
Downs Syndrome North East
Langdon Down Centre, 2a Langdon Park, Teddington
Middlesex
TW11 9PS
0333 1212 300
Advocacy – Where to get help and support in the north east
Newcastle
Skills for People, Key House, Tankerville Place
Newcastle upon Tyne
NE2 3AT
0191 281 8737
North Tyneside User Forum, Liz Wright, Key House, Tankerville Place,
Jesmond, Newcastle upon Tyne
NE2 3AT
0191 281 8737
Northumberland User Forum, Spiral Skills, Chevyside, Yetholm Place,
Newbiggen Hall, Newcastle upon Tyne
NE5 4EB
0191 271 5353
Tees, Esk and Wear Valleys NHS Foundation Trust
Learning Disability Reference Group – C/O David Norman, Skills for People
Key House, Tankerville Place, Newcastle upon Tyne
NE2 3AT
0191 281 8737
Better Days – Key House, Tankerville Place, Jesmond
Newcastle upon Tyne
NE2 3AT
0191 281 5541
Quality Checkers Service – Pam Richold, Tankerville Place, Jesmond
Newcastle upon Tyne
NE2 3AT
0191 281 8737
Gateshead
Gateshead People, Swinburne House, Swinburne Street
Gateshead
NE8 1AX
0191 478 6472
0191 477 8898
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Winlaton Centre, North Street, Blaydon
Tyne and Wear
NE21 6BY
0191 414 4213
Wrekenton Community Base, Old School, High Street, Wrekenton,
Gateshead
NE9 7JR
0191 433 6541
Happy Angels C/O Advocacy in Gateshead, The Old Bank, Swinburne
Street, Gateshead
NE8 1AN
0191 478 6472
North Tyneside
Independent Advocacy North Shields
62 Howard Street, North Shields
Tyne and Wear
NE30 1AF
0191 259 6662
South Tyneside
Your Voice Counts
The Old Bank, Swinburne Street, Gateshead
NE8 1AN
0191 478 6472
Sunderland
Sunderland People First, Pennywell Business Centre, Portsmouth Road,
Sunderland
SR4 9AS
0191 534 77 84
Sunderland Advocacy for Empowerment, Old Havelock Hospital, Hylton
Road, Sunderland
SR4 8AE
0191 514 1291
Durham
MENCAP, Moreton House, High Street, Carrville,
Durham
DH1 1BG
0191 497 0444
DISC Health Advocacy, The Lisa Dixon Centre, Burt Close, Haswell
Co Durham
DH6 2DA
0191 5260987
Speaking up Groups in County Durham
Miner’s Hall, Red Hill
Durham
DH1 4BB
0191 384 55 22
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Pioneering Centre, Carers Way
Newton Aycliffe
DL5 4SF
01325 321234
Investing in Children
One Point Hub, Burns Green, Chester le Street
Co Durham
DH3 3QH
0191 3729200
Rethink Mental Illness
Unit 15 Crook Business Centre, New Road, Crook
Durham
DL15 8QX
01388 766 310
Learning Disability Advocacy Service
Greater Durham CAB, 17-19 Upper Chare, Peterlee
Co Durham
SR8 1BW
0191 586 4786
Carers Centres, Durham and Chester-le-Street Carers Support, Bullion
Hall, Bullion Lane, Chester-le-Street
County Durham
DH2 2ES
0191 387 1991
Access to Advocacy
Pioneering Care Centre, Carers Way
Newton Aycliffe, County Durham
DL5 4SF
07791550757
Stockton
Middlesbrough
Independent Voices, C/O Paul Murphy, Upsall Hall, Swans Corner,
Nunthorpe, Middlesbrough
TS7 0PG
07968873485
Darlington
Creative Support, Unit 1F, Ground Floor Office, Enterprise House, Valley
Street North Darlington DL1 1GY
01325 360440 - Physical and Sensory Impairment Service
01325 360439 -Mental Health Service
Darlington People's Parliament
Darlington Association on Disability, Enterprise House, Valley Street North
Darlington DL1 1GY
01325 360 524
Think about where to get help
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Mencap Darlington
Unit 1K, Enterprise House, 1a Valley Street North
Darlington DL1 1GY
01325 741480
Making a Difference Group
C/O Mike Cleasby, Valuing People Development Officer, Learning
Disabilities Team, North Lodge, Darlington DL3 6BR
01325 346 752 07920 024 067
Hartlepool
Hartlepool Centre for Independent Living
Burbank Street
Hartlepool
TS24 7LT
01 429 851 371
Contacts for Personal Budgets and Direct Payments in the north east
Newcastle
Direct Payments Support Service
Disability North, Castle Farm Road
Gosforth, Newcastle upon Tyne
NE3 1PH
0191 284 0480
Gateshead
John Haswell House
8/9 Gladstone Terrace, Gateshead
Tyne and Wear NE8 4DY
North Tyneside
North Tyneside Council
The Direct Payments Team
0191 643 7886
South Tyneside
Jarrow Town Hall, Grange Road
Jarrow
Tyne & Wear
NE32 3LE
0191 424 4369
Durham
Social Care Direct
0845 850 5010
Sunderland
Health, Housing and Adult Services,
Disability Services, Broadway House, Springwell Road,
Houghton le Spring
0191 566 2389
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Go Direct
Direct Payments Support Service
C/O Age UK Sunderland
Bradbury Centre, Stockton Road
Sunderland SR2 7AQ
0191 510 9776
Darlington
Darlington Borough Council
Adult Social Care and Housing
Public Information Team
Central House, Gladstone Street
Darlington DL3 6JK
01325 346200
Direct Payments Support Service (DAD)
Enterprise House, Valley Street North
Darlington DL1 1GY
01325 360524
Stockton
The Wilf Ward Family Trust
65 Bishopton Lane,
Stockton on Tees,
TS18 1PU
01642 618445
Hartlepool
Hartlepool Borough Council
Adult Social Care
Civic Centre
Victoria Road
Hartlepool
TS24 8AY
01429 284284
Middlesbrough
Contact Centre, Middlesbrough House,
50 Corporation Road, Middlesbrough, TS1 2YQ
(01642) 726004
Redcar and Cleveland
Redcar & Cleveland House,
Kirkleatham Street, Redcar TS10 1RT
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Community and Voluntary Sector contacts in the north east
Newcastle
CVS, Higham House, Higham Place
Newcastle-Upon-Tyne NE1 8AF
0191 232 7445
www.cvsnewcastle.org.uk
Gateshead
GVOC
John Haswell House
8/9 Gladstone Terrace, Gateshead NE8 4DY
0191 478 4103
North Tyneside
Shiremoor Centre
Earsdon Road, Shiremoor
Newcastle-Upon-Tyne NE27 0HJ
0191 200 8567
www.voda.org.uk
South Tyneside
John Hunt House
27 Beach Road, South Shields
Tyne and Wear NE33 2QA
0191 456 9551 0191 456 0603
You can get money to support you
through a personal budget
The community and voluntary sector work
together to support people
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Sunderland
Voluntary and Community Action Sunderland
8 Frederick Street, Sunderland
Tyne and Wear SR1 1NA
0191 565 1566
www.vcasunderland.org.uk
Durham
Chester-le-Street and District Council Voluntary Service
and Voluntary Bureau
The Volunteer Centre, Clarence Terrace
Chester-le-Street, Co Durham DH3 3DQ
0191 389 1960
Derwentside CVS
Tommy Armstrong Centre
Stanley Co Durham DH9 0XG
01207 218 855
2D
Unit 4, Business Centre
New Road, Crook
Co Durham DL15 8OE
01388 762 220
Durham Rural Community Council
Park House, Station Road, Lanchester
Durham DH7 0EC
01207 529 621
Darlington
Church Row
Darlington, Co Durham DL1 5QD
01325 266888
Stockton
The Carers Resource Centre
23-27 Bishopton Lane
Cleveland TS18 1PS
01642 739955
Middlesbrough
St. Mary's Centre,
82-90 Corporation Road,
Middlesbrough TS1 2RW
01642 80361
Redcar and Cleveland
RCVDA Westfield Farm, The Green, Dormanstown TS10 5NA
01642 440571
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Contacting your local NHS in the north east
The Newcastle Upon Tyne Hospitals
NHS Foundation Trust
Freeman Hospital, Freeman Road, High Heaton, Newcastle-upon-Tyne,
Tyne and Wear NE7 7DN
(0191) 233 6161
Gateshead Health NHS Foundation Trust
Address: Queen Elizabeth Hospital, Sheriff Hill, Gateshead, Tyne and
Wear NE9 6SX
0191 482 0000
North Tyneside General Hospital
Rake Lane, North Shields NE29 8NH
0344 811 8111
South Tyneside NHS Foundation Trust,
South Tyneside District Hospital,
Harton Lane, South Shields
Tyne and Wear NE34 0PL
0191 404 1000 (Main Switchboard)
Sunderland Royal Hospital
Kayll Road, Sunderland SR4 7TP
0191 565 6256
Telephoning your local Community and
Voluntary Service is a good way to get lots of
information
People can choose to do more
community activities through a
personal budget
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County Durham and Darlington NHS Foundation Trust
Darlington Memorial Hospital, Hollyhurst Road, Darlington, County
Durham DL3 6HX
01325 380100
University Hospital Of North Durham
North Road, Durham
County Durham DH1 5TW
0191 333 2333
The James Cook University Hospital
Marton Road
Middlesbrough TS4 3BW
01642 850850
University Hospital Of North Tees
Hardwick Road, Stockton-on-Tees
Cleveland TS19 8PE
01642 617617
University Hospital of Hartlepool
Holdforth Road, Hartlepool,
Cleveland TS24 9AH
01429 266654
Tees, Esk and Wear Valleys NHS Foundation Trust
Trust Headquarters, West Park Hospital, Edward Pease Way, Darlington,
Durham DL2 2TS
01325 552000
South Tees Hospitals NHS Foundation Trust
The James Cook University Hospital, Marton Road
Middlesbrough, Cleveland TS4 3BW
01642 850 850
PALS team,
Flatts Lane Centre, Normanby
Middlesbrough, TS6 0SZ
0800 052 0219 (free phone)
Mobile: 07775 518 086
Members of Parliament have been
elected to represent your views and can
help you to complain and get support
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Contacting your local councillors for Adult & Social Care
Newcastle City Council
Adult Social Care – Cllr Veronica Dunn
Members Services Unit, Room 150, Civic Centre
Newcastle Upon Tyne NE99 2BN
0191 276 1358
[email protected] Gateshead Council
Adult Social Care - Cllr Michael McNestry
Members Secretary Gateshead Civic Centre, Regent Street, Gateshead
NE8 1HH
0191 433 2549
North Tyneside Council
Adult Social Care – Cllr Lesley Spillard
The Silverlink North, Cobalt Business Park NE27 0BY
07854 520520
South Tyneside Council
Adult Social Care – Cllr Allan West
14 Windsor Gardens, South Shields NE34 6NA
0191 454 4693
Sunderland City Council
Health, Housing and Adult Services - Cllr Graeme Miller
19 Toynbee, Teal Farm, Washington
NE38 8TU
0191 4166839
Durham County Council
Adult Services – Cllr Morris Nicholls
87 Johnson Estate, Wheatley Hill, County Durham DH6 3LH
03000 268555
Stockton County Council
Adult Services & Health – Cllr Jim Beall
23 Laurelwood Road, Northshore, Stockton-on-Tees TS18 2SQ
01642 871759
Darlington Borough Council
Adult Social Care and Housing Portfolio – Cllr Veronica Copeland
86 Eastbourne Road, Darlington, Co Durham DL1 4ER
01325 358530
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Redcar and Cleveland Borough Council
Health and Social Wellbeing – Cllr Sheelagh Clarke
16 Crathorne Park, Normanby, Middlesbrough TS6 OJL
01642 466864
Hartlepool Borough Council
Cllr Ged Hall
11 Eamont Gardens, Hartlepool
Cleveland TS26 9JD
01429 260557
Middlesbrough Council
Adult & Social Care - Cllr Julia Rostron
61 Chipchase Road, Linthorpe, Middlesbrough, TS5 6EL
01642 812824
The Local Government Ombudsman PO Box 4771 Coventry CV4 0EH For help with making a complaint please call us on: 0300 061 0614 www.lgo.org.uk/contactus
Member of Parliament
For further information on your local Member of Parliament please
go to the following website:
www.parliament.uk
NHS England
PO Box 16738
Redditch
B97 9PT
0300 311 22 33
Care Quality Commission - National Customer Service Centre Citygate, Gallowgate Newcastle upon Tyne NE1 4PA 03000 616161
Local Councillors are there to listen and
respond to your local concerns and issues
A role of a local councillor is someone who has been elected to
represent you. They take your concerns very seriously and can
help to make important decisions on your behalf
