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Better Care, Higher Standards

Better Care, Higher Standards is a charter for local people over 18 years old, who have long-term care needs. The charter is there to help you get good quality services and support.

In Salford, we have a history of working with service users and carers and we have written this charter with user and carer involvement. It includes the standards of service that you have told us are important. It tells you what to do if we do not meet these standards.

What are the standards?

Helping users and carers to find out about services

• We will give you accurate and up to date information about the services available which will help you to make your choice locally.
• A range of current information about services will be available to you in a way you can understand, for example, tape, Braille or in your own language.
• When you contact social services, housing or health services you will be given the specific advice you require or you will be provided with the appropriate name or contact number where help can be obtained.
• To avoid having to repeat the same information to different people, we will ask your permission to share relevant information with other services.
• You will be provided with information about independent advocacy, advice or support agencies.

Understanding and responding to the needs of users and carers

• If you request a service from social services, housing or health services you can expect that you will be offered an assessment of your needs.
• If you are not already receiving any service from social services we will start your assessment within 48 hours of the first contact about your circumstances.
• We will complete your assessment within 28 calendar days from the date of the first contact about your circumstances.
• We will provide all services identified in your assessment within four weeks of completion of the assessment.
• If you are already receiving a service but need these re-assessing or reviewing we will visit you as soon as possible according to how urgently you need to be seen: If your need appears to be very urgent - the same day; if urgent - within three days; if non-urgent our standard response time is within 28 days.
• In all situations where we provide you with a service we will give you a statement of your needs and how these needs will be met.
• We will review your circumstances at least once a year.
• You will be given the name of a person who has responsibility for your assessment.
• Your needs are central in making this assessment and you will be fully involved; you can have a friend, advocate or carer with you to support you in getting your views and wishes across. Your views and wishes will be taken into account

Finding a suitable place to live

• If your New Prospect home is unsuitable due to your medical needs you may be given priority.
• If you are in hospital and cannot return home, your application will be given priority and you will be provided with suitable accommodation subject to availability.
• If you have a stair lift or hoist in your home, a 24 hour emergency repair and maintenance scheme is available.

Helping you to stay independent

• You will be provided with information explaining the choice of services available to you in your home, together with a choice of day care and residential services.
• You are entitled to request and be given a reassessment at any time if your circumstances change.
• You have a right, following an assessment, to buy services yourself (Direct Payments).
• A Welfare Rights Service and the Department of Work and Pensions are available to advise you on your entitlement to benefits.
• If you have been assessed as needing home care or day care we will check your benefit entitlements and assess your financial contribution to the cost of your care
• We will usually offer you the opportunity to comment on any aspect of the service provided by our Welfare Rights Service.
• Salford Care on Call (formerly the Mobile Warden Service) is available on request and systems can be installed within ten days if a phone line and electric socket is available.
• If you are disabled and you require equipment or adaptations you will receive an assessment within four weeks of the referral date, according to the urgency of your need.
• Once the assessment is completed you will be provided with the service you need within the following times: Equipment delivered within seven days (except bespoke items) Low cost adaptations within six weeks Major adaptations within 35 weeks Re-housing as an alternative to adaptations; suitable offers to be made within six months and reviewed every six months.
• If you have been referred to the Wheelchair Service you can expect to be offered an appointment at the Wheelchair Service within four weeks of receipt of referral, according to the urgency of your need.
• We will complete assessments for electrically powered wheelchairs within ten weeks of referral. Once you have been assessed, in the majority of cases you will be able to take your wheelchair away with you. If, however, the wheelchair needs to be ordered specially for you then you can expect to receive it within six weeks

Getting the right health care

• You can expect to be seen by a family doctor within 24 hours for urgent health care needs, and within two days for non-urgent appointments
• You will be able to see a health professional (such as a practice nurse) within 24 hours.
• You should wait no longer than 13 weeks for an outpatient appointment.
• If your GP or dentist refers you urgently with suspected cancer a specialist will see you within two weeks.
• If you are aged between 16 and 74 years and have not been seen by your GP in the last three years, then you can ask your GP for a health check.
• If you are 75 years or older you are entitled to a health check once a year, at your GP’s surgery, or in your own home if you prefer.
• If you are aged over 65 years you are entitled to an annual flu vaccination.
• You and your carers, where appropriate, will be involved in decisions being made about your health care.
• You will be referred to a consultant acceptable to you when your GP thinks this is necessary and referred for a second opinion if you and your GP agree this is desirable.
• You are now able to choose from one of four or five hospitals for your first outpatient appointment into a secondary care service.
• You and your carers, where appropriate, will be involved in planning to meet any continuing health and social care needs you may have on discharge from hospital.
• As a carer, your views will be taken into consideration and you will be involved in decisions that directly affect you and the person for whom you are caring.
• If you are referred to specialist mental health services you will be fully involved in the assessment and care planning process as part of the care programme approach.
• You will be entitled to a copy of a written care plan.

Helping carers to care

• As a carer visiting or referred to the Princess Royal Trust Salford Carers Centre you will be offered an information pack telling you about the choice of short break and other support services available to carers in Salford.
• As a carer requesting a service from social services, health or housing you will be told about your right to a carer’s assessment and a care plan  and you will be given contact details for the Salford Carers Centre.
• As a Carer you will (with the consent of the person you care for) be fully involved in the assessment and care planning process.
• As a carer you will be consulted about proposed changes to social services, health and housing services that may directly affect you or the person you care for.

This page was last updated on 31 October 2008

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