Hillingdon Carers Strategy 2015 2020

Hillingdon Carers Strategy 2015 2020
Hillingdon Carers Strategy 2015 - 2020
Hillingdon Carers Strategy 2015 2020
“I appreciated the time out
 for myself. The course has
      done more for me than
              even a holiday.
     It makes me happy and
even gives my life a sparkle
             that I had lost.”
Hillingdon Carers Strategy 2015 2020

Part one: Introduction					3
Foreword                        					                           4
Mission statements                                              5
Introducing Hillingdon Carers                                   6
        • Who we are						6
        • What we do						7
        • How we consulted        					                         10

Part two: Programmes of work 			                                19
Finding ‘hidden’ carers                                 		      12
Tackling carer loneliness and social isolation          		      15
Extending our range of services                          		     19
Supporting you to manage your caring situations 			             23
Helping you to look after your own physical and mental health   27
Young carers							                                             31
The carer’s voice						                                         35

Part three: Making it happen				                                39
Delivering the strategy 						40
Measuring and recording progress 				                           41
        • Current arrangements					41
        • Improving outcome and impact assessment         		    42

Acknowledgements 					43
Hillingdon Carers Strategy 2015 2020
Our vision:
    “We will be
 recognised as
the gateway to a
better life for all
 unpaid carers
  in Hillingdon”
Hillingdon Carers Strategy 2015 2020
Part one:
Hillingdon Carers Strategy 2015 2020
    As carers you make an enormous contribution to your communities
    through the provision of essential care and support for relatives,
    friends and neighbours. Your efforts in providing this care
    improves the quality of life of the people you care for and often
    goes unrecognised, even by yourselves. Whilst many of you find
    caring fulfilling and rewarding, we know that caring can bring
    many challenges and, for some, advice and support are critical.

    Hillingdon Carers’ vision is to be recognised as the gateway to a
    better life for all unpaid carers; we will strive to ensure that you
    understand the critical role that you play and can access the
    information, advice, training and support you need.

    For young carers our support will help them to have as normal
    a childhood and adolescence as possible. We will give these
    young people the skills and strategies to better manage their
    home lives, allow them to be young and have fun in a supportive
    and social environment.

    In order to develop our thinking and our plans for the next five
    years, we have talked to hundreds of you, asking you what you
    think is important and how you would like carer services to look
    in the future.

    This documents sets out what you told us and also what we are
    planning to do about it. It presents our vision of a society where
    carers are better-recognised, healthier and happier. We are
    aiming for excellence and we’re determined to achieve it.

    Doreen West                                   Sally Chandler
    Chair of Trustees                             Chief Executive

    On behalf of the Trustees, staff and the volunteers of Hillingdon Carers

Hillingdon Carers Strategy 2015 2020
Mission statements

Your feedback and comments have led us to develop
three clear mission statements that, in broad terms,
give you a clear picture of what Hillingdon Carers
wishes to achieve for the borough’s carers over the
next five years:

We will work to ensure that carers are recognised and valued
for the care and support that they provide and are
acknowledged as expert care partners who are critical
to the health and social care economy in Hillingdon.

Our support will be tailored to meet individual needs, enabling
carers of whatever age to maintain a balance between their
caring responsibilities and a life outside caring. We will create
partnerships that ensure they can do that safe in the knowledge
that the person they care for is well-supported and cared for.

We will grow our range of services and extend their ‘reach’,
both geographically and in terms of seven-day access.
In addition we will improve and strengthen our partnership-
working and increase our range of collaborative projects.

Hillingdon Carers Strategy 2015 2020
        Hillingdon Carers

        Introducing Hillingdon Carers
    1        Who we are
    Our experienced staff team has over 100 years of experience
    working with carers in the diverse neighbourhoods of the
    London Borough of Hillingdon. We have an excellent reputation
    for quality support and advice and all our services have been
    developed in direct response to your’ ‘lived experiences’.

    Our organisation is a charitable company limited by guarantee,
    and has an emphasis on ‘by carers for carers’; a large propor-
    tion of our trustees and staff are either current or former carers.

    We are a Network Partner of Carers Trust, a national
    organisation that brings together carer services from across
    the UK.

Hillingdon Carers Strategy 2015 2020
  Mission statements
Hillingdon Carers

        2       What we do
        Our current range of services is extensive and has been
        developed according to what you have told us. We offer:

        Information and advice:
            •   A drop-in Advice Centre on Uxbridge High Street plus a
                borough-wide outreach programme

            •   Support from Carer Advisers for:

                •   Expert Welfare Benefit advice
                •   Help with form-filling
                •   Assistance in accessing Social Services support
                •   Advocacy and appeals
                •   Signposting and referral to other services

            •   A range of quality information through leaflets, website,
                Facebook, Twitter and LinkedIn

        Health and wellbeing:
            •   A GP outreach and health liaison service

            •   Health MOT and Pamper days

            •   A series of drop-in cafes across the borough

            •   Relaxation sessions, weekly exercise, yoga and dances

            •   Counselling and emotional support

            •   Training in back care, first aid and dementia awareness

            •   Arts for carers courses

            •   A therapeutic care service in partnership with the British
                Red Cross

Hillingdon Carers Strategy 2015 2020
      Hillingdon Carers

    Young carers services (5-17 years):
      •   School/college liaison programme

      •   Specialist project supporting young carers looking after
          an adult with mental health or substance misuse problems

      •   1:1 emotional support and support planning

      •   Young Carer Clubs across the borough

      •   School holiday events programme

      •   Residential breaks

      •   Arts projects, fun activities and family days

    Young adult carers (17-24 years):
      •   Support and advocacy for young adult carers through
          the transition from school to work, apprenticeships or
          further education

      •   Bespoke, 1:1 support and help to write a personal
          development plan

      •   A comprehensive programme of training to provide a
          range of life skills from money management to CV

      •   A social programme with trips, activities and residential

      •   Liaison and links to further education, apprenticeship
          schemes, local employers, training and volunteering

  Mission statements
Hillingdon Carers

   “A smile and a welcome lift the
    spirits. [Hillingdon Carers] is
    a place where I feel I won’t be
     judged and I am with people
   who understand what problems
   I am facing; most people don’t
          understand this. ”

         Hillingdon Carers

     3       How we consulted
     We have learnt over many years from our work with carers just
     what is important to you. We also carried out a consultation to
     help with the development of our plans.

     The consultation process included:

         •   A ‘Help us to plan the future’ questionnaire

         •   Use of our existing services to talk informally to carers
             of all ages about what is important to you

         •   Meetings with councillors and public sector officers

         •   A review of our 6-monthly Carers Surveys

         •   An away day event with our Board of Trustees, staff
             team and volunteers

         •   Further half-day planning sessions with staff and
             trustees independently

         •   A series of carer focus groups to test out and discuss
             what we thought the priorities should be.

     Part two of this document details what you told us and what we
     are planning to do about it.

Part two:
Programmes of work

       of work

                             Finding ‘hidden’ carers
     It can take years before someone identifies him or herself as a
     carer and this can mean essential advice and support doesn’t
     reach you or reaches you too late.

     It is estimated that nationally around two million carers cease
     caring and another two million begin each year, so there is by
     no means a ‘static’ population of carers.

     To be able to provide the advice, information and support that
     you need and to help you to claim your entitlements, first we
     need to know who the carers are.

     Efforts to engage with those of you who are new to caring roles
     need to be constantly renewed and sustained. Therefore we
     have made finding carers who don’t recognise themselves as
     carers – sometimes referred to as ‘hidden’ carers - one of our

  Mission statements
of work

          What you told us

   “I have attended your Annual General Meeting only to
   find that there are too many carers in the borough not
       being paid the fair amount of benefits for their
                 dedication to their families.”

    “I know other carers who don’t get help. I tell them
    they should, but they don’t think they are ‘carers’.”

    “You don’t offer a booklet or on-line directory of all
   services. It should include all social groups, exercise
          classes, financial help and transport.”

   “Hillingdon Carers were the first people to recognise
    me as a carer after twenty years; my GP didn’t even
                          do that.”

          Where we are now
          We have the highest carer identification rate in Greater London
          and work with just over 20% of the borough’s 26,000 carers.
          However, this still leaves nearly 80% of you carers out there not
          receiving any support, so we know there is plenty still to do.

      of work

     What we will do
     By 2020, we want to be supporting at least double the number
     of carers in the borough (at least 40%). We will enlist the help
     of other services to help us to identify and refer carers for help if
     they want it.

     We also want those of you that know other carers to spread the
     word and encourage newly-identified carers to ask for help and

     To work towards this, in the next two years we will:

        •     Develop and improve our outreach and education
              programme. This is where we educate a range of other
              professionals and services about the importance of
              identifying and referring carers for support

        •     Establish Carer Information Points in all seventeen of
              Hillingdon’s Libraries

        •     Improve our website and the range of information that
              we provide

        •     Set ourselves an annual target for numbers of new
              carers and young carers to identify

        •     Ask all new carers what prompted them to seek
              support so that we can learn about what works. This
              will help to target our efforts where they are most effective

        •     Ensure that our Communication Strategy details the
              best ways to reach you and ensures that we have a
              range of ways to get our information out to you, for
              example through printed material but also through our
              website, social media and better use of partner
              publications and websites

of work

            Tackling loneliness and
                    social isolation
       Each day in the UK, 6,000 people become carers and the
       transition to caring, and particularly to full-time caring, can
       cause loneliness and isolation.

       The loneliness you often experience is caused by a range of
       circumstances, many of which you have no control over. Indeed
       many of you described feeling ‘invisible’ as the needs of your
       loved one take precedence over your own needs.

      of work

     What you told us

      “Currently, I spend all my time looking after my frail,
       nearly totally blind 99 year old husband. I do this
       willingly because I want to, but there is no time for
                         social activities.”

      “It would be nice if someone would phone me at my
     home from time-to-time to ask how I am getting on with
      my caring [and my] emotional [state] and social life -
                 a kind of counselling service.”

     “I would like to go to the massages classes, I do badly
     need that, but I would have to get two buses and bring
                      my husband with me.”

     “You have no social life whatsoever as a carer. I don’t
     feel part of society at all, I feel a complete outsider.”

      “[It’s] always interesting to hear of [different carers’]
     experiences and [gives] an insight/opportunity to learn
           of new ideas/services which might be useful.”

of work

       Where we are now
       Our current range of services, whilst not specifically designed to
       tackle loneliness, do give you social contact with others who
       understand what you are experiencing.

       We have excellent evidence from our Carer Cafes that being
       amongst other carers is useful social contact for many and
       provides the opportunity to learn from each other.

       We also know that at our cafes new friendships form and new
       social networks start to develop over time.

       We offer free one-to-one counselling and emotional support at
       every contact but we want to extend these opportunities so that
       we improve our range of help for you.

       What we will do
       We want all of you to have a social life outside caring and be
       able to attend activities and breaks from caring within your
       local community.

       To enable you to stay socially-connected we recognise that
       there needs to be a range of support available that reflects the
       fact that all of you have differing needs and might need help
       with the person you care for in order to get out and about.

      of work

     In the next two years we will:

       •     Develop new approaches to delivering social
             programmes, through new partnerships and through

       •     Continue to seek sponsorship of Carer Cafes through
             the private sector so we can offer more of them and
             improve their geographical spread

       •     Work with others to find ways of supporting the people
             you care for to enable you to have time out for social

       •     Recruit, train and support new volunteers to grow our
             range of Carer Cafes to new parts of the borough

       •     Improve access to emotional support beyond our
             current arrangements and develop a ‘menu’ of
             opportunities that includes one-to-one and group
             sessions. We will also explore the potential for
             telephone support as you suggest

       •     We will also rethink/redesign our therapeutic care
             service to see if we can extend the offer to those of you
             that are pretty much tied to the house

       •     We will also explore the opportunity to develop a series
             of carer-led social groups

of work

                   Extending our range
                           of services
       Most care happens within families and often families do
       everything possible to minimise the need for formal care and
       support by finding what works for them – effectively
       personalised support in action.

       However there is no such thing as a ‘traditional’ caring
       relationship and it is clear that there is no ‘one-size-fits-all’
       approach to supporting you. We are increasingly aware of gaps
       in our provision and we will strive to extend the range and
       geographical distribution of our services so they are easier for
       you to access.

       We also recognise that working carers cannot always take
       advantage of our help so we will be considering weekend and
       evening provision so that you too can get support at a time that
       suits you.

     of work

     What you told us

      “I’d like the Carers’ Cafes more regularly. I have a
     part-time job and I don’t finish until 1.30pm so I don’t
                        get to the cafes.”

     “I work at a school as a dinner lady; it would be nice if
                     cafes ran a bit longer.”

      “Everything seems aimed at older people but if you
     are young and need care it seems very limited what is

       “Some activities should be for the people who are
                  suffering from dementia.”

     “Could you please provide more exercise classes and
     body massages? I also want more courses relating to
         education where we can learn more skills.”

         “Singing for fun, for myself and other carers.”

     “Regular meetings for carers who don’t have a caring
       role any more, so they are not suddenly isolated.”

of work

       Where we are now
       We want to ensure that we support as many of you as possible.
       We have developed a strong range of services that have
       reasonable geographical spread across the borough and we
       think that we have gone some way to addressing the multiplicity
       of caring situations. However we recognise that there is more
       to do.

       You often bring the person you care for to cafes, clubs and trips
       in order to be able to access time with others. However we
       want to do more to ensure that this is a proper break for you
       and that you don’t feel ‘on duty’ during these activities.

       We have well-developed assessment processes that ensure
       that the support we offer is tailored to individual caring
       situations and we believed we had strong support programmes
       for carers of whatever age, however you are telling us

       What we will do
       Therefore in the next two years we will:

          •    Work with other partners to develop activity groups
               for people with dementia that run alongside cafes and
               exercise classes so that they you can have a break
               safe in the knowledge that your loved ones are
               professionally looked after and undertaking stimulating
               activities of their own

          •    Identify opportunities to introduce flexible seven-day
               working so we can develop more weekend and
               evening opportunities, particularly for those of you who
               are trying to juggle work and caring

     of work

     •   Lead the development of a Hillingdon Carers Collective
         so that all organisations with a remit to support carers
         are working better together and coordinating
         opportunities. This will improve your access to support
         and make finding it much easier

     •   Continue to improve the geographic reach of our
         services and use your feedback to plug identified gaps

     •   Extend our use of volunteers to make sure we can
         respond to the geographical demand for services

     •   Work through the Carer Collective to develop a Carers
         Hub in the south of the borough, where we have a
         more limited range of support services

of work

Supporting you to look after your
 own physical and mental health
       Providing care for a loved one should not cost you your mental
       and physical health. Sadly however we know that, for some,
       caring can be emotionally and physically draining and that
       many of you experience stress and anxiety caused by the
       nature and extent of your caring responsibilities.

       Often it is difficult to look after your own health, take regular
       exercise and find the time to access your own health

       We also know that health professionals often don’t recognise
       the specific knowledge and expertise that you have about the
       person you care for.

       We firmly believe that health services need to engage better
       with you and that they should be helping us to identify carers
       and referring them for support.

      of work

     What you told us

      “In the NHS there is little acknowledgement of how well
      we know the person and how long we have looked after
     them, all the things we have tried, researched, bought…”

       “Mental health services, LBH and the NHS are very
       disjointed; to check appointments and contact staff
         seems to be very complicated. A single point of
      contact would be nice. Can you push for this locally?”

       “I had a breakdown 25 years ago, which means that
       health-wise, I sometimes have to rest for longer than
      people seem to accept as reasonable for a person my
          age. I hope that Hillingdon Carers take this into
                 account when I do their activities.”

       “Having to care for my husband of 88 years who has
     vascular dementia plus my son of 55 years with mental ill
         health, I feel isolated and, at times, abandoned.”

          “It’s difficult to get an appointment, non-urgent
               appointments take more than a week.”

     “The [exercise] programme has helped my mobility and
       reduced my back pain and [my use of] pain killers.”

           “I dread the emergency appointment and get
                   frustrated and terribly upset.”
of work

       Where we are now
       We have a programme of awareness-raising sessions for
       practice staff at GP surgeries to promote the importance of
       identifying carers, referring them for support and offering
       flexibility in appointments.

       We also offer education to other professionals about caring
       issues. We provide these for schools, universities, library staff
       and many others.

       We have a strong exercise programme offering you a range of
       exercise sessions for all ages and abilities, from chair-based
       exercise and yoga to more dynamic cardio and dance sessions.

       Our young carers have access to a good range of sports
       facilities from five-a-side football to professionally-facilitated
       gym training.

       We are confident that our therapeutic care and pamper days
       provide you with some light relief from the stresses of caring.
       But, for those of you who need more intensive support, we offer
       emotional support at every contact and a free counselling

       In addition we offer a range of carer training, trips and cultural
       activities that we hope will help you to forget about caring for a
       few short hours, to learn new strategies to help with caring and
       to pursue a hobby, or learn a new one.

       What we will do
       In the next two years we will:

          •     Promote and widen opportunities for carer health
                checks, such as Health MOT days and opportunities
                for you to meet health professionals face-to-face
     of work

     •   Develop a series of volunteer-led ‘Healthy Carer’
         groups, such as walking groups, swimming clubs and
         dance collectives

     •   Work with our current volunteer counsellors to design a
         volunteer-led emotional support programme that you
         can access at Carer Cafes

     •   Recruit and train a further ten volunteers by summer
         2017 to expand our capacity for support

     •   Work more closely with the emerging GP Networks to
         secure their commitment to promoting your health and
         wellbeing in an accessible and flexible way

     •   Extend our range of Health Matters fact sheets

     •   Help you to access health information through new
         Carer Information Points in all seventeen Hillingdon

     •   Work with other Third Sector organisations to develop
         peer-to-peer support and group support to help you
         to manage your own longer-term health needs

     •   Develop a borough-wide, collaborative carer training
         programme to give you the skills you need to better
         manage your caring roles

of work

    Helping you to manage your
              caring situations
       Whilst many of you enjoy caring and find it affirming and
       satisfying, we also know that the potential negative impacts of
       caring are numerous and well-evidenced.

       We know we need to respond to what you are telling us about
       your lives by strengthening the range of help and support that
       makes a difference to how you manage your caring situation.

     of work

     What you told us

     “I need advice to help my disabled son get independent
              living and the right support and help.”

         “The training provided by Admiral Nurses was
           invaluable. More refreshers would help.”

        “”Some activities should be for the people who are
       suffering from dementia and [there should be] some
      training for the carers for better understanding of the
                        person you care for.”

      “Appreciate the carers’ group in Torrington Road, it’s
                  good to meet other carers.”

     “It’s wonderful to have a chat with a variety of different
          carers.... It’s always interesting to hear of their
      experiences and gives an opportunity to learn of new
            ideas or services which might be useful.”

of work

       Where we are now
       We currently offer you training to help you to better manage
       some of the challenges of caring, such as moving and handling,
       managing wheelchairs and basic first aid. We also offer free
       legal advice clinics through our friends at Turbervilles Solicitors.

       Our support services help many of you to manage your caring
       situations through talking to other carers or to improve your
       health through our exercise programme.

       You have also told us that you highly value our Information and
       Advice Service and we have an excellent track record in
       helping you with successful claims for Carers Allowance
       and other care-related benefits.

       What we will do
       Over the next two years we will:

          •     Develop a comprehensive training programme with a
                range of other providers so that you have plenty of
                opportunities to learn about all aspects of caring and
                that it is easy for you to access

          •     Grow our Advice Service and provide more outreach
                and drop-in sessions across the borough to ensure that
                as many of you as possible can access the information
                you need and the support you might need to claim
                benefit entitlements

          •     Continue to develop our range of health and wellbeing
                services so that we can help you to overcome the
                potentially negative impacts of caring

     of work

     •   Further develop our range of Fact Sheets to ensure
         that we provide you with a rich and diverse range of
         quality information that covers all aspects of caring

     •   Continue to develop new partnerships and
         collaborations so that your experience of carer support
         is of a more cohesive and joined up programme

of work

                                      Young carers

       We believe all young people have a right to a future and we
       know young carers can be disadvantaged in life as a direct
       result of their caring situations.

       We want to ensure that they do not have to carry out unsuitable
       levels of care or tasks that are inappropriate for their age.

       We also want to ensure that they are supported so that their life
       opportunities are not restricted by their caring roles.

      of work

     Young carers told us

          “Caring matters but it is not a career choice.”

     “It (caring) feels easier to talk about now because I know
      it’s nothing to be ashamed of and other people have the
                           same situations.”

         “[To make it better] there should be not as many
         people, more clubs and more trips, especially at
                         Christmas time.”

      “It’s good to get a break. I used to live with my dad and
     my mum but dad is ill and we used to get the brunt of his
     moods. Now I just live with mum and it helps to get space
           from each other if we have had a ‘ding dong’.”

     “I used to feel insecure and found it hard to make friends
                but I came here and found it easier.”

of work

       Where we are now
       We have a good range of support for young carers with
       after-school and Saturday clubs, in addition to a strong school
       holiday activity programme.

       We also offer trips out and residential weekends away and
       provide information and advice, emotional support and
       advocacy for the young people we work with.

       We run a specialist project for young carers supporting a parent
       or family member with a mental illness or drug or alcohol
       problem. We are working closely with whole families as part of
       this project and have started to develop our whole-family offer.

       We have a new supported transition project for young adult
       carers called N-HANCE. This project provides support,
       training and a social programme for young adult carers from
       17-24 years to help them into training, further education,
       volunteering, apprenticeships or work.

       We have developed good relationships with a number of
       schools and our outreach programme involves regular
       presentations in schools, to help and encourage them to
       improve support to young carers at school.

       Finally, we have aspiration-raising opportunities for young
       carers with Brunel University and Bucks New University and a
       burgeoning relationship with Uxbridge College.

       We believe our range of support to young carers and the skills
       of our young carers team should be celebrated. We want
       to promote Hillingdon Young Carers as an example of good
       practice and we want to secure more expert leadership for the
       development of our young carers’ services into the future.

      of work

     What we will do
     Over the next two years we will:

        •    Develop a strategic leadership group to help develop
             our services and to secure recognition of young carers
             more widely

        •    Write a separate two-year delivery plan for young
             carers structured around all our programme of work,
             but with tailored responses to the unique needs of the
             young people we work with

        •    Develop our new supported transition project
             N-HANCE for young adult carers to help them to make
             a smoother transition into adulthood. We will develop
             clear targets for helping young adult carers to achieve
             accredited qualifications and access training,
             volunteering and employment

        •    Continue to grow the range of educational and social
             opportunities for young carers and increase their
             geographical spread to improve their accessibility

        •    Continue to raise awareness of young carers as part
             of the extension of our outreach and education
             programme and measure efficacy through referral

        •    Work with young carers to identify gaps in services and
             bid for resources accordingly

        •    Develop our whole-family offer so that we can offer a
             range of family activities

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                            The carer’s voice

       We strongly believe that you have a critical role to play in the
       development of effective support services. Indeed, a guiding
       principle of Hillingdon Carers is that carers should play a major
       role in shaping and directing our work.

       We have made some progress in ensuring that our priorities
       reflect your priorities and that our support is in tune with your
       needs and desires.

       We also recognise that you want to influence the statutory
       services that support you and the person you care for, which
       can present more of a challenge.

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     What you told us

     “Is there any day centre? Is there a hydro-pool? If there
        is, where? It would be nice and helpful if you could
               provide a named person to contact.”

      “The current changes to care provision have caused
      huge difficulties to my mum and me. She has lost the
         care agency she has been with for five years.”

      “Although my husband has a carer in the mornings to
     help shower and dress him this service has deteriorated
             drastically. Some days we get no-one.”

      “My mum will soon need constant care at home. I work
       full time from Monday to Friday and the only benefit I
     have been offered is £57.92 a week. How can I leave my
        employment and take care of her on this benefit?”

      “A respite week should be given to all carers to have a
            holiday once a year with vouchers given.”

       “The Conference gave us access to senior council
               people and lots of information.”

of work

       Where we are now
       We currently provide some opportunities for you to have a
       voice. These include:

          •    An Annual Carers’ Conference giving updates and
               access to senior health and social care officers

          •    A 6-monthly Carers’ Survey to collect your thoughts on
               a range of issues and to feedback on our services

          •    Supporting a wide range of carer consultations for an
               extensive range of local and national organisations

          •    25% of members of our Board of Trustees and staff
               team are carers or former carers

          •    Collecting case studies and your personal experiences
               and using this evidence to support our case for
               investment in new and existing services

          •    Young carers co-design their summer and school
               holiday activity programmes

       However, we know that this can be improved. Now, possibly
       more than ever before, your voice in the development of policy,
       plans and services is critical to ensure the best use of
       resources. We aim to strengthen your voice and support others
       to adopt good practice in consultation, engagement and

      of work

     What we will do
     Over the next two years we will:

        •    Establish a Carer Collective for the borough to ensure
             all support is better coordinated and that organisations
             work better together to listen to what you are telling us

        •    Develop a carer engagement protocol, which will
             encourage best practice in carer consultation and

        •    Work closely with Carers Trust Thames and other
             partners to develop mechanisms that better reach
             isolated and house-bound carers

        •    Redesign our website to make it clearer and more
             user-friendly for you. We will improve navigation and
             ensure that information is easier for you to access

        •    Increase our use of information technology and social
             media to advertise consultation activities for those of
             you that would like to get involved

        •    Support the London Borough of Hillingdon in the
             delivery of a new Carers’ Assembly for Hillingdon

        •    Work with others to provide a range of other
             mechanisms for you to have your say

of work
Part three:
Making it happen

Making it happen

     Delivering the strategy
     Delivery plans:
     Our strategy is very broad and covers a five-year period, which
     is often difficult to predict. Therefore all the detail of how we will
     move forward on our commitments are contained in a two-year
     Delivery Plan for adults and a separate two-year Delivery Plan
     for young carers, based on the two year actions detailed in the
     section on Programmes of Work.

     The staff team has an annual planning day with Trustees and
     the current two-year Delivery Plan is in development. These
     will be available from Hillingdon Carers in August 2015, August
     2017 and August 2019.

     Staff supervisions and annual appraisals will be informed by
     their commitments in the organisational Delivery Plan and we
     have reviewed our processes and documentation accordingly.

     Regular progress reports will be presented at Trustee Board
     meetings and staff members will be asked to present on their
     own specific areas of work to Trustees.

Making it happen
 Mission   statements

                           Measuring and
                       recording progress
         Current arrangements:
         We regularly monitor and evaluate our services; indeed we
         have to produce detailed and comprehensive monitoring
         information for a range of funding bodies.
         We generate this information through:

            •    Twice-yearly Carers Surveys – securing feedback
                 from around 80 of you per survey.

            •    The maintenance of statistical data which gives us a
                 profile of you, our service users, and details the volume
                 of support we provide.

            •    Use of anecdotal qualitative evidence and case
                 studies to bring your experiences of our services to

            •    Short evaluation questionnaires after every trip, arts
                 course or other activity to evaluate each service. By
                 collecting your responses we can make sure we
                 continue to provide what is most important to you.

            •    Young carer questionnaires and parental
                 questionnaires help us to monitor the responses to,
                 and value of, our young carer support programme.

            •    Feedback and testimonials from partners, funders,
                 health and social care professionals.

Making it happen

     Improving outcome and impact
     Over the next two years we will:

        •    Introduce the Carers STAR assessment tool for
             some projects to assess the impact of our services on
             your lives

        •    We will be using the Patient Activation Measure
             (PAM) tool in our Carer Health programme

        •    Finally, we are improving internal communication,
             record-keeping, data production and overall
             coordination of our activities through the introduction of
             a new Charity Log system

     The new tools detailed here represent a significant investment
     in time, staff training and licenses.



     We would like to thank all of you that completed our
     questionnaire, helping us to set the priorities detailed here.

     In addition, thank you to all of you who have passed on
     comments, suggestions and personal stories at cafes, clubs
     and classes – your experiences are critical to ensuring we are
     focusing our efforts where they are most needed.

     Our further thanks go to the carers that gave up their valuable
     time to attend one of our focus groups. You are too numerous
     to mention by name but we really appreciate all of your
     feedback – please keep it coming!

     We would also like to take this opportunity to thank the
     London Borough of Hillingdon for their significant financial
     support which makes the majority of our services possible.
     In addition many thanks to other funding bodies who have
     helped us to extend opportunities for valuable support for the
     borough’s carers. We look forward to a continuing relationship
     with you.

     Finally our thanks to our many colleagues across both the
     voluntary and statutory sectors who have commented, read,
     supported and generally helped to shape our thinking. We
     appreciate your input and look forward to our continued
     partnerships as we deliver on our plans.

     The Staff, Trustees and Volunteers of
     Hillingdon Carers

“The young
      young carers’
              carers’ project
                       project helped
                                helped me
because II can
             can get
                 get aa break
                        break when
                               when times
                                     times are
difficult at
          at home,
             home, you
                    you can
                         can forget
                              forget what’s
worrying you.”
And finally…
“I appreciated the time out for myself. I have not painted
for ages at home on my own, but after finishing this course
I have been inspired to go out and buy paints which I have
been using 5 or 6 days a week to paint while my mother is
asleep in the afternoons.

The course has boosted my self-esteem and confidence in
myself. I have been going to galleries and getting art books
out of the library to copy the paintings.

Painting has given me a way to relax, be myself and do
something for me that makes me happy, and even gives my
life a sparkle that I had lost.

The course has done more for me than even a holiday, as I
have gained a hobby once again that I had let slip due to my
caring commitment and job.”

Hillingdon Carers
Luther Bouch House
126 High Street
Middlesex UB8 1JT
t: 01895 811206
e: office@hillingdoncarers.org.uk
w: www.hillingdoncarers.org.uk
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