JUST BECOMING A CARER?

Transcription

1 JUST BECOMING A CARER? An evaluation on the work undertaken by Croydon Neighbourhood Care Association (CNCA) and its member groups during 2010/11

2 INDEX Page 3 Page 4 Page 4 Page 6 Page 6 Page 8 Page 11 Preamble background Where it all started Developing the leaflet Phase Two Promoting the leaflet to carers Evaluation The future

3 1. PREMABLE BACKGROUND 1.1 In partnership with CNCA s 30 associated organisations, which provide services to older people (over 50 s) and adults with disabilities, CNCA s trustees decided that they had been supporting carers through its partner services since its inception, but it had never been recognised for the work it does with carers. Therefore we developed a project where volunteers and staff were trained to identify carers (currently 29,426 in Croydon) of the service users, when their needs are still low and therefore not in receipt of local authority services. CNCA planned to provide carers with information on existing services and carer-specific services available both at a local and national level, thus enabling carers to continue in their caring role. This signposting service is an invaluable life-line for carers, providing information, advice, advocacy, access to benefits, peer support, etc. 1.2 The project was delivered across the whole of the Borough of Croydon, which has 50,960 people aged 50+. It took place within 30 of our associated organisations which are situated across the borough and contributed towards the Governments Big Society campaign. As quoted in the government s Big Society policy..the Big Society aims to train a new generation of community organisers to support the creation of neighbourhood groups across the UK, especially in the most deprived areas Our groups rely on volunteers and the latest figures show that up to 3,000 volunteers ensure that services happen in our 30+ groups. The roles are anything from befriending, carers respite, transport to health related driving appointments, driving, cooking, advice giving, bookkeeping, to whatever the needs of the community may be. The model used in the groups is similar to the Asset Based Community Development (ABCD) devised at the North-western University, Chicago. None of our groups have ever used the ABCD model, but the correlation between the development of the groups and the ABCD is very similar. 1.4 CNCA is hoping that this project will help form the Government s vision around the Big Society and we are aiming to have this project fed into the Government s Big Society plan. The aims of the project were achieved by a simple tool kit; Just becoming a carer booklet (see appendix 1), which was developed by CNCA and is now made available to a wider audience. In Croydon the principles of the Big Society already exists within the voluntary sector through the work undertaken by CNCA. 3 P a g e

4 2. WHERE IT ALL STARTED 2.1 I am not a carer! The people that come to use our services do not have carers. These were the two key areas where the team here at CNCA had to educate the groups on. There has been a lot written around carers as they are reluctant to identify themselves as carers and do not perceive themselves as carers. 2.2 The first stage was to train the lead person(s) in each of our partner groups, who would then disseminate the information they had learnt onto their volunteers and staff. The purpose of training was to enable staff and volunteers to identify potential new carers at an early onset, and develop strategies to support carers in recognising their role as a carer. 2.3 Once the first question had been understood then it was easier for them to look at the second question; the people that come to use our services do not have carers. However, once analysed, they realised their clients do have carers; it may not be a husband/wife, it may be a son/daughter who lives many miles away, it may be a relative, or it may be someone who just keeps an eye on an elderly neighbour. It could be a combination of all of these individuals however the impact when one of these is unable to carry on is the possibility of the whole chain falling apart. 2.4 Each of our 30+ neighbourhood care groups are diverse and provide a broad portfolio of services, but it was important that we conveyed a clear and consistent message. Even though the services were different and so varied, there was no hard and fast rule to ensure that the message was passed onto each of the volunteers, only time would tell if that goal was achieved. It relied on the volunteers within each of the teams to pass on those messages. 3. DEVELOPING THE LEALFET 3.1 We heard that we were successful in our bid to the Department of Health on Christmas Eve and normally for most organisations this is a very quiet day. Before submitting the bid we developed a selection of ideas about the format and layout of the carers booklet, indentifying what information would be relevant to a new carer and ensuring we kept the information pertinent and to the point. 3.2 The content - the key messages were in our heads, you have just become a carer, you need to start planning for a journey which will not be easy, but we did not want to get bogged down in detail, just signposting the person on their caring journey to make it as easy as possible. 4 P a g e

5 3.3 The other area that we had to take into account was that we needed a booklet ready to talk through carers needs, etc. with the groups so the period between Christmas and early New Year built on the very rough research and experience from the team at CNCA. For example, our Chief Executive was previously a Chief Executive of a local Crossroads Care as well as being a qualified social worker, who has a wealth of experience working with carers. The rest of the CNCA staff team, like all of us, had some experience of caring from varying perceptions. We also spoke to our contacts that were/have been carers as well as other professionals working for charities that have knowledge and expertise in the field of carers and understand the needs of carers. 3.4 It was therefore agreed that the leaflet should start off with explaining simply the role of a carer, helping the reader to recognise their roles as a carer. The other areas, apart from having a very simple index, was financial help, what can social services do, taking a break from caring, talking/working with your GP, eating healthily bearing in mind that time will not necessarily be on your side, working - if you are working how to work with your employer, and finally some key numbers that might help. The back page is an advert for the mobile information and advice service that we manage in partnership with a number of third sector organisations, the council and the PCT. 3.5 We are fortunate to be able to develop and produce the booklet in house, allowing amendments and alterations to take place without having to pulp a print run when a leaflet becomes out of date. The world around us changes so quickly and service providers need to change their material to ensure that they are providing the most up-to-date answers/telephone number(s). 3.6 We put together a first draft and asked for immediate feedback from our partners/colleagues, and other local charities that support carers. As part of educating our groups we sent them the first copy of our booklet and asked for their comments. 3.7 By the middle of January we sent out copies to all of our partners as well as all Croydon s MPs and councillors to raise the profile of the work that we were undertaking. 3.8 It was also important to remember that although this was a resource focusing on Croydon residents, we wanted it to have the potential to be used by local groups anywhere and everywhere, so we did not want to go into great local detail. This was not such an issue as Croydon is a large borough and each of the 30+ groups are so different the idea of specific key local points was impossible. 5 P a g e

6 4. PHASE TWO 4.1 Reviewing the first version of the booklet, apart from the pages at the rear which were about local support groups. This would have to change if the material was to be used outside of Croydon. 4.2 Training sessions for groups - we ran a number of sessions at various times to ensure that all volunteers could attend at our head office. Where required we also ran sessions where the groups deliver their services. These sessions for the group s volunteers had very simple messages; carers do not wear badges, most of us are/have been carers in the past and probably did not realise that we undertook such a task. Therefore Mr/Mrs Smith using the service today will probably have a carer or a team of carers behind them. 4.3 By the start of February we had started phase two which was: (a) Taking notes on any comments regarding the booklet and making amendments where appropriate. Because we printed the leaflet inhouse as and when, demand required the next print run to have these changes within it. (b) Ensure that the messages from the training of groups was making an impact - that carers are difficult to identify but they are amongst us and the majority of people that come to use their services do have carers. (c) Get feedback from carers to see if the booklet was of some help. 4.4 When any new person comes to one of the 30+ groups involved, as part of the signing up process (where details such as next of kin, etc. are taken) the volunteer undertaking this would then talk about who is caring for who. A copy of the leaflet just becoming a carer would be given to the person accompanying the new user to the group, plus copies would be sent to anyone else that person mentioned who was important in their life. Many of those people often lived outside the London Borough of Croydon and some outside of London. 5. PROMOTING THE LEAFLET TO CARERS 5.1 There was an audience who received the leaflet, to whom we could not audit their responses. There were four key groups who get advice but are not required to give full details: 6 P a g e

7 5.1.1 Those who received the leaflet from the POP information and advice service. This is a service managed by CNCA in partnership with key voluntary sector providers, (Age UK Croydon, Croydon Hearing), the local authority and the PCT giving free advice to those aged 50+ or caring for anyone who is aged 50+. Across the three month period over 1,000 leaflets were handed out. People who are seen by the POP information and advice service are not required to give their details; this is one of the reasons why it has been so successful. It allows people in the local community to receive high quality impartial advice, without resorting to statutory services. Though not linked to the leaflet the service overall last year gave advice to over 15,000 people, out of which 279 people required specific carers information. 1.2m additional benefits were claimed and over 100 hospital admissions were prevented. (Below: a picture of the POP information and advice service in the community) Those who received the leaflet from advice giving organisations and requested their own supply. Over 600 were taken by those organisations and therefore taken by carers at special events, information racks, etc Over 400 leaflets were distributed to our neighbourhood care groups at one of their special launch days as well as their open sessions. Because of the vagaries it is very difficult to determine precise numbers of the leaflets which were handed out, let alone to whom. Though we do know the numbers that were printed for such events. 7 P a g e

8 5.1.4 Those who received the leaflet from CNCA s offices. We ran a number of events across the year and during the period of the trial we ran three key events; a local history group who came to have a cream tea, learn about CNCA and also about the grade 2 building that we use, Ken Livingstone used our facilities to meet with disabled people as part of his visit to the borough, and a meeting of the providers of services to elderly people, let alone the normal dayto-day visitors to our offices. Across those three key events, as well as when visitors came to the office, over 80 leaflets were taken. Again because of this we cannot audit if the material given was of some use. 5.2 In an ideal world it would be useful to have a full audit of the outcomes of such material. We have reviewed this specifically for other material that we have developed for use through CNCA and the POP information and advice service. Our purchasers, the council and the PCT have worked with us to look at an outcomes method, but all agreed that the key thing must be to get the information to the customer who needs it, if you can then get an audit of its successes so much the better. People who get a service from the POP information and advice service are not required to give their details, this is one of the reasons why it has been so successful, but does not help audit precise successes and therefore agreed protocols are put into place to measure long term successes across the whole of the borough. 6. EVALUATION 6.1 Following on from the work undertaken in early March we began to produce a questionnaire (Appendix 3) that would be sent out to all the carers that we knew had received our leaflet through one of our neighbourhood care groups. Whilst drafting the questionnaire for the evaluation purpose, we kept the format simple to ensure that we did not deter a carer from returning the form. We also spent a great deal of time making sure that the questions were easy to read and enclosed a freepost envelope, to encourage a high response. 6.2 Throughout the whole process we had very little negative comment on the leaflet as we knew when we designed it what the content should be and where to get the right information. We wanted to be 100% certain that everything was correct so an external person was employed to ensure qualifying procedures were followed, thus allowing the person being interviewed to be more confident that the interviewer was independent of CNCA and its member organisations. The people chosen to be interviewed were picked at random or where an interest was expressed on their questionnaire. 8 P a g e

9 6.3 The new working model has been shared with other councils which are part of the Government s Big Society agenda: Sutton, Cumbria and Windsor. The information was also shared with other caring charities Crossroads Care, Prince Royal Trust for Carers, and Carers UK. 6.4 Following the evaluation from the Carers Innovation fund, this is the feedback received from the evaluation of the project. 9 P a g e

10 Comments received from carers From the booklet, I now know that I am entitled to a carers assessment Until reading this booklet, I never classed myself as a carer I now realise that I am entitled to more benefits as a carer I have informed Social Service that I am carer and now get extra support I have informed my GP that I am a carer I thought the definition of a carer was someone who looks after people within their home or within a care home. I didn t realise that I am classed as carer for my husband, I thought it was my duty to look after him Really useful informative leaflet As a carer I felt under pressure to do everything myself, I am now linked into local community services After reading the leaflet, I have realised that I need to look after myself as well I have now informed my employer that I am caring for a disabled relative Through this information, I am now attached to a local caring support organisation I found the list of contacts of local services helpful 10 P a g e

11 7. THE FUTURE 7.1 When we applied for this grant we had a key aim; to design a leaflet (Appendix 1) that would have a long lasting benefit to people who were just becoming a carer, initially through the network of neighbourhood care groups. Our longer term vision was to develop a leaflet that any similar neighbourhood groups across the UK could utilise (Appendix 2). We feel we have achieved this; the positive feedback we have received from carers endorses this. 7.2 Our other main objective was for our member groups to remember one simple thing - behind every person using their service there is normally a carer(s) and they need support just as much as the person(s) who attends that group s activity. What happens now is that every new user of services are asked about their carers and details of those people are noted and sent copies of the Just becoming a carer? leaflet. 7.3 From the work undertaken by the CNCA staff team with the groups, we feel that the message has sunk in however our groups have many thousands of volunteers who change on a regular basis. We will ensure that through CNCA s conferences and regular training events that this piece of work continues. Already we are planning for our 2012 conference and are looking to get a speaker to talk about carer s issues, both as a professional and as an ex-carer. The focus will be to increase the services to carers offered by our partner groups year on year. 7.4 Therefore if you are running a local group who come into contact with carers when they have just started becoming carers, please CNCA (info@cnca.org.uk) and we can send you a template of the leaflet (Appendix 2). It has spaces for you to put in your local numbers and details about yourselves. All we ask is you keep the acknowledgements and if you have any further comments please do not hesitate to contact us. 7.5 CNCA intend to continue to produce the leaflet and keep it up-to-date for the advice services in the borough, as well as nationwide, our local POP information and advice service and all of our local groups, which are increasing in numbers. As we all know that every day someone becomes a carer. Mark Justice Chief Executive Croydon Neighbourhood Care Association (CNCA) May 2010 Appendix 1 The booklet, Croydon Appendix 2 The booklet, generic Appendix 2 The questionnaire 11 P a g e