1) The Gentoo Wellbeing Service aims to support older people to live independently through initiatives like increasing community participation, providing home adaptations, and preventing hospital admissions and institutional care. 2) The Wellbeing Service and Extra Care Housing provide housing support and assistance with daily tasks to help older customers remain in their homes. 3) Additional services include equipment loans, minor home adaptations, and assessments by the Needs Assessment Team.

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3. The aspirations for this service remain focused on:
• Increasing the number of older people who are supported to live
independently.
• Promoting healthy and active living for those leaving hospital to avoid
re-admission where possible.
• Case finding those who are most at risk of admission to hospital /
institutional care.
• Maximising the number of older people who are supported to participate
in community activities.
• Increasing people’s knowledge of the availability of equipment
and adaptations.
• Supporting people throughout the process of minor / major adaptations
being carried out within their home.
3
1. INTRODUCTION
Gentoo has been delivering services to vulnerable people since 2003. In
that time we have supported many customers to remain independent within
their own home and community for as long as possible.
Records show that in 2010 19% of the general population aged 65
and over died at home. During 2011, records held for customers
supported by Gentoo’s Older Persons Service compare very positively
with 39.6% remaining in their own home until they died, a desired
outcome for many, with the majority of people aged between 56 and
74 expressing a preference to die at home.
Not only does this outcome benefit the older population it also has an
impact on the Local Authority.
Sunderland City Council Residential Rate Card 2016 - 2017
shows that a Long Term placement in Residential Care
can range from £438.61 per week for accommodation rated
as standard to £576.53 per week for accommodation rated as
Gold, an average cost of £26,393 per year.
The Rate Card 2016-2017 also showed that placements into
Nursing Care would cost the Local Authority from
£483.62 per week for standard accommodation to
£576.53 per week for Gold standard accommodation, an
average cost of £27,563.90 per year.
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2.0 WHAT IS INCLUDED IN THE WELLBEING OFFER?
The Wellbeing Service
The Wellbeing Service is part funded by Sunderland City Council, formerly
through Supporting People funding - the policy and funding framework
for housing related support services. Supporting People was introduced
in 2003 and since then, has experienced a shift from former Resident
Wardens in Sheltered Accommodation to Floating Support, and more
recently to a Wellbeing Service with the aim to take a preventative approach
to enable older people to live for as long as possible in their own home
avoiding the need for long term residential care.
Housing related support is offered to older people who have difficulty in
maintaining a home of their own, by providing the support that is needed
to help achieve independence and empowerment. The aim of the service
is to give older people greater opportunities for independent living and life
choices by promoting high quality support that meets the needs of the local
community and which complement other services.
We believe in enabling people to achieve their aspirations and live the
life that they choose. We also recognise that there may be a point when
someone needs some extra help to stay in their own home.
The Wellbeing Team work across tenure with those 65 and over to provide
services that are specific to the individual’s needs. They deliver a needs
based service using a referral and assessment system to identify customers
and this may be for as little as a few months or until their individual needs
are met.
The service aims to meet the housing related support needs of older people
living throughout the city to:
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• Remain independent within their own home and community for as long
as possible.
• Reduce the number of older people entering institutional care.
• Increase the number of older people who are supported to live
independently.
• Promote healthy and active living for those leaving hospital to avoid
re -admission where possible.
• Case find those who are most at risk of admission to hospital /
institutional care.
• Maximise the number of older people who are supported to participate in
community activities.
The pro-active support that the
team deliver helps prevent hospital
admissions, reduce the need for
institutional care and improve the
quality of life of older people.
Extra Care Housing
Extra Care Housing is more than just a
new home. It enables people to enjoy
their independence in an environment
that offers social, health and well-being
opportunities through on-site facilities
and amenities, which enables people
to enjoy an independent and sociable
life within the community.
Our purpose built apartments are spacious and designed specifically for
older people. The schemes offer privacy and security within apartments and
social opportunities when people want them in the communal lounges.
Finding spaces for visitors is a thing of the past as each of our schemes
offer a guest suite available for a reasonable charge.
All of our schemes offer a 24 hour monitored emergency call system in
addition to a dedicated Scheme Manager to help with moves and make
sure that people feel secure in their home.
Extras such as equipment maintenance, window cleaning, laundry
equipment, gardening, assistive technology and security are all included in
one service charge to make life easier.
An on-site Care and Support Team meets with customers to assess and
agree on a tailored care and support package that suits the individual.
The support received is more than help with daily living tasks, it’s about
supporting people to live the life that they have always lived. It’s about
supporting people to live the life that they choose. This may be about
having access to a flexible support package that changes as their needs
do, the reassurance that the care and support team are on-site for ease of
access and the reassurance of care and support being delivered by people
that are trusted.
The tailored care and support package can include support with any
aspect of daily living from getting up in the morning, preparing meals and
medication prompts. Support will be regularly reviewed to make sure that
people are supported as much as possible to remain independent.
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6. Sheltered Housing
Sheltered Housing is an offer that has existed for some time and is centred
around helping people to stay in their own home for as long as possible. It
enables people to enjoy their independence in an environment that offers
social, health and well-being opportunities through on-site facilities and
amenities, which enables people to enjoy an independent and sociable life
within the community.
We know that older people want to stay in their own homes for as long as
possible. We know this because this is what they tell us and this is what we
want for ourselves and our families.
Our purpose built apartments that are available throughout the city, are
spacious and designed specifically for older people. The schemes offer
privacy and security within your own apartment and social opportunities
when you want them in the communal lounges.
We understand that safety and security is of paramount importance and
whether people are in their apartment or elsewhere in the development,
support can be requested at any time. All apartments are fitted with a door
entry system with a built in CCTV viewing camera so people can see who is
at the door before they let them in. All door entry systems are linked to our
Concierge Team so help can be requested 24 hours a day.
All of our schemes offer a 24 hour monitored emergency call system in
addition to a dedicated Scheme Manager to help with moves and make
sure that people feel secure in their home.
Support is offered to people who have difficulty in maintaining a home
of their own, by providing the support that is needed to help achieve
independence and empowerment. The aim of the service is to offer people
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7. greater opportunities for independent living and life choices by promoting
high quality support that meets the needs of the local community and
which complement other services.
Needs Assessment Team
The Needs Assessment Team deliver a needs based service using a referral
and assessment system to identify customers and provide services that are
specific to the individual’s needs. This may be in relation to:
Equipment
Equipment is provided by Sunderland City Council’s Community Equipment
Service (CES). The service provides equipment on loan to people who are ill
or have a disability. Equipment is offered following an assessment of need
which will be carried out by a Support Officer within the Needs Assessment
Team. The equipment provided could enable people to remain in their own
homes as an alternative to admission to hospital or to a care home. The
type of equipment can vary from a simple grab rail to assist with stability or
more complex equipment to aid with bathing or individual health needs.
Equipment Re-housing
Minor
Adaptations
Major
Adaptations
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8. Minor Adaptations
Minor adaptations include providing and fitting hand or grab rails, and
replacing ordinary taps to sink, wash hand basin and bath with lever taps.
Gentoo provide and fit the following minor adaptations to our properties,
some of which are subject to assessment:
Kitchens & bathrooms
• Kitchen lever taps
• Kitchen cupboard handles
• Bathroom lever taps
Safety Matters
• Safety glass (full length windows, if in a door, door will
need to be replaced)
Rails
• Main entrance support rails
• Grab-rails
• Newel rails
• Hand-rails
• Stair hand-rails
General Needs
• Alter heights of electric
faceplates
• Rehang doors
Access
• Widened pathway to
main entrance
• Concrete steps
• Removing door thresh
• W.C. lever flush handles
• Bathroom grab-rails
• Repairs to walk-in shower
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9. Other
• Heating alterations
• Electrical alterations
• Extensions - Ground floor
bedroom / bathroom / porch etc
Fixed Mechanical Equipment
• Straight track stair lifts
• Curved track stair lifts
• Ceiling track hoists
• Through floor vertical lifts
• Bath hoist
Major Adaptations
Gentoo contributes towards funding major adaptations for tenants of
Gentoo in liaison with the Local Authority in line with their criteria and
agreed budget. Referrals for all major adaptations are made via the team
to the Local Authority Occupational Therapist Service for a full assessment
of need. They will then refer on to the Home Improvement Agency for an
assessment to carry out the works.
Major adaptations include:
Kitchens & bathrooms
• Low level or level access
shower
• Over bath shower
• Automatic W.C.
• Lowering or rearranging
kitchen units
• Other internal alterations
• Other items as required
over £1,000
Access
• Widened doorways
• Permanent ramp
• Access to gardens
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10. Re-housing
Direct allocations can be offered to those with mobility difficulties / physical
disabilities. If a customer indicates that their property is no longer suitable
the team will visit the customer to complete a re-housing assessment.
When an Occupational Therapist assessment / mobility assessment is not
required housing advice is given.
When an Occupational Therapist assessment / mobility assessment is
required this results in the customer being allocated a mobility rating. If the
rating is A, B or G the assessment report is sent to centralised allocations
and they consider whether the customer is eligible for a direct allocation. If
the customer is eligible for a direct allocation, centralised allocations try to
find a property based on the assessment recommendations.
Major adaptations by area:
Area Level Access Stair Lift Ramp
Shower
North 21 12 12
South 29 13 9
Central 27 19 7
Houghton &
Hetton 39 14 17
Washington 25 13 9
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11. This is my life
Every life has a story...
This is a project for people to capture those precious stories, celebrate their
family, leave a priceless legacy for future generations and explore the time
they have left.
It’s about living life to the full, leaving with no regrets and celebrating your
life!
We have worked with a number of partners over the last two years around
support for people with dementia and those at the end of their life. Initiating
conversations about such topics is difficult, but without those conversations
people’s wishes remain unknown and the essence of who we are can
disappear.
Being able to have those conversations can be empowering and creates the
space for people to explore their memories, hopes and fears.
The project began as part of a conversation about how people would like
to receive support in the future so that they can continue living the life they
choose even when things don’t go to plan.
The whole experience is about re-connecting with the person that you
are, the people who matter the most and what you want during your final
moments.
It’s about making your memories and moments count, living the life you
choose and at the end being able to say, in the immortal words of Frank
Sinatra “I did it my way”.
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12. 3.0 WHY THE GENTOO WELLBEING OFFER EXISTS
We live in an increasingly ageing society, and due to dramatic demographic
changes, advancement in medical technology and life expectancies we are
witnessing an increasing number of older people in their 70’s, 80’s and
90’s. This presents society with a group of older people who can and do
have a range of support needs required to enable their independence.
The 2001 Census data demonstrates that Sunderland has a higher than
average percentage of disabled people, 21%, compared to the national
average of 16%. This percentage equates to almost 60,000 people in the
city. In addition the city has a higher than average percentage of people
living with long-term illness, 24%, compared to a national average of 18%.
Even if the likelihood of an element of double counting is considered this
still indicates that at least 1 in 5 people in Sunderland have a limiting
illness or disability. The Census also found that over 21% of people living in
Sunderland were over the age of 60.
An analysis of Gentoo customers identified that 10,600 (36%) lead tenants
(not including other household members) considered themselves to be in
ill health and or have a disability. Gentoo customers are also ageing and
generally with ageing comes an increase in health risks. 9,278 (32%)
lead tenants were over the age of 65 and of these 4,747 were over the
age of 75.
Providing adaptations can improve an individual’s dignity, privacy,
independence, health and feelings of social inclusion, safety and security. It
can also assist with a family carer’s physical and mental strain, giving more
freedom and peace of mind.
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13. National Perspective
Lifetime homes, lifetime neighbourhoods - A national strategy for housing
in an ageing society where older households (main householder is over 65)
will make up half of the household growth by 2026. It is estimated that
there will be 2.4 million older households and in particular we will see:
• The 75+ age group growing faster than any other.
• Increasingly diverse older population with their own needs and
aspirations.
• Over a million people expected to have dementia by 2025.
• Double the number of older disabled people in England from
2.3 million in 2002 to 4.6 million in 2014.
• Increasing affluence among older people- likely to increase polarisation
by wealth.
The strategy was based on three outcomes:
• Better deal for older people today.
• Building homes for our future selves.
• Reconnecting housing, health and care.
Local Perspective
Sunderland City Council four key people outcomes for 2015/16:
• A city where everyone is as healthy as they can be and enjoys a good
standard of wellbeing.
• A city with high levels of skills, educational attainment and participation.
• A city which is, and feels, even safer and more secure.
• A city that ensures people are able to look after themselves
wherever possible.
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14. The following visual shows how Gentoo link to Local Priorities.
National Priorities
Local Priorities Gentoo Outcomes
A city where everyone is as healthy
as they can be and enjoys a good
standard of wellbeing
A city with high levels of skills,
educational attainment and
participation
People have reduced loneliness and
isolation
People feel saferA city which is, and feels, even safer
and more secure
People have improved health and
wellbeing
People have reduced loneliness and
isolation
More residents will participate in
sport and physical activity
Fewer people are admitted to
residential care
Few people will need residential
care
Fewer people will need residential
care
More people will have their health
needs met in the community
and there will be fewer hospital
admissions
Lifetime homes, Lifetime neighbourhoods
1. Better deal for older people
3. Building homes for our future selves
2. Modernisation of the Disabled
Facilities Grant
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15. 4.0 STATISTICS – WHAT THE SERVICE HAS DELIVERED
4.1 The Wellbeing Service
2761
2013
1146older people were given
information about the
Wellbeing Service
older people signed up to
the Wellbeing Service
older people were given
winter warmth advice
(Oct-Dec 2015)
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4.1.1 IMPACT
Outcomes for Health and Wellbeing are measured through baseline
surveys and a review survey. The Wellbeing Service review is conducted
approximately 3 months after customers exit the service and the sheltered
and extra care are conducted 6 months after customers move into their
property. The service uses the principles of the ICECAP-O tool (developed
by Birmingham University) as a measurement of quality of life. Please
see Appendix 1 for more information. In addition, this service continued
to measure customers Feelings of Safety alongside two of Gentoo Living’s
cross cutting outcomes; People have more information about their choices
and people are empowered to make informed decisions about their life.
The table on the next page indicates that positive change has been reported
for all outcomes. Significant positive change is also evident with only a
small amount reporting significant negative change. However, despite
positive change being reported for falls and emergency care incidents,
reports of negative change incidents are also evident.
Taking account of these positive and negative changes, year to date
potential social value worth £1,422,039 has been calculated and a Social
Return on Investment ratio of £3.41 for every £1 spent.
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16. GENTOO
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Pop-
ulation
% Return Outcome
People
experiencing
change
Level of
change
experienced
Assumed people
experiencing
significant change
Proxy
value
Social Impact
per outcome
Stakeholder
% No. % No.
817 35%
People have more information about
their choices
67% 181
15%
19% 51
£3,931 £265,342 Individual
13% 36 7% 20
People are empowered to make
informed decisions about their lives
47% 127
5%
8% 23
£12,310 £173,109 Individual
17% 46 6% 16
People have improved quality of life
60% 153
3%
17% 43
£10,500 £582,750 Individual
32% 83 8% 20
People have a reduced risk of falling
52%* 78
n/a
n/a n/a
£2,026 £230,964 NHS
25 n/a n/a
Fewer people require emergency care
63%* 57
n/a
n/a n/a
£1,779 £124,085 NHS
23 n/a n/a
Health – Prevented health costs
associated with mental wellbeing
As “people have improved Quality of Life” £825 £45,787 NHS
TOTAL VALUE £1,422,039
Individual Value £1,021,202
Stakeholder Value £400,837
*of those who may have previously fallen or
required emergency care
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17. 4.2 EXTRA CARE
Cherry Tree Gardens has 32 socially rented apartments, 4 shared ownership
apartments and 4 re-ablement apartments. There are also 3 socially rented
bungalows and 4 shared ownership bungalows within the grounds.
Haddington Vale was opened in February 2015 and has 42 socially rented
apartments.
Meaning we supported 120 customers to remain independent within their
own homes without the need for institutional care, through delivering, on
average 540 care hours per week as well as 336 wellbeing hours.
4.3 SHELTERED ACCOMMODATION
Gentoo have 156 units of sheltered accommodation across 6 schemes in the
city.
Sheltered Accommodation has therefore supported 187 customers, enabling
them to live independently with the opportunity to develop new friendships
and share a social life through the use of the shared facilities.
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18. 4.3.1 IMPACT
The table opposite indicates that positive change has been reported for
all outcomes. Significant positive change is also evident with only a small
amount reporting significant negative change for information about choices
and empowered to make informed decisions. However, despite positive
change being reported for emergency care incidents, the same numbers of
negative change incidents are also reported.
Taking account of these positive and negative changes, year to date potential
social value worth £318,379 has been calculated. Together with the social
value created worth £135,281 through the activities and events within the
schemes, the potential social value for Extra Care and Sheltered Schemes
totals £453,659, resulting in a Social Return on Investment ratio of £1.23 for
every £1 spent.
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19. GENTOO
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Pop-
ulation
% Return Outcome
People
experiencing
change
Level of
change
experienced
Assumed people
experiencing
significant change
Proxy
value
Social Impact
per outcome
Stakeholder
% No. % No.
85 41%
People have more information about
their choices
46% 16
12%
29% 10
£3,931 £58,965 Individual
11% 4 6% 2
People are empowered to make
informed decisions about their lives
37% 13
3%
14% 5
£12,310 £62,619 Individual
9% 3 3% 1
People have improved quality of life
51% 18
5%
20% 7
£10,500 £152,000 Individual
34% 12 11% 4
People have a reduced risk of falling
50%* 9
n/a
n/a n/a
£2,026 £38,494 NHS
1 n/a n/a
Fewer people require emergency care
42%* 5
n/a
n/a n/a
£1,779 £0,00 NHS
5 n/a n/a
Health – Prevented health costs
associated with mental wellbeing
As “people have improved Quality of Life” £825 £6,600 NHS
TOTAL VALUE £453,659
Individual Value £273,284
Stakeholder Value £45,094
Activities and Events Value £135,281
19
*of those who may have previously fallen or
required emergency care

20. 4.4 NEEDS ASSESSMENT SERVICE
777
526
447
333
48
people were referred into the
Needs Assessment Team
people received support from
the Needs Assessment Team
people required support
with adaptations within
their home
people required support
with re-housing
property viewings were
completed for prospective
tenants
IMPACT 4.4.1
Outcomes for Needs Assessment are measured through baseline surveys
and review / exit surveys depending on how long a person is in the service to
understand the distance travelled for the person in relation to Gentoo Living’s
outcomes.
The table below indicates that positive change has been reported for all
outcomes. Significant positive change is also evident, however there was
moderate reporting of significant negative change, particularly for empowered
to make informed decisions and more independent. Positive change is also
evident for emergency care incidents.
Taking account of these positive and negative changes, year to date potential
social value worth £1,007,839 has been calculated and an Social Return on
Investment ratio of £4.58 for every £1 spent.
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21. GENTOO
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Pop-
ulation
% Return Outcome
People
experiencing
Change
Level of
change
experienced
Assumed people
experiencing
Significant change
Proxy
value
Social Impact
per outcome
Stakeholder
% No. % No.
85 39%
People feel safer
70% 30
32%
56% 24
£2,795 £117,914 Individual
9% 4 0% 0
People have more information about
their choices
49% 21
25%
42% 18
£1,977 £158,654 Individual
19% 8 2% 1
People are empowered to make
informed decisions about their lives
28% 12
4%
14% 6
£12,454 £91,069 Individual
23% 10 9% 4
People are more independent
58% 25
20%
47% 20
£3,500 £294,000 Individual
21% 9 5% 2
People have improved quality of life
56% 24
21%
21% 9
£7,000 £225,750 Individual
16% 7 5% 2
People have a reduced risk of falling
25%* 8
n/a
n/a n/a
£2,026 £57,741 NHS
6 n/a n/a
Fewer people require emergency care
73%* 11
n/a
n/a n/a
£1,779 £62,709 NHS
TOTAL VALUE £1,007,839
Individual Value £887,388
Stakeholder Value £120,451
21
*of those who may have previously fallen or
required emergency care

22. 5.0 WHAT IT’S LIKE TO BE A CUSTOMER
Case Study 1 - This is my life
It’s about being prepared and being seen as an
individual, this is you, and this is how, if I get
dementia, whoever who is taking care of me,
will know exactly who I am right from taking
one sugar in my tea to using ‘Clarins’ hand
cream, that keeps your routine and makes you
happy, if you didn’t have it you would know
something is missing.
Zena attracted me to do this, we were sitting
talking one time and she suggested I should
come and do this, when she started to explain
what it was all about, what appealed to me
was ....well it was the end bit really.....being
prepared, so when, or if you do get dementia
people have got everything about you in the book
and they know what you are about.
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23. We went through childhood school, and
put a copy of my school report in there. We
talked about films and music, actors like John
Wayne and Dicky Valentine. When going
back to our home we found ourselves looking
for the music and films which brought back
memories.
I will miss it. We talked about the important
times in our life, like getting married, adopting
my son, that was wonderful, and thinking back
to some of the things we did when we were
married.
I enjoyed looking back, even to the
sad times, some parts of your life is
not particularly happy, but you go
through it all and come out at the
other end.
Things from years ago that
you have forgotten about,
especially photographs, I
really enjoyed it.
What did the participants enjoy the most?
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24. 5.0 WHAT IT’S LIKE TO BE A CUSTOMER
Case Study 1 - This is my life
The bucket list was
hilarious. We went to book
America, this was on our
bucket list, but we realised
it would be too trashing
for us, we booked a cruise
instead.
And in the
end, it’s not
the years in
your life that
count. It’s the
life in your
years.
I’d like to meet Lee Catermole or John
O’Shea, I’d also like to go rally driving. I
have a Mazda MX5, I am getting it done
up so I can drive along the sea front
with the roof down and a red wig on.
My
Bucket List C.S. Lewis
“You are never too old
to set another goal or
to dream a new dream.”
Participants said:
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25. It’s lost information if it’s not recorded, I would have loved
to have had something like that from my Grandma, I can do
research historically but I would never get the information she
could have given me.
It has made me think, I have boxes and boxes
of photographs and when you see one it makes
you stop and think of the memories, I would like
to do more photo books and write the memories
behind it.
You give and take in this, share
things, I have shared things with
Joan and vice versa.
I have learnt how lucky
I have been in
my life.
Now that’s it’s done and you are
looking through it, you feel you have
accomplished something by doing it.
When reflecting on these sessions...
Jean Short,
Art of Living Support Co-ordinator
Some participants said: It’s all life, and
it’s all part of
one thing.
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26. 5.0 WHAT IT’S LIKE TO BE A CUSTOMER
Case Study 1 - This is my life
I would advise
anybody to do
this, it’s so nice,
although parts of
it is upsetting, it’s
part of your life.
I appreciate all
of the time put
into helping me
put this together,
there has been an
awful lot of work
put into it.
We are going to meet back up
maybe when others have gone
through the same journey, we
are thinking about seeing if
any of those who have enjoyed
might want to help out at
others, we have one interested
already.
And finally...
I want to thank the
people behind it all;
whoever thought of the
idea in the first place,
putting it into practice
and for Gentoo for
supplying everything.
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27. 5.0 WHAT IT’S LIKE TO BE A CUSTOMER
Case Study 2
Margaret’s support worker said:
Margaret was first referred to the wellbeing service by her family in September
2014. They were concerned that she had been falling over and was struggling
because she had lost the use of one arm. I first met Margaret and her two
daughters at her home and we talked about the help that her daughters had been
giving her and we chatted about how the wellbeing service could help with this.
While we were working out a support plan it became apparent that it wasn’t just
the falls we could help her with, we could also provide aids and adaptations to
help with her daily living needs. Margaret was struggling to get into the shower so
we provided grab rails to make it easier and we talked about the other difficulties
she was having. Because of the falls Margaret felt less confident moving about the
house so we suggested a telecare pendant for peace of mind.
We also chatted about the other things Margaret was struggling to do and she
mentioned getting out of bed was difficult so we gave her a bed lever. Making a
cup of tea was also a challenge so we gave her a cordless kettle tipper and a carer
cup. To help with the isolation Margaret was feeling we put her in contact with Age
UK to attend a lunch club two days a week which she started last week. Margaret
was much happier on my last visit. She feels she is managing around the home
much better and doesn’t have to wait for her daughters to arrive each day and can
start her day getting out of bed unassisted and making a nice cup of tea.
Margaret’s Daughter said:
It’s a mile apart from where we were last
August when we contacted Gentoo. Myself
and my sister were spending a lot of time
helping mam around the house as she was
struggling to get out of bed and do other daily
jobs. We felt worried when we left her and we
were also wondering how she was managing
when we weren’t there. We couldn’t switch
off. Our first meeting with Gentoo was at me
mams house and we talked about all the
things she was struggling to do. The support
worker was really friendly and understanding
and was quick to think of solutions and put
them in place. They kept us updated every
step of the way and they even paid mam
a visit because they knew she struggled on
the phone. Mam has got her independence
around the home back and feels much
safer when she is on her own thanks to the
pendent and adaptations. We feel more
settled when we leave her. Mam said to us
both only the other day that I feel happy and
alive again.
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28. 5.0 WHAT IT’S LIKE TO BE A CUSTOMER
Case Study 3
Mr and Mrs B were struggling to manage in their 2 storey home. Mr B was 57 years old and had recently received a diagnosis with early onset dementia
with Lewy bodies, the symptoms of which are similar to Parkinson’s and Alzheimer’s. Mr B was able to walk very short distances but was very unsteady
and there were risks identified when he was trying to climb the stairs. One of the symptoms of dementia with Lewy Bodies meant that Mr B lacked the
ability to assess risk, therefore would attempt to climb the stairs without support. This resulted in many falls and hospital admissions, and in the most
recent fall, Mr B had broken his ribs.
Mrs B was still trying to maintain her full time job but was finding this increasingly difficult due to her caring responsibilities and concern over leaving Mr
B at home without support whilst she was at work. At the time of the assessment Mrs B was returning to work and their 17 old Grandson was going to
be the full time carer for his Grandfather. We spoke to the Grandson on 1 occasion asking him about his aspirations, whether he was at college or at sixth
form but he was so focused on caring for his Grandfather that he just simply said that he had “no plans” as he had to look after his Grandfather.
After the visit we requested an urgent direct allocation and we found Mr & Mrs B a bungalow that was wheelchair accessible with a level access shower. It
was in the same vicinity as their current property which ensured family members could still offer support. A property viewing was completed and within 6
weeks of the initial visit they had moved in.
Mrs B was able to return to work with the knowledge that Mr B was at less risk in their home. He can access all facilities in relative safety, and can wash
himself which means he can better maintain his dignity and independence. Mr B’s Grandson now has the option of returning to education if he wishes
as Mr B does not need the same level of care he had in their former home. The family still face challenges as the condition progresses but now their
accommodation meets their immediate and long term needs.
When partners, services and teams work together, a holistic service which meets customers’ needs can be delivered, what makes it different is the commitment
to go the extra mile.
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29. 5.0 WHAT IT’S LIKE TO BE A CUSTOMER
Case Study 4
James’s neighbourhood housing
manager said:
I first visited James because his property
was due for part modernisation. When
I arrived his house was in a very poor
state and it looked like he had some
issues with hoarding.
When I sat down and chatted with
James he told me he had severe
agoraphobia and had just returned from
hospital after being admitted with a
nervous breakdown, he looked tired and
was struggling to maintain his personal
hygiene. Packets of medication were laid
about and when asked he wasn’t sure of
his last dose.
He was also struggling with the upkeep
of his home and I had concerns about
the risk of fire due to the number of
belongings that he had collected in his
home. His illness and his home were
impacting severely on his lifestyle and
health and I made a referral to the
wellbeing service.
James’s Wellbeing Advisor said:
I first met James at his home with the Neighbourhood housing Manager and I realised quite
quickly we could help him.
James previous had a community practice nurse but he had been signed off a year or two ago so I
contacted social services immediately to arrange a meeting for us all at his home.
In the meantime I arranged for Gentoo to carryout a bathing assessment, a full general needs
assessment and a benefits check with the money matters team to see if he was eligible for any
additional help.
I also contacted the district nurse about his health needs and this resulted in a personal visit from
the doctor and they arranged for the mental health team to help him take his medication correctly.
Once James’s immediate needs were met I felt like we could then talk about his hoarding issue.
James agreed to myself and a couple of colleagues clearing the house and giving it a makeover
and James got involved in this too. He was really excited to see the results and was especially
pleased with the replacement furniture we had got him from the stores.
After the clean up the modernisations could go ahead and he now has a new heating system and
energy efficient windows which will bring down his bills giving him more spare money, this is in
addition to the extra disability living allowance he receives that he wasn’t previously claiming.
Other things we helped him with were a banister for his stairs, a telecare system with a key safe.
James also now has a befriender through the Gentoo volunteering service.
The changes in James have been huge, absolutely amazing. This is not the man I conversed with
on my first visit. Everyone who has been recently involved with him has given amazing feedback
i.e. CPN, Doctor, NHM etc. on the changes to this customer’s personality and his environment.
Most importantly this man is happy and on my last visit he had been painting having formally
being an artist and having a passion for oil painting. On my first visit he told me he would never
paint again. I think that’s a perfect example of the difference made to this mans art of living.
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30. APPENDIX 1
HACT – Wellbeing Valuations
A study supported by Affinity Sutton and Catalyst outlines how Wellbeing
Valuation can be applied to housing providers’ community investment
programmes. It provides robust impact values for those seeking to carry out
detailed social return on investment-based
Analysis of specific projects as well as for those wanting to generate
more strategic overviews of the relative value created by their portfolio of
neighbourhood-based activities. The report; measuring the social impact of
community investment, provides an approach to enable judgement on the
success of a project or policy by assessing how it affects peoples wellbeing.
It determines the increase to an individual’s life satisfaction because of a
programme or policy and applies the equivalent amount of money required to
reach the same life satisfaction.
Birmingham University ICECAP-O
ICECAP-O is a measure of capability for older people. Attributes of
Attachment, Role, Enjoyment, Security and Control are measured by
attaching a tariff to a series of statements. A score is then achieved for all five
attributes of between 0 and 1, with 0 being not capable at all and 1 being
entirely capable. This is a recognised tool for measuring improved quality of
life.
PSSRU – Personal Social Services Research Unit
This is the website for the Personal Social Services Research Unit at the
University of Kent at Canterbury and the London School of Economics
and Political Science. Since 1974 PSSRU has undertaken high-quality,
independent research in social and health care, which has had an important
influence on theory, and policy development and reform in England and
elsewhere.
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32. Gentoo Group Limited, Emperor House, 2 Emperor Way,
Doxford International Business Park, Sunderland, SR3 3XR.
0191 525 5000
enquiries@gentoogroup.com
gentoogroup.com
Gentoo Sunderland Limited is a charitable community benefit society, registration number 7303