Help in Your Home Endorsed by WRVS The advice in this leaflet is endorsed by WRVS. WRVS provides practical support to older people throughout Britain, to help them get more out of life. Help in Your Home was printed in November 2008. Every effort has been made to ensure that the information contained in this leaflet is correct. However, things do change so it is always a good idea to seek expert advice on your personal situation. You can check if there have been any changes by calling SeniorLine on 0808 800 6565 (0808 808 7575 in Northern Ireland). The textphone number is 0800 26 96 26. If you would like this leaflet in another format, such as large print or audio tape, please contact the Information Resources Team on 020 7278 1114. ----------------------------------------------------------------------- Contents Section 1. Who provides help at home? Section 2. Getting a care assessment Section 3. What help will I get? Section 4. Local council Direct Payments Section 5. Coming out of hospital Section 6. Help for carers Section 7. Who pays for care at home? Section 8. What grants or benefits can I get? Section 9. How do I get equipment? Section 10. What if I have a complaint? Section 11. Useful contacts ----------------------------------------------------------------------- Help the Aged produces other leaflets which you may find useful: for example, Housing Matters and Care Homes. We also produce a range of information sheets, including no. 13, Care at Home, no. 22, Coming Out of Hospital and no. 15, Equipment for Daily Living. For free copies contact the Information Resources Team at the address on the back page. As you get older you may find everyday tasks a little more difficult and need some help with personal care and other help in your home. However, this does not necessarily mean that you want to give up your independence. For many older people just a little extra support can mean that they continue to enjoy living at home for many years. This leaflet should help you to find out what help you might be able to get and how to go about getting it. Throughout this leaflet when we talk about social services this means the social work department in Scotland and the health and social services trust in Northern Ireland. ----------------------------------------------------------------------- Section 1. Who provides help at home? You can get help and support in your home from your local council, the NHS, voluntary organisations and private agencies. Local council and NHS Local council social services departments are responsible for arranging services which help older and disabled people remain in their own homes. They can provide help with things such as: * getting in and out of bed * bathing and washing * preparing meals * shopping * cleaning * equipment and adaptations to your home, such as grab rails and bath seats. Your local NHS can provide help with: * continence advice and equipment * chiropody * occupational therapy * physiotherapy * medical equipment, such as wheelchairs and special beds. If you need help at home from your local social services department or NHS you should ask for your needs to be assessed. We look at the assessment process in more detail in section 2. Private care You can get help with things such as cleaning and shopping, and with personal care, through private agencies. If you choose to arrange your own care privately, you will have to pay the full cost of your services. There are a number of ways you can find a local care agency. * The UK Home Care Association can give you details of home care providers who follow their code of practice. It also produces a useful leaflet, Choosing Care in Your Home. You can contact it on 020 8288 5291. * You may be able to get details of approved private agencies from your local social services department. Ask for the company registration department. * You may be able to get a recommendation from a friend or relative; or check your phone book for local agencies. The charity Counsel and Care produces a factsheet called Home Care Agencies: what to look for. You can contact it on 0845 300 7585. The Commission for Social Care Inspection (CSCI) produces an advice leaflet called Social care – choosing the right service for you. The leaflet is designed to help people choose the best care services for their personal needs and maintain their independence and quality of life. Tel: 0870 240 7535; web www.csci.org.uk Voluntary help Many voluntary organisations provide services such as visiting, meals on wheels, shopping, gardening and transport schemes. To get help from voluntary organisations contact them directly. However, some services will want you to be referred by social services. Some of the voluntary organisations that provide help at home are listed below. You will find their contact details in section 11. Your local library and phone book will also list voluntary groups in your area. * WRVS offers a range of services depending on your area, including home visits, help with shopping and other tasks, community transport, meals delivered to your home and social clubs. Call 0845 601 4670 to find out what’s available in your local area, or find out more about WRVS at www.wrvs.org.uk * Local Age Concerns offer a range of services that can include visiting, shopping, day centres and transport schemes. * Volunteer Centres can offer a range of services provided by volunteers such as visiting, shopping and gardening. * Crossroads schemes help carers by providing respite care attendants while they have a break. They may make a small charge for this service. Care standards All agencies that provide care at home should be registered with a care standards authority. This means that they have to abide by national minimum care standards. Care standards cover a range of issues from your rights to a written care plan and contract, to your rights to privacy and dignity. You can check if a care agency is registered by contacting the care standards authority for your country. See page xx for its details. You can also ask it about the care standards for your country; or your local library may have a copy. ----------------------------------------------------------------------- Section 2. Getting a care assessment To get help from social services or the NHS you will need to have an assessment of your needs. Usually all you have to do is contact your social services department, explain you need some help at home, and ask for a care assessment. You should not be charged for your assessment. The person who assesses you should look at the emotional and social side of your life as well as any physical difficulties you might have. They should take into account any health or housing needs you may have; and contact any other health and social care professionals who need to be involved in your assessment and care. You may need a specialist assessment for a particular need (such as adaptations to your home). Or you may need a more comprehensive assessment of the different sorts of help you need to stay in your home. This assessment might include several people such as a social worker, occupational therapist, nurse, and possibly even a housing officer if you have special housing needs. How long will I have to wait for an assessment? You may have to wait for a while to have an assessment, depending on how urgently your local council thinks you need help. For example, if you need a grab rail for your bathroom you may have to wait a few weeks. But if you need somebody to help you get out of bed in the mornings you should be assessed as a priority case. Unfortunately there isn’t a set time in which you can insist on having an assessment but if you feel that the waiting time is unreasonable you should put in a complaint. See page * for information on making a complaint. Will my carer be part of the assessment? If somebody cares for you, it can be very helpful for them to be involved in your assessment. Social services should not assume that your carer will automatically be able to continue to carry out caring duties. What they are able and willing to do must be considered when your needs are being assessed. Services, such as funding respite care, can be arranged to give your carer a break. As well as being involved in your assessment, your carer should ask to have a separate assessment of their needs (called a carer’s assessment – see page * for more information). How will the assessment be done? Somebody should visit you. The assessment should not be done over the phone or by letter. Your needs can’t be properly assessed in that way. If you don’t receive a visit you can put in a complaint that your needs have not been properly assessed. How can I prepare for the assessment? The assessment is about you and your needs. You should be involved and your wishes should be taken into account. So it is helpful if you can think about what you want to tell the person who is doing the assessment. * Some people find it helps to have a friend or relative to offer support during the assessment; they may remember things that you forget to mention. * Keep a diary for a week before you have the assessment, giving details of all the times that you need help. * Try to think about bad days as well as good. Although it is good to have a positive outlook you need to be realistic about what help you need, especially if some days are harder than others. * Don’t assume that the person doing the assessment knows what you need help with. This will probably be the first time they have met you and all they will know is what you tell them. Give them as much detail as you can, even if you think it’s not important. * You may find it useful to draw up a checklist of the activities you have difficulties with; and the services and equipment you feel might help you cope at home. * If you have difficulties communicating or if English is not your first language, social services should make special arrangements for you so that you can play a full part in your assessment. You should be given a written copy of your assessment. You may be asked to sign it; read it carefully before you sign or get somebody to read it to you. If there is anything you do not agree with or do not understand add a little note of your own or you can refuse to sign it. You should be given the name of the person who will be responsible for your care services. They are often called your care manager and should check regularly that your services are right for you and that your needs haven’t changed. You can request a re-assessment of your needs at any time if you feel that your package of care is no longer meeting your needs. ----------------------------------------------------------------------- Section 3. What help will I get? Once your needs have been assessed you should be given a care plan, explaining what services can be provided for you; and how they will be provided. If your local council assesses you as needing services there are several ways it can meet this need. It can: * provide its own services directly; * arrange for services to be provided by voluntary organisations and private agencies; or * offer you cash to arrange and manage your own care, known as Direct Payments (see section 4 for more information). Your care package could include services from a number of organisations. For example: * social services may provide grab rails for your bathroom; * WRVS might provide you with meals on wheels; * a private agency might come in and help you to get up in the mornings; and * you could have a place in a day centre run by a local voluntary group, such as Age Concern. But whoever provides your services, social services is still responsible for ensuring that they are right for you and that your needs are being met. If you have any problems with your services you should contact your care manager. If you need help outside of office hours, telephone the main social services number and a message will give you the number of a duty social worker. If you ever have a crisis and need help urgently you can always contact someone at social services. Will I get all the help I need? Unfortunately, because social services and the NHS have a limited amount of money to spend on services they will often ration the amount of help they will give. This can mean that you might not be offered all the services that you think you need. When it decides what services it will provide, the local council is allowed to set its own rules (often called eligibility criteria) about who it will give help to. It should be able to give you a copy of these criteria if you ask it. The local council may also try to limit the amount of help it will give you at home to no more than it would cost it to pay for a place in a care home. For example, if it would usually cost the local council £270 a week to pay for a place in a care home it may try to restrict the package of care in your home to £270 worth of services. However if there are special reasons why you need to stay at home it should take these into account. You may be able to challenge the decision legally if your council decides you should be in a care home and you’d prefer to stay at home. Contact your local Citizens Advice Bureau; web: www.citizensadvice.org.uk or Law Centre; web: www.lawcentres.org.uk for more advice. Look in your phone book or check on their websites for their contact details. If you feel that you have not been offered enough services to meet your needs, you can make a complaint. See section 10 for details. ----------------------------------------------------------------------- Section 4. Local council Direct Payments You might have the option to arrange your own care with cash provided by the local council, instead of receiving services. This system is called Direct Payments. Direct Payments allow you to decide who cares for you and how the money is spent. You can employ your own care workers; or if you prefer you can buy services from a voluntary or private agency. You may also be able to use Direct Payments to buy equipment or to pay for adaptations to your home. However, you usually can’t use Direct Payments to pay a spouse or close relative if they live with you, although there are exceptions to this rule. Many people may have a local Direct Payments support service. Direct Payments support services can help you get and look after your Direct Payments. It can give you advice about the scheme and how it works. This can help you decide if it’s suitable for you. A Direct Payments support worker will be able to help you with application forms and other paperwork and can help you find a worker or choose an agency. Many Direct Payments support services hold regular meetings for users where you would be able to meet other people who use Direct Payments in your area and discuss anything which concerns you. Your care manager should be able to give you details of your local Direct Payments support service if you decide this is right for you. You cannot use Direct Payments to buy services from your local council unless you live in Scotland. It may be possible to have a combination of Direct Payments and services provided by social services. For example, your local council may provide grab rails for your bathroom; but you choose to use Direct Payments to employ a carer to help you get up in the mornings. If you employ your own carer, you will need to deal with tax and national insurance for them. You will also need to make sure that you are insured in case your carer has an accident whilst caring for you. You should be able to get support from your local council to help you arrange and manage your own care. A relative or friend may also be able to help. There are agencies which can help you find a suitable carer to employ. Your local disability organisation or Direct Payments support service will be able to help you find an agency in your area. Many of these agencies will deal with tax and national insurance contributions for your carer on your behalf. You should contact your local disability organisation or Direct Payments support service for advice. Your local council or the National Centre for Independent Living (NCIL) will be able to give you its phone number. You can also visit its website at www.ncil.org.uk Who can get Direct Payments? The rules about who can get Direct Payments are different in each country. But all local councils now have a duty to offer the option of Direct Payments to: * disabled people; and * an older person who has been assessed as needing community care services. They also have to offer Direct Payments to carers (except in Scotland where this duty extends only to carers of disabled children). Your local council will have to be satisfied that you are capable of handling Direct Payments alone or with assistance. It will expect you to provide detailed accounts of how you are spending the money. To find out more about what is involved with Direct Payments and employing your own carer talk to the person doing your care assessment or see our information sheet no. 13, Care at Home. The Department of Health publishes a free booklet called A guide to receiving direct payments from your local council: A route to independent living. Call the order line on 0300 123 1002. The National Centre for Independent Living (NCIL) publishes a book called Everything You Need to Know About Getting and Using Direct Payments. See section 11 for its contact details and to find out the cost of the book. Remember, you don’t have to take a Direct Payment just because your local council offers it to you. If you prefer you can have your care arranged for you by your local council. ----------------------------------------------------------------------- Section 5. Coming out of hospital If you are well enough to leave hospital but still need some help to manage at home you should have an assessment arranged for you. This should be done before you are discharged from hospital. You should only return home once you are happy that you will be able to cope. See our information sheet no. 22, Coming Out of Hospital, which gives you advice on the rights that you have when being discharged from hospital. ----------------------------------------------------------------------- Section 6. Help for carers If you are a carer you can ask to have an assessment of your needs. You are entitled to your own carer’s assessment regardless of whether the person you care for is having their needs assessed. The kind of help and support you can get as a carer includes: respite care to give you a break; emotional support from other carers; help with caring; and help with household tasks and activities for the person you care for. Before you have an assessment you might want to think about the following: * Are you getting enough sleep? * Are you able to get out and do things by yourself? * Do you feel that your health is being affected by caring? * Are you able to cope with other family commitments? * Do you find juggling work and caring difficult? Talk to the person doing your assessment about these and any other issues that you think may affect your ability to continue caring. If you live in England, Wales or Northern Ireland you can have services provided directly to you. This means that you can be charged for them (see section 3 for more information). You might be able to get Direct Payments if you wish to buy your own services instead of having them arranged for you (see section 4). If you live in Scotland, you can’t receive services in your own right. But the social work department should use your carer’s assessment, taking into account your needs, in deciding what services to provide to the person you care for. An organisation called Carers UK can give you further support and advice. Call its CarersLine on 0808 808 7777. ----------------------------------------------------------------------- Section 7. Who pays for care at home? Each local council has its own charging policy for care at home. But there are some general rules that local councils should follow. These depend on which country you live in and are outlined on pages * and *. However, no local council should charge for healthcare services provided by the NHS. The council can only take your own money into account when assessing charges and not the income or savings of your partner, other family members or your carer. If you have joint income, savings or other assets with your partner or another person, the council may need details to work out how much belongs to you. If somebody is acting on your behalf and dealing with your finances because you are unable to manage them yourself, they will have to pay your charges for you, out of your money. If you choose to arrange your own care privately you will have to pay the full cost of your services. England and Wales If you live in England or Wales you will probably have to pay something towards your services. You should be able to get a leaflet from social services which gives details of your local council’s charging policy; or ask the person assessing you for details. Although each local council sets its own charging policy, there are national guidelines that it should follow when it is working out how much you should pay. For example: * Whatever charges you pay should not bring your income below a certain amount (the basic level of Pension Credit guarantee credit plus 25 per cent in England, or 35 per cent in Wales). * If you live in England, you shouldn’t be charged for any community care equipment, or for adaptations which cost less than £1,000. Any charge must be ‘reasonable’. If you feel it is not reasonable and is causing you hardship you can complain to the local council. See page * for details of the complaints system. If you feel unable to pay the charges, your services should not be withdrawn. But the local council could take action against you for an unpaid debt. The rules are too complex to go into in any detail here, but we do give more information in our information sheet no. 13, Care at Home. Or call SeniorLine on 0808 800 6565. Northern Ireland – home help If you live in Northern Ireland and are aged 75 or over, you should not be charged for ‘home help’ services. The home help service includes: * basic household tasks: for example, preparing and cooking food and shopping; and * some personal and social care duties: for example, help with washing, dressing and going to the toilet. If you are under 75 years old, your finances will be assessed by your local council to see how much you should contribute. No one should be charged for community care equipment, but you may be asked to contribute to the cost of adaptations, depending on your financial situation. Scotland – free personal care If you are 65 or over and live in Scotland, you will not have to pay for personal care services provided by your local council. However, you may have to pay for services such as cleaning and general home help; this will be determined by an assessment carried out by your local council. Your local council should provide you with information on its charging policy. Personal care includes: * help with washing, bathing and dressing; * help with managing continence, including using continence equipment such as catheters and stomas; * assistance with eating, managing special diets and preparing specialist meals such as pureed food; * help with mobility problems; * help with simple treatments such as applying creams, lotions and dressings; and * provision of counselling and psychological support. ----------------------------------------------------------------------- Section 8. What grants or benefits can I get? The Independent Living Fund The Independent Living Fund helps severely disabled people pay for care services in their own home. To qualify, you must be aged from 16 to 65; and be receiving or about to receive care services from your local council to the value of at least £320 per week (or £200 per week in Northern Ireland). However, your care package must also cost less than £785 per week (once your own income has been taken into account). You must also receive the highest rate of Disability Living Allowance care component, be living alone or with people who are unable to fully meet your care needs, and have less than £22,250 savings. Priority is given to people already receiving payments from the fund. New applications are prioritised by applicants on the lowest incomes and those who are in work. Contact your local social services department to see if you qualify. Benefits The main disability benefits are: * Disability Living Allowance if you are under 65; and * Attendance Allowance if you are 65 or over. Our free advice leaflet, Claiming Disability Benefits, explains how you qualify for these benefits and what to do about claiming. You should also make sure that you are getting all the means-tested help that you are entitled to such as Pension Credit, Housing Benefit and Council Tax Benefit. If you are receiving Pension Credit you may be able to claim a Social Fund Community Care Grant. The grant can pay for items that you need because of your disability. But you cannot claim for an item that your local council or the NHS should provide for you. These benefits are covered in our free advice leaflet, Can You Claim It?, or you can get confidential advice from SeniorLine on 0808 800 6565 (0808 808 7575 in Northern Ireland). Housing grants You may be able to get a grant or loan from your local council to help with the cost of home repairs. If you are disabled you can also apply for a grant to adapt your home to make it more suitable. The help you can get varies depending on your finances, where you live, and whether you are a homeowner or a tenant. See our information sheet no. 4, Home Repairs and Improvements, for more information on the different grants available. SeniorLine can also advise you. ----------------------------------------------------------------------- Section 9. How do I get equipment? There are many different aids and adaptations that can help you to continue living in your own home. For example, if you find it difficult to get in and out of the bath, a grab rail or a special bath seat might help. Adaptations to doorways in your house can allow you to use a wheelchair to get around. There are also hundreds of simple gadgets which can help you with daily tasks such as cooking, washing, dressing, using the toilet and bathing. Your local council or the NHS may provide some equipment and adaptations. Your local council can provide things such as: * grab rails * stair lifts * blocks to make chairs and beds higher * raised toilet seats and bath seats. You will need to have an assessment of your needs (see section 2). An occupational therapist may visit you to give you expert advice on what equipment will suit your needs. However, your local council will have set rules about who it will provide equipment to, often referred to as eligibility criteria. If you are at risk because you do not have the equipment provided you will have a greater chance of qualifying for help. Some equipment, such as continence equipment and commodes, can be provided through the NHS. You should contact your doctor’s surgery to find out how you can get this help. If you have had an assessment from your local council it should help you to get the health equipment that you need. See our free advice leaflet, Bladder and Bowel Weakness, for advice on treating and managing incontinence. Your local British Red Cross may loan out disability equipment such as wheelchairs and commodes. But you will probably find that it needs you to be referred by a social worker or a health professional. If you are not eligible to get equipment from your local council or the NHS, you might want to consider buying your own. There are lots of companies that sell disability aids. However, it’s often a good idea to get some advice before you go ahead and buy something. Equipment can be expensive and it is important to get something suitable for your needs. A charity called the Disabled Living Foundation can give impartial advice and information on different aids and equipment. It can also give you lists of suppliers. Call its helpline on 0845 130 9177 (textphone: 020 7432 8009). Some companies will sell disability equipment to you in your own home. This can be very convenient. However, there have been reports of people receiving an unsatisfactory service. Be aware that some companies sell very over-priced equipment to older people which they do not really need. Some doorstep sellers put people under a lot of pressure to buy their products without giving them a chance to try out the equipment. For example, people have been sold electric scooters that will not fit through their front door. See our information sheets no. 15, Equipment for Daily Living, which gives you helpful tips on what to think about when buying equipment and no. 19, Buying Goods and Services at Home and on the Internet, which explains your rights when shopping from home and how to avoid falling victim to scams. ----------------------------------------------------------------------- Section 10. What if I have a complaint? Local council You can use the complaints procedure of your local council if you: * have been refused an assessment or re-assessment of your needs; * feel that you are being asked to wait an unreasonable length of time to have your needs assessed; * don’t feel the assessment took into account all your needs; * feel that the services you are receiving are not meeting your needs; * have a problem with the way your services are being provided; * are being asked to wait a long time for equipment or adaptations; or * feel that you are being charged an unreasonable amount for your care * are having problems getting local council funding for a care home place. Your local council should provide you with a leaflet about its complaints procedure and have a complaints officer who can advise you. There are usually three stages to the complaints procedure: * stage one – involves writing to the complaints manager at your local council * stage two – heard by an adjudicating officer * review stage – an independent review of the complaint. If you are not satisfied with the result from this you can complain to your local council ombudsman. You can also contact your local councillor or MP. If it is an issue which is affecting many people in the area the local press may be interested. An alternative to the complaints procedure is to contact the Monitoring Officer at your council. They are responsible for making sure that the council is carrying out all its legal obligations. NHS You can use the NHS complaints procedure if: * you have a complaint about the treatment you receive from the NHS; or * if the NHS is not providing services or equipment to meet your needs. You usually have to make a complaint within six months of becoming aware that there is a problem. Each NHS service should have a complaints procedure – ask for a copy. It should also have a member of staff who is responsible for complaints and can explain how the system works. There are usually two stages to the NHS complaints procedure: * local resolution – this involves putting in a complaint to the individual NHS service that you are unhappy with (for example, your doctor’s surgery, district nurse service, chiropody service, hospital or any other NHS service provider) * independent review – if you are not happy with the outcome of your complaint, you can ask for an independent review. You should be told how to ask for an independent review when you receive the letter telling you the outcome of your complaint. The complaints procedures will change in March 2009. There will be one way to complain about both council and NHS services. This should make it easier to complain about any problems with the care you receive. If you have gone through the NHS complaints procedure but are not satisfied with the way your complaint has been handled, you can complain to your health service ombudsman. If you would like further advice on how to make a complaint about your local council or the NHS: * call SeniorLine on 0808 800 6565 (or 0808 808 7575 in Northern Ireland); or * contact your local Citizens Advice Bureau or Age Concern – they may be able to help you to make a complaint. Our free information sheet no. 27, How to Make a Complaint, also gives advice on complaining about your local council or the NHS. ----------------------------------------------------------------------- Section 11. Useful contacts Voluntary organisations Age Concern Age Concern offers a range of services that can include visiting, shopping, day centres and transport schemes. Check your phone book for details of your local group. British Red Cross Red Cross branches provide services that may include transport, home care and medical equipment loans (for example, wheelchairs). Check your phone book for details of your local group or visit www.redcross.org.uk Crossroads Caring for Carers Crossroads schemes help carers by providing respite care attendants while they have a break. They may make a small charge for this service. Contact your national office to find out about schemes in your area. Crossroads Caring for Carers England and Wales 10 Regent Place Rugby CV21 2PN Tel: 0845 450 0350 Web: www.crossroads.org.uk Crossroads Caring for Carers Northern Ireland 7 Regent Street, Newtownards County Down BT23 4AB Tel: 028 9181 4455 Web: www.crossroadscare.co.uk Crossroads Caring for Carers Scotland 24 George Square Glasgow G2 1EG Tel: 0141 226 3793 Web: www.crossroads-scotland.co.uk National Centre for Independent Living (NCIL) NCIL provides information and training on all aspects of direct payments and independent living. National Centre for Independent Living 4th Floor, Hampton House 20 Albert Embankment London SE1 7TJ Tel: 020 7587 1663 Textphone: 020 7587 1177 Web: www.ncil.org.uk Volunteer Centres Local volunteer centres can offer a range of services provided by volunteers such as visiting, shopping and gardening. Contact the relevant volunteer organisation to find out about volunteer schemes in your area. Volunteer Development Scotland Stirling Enterprise Park Stirling FK7 7RP Tel: 01786 479593 Web: www.vds.org.uk Volunteering England Regents Wharf, 8 All Saints Street London N1 9RL Tel: 0845 305 6979 Web: www.volunteering.org.uk Northern Ireland Council for Voluntary Action 61 Duncairn Gardens Belfast BT15 2GB Tel: 028 9087 7777 Web: www.nicva.org Wales Council for Voluntary Action Baltic House, Mount Stuart Square Cardiff CF10 5FH Tel: 0870 607 1666 Web: www.wcva.org.uk WRVS WRVS offers a range of services depending on your area, including home visits, help with shopping and other tasks, community transport, meals delivered to your home and social clubs. Call 0845 601 4670 to find out what’s available in your local area, or find out more about WRVS at www.wrvs.org.uk Care standards authorities For details of registered care agencies and care standards. Commission for Social Care Inspection (England) 33 Greycoat Street London SW1P 2QF Tel: 0845 015 0120 Web: www.csci.org.uk Care and Social Services Inspectorate Wales 4–5 Charnwood Court Heol Billingsley Nantgarw CF15 7QZ Tel: 01443 848450 Web: www.cssiw.org.uk Northern Ireland Regulation and Quality Improvement Authority 9th Floor, Riverside Tower 5 Lanyon Place Belfast BT1 3BT Tel: 028 9051 7500 Web: www.rqia.org.uk Scottish Commission for the Regulation of Care Compass House, 11 Riverside Drive Dundee DD1 4NY Tel: 0845 603 0890 Web: www.carecommission.com Standard back page Date: November 2008