1.3 Provision of Information and Advice

CQC Quality Statements

Theme 1 – Working with People: Supporting people to live healthier lives

We Statement

We support people to manage their health and wellbeing so they can maximise their independence, choice and control. We support them to live healthier lives and where possible, reduce future needs for care and support.

What people expect

I can get information and advice about my health, care and support and how I can be as well as possible – physically, mentally and emotionally. I am supported to plan ahead for important changes in my life that I can anticipate.

CONTENTS

1. Introduction

Trafford Council aims to provide high-quality, accessible, and tailored information and advice to support individuals in making informed choices about their care and support needs. The policy aligns with the Care Act 2014, which emphasises the importance of providing clear, accurate, and accessible information to individuals to enable them to make decisions that best suit their needs and preferences. Trafford’s policy ensures that people can access information at the right time and in a way that is understandable to them.

2. Available Information and Advice

The first key aspect of Trafford’s policy is ensuring that information and advice are widely available to all residents who may need access to care and support services. Trafford works to provide a broad range of information across various channels so that it is easy for individuals to find the help they need.

2.1 How information is made available

Online Portal: Trafford provides an online information hub (website), which includes a comprehensive list of services, care options, and support available locally. The website is regularly updated with the latest information regarding local care services, eligibility criteria, and practical advice on accessing support: Portal Home (opens in Trafford Council website).
Printed Resources: For individuals who do not have access to the internet, Trafford provides printed brochures, leaflets, and guides that are available at various locations, such as libraries, GP surgeries, community centres, and council offices.
Helplines and Direct Support: Trafford offers phone and email helplines where people can get immediate, direct advice. Social workers and trained advisors are available to answer questions and provide advice on a wide range of care-related matters. Contact us (opens in Trafford Council website).
Community Outreach: Information sessions and workshops are held in local community venues, providing face-to-face advice to people. These include outreach events targeted at specific groups such as older adults, people with disabilities, or carers.

3. Accessible Information and Advice

In addition to ensuring that information is available, Trafford’s policy focuses on making this information accessible to all individuals, regardless of their circumstances, language, or ability.

How information is made accessible:

Clear and Simple Language: All materials, whether online or printed, are written in clear and easy-to-understand language, avoiding jargon or overly complex terms. The information is designed to be easily understood by people of all literacy levels.
Translation and Interpretation Services: Trafford ensures that information is available in a variety of languages, especially for non-English-speaking residents. The council provides access to interpreters and translation services when needed.
Accessible Formats: Information can be provided in a range of formats to meet the needs of individuals with disabilities. This includes:
- Large print materials for people with visual impairments.
- Audio formats for people with sight impairments.
- British Sign Language (BSL) interpreters, where necessary.
- Easy Read formats for individuals with learning disabilities.
Assistive Technology: For people with sensory impairments, Trafford works with services that provide assistive technology, ensuring access to information through technologies like screen readers, braille, or hearing aids.

4. Tailored Information and Advice

Trafford Council understands that everyone’s needs are unique, and therefore, it focuses on providing tailored advice and information that takes into account the individual circumstances and preferences of each person.

How information is tailored:

Personalised Advice: Advisors, social workers, and information officers assess individual needs and provide tailored, one-on-one advice. For instance, an older person with mobility issues may need specific advice on home adaptations or local transport services, whereas someone with a disability may require information on accessing specific disability support.
Carer-Specific Information: Information and advice are also tailored for carers. Trafford provides tailored resources for parent carers, young carers, and adult carers, acknowledging their unique needs and challenges. These may include information on respite services, financial support for carers, and emotional support networks. See Supporting Unpaid Carers in the Trafford Area (opens in Trafford Carers Centre website).
Specialist Advice for Specific Groups: Trafford offers specific advice to a variety groups, such as people with mental health associated needs, people with dementia, or individuals with learning disabilities. Specialist services and advisors are available to guide people through the complexities of accessing care that meets their needs.
Personal Budgeting and Financial Advice: People who are eligible for social care services receive advice tailored to their financial situation, explaining their financial assessment, any contributions they may need to make, and the available funding options. This ensures that they can make informed decisions about their care and support choices. Trafford Welfare Rights team also provide support through offering advice and information for personal budgeting, benefits, and support in representing Trafford residents at benefit related tribunals.
Local Information Networks: Trafford works with local organisations, charities, and support groups to provide more personalised, community-specific advice. By working in partnership with local agencies and communities, the council ensures that individuals are directed to relevant local support closer to home.

Examples of tailored information in practice:

Dementia Care: For individuals diagnosed with dementia or their families, Trafford offers a range of information specific to dementia care, including local support groups, community resources, and advice on managing daily living with dementia. The advice is provided with sensitivity to the emotional and psychological impact of the condition.
Support for People with Disabilities: The council offers information tailored to people with physical or learning disabilities, providing details on employment support, local disability services, housing options, and independent living aids.
Support for Older Adults: For older adults, Trafford provides information on maintaining independence, assistance with mobility aids, help with daily tasks, and accessing social groups to combat isolation.

5. Conclusion

Trafford’s approach for the provision of information and advice ensures that all residents have access to the guidance they need to make informed choices about their care and support. The provision is structured around being available, accessible, and tailored to meet the diverse needs of the local population. This approach enables individuals to navigate the complexities of care and support options with confidence, ensuring that everyone, regardless of background or ability, can make decisions that enhance their wellbeing and quality of life.

6. Further Information

The Trafford Directory is the source of comprehensive information on services and support across Trafford. It provides information about support from people of all ages, including welfare benefits advice and community health services. The Directory also includes a link to the latest CQC rating and inspection report for all care and nursing homes across Trafford.

Other sources of information and advice include:

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