Mrs H was obviously distressed and confused. Following speaking to the lady for some time, helpdesk staff at the Care Network Hub established that someone had been supporting her with a benefit change.

Due to Mrs H’s age, helpdesk staff contacted Age UK who confirmed that it was them who were in the process of supporting her with notifying the DWP of a change in circumstance. During the call with the Care Network Hub she was obviously quite distressed and helpdesk staff explored what else was troubling her, to see if any further support could be offered by any other services.

Mrs H said that she was frightened, she said she ‘had never been right after she lost her husband’ and her health wasn’t good as she was ‘in remission from cancer’. Her neighbour who she used to do a weekly shop to Aldi with was moving away. Her only remaining relative is her son who she has a bad relationship with. She said that she felt as though ‘no one cares’, she said that work on her house and garden needed doing and she didn’t know where to start. She said that she had been falling and her hip and feet were causing her pain.

In response to this the Care Network Hub provided the following information, signposts and aided access to;

  • Age UK Blackburn with Darwen; Mrs H was on the lowest rate DLA, her circumstances and needs had changed and she was making a new application for PIP. We asked Age UK to call her to provide clarification over what had been discussed and provide an update. We gave her information about the foot care service.
  • Blackburn Library, Home Library Service: She has difficulty leaving the house, and so was referred to the home library service and told about Books on Prescription, specifically the stress and anxiety titles.
  • BwDBC Adult Social Services: Mrs H had been falling and was having difficulty having a bath. She already had a pendant alarm, we suggested that she contacts again for a Care and Occupational Therapy (OT) assessment. She also needed her walking stick fixing.
  • Care Network: Mrs H is now registered with the safe trader scheme and has used the gardening service. She was also given information on the home podiatry service.
  • Choice Mobility: She is struggling to walk due to bunions, we contacted Choice Mobility to ask them to send out a brochure for their specialist foot wear provider.
  • GP: We suggested she speaks to her GP about the pain in her hip and feet.
  • Lancashire Women’s Centre: Helpdesk staff informed her that free talking therapies are available, should she be interested.
  • Silverline: Mrs H was provided with the number for Silverline for someone she could call and speak to in confidence any time of the day or night.

Health and Wellbeing

This lady has benefited from both the referrals, information and support provided by the Care Network Hub service. On a recent follow up call Mrs H sounded so much calmer. The patience shown to establish what was happening on the initial call helped her to open up about other problems. She has now got a carer who helps her have a bath twice a week, something she has arranged privately following the increase in her benefits. She is having a further OT assessment at the end of the month.

I feel happier, relieved that people are helping. Since speaking to you things have fallen into place. I’m better off financially. I’ve had an OT assessment and they’re coming out to see me again at the end of the month. There’s still a lot to do and some things I’m still working on but I am so grateful for the help that you gave me.