Tendring Community Assets Full Final Report

37 • Reducing isolation and loneliness • Supporting independent living • Mobility and home adaptations • Help with looking after someone/carers • Getting out and about / joining community activities • Increasing levels of physical activity • Increased financial capability (access to benefits) 10 ACCESSIBILITY 10.1 Getting people involved 10.1.1 Access to services goes well beyond physical access. Quality of information, communication, welcome, time to get there, waiting lists, having to make phone contact, lack of access to the internet and knowing what to expect can all either help or act as barriers to participation. So, even in areas where there are abundant services, for many people, actually getting there and through the door is a major challenge. 10.1.2 Access can also be hindered for older people for other reasons, such as lack of confidence or information as to what is available. Even where people live close to services and might be within easy walking distance, access for older people can be made more difficult by other issues such as a lack of footpaths for either walking or using a mobility device, busy roads with no crossings or poor lighting. Even where facilities are good, a lack of confidence on slippery paths or on darker days might also prevent someone from wishing to leave home during winter months. A possible solution might be a buddy system, whereby other club members could escort people to and from activities. 10.1.3 The Community Agents role could be further developed. In stakeholder focus groups there was a lot of discussion about the potential value that could be added by providing a ‘buddy’ service. This would comprise well-trained volunteers who would get to know people in their own homes, or at a mutually agreed place, and explain what services are available and accompany people to them and help them settle in. The buddy would move away once confidence is built and the person is engaged with what (s)he wants to do. 10.1.4 A welcome is so important for new participants in any community activity. An example was given of a bereaved woman who decided to go to a yoga class to get out of the house, meet new people and relax. On arrival, she was ‘told off’ as she did not have a mat and then, when she found herself a space to do yoga in, was told that she was in someone (a regular attendee) else’s place. She did not return. 10.1.5 NICE Clinical guidance 136 looks at improving the experience of care for people using NHS Mental health services. Part of these guidelines covers access to services and states that “in some services poor communication skills, information provision and staff attitudes can have a negative influence on the experience at first point of contact and impair the extent and degree of engagement with services and treatment.” This is equally true for those using community and voluntary services. 35 10.1.6 Service providers report that encouraging new members and volunteers can sometimes be the greater challenge, but this varies from service to service - some report a 35 Service User Experience in Adult Mental Health: Improving the Experience of Care for People Using Adult NHS Mental Health Services, NICE Clinical Guidelines, No. 136, National Collaborating Centre for Mental Health (UK), Leicester (UK): British Psychological Society ; 2012.