age concernKingston upon Thames

IMPACT RePoRT 2012

Delivering care and support now and for the future

Delivering care and support now and for the futureWelcome to our Impact Report 2012, which captures what we said we would do, what we did over the last year and outlines what we aim to achieve in the year ahead.

Our theme, ‘Delivering care and support: now and for the future’, highlights the role we have played over the last 12 months in providing high quality services now, whilst also planning and investing to deliver services that are fit for purpose for the years ahead.

In 2012 we have worked with, and supported, more people than ever before. This is not only a reflection of an ageing society but a sign that we are delivering popular, quality, services that offer value for money. Increasing demand brings its own challenges and in response we will continue to develop the kinds of services that people tell us they want and need. Over the coming year we will directly invest in our services and buildings, ensuring our capacity to respond to these challenges.

We will do this by working in partnership. For example, Kingston at Home is a major programme of work in which we aim to play a key role, helping to shape the way health and social care is provided in the future; this is a joint initiative with Your Healthcare and the Council.

The Government now recognises that all too often health and social care systems are reactive, responding to crises, rather than proactively seeking to prevent them – and this has to change. Help and support systems should be built around people, promoting independence and well-being.

The services developed and delivered by Age Concern Kingston are exactly the kind of services that can help prevent, postpone and minimise people’s need for higher levels of care and support. We also aspire to help people contribute and participate more, to be fulfilled and live greater lives. Read our report and judge our impact for yourself.

ö 2,130 successful outcomes for users of Information, Advice and Advocacy service

ö Increased our users’ income by £387,554

ö More people with dementia and their families accessed the Saturday Club

ö Stay Well at Home service dealt with 362 cases

ö Increased attendance at popular centres, Raleigh and Bradbury

ö Fit as a Fiddle participation up by 28%

ö 12,000 copies of popular newspaper agenda news published and distributed

ö Fit as a Fiddle generates a Social Return on Investment of £3.50 for every £1 invested

ö Shortlisted for 2011 Charity Times Awards

ö Time donated by volunteers worth £237,236

ö Won the Guardian Public Services Award for Care of Older People

Impact report 2012 highlights...

ö continue to champion quality information and advice and its crucial importance for older people

ö renew our Community Legal Services quality mark

ö enhance support for carers of those near the end of life through our new Horizons project

ö continue to provide high-quality, sustainable and popular day services which meet the changing needs and choices of older people into the future

ö work with our local authority partners to ensure that any changes to services arising from the need to cut spending does not negatively impact our users

ö demonstrate the quality and value of the day services we provide

ö seek funding to sustain and develop our popular Saturday Club for people living with dementia

ö increase joint working with partners to ensure our active living work can be sustained and developed to benefit more people in the future

ö explore further ways to provide opportunities for intergenerational working through our project A Significant Other

ö support greater numbers of people to remain living independently in their own homes through integrated and enhanced delivery of our StayWell and Home Response programmes

ö increase the level of activity of our Handyperson service through marketing it more widely and establish its viability beyond its initial funding

ö explore opportunities for continuing to deliver advice on housing issues, building on the success of our Housing Choices project

ö focus on developing our Help@Home service, to meet the demand from older people for practical support in the home

ö seek funding to support and expand our In Touch telephone befriending scheme

ö increase the print run of our agenda newspaper in order to widen its distribution and seek further funding to sustain it

ö maintain our commitment to providing quality services that help make later life a greater life

What we said we would do

I know when I need it help is only a phone

call away.

What we did

ö achieved 2,130 successful outcomes on behalf of clients of our Information, Advice and Advocacy service – an increase of 15% on the previous year

ö helped clients maximise their incomes to the value of £387,554

ö successfully achieved the Advice Quality Standard after an external audit

ö increased average daily attendance at Raleigh House to 44

ö increased average daily attendance at The Bradbury to 37, with 205 members

ö developed our Saturday Club for people living with dementia, their families and carers, increasing membership to 40 and average attendance to 30

ö worked with our local authority and health partners on the Kingston at Home project

ö maintained our Service Level Agreement with Kingston Council, which supports our preventative day care and advice services

ö won another year’s funding for our Fit as a Fiddle programme, and increased the number of participants by 28%, delivering 15 courses to 232 older people with mental health needs

ö generated a Social Return on Investment of £3.50 for every £1 invested in our Fit as a Fiddle project, winning the Guardian Public Services Award for Care of Older People 2011

ö launched a new Stay Well at Home service, building on our earlier successful StayWell and Home Response pilot projects, dealing with 362 cases from September 2011 to March 2012

ö exceeded all the outcomes targets set by our local authority for our Handyperson service, achieving 100% satisfaction ratings from customers

ö developed our expertise to offer specialist advice on housing issues through our continuing partnership with FirstStop

ö expanded our Help at Home service, with 84% of service users who participated in a survey agreeing that the service had helped them maintain their health

ö kept in regular contact with 55 isolated people through our In Touch telephone befriending scheme

ö published and distributed 12,000 copies of agenda news

ö delivered healthy cooking skills via our Cook & Eat workshops

ö were shortlisted for the 2011 Charity Times Awards, which recognise dedication, professionalism, integrity and impact in the charity sector

ö added capacity to our activities to the value of £237,236 through the time donated by our 100+ volunteers

ö completed our intergenerational project, A Significant Other

ö commenced work on our Lend a Hand project working with carers of people nearing the end of their lives

ö successfully renewed our ISO9001: 2008 quality standard after an external audit

Volunteering for me has only been a good experience. It has given me back my self-esteem

and confidence.

Next year we will

ö work with our partners in Health and the local authority on the development of an outcomes-focused, borough-wide day service, which will support people in staying safe, well and independent in their own homes and communities

ö continue to champion quality information and advice as crucial for older people’s independence, working with our local authority to ensure this valued service continues to be supported

ö enhance facilities at our Raleigh House day centre to meet the needs of frailer people

ö develop our services for people living with dementia, their families and carers, building on our successful Saturday Club model

ö achieve all the targets of our new Fit as a Fiddle programme funded by NHS Kingston and ensure this evidence-based work will continue beyond 2013

ö achieve all the targets of our Stay Well at Home service, demonstrating its effectiveness and value in supporting older people’s independence and well-being

ö explore options for the development of our In Touch telephone befriending scheme

ö increase the capacity of our Help@Home service, to meet the demand for high quality practical help and support in the home

ö review the options to sustain our Handyperson service, working with our local authority partners

ö explore opportunities to enhance our housing-related services

ö meet the targets of our Lend a Hand project, working with carers of people nearing the end of their lives

ö invest in our IT infrastructure to support our organisational development for the next five years

ö launch a new website, with improved accessibility standards

ö maintain our commitment to providing quality services that help make later life a greater life

Without Age Concern … I would not have been able to cope with the problems we had over the past year. I shall never be

able to thank you enough.IAA user

Contact us:Telephone: 020 8942 8256Web: ageconcernkingston.org

Raleigh House, 14 Nelson RoadNew Malden, KT3 5eA

I know I have only to turn to the Raleigh day centre and the staff

and I feel so confident and supported by them, you have no idea all the things the team do.

Carer

making later life a greater life...

Reg. Charity No. 299988 Company No. 2272550