Gateway to Care

Introduction

Elderly lady and carer

Gateway to Care is your first point of contact for adult social care. We are here to offer you practical information and advice which will help you to continue to live independently at home. This may include, for example, help with mobility and confidence after an accident, illness, injury or deterioration in a condition.

The Gateway to Care team includes friendly, experienced social care advisors, clinical advisors and social workers who bring their expertise together to make sure you receive coordinated care, support and advice.

The service was set up after the Council and NHS Calderdale asked patients, the public and staff about the kind of services they would like.

People said that they wanted a way to get help and advice quickly and easily, with one assessment. People also said they wanted to avoid being admitted to hospital and wanted services to work together to care for them safely at home instead.

If you already use services provided by Calderdale's social care teams you can contact Gateway to Care to provide them with information (such as your holiday dates) or to ask them to contact you. Gateway to Care number makes it easy for you to contact us so that we can improve services to you.


Your queries

Do I need to contact Gateway to Care if I want to speak with my named social worker?

If a social work professional has been assigned to you, you may have been given their direct number in which case you do not need to contact Gateway to Care if you wish to speak to them. If you have not been given their direct number, or there has been no answer to their line and you need to speak to someone, you can ring Gateway to Care.

If I contact Gateway to Care will I have to give you my details?

The simple answer is no, although this depends upon the type of service you require. If you require a visit from a social work professional, or would like us to install some equipment for you, we will need to take your details. Our Advisors will also ask you for permission to go through the contact questions which will help them to identify any other areas that you might need some help with. If you simply want to get some information from us, you will not be required to provide us with your details though we may ask for some basic information to help us monitor the services that we are providing.

How will Gateway to Care use my details if I give them to you?

If you require a service, we will open a computerised file with some information about your call. This file will hold details of your contact questions and the services that you are receiving from us. If you have a named social worker, these details will help our Advisors to know who is involved in your case.

If you ring for information, you do not have to provide us with your details. If you do provide us with your details, we will record them on our systems along with a note of your query so that we can see the type of calls that we are dealing with and the areas from which calls are received. If you call us again, the record of previous conversations will help us to provide you with the highest level of service.

I don't want to speak to a different person every time I call Gateway to Care. How will I make sure I speak to the person that knows about my case?

If you would like to speak to a particular Advisor, just telephone Gateway to Care and ask to be transferred to that person. If he or she is unavailable, you can ask for them to call you back.

What are the opening hours for Gateway to Care and who do I contact outside these hours?

Gateway to Care is open 8.45am to 5.30pm Monday - Thursday and 8.45am to 5.00pm Fridays (closed on public holidays). If you have social care needs causing risk or concern at times when the offices are closed, please contact the Emergency Duty Team on 01422 288000.

Who will I contact if I have a complaint or a compliment about the Gateway to Care service?

At first, you may wish to speak to the senior advisor or team manager with any compliment or complaint you have about our service. This will enable your comments to be passed to the team or investigated further.

If you wish to take your compliment or complaint further, you should contact the Council's Compliments and Complaints Team.

Equal opportunities

We recognise the diverse needs of our residents and local communities and aim to ensure that our services are accessible to all and delivered in a way that is appropriate, fair and sensitive.

Last Updated: 11/08/2016