Gateway to Care

Introduction

Menu: Introduction | Contact Gateway to Care - Adult Social Care in Calderdale

Gateway to Care is your first point of contact for adult social care and for advice and help to get back your independence, mobility and confidence after an accident, illness, injury or deterioration in a condition.

The Gateway to Care team now includes dedicated nurses, social workers and trained advisors who are working together to make sure people receive coordinated care, help and advice.

The improved 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. We hope that the Gateway to Care number will make it easy for you to contact us so that we can improve our provision of services.

Contact:
Gateway to Care
Telephone:
0845 111 1103.

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 file for you on our computer system. 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, their details will also be held on our computer system so that our Advisors know who is involved in your case.

If you ring for information, you will not be obliged to provide us with your details. If you do decide to provide us with your details, we will record it on our computer 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. This will help us to identify areas that require more services or where our information needs to be improved.

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?

Our Advisors will not have direct telephone numbers for you to call them on. If you would like to speak to a particular Advisor, just telephone Gateway to Care and ask for them. If they are free, the call can be transferred straight to them and if they are unavailable, you can ask for them to call you back.

How is the Gateway to Care number different to 0845 245 6000?

This number is the general enquiry line for Calderdale Council and the number to call if you have a general query about a council service. There is also a Streetcare helpline number, 0845 245 7000, that you need to call for problems with road defects, refuse collections, pest control etc.

Gateway to Care is staffed by dedicated nurses, social workers and and advisors who are trained to give people help and advice with social care and some health services.
It doesn't matter if you ring 0845 245 6000 by accident though. The advisors there will be able to transfer your call to Gateway to Care.

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

Gateway to Care will be open between 8.45am to 5.30pm Monday - Thursday and 8.45am to 5.00pm Fridays. Outside these times, we will not be able to answer your calls. If there is an emergency, you need to call the Emergency Duty Team on 0845 1111 137.

Who will I contact if I have a complaint or a compliment about the new 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 fill out the Compliments and Complaints Form and send it to our Compliments and Complaints Unit. The form is available on our website as below. Alternatively, it can be sent to you if you call us and ask for it or you can put your complaint in writing and send it to us at 1 Park Road, Halifax, HX1 2TU.

See Complaints and compliments.

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.

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