Age UK Hertfordshire Annual General Meeting October 24 th 2017

1. Age UK Hertfordshire Annual General Meeting October 24th 2017

2. Age UK Hertfordshire Strategic Report John Newman, Co-Chair of Trustee Board

3. To promote the well-being of all older people and to help make later life a fulfilling and enjoyable experience

4. Age UK Hertfordshire Focus • Tackling loneliness and isolation • Enabling older people to live more active, fulfilling lives • Preventing and supporting recovery from illness and injury • Promoting well-being and community resilience

5. Our impact… some highlights • We improved the lives of over 3,000 people each week across the County • We provided 92,000 hours of practical help in people’s homes – that’s over 250 hours on average each and every day • We helped older people obtain £6.7M in benefits • We launched a new County-wide support service for people with Dementia, along with key partners • We provided a place for 525 people each week to socialise, meet new friends and develop the skills they need to be more included in society • Around 528 volunteers were able to contribute and give back to their local community

6. All of this is possible through a highly skilled and committed workforce… • 117 permanent staff • 285 casual staff • 528 volunteers

7. Future Direction • Build a more diverse service and funding portfolio • Reach more older people in need of support – and engage them in the design of services that best meet their needs • Do more to raise awareness and demonstrate the impact of what we do • Continue to strengthen our reputation across the County • Strengthen and build new cross-sector partnerships

8. Age UK Hertfordshire Finance Report Subhash Bakhai, Trustee Treasurer

9. Age UK Hertfordshire income streams are diversified

10. In 2016-17 Age UK Hertfordshire moved closer to break even

11. Age UK Hertfordshire’s reserves are adequate

12. Future Direction • 2017-18 budget closer to break even • Continued strong cost control • Identification of new income streams

13. Age UK Hertfordshire Health and Wellbeing Services Matthew Charles, Service Head

14. Our Service • Home and Hospital and Hospital Discharge Services • A free scheme for patients • Funded by Herts County Council and East and North CCG • Three to six weeks practical and emotional support • Settling back into the home • Supporting immediate needs – food, heating, prescriptions • Taking to appointments, short walks or outings • Pairing with appropriate volunteers • Referring on to appropriate and relevant services Supporting the individual…

15. Our Staff • Highly Trained Staffing Team • Wide Range of Knowledge and Experience • Nursing, Social Work, Police, Mental Health, Care Home • The schemes are delivered and supported by: • Two Duty Managers • Ten Coordinators • Thirty Volunteers Teamwork…

16. Annual Statistics 2016/17

17. Annual Statistics

18. Annual Statistics

19. Annual Statistics

20. The Future • A New Integrated Countywide Service • Hospital Discharge and Community Navigation • Lead by Seven Voluntary Organisations • Reducing Reliance on Health and Social Care Key Objectives • Supporting Patients Home from Hospital • Helping to Prevent Hospital Admissions/Readmissions • Reducing Visits to General Practitioner Surgeries • Helping to Navigate Clients to Appropriate Services Working in Partnership…

21. Age UK Hertfordshire Help in the Home Sarah McKie, Team Leader

22. CLIENT FEEDBACK • “Thank you for your excellent service. It is much appreciated and a comfort to me and my brother that she is being attend to regularly” • “I would like to add how impressed I am with Debbie who has a very positive effect on my Mum. Thank you also to your organisation for providing the help, support and expertise you provide in dealing with the elderly.  It makes keeping my mum at home an easier situation to manage for both of us.” • “Many thanks again for supporting something different to the norm. Both Valerie and Christine have been brilliant in their work on the ground with Nan. I get more information from Val to help me ‘see’ a portrait of how my Nan is doing than I do from anyone else.”

23. Help in the Home Client Numbers

24. Help in the Home Activity

25. Age UK Hertfordshire Information and Advice Amanda Shearn, Service Manager

26. 2016-17 Information and Advice Performance During 2016-17 we have: • Experienced an increase in demand for home visits • Increased our community drop in locations • Experienced a significant increase in the take up of Lasting Powers of Attorney (LPA) support • Remained consistent with year 1 of the Computer Skills training • Delivered quarterly steering groups with key stakeholders

27. 2016-17 Information and Advice Output This has enabled us to: • Set up over 1000 LPA’s • Visit over 4,700 people in their own home • Support over 400 people with computer training • Deal with over 20,000 phone calls, 4,500 emails and 600 community surgery drop in appointments • Help older people in Hertfordshire claim over £6.7m in benefits

28. In Summary Information and Advice has performed very well in 2016-17: • achieved a higher uptake of services than 2015-16 • recruited and trained an effective team • provided enhanced services and accessibility.

29. Age UK Hertfordshire Active Ageing Carla Johnson, Service Manager

30. “The club has given me a new lease of life. I feel more confident since attending regularly and feel more like my normal self again.”

31. “Since I don’t have any family nearby, the club has become my family and I really like the way we all support each other, whilst at the club and outside of the club too.”

32. “My Mum loves coming to the club and the service you provide is second to none. It’s helped give my Mum a new lease of life and has really helped me, as I no longer worry about her being isolated.”

33. “I look forward to coming and miss club when it’s a bank holiday.”

34. “My mum is more upset leaving the club, than the home she lived in for many years.”

35. “The club has been a lifesaver for us, M really looks forward to it, even on the days she is struggling if it is a club day she can’t wait to go, I don’t know what we would do without it.”

36. Age UK Hertfordshire Befriending & Intouch Trudie Harrington, Team Leader

37. Befriending & Intouch in 2016-17 • InTouch supported 1,823 older people • 190 older people were telephoned by 27 volunteers who gave 2470 hours of volunteer time  • 367 older people were visited by 347volunteers who gave 28626 hours of volunteer time  • Total number of volunteers 374  • “You could not have given me a more kinder nicer person she has become part of the family”