Getting help and support

What to expect when you contact Adults’ Health and Care

This short video explains how you can get help and support from Connect to Support Hampshire and Adults' Health and Care.

Getting help and support from Connect to Support Hampshire and Adults’ Health and Care (BSL version)

Finding information to help yourself

If you have care and support needs, the first place to visit is the Connect to Support Hampshire website where you can find a wealth of information and advice to support you to manage your own care and wellbeing. There is also an extensive community directory of local activities and services as well as national charities and helplines. You will also find directories of local care homes and home care agencies.

Contacting Adults’ Health and Care

If you have not been able to find the information you need online, our advisors and professionals in Adults’ Health and Care can help you to identify the best solutions for you, using Connect to Support Hampshire.

Our advisors will ask you some questions over the phone to check on your current situation and what support you may already have in place. We recognise that there may be things that you can do for yourself and the help you may require can come from many places, including:

  • family and friends
  • your community
  • voluntary organisations
  • private care companies

as well as Hampshire County Council.

There may be a range of online solutions that can help with your situation. Our advisors can tell you how to access this information if you are unable to access it yourself on Connect to Support Hampshire.

Assessing your needs

If your care needs are ongoing or urgent, we may need to discuss them in more detail with you. If so, we will arrange this at a time that suits you and information will be sent to you in advance to help you prepare for your meeting with us. Someone from the Adults’ Health and Care department will then discuss with you how you can stay independent and well and what information, advice and support would help you to do this.

You can have someone with you, either a friend or a relative, if you would like. If you have substantial difficulty in being involved in your assessment, we may refer you to an advocacy service.

If your care and support needs are not eligible for help from the Council, we will give you information about how to access services and support for yourself.

Short-term care

You may be eligible for short-term care from the Council. We call this reablement. This may be suitable, for example, to help you get back on your feet after a period of illness. Reablement can be in your home or in a short-term bed-based setting.

This free service is time-limited and only intended to provide short term support.

Long-term care

If you have long-term care and support needs which are eligible for help from the Council, we will work alongside you to develop a personal support plan. There are many different options we will look at with you. This could include what you can do for yourself, help from family and friends, access to community facilities or support from voluntary services. We might also suggest equipment or adaptations to your home. Your support plan will make the most of what you can do with the help you have around you.

Your support plan will only include formal services such as a paid carer coming into your home or a place in a care home if this is the only way that your specific needs can be met. If it is, our Brokerage team or our Learning Disability support team can help you explore the best options for you.

Paying for care

If you are receiving paid services, you may need to pay all or some of the cost of these services yourself, depending on your financial situation. If you have more than £23,250 in savings, it is very unlikely that you will be eligible for any funding towards your care from us. We will complete a financial assessment with you and inform you of any costs you will need to pay. These details will also be included in your Personal Support Plan.

If you have eligible care needs but need to pay the full cost of your care yourself, our Brokerage team or our Learning Disability support team can still help you explore the best care options for you. We will charge a brokerage fee for this.

NB: Some people with long-term complex health needs qualify for free social care arranged and funded solely by the NHS. This is known as NHS continuing healthcare (CHC). Before we offer services, we need to consider whether your primary need is health-related and whether you may be eligible for CHC. If you think you may be eligible, you can contact West Hampshire CCG directly for an assessment. West Hampshire CCG provides these assessments on behalf of all CCGs in Hampshire.

Your Personal Support Plan

Your Personal Support Plan will be shared and discussed with you and, if you have registered for an online customer account, you will be able to see your latest assessment and plan online. You can also manage any outstanding invoices you may have.

Over time, your support plan will be reviewed and discussed with you to see what is working well and if anything needs to be altered.

At every stage, our advisors and professionals in Adults’ Health and Care will work with you to make sure that you are supported and have the best information available to you.