East and North Hertfordshire Teaching NHS Trust, the Carer Experience Service
What they do
At East and North Hertfordshire Teaching NHS Trust, the Carer Experience Service is focused on identifying and supporting carers across all its hospital sites.
What support do they provide?
They provide support in several ways, including:
Identification of carers within the hospital setting
Emotional support and signposting to local services nearest to them
Practical guidance to help carers navigate hospital processes and plan for discharge
The volunteer service is central to their approach and includes five key roles:
Support Volunteers provide a presence for carers and families who may feel overwhelmed or unsure where to turn. They offer a listening ear and emotional support.
Companion Volunteers offer companionship to carers and patients, helping to reduce feelings of loneliness and anxiety by providing a calm, supportive presence and positive interaction.
In-Reach Volunteers proactively connect with carers who may not be able to visit the hospital due to work commitments or who are caring from a distance. They offer support through phone or remote contact, ensuring carers can access help even when they are not physically present.
Engagement Volunteers to strengthen connections between carers and services by gathering feedback, supporting events, and encouraging carers to share their experiences to inform service improvement.
Admin Volunteers help to coordinate the service, manage information, and ensure resources and communication are available.
Accessing support
Carers can access support by:
Speaking to ward staff, who can refer them.
Contacting them directly via the Trust (details can be provided if helpful)
Engaging with our volunteers, who often act as a first point of contact and support.
They also work closely with local partners and community organisations to ensure carers are signposted to wider support networks across Hertfordshire.
West Hertfordshire Hospitals NHS Trust- Caring for carers support hub
What they do
Watford General Hospital’s Caring for Carers support Hub provides support and guidance for unpaid carers/ families while their loved one is receiving care in hospital. The Hub also supports staff at West Hertfordshire Hospitals NHS Trust who are balancing work with caring responsibilities.
The Patricia Coulson Suite was opened in memory of former patient Patricia Coulson, whose sister Sue Shaw raised funds to thank the Caring for Carers team for the support they provided to her and her family during Patricia’s final weeks of life.
What support do they provide?
The Carers Hub offers support in several ways, including:
• A confidential space for carers and families that offers support and guidance while their loved one is in hospital.
• Information, advice, and signposting to relevant services and community support.
• Support for carers as patients transition from hospital back home or into community care services.
• Partnership working with community organisations to strengthen ongoing support for carers and families.
• Opportunities to become a Carer Volunteer and help support other carers through the Caring for Carers service.
Accessing support
Unpaid carers supporting someone receiving care at Watford General Hospital, Hemel Hempstead Hospital, or St Albans City Hospital can access support by:
• Dropping into the Carers Hub, Monday to Friday, 9 am–5 pm.
• Contacting the Caring for Carers
Email: westherts.caringforcarers@nhs.net
Phone: 07977 069 888
The Caring for Carers Service supports unpaid carers who provide care for someone who could not manage without their help. This service provides guidance and support to carers to understand their rights and look after their own wellbeing.
What support do they provide?
The Caring for Carers service supports carers in many ways, such as:
Listening and supporting with any queries or concerns relating to their caring role.
Supporting communication and involvement in patients’ treatment, care, and discharge process.
Providing advocacy and liaison with clinical staff.
Providing information about what a carer's assessment is and how to request one as an unpaid carer. View a carer's assessment factsheet.
Providing information about what community support services are available.
Supporting carers to register as carers at their GP practice.
Fast-track referrals to the local carer organisation, Carers in Herts, and request a Carer Support Advisor.
Helping with emergency planning – Create a carer's 'in case of emergency' plan - Hertfordshire.gov.
Helping carers to complete a Carers’ agreement.
Accessing support
Please get in touch with the Caring for Carers Service if:
• You provide unpaid care for a patient receiving care at one of West Herts hospitals.
• You are a patient who also provides care for a family member or friend.
• You are coming to terms with becoming a carer following a new health condition/ change in circumstances.
Contact details
Carers Lead Nurse: Andrea Hone
Email: westherts.caringforcarers@nhs.net
Phone: 07977 069 888 (Monday to Friday, 8 am–4 pm)
Change Grow Live (CGL) – Carers Support Service
What they do
Change Grow Live (CGL) provides support to friends, family members, and carers of people affected by substance use, regardless of whether the person they care for is currently receiving treatment from CGL. Their service is also available to anyone who may be impacted by another person's substance use.
What support they provide
They provide support in several ways, including:
· Dedicated carers groups delivered across Hertfordshire, providing a safe environment for carers to share experiences, gain information, and access peer support. Current groups take place at:
o Stevenage – Wednesdays, 6.30pm
o Hatfield – Wednesdays, 6.00pm
o Hertford – Thursdays, 5.30pm
o Watford – Thursdays, 6.30pm
• A structured carers programme covering a range of topics designed to help carers better understand substance use, build resilience, and develop coping strategies. Although the programme follows a framework, sessions are relaxed and carers can attend as and when they need support.
• One-to-one telephone support from dedicated Carers Leads for those who prefer individual support or are unable to attend group sessions.
• Information, advice, and guidance through their Carers Introduction Programme, which explores key areas relevant to supporting someone affected by substance use.
• Partnership working with Carers in Hertfordshire to deliver joint support sessions, networking opportunities, and information events for carers across the county.
Accessing support
Carers can access support by:
· Completing a carers referral form, which includes contact details for the relevant Carers Lead in their area. You can find the carers form here: CGL carers form
· Self-referring directly to the service
· Being referred by a healthcare professional, support worker, or another organisation
· Contacting a Carers Lead directly to discuss support options, including telephone support and group attendance
CGL regularly works with local partners to raise awareness of available support and hosts events for carers throughout the year. They also participate in local networking events, including the Carers Networking Event in Stevenage, and continue to develop opportunities for carers to access information, advice, and peer support across Hertfordshire.
To find out more about the services CGL offer to carers, please see this presentation: CGL Support
Interested in becoming a Carer Volunteer?
If you would like to support other carers as part of the Caring for Carers service team, contact the team to learn more about volunteering opportunities.
Other support services for carers are listed below:
Carers in Hertfordshire
http://www.carersinherts.org.uk/how-we-can-help/carer-services/carers-bereavement-group
ADFAM
Coping with their behaviour | Adfam
http://www.adfam.org.uk/families/what_should_i_do
http://www.adfam.org.uk/professionals/latest_information_and_events/current_projects/bereavement
AL-ANON
Al-Anon UK | For families & friends of alcoholics
The Living Room
https://www.livingroomherts.org/friends-and-carers
Resolve
Family/Carers’ Support Service – Resolve (resolve-online.org)