Responsible Officer:  Paul Giblin
Reviewed: 02/03/05

Public information

• That information provision ensures equal opportunities of access to all people regardless of disability, language, religion, race, culture, gender, age or financial circumstances.
• That people have information that is straightforward, relevant, accurate and sufficient so that they know about the provision of the full range of Social Care Services and can make informed choices.
• That information is available in a range of formats and languages and in a variety of key places where people routinely go such as day centres, doctors surgeries, libraries, schools, hospitals, dentists, post offices, pharmacies etc.
• That service users are consulted before new information is published so that it is sent out in a form that is understandable, and useful to the people who may need help from Social Services.
• That information will be honest and genuinely reflect current policy and state which services may and may not be available.
• That every Social Services service user will be informed about:
• how we deal with their request for help
• their rights in law
• confidentiality
• access to records
• how to deal with representative and complaints
• when relevant, who is their named Social Services key contact person
• That information provision is regularly monitored via self-monitoring and evaluations

1. Personal contact, where practical, is the most effective method of communication

Where you can, use publications (leaflets, cassettes etc) mainly to back up personal contact.  Information should be given in its various forms at the appropriate stages throughout the process. Leave publications for the reference of your service user, their relatives, friends and other people involved.

2. Make sure everyone has equal access to the information you provide

Information should be:

• available in a range of formats

Ask your designated Local Information Officer (one per PCT area) about publications in large print, Braille, on cassette, in languages other than English and in other formats.

• available in a variety of places where people routinely go, and through a variety of different media (e.g. local radio)

Your designated Local Information Officer is responsible for making information available for everyone in their locality.

3. Give people enough information to be able to make informed choices about how their social care needs will be met:

• See Section 3.6 “How Do I Ensure that People Have Sufficient Choice?

Note that the Directorate is responsible for informing ALL people about resources and services that may meet their social care needs - not just those people who become involved in the care management process.

4. Tell people in your locality about:-

• The situations in which Devon Social Services can help
• How to contact us
• Other sources of help

Our leaflet ‘Social Services in Devon Explained’ (Ref 1) covers these issues.

• services available directly to the public (eg. private sector resources, voluntary and self-help services, other relevant statutory services)

Local Information Officers will support local operational staff in providing details about the full range of local sources of help and social care services.

All service users must be provided with the most up-to-date version of the relevant Social Services leaflets covering the assessment and service provision process, as listed on line at www.devon.gov.uk/socialcare