Meeting Summary
Issues raised by Age UK Devon are below, it was noted that issues will be escalated and raised with appropriate teams and Managers. It was acknowledged that Age UK Devon’s feedback on phone handling had helped with improvements to the service.
Confusion in Service Remit
- There has been ongoing confusion about the role of independent support workers, particularly regarding employment support, which is not their intended function.
- This misunderstanding has impacted the referral process for care needs assessments over an extended period.
Long Waiting Lists for Social Care Assessments
- Clients are being referred to inappropriate services due to delays in assessments.
- A contributing factor is that clients often understate their difficulties during phone assessments.
Financial Assessment Errors
- Repeated errors in financial assessments are causing significant stress for clients and their families.
- These issues are not isolated and require ongoing monitoring.
Direct Payments and Prepaid Cards
- Some care agencies are refusing to accept prepaid cards used for direct payments.
- This has created barriers for clients trying to arrange their own care.
Lack of Support for Unpaid Carers
- There is increasing concern about the insufficient support for unpaid carers.
- This is viewed as part of a broader systemic issue in the care sector.
- Future reports should include specific examples and case studies to highlight this problem.