Fair access to care services

Adult’s Social Care is part of the Social Care and Inclusion directorate within Walsall Council. Each year, the council provides an amount of money to help people in Walsall who need social care. Adult’s Social Care cannot meet every need of every person in Walsall, so we have ‘eligibility criteria’ to help us decide who needs our help the most.

How do I get help?

If you think you need help from social services, ask for an assessment. Someone else can ask for an assessment for you, but we would expect them to let you know that they are doing this. Friends and family who look after you (often called carers) can also ask for help and information.

You (or someone acting for you) can contact us by letter, by phone, by e-mail or by calling into a social services office. We can arrange an interpreter if English is not your first language. If you are deaf, textphones are available and we can arrange sign language interpreters or lip speakers.

When you get in touch with us, we will offer you advice and information about where you can get help. We may also meet you to assess your needs to find out if you can get help from us.

Some people are more likely to need our help than others, for example:

older who need to depend on others;
people with mental-health issues;
people with disabilities;
people with dementia; and
carers.

If you think that you (or someone you know) need help from social services, call the social services office nearest to where you live.

What is an assessment?

When you get in touch we may decide to meet you to do an assessment. This is when a member of staff talks to you about the kind of help you need and what services we may be able to provide. It is a discussion between you (and your partner, friend or other representative if you want) and the social worker. This discussion will help both you and the social worker to find out what needs you may have.

If your situation is urgent, or you are at very serious risk of harm, we aim to start the assessment immediately.
In other situations, we aim to start the assessment within two days.

What is ‘Fair Access to Care Services’ (FACS)?

Because we have a limited amount of money, and a limited number of staff, we can only help the people who have the most serious needs. To decide who has the most serious needs, we use the Government’s ‘Fair Access to Care Services’ (FACS) guidelines.

These help us decide how much of a risk there is of you losing your independence and how quickly you need help. There are four levels of need, as explained below.

Critical – there is an immediate risk of your coming to harm or losing your independence.
Substantial – there is a significant risk of your health and wellbeing being affected.
Moderate – there is some risk to your health orwellbeing, in the future, or that you might lose your independence.
Low – one or two aspects of your daily life are hard for you to manage.

What happens after the assessment?

If your needs are critical or substantial, we will be able to help you. We will take your views into account when deciding what sort of care you need. For example, if you would prefer to stay in your own home, we will try to make that happen. However, if you prefer to be in a care home, the care plan we draw up with you will take that into account.

We will give you a copy of your care plan. It is usually a written copy, but we can give it to you in other ways (such as on audio tape). Please ask us if you would like your care plan in another format. When we draw up your care plan with you, we will also take account of your cultural and religious needs.

If your needs are not critical or substantial, we will give you information and advice about other organisations that may be able to help you. You can also ask at local organisations like Age Concern and Walsall Carers Centre.

What will it cost me?

It does not cost anything to have an assessment, but there may be a charge for some social care services. Whether you have to pay depends on your income and any savings you may have. For more information about our charges, please ask a member of our staff for a copy of the ‘Fairer Charging’ leaflet, or phone the public information officer on 01922 658368.

If you are getting help from us, you may be able to choose to receive the money to pay for these services so you can choose who you want to provide the services for you. This is called ‘direct payments’.

For more information, phone the public information officer on 01922 658368 and ask for a copy of our ‘Direct Payments’ leaflet.

What help is available?

You may need temporary help because you are ill, or more permanent help because of a disability. You could need help so that you can continue to live in your own home, or you could need help arranging residential or nursing-home care. Some of the help we can provide includes the following.

Direct payments, so you can arrange your own services.
Home-care services that will help you to look after yourself, (such as helping you get up, get dressed, have a wash or prepare meals).
Equipment to help you, such as raised toilet seats, stair rails, ramps or adaptations to your home.
Day services which provide activities and support, including help to get there.
Short breaks for carers.
Short-term and permanent residential care.
Information and advice about other services which may help you find work or receive benefits, or if you are not eligible for help from social services

If your needs change

Social services staff will regularly review your care plan with you. However, if you think your needs have changed, tell a member of our staff straight away and we will arrange to review your care plan with you.

What is the single assessment process?

Many people are getting help from more than one place. For example, you may have a care worker to help you with washing and dressing, you may also have a community nurse who comes to your home, and you may see a consultant at the hospital. In the past, all these people may have asked you for the same information, over and over again.

The single assessment process has been developed to make sure these different agencies work together to share information so you only have to tell your story once.

The single assessment process means the following.

We will listen to your views and what is important to you, and help you to meet your goals wherever possible.
Different professionals will use the same assessment forms, so we can easily see what information you have already given and you will not have to repeat the same information to different people.
The first professional you see will know about other things you may need and will try to make sure you get the right help.
One person will take a lead role when your needs are complicated and a number of professionals are involved, so you know who to contact if there are problems.
You will be given copies of all assessments (in a yellow folder, which you can take to hospital, doctor’s appointments or other places where the information would be useful).
You will be able to tell us what information you want us to share and what information you do not want us to share.

Sharing information

Allowing us to share your information with the different agencies that work with you will help us to make sure that we are giving you the services that are best suited to your needs.

We will ask you for your permission before we share information about you. We will always try to be open and honest with you, but there may be times when we have to share your information without getting your permission or telling you. This would only be in extreme situations (for example, if we feel that you are in danger or if there is a police investigation).

You do not have to agree to share your information, but if you say no, we may not be able to give you all the help that could be available to you.

At any time you can change your mind about sharing your information. You can also choose which information we share and which information we do not share.

If you want to discuss this further, contact your social worker or the social services office closest to where you live. There are contact details at the end of this leaflet. If you want to make a complaint about the way we have shared or handled your information or if you would like to see the information we hold about you, please contact one of the Information Governance Officers. Their contact details are as follows:

Information Governance Officer
Social Services
Telephone: 01922 658469

Information Governance Manager
Walsall Teaching Primary Care Trust
Telephone: 01922 619932

If you are not happy with your assessment or care plan

You can ask us to review your assessment and your care plan. If you are still unhappy, you can make a complaint. Your social worker or the person you have been dealing with can give you information on how to do this.

If you are happy with the help that we are giving you, we want you to tell us. We also want you to tell us if you are not happy with a decision we have made or the help you are getting. The first thing you should do is tell the member of staff or professional you usually deal with. He or she will discuss the problem with you. If you are still unhappy, ask about making a formal complaint.

For information on making a compliment or complaint about social care, phone the customer care team on 01922 650487, or ask any member of staff for a copy of our comments, compliments and complaints leaflet.

This page was last updated on 21 July 2008