Getting Help from Adult Social Services

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1 Getting Help from Adult Social Services January 2016 For a copy of this leaflet in Braille, large print or tape call Who is this leaflet for? This leaflet explains how to get in touch with Flintshire Adult Social Services and the type of help you might get from us. We offer services for adults of all ages who have physical disabilities, mental health needs, drug & alcohol needs, learning disabilities, problems with sight or hearing and also for people who look after someone. (Services for children and families are provided by Children s Social Services. Call them on ) How do I get help? To find out if Adult Social Services are able to help you get in touch with our First Contact Team on Full contact details are in the middle of this leaflet. If you can't contact the office yourself a relative or friend can do it for you, with your permission. Adult Social Services focuses on early intervention, aiming to maintain independence. Reablement, Telecare and aids and adaptations are examples of early intervention services that help prevent people from becoming unnecessarily dependent upon others and requiring more intensive support. 1

2 What sort of help could I get? We can offer many types of help including: Advice and information on many subjects Blue parking badges for people with disabilities. Personal care in your own home Day care Residential care Help and Breaks for Carers Equipment and home alterations to help people with disabilities keep independent Who provides the help? Many services are provided by our own staff but we also work closely with NHS, voluntary and private organisations. Some useful numbers are on page 4. What happens when you contact Adult Social Services? A trained member of our First Contact Team will speak with you to find out if we can help. If you contact us for someone else we will need to know who you are and whether they have agreed to you getting in touch with us. You will be asked detailed questions to find out if we can help you. If we can help you the information will be put into our computer system. Sometimes the help needed cannot be provided by Adult Social Services. You will be given information about why this is so and if possible who else may be able to help you. Assessing your needs Everyone's needs are different. If yours is a simple request (such as for a blue parking badge or a grab rail by your front door) we will contact you by letter or form to get the information we need about you, the help you need and the best way we can help. For other requests a member of our staff will arrange to meet you. This will be a Social Worker, Occupational Therapist or other trained person. Sometimes we will also need information from other people such as your family doctor. We will write all the information we get on an Assessment Form. We will use this to tell you of some of the ways we can help and together decide on what we can do. If help is going to be provided we will write it in a Care Plan. 2

3 Will I see what is written about me? You have the right to see information recorded about you and we will give you a copy of the Assessment Form and the Care Plan. You also have the right to comment on or amend the Assessment or Care Plan. If you are happier speaking Welsh we will make arrangements for an assessment to be done in your own language. If you are visually impaired it can be provided in braille, large print or on tape. Signing is also available if you are deaf. What if I am a carer? If you look after someone with an illness or disability or the effects of ageing and you are providing substantial unpaid care to that person, then you are a Carer. If you are a carer, your needs are important too and may be different from the needs of the person you care for. In this case you can ask for a separate assessment of your needs. Ask for a copy of our Carers Information Pack. Will there be a charge? There will be a charge for some services (but not health services). If there is a charge our staff will need to know about your finances such as your income, savings and rent, unless you wish to meet the full cost yourself. Only then can it be decided whether you can afford the cost of the services. Our leaflets Paying for Residential Care and Paying for domiciliary care explain more - ask us for a copy or see them online at What if I am not claiming all the benefits to which I am entitled? We will be able to advise you or put you in touch with someone who can help you claim. It is in your interest to claim all the benefits to which you are entitled as it may affect the services you are offered. What happens to the financial information given to the Social Services for Adults staff? It will be passed to the Social Services Finance staff who will then work out whether or not you will have to pay towards the cost of your care. A method for paying will be discussed with you when your Care Plan is agreed. 3

4 Questions and complaints If things go wrong We are aware that despite our best efforts there may be occasions when a service user has a complaint. Any complaint or compliment about services can be made to the staff you are involved with or their manager. If you wish to make a formal complaint or compliment this should be made to: Customer Feedback Team Community Services County Hall Mold CH7 6NN Ask us for our leaflet Tell us what you think about social services! which explains how your comments can be made and how they will be dealt with. Data Protection You have a right to see personal records we hold about you. Ask us for more information. Other Sources of Information and Help A wide range of voluntary organisations provide independent advice and assistance. Contacting them will help to give you information on your rights. Age Connects NE Wales Alzheimer s Society Care and Repair Advice on housing repairs, adaptations and benefits for disabled and elderly people. Citizens Advice Bureaux:

5 N Wales Deaf Association Minicom: MIND North East Wales Carers Information Service Flintshire Disability Forum NHS Direct Samaritans Shelter Freephone For help and advice: First Contact Team Social Services Preswylfa, Hendy Road, Mold, CH7 1PZ. Telephone: Out of hours number is

6 Social Services and Well-being (Wales) Act 2014: How will this affect my care and support? The Social Services and Well-being (Wales) Act is a new law that will give you more of a say in the care and support you receive. To support you to achieve well-being, you will make decisions about your care in partnership with professionals. To help you to do so, you will have easy access to information and advice about what is available in your area. Carers will have an equal right to be assessed for support, to those that they care for, and more people will be entitled to Direct Payments. A new assessment process for care and support will be based on what matters to you as an individual. It will consider your personal strengths and the support available to you from your family, friends and others in the community. The assessment will be simpler and can be carried out by one person on behalf of a range of organisations. There will be more services to prevent problems getting worse, so the right help is available when you need it. Stronger powers to keep people safe from abuse or neglect will also be introduced. The Social Services and Well-being (Wales) Act comes into force in April You will take part in the new process at your next scheduled assessment date. For more information please see: ref: A1 6

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