Lorna Brambridge - Help the Aged Volunteer and Member of OPAAL
Minutes:
Approached by people in White Hart Lane to act as an advocate for older people, particularly those with literacy problems.
Believes that services are inaccessible for those people who are illiterate in all communities.
Concerns raised about those who do not meet the eligibility criteria who are passed to the voluntary sector and the services they receive then not followed through. Also, concerns raised about the governance of these and that people do not know who they should complain to from these agencies.
Beliefs that there is a real need for independent advocates across the borough.
Noted that culturally specific services for all sections of the community are important.
Points of discussion
Issues raised about those who are directed to the voluntary and community sector but as not deemed as an emergency. Potential for their situation to deteriorate in the mean time, especially with issues around arrears.
Assurance given that those who are in an emergency situation are not left to deteriorate on an interim basis. This has on occasion included providing people with money to enable them to pay for heating and food until further assistance can be sorted.
Noted that services that are commissioned by the council are monitored under governance arrangements and are reviewed regularly. Where there are found to be issues the services are de-commissioned.
With regards to complaints – the council is responsible for the services it commissions. Local resolutions are the first step, after this there are additional steps within the complaints procedure.
Acknowledged that there is an issue with the perception that if someone complains there will be repercussions. This is a real challenge within the service; however people are assured that their service will not be affected.
Some older people still perceive social care services as ‘Welfare’ and feel that they should be ‘grateful for what they are getting’. This again is a challenge.
The Supporting People Partnership Board is accountable for the services it funds.
All options are considered when tendering for contracts and if third sector organisations within the borough bid for contracts they would be considered.