National Care Service Forum 2024: report

What you told us – shaping the system

1. People using services need to know what their rights are in a way that makes sense to them.

People also said that the language should be simplified, so that people can understand what SDS means. They said people have a right to information in accessible formats. They highlighted the need for better communication between everyone involved, and not just focusing on online channels.

Other points people raised around this included:

• the role third sector organisations play in providing independent advice and support around the benefits people are entitled to
• social work assessments make some people feel like they are taking support from someone worse off, due to budget constraints
• people should have access to independent advocacy and advice
• we need a clear and robust complaints process, with mediation for families making a complaint, so that issues can be sorted out quickly
• the challenges accessing assistance for deaf or blind people – for example, people have a legal right to a BSL interpreter, but often don’t get one

2. Having consistency in SDS from one local authority to another could help with decision-making.

People said that all four SDS options need to be available everywhere. Some areas are not offered all options, due to costs or lack of providers. They also said the year-on-year funding model makes it hard for longer term planning or to provide security when trying to recruit staff.

Other points people raised around this included:

• the need for an agreed understanding of what good social care support looks like, as a baseline to measure success against
• the need to improve relationships between different workforces so that they can work together effectively

3. People want more focus on early intervention and prevention, to prevent issues escalating.

People suggested that needs should be reviewed regularly, and crisis intervention should be time-limited. They said at present, reassessment and the fear of losing support can prevent people from asking to change their SDS option.

Other points people raised around this included:

• how staffing structures and staff flexibility affect planning – people now often work to their carers’ timetable rather than the other way around
• how lack of resource impacts on work culture