Service Standards - Adult Social Services and Emergency Lifeline
Out-of-hours and emergencies
If you have a crisis situation regarding social services or homelessness, and need to contact us out of normal office working hours you can do so through our Emergency Duty Team on 01344786543. This service is available on weekends and bank holidays.
We operate an emergency Lifelines service, Forestcare. We will respond to 95% of alarms within 30 seconds.
Assessments for adult social care
Assessments for adult social care will start within two working days of Social Services being contacted. The assessment process will be fully explained to you in advance so you understand what will be required from you.
Most assessments will be completed within 4 weeks of contact. We aim for 80% of assessments will be completed within 4 weeks of first contact with Social Services.
For more complex assessments you will be kept fully informed of reasons why your assessment is taking longer.
You will be fully involved throughout the assessment process and your views will be recorded in the assessment. You will be given a copy of the results of the assessment in a care plan.
If you are a carer you are entitled to a carer’s assessment. If you request an assessment, you will be contacted within 48 hours of your request, and advised about arranging its commencement.
Services
If, as a result of your assessment, the need for services is identified, you will receive your services within a reasonable timescale. At least 85% of clients will receive all of the services identified in their care plan, within 4 weeks of the completion of the assessment.
We will review your care plan regularly. At least 65% of clients will have their care plan reviewed annually. We will also review your care plan if we are contacted with a change to your circumstances.
If you are at risk of having an accident at home, a therapist will see you within 4 working days of receiving notice that you require help. If you are not at risk of having an accident but still have urgent needs the longest you will have to wait to see a therapist is 14 working days. If your needs are less urgent, there may be a longer wait but you will be kept informed of progress.
Aids and adaptations
Once an assessment has been completed and an agreement reached about the equipment to be provided, we will arrange for it to be delivered to your home. At least 75% of equipment will be supplied within 7 working days.
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