Agenda item

This report provides a progress update on Self-Directed Support (SDS), including the Personalisation project, through which an improved operating system for Direct Payments (DPs) is being developed across the three councils.  

The Committee received a progress update on Self Directed Support, including the Personalisation project, through which an improved operating system for Direct Payments (DPs) was being developed across the three councils.

Mr McVeigh commented that the success criteria listed in 4.2 identified four benefits for the Council and one for the service user, and that there should be a more equal split of the benefits.

Mr McVeigh queried the expectation that the pre-loaded payment card for DP users would become the usual way of receiving a DP and that no new DP bank accounts would be set up during the pilot unless in exceptional circumstances.

Ms Camp responded that in exceptional circumstances, service users might require a bank account, but it was intended that the pre-loaded payment card would be a good product, which service users were happy to use. Mr McVeigh gave an example of care services being shown as ‘personal services’ and the payment being rejected as inappropriate.

Mr McVeigh highlighted the assumption in 4.8 that all social workers would understand DPs well enough to provide high quality basic advice and information to customers and the link with 4.17, which referred to the provision of on going training around the use of DPs. Mr McVeigh queried how Adult Social Care would know when social workers were able to undertake this role.

Ms Camp responded that ensuring all social workers had the required level of knowledge around DPs remained a work in progress. Expert back-up was currently provided by a team of five specialist staff and this would continue, with an emphasis on continuing to up-skill social workers, not taking away responsibility.

Mr McVeigh requested that the training module be shared to provide assurance. Councillor Carlebach emphasised the serious implications of incorrect advice. Ms Camp responded that the employment of carers was an example of where the DP team would provide expert advice, rather than expecting social workers to deal with this specialist area.

Mr McVeigh suggested that the wide range of things for which DPs could be used should be included in the training. Ms Camp responded that this was addressed in the shared DP policy, which had been in place for the past year and was due to be reviewed.

Mr McVeigh considered that service users were not aware of this new policy. Ms Camp responded that the new policy had been publicised. There was regular liaison with Action on Disability and copies of the draft had been provided at various stages. There had been discussions with the peer support group and Healthwatch across the three boroughs. There was a customer reference group attached to the pre-loaded cards project, and this group had had direct input into shaping how the cards would operate and would continue to do so over the coming year.

Mr McVeigh suggested that a letter should be sent to all service users. Ms Camp responded that it was intended to write when the pilot was about to begin. Councillor Lukey added that she had met with the peer support group and work was ongoing in developing/co-producing the policy. If any groups or individuals had been missed, the Council would ensure that this was corrected.

Mr McVeigh queried the feedback on the Customer Journey project. Ms Camp responded that she would check with a colleague.

Action: Toni Camp

Mr McVeigh queried whether the introduction of the new pre-loaded payment cards was actually a pilot. Ms Camp responded that it met the criteria of a pilot, in that the aim was to test the effectiveness of the cards before making decisions regarding their possible wider use. The success criteria for the pilot would  be subject to further discussion with service users and an appropriate balance between benefits to users and benefits to the Council would be ensured.

Councillor Carlebach considered that there needed to be an assessment of the information being delivered and recommended a customer satisfaction survey after the pilot had been completed.

Ms Domb queried the training being provided and the capacity of social workers, and specifically training in respect of the Independent Living Fund (ILF). Ms Camp responded that there was extensive training. All posts had been filled and support staff would provide expert back up. Mrs Bruce added that there was a specialist lead for the ILF, Caroline Maclean. In addition, a lead practitioner was being recruited, who would help to re-invigorate values and principles of personalisation. Adult Social Care welcomed input from user-led organisations and experts by experience.

Ms Domb queried CRB checks for PAs. Mrs Bruce responded that the expert team would provide help and advice, and the payment would be part of the essential costs included in the DP.

Ms Domb considered that personalisation should mean that disabled people were involved from the beginning in developing new approaches and systems. Mrs Bruce responded that the lead practitioner would work with services users to ensure that real co-production became the norm.

Ms Domb referred to the pilot and the expectation that the card would become the usual way of receiving a DP. Some service users would have a good record of managing a bank account and would not want to change to the card. Ms Camp responded that, in these circumstances, the change would not be forced upon service users. Previous versions of the card had been disappointing and if expectations of an improved product were not met, the approach currently being pursued would be reviewed.

In response to a query from Councillor Chumnery, Ms Camp clarified that the support team of five would cover the three boroughs and there were currently around 370 service users with a DP in Hammersmith & Fulham. Councillor Chumnery suggested that the ability of the team to cope with the workload should be monitored by recording queries, advice given and outcomes.

Ms Camp stated that it might be necessary to recruit temporary staff to support the roll-out of the pre-loaded cards, if the pilot proved successful, but that the need for this would be assessed at the relevant stage. Ms Camp noted that, in addition to the support team of five, there was a finance team of eight people, also working across the three boroughs.

In response to a query from Councillor Vaughan, Ms Camp stated that the pilot would commence in May/June time, depending on the procurement timetable. The number of new service users across the three councils was up to ten a month. The number of existing service users who would wish to participate in the pilot was not known. There would ideally need to be a minimum of fifty users of the card for an adequate evaluation of the pilot, and close to 100 service users would be preferable. The evaluation of the pilot would be available by the year end.

Councillor Vaughan summarised the action and recommendations identified in the discussion.

Action:

Information to be provided in respect of the training module for social workers; the expectations in terms of competency of social workers and the DP support team; and the lines of responsibility.

Action: Toni Camp

RESOLVED THAT:

The committee recommended that;

1.            There should be further communication with service users, which would include addressing fears in respect of using the pre-loaded payment card.

2.            The card should not be forced on current users, where current arrangements were working adequately.

3.            An update report including the pilot evaluation be added to the work programme.