How we decide if we can help you
How we decide if we can help you
On this page we tell you about -
- Why we need to consider your needs
- Who can have their needs considered
- Who will do the assessing
- How assessments are carried out
- What needs will be considered
- What records are kept
- How soon assessments are arranged
- What happens after the assessment
- The costs of having your needs assessed
- What if you're not happy with the assessment or what's provided
- Where to go for an assessment or for more information
- What happens if you do not qualify for any services
Why we need to consider your needs...
We want to help as many people as possible, but because our financial resources are limited we have to make sure that our services go to those who need them most. Whether you qualify for a particular service will depend on your needs.
So, before we can arrange services for you, we need to consider what your needs are and work out with you the best way to help you. This is called an assessment.
If you look after or support a family member or friend, you will be entitled to your own (carer's) assessment.
You do not have to have an assessment but you may not receive the help you need if you do not agree to having one.
Who can have their needs considered...
Anyone living in the Royal borough of Kingston upon Thames can have their needs assessed if they are -
- in danger of physical or emotional harm
- at risk of losing their independence and ability to look after themselves
- unable to maintain a reasonable quality of life
Some disabled people have a legal right to an assessment, including -
- People who are blind or partially sight, or deaf or hard of hearing, or who have no speech
- People who are permanently and substantially disabled by illness, injury or by birth
- People who have a serious mental health problem
- People with a learning disability
- People who look after an older or disabled person (carers) and who need support to continue
Who will do the assessing.....
An assessment is usually carried out by a qualified social worker (care manager). Qualified health care staff such as community nurses or occupational therapists also carry out assessments.
Whichever trained member of staff carries out the assessment, you can expect it to be done in complete confidence.
How assessments are carried out...
We will arrange an appointment with you. This will either be at your home or at one of our offices, or another place convenient to you. All our staff carry an identity card, so please ask to see this, especially before you let them into your home.
Once an appointment has been arranged, a member of staff will meet with you and your partner, family member or friend, if you wish, to ask you how you manage with your day to day life and what kind of help you need to keep independent.
If English is not your first language or if you use Sign Language for communication, we can arrange an interpreter.
With your permission, staff may also want to talk to the person supporting you (your carer) if you have one, or your doctor or nurse. They may also need to involve an occupational therapist in considering your needs.
Occupational therapists give advice about what pieces of equipment may be useful to you to keep you safe and independent in your home. They also give advice about the best ways of getting on or off the bed, or using the stairs or bath, for example, if you need help from someone else.
We aim to make the assessment as simple and understandable as possible. If your needs are straightforward, the assessment will be straightforward too. If your needs are more complicated, your assessment will be more detailed and will take a little longer to carry out.
In any event, we carry out assessments in accordance with the principles set out in Our responsibilities and promise to you.
We also work to certain standards which set out your rights and what you can expect from us.
What needs will be considered...
An assessment will look at your needs in the following areas -
- Your health needs including, for example, help with medication or nursing care.
- Your daily living needs including, for example, help with meal preparation and eating, or help with keeping safe in your home, or practical support to carry out parental tasks if you are a disabled parent.
- Your support needs to live independently, for example if you are disabled or have a learning disability.
- Your personal care needs including, for example, help to use the toilet, or to get up and washed, or dressed.
- Your housing and financial needs including, for example, help to find suitable accommodation, or help to get your house adapted to make things easier for you, or help with claiming welfare benefits.
- Your carers needs, for example, to see what help and support we can offer any family member or friend supporting you.
What records are kept...
To help us work, we have to keep some information about you on record. Some records will be on computer and others in notes and files. Most information we keep on record will be confidential between you and Kingston Community Care Services.
When we work together with other agencies and professionals, for example, Kingston NHS Primary Care Trust doctors and nurses, joint records are kept.
You have a right to see your records. There is a leaflet which explains how you can see your personal records. This leaflet is called Your Right to Know.
There is also information about how we will use information you give us. This is called Confidentiality - Information for patients and service users.
Also, you can find out about why we ask you about and record your ethnic background. This is explained in our leaflet called Equally Fair.
These leaflets can be obtained from our Customer Services Team.
How soon assessments are arranged...
We arrange Community Care assessments according to how urgent your need is -
- If you are unable to manage essential day to day tasks such as getting up or going to bed, washing or dressing, then you can expect to be assessed and receive support on the same day of your request for help.
- If your need for help is urgent but not immediate, an assessment will be arranged within 5 working days.
- With other less urgent requests, an assessment will be started within 4 weeks. If you need a service from an occupational therapist, there is a range of response times from within 24 hours for emergencies to 16 weeks for less urgent needs.
Whatever your situation is, or if you are not sure about your needs, we will try to answer your questions as soon as you Contact us.
What happens after the assessment...
Depending on your needs and if we decide we can offer you help, we can arrange a range of support to help you live at home, or a placement in a Residential or Nursing Home, if necessary.
We will try to offer you as many alternatives as possible so that you can choose what is best for you.
Whatever we decide together will be recorded on your own personal care plan. This will set out the services you will get, who will provide them and when and where they will be provided.
You will have a say in deciding what should be included in your care plan. A copy of your care plan will be given to you together with a summary of the assessment. Your care plan will set out -
- What services will be provided and what they aim to achieve.
- Who will be providing them.
- When they will be provided and how often.
- How much, if anything they will cost.
- The names, addresses and telephone numbers of everyone involved in your care.
- An emergency contact number for urgent out of hours help.
A care manager will be appointed to manage your support arrangements. The care manager will be responsible for making sure that your services are provided as planned and agreed with you and that everything goes smoothly. Care plans are updated regularly so we can check if the services you are getting are still meeting your needs.
The costs of having your needs considered...
You will not have to pay for your assessment. There are charges for some services but many are free.
If we charge you for services, the amount you pay will depend on the type of service and on your financial circumstances and ability to pay. We can also help you to claim welfare benefits that you may be entitled to.
We will always tell you how much services will be before you agree to them. Charges for residential or nursing home care are based on your savings and income.
You can check to see what our charges are by clicking here.
What if you're not happy with the assessment or what's provided...
If you are not satisfied with the way the assessment was carried out or what was or was not provided as a result, we want to hear about it and sort it out as soon as possible.
The first thing to do is to talk to your social worker (care manager) or their manager about it. If this does not sort the problem out or if you want to talk directly to our Customer Services Manager you can contact her at this address -
Lin Phillips
Customer Services Manager
Guildhall 1,Kingston,KT1 1EU
Phone: 020 8547 6104
Email: lin.phillips@rbk.kingston.gov.uk
We also have leaflet which explains how you can make a complaint. The leaflet is called Your Right to be Heard - How to Compliment, Comment or Complain.
This leaflet can be obtained from our Customer Services Team.
Where to go for an assessment or for more information...
To ask for an assessment, or for more information on the various services on offer go to Our services. Alternatively, you or your representative can contact -
Customer Services
Guildhall 1, Kingston, KT1 1EU
Phone 020 8547 6008 (Voice and Minicom)
Fax:020 8547 6153
Email cust.serv@rbk.kingston.gov.uk
You can also contact one of our Assessment and Care Management Teams listed under Contact us.
Teams can be contacted during usual office hours - Monday to Friday 8.45am to 5.00pm (4.45pm on Fridays).
Free leaflets, describing each service, are also available.
If you need urgent help or face an emergency out of hours, you can call us on 020 8770 5000.
What happens if you do not qualify for any services...
There may be times when we cannot help you, but we may be able to put you in touch with another organisation, either locally or nationally, which can help you. You can find a list of local and national organisations by clicking here.
Also see: