Sometimes people need help from Social Services.  Some people only need help for a short time while others need help all their lives.
 
When you contact us, you can find out:

• who is entitled to our services;
• what standards you can expect from us; and
• how to comment or complain

We aim to:

1. Make sure that the help we give is of a high standard and gives people positive results.
2. Develop new services (or improve existing ones) such as Extra Care Housing, a new approach to reablement. We will create many of these new services will the help of health colleagues and a model of intensively supported living for learning disabled adults.
3. Increase the number of people receiving direct payments so that more people can be in control of their own care.
4. Improve the protection of vulnerable adults.
5. Improve how we provide services with independent and voluntary organisations and how we check the standards of these services.
6. Improve how we work with other councils and partners to deliver services together including domiciliary care, services for people with learning disabilities and developing a colocated model of health and social care services.

What happens to information we have about you?
Denbighshire County Council is a registered user under the Data Protection Act.  We are required to hold and process information about all people under strict guidelines.  Any information that we have about you will be treated confidentially and your details will be held safely and securely.  There are guidelines that must be followed by Social Services if it is necessary to share information about people. 
 
Quality Assurance Reports
As a department we regularly ask service users how satisfied they are with services they receive. This is done using postal surveys or one to one interviews usually at an annual review of services. We ask questions about how well we are achieving our own standards, about the outcomes arising from the services provided and the difference those services have made to a person's independence and quality of life. The Quality Assurance Team compiles the information into reports which are used to drive improvements and to inform Adult Services Quality and Commissioning Strategies.

For information about which reports are currently available, please contact:
QA Team
Ty Nant
Nant Hall Road
Prestatyn
LL19 9LG

Telephone: 01824 712800

Email:firstcontactteam@denbighshire.gov.uk

The standards to expect
This section explains the minimum standards you should expect when you receive services from Social Services.
     
This information is available in leaflet form, in large print, audio tape and Braille from the Communications Assistant at Brighton Road.
 
Courtesy and respect
You can expect to be treated with courtesy and respect. This means:
• you should be given the name of the person you are talking to;
• you should expect that your cultural and religious beliefs will be respected;
• you should be called by your title unless you ask us not to.

Confidentiality and privacy
You can expect that information about yourself will be treated as confidential. This means:
• staff will only discuss your needs with people who need to know;
• if you do make a complaint only the staff directly involved will know the details.

Information
You should expect that you will have leaflets which explain the services that you are receiving, or might receive. These might include:
“We would like to hear your views on the services we provide”
“Social Services for Adults”
'Welfare Rights'
'Contacting Social Services'
'Direct Payments'

You should also have access to basic advice about social security benefits you might be entitled to.

If you are assessed as needing a service you can expect:
• a copy of your assessment if you ask for it;
• a copy of your Care Plan;
• the name of the person responsible for your case and the date of your next review;
• an estimated amount of the charge for your services (if you are going to be charged) followed by a  written calculation.

Communication
You should expect full communication with staff in the Social Services Department. This means that you can expect:
• To be able to communicate in the language of your choice, as a minimum this will include Welsh, English and British Sign Language, both during your assessment and when you receive your services. We will make every possible effort to communicate in other languages if requested.
• To be able to speak to the person responsible for your case, if this is not possible you should leave a  message and your call will be returned.
• In an emergency, and out of office hours, to be able to speak to a Social Worker from the Emergency Duty Team.

Involvement and participation
You should expect that:
• you are fully involved in discussing the services you will receive;
• if you have a carer, he/she will be asked their views and offered a separate assessment;
• the number of people involved in your care will be kept as low as possible;
• if another meeting is needed then the date of this meeting will be discussed, and agreed, with you.

Staff
You should expect that the staff assessing your needs will:
• produce an identity card;
• have a relevant qualification and/or experience;
• have regular support and training.

Response times
You should expect that:
• we will contact you within 5 working days to arrange an assessment of your needs - within one  working day if it is an emergency;
• your telephone calls will be returned within 1 working day;
• your letters will be replied to within 10 working days;
• if you make a complaint we will contact you within 5 working days to let you know how your  complaint will be dealt with.

If you are assessed as needing a service:

• your services should start at the time we agreed with you;
• you should receive a Care Plan within 10 working days of your services starting;
• you will be sent a written calculation telling you whether you have to pay charges for services, and if so how much;.
• the calculation will be sent within 10 days of us receiving
the correct financial information (this only applies to services that we charge for);
• your needs and services will be reviewed at least every year - reviews will also happen sooner if needed;
• if you are assessed as needing equipment that costs less than £1,000 this should be delivered within 3 weeks of your assessment.

Alternative Providers (pdf, 1,449.11 KB)   
Charges list for non-residential services (2011) (doc, 56.83 KB)   
Domiciliary care charges (pdf, 173.94 KB)   

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