Mr. A rang Counsel and Care to talk about his mother who has been living in a care home for seven years and has been paying the fees herself during that time. She now has less money to pay the fees and is nearing the upper capital limit, so may be eligible for some financial help. The advice worker explained the process of needs assessment to Mr. A. and, as he told her that his mother has dementia, she also explained the importance of the mental health care needs being explicit in the care plan that would be put together following the assessment. She suggested that Mr. A should contact social services now and then again when his mother's savings reach the upper limit. Our advice worker went through the financial aspects of care home fees in some detail and offered to send Mr A. a letter, setting out what she had explained, along with a range of relevant Counsel and Care guides, including some information about dementia.
Mr. A contacted us just over a month later saying the following: "I particularly appreciated the time you took to listen to me and the detailed and professional response you gave. The papers arrived a week after our call and, although complex, these are proving most helpful. With many thanks"
Other comments that we have received recently:
‘Received info. I could not obtain elsewhere. Your advisor on the other hand was an expert. I got the answers to ALL my questions, Well done!'
‘I was given advice to challenge the premature discharge of my mother (98) from hospital - she stayed for a further 15 days. Thank you.'
‘Your information was very valuable as I didn't know anything about what would happen about my dad going into care home. I have claimed for Attendance Allowance for him now. It was reassuring to talk to you.'
'Many thanks for your help. The information you sent is very helpful. I would also like to say how impressed I am with your organisation.'
‘I am so glad I contacted you. I have been so stressed about this but now I feel much better. I can see a way forward.'
'You are on my favourites list, you have been so kind, you have been an angel, I feel like you are a friend now'
‘I am so glad I contacted you. I have been so stressed about this but now I feel much better. I can seea way forward. You are the only organisation I have talked to that has made any sense'
‘I was [sic] never heard of you before and it has been a wonderful discovery - thank you for existing'
‘Are you just a charity, that speaks volumes doesn't it, what a brilliant service, I feel so much more confident about dealing with these issues now from all the excellent advice you have given me and from your website'
‘The issue I received info and advice about is a complex one and not easily resolved (how to protect myself and my living situation as an unpaid carer should my mother's needs mean she'd be better off cared for elsewhere). By the end of the call I understood the legal context, future changes of relevance and what my options are.
I found the depth of advice/knowledge very useful and written resources were later emailed to me following the call. I now need to take action based on the info and advice received. I'd tried a few other sources of info but nowhere else gave me this depth of advice. Extremely useful.'
‘Working my way through the tangle of facts & misinformation, Counsel and Care were clear, concise, accurate and honest. There are no words to describe my gratitude and relief' and in response to how could the service be improved
‘ I honestly cannot fault it, and the system of making a phone appointment so that the adviser can research a bit is brilliant - no frustration. You come off the phone with knowledge rather than confusion'
"It ended in a positive result. Without [the advice worker] the situation wouldn't have been resolved."
"All very helpful and positive. Carry on the good work. I would definitely recommend you to others."
‘Many thanks for your help. The information you sent is very helpful. I would also like to say how impressed I am with your organisation.'
Feedback about our service - we would like to hear your comments about our advice service.