Overview
The complainant, an advocate, (Ms C) raised a number of concerns on behalf of Mrs A about the financial assessment carried out by The Moray Council (the Council) to identify funds which could be taken into account towards the cost of residential care for her late mother, Mrs B.
Specific complaints and conclusions
The complaints which have been investigated are that:
- (a) Mrs A was not told that she required to provide information about closed bank accounts and was then criticised for failing to do so (not upheld);
- (b) Mrs A was not told that she required to tell the Council everything her mother, Mrs B, spent her money on. If she had been told this then she would have done so before the Social Work Complaints Review Committee (the CRC) (not upheld); and
- (c) Mrs A considers that had the Council provided sufficient information about what was required in the first place, the financial assessment process would have been much quicker and easier for her (not upheld).
Redress and recommendations
The Ombudsman recommends that the Council:
- (i) review their process to ensure that a written record is made and retained of discussions with and advice given to an applicant where an application for financial assistance towards the costs for non residential and residential care is made. A copy of the record, together with a copy of the competed financial assessment application form, should also be provided to the applicant;
- (ii) review their process to ensure that a record is made and retained of all subsequent meetings and telephone calls between Council officers and an applicant during the financial assessment process;
- (iii) review their process to ensure that a record is made and retained of meetings and telephone calls between Council officers and members of the public where a complaint has been made about the Council; and
- (iv) review their process to ensure that a copy of the minutes of a CRC hearing is provided to a complainant and/or their representative within a reasonable time.
The Council have accepted the recommendations and will act on them accordingly.