Non-discretionary funding communications review - People Bank Involvement

What our user testers said

How we responded

Overall 

There was varied feedback on the drafted letters with comments suggesting a need for greater clarity and consistency. One respondent found the letters “very muddling on how the system works”, whereas another said they were “carefully written, clear, and most importantly, polite”.

Areas that were highlighted as needing further clarity and more simplistic explanations were:

• if someone is under the threshold of having help to pay their care home fees, and
• if someone has just become the deputyship/power-of-attorney representative

Another respondent queried our reference to a phone call in the opening paragraph of each letter.

Overall

To address the points made on the overall content of the letters we:

• Reviewed the wording to improve clarity.
• Updated the wording to be more consistent throughout.

Additionally, we retained reference to a phone call as this will happen in most cases. The team will edit this if a phone call does not take place.

Letter 1 - Start letter

We recieved the following comments:

Letter 1 - Start letter

In response, we made the following changes:

1.1  Are you assuming that people who are appointed court protection deputy/lasting power-of-attorney responsibilities know how the system works? Would the representative be aware of their responsibility for acting on behalf of the person?  

1.1 Added an opening line to give context that there would have been a phone call before the letter. The person should be aware from the phone call with the Revenue Team and discussion with the Social Worker. We also have the links to the government website with information on Deputyship.

1.2 You have given internet links for people to read about how to become a deputy or lasting power-of-attorney. Some people don’t have access to the internet, so would you send them information in print form so they can read up about it?  

1.2 We would not send printed versions of the online information about becoming a deputy or registering a lasting power of attorney as standard. During the call, they are asked if they have visited the government website about this. If they advise us that they do not have the internet, these can be printed. As they are around 24 pages long, it would not be reasonable to send these to all. 

1.3 Redraft the text relating to repayment of fees when the deputyship order/power of attorney is registered.

1.3 We have redrafted the text on fee repayment.

1.4 Should the point about different languages and formats come earlier in the letter, so that readers will be aware of it sooner.

1.4 We have left this information where it is, as this is where we usually present this information in all ESCC communications (for example, when outlining overviews of surveys or consultations). Also, our records should show if someone needs information providing in a different format and we will always try to meet this need proactively.

1.5 Move the text about further information on applying for deputyship, so it sits below the letter signature.

1.5 We did not move this but instead added a sub-heading (“Applying for deputyship / Registering an LPA”), so it’s more prominent.

1.6 Suggested changes to wording about paying care home fees.

1.6 Updated wording for clarity that ESCC is paying care home fees.

Letter 2 - under thershold

We received the following comments:

Letter 2 - under threshold

In response, we made the following changes:

2.1 The £23,250 threshold: you need to explain what it includes: e.g., investments, money in building societies and bank accounts. This would remind the representative how the final figure is calculated.   

2.1 Changed wording to £23,250 in ‘savings and assets’. This is the language used across the webpages to explain the capital threshold.

2.2 Explain more clearly that payments will be stopped. When someone becomes responsible for representing a person this can be overwhelming; better explanation would ease understanding.

2.2 Split the letter into headings and added a line that our payments to the care home will end when authority is granted.  Advised that we will call to confirm the end date of payments.

2.3 Make it clearer to whom the last payment from the Council is made.

2.3 Added the reviewer’s suggested note to reflect that this is to the care provider.

2.4 Add contact details for the Accounts Receivable team.

2.4 Added a line containing a phone number for the Accounts Receivable team.

2.5 Suggested changes to wording about sending ESCC evidence of application to the court of protection.

2.5 Used the suggested wording to make the instructions clear based on whether the application is made by post or online.

2.6 Suggested changes to wording such as changing “amount you need to pay” to “amount to be paid”.

2.6 We did not make these changes as they use the passive tense. It is ESCC standard in letters to use the active tense and we have kept this in.

2.7 Across letters 2,3 & 4 it was highlighted that the wording around non-payment was inconsistent.

2.7 Redrafted the wording about non-payment and used this consistently across all the end letters (letters 2, 3 & 4).

Letter 3 – full cost

We received the following comments:

Letter 3 – full cost

In response, we made the following changes:

3.1 The explanation that we will be continuing to pay the person’s care home fees is muddled. 

3.1 Changed this wording to try to make the explanation clearer.

3.2 Explain more clearly that payments will be stopped (see Letter 2, point ii above).

3.2 Changed the wording in the ongoing payments section to try to make this clearer.

3.3 Make it clearer to whom the last payment from the Council is made.

3.3 Added the reviewer’s suggested note to reflect that this is to the care provider.

3.4 Add contact details for the Accounts Receivable team.

3.4 Added a line containing a phone number for the Accounts Receivable team.

3.5 Include reference to factsheet for those whose care is fully funded.

3.5 Added information about the factsheet and its contents.

3.6 Suggested change in wording from using ‘them’ to stating ‘the care provider’.

3.6 Added the reviewer’s suggested change to clarify that we are referring to the care provider.

Letter 4 – regain capacity, full cost

We received the following comments:

Letter 4 – regain capacity, full cost

In response, we made the following changes:

4.1 This needs to explain better if the person has responsibility for their own finances taken over but is still under the threshold of £23,250.  On all the letters it’s explained that the person representing the individual is responsible for paying the balance of the care home fees. 

4.1 No changes made as this letter is for over threshold and there will be a different template for under threshold. The under-threshold letter will use the same initial wording from this letter about capacity, and different wording about ongoing funding when under the threshold.

4.2 Explain that the money currently owed to the Council does not include the final payment.

4.2 Added a line to explain that the total currently owed excludes the final payment.

4.3 Suggested change to state that the final payment is to the care provider.

4.3 Added reviewer’s suggestion to make it clear that the final payment is made to the care provider.

4.4 Add contact details for the Accounts Receivable team.

4.4 Added a line containing a phone number for the Accounts Receivable team.

4.5 Amend heading to read “Ongoing payments and Care”.

4.5 Amended the heading to read “Future payments for care”.

4.6 Add text to make it clearer that we have given the person’s contact details to the care provider to enable them to invoice.

4.6 Updated wording to clarify that the sharing of contact details is to enable invoicing.

4.7 Include reference to factsheet for those whose care is fully funded.

4.7 Added information about the factsheet and its contents.