An overview of adult social care

Managing your care

After your care needs assessment, if you have eligible needs, we’ll create a care and support plan. You will help put together your care and support plan, so be sure to share what you think and want. 

We will provide you with a copy of your care plan, as well as a copy for anyone else you want, such as your carer. We will make it clear how you can raise any concerns or questions about your care plan. 

Why are care plans important?

Your care plan should outline the care and support you need. This ensures you receive the right social care for your needs. It should cover:

  • What your needs are.

  • Outcomes you wish or need to achieve.

  • Which needs we will meet and how we’ll meet them.

  • Advice on how to reduce your needs, or prevent more needs from developing in the future.

  • The cost of meeting your needs.

  • Your personal budget showing how much money you need to pay for your care needs, if anything.

  • Details of any direct payment that has been agreed upon. 

What support will be included in my care plan? 

Your care plan is personalised to you, so what is in it will depend on your needs. Some types of support that might be included are:  

  • Adaptations or home equipment to make your home safer and easier to live in.

  • Help from home carers.

  • Time at a day centre, to meet people and socialise.

  • A permanent place in a care home.

What if I'm not happy with my care plan?

If you're not happy with your care plan or if you think the care isn’t right for you, talk to the worker who made the plan. You can ask for changes if you feel some important details were missed.  

If you’re still unhappy with our decision, you can make a formal complaint. You can contact us on 020 8901 2680. 

Care plan reviews and updates

We will review new or updated care and support plans after six to eight weeks. 

After this, your care plan should be reviewed at least once a year. It might be reviewed more often if needed. This ensures it meets your specific care needs. 

If your care plan doesn’t meet your needs, contact our Adult Social Care team. You can ask them for a review.

When should I ask for a care plan review?

If your circumstances change, or your current plan does not meet your needs,  you can request a review at any time.  

 

You might want to request a review if:

 

  • your health condition changes  
  • you are discharged from hospital
  • you are recovering from illness or surgery
  • you have changes in your mobility
  • you find it harder to manage daily tasks, such as washing, dressing  or cooking
  • you experience significant life events (such as bereavement or moving home)
  • there are changes to your carer’s situation
  • your financial situation has changed
  • your current care package is not working as planned
  • you feel your support is not helping you achieve your goals
  • you want to explore different options, such as using direct payments to employ a personal assistant

How do I request a care plan review?

To request a review, contact your allocated social worker or care coordinator directly. If you have a named worker, you can phone or email them.  You will need to explain what has changed and why you need a review.

 

If you do not have a named worker, you can:

 

  • Phone adult social care on 020 8901 2680
  • Visit your local adult social care office. This could be a day centre, library, or Conversation Café
  • Ask your carer, advocate, or family member to contact us on your behalf

What happens during a review?

There are two stages:

 

Initial conversation or screening

 

The team may contact you to discuss your situation.  They will want to understand what has changed before arranging a full review meeting.

 

Review assessment

 

A social worker or assessor will arrange to meet with you to review:

  • your current needs and wellbeing
  • your goals and outcomes
  • if your existing care and support remains suitable

What happens after a review?

After the review:

 

  • If your needs increase: Your care plan and personal budget / client contribution may change to give more support.
  • If your needs decrease: Your care plan and personal budget / client contribution may reduce to match your current situation.

 

We will discuss and agree any changes with you. Your updated care plan will be shared for your records. If your goals or preferences change,  you can use your budget differently. For example,  if you are on a Personal Budget you could switch from agency care to direct payments to a personal assistant.

 

Your budget should always be person-centred, proportionate, and outcomes-focused. It should enable you to live as independently and safely as possible.

How can I ensure a smooth review?

To ensure a smooth review, you can:

 

  • keep a note of any changes, challenges, or extra support you need. Sharing real examples is very helpful.
  • involve your carer, advocate, or family member. Their input is valuable.
  • ask questions if there is anything you don't understand.
  • ask for help if you need it. We can arrange an advocate or interpreter if needed.

After your financial assessment

After a financial assessment, you should know the amount you need to pay. You must pay this amount monthly. You will be sent a letter advising you of the outcome of your financial assessment.

What happens if your financial circumstances change? 

If your financial circumstances change, you need to tell us as soon as you can. You will need to complete a financial assessment form. You can also call us on 020 8736 6802  and we can send one to you. 

Review and appeal of charges

If you feel the financial assessment is wrong or doesn't match your situation, you can ask us to review it. You must submit all reviews and appeals within six months of the assessment date.   

First stage – The review

First, contact us to explain what you think is wrong. Please include any supporting documents. We will review the circumstances and contribution. We might ask you for more proof, like receipts, to support your review.  

A member of the financial assessment and monitoring team will check your assessment. This is to make sure that there are no mistakes in the calculation. It will also ensure all relevant income is included and any relevant spending is ignored. We will then write to you with our findings and decision.

Do you need advice or a review?

  • Call us to discuss your payments on: 020 4583 4047.
  • You can complete a review online. Please select the review option from the drop-down on the form. Or you can call us on: 020 8736 6802.
  • Call us to discuss your care in general on: 020 8901 2680.

Second stage – The appeal

If you are not satisfied with our decision, you can appeal for a second-stage review. This will be carried out by an independent panel. The panel will consist of two senior managers who will look at your circumstances.

You may be asked to provide more information to support your appeal.   

The panel may decide to:

  • Uphold the original assessed contribution. 
  • Reduce the amount of contribution. 
  • Waive part or the whole of the contribution for a set period. 

The panel will make a final decision on the amount of contribution in writing. This will be the amount you need to pay towards the cost of your care. You will still be liable for the charges until the appeal decision is reached.

Do you want to submit an appeal?

  • If you would like to submit an appeal, please email: jat@harrow.gov.uk. They will be able to send you an appeal pack.

Complain about your social care

Submitting a complaint may feel difficult. But, it's vital to ensure that concerns are heard and improvements made. We aim to address your concerns with empathy and respect.

We want to work together to improve the care experience. To submit a complaint, see our complain about your social care page.