By Meike Beckford, Financial Advocacy Manager for Dosh
Between March and June 2016 we held an annual review. We asked the people we support and their families, support teams and care managers how we were doing. You can download the Dosh annual review 2016 results and read more about it here.
We were really pleased with the results overall. Almost everyone (97%) said they are happy with Dosh’s support. This includes people supported and circles of support.
“Since Jane has been [my brother] John’s* financial advocate there has been a huge weight off my mind. Jane is very supportive and explains things in a clear & concise way and supports staff to manage John’s money. Could not do without her!”
People said that we are meeting the Dosh Promise standards well, in particular keeping people’s money safe; people using their money to do the things they want and spending their money in the way they want.
People also said that we were good at being supportive, involving the people we support, getting to know them and being person-centred. This is a key part of what we do as financial advocates – we don’t just make sure the numbers add up (although we do do that!), we get to know the people behind the numbers and the lives they lead. This is why we co-created the Dosh Promise with the people we support. We support people to manage their money so that they can do what they want to do, achieve their goals and live happy lives.
From a social worker: “I believe that the support provided by Dosh reduces the risks of my client being financially exploited and also ensures that they are in receipt of their full benefit entitlement, whilst ensuring their savings are not detrimental to their benefits entitlement.”
There are of course also things we need to get better at and we’re always keen to improve the way we support people so this feedback is really important. Some people mentioned how quickly we process payments. In response to this, we have already got more people working on payments in our Dosh finance team and we have improved our standard payment times too.
We will also keep working with the people we support and their support teams to explain how we record decisions and make payments for bigger things. We use a best interest decision (BID) process with most people, if they can’t make the decision themselves. This protects the people we support and the people around them, but it can be a tricky process to get the hang of at the beginning. We are delivering more training sessions and workshops now to help people understand the BID process and help them get their BIDs cleared first time! If you’d like some training for your team, or want to know more about BIDs, please contact us.
Another team manager told us: “I am extremely happy with the service Laura* receives. Steph goes above and beyond, … [and] always ensures that she seeks Laura’s views and that Laura understands. She is person centred in her approach and Laura feels very comfortable with her.”
So, what’s next? We’re planning for our 2017 annual review now and thinking about how we can make our surveys and review process even more accessible. We want to hear from even more people and give them a chance to tell us what they think. We are also always thinking about how we can improve our support even more by improving our tools – for example our new financial profile that helps us get to know the people we support from the first visit.
If you would like to get involved in this or discuss your support from Dosh, please get in touch!
You can also download the results of the annual review 2016 here: Dosh annual review 2016 results
* Names of people we support have been changed.
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