Ombudsman for Wales urges councils to enhance support for unpaid carers

An investigation by the Public Services Ombudsman for Wales has revealed shortfalls in how local authorities in Wales, including Flintshire Council identify and support unpaid carers.

Findings suggest many carers remain uninformed about their right to an assessment, leaving their own support needs unmet as they shoulder extensive responsibilities.

The report, released on Wednesday, reviewed services across Caerphilly County Borough Council, Ceredigion County Council, Flintshire County Council, and Neath Port Talbot Council.

Ombudsman Michelle Morris spearheaded the investigation, noting a critical need for councils to improve outreach to carers and for greater collaboration with health services.

Flintshire Council was commended for areas of good practice but, like other authorities, was advised on ways to expand and enhance carer support.

The Social Services and Well-being (Wales) Act 2014 entitles unpaid carers to a needs assessment when support requirements are present or anticipated.

However, the investigation found that in the four authorities reviewed, only 2.8% of carers have had a needs assessment, and only 1.5% received a support plan as a result.

This finding points to a gap in the system that could risk carers’ health and wellbeing if intervention is only available at crisis points.

Michelle Morris expressed concern over Wales’ reliance on unpaid carers, particularly as the number of carers is expected to rise from the current 10-12% of the population to an estimated 16% by 2037.

“Carers should be recognised and properly informed of their rights,” said Ms Morris.

“They should be supported in their role through early intervention to prevent care responsibilities from detrimentally affecting their health and wellbeing. No carer should only receive support when they have already reached crisis.”

Findings and Recommendations

The Ombudsman’s report acknowledges that while local authorities are consulting with carers on their needs, the quality of support varies widely across Wales. It highlights several key areas for improvement:

• Proactive Identification: Councils and health services should actively identify carers at the earliest opportunity, informing them of their rights and support options before they reach a crisis point.
• Improved Collaboration: Greater coordination between health services and local authorities is essential for ensuring consistent support.
• Data Collection and Quality Control: Accurate data and equality metrics are needed to better tailor and monitor support.
• Quality and Consistency in Needs Assessments: Authorities must ensure the quality of assessments, even when these are conducted by third-party organisations.
• Training for Staff and Partners: Councils should ensure staff and service partners are trained on carers’ rights and support needs.

The investigation emphasised that the learnings apply beyond the four local authorities to all 22 councils across Wales.

The Welsh Government has welcomed the findings, noting that the recommendations align with ongoing efforts in its Ministerial Action Group to enhance carer support nationwide.

Council Response

Flintshire Council, with its estimated 18,000 unpaid carers, expressed support for the Ombudsman’s findings.

Deputy Leader Christine Jones recognised the dedication of local carers and noted the council’s commitment to enhancing services.

“I am proud of the wide range of services we provide, both in-house and in collaboration with partners,” said Ms Jones.

“The Ombudsman’s recommendations offer valuable guidance, and we welcome the opportunity to improve.”

In Flintshire, support for carers is offered through Social Services and through partnerships with organisations like NEWCIS, which is opening a new carers’ centre in Mold next month.

NEWCIS provides resources including financial assistance, counselling, and training, aiming to help unpaid carers navigate their roles more effectively.

Claire Sullivan, Chief Executive of NEWCIS, called the report a welcome spotlight on carers’ contributions. “Our services are a lifeline for carers, and we look forward to reaching even more people in need,” she said.

The Ombudsman concluded by urging councils and health boards to actively reflect on their roles in carer support, stating, “Improvements across Wales will ensure that all carers, regardless of where they live, have their rights upheld and feel supported to continue in their roles.”