Publication - Research and analysis
Social Security Experience Panels - Seldom Heard research programme: end of life
This report presents the main findings of the first wave of research with bereaved people and those at the end of life as part of the ‘Seldom Heard Voices’ research programme.
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What's next?
The chart below summarises the barriers that carers and care experienced people faced, the corresponding enablers and suggested improvements and sets out the action Scottish Government and Social Security Scotland will undertake (or has already undertaken) to address these barriers.
| Barriers | Enablers | Action |
|---|---|---|
| Lack of awareness of benefit eligibility | Greater awareness of benefits | A general duty to promote the take-up of devolved benefits is enshrined in the Social Security (Scotland) Act 2018. Social Security Scotland and the Scottish Government to date have published two take-up strategies that set out all the activity and engagement being undertaken to ensure awareness of benefits improves. Social Security Scotland will build on these findings by carrying out further research to identify and explore how best to communicate and market benefits to hard-to-reach and marginalised groups. The results of this research will be used to develop bespoke communication and engagement plans to support communication activity. The findings from this research have been fed into the consideration to implement a joined-up approach to improve access to information and support, and the importance of providing a range of communication options, in the work to develop Scottish Carer's Assistance, the Scottish replacement benefit for Carers Allowance. The intention is for the new benefit to reach more carers, and help carers find out about the wider support which is available to them. |
| Lack of certainty about support available | Varied communication preferences Interest in home visits |
For the benefits that have been and will be devolved to Scotland Social Security Scotland will offer a range of ways to apply for the benefits they deliver including online, telephone, paper-based or face-to-face. Further applicants will be offered support when applying for disability benefits. This multi-channel approach will ensure that those who cannot or choose not to adopt digital methods will not become isolated through technology. The findings on the preference for face-to-face support will be fed into the development of the Local Delivery service in local communities across Scotland. This service will be person-centred by providing local presence to meet people's needs in key locations where clients currently attend. Local delivery staff will provide pre-application advice and support to encourage people to take up the payments they are entitled to. |
| Challenging interactions with government agencies about benefits | Specialist and empathetic staff | Social Security Scotland and Scottish Government have gone to great lengths to ensure that fairness, dignity and respect are embedded in the new system. Our Charter was co-designed to ensure that what a good system looks like is set out in full. This system includes the need for staff to be knowledgeable and empathetic. The Charter Measurement Framework (also co-designed) monitors and reports on a yearly basis the progress being made against the Charter. |
| Application forms too challenging to complete without support | Clearer and more readily available information | Social Security Scotland has introduced inclusive communication approaches in all its work; working towards clear and accessible information, and a clear and transparent explanation of the eligibility criteria for each application form. Further, the design of forms and application processes are undertaken in collaboration with people with lived experience of the benefit being devolved. There is also a shorter, simpler application form for each of our new forms of disability assistance where the individual is applying through the 'special rules for terminal illness' route. Social Security Scotland has provided telephone and online services to advise clients on each aspect of the application processes. |
| Key role played by third sector organisations to access the benefit system | Scottish Government has published two take-up strategies that include engaging with advocacy organisations to address barriers to benefit take-up. The findings from this research will inform a targeted approach with these specific groups for the implementation of interventions committed to in the Benefit take-up Strategy. The findings from this research will be used to inform stakeholder engagement which communicates changes on Social Security Scotland benefits. Activities include workshops which bring together a wide range of organisations. These workshops involve various teams across Social Security Scotland working with third sector organisations. This engagement will help organisations to provide relevant and accurate information on benefits and their eligibility to their clients. |
|
| Financial and practical barriers when attending appointments | The development of the Local Delivery service will be person-centred by providing local presence to meet people's needs in key locations where clients currently attend. | |
| Long timescales for application processes | 'Fast-tracked' process in the context of a terminal illness | All individuals who are applying for disability assistance because they are terminally ill will be fast tracked to ensure the maximum support is available as quickly as possible. |
| Challenges experienced by carers: lack of knowledge of Carers Allowance and uncertainty of benefits after person with terminal illness dies | Greater advice for carers about financial future | Local authorities have a duty under the Carers Act to provide information and advice services for carers, including advice on income maximisation. When we launch Scottish Carer's Assistance, our replacement for Carer's Allowance, we will provide carers with information about wider support available to them. This will take into account particular stages of the carer journey, including when a cared for person dies. |
| More proactive financial advice from health professionals | The Second Benefit Take-up Strategy expands Welfare Advice and Health Partnerships through the funding of £2.9 million over three years to place welfare rights advisors in up to 150 GP surgeries in Scotland's most deprived areas. To date, more than 50 surgeries have begun to deliver this service, and all 150 surgeries will have an embedded welfare rights worker by January 2022. These practices will be able to refer patients directly to an in-house welfare rights officer for advice on increasing income, social security eligibility, debt resolution, housing, and employability issues as well as helping with representation at tribunals. |
Further to the next steps outlined above, Social Security Scotland will also undertake a full assessment of the impacts and corresponding actions required as part of their business planning and prioritisation process.
The Scottish Government is doing further research with Seldom Heard voices.
KSO Research Limited is doing a second wave of fieldwork with End of Life research participants. We will publish the findings in 2022. Participants are being recruited through stakeholder organisations. These organisations offer support to both adults living with terminal illness, their families and carers; and to people experiencing bereavement.
Contact
Email: Socialresearch@gov.scot
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