Lisa is 58 years old and has reduced mobility and dyslexia. She was referred to our HertsHelp Information & Advice service by her aunt who was concerned that following the reduction in her Personal Independence Payment (PIP) Lisa may not be able to pay for the support she needed. Her aunt was also concerned about Lisa’s home environment and hoarding tendencies. HertsHelp made contact with Lisa to discuss her situation.

Lisa confirmed she had problems managing her paperwork and that there was a lot of clutter in the home, which she found difficult to keep on top of. She was concerned she may fall and not be able to get up. The HertsHelp adviser spoke to Lisa about accessing Citizens Advice Bureau (CAB) support to look at her PIP application, but Lisa felt unable to attend an appointment and didn’t know what paperwork to take with her. With agreement, the HertsHelp adviser made a referral to the CAB home visiting team who would be able to go through the information required.

The HertsHelp adviser spoke to Lisa about getting a pendent alarm to call for help if she had a fall. Lisa thought this was a good idea, but felt anxious about receiving more paperwork to complete, so the adviser suggested the support of a Hospital and Community Navigator who could help with this and would also be able to help review her paperwork and highlight the important documents, particularly in relation to her PIP application and health appointments. Lisa agreed to this referral.

The HertsHelp adviser also highlighted the Care4freedom hoarding service, but Lisa felt this was unnecessary and declined information about community activities to get her out of the house and involve in the community.

On follow up with Lisa (and on reviewing the file notes), the Navigator had visited Lisa and supported her to complete the Careline application form. The Navigator has also begun to review her paperwork and pull out the most important documents ready for the CAB visit to help with PIP application.