Mishal is in her early 30’s and was diagnosed with multiple sclerosis four years ago. She lives alone in a ground-floor flat. She works as an administrator but is currently off work having experienced a relapse. She has made a good physical recovery but is concerned that she will not be able to return to work because of the fatigue she is experiencing and also poor concentration and memory problems. She has had previous relapses and remissions, but has always managed to return to work successfully.
She telephones the local council’s information and advice service to find about what help might be available. From what she has read on the Council website she is unsure about whether she will be eligible for anything because she thinks that she might have too much savings.
She tells the information and advice worker that she wants to get back to work but feels that everything is “out of control” and that she can’t concentrate. When it is explained that she will have to have an assessment to determine whether her needs are eligible needs, Mishal becomes very despondent because she was hoping that the information and advice worker would tell her that she would be getting some help. Despite the information and advice worker’s best efforts Mishal does not seem to understand the process of assessment and care and support planning, let alone how financial assessment and charging works. It is suggested that she comes into the information and advice centre for a face-to-face discussion but she says it would be too tiring and stressful and that there is nobody who could help her.
It is agreed that the information and advice worker will get some advice about how to proceed and then telephone Mishal.