Praise has been given to lawyers acting on behalf of clients with dementia and mental illnesses.
However, the survey commissioned by the Legal Services Board also revealed that vulnerable consumers found dealing with legal professionals difficult.
Most pleased with the legal services they received were dementia sufferers, with the majority describing their experience as “extremely positive”. Mentally ill patients were slightly more modest in their feedback, describing their experience as “appropriate”.
Conducted by Research Works, the survey was based on the experiences of 60 individuals with dementia or mental illnesses as well as their carers. Commenting on the feedback, the researchers stated: “Their expectations – of being listened to and understood, and of receiving clear, helpful advice – were fulfilled and, despite some reservations about cost, most felt that they had received an appropriate service.”
Whilst the reviews were positive on the whole, the surveys revealed the presence of a small group that were dissatisfied, as well as the services not being taken full advantage of by dementia sufferers.
Certain participants found that the solicitor “failed to engage” with their issue, or that they failed to understand the advice being given.
There was also a feeling of being overwhelmed for respondents who believed their mental health issues created relatively low-level problems in legal service access. In relation to this first group, the researchers stated that this could be due to reduced levels of self-esteem and literacy skills, meaning they needed more time to process and voice concerns.
However, they mainly felt that satisfied in that meeting their needs was achievable, along with the changes which needed to be made. This group also felt that they were provided with the opportunity to widen their legal knowledge.
For those who thought their illness caused “relatively significant difficulties” in legal service access, there was a call for explanations to be reiterated as well as further “regular and consistent” communication.
Whilst there was concerns about a focus on physical impairment as well as respondents being bombarded with information, researchers noted significant concerns in relation to legal service access. This was also indicated in the heavy reliance on free advice services among those who took part in the survey.
Researchers also highlighted that there was confusion around Lasting Powers of Attorney and how respondents would be able to create one – an issue which has been highlighted in a recent YouGov survey.
“However, there is also evidence that respondents felt confused about the services on offer, particularly in relation to lasting power of attorney.
“Respondents did not perceive legal services providers as offering clear, simple information explaining what services were on offer to help them achieve a lasting power of attorney.”
