Service User Feedback
AMENDMENTThis chapter was fully updated and re-titled in July 2017.
A number of tools have been developed in order to obtain feedback, in particular from children who are Looked After, in order to ensure that plans and services are responsive to their views. Children are asked to complete 'All About Me' documents as part of both Children Looked After (CLA) and PEP review processes. For children in foster care there are feedback forms that give children an opportunity to comment on their experience of being in foster care and forms that enable them to share their views as part of the foster carer review process.
CSC also seeks to learn from complaints and compliments from both children and families in receipt of services. Complaints that escalate to Stage 2 of the Complaints process are reviewed by the Quality Assurance Unit (QAU) so that any learning can be shared across CSC.
Children and families often provide informal feedback in relation to the services they have received. It is important that we continually seek to promote this as their views should inform future developments and be central to case planning. However a more formal process is being developed to ensure that their views are captured and to enable feedback to be provided confidentially if desired. Service User satisfaction surveys are being developed that can be completed online, via text message or sent as hard copies to children and families. A Pre-Paid envelope will be sent out with every paper survey to ensure ease of return.
Completed surveys will be collated by the QAU and will be reported on, evaluated, analysed and the findings incorporated into the planning process for Children's Social Care.
It is intended that the use of surveys should be considered:
- When a specific service has ended;
- When services are continuing but case responsibility is changing from one team to another within Social Care;
- When involvement is closed.
All staff working with Service Users should inform them about Satisfaction Surveys prior to ceasing their involvement and encourage them to complete and return the form.
Where English is not the service user's first language, translation of Satisfaction Surveys can be arranged. Similarly adapted versions can, if required be made available to take account of specific disabilities or needs.