People First Programme

Social Care & Inclusion – Adult Services

Access and ResponseService

Consultation feedback

We asked would this be betterYou said….

• People said it needs enough staff to make it work

• People don’t want 0845 number, need an ordinary 01922 number

• Some people would need different arrangements to contact us

• People aid it would be useful to check how well things worked out for people after they contacted us

We Did

• We have checked carefully how many staff we will need

• We will not use a 0845 number

• We will have lots of different ways for people to get in touch

• We will have a system to check how well this is working

You also said….

•People felt that there should not be long waiting times for calls to be answered

•People did not want a queuing system or automated messages.

•The service should aim for 100% customer satisfaction and this should be checked often.

•The service needed to think about those with different communication needs.

We Did

• People will not have to wait along time

• There will not be a queuing system

• We will aim for 100% satisfaction

• We will offer lots of different communication routes

We asked you about your experiences You Said

• Service should be like the Centre For independent living

• There is nowhere to go if you don’t need a social worker

• Need to talk to a person

• People should have free calls, or a call back service

• Need to have enough telephone lines

• The staff need to make people feel like their call is important

We Did

• You will always talk to a person

• People will ring you back if you need them to

• Staff will be trained to listen

• We will not book ordinary appointments for social workers at this time

You also said….• People had bad experiences with contacting

teams such as the mental health crisis team.

• People need customer care training

• Staff need to understand different communication needs

• Reviewing and monitoring of the service is essential.

• Remove the need to wait for budget approval

• Don’t keep people waiting more than 1-2 minutes

We Did

• We will learn from peoples bad experiences

• We will train all staff to a high standard

• We wont keep people waiting for long before answering the call

We asked how should this workYou Said

People made a number of suggestions about how the service should be contactable these included:

• Email• Telephone• Text message• Minicom• Letter• Type talk • Website direct link• Via community alarms • fax• Speed dialling• Video phone • face to face contact should be considered

in a central location

We DidPeople will be able to contact us through: • Email• Telephone• Text message• Minicom• Letter• Type talk • Website direct link• Via community alarms • fax• Speed dialling• Video phone • face to face contact (as required and

not in the access centre)

You also said….

• 8am until 8pm was felt to be a good

• Consider whole days on Saturday

• Look at opening on a Sunday

• Give a different number for workers to ring

• Priority referrals from third sector agencies.

We Did

• We will review opening hours and use of the service once its fully operational

• We will look at how staff get through to us in the centre if they need to

You also said….

Monitoring the service was seen as important options:

•Call back monitoring

•Mystery shopping

•Surveys

•Follow up calls

•Asking at the end of the call

•Talking to service users and carers

We Did

• We will out a system in place to check what user and carer experience of the service is

You also said….

• Service users and carers should be involved in training staff

• The office should be environmentally friendly, paper free

• Information on access in all formats

• The group to help plan the launch and visit the centre

• What happens with Disability Facilities grants funding

• Can call navigators book appointments into allocated social workers diaries

We Did

• We will look at ways of involving users and carers in training for staff

• We will look for environmentally friendly ways of working

• We will arrange for you to be involved in a site visit and the launch of the service

• We will not be booking appointments in diaries for allocated workers at this time