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Listening and learning

Customer satisfaction

We use a range of methods to capture our service users’ feedback and views and shape our services. This executive summary highlights key points from the analysis of customer feedback received in 2014/15 including compliments, comments, concerns and complaints.

Compliments

The total number of compliments received increased compared to the previous year (360 compared to 341 in 2013/14).

Comments

The Department for Children, Adults and Health actively gathers feedback from our customers through methods including stakeholder events, consultations and focus groups.

This is vital in understanding our existing and potential customers’ views and shaping the way we deliver services. Feedback and examples of what we did to address what customers told us they wanted follows in the next section.

Concerns

The number of MP enquiries received during 2014/15 increased to 227 compared to 217 in 2013/14. The majority of the enquiries were again about housing services.

Concerns fell in 2014/15 (175 compared with 202 in 2013/14). Of the 175 concerns received only 3 moved into the complaints process.

Complaints

The department saw an increase in the number of complaints received during 2014/15 (271 compared with 225 in 2013/14). Of the complaints which reached completion during the period, 49 percent were upheld or partially upheld, 43 percent were not upheld and 8 percent were inclusive.

Seven formal enquiries were received from the Ombudsman during 2014/15 (six in 2013/14). The Ombudsman recommended further action in one case but was satisfied with the actions or proposed actions of the local authority in the other six cases.

You said, we did

Examples of comments received in 2014/15:

Users of our Smokefree South Gloucestershire stop smoking service told us that a text reminder of their appointment would be useful. We’ve updated our customer database to enable a text facility. This is currently being trialled and will be available to all Smokefree customers soon.
We needed to find packages of care faster for delayed hospital discharges. We set up the Premier Hospital Discharge service for specified rural areas to ease winter pressures & aid quick discharge.
The Patchway Dementia Action Alliance asked us to look into making toilets that are for public use more dementia friendly We are working to make all of our public toilets dementia friendly.  We worked with colleagues in our Environment and Community Services Department and people living with dementia to establish the best things to do. This information will be in all 14 public toilets by late summer.
Clients referred to the integrated care project told staff that a big problem for getting out and about was accessing the toilet when needed urgently. We created a local Can’t Wait card that can be shown to businesses with a request to use staff or non-public toilets or to use the toilet without purchasing anything. We are contacting business to inform them of the scheme and will distribute cards through trusted partners.
A member of the Chinese community mentioned that there is still a stigma and reluctance in the Chinese community to obtain a diagnosis and to seek help. We spoke with a member of the South Asian community who said things were similar in that community.  We are holding a Happy Memories Event to share with the importance of diagnosis and to understand the issues in each different community.
A carer at the Carers Advisory Partnership raised concerns that carers who have received a carer’s assessment may not prioritise their needs without a reminder about re-assessment. This would be a preventative action to support carers in looking after their health and wellbeing. A new process was introduced whereby carers are sent a review assessment form on the anniversary of their assessment. They are invited to complete the review independently or with the support from the Carers Support Centre.
The Deaf, Deafened and Hard of Hearing group suggested: develop a better understanding of the deaf community and how they are meeting their needs, and any gaps in services A start and finish’ group led by the Department of Work and Pensions (DWP) and South Gloucestershire Deaf Association (SGDA) is looking at access to work for the DD&HH community.  Action points have been agreed, which should help with promoting awareness / understanding of the access to work process, for the DD&HH community.
Provide an opportunity for people with learning difficulties, family carers and staff to find out about the range of support, activities and opportunities available in the community The Valuing You event was organised to raise awareness of the role of the Learning Difficulties Partnership Board and to showcase what’s on offer for people with learning difficulties to keep active, well and connected.  Approximately 500 people (including stand-holders and workshop facilitators) attended. A wide selection of workshops including drumming, fencing and street dancing provided an opportunity to try new activities and hobbies.
Provide a forum for people who have had experience of Mental Ill Health and their carers to work with professional to make sure that they have a voice in developing services and support available to them The Mental Health Service Users and Carers Forum was set up 12 months ago and is co-chaired by a person who has experience of mental health services. The forum invites guest speakers to their meetings to discuss issues and provide feedback. They have also developed an action plan which looks at ways of how they can raise awareness of mental health and how to engage with others.
The Autism Planning Group felt there was a need to raise awareness of autism and support the general public in having a better understanding of the condition. The group successfully applied for a grant from the Department of Health to develop a project that built upon the newly developed autism advice and information service in South Gloucestershire by extending the reach of the service by taking the service out into the community including the semi-rural priority neighbourhoods. Working with the mobile library a paid facilitator has been supporting people with autism/Asperger’s syndrome to talk to people about Autism and provide information if they are not receiving support.
The DD&HH group feel that more should be done to promote the availability of hearing loops. Group members are looking at ways to map the availability of hearing loops. Early mapping has been done and plans are in place to develop these.

 

Further information can be found in our Annual Report on Complaints and Representations: www.southglos.gov.uk