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5. Listening and learning – hearing the voices of our service users

Customer satisfaction

We use a range of ongoing 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 2015/16 including compliments, comments, concerns and complaints.

Compliments

The total number of compliments received fell compared to the previous year (289 compared to 360 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. See page 17 for feedback and examples of what we did to address what customers told us they wanted.

Concerns

The number of MP enquiries received during 2015/16 was broadly similar to the previous year (220 compared to 227 in 2014/15.  The majority of the enquiries were again about housing services.

The number of concerns received was also broadly similar to the previous year (172 compared with 175 in 2014/15).  Of the 172 concerns received 8 moved into the complaints process.

Complaints

The department saw an increase in the number of complaints received during 2015/16 (324 compared with 271 in 2014/15). Of the complaints which reached completion during the period, 14% were upheld, 35% partially upheld, 47% were not upheld and it was not possible to reach a finding in 4% of complaints.  This is a similar picture to the previous year.

Six formal enquiries were received from the Ombudsman during 2015/16 (nine in 2014/15).  The Ombudsman recommended further action in one case but was satisfied with the actions or proposed actions of the local authority in the other cases.

Examples of comments received in 2015/16

You said We did
We need to understand more about Dementia when we have just had a diagnosis We continue to provide Dementia Roadshows at different times in venues across South Gloucestershire.  We are also working with GP surgeries to run local information sessions at GP practices
The Deaf, Deafened and Hard of Hearing Group said we need to ensure people with a hearing impairment know which local businesses provide hearing loops that work We continue to promote the availability of hearing loops and after a mapping exercise in Yate we are now mapping Thornbury
The Low Vision Group said that they didn’t understand the various places and partners they have to see to get a diagnosis and appropriate equipment We are working with various partners to map the low vision pathway to understand and simplify it
First Contact is a useful place for us to find out about services We made further improvements by updating the postcard and added new partners
Ensure that Primary Care and specifically GPs are included in the discussions regarding service modelling We are working hard with Primary Care to ensure that we engage effectively with them. There is significant work being undertaken pre commissioning to try and agree a model for Substance Misuse Services (SMS) delivering in these environments including Pharmacies
We would like the opportunity to attend a Diabetes Prevention group but would like a choice of days and times The X-PERT Prevention of Diabetes course was extended to offer different days and times
Following completion of the six week Diabetes prevention course we would like continued support from the Health and Wellbeing Team Bi-monthly emails or letters are sent to patients post course.  ‘Reunion’ dates were also agreed to ensure face to face support continued
We would like to be able to bring someone with us to the prevention of Diabetes course All those attending the course are invited to bring along someone for support.
During the sexual health services reprocurement consultation the following feedback was received:
  • Respondents were very strong around the need to support young people both through specialist services and ensuring all support is young people friendly.
  • We strengthened the requirements in the new service specification to meet this need, and also  additional questions in the Invitation to Tender.
  • Respondents said that for online services there must be highly assured confidentiality and data security arrangements plus the ability to effectively signpost people elsewhere if they do not want to access support in this way, for example a preference for face-to-face help.
  • We included additional specific requirements to meet this need in the service specification and in the Invitation to Tender questions.
  • Respondents said that meeting the needs of both young people and vulnerable groups should be the priority in any new service.
  • The new service specification requires new provider/s to ensure that “the sexual health of young people and vulnerable groups will be prioritised in the sexual health system and across the network.” The ability of potential providers to do this effectively will be measured throughout the procurement process and beyond with regard to contract monitoring and evaluation
It would be easier to locate a walk if Walking for Health and Stepping Forward walks were in the same booklet. The new walks booklet for July-October 2016 is in a simpler format and incorporates both types of walks.
We’d like to have after-school clubs about healthy living. We have held ten after-school REACH (Rethinking Eating and Activity for Children’s Health) for children during 2015-16, leading to at least three courses for the whole family.
We (parents) would like to run together from school. We set up nine School Gates running groups in 2015-16, providing up to eight coaching sessions and a free place on a coaching course for each school.
We want improved information about local services with referral information We added new content to the South Gloucestershire Council Website and produced a local information sheet signposting to services
We want human support to access services rather than just web based information We commissioned a Community Connectors service to give personal support and information
We want to contribute to improving mental health in South Gloucestershire We developed the mental health champion role
There should be better joint working between mental health and substance misuse services We developed training and jointly commissioned services with the drug and alcohol team
We want more opportunities to enjoy sport, music and nature We have commissioned a local wellbeing college which will offer a range of activities
We want a better spread of services and support groups across all of South Gloucestershire The wellbeing college and community connectors have been commissioned to cover the whole of South Gloucestershire
We want reduced waiting times for talking therapies Our local talking therapies service has recruited waiting list coordinators
We want more support post talking therapies Our local talking therapies service has agreed to signpost to community connectors and the wellbeing college
We want more consistent high quality care and signposting from healthcare staff, in particular GPs We have produced a draft briefing paper for GPs and other healthcare staff informing them of local mental health services
We want quicker diagnosis and better post diagnostic support for people with ADHD and on the autistic spectrum We have commissioned post diagnostic support for people with autism and have started conversations with people with ADHD about how they can form a local peer support group

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