People First Programme
description
Transcript of People First Programme
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