Analysis of comments published on service summary cards 2017
Parent carers, young people and professionals after using any services on our Local Offer are able to leave a comment about their experience.
This feedback function enables:
- real-time feedback;
- an opportunity to acknowledge the support the service provided;
- information to feedback to commissioners;
- how the service could improve; and
- parent carers are able to browse comments to make an informed decision about whether to use the service
We remind everyone that the Local Offer is not the place to vent your anger. Please read the full guidance to 'commenting on services on our Local Offer' here.
Key themes identified include:
1. Feeling welcomed
- how they had been offered a tea, coffee and/or cake;
- had been welcomed with ‘smiling faces’;
- a ‘non-judgemental’ approach being adopted;
- being able to ‘chat’ and ask questions.
Some of these comments came from parent support groups.
2. Comments about staff and volunteers
Positive qualities reported by parents about staff were being:
- experienced and had a level of understanding;
- sympathy and empathy;
- caring and warm; supportive;
- accommodating and flexible;
- ‘brilliant at engaging’;
- and ‘make things fun’.
Parents really appreciated when staff did go ‘out of their ways’ and went the ‘extra mile’ for their child/young person.
Parents commented and recognised that some services ‘showed a level of understanding’ and had a good ‘handle on children with SEND’.
Some parent carers commented on, “there are people to help me get the best for my son.”
Parents may experience a ‘relief’ to establish support after the ‘battle’ of getting support put in place.
Another example of this is would be the word choice parents have used including, ‘like a guardian angel’ and ‘wonder women’.
3. Things that services did well
A parent expressed that it was not always easy for them to find an activity for their CYP with SEND.
Others expressed that some services ‘were a real find’. There may be a discourse and common theme that many activities may hence not be felt suitable for their CYP.
Parents expressed that they valued service that gave their CYP:
This in return improved their self-esteem and confidence.
Albion in the Community offers specific programs for various different needs. With a service delivering a sporting activity this may be seen as being a vital asset to having tailored groups versus just being pan-disability.
In addition to this Facebook has been recognised within this comment to ‘reassure’ all parents on the trip for regular updates. Further this, several support groups use Facebook platforms to network and share information amongst other parents. Facebook is seen as being a valuable method of communicating. “The Facebook Group is a fantastic resource.”
For children placed out of county opportunities and activities which enable them to ‘play with local children’ was recognized as a positive offer that the service provided.
Services who offered various sensory outputs / opportunities for families were appreciated as their CYP would go home “calm afterwards”.
Parents commented that they rarely went out as a ‘whole family’ is it was ‘difficult’. Furthermore, Time Aside has received multiple comments of ‘helping us as a family’. Through this activity everyone is felt included and that it is ‘fantastic for both my girls and me.
Parents reflected on Person Centred Planning training they received via Inclusive Solutions. They comments reflected that it was ‘refreshing’ to think of strengths versus negatives of their CYP. (Person Centred Planning Guides have been put together - view here ).
Services who worked together across multi-agencies well mentioned in one comment.
Joint agency working can support families and ensure that communication is shared across members. There is also repetition of again ‘being assigned’ someone / an individual within the service to support parents.
Being assigned may mean you have established a rapport and trust with the individual. Being able to go back to the same person to not have to ‘retell’ the story may be seen as a positive valuable experience for a parent. Another sub theme to the services working well would be that the service was knowledgeable. Parents felt that with further information they had ‘more strings up their bow’. Where parents may find it ‘difficult’ to find appropriate and relevant information for their CYP there is an appreciation of ‘finding out about stuff’ they hadn’t known about otherwise.
The expansion of knowledge also is invaluable, it has better ‘equipped’ parents, has built resilience, empowered and built confidence within parents.
Parents reported around the Education, Health and Care Plan that it was important for them to make informed decisions about their choices and options.
4. Parent Carer Wellbeing
Parents recognized and commented on the importance of some service giving parents a break which was much needed and some time for them to relax.
Parent carers relate to ‘knowing our son is having fun’ as being an important factor in them being able to relax.
5. Knowing your CYP is happy
Parents reflected that they “know their child is happy”.
Mentions of this theme included:
- The fact that their CYP loves going,
- ‘can’t wait to go back’,
- ‘loves it there’,
- ‘is a highlight of his week’
This is also met with families by a sense of feeling ‘lucky’ .
- Annual Report - West Sussex Local Offer
- More Pictures and Videos
- Press Releases for our Local Offer
- Events the Local Offer Officer attended 2017
- Mapping out services on our Local Offer 2017
- Analysis of the upper and Lower age boundary of provision on our Local Offer 2017
- Search function improved
- Top viewed services on our Local Offer
- Google Analytics
- Giving Feedback and Commenting about our Local Offer