Contracts Monitoring Framework Development

Social Care Procurement – Contracts Monitoring

SERVICE USER SURVEY

Standard requirement of any contract monitoring process

Feedback on Service Quality

Input at Development Stage

How different service user groups want to be involved

Any current service user consultation processes

Purpose, Aims and Objectives:

Over 450 service providers 20 categories of contract, 1 from each 3 surveys per selected provider What? How? Who With? How Often? User Involvement Manager Children’s Participation Officers Strategic Managers Quality & Performance Managers

Methodology

What?Please tell us what type of things we should ask you about theservices you receive

What?

14%

16%

18%16%

18%

18%

Your assessment you had with yourallocated worker

Your care plan showing your needsand how they should be met

Your safety, security and healthwhen you receive your services

How you can comment, complain ormake compliments about yourservices

Whether you think you are treatedequally, with respect and with dignitywhilst receiving your services

Whether you think the service keepsinformation about you safe andconfidential

No additional suggestions for responses were given in light of this question

How?How would you like us to ask you about the services you receive?

How?

28%

14%

16%

10%

29%

3%

A postal questionnaire like this one

Calling you at home at a time thatsuits you

In a group with other people thatuse the service

Visit from a council officer at aplace that suits you

With your allocated worker duringyour annual review

Using the internet, email or SMStext messaging

No additional suggestions for responses were given in light of this question

Who With?Would you like someone to be with you when we ask youthese questions?

Who With?

24%

20%

32%

10%

4%

8% 2%

Somebody from the company thatdelivers the service

Your allocated worker

A family member or friend

Somebody independent who canrepresent you like an advocate

Somebody from the council

Nobody

No comment

The category of ‘nobody’ was added by service usersand was not an option on the original questionnaire

How Often?How often would you like to be asked about your service?

How Often?

3%

19%

28%

36%

14%

More often than every threemonths

Every three months

Every six months

Every year

Less often than every year

No additional suggestions for responses were given in light of this question

Additional Feedback

Mental Health Service• Is it appropriate to request feedback from all service users e.g. counselling• Meeting with Service Manager of Broadway North Centre• Paper Questionnaires• One-to-One Meetings• Service User Groups

Person Centre Learning Team (Learning Disabilities) • Difficult to obtain responses from service users• CLEAR Multimedia system• Some service user feedback already gained• Successfully used in social work reviews

Walsall Participation Charter

Consultation questions were distributed across the Participation Network

Some Network members chose to undertake the consultations using a questionnaire format

60 questionnaires were received back in the designated time

Information was also received from the Schools Charter Consultations which were undertaken with 76 KS1 & 2 pupils

Additional Feedback

User Involvement Manager

Strategic Manager

Quality and Performance Manager

Summary Adult’s Services• 60 surveys distributed and 34 returned• What?

• All areas equally important• How? – Two most popular responses

• ‘With you allocated worker during your annual review’ (29%)• ‘A postal questionnaire like this one’ (28%)

• Who with? – Three most popular responses• ‘A family member or friend’ (32%)• ‘Somebody from the company that delivers the service’ (24%)• ‘Your allocated worker’ (20%)

• How Often? – Two most popular responses• ‘Every year’ (36%)• ‘Every six months’ (28%)

• May be difficult to obtain responses even with support• Other methods such as ‘CLEAR’ interactive

SummaryChildren’s ServicesWalsall Participation Charter

• 13 questions• What would you like to get involved in?

• Planning and Decision making• How could we ask you things?

• Face to Face and Email/post/text• Who do you think we should share information with?

• Everybody, Whoever needs to know or Nobody• How often should we ask you what you think?

• Monthly, When Relevant, All the time• This work is appropriate to inform methodology but will not specifically engage service users to obtain feedback• Service user feedback is not collated or co-ordinated currently• Need to agree an approach suitable to requirements