Contracts Monitoring Framework Development

1. Contracts Monitoring Framework Development SERVICE USER SURVEY Social Care Procurement – Contracts Monitoring

2. Purpose, Aims and Objectives: • 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

3. Methodology • 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

4. What? Please tell us what type of things we should ask you about the services you receive No additional suggestions for responses were given in light of this question

5. How?How would you like us to ask you about the services you receive? No additional suggestions for responses were given in light of this question

6. Who With? Would you like someone to be with you when we ask you these questions? The category of ‘nobody’ was added by service users and was not an option on the original questionnaire

7. How Often?How often would you like to be asked about your service? No additional suggestions for responses were given in light of this question

8. 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

9. 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

10. Additional Feedback • User Involvement Manager • Strategic Manager • Quality and Performance Manager

11. 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

12. Summary • Children’s Services • Walsall 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