Rotherham SENDIASS

• Feedback opportunities need to be more varied to try to capture the voice of service users by different means.
• For the team to ensure service users are provided with information around our impartiality and experience this throughout all the service they receive.
• For Service Users receiving a level 1 or level 2 service via the advice line to be provided with the time needed to ensure the service user is clear on their route forward. This is supported by the following service user comment ‘Once I got to speak to someone and I pushed for more information, my worker did know more than was initially offered.’
• To consider Service Evaluations on a termly basis to see if this starts to improve prior to making any service adjustments.
• To ensure there is a clarity of what the service offers. This is supported by a feedback response stating ‘I contacted SENDIASS when my grandson was permanently excluded from school, unfortunately I was expecting more from it. Although the assistance and advice I was given was invaluable the whole concept that SENDIASS should represent [at the exclusion meeting] is non-existent’

As word of mouth is an important factor in parents using the Service parents were asked for quotes that could be used on service literature. The comments from this financial year have been added to a presentation which can be found on our website.