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SOCIAL SERVICES,
HOUSING AND BENEFITS SELECT COMMITTEE – 7 OCTOBER 2003 RESULTS OF THE CUSTOMER SURVEY/FOSTER CARE
FOCUS
REPORT OF THE
PORTFOLIO HOLDER FOR SOCIAL SERVICES AND HOUSING |
To receive the results of a three-month
telephone satisfaction survey of a sample of Emergency Duty Service (EDS)
customers. Also, to receive the results
of a postal satisfaction survey of Isle of Wight Approved Foster Carers, including
Family Link Carers, regarding ‘out of hours’ support received from both the EDS
and from the Fostering and Adoption Services Team (FAST).
ACTION REQUIRED BY THE SELECT COMMITTEE To debate and make recommendations |
BACKGROUND
The Best Value Review of
Out of Hours Services (now renamed the Emergency Duty Service) was undertaken
between May 2000 and March 2001. A report of the Review, which included the Best Value Improvement Plan, was presented to the Executive on 31st May 2001. The
Review was subsequently endorsed
by the Social Services Inspectorate who reported to the Select Committee of 6th March 2002 that the reviewed ‘out of hours
services’ were designated “Good and very likely to improve”, the equivalent of
a 3 star rating.
On 7th April 2003 the Select Committee received a report on
the implementation of the Best Value Improvement Plan for the Emergency Duty
Service, (EDS). The EDS Manager stated
his intention to test these improvements from a service user’s perspective by
means of a telephone survey of a sample of EDS customers and via a postal
satisfaction survey of Foster Carers.
Members expressed the wish to receive a report on the results of these
surveys. The methodology and outcomes
of these can be found in the full report at Appendix 1.
Best Value Review of the Out of Hours Service (Now EDS), March
2001. Best Value Improvement Plan 7th
April 2003. SSI Inspection Standards
for Local Authority Emergency Out of Hours Arrangements,
See Appendix 1.
The subject of this report was undertaken at
no additional cost to the EDS budget.
There are no direct implications for Crime
and Disorder Act.
Appendix 1. Report into the
Surveys of EDS Service Users and IW Foster Carers, 2003.
The Best Value Review of the Out of Hours Service (Now EDS), March 2001
and the Best Value Improvement Plan 7th April 2003 have already been
presented to the Select Committee. SSI
Inspection Standards formed part of the Best Value Review and can be viewed
separately on the SSI Website:
http://www.doh.gov.uk/pdfs/stand12.pdf
Contact Points :
Simon Smith, Manager Emergency Duty
Service. Tel: (82)3408
email: [email protected]
Jimmy Doyle, Head of Children’s Services. Tel: 520600, e-mail: jimmy.doyle@iow.gov.uk
GORDON KENDALL
Portfolio Holder for Social Services and Housing