Social Care Department – Customer Engagement & Feedback
The Social Care Department continues to improve engagement and consultation processes with citizens, service users and carers. This work is being supported by the Social Services Improvement Agency and their ‘Getting Engaged’ programme. This work programme began 12 months ago prompted in part by Councils’ recognising as they collected evidence for their first Annual Report on Social Services that the engagement of service users and carers could be stronger. Following the formation of an expert reference group and a working group, priorities for the work programme were agreed.
These were to:
- Develop a notable practice database and online directory
- Develop standards for engagement
- Develop a core set of survey questions
- Explore ways of collating information from frontline practice
The Social Care Department are taking on board these developments as they re-write their ‘Stakeholder Participation and Involvement Strategy, which is due for publication in March 2011. The key focus of the new strategy and supporting action plan is to make better use of the information we receive from people about the services they want or already receive and to use it to inform how services develop in the future.
We also capture feedback from people who receive domiciliary care services or who reside in care homes for instance. This information is used to judge how well provider services perform by using it alongside complaint information, safeguarding information, reports from the Care Social Services Inspectorate for Wales (CSSIW) and our own monitoring activities. We consider feedback from service users and their carers or families very important and encourage you to use the on-line facilities fully.
At service level, individual Heads of Service are also improving how they receive and use feedback information. The Physical, Sensory, Neurological Impairment team are leading the way in this work by considering not only quantitative feedback but also the qualitative comments people make within the feedback forms. Such comments provide a rich source of data which is being used to inform how the service should be improved.
To provide people with feedback on their comments and how we are using them, we produce regular newsletters. Again, comments on the usefulness of these newsletters and suggestions for improvement are welcomed.
Engaging and Consulting with Citizens, Service Users and Carers
Adult Social Care 2008–2011 Participation and Involvement Strategy
Customer Engagement Newsletters
Customer Engagement Newsletter, The Service User & Carer Experience (June 2011) – PDF version 109Kb 
Customer Engagement Newsletter, The Service User & Carer Experience (June 2010) – PDF version 91Kb
Customer Engagement Newsletter, The Carer Experience (Summer 2010) – PDF version 110Kb
Customer Engagement Newsletter, The Service User & Carer Experience (June 2009) – PDF version 134Kb
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Annual Council Reporting Framework
An Annual Report on Social Services in Wrexham was presented to the Council's Executive Board on 5 July 2011 on behalf of the Statutory Director of Social Services. The Report gives information on services provided and describes the key improvements and achievements made to services in 2010/11. It also details areas for further improvement in 2011/12.
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Documents & Information
Wrexham County Borough Council Social Services Key Departmental Aims and Priorities
Useful Links
Social Services Improvement Agency (SSIA)
The SSIA was set up to support local authorities increase the pace of improvement and promote excellence within social services.
Care Council Website – The Codes of Practice and Confidence in Care
The Codes of Practice set out agreed professional standards which apply to all social care employers and those working in the social.
RSS Feeds
Contact Details
Wrexham County Borough CouncilThe Guildhall
Wrexham
LL11 1AY
email:
Contact-Us@wrexham.gov.uk
Website Feedback
telephone: 01978 292000
Location
