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Bristol is in the process of reviewing all its social care services. One of the areas we are currently looking at is social work and we’re keen to improve people’s experiences when they contact us about support or receive help from us. To help this happen we’ve asked those involved with the service to contribute to the process.
On 14 December 2012 we held a discussion day for an invited list of Service Users and Carer Representatives, together with members of Partnership Boards, staff from the voluntary sector and Equalities Groups. The invitation asked attendees to consider six themes of service experience (below).
On arrival attendees networked informally before a welcome by Barry Scrase, Project Manager. Mike Hennessey, (Service Director, Care Management) gave a talk on making positive changes to Care Management and an overview of how we are improving the whole Health and Social Care customer experience in Bristol. Attendees were asked for views on ‘Key ingredients to good customer experience’ before Carol Watson (Operational Service Manager) asked them to consider what ‘An improved customer journey’ (pdf, 399 KB) (opens new window) should tackle.
After lunchtime networking the group were invited to discuss at their tables the six themes:
- Your experience when you first contacted us or wanted a change in your support.
- Improving our service through a quicker first assessment.
- Improving people’s experience by offering quicker access to service/support.
- Improving how we do assessments and support planning with people who have complex needs.
- How we work to keep people safe when they are at risk of harm or abuse).
- How we improve people’s experience of our service when they need long-term support.
A summary from each group generated much feedback which we will (a) make available here in early January ahead of (b) a formal report and (c) service response. Before closing the groups were also advised that a Programme Update would soon be available to read here.
The Project team would like to thank all those who contributed to the day.