You Said, We Did
'You said, We did' is where we capture feedback from forums or direct communications and show what we are doing to make improvements in response to that feedback. We use consultation and co-creation approaches to make sure the community voice is the guiding force throughout.
Summary of Local Offer feedback
There have been some common threads that we have received feedback on, and taken forward. Feedback will always be anonymous. We may merge the sentiment from multiple similar requests to set out the 'You Said':
You said:
We are missing information on Apprenticeships.
We did:
We have updated the information we hold on who can help with applications and how to apply.
The information can be found by visiting the path to employment section.
You said:
Stop calling EHCP, My Plan, as it is confusing.
We did:
- We have stopped referring to EHCP as My Plan
- We are working through the Local Offer website to remove or replace the references to My Plan with EHCP as appropriate.
- The EHCP age section and overview page from the homepage on the Local Offer have been improved and updated in line with this.
You said:
We are missing information on transition into adulthood.
We did:
- The preparation for adulthood team worked on a collection of resources around growing up and moving on. This can be found under the Local Offer adulthood section, in booklets at events and on QR code cards.
- This work was co-produced with voices from the Wiltshire SEND community.
- The work was promoted at an event at the Devizes Corn Exchange during October 22.
You said:
Where can I find information and contacts for a child/YP moving schools to Wiltshire.
We did:
- Shared the correct information and thanked enquirers for getting in touch.
- Discussed how best to share the correct details with relevant team members.
- Drafted, checked and uploaded the clearer information to the Local Offer which can be found by visiting, Moving county and admissions information.
You said:
At a joint webinar with the Wiltshire Parent Carer Council (WPCC), parents told us that they wanted us to be more transparent about how and why we make SEND statutory decisions.
We did:
We worked with the WPCC to train parent moderator representatives who now observe our SEND decision making panels on a regular basis. They use a set of judgement standards and then meet with the SEND Team Managers afterwards to give feedback.
The feedback has helped us:
- Introduce a parent and a young person's request form for an EHC assessment
- Provide clear feedback to the parent when we decide not to carry out a statutory assessment on their child
- Make sure we always discuss the parent and child's view as a priority at the DaD meeting.
You said:
The DaD1 entry provides further access to a 'Tri-fold Leaflet ' and this leaflet informs of a DaD3 but I have not been able to locate more detailed information on its composition and role similar to that given for DaD1 and DaD2. Can you please indicate to me where these more specific DaD3 details can be found?
We did:
- Emailed enquirer to thank them for their helpful feedback.
- Discussed request with the content writer for the specialist area.
- Uploaded the updated information to the EHCP sections of the website.
You said:
Changing Places are publicly accessible facilities that have enough space and the right equipment to support a wide range of needs that standard accessible toilets do not support. There is a list already on the Wiltshire Council website in the adult care section, but this would be really useful information for a lot of families.
We did:
- Emailed contact to thank them for their helpful feedback.
- Uploaded the information and further links to the Leisure sections from primary age to adulthood.
- Uploaded the links to further information to the List of Services section.
You said:
It is confusing, not clear which options are for which services, and different recordings make it hard to follow.
It makes me feel panicky as I don't know which option to press as a parent carer wanting information
There is so much information to listen to!!
We did:
- Emailed parents to thank them for their helpful feedback
- Shared the feedback with the relevant managers who were developing the service
- WPCC continued to meet to review progress
As a Result:
The new Front Door Number is clear, it refers to parent and carers, and tells them the options they can press.
You said:
You should include a line on the website that sets out the LO is about, Services for children and Young People with SEND.
We did:
- This has been added to the front page of the website.
- There is also a page with a more detailed description of the Local Offer on the homepage, drafted in collaboration with WPCC.
You said:
My child hasn't been offered any transport. What do I do?
There are no passenger assistants to support my child.
My child needs to meet their passenger assistant and know in advance the time of their pick up.
We did:
- Emailed parents and thanked them for their feedback
- Shared the feedback with the SEN Transport Manager so he could liaise directly with the parents
- Worked with the SEN Transport team to devise a survey regarding their service and advised them on the content of written information to share with parents and carers regarding transport changes. WPCC also invited the SEN Transport team to our SENDIS events in order to meet parents and carers face to face
- WPCC produced a survey report that was shared with SEN Transport and the Head of Commissioning.
As a Result:
The SEN Transport team contacted parents and carers individually to resolve issues they were experiencing.
You said:
Why do schools think it is ok to take away my child's My Support Plan without telling me?
I found out my child's support plan had been stopped at his primary school only when he moved up to secondary school
We did:
Emailed parents, thanked them for their feedback and explained we were meeting with the Head of Special Educational Needs and Disability (SEND) to raise these concerns.
As a Result:
The head of SEND met with various team members to ensure awareness was raised within specific schools, and clarified the role of My Support Plans and the role of the Specialist SEN team who can be involved with or without a My Support Plan.
Ongoing monitoring of this situation is in place.
You said:
We are not getting any help with applying for an EHCP
We did:
- Thanked the parent for their feedback
- Sent the feedback on to the SEND Manager to have a direct conversation with the parent.
You said:
Barnardo's have taken away sessions that are much needed in the holidays, particularly in the summer, and this has had a direct impact on my child accessing activities that are positive for him.
I have offered to top up J's session costs by using his DLA and my salary but this is not an option.
We did:
- Emailed and thanked the parent for their feedback
- Contacted the relevant SEND Commissioner to make direct contact with the parent carer.
As a Result:
The SEND Commissioner emailed the parent to explain the limitations of the Barnardo's service, due to an increase in demand, and therefore the unavoidable reduction in club hours available in order to continue to offer a service to all those eligible families.
You said:
The Local Offer website link to the contact details for the SEND Team takes parents to the wrong details about the options to press once they ring the number. There is no longer an option 5. Can it be updated in line with the new Front Door message so parent carers are not put off or confused?
We did:
- Thanked the parent for their feedback
- We emailed the relevant SEND commissioner to make aware the need for these details to be updated.
You said:
I cannot get through to the Virgin Care Paediatricians and my son's appointment is very overdue.
We did:
- Emailed the parent to thank her for her feedback.
- Shared the feedback with the appropriate service manager who then contacted the parent directly. A very positive discussion was had, resulting in a prompt paediatrician appointment being made and clear information regarding service provision being given.
- As a result, Virgin Care have made available extra phone lines to ensure easier access for parents until Marsh 2018 when their new SPA (Single Point of Access) phone system will go live.
You said:
I do not understand the My Support Plan or EHCP Process.
We did:
- Emailed the parent to thank her for her feedback.
- Directed the parent to information from the Local Offer website which explains the process, as well as a link to a short video.
- As a result, the parent reported that the EHCP video was very helpful. They now feel more clear about the process and where to find information in future.
You said:
I have been told my Specialist Dental Practice at West Swindon Health Centre is closing and I don't know where I will be able to access this service in the future?
We did:
- Emailed the parent to thank her for her feedback.
- Contacted the Business Manager of the Dental Service and shared the feedback received from the parent. We received a reply which we have shared with the parent:
"As far as I am aware there are no plans to reduce special care dental services in Swindon or Wiltshire. Services are always being reviewed and the Dental Service is no exception. At this present time the review process is in its early stages and no decision has been made. When the current review has been completed we will then know if we will continue to deliver services from West Swindon or an alternative site in Swindon but a change of venue will not mean a change in the level of service."
As a result of sharing this feedback, we were also informed that there were changes to the current information held regarding Specialist Dental Clinics. The Clinic at Swindon Health Centre in Carfax Street is now held at Swindon Health Centre, 1 Islington Street, Swindon, SN12DQ. Telephone number: 01793607850. The clinic is on the third floor, with lift access.
You said:
Barnardos Groups are Fantastic
We did:
- Thanked the parent for their feedback, in person, as it came via a WPCC event
- Shared the feedback with the Children's Services Manager at Barnardos
You said:
A parent from the Salisbury area called to share some feedback from herself and other parents:
I wish to identify a gap in Early Years provision in relation to a toddler group being available, that is specifically for toddlers with additional needs/disability. I recognise that Children Centres stay and play sessions are of course inclusive but it is very difficult/uncomfortable for myself and other parent carers to try and be part of these groups when our children often play and behave in very different ways, requiring a different approach/resources. This can be very difficult to deal with emotionally and to also remain positive about our own child's development.
I am lucky enough to attend John McNeil already but I do not have access to any informal toddler sessions which are so vital for both parent and child contact/confidence. Also other families cannot always attend John McNeil so can be very isolated.
We did:
- Emailed the parent to thank her for her feedback, and sent information regarding parent carer support groups in her area
- Shared the feedback with the relevant Early Years Commissioners
- Posted a "Shout Out" to parent carers in our weekly email newsletter to receive more feedback
- As a result, having shared the feedback from parent carers, the Wiltshire Council's Childcare Co-coordinator has offered to work with anyone who is interested in setting something up. If you are an Early Years setting, or you already run a group, or are a parent of an early years child, or anyone else with an interest; please let the WPCC know and we will put you in contact with Wiltshire Council's Childcare Co-coordinator in the hope that progress can be made
You said:
In relation to your Virgin Care Community Paediatrician appointment:Our appointment was an initial assessment to consider an ASD diagnosis. The appointment was very thorough and my views as a parent and my daughter's views were listened to and carefully considered. I felt that my experience and knowledge as a parent to another child with ASD was really valued and an open and honest dialogue took place.
We did:
- Emailed the parent to thank her for her feedback
- Shared the feedback with the Lead Paediatric Consultant at Virgin Care
You said:
In regards to Camp Activate Plus, Your children enjoyed and benefited from the Camp Activate and Camp Activate Plus programmes but you were disappointed that, in some cases, the programmes were cancelled.
One example: I went to book my son on to Camp Activate in Marlborough Leisure Centre for October half term. I was told I was unable to do so because they have not got enough staff to give him the 1-2-1 support he needs (Camp Activate Plus). I was informed they have had to turn away approximately 6 or 7 other children for the same reason.
We did:
- Emailed the parents to thank them for their feedback
- Shared the feedback with Wiltshire Council Leisure Services, who operate the Camp Activate Programme
- We have been told that the Leisure Service are looking to re instate the Camp Activate Programme in Five Rivers Health and Wellbeing Centre in 2018 and are also looking to introduce the Camp Activate programme at the Campus facility in Tisbury again in 2018. It has been necessary to cancel some sessions due to staff shortages but there is a recruitment drive for Camp Activate staff and a staffing restructure. It is hoped that the restructure will create 12 new Specialist manager roles that will have specific responsibilities and areas of working, one of those will be Camp Activate for the Leisure Operation Specialist manager role. Once the restructure is complete a recruitment process will begin to try to recruit staff to the Camp Activate posts. Leisure Services anticipate this starting at the end of February 2018 at the latest.
You said:
My Send Lead Worker (SLW) has been very proactive and supportive to both myself and my son in guiding us through the process. There has been opportunities for face to face meetings and clear information about providing additional information from a parent's perspective. My SLW has liaised with all the relevant professionals to ensure information is up to date for the EHC Plan and has also met my son.
We did:
- Emailed the parent to thank her for her feedback
- Shared the feedback with the SEND Team Manager and SLW.
You said:
We have received positive support from our Social Worker from the Children's and Young People's Disability Team (CYPDT). She has visited my son at school and is visiting our home in the school holidays to complete a Single Assessment. She is also liaising with other services, such as the Children and Adolescent Mental Health Service (CAMHS) on our behalf.
We did:
- Emailed the parent to thank her for her feedback
- Shared the feedback with the Social Worker and the Manager of the CYPDT.
You said:
A consultation process was started in June 2016 and meetings held. The college staff met with our daughter and there have been enrolment and transition days, with email communication in between. We have been assured of a joined up approach with Tutors, Specialist Leads and a Well Being Mentor. We have been informed of an open door policy for both students and parent carers.
We did:
- Emailed the parent to thank her for her feedback
- Shared the feedback with the relevant college staff and SEND Team Manager.
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