You Said, We Did Archive

You said:

The Local Offer is improving and its responses have been helpful

We did:

• Thanked the individuals for their comments
• Created this entry to say thank you to all those who have, and continue to, engage with the Local Offer. The improvements are the result of community members and workers from across Wiltshire making suggestions, raising issues and helping create the content
• We will continue to work to co-produce this resource with our community and for our community with even more improvements to come
• As always to suggest improvements please email localoffer@wiltshire.gov.uk (opens new window), visit Submit feedback or visit Getting involved

You said:

It was not always obvious or easy to navigate from a reference to a policy to the relevant policy or quotes from it

We did:

• We have amended our Resource section pages to make it easier to navigate and ensured key policies are at the start of the page.
• As we rework content across the Local Offer we will stay mindful of referencing as a key area to improve. Linking as simply as we can to supporting information for further reading, to improve the users flow to the information they require.
• We will also include supporting information about the legislation around the Local Offer in the materials to support the Local Offer Reference Group 2024, this will help the community engaged with improving the Local Offer to understand their legal rights on what to expect from it in a supported way.

You said:

Wording is not always clear and amount of text in SEND processes can be a barrier

We did:

• We have a new tool that helps develop the Local Offer website called Silktide (opens new window) which includes evaluation of average reading age of pages and flags areas we can improve
• We have and will continue to respond to specific incidences submitted to us where people think we can improve
• Many of our pages and processes have recently been through a co-production process to help us improve written communications with the SEND service. For example Annual Reviews which includes details of the new forms designed in partnership with young people, parent/ carers and SENCOs.
• Our About the Local Offer page is a start of our journey to explore using media to promote different ways to make information more accessible on the Local Offer
• Training is also being shared with our staff around best practices for person centred writing in statutory processes by the SVPP
• The area of work around accessibility of text is a key ongoing objective for the Local Offer to improve on as we continue to revise and augment the resource.

You said:

The online Education Health and Care Needs Assessment (EHCNA) form sometime breaks

We did:

• Our technical team has made some improvements to aid stability
• We have added additional information to ensure users are fully aware of the support available when thinking of submitting a form, "If you are considering requesting an EHC Needs Assessment, you should contact the SEND Team to discuss the request on 01225 712620. SEND Lead Workers can help and advise you on next steps."
• We have also added, "Use the 'report this page' feature if you have issues as this will help us develop and improve this system. To discuss the process before making a referral you can call the SEND team by phoning 01225 712620."

You said:

More information was needed about Education, Health and Care Needs assessments (EHCNA) and who to talk to about them

We did:

• We have recently updated the EHCNA section with clearer information
• We have added a 'Who to talk to' section and made clear links to how to contact the SEND team
• The page dedicated to contacting the SEND team has been improved to provide more direct contact information to different teams

You said:

You wished you had heard about the Local Offer sooner

We did:

• We started an increased effort to market the Local Offer in 2023
• In-person presence at a range of public events across the county over the year
• Social media campaigns with a reach of over 50,000 between April and November
• Starting a SEND newsletter which has gained 820 subscribers in the first year
• Partnership working with a wide range of services across the county
• Stakeholder group visits to share the Local Offer, answer questions and get feedback
• The Local Offer is included in SENCO training from the School Effectiveness team

You said:

Community members suggested a range of acronyms we should add to our Jargon Buster

We Did:

• We have added the suggested acronyms like WAAS, SALT, ELSA and continue to develop and expand this resource.
• We are improving the plain English writing of pages and ensuring acronym use is minimised or explained at the instance of use. Improving the readability and accessibility of text is an ongoing objective for the Local Offer.

You said:

SEND parenting courses covering the age of adult transition would be helpful

We did:

Highlighted our courses on our Advice and support 11 to 16 pages. We also added the 'Time out for Parents' which is delivered in partnership with the Wiltshire Parent Carer Council and 'SWAPP' courses both which cover the ages of transition for those with additional needs.

 You Said:

The information about DSR/ CETR was not on the Local Offer website

We Did:

• Contacted the ICB and relevant involved stakeholders to arrange for the Wiltshire DSR information to be drafted
• Published the information and supporting policy which can be found by visiting, Dynamic Support Register.

You Said:

We need more information on Mental Health

We Did:

• Added Mental Health information to our Advice and support 16+ sections.
• Added Mental Health information to our 0 to 16 health sections and 16 + adulthood health sections.

You Said:

There should be more information on local clubs for the SEND community

We Did:

• Increased the links to Wiltshire Together (opens new window) community activities and support site
• Worked with the Ability Sports team to update information about their offer across the county
• Continue to update our Leisure pages as we are made aware of new clubs on offer
• The Small Grants Scheme hub page which can be found through Getting involved highlights a scheme to support the development of activity provision in the community

You Said:

It was not always clear how to capture the evidence you wanted to give in annual reviews

We did:

We have recently reviewed the annual review process and co-produced a new set of documents and guidance in line with the views of young people, parent carers and professionals to ensure the right information is captured and the process is easier to use. We also added lots of supportive information about the process to the Local Offer.

• Annual Reviews
• Education, Health and Care Plans

You said:

It is not always easy to get in touch with the SEND service team

We did:

Our SEND team has reviewed the way the service works and come up with a new way for the community to access the service.

• The team can be contacted directly via a new direct number
• The team is now working in areas so you will be talking to service members familiar with the schools and services in that part of Wiltshire
• The information about how the service operates and contact information for the service has been published on the Local Offer along with a supporting list of schools broken down by area

You Said:

You wanted to know what it was like for children and young people using SEND Service transport for the first time going to school.

We did:

• we asked the children at Silverwood School to tell us about their experience
• we added their comments to the Travel pages
• we added an info banner to let parent/ carers know they can contact the SEND transport team to arrange 'meet the driver' sessions to help minimise anxiety
• we added the comments, from for all the children, to visit the voice page visit: SEND your voice  

You said:

We are missing information on opportunities for post 16s

We did:

• ​​we have added information about lots of new leisure opportunities in Wiltshire
• we have linked the Local Offer to Wiltshire Together (opens new window) to help promote opportunities offered by the wider community
• we have expanded the information on our education and employment page to cover more pathways

You said:

Travel information for those 16 to 19 years of age and post 19 policy was not clear

We did:

• ​​consulting with the Travel Coordinator we updated the information we held on the Post 16 Travel page
• the most up-to-date policy guide has been added and clearer instructions added
• the travel assistance request form has also been amended to be clearer on the 19+ travel offer

You said:

The EHC Needs Assessment process needs reviewing and redesigning

We did:

• new EHCNA portal for schools and settings with pop up guidance
• new EHCNA e-form
• how-to complete an EHCNA form video for schools and settings
• parent request form
• CYP (16+) request form
• new section regarding EHC assessments and plans on Local Offer
• FAQ sheet

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:

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:

We need to review and redesign the way decisions are made about EHCPs

We did:

• introduction of DaD1 (EHCNA consideration panel)
• transformation of DaD2 panel
• introduction of DaD3
• new Terms of Reference
• decision-making proformas and guidance.
• induction training events for schools/settings
• parent moderation - recruitment, training and partnership agreements via WPCC
• Local Offer webpage updated to explain DaDs.
• tri-fold leaflet explaining new processes
• 'You said We did' feedback on Local Offer webpage

You said:

You could not find information on Disabled Living Allowance (DLA)

We did:

This information has been added to each age groups Benefits and Grants page, it can be found by visiting Money advice in any age section.

You said:

We need more information about parent and sibling support

We did:

• we have added a wider range of service and support across our age based Advice and support 0 to 5 pages.
• we have improved links to our Parenting courses: Family Hubs (opens new window) which contain information about available family support as well as advice
• Wiltshire Together: All Together (opens new window) is a new community site developed in partnership with the community and key stakeholders by the Family and Communities Transformation programme. We link to this across the Local Offer for family support information
• Carer support has a page of its own and improved links from across the site to help people find it
• the Local Offer Officer has visited Young Carer groups and Parent Carer groups to get further feedback on content and information required by families

You said:

There is still references to CAF when it is now ESA

We did:

• Our pages have been vetted and amended to remove and replace references.
• We continue working on reviewing and updating the large number of documents on the Local Offer as some contain dated language, these will be removed or replaced with a revised webpage version. This will allow easier searching for information and faster future revisions to improve accuracy.
• If you notice out of date references or errors we may have missed please do report them to localoffer@wiltshire.gov.uk (opens new window) or by visiting Submit feedback

You said:

We are missing information on health services

We did:

• We now have designated leads from HCRG and the ICB to help provide the Local Offer with updates and information
• Our Health Partners have helped us to update our pages with up-to-date information on health services and continue to do so

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 2022

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:

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 Local Offer 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 Education, Health and Care Plans

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 regard 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 reinstate 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.