2012 - Social Care & Outreach

How Well Did We Do? 2011-2012 - Summary Report


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Scope


These accounts cover the period 1st April 2011 to 31st March 2012.
We decided that this year we would focus on our Social Care and Outreach services, as we have had to make significant changes to the staffing structure and the way we deliver these services due to changes in our contracts with Local Authorities.

We feel it is important for us to know how these changes have affected our Service Users, members of staff and the agencies we work with and we want to be sure that the quality of these services has not suffered as a result of the changes we had to make.

We would like to thank everyone who took the time to help us compile the figures and provide us with their feedback for these accounts.

Stakeholders


The views of all of our stakeholders are important to us but the groups we believe will have been most affected by the changes to our Social Care and Outreach services are:
  • Service Users of Social Care and Outreach
  • Staff of Social Care and Outreach
  • Funders
  • Partner Agencies

These are the groups we contacted to complete our survey.

The Data

Social Care – Enhanced Support Workers


What the service does What the service has achieved
  • Registration / Recording
  • Social Care Interventions / Child Protection
  • Information and Advice
  • Professional Support
  • Counselling
  • Monitor / Review
  • Joint / close working with Local Authority Social
  • Care depts.
  • Registration of D/deaf people maintained
  • 20 Social Work cases transferred from previous service
  • 71 Service users in total received specialist support services:
    • 30 Cheshire East
    • 41 Cheshire West and Chester
  • 302 contact visits carried out
  • 33 instances of facilitating communication support (professional meetings etc)

Social Care - Deafblind Rehab and Deafblind Communicator Guide


What the service does What the service has achieved
  • Registration / Recording
  • Specialist support
  • Rehabilitation / Mobility training
  • Communicator Guide support
  • Information and Advice
  • Monitor / Review
  • Joint / close working with Local Authority Social Care depts.
  • Registration of D/deafblind people maintained
  • 42 Service users received specialist D/deafblind services:
    • 19 Cheshire East
    • 23 Cheshire West and Chester
  • 322 contact visits carried out
  • 18 D/deafblind service users in the Cheshire and Salford areas provided with Communicator Guide support
  • Deafblind Awareness training delivered to staff at Hazelmere Care Home

Outreach


What the service does What the service has achieved
  • Assessments carried out (Needs, Risk)
  • Support Plans created for Housing Related Support to D/deaf people in their own homes, which includes:
    • Maintaining the safety and security of the property
    • Correspondence related to the property
    • Claiming benefits, budgeting and paying bills
    • Opportunities for education, employment and leisure
    • Accessing and maintaining links with appropriate healthcare services
  • Weekly drop-in services at each DSN centre
  • 29 new assessments carried out:
  • 58 D/deaf service users across Cheshire and Salford supported to maintain their tenancies:
    • 19 in Cheshire East
    • 28 in Cheshire West & Chester
    • 11 in Salford
  • 22 service users completed their programme of support and achieved positive outcomes against the National Outcomes Framework*
  • 485 Service User contacts carried out
  • 87 additional service users accessed the drop-in services = a total of 188 contacts

The Feedback


We spent some time thinking about what we wanted to find out and we decided that we wanted to know if we were still achieving what we set out to do, in spite of having to alter the way we work.

We also had to bear in mind that we would be collecting feedback from a variety of people and we wanted to create one set of questions that could be issued to all of the stakeholders we would be contacting.

The questionnaire we eventually created contained a series of statements and we asked people to select the response that they most agreed with.

It was posted to Service Users and emailed to all staff members of the Social Care and Outreach services.

Details on the front page of the questionnaire informed everyone that the survey was also available online via our website and we gave details of the days / times when communication support would be available to those who needed it.

The front page of the questionnaire also explained that the questions had been translated into BSL and posted on our website and staff were asked to ensure that their Service Users were made aware of this.

Results


185 questionnaires were issued and a total of 33 were returned = an overall response rate of approx 18%

Group Issued Returned Approx. %
Service User 141 17 17.75
On behalf of a Service User 8
Member of staff 9 3 33
Professional agency 35 5 14
  185 33 18%


D/deaf 16
D/deafblind 8
Hearing 9
  33

Statements and Responses


Q1. I think the changes since April 2011 have made the service
8 Better
0 Worse
13 No Different
12 Don’t Know (not involved with service before April 2011)

Q2. Support from the service helps D/deaf and D/deafblind people have a better quality of life
31 Agree
0 Don't Agree
2 Not Sure
0 Don't Understand

Q3. Support from the service helps D/deaf and D/deafblind people feel more confident and better about themselves
30 Agree
0 Don't Agree
1 Not Sure
2 Don't Understand

Q4. Support from the service helps D/deaf and D/deafblind people mprove the way they live
28 Agree
0 Don't Agree
3 Not Sure
2 Don't Understand

Q5. Support from the service helps D/deaf and D/deafblind people do things for
themselves that they couldn’t do before

27 Agree
1 Don't Agree
4 Not Sure
1 Don't Understand

Q6. Support from the service helps D/deaf and D/deafblind people achieve what they want to do
23 Agree
0 Don't Agree
9 Not Sure
1 Don't Understand

Q7. Support from the service helps D/deaf and D/deafblind people to access other services (e.g. makes communication easier)
27 Agree
1 Don't Agree
3 Not Sure
2 Don't Understand

Q8. Support from the service helps D/deaf and D/deafblind people to be more involved in their community
19 Agree
1 Don't Agree
9 Not Sure
4 Don't Understand

Q9. Support from the service helps D/deaf and D/deafblind people improve their relationships with others (e.g. family, professional services)
23 Agree
1 Don't Agree
6 Not Sure
3 Don't Understand

Q10. Information about the service is always easy to understand or it is explained by staff
25 Agree
3 Don't Agree
5 Not Sure
0 Don't Understand

Q11. Overall, how do you rate DSN Social Care and Outreach services?
20 Excellent
12 Good
1 Average
0 Poor



There was an extra question that we asked people from professional service / agency to answer. 13 of our Service Users also answered this question:

Q12. Would you agree that working with DSN services gives professionals an insight into deafness and enables them to work with D/deaf and D/deafblind people more effectively?
Professional Services
5 Yes
0 No

Service Users
13 Yes
0 No

These are some of the positive comments we received:



These are some of the issues raised:





Responses to your comments from the 2011 - 2012 Social Accounts

To read our responses to your feedback from the 2011-2012 Social Accounts, click here



Conclusions


We are pleased to see that the majority of people who responded to our survey agree that our services are helping D/deaf and D/deafblind people and their carers to achieve the outcomes we aim for.

We were also pleased to note that the people who were involved with our services before the changes were made, have not seen any adverse effects and in some cases have said they feel the service has improved.

There were many positive comments received about the services, from this survey and from the feedback we have collected during the year, which we have found very encouraging. However, one of the questionnaires returned to us contained a number of negative remarks and we are disappointed that the person who submitted this obviously feels as though we are not living up to the high standards we set ourselves.

We are continually looking to develop the services we provide and we will focus on all of the concerns that have been raised during this feedback exercise to help us try to improve the way we work.


Actions taken as a result of our 2010 – 2011 Social Accounts
To read about the actions we took as a result of the 2010-2011 Social Accounts, click here

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