Access to Social Care

At the start of the year, we heard your voices telling us about difficulties accessing the 0-25 Disability Team Social Care Service. Our Parent Voice team wanted to know more about the issues involved, how wide the issues were and how they had impacted our families. We therefore created a feedback form to capture your voices so that we could raise your concerns with the relevant services.

We asked any families who had had contact with, a referral to, or applied for support from Social Care within the last two years to tell us about their family’s experience.

 The feedback form was open for two weeks in February 2025 and was publicised by email to SGPC members and on Facebook. Despite its short time, the form managed to capture the voices of 44 families who fed back on several aspects of their experiences with the 0-25 team.

The findings were anonymised and provided to the 0-25 Disability Team Social Care Service in the form of a report.

The report has been reviewed by the 0-25 Disability Team Social Care Service who have provided a response to the points raised along with their proposed actions for the future. See below for a list summary of the concerns raised and to read the response and proposed actions received:

• 1. Initial response following a referral to Social Care was not timely for almost half of those that made a referral

  Response:
  We recognise that the initial response was not provided in a timely manner, which is not acceptable. With the shift in responsibility for assessments upon service entry, we are committed to ensuring more prompt responses to referrals for the 0-25 service. As this change in assessment roles is set to continue, we will prioritize improving efficiency and responsiveness
  
  Action:
  We continue to provide structured sessions to the Response Service, ensuring they receive the necessary support to enhance the timeliness and effectiveness of their responses

• 2. Quality of assessment was not as expected for some families

  Response:
  We recognise that some families felt the quality of the assessment did not meet their expectations and fell short of the standards we strive to uphold as a service. We truly appreciate their honesty in sharing this feedback, and we take it seriously. Our commitment is to continuously improve our approach, ensuring families feel heard, supported, and confident in the quality of care and assessment we provide

  Action:
  The 0-18 SW , is now contributing to the assessment at the point threshold for 0-25 service has been met, to ensure children with disabilities needs are understood and a smoother transition to 0-25 service.

• 3. Quality of support was regarded as poor for a majority of families

  The same response was given for points 3, 4 and 5.
  
  Response:
  We are truly sorry that many families felt the support they received did not meet their needs. Our goal is always to provide the right help at the right time, and we are committed to continuously improving the quality of our service. We recognize that inconsistencies in service delivery may have contributed to families feeling unsupported, and we are working closely with social workers and team managers to address these gaps. Our focus remains on making meaningful changes that ensure families feel supported, heard, and valued.

  We also acknowledge that a significant number of families felt the response was inappropriate and did not meet their expectations. We take this feedback seriously and are reviewing our approach to ensure families receive timely and appropriate support. By improving our practices, communication, and consistency, we aim to better meet the needs of those we serve

  Action:
  As part of our ongoing efforts to improve the service, we have introduced a Programme for Change agenda, designed to enhance practice, strengthen service delivery, and deepen understanding. Through this initiative, we aim to drive meaningful, lasting improvements that positively impact both our service and the families we support

• 4. Inappropriate response regarded by a large number of families

  The same response was given for points 3, 4 and 5.
  
  Please point 3 for full details.

• 5. Inconsistency of responses and approaches

  The same response was given for points 3, 4 and 5.
  
  Please point 3 for full details.

• 6. Too many changes of social worker

  Response:
  We acknowledge the impact that frequent changes in social workers can have on children and families. During this period, the service experienced a significant turnover of social workers, which directly contributed to this instability. However, we are now in a more stable position, with reduced staff movement. Our ongoing goal is to maintain a consistent and dependable workforce to provide families with continuity and reassurance

  Action:
  To address staff turnover and promote a stable workforce, we are implementing a thoughtful and comprehensive plan centred on retention, support, and professional development. By conducting exit interviews and gathering feedback, we aim to understand key challenges and refine our approach accordingly. Additionally, we are enhancing recruitment and onboarding processes to create a seamless experience for new hires, ensuring they feel welcomed and supported from the start. Through fostering a positive work environment, maintaining manageable caseloads, and providing ongoing training, we strive to strengthen staff retention and improve service continuity for children and families. With continuous monitoring and adaptation, we remain committed to meaningful progress and lasting improvements

• 7. Lack of support to access resource following funding decisions.

  Response:
  We understand how frustrating it can be when accessing resources feels difficult following funding decisions. We recognise the impact this has had, and we want to assure you that we are actively working to make the process smoother and more responsive. We've put measures in place to ensure swifter, more timely decision-making, allowing individuals to get the support they need without unnecessary delays. Our commitment is to improve communication, streamline processes, and provide a more seamless experience for those who rely on these resources

  Action:
  We are actively reviewing the current process and timeliness of decision-making to ensure greater efficiency and responsiveness. As part of this, we have examined our procedures to identify areas for improvement, allowing us to implement changes that will streamline decision-making and enhance support for those who rely on our services

• 8. Accessibility to the 0 – 25 team difficult

  Response:
  We recognise that accessing the 0-25 team has been challenging for some families, and we understand how important it is to receive timely and efficient support. We are committed to improving accessibility by reviewing our current processes, and guidance, enhancing communication channels, and ensuring families can connect with the right support more easily. We hope that, as these changes take effect, families will find it easier to navigate the service and receive the support they need

  Action:
  To improve coordination and accessibility, we are reviewing the interface between services, including the front door, to ensure smoother transitions and more efficient support for families
  

• 9. 0 – 25 service not understanding SEN

  Response:
  We recognize the concerns raised about the 0-25 service and the need for a deeper understanding of Special Educational Needs (SEN). Ensuring that families receive the right support is a priority, and we are committed to improving knowledge and practice in this area
  
  Action:
  To address this, we are working to strengthen training for staff, enhance collaboration with SEN specialists, and refine our processes to ensure a more informed and supportive approach. By taking these steps, we hope families feel more confident that their needs are understood and met effectively

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June 2025