Hertfordshire Community NHS Trust (HCT) provides services like Occupational Therapy, Speech and Language Therapy and Physiotherapy to children and young people in Hertfordshire. Responding to feedback they have received about the service, they have made the following improvements:
- There is now a single point for referrals to the Therapy Service making it easier for parents, carers and professionals and allowing a quicker response to queries. This also allows for services to work to statutory timeframes and improved monitoring systems
- They have made improvements in the quality of the service, including increasing the number of appointments available
- They have introduced an Integrated Advice Line for parents and professionals for all 3 therapy disciplines with a message facility available 24/7, and with daily call back from therapists
- Universal Sensory Information sessions are now available for parents and carers without the need for a referral to the OT service. This will give parents a greater understanding and confidence to support their child earlier in their journey, minimising risk of longer term impacts.
- Various training sessions and workshops have been developed for parents, carers and professionals that can be accessed virtually
- You said: you wanted school staff training to include specific info about your children's sensory needs
We did: we created a new sensory training package for school staff to be delivered this summer
- You said: the provision in EHCP reports was sometimes not clear enough
We did: we have updated our EHCP reports to improve the specificity in the health provision
- You said: you sometimes have to wait too long at the SLT drop in clinics
We did: we now offer bookable virtual screening clinics for SLT and OT
In response to feedback from their service users, our Early Years team have been making improvements to the Early Years offer for children with SEND and/or additional needs. Here are some improvements they have recently made to better support families of young children with emerging needs:
- A new role of SEND Champions has been created in family centres. The SEND Champions have all received training from HPCI into how to signpost parents to access better information and advice. They will also be receiving training from our Specialist Advisory Teachers in autism awareness and basic awareness of SEND.
- Making it clearer to families the different pathways of Early Years support a child may access
The CAMHS service are working hard on improvements they have identified after feedback from their service users and are finding ways of transforming mental health services for children and young people.
Ask, Listen, Do is a project led by NHS England that aims to make it easier for people with SEND and their families to issue feedback, voice their concerns or make a complaint. The initiative aims to support organisations to learn from and develop better ways of using feedback to help improve services across education, health and social care.
We (Hertfordshire County Council) are working in partnership with NHS England on the Ask, Listen, Do project.