Careline customer satisfaction survey
Contact officer: Liz Mekki, principal officer, Safeguarding Support service
Tel: 0151 233 4174
Email: Liz.Mekki@liverpool.gov.uk
Start date: 1 June 2007
End date: 31 March 2008
Purpose of the exercise:
Careline is the council's social care contact service. It is available 24 hours a day, every day and provides a central contact point for enquiries and referrals for services for children, adults and homeless families. This survey aims to quality assure service delivery and conform that the service is 'fit for purpose' by obtaining feedback from users of the service.
Who was consulted and how:
A stakeholder meeting was held on 25 June 2007 and questionnaires are sent to referrers on a monthly basis.
Who were the results of the exercise reported to:
The results will be reported to the Careline operational group.
What were the findings of the exercise:
At the stakeholders' meeting there was criticism regarding communication, the access to Careline and the high thresholds that need to be met in order to be referred. The comments received from referrers who return the monthly questionnaire (approximately 20%) are generally positive.
What are the changes to the service brought about as a result of the consultation:
Access to Careline social workers has been improved and referral thresholds have been changed. A multi-agency referral form, with guidance, has been published and is available on the internet (via the Careline web page) and is widely used. A domestic violence pilot is in the process of being set up and will be attached to Careline - this is partly in response to increasing referral rates and improving practices in dealing with domestic violence.