Swans New Service Standard Leaflets
Following the Short Notice Inspection in January the Audit Commission recommended that we review our Service Standard Leaflets with the purpose of including additional information for residents and service users. This task was included in our Short Notice Inspection Action Plan.
The Service Standards and the design and format of the previous leaflets were developed and agreed with residents in 2009. During the review process that took place between February and June 2010, Swan consulted with residents and Service Users in a number of ways. These are listed below.
- Initial input was sought from both the Essex and London Resident Consultative Committees (RCC’s).
- Second draft leaflets were sent to residents on the Customer Feedback Panel for their consideration and comments.
- Further drafts were consulted on more widely at the Residents Conference held on the 19th of June 2010
Approval of the leaflets from residents attending the conference was gauged using electronic voting. 103 residents voted and 85% said that that they were happy with the Service Standard leaflets presented. There was also an opportunity for residents to give further comments or suggestions on the workshop form provided. Throughout the process the views of residents were incorporated into each draft.
The new Service Standard leaflets can be viewed by clicking here. We have also sent our leaflets to an organisation called Crystal Mark to ensure that our leaflets are easy to read and free of jargon. The leaflets below are currently marked as draft because they are still awaiting approval from Crystal Mark. This page will be updated in due course with a link to the approved leaflets.