Children and Young People's Service Quality Audit – June 2006

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The questionnaire covered the whole of the Children and Young People’s Service, including the Nursery, Therapy and Family Support Services and was sent out to 185 families.

Two open forum were offered, one in an afternoon and one in an evening. The evening was attended by 2 parents/carers and the afternoon was cancelled after discussion with the 2 people who were interested. One face-to-face interview took place.

A response was received from 44 families.

Click the following links to view the relevant section of the audit:

1. General Support for the Family
2. Staff
3. Activities and the Environment
4. Planning and Paperwork
5. Standards
6. General

Click here for White Lodge's response to this quality audit.

1. General Support for the Family

1a) Which parts of the Children and Young People’s Service do you use?
The Cottage/Treetops: 16
Playschemes/out of school hours schemes: 22
The Nursery/Therapy: 12
Domiciliary: 11
Family Link: 7

1b) Do you think your child enjoys the time they spend using the service?
Yes: 42
No: 0
Don’t know: 2

Comments
"My daughter loves her worker very much."
"Absolutely loves it!"
"My son has made such good progress since he started nursery full-time."
"My daughter is always calm and relaxed when returning from the Cottage."
"This is an excellent service."
"Yes, very much." (2 comments)
"Really difficult to tell. He was unhappy for a time and wouldn’t go in."
"Very positive experience for my son."
"Definitely enjoys all schemes used."
"Treetops (the Cottage) is a home from home to my son. He is very happy to be there and this means I am relaxed about leaving him there."
"No idea!"
"Excellent physio (Anna) and overall support from the team (Dr Hancock)."

1c) i) Are you satisfied with the service your family receives?
Yes: 43
No: 1

1c) ii) How would you rate the service provided?
Excellent: 22
Very good: 21
Good: 1
Satisfactory: 0
Poor: 0

Comments
"Caring, supportive and professional."
"Speaking to parents outside our region we realise how lucky we are to have White Lodge."
"We need more help of any kind."
"They always try to give you the dates requested."
"Though, as my son is so dependent on others to access anything, I would like him to have more one-to-one support. As he will sit quietly, I think he can be ignored when others can demand attention."
"I didn’t put excellent as we get let down sometimes re trips out or swimming. They are meant to be doing something but it hasn’t been properly organised so they don’t go."
"The treetops staff are brilliant – so caring and kind. A top class service!!"
"Excellent."
"The carers are very good, very flexible. They always come up with suggestions of what my son can do. They are always willing to learn what he needs eg new physiotherapy."
"We have received very good support so far."

1d) How do you rate the feedback about your child?
Excellent: 13
Very good: 19
Good: 10
Satisfactory: 2
Poor: 0

Comments
"Good information about what has happened during session."
"Would love to hear more from my son’s physio sessions."
"Very good communication book but perhaps more information within it would be good. As we don’t attend very often I am not sure who is staff or parent etc – not sure how this can be addressed."
"My son can’t comment very well verbally, but he always says he had a good time, and keen to show things he has made and brought back."
"Everyone is very forthcoming in telling us how our son has been after every session."
"I would like a much more detailed report on the activities he has done during the day – rather than ‘he had a good day’. As he can’t tell me anything I have nothing to discuss with him if I’m not told by the staff."
"Would like more feedback as my son doesn’t speak so can’t tell us anything."
"My son is well known at treetops and the staff make sure any activities are geared towards his very selective likes."
"Always honest and open and supportive comments – a great help."

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2a) Do you know who your child’s Key Worker is?
Not applicable: 6
Yes: 34
No: 3
No response: 1
NB Children do not have a regular Key Worker at Play Schemes

Comments
"Although our key worker is excellent, we know she ensures the rest of the team are kept up to date with new developments around our child."
"She is lovely, my son adores her."
"Helen is extremely professional and thorough and knowing that she is involved in my son’s care gives great peace of mind."
"We did have a key worker but she has moved on and I now do not know."
"When our son first started Kyla Dale was a great help settling him in as he was very shy and nervous. It made it much easier to leave him."
"Sylvia is great as are the rest of the staff. I always feel that treetops staff are the best substitute from mum (me)."
"My son is a twin and his brother also enjoys the carers coming and would like to be part of it. It is the most important thing that the children get along with the carer."
"The matching process is very important."

2b) Do you believe the staff/link carers understand your child’s needs and are adequately trained to deal with them?
Yes: 44
No: 0

Comments
"I do wonder why specific training for specific children’s Gastrostomy feeding has to be so definite. A mickey button is the same as another, likewise a mini button."
"There would be more flexibility if carers trained for each type of button not each child. Why can’t the parent teach, they are the one’s who know how to feed best?"
"Generally yes, although as they haven’t yet experienced his extremes of behaviour, I shall reserve judgement."
"Sometimes it feels as though staff know my son better than I do!"
"Very good."
"Yes, they work well with my son’s symbol board and send a social story before he arrives, we are very impressed."
"Though I think they sometimes don’t have enough time to do things as thoroughly as I would at home (eg to ensure he is not sick after a feed he needs to be burped)."
"Sometimes at Tiddlywinks there is a lot of new staff we haven’t seen before. I don’t always feel confident they are sure what they are doing."
"Certainly the staff are growing in confidence with my son – but he does have very complex needs."
"Sometimes it is apparent that the carers have not read the notes on my child eg dietary preferences, habits etc."
"Staff are very well trained and know my child well."
"Experienced staff."
"They are already trained, but are always willing to learn more – each child is different."
"Since making a particular request for our daughter, this has been taken on board."
"The care for our daughter is very, very good, like an extended family for her."
"I feel very confident in the care he receives."

2c) i) Do you feel you receive enough support from the staff?
Yes: 44
No: 0

2c) ii) How would you rate the support you receive?
Excellent: 21
Very good: 16
Good: 6
Satisfactory: 1
Poor: 0

Comments
"They are always ready to listen if we have concerns and we never feel rushed."
"All the staff are absolutely fantastic, kind and friendly. Always smiling and welcoming."
"Yes, from Helen M."
"I have just potted trained my son – and everyone has been really supporting him – hence no accidents – yet!"
"Therapy team go above and beyond the call of duty to make sure my child’s needs are addressed. Nursery staff do a great job but I feel I have to always provide the answers when there is an issue. I would like to see them use their initiative."
"Experienced staff."
"The key worker knows my daughter really well, we know that she is well looked after."

2d) Have sensitive issues you have shared been handled in a confidential manner?
N/A: 10
Sometimes: 1
Yes: 33
No: 0

Comments
"Always taken into a private room if we need to talk."
"Sometimes."
"100% trust, never been betrayed."

2e) Do you believe that we keep your child safe?
Yes: 43
No: 0
No response: 1

Comments
"Yes, however there are some more challenging children who are on the playscheme at the same time as my son."
"As best you can."
"With Treetops, even safer. We appreciate the thought and attention to detail eg hinge/finger protectors."

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3a) Are the activities provided appropriate for your child?
Yes: 42
No: 1
Yes & No: 1

Comments
"The Shepperton Youth Club is an excellent centre – my son loves the snooker table."
"My son has been very lucky to have been included in horse-riding. I am not always sure though of what he does in nursery time when its not a scheduled activity eg after horse-riding before lunch."
"Brilliant."
"My son is an active child and never seems to sit still. He absolutely loves them."
"Though I feel he misses out on a lot too. He goes to the Sensory Room but doesn’t go to Gym or Horse Riding. However, I am sure the children that go to those activities also get to go in the Sensory Room."
"He doesn’t like being kept inside, doesn’t like table-based activities. If this is the main activity of the day, there should also be a walk out etc."
"No – not always."
"Excellent physio rooms."
"Excursions need to be appropriate for all children in the group eg McDonalds/bowling is not necessarily appropriate for my daughter.
"It would be good to have a list of suggested activities at the beginning of the year or quarter, so parents could tick 2 preferred choices for their child."

3b) Which activities do you think your child has most enjoyed?

Comments
"What’s done now is great, 99.9% of parents are grateful for all that is done.
"Not sure if this is applicable to my daughter, but she loves books."
"The excursion to the farm was good, an introduction to new experiences."
"Swimming."
"Swimming and outings."
"Horse Riding!!"
"Outdoor play."
"Nursery School."
"Companion cycling; golf; ten pin bowling; cinema; park."
"Any sporting activity especially."
"Wherever she goes with her Family Link Carers."
"Playing ball in physio."
"Any outings out."
"Sensory room, arts & crafts, outings."
"I don’t really know as my son is unable to communicate in such a way. My impression from feedback is that he seems to enjoy all the activities."
"Sensory room; swimming."
"Swimming, gym club and spending time with Melanie."
"Swimming and water play."
"Crazy golf; Thorpe Park; High ropes course at Bracknell (Science Discovery Centre)"
"My daughter loves being outside so any trips to parks etc very popular."
"Shakers."
"Outings; garden play; art; cooking; swimming."
"Swimming; painting."
"Horse riding – such a wonderful opportunity for them – he wouldn’t have this opportunity anywhere else."
"Swimming, any one-to-one therapy and interaction."
"Thames Valley Adventure Playground; companion cycling; swimming; Chessington/Thorpe Park."
"Regarding Domiciliary."
"Swimming."
"Swimming, talking and going out."
"Swimming and walks."
"Music; sensory group."
"Swimming & going for walks."
"Being outside, visiting museums – just being taken out by others rather than us."
"Going on outings, walks etc."
"Going out on the trips to bowling – more please!"
"Swimming and going out for walks."
"Riding, hydro, trips."
"Playing with cars and wooden climbing area."
"Walking to the duck pond and playing with door handles."
"Adventure playground, musical instruments, dancing, trampoline."
"Physio rooms."
"The sensory room, lots of reading, the trampoline at our link carer’s house – this is a different sensation."
"If a child is at Treetops for a week’s stay, it would be good to build their favourite activities in as a regular part of it."
"Bike rides with specially adapted seats and swimming."

3c) Do you have any suggestions for other activities?
Yes: 19
No: 18
No response: 7

Suggestions
"More outings."
"I think they are well covered already."
"Music making. Contact a family used to run a session with an African Drummer using a variety of instruments – it was great."
"Seaside, Thorpe Park, Chessington, cycling (Bushy Park)."
"I think that you have got it just right!"
"Can’t think of any."
"If the weather permits, organised picnics – nature days?"
"Thames Valley Adventure Playground."
"An evening Youth Group for 14 – 18 year olds would be wonderful."
"There is a place called Alice Holt near Birdworld – it’s free and offers a wide range of activities and a walkway through trees."
"Cinema?"
"Horse riding for the severely disabled. I feel my child is discriminated against as he is unable to sit on a horse unaided."
"To do these activities more often."
"Companion cycling, Bushey Park and Thames Valley playground."
"It would be nice if there was a computer there for children ie touch-screen, for those that are physically disabled."
"Bowling, trampoline and more swimming."
"Bike rides with special needs seating."
"Residential activity weekend."
"Thorpe Park or Chessington World of Adventure."
"Drama workshop, yoga."
"No – unless more of the above."
"Sports ie egg & spoon, running, three-legged racing, sack race."

3d) If the service takes place in an environment other than your home, do you consider it is:

3d) i) Suitable?
No response: 2
N/A: 1
Yes: 41
No: 0

3d) ii) Friendly and welcoming?
No response: 2
N/A: 1
Yes: 41
No: 0

Comments
"Especially now we have the new building."
"The link families are very friendly and welcoming."

3e) If staff come to your own home, are you satisfied that they are sensitive to the ways of your family and home environment?
Not applicable: 24
Yes: 20
No: 0

Comments
"Fits in well, very helpful. My daughter’s sisters love worker too!"
"Home visits have been great. They have improved the way we deal with our son at home tremendously. Very important."
"Staff have been out to our home three times but this is not a regular occurrence. I can’t fault them on those visits."
"Yes, very much, very sensitive to everything."

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4a) If you have recently started to use White Lodge Centre, do you consider you received sufficient information at the beginning?
Not applicable: 28
Yes: 11
No: 1
No response: 4

Comments
"No directions for this year’s summer playscheme."

4b) Do you receive all necessary information as and when you need it?
Yes: 39
No: 2
No response: 3

Comments
"Earlier confirmation of playscheme dates would be useful."
"Nice to have e-mail/answerphone."
"Yes most of the time."
"We have not yet received much apart from playschemes as it is very early days, there hasn’t been any need."
"Would like up-to-date phone/contact details (names)."
"We recognise the envelopes so that helps to draw attention to it. We had sufficient information, but did not know about all the other things going on. Perhaps this could be through a newsletter eg fundraising/future plans – increase awareness. We realise there needs to be a benefit to White Lodge Centre ie a cost/benefit analysis."
"We don’t necessarily have time to browse the White Lodge Centre website, we are busy with other things. We would be more likely to read a newsletter two or three times a year, some articles could then point us towards the website."

4c) Is any paperwork you receive easy to follow and deal with?
Yes: 39
No: 2
No response: 3

Comments
"A bit overwhelming at times."
"For some reason I always get dates of holidays wrong, I am not sure if it is the way they are written down and sometimes I don’t get info at all."
"We have been receiving incomplete date sheets quite frequently. The last date sheet had only half the dates that were actually allocated to us."
"It’s easier to follow, but I’d rather do things online."

4d) Over the last couple of years, we have introduced the “All About Me” document. Does this enable you to provide us with as much information as you would like to about your child?
No response: 5
Yes: 39
No: 0

Comments
"My daughter is undertaking toilet training at school and home and I’d like to feel confident the programme is taking place when she is with you."
"But not always read in detail. The child’s needs and habits are not always understood."
“All about Me is sufficient but staff are always keen to learn new information so there are never any problems due to lack of information."
"It’s good that White Lodge can have one document for all the services instead of several different ones."

For parents and carers of children using the Nursery/Therapy only:

4e) Do you consider that the therapy programmes and IEP’s (if relevant) are reviewed and updated regularly?
No response: 19
N/A: 8
Yes: 16
No: 0

Comments
"I think the ‘numbering’ system is a bit confusing at IEP’s."
"I think it is good that the children have a target to aim for so we can all see progress."
"We don’t have one of these?"
"Have only had one IEP so far! Therapy sessions have been excellent."

4f) i) Have you made use of the matrix system for your child?
N/A: 4
Yes: 3
No: 14
No response: 22

4f) ii) If so, how have you found it?
Excellent: 0
Very good: 2
Good: 1
Satisfactory: 0
Poor: 0

Comments
"Do not know what it is"/"Never heard of it"/"What is it?" (5 comments)
"What is this?"
"This is the IEP format for home – I presume. We really miss having Portage and the matrix IEP sort of fills the void left by Portage."
"Not sure – what is it?"

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5a) Are you aware that the Nursery and Playschemes are inspected regularly by OFSTED and Treetops, Family Link and the Domiciliary Service are inspected regularly by the Commission for Social Care Inspection?
No reponse: 2
Yes: 38
No: 4

5b) i) Are you aware that, in addition to the White Lodge Centre Core Standards, we have specific Service Standards?
Yes 33
No 11

5b) ii) We are about to revise these Standards, is there anything you would like to see included in them?
No response 13
Yes 0
No 31

Comments
"Unable to comment without having seen Standards."
"I don’t know enough about this to comment."
"Unaware of the Standards – cannot make comment."
"All satisfactory."
"I didn’t know about the core standards, just the service specific. I am not aware of the standards a the playschemes."

5c) Do you believe our performance matches our standards?
Yes: 36
No: 0
No response: 7

Comments
"Unable to comment without having seen Standards."
"What are your Standards?"
"Very much so."
"High Service."
"Definitely."
"The standards work for our family."

5d) If anything goes wrong, do you feel every effort is made to put things right as quickly as possible?
No response: 5
N/A: 3
Yes: 36
No: 0

Comments
"I haven’t noticed anything go wrong – everyone is perfect!"
"Nothing has gone wrong and this is now for nearly five years!"

5e) Do you believe we always do what we say we will do?
Yes: 39
No: 1
No response: 4

Comments
"Yes – unless there are unforeseen circumstances – outside their control."
"No – re short notice cancellation of trips/swimming."

5f) Are you aware that White Lodge Centre has held the following awards for some years and has been re-accredited with them during the past 18 months?

The Chartermark Award – An award, open to all public sector organisations, which sets standards to help everyone in our organisation focus on and improve our service to people who use our services and promotes continuous improvement
No response: 2
Yes: 13
No: 29

The Investors In People Award – An award which sets a standard giving a framework for us to ensure staff have the right knowledge, skills and motivation to work efficiently
No response: 1
Yes: 21
No: 22

Comment
"Lots of organisations have a high turnover of staff, but White Lodge doesn’t, which is very re-assuring, particularly the consistency for the children. It is good to see internal promotion; the staff work so hard they deserve it."

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6a) i) Are you aware of our website? It is www.whitelodgecentre.co.uk.
No response: 2
Yes: 35
No: 7

6a) ii) How would you rate it?
Excellent: 5
Very good: 10
Good: 9
Satisfactory: 1
Poor: 0
No rating: 19

Comments
" Not looked at it."
"Have not used it."
"I have not seen it."
"Not on net."
"I’ve never looked."
"Haven’t looked yet."
"Never accessed it."
"Have not yet visited."
"Though not really looked at it."
"Easy to follow and very easy on the eyes as well."
"I consider the website is more a tool to inform people making donations or funding."
"I am not sure it is very helpful to parents as they like to get away from home and personally meet others. Leaflets in a pdf format could be useful."

6b) Are there any other ways in which we can support your family?
Yes: 6
No: 25
No response: 13

If yes, please specify:
"Maybe. We are in a period of change and our package is about to change. You will not doubt be of help to us!"
"We would love more S&L input* – I do realise though that this resource is very stretched at the moment (*where I can see what I need to do at home)."
"More help please especially during weekends and holidays."
"Happy with respite however as every parent would say – ‘more please’!"
"I feel you already do your best, and am sure that in an emergency we could count on you!"
"A Saturday Club would be good even if it was once a month as it is a long break from each holiday as she enjoys Tiddlywinks so much."
"A sibling open day would be nice so that they can see where their brother goes and what he does there."
"Don’t know what ways White Lodge can support."
"More playschemes/days during all school holidays."
"Information on the other events or work the White Lodge Centre offers."
"Not at the moment, we are very fortunate."
"We would be interested in using the garden."

6c) With which of the following partners are you aware that we work?
Physical and Sensory Support Team: 18
Disability Challengers: 11
Educational Psychologists: 22
Redhill and Reigate YMCA: 0
Children with Disabilities Social Workers: 30
Crossroads: 7
Youth Service: 3
Local Volunteer Centres: 2
Link Leisure: 12
Portage: 16
Consultants: 18
Community Nurses: 16
Specialist and mainstream nurseries and schools: 19

(Note: 4 respondents did not tick any and 2 said that they did not know that we worked with any partners)

6d) Do you have any suggestions as to ways in which future audits can be carried out?
No response: 6
Yes: 2
No: 36

Suggestions
"Current system is good."
"E-mail."
"No, it’s just good to be able to e-mail straight back."
"Could White Lodge link into the Manor Mead group coffee morning and invite it to meet at White Lodge sometime? Use of White Lodge Centre is intermittent, whereas the Manor Mead parents meet every day. You could sit in on a meeting and hear what people’s concerns and wishes are."

6e) Any further comments?

"As our family have been receiving support from White Lodge for the last three years I would like to say thank you all very much. I know it is because of your help we can stay so positive about having such a special boy. Whenever we’ve needed help there has always been someone there for us."

"I think it would benefit everyone if there was a little bit better communication between management and nursery staff. Also between nursery staff and physio, speech therapists, OT etc as I have come across situations a few times where people said ”I wish we would get told that” and so on. Also would be very nice if nursery staff and parents and children could be introduced to extra people on open days when there is lots of, I think they are sponsors around. Sometimes the feeling is a little bit awkward. I love the nursery and all the staff there…they have won my trust…and believe me it’s not easy. They deserve a big BONUS!"

"White Lodge has been a tremendous support to me. They have helped me cope with my son’s disability and taught me how to help him through physio, exercises etc. They are ready to listen and quick to help, I wouldn’t have been able to deal with a lot of this without them – White Lodge is a lifeline, a real family feeling is felt every time I go there. Thank you."

"Look forward to future years using your excellent services."

"As a mother I am struggling a bit to understand the different help my son gets from physio and speech and language. It may help to list the specific areas each work on. They seem completely interlinked which is good in one sense but I could not tell you how each of them differs."

"Very sad that Treetops and Twinks come to an end for my son in August. Such a pity that it should be so. Perhaps one day there will be follow-on groups/care for the post 12 year olds."

"The new building is superb. It would have been nice to see increased capacity to meet the huge demand for respite."

"Some parents would have liked a larger unit and wondered why Treetops didn’t have more spaces. The worry is that in future there will be a greater demand from more families. We need to think ahead to all parents who will need support, 12 years + is a worry. It would be good to have 12+ facility on site to maintain continuity."

"Look forward to seeing the new facilities."

"My son enjoys coming to White Lodge, and enjoys the activities."

"Yes, we are very, very grateful to White Lodge and all the wonderful staff!!"

"Just a big ‘thank you’ to everyone for the help and support they give us. My son loves your visits and outings."

"When he first started, I was concerned about assurance of safety/not wandering off, so didn’t take full advantage of the playscheme. Now my confidence has built and I am very happy."

"I do feel on the outskirts of what I happening as we live beyond Ashford, I have not come across any other families in my own area, but would like to do so."

"We are very fortunate to live near White Lodge Centre."

"Coming to White Lodge Nursery has been an excellent step forward for my son. I have been very impressed by the care of the staff and the level of input – both therapies and nursery."

"I have always been really happy with the services provided at White Lodge and always find the staff approachable, friendly and helpful but most of all, my son loves it and often asks me to take him to Treetops on days when he is not actually going."

"We love the new building, Treetops – lots of more space and purpose built facilities. Our child loved the Cottage but the new Treetops is much better."

"Have a link on your website for suggestions."

"Maybe getting out respite dates a little earlier but I do understand this isn’t always possible – it just would make planning and booking family holidays a little easier."

"Please, please could there be an answer phone at Treetops (BT 1571 is a free service and this has message facilities)."

"We are delighted with the service and support received from White Lodge in the last nine months."

"I appreciate that White Lodge considers it is very important that the services share the information and that people have knowledge of my son. It is good that I am kept informed by e-mail about courses and what is happening at White Lodge.

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