You Said We Did
Page updated 21/07/2022
In order to ensure that the Local Offer is meeting the needs of children and families in Swindon, we will annually gather feedback and use this to shape the services and support that are on offer.
Here are some of the changes we have made as a result of your feedback:
A story board is a visually presented ‘You Said ,We Did’ illustrating our responses to feedback from parents, children, young people and professionals. Storyboards aim to briefly explain on one page why and how improvements have been made to a particular service or how a project/programme has been developed; including who was involved, what the impact of the improvements have been and what’s going to happen next.
Story boards that we have created by year can now be viewed here…
We would love to receive more storyboards like these to showcase the good practice and participation that is happening across our SEND Services, clearly linked to the difference this is making to the lives of children, young people and their families. If you would like to create one for your own service area to be presented in this location on the Local Offer website, please contact the Local Offer Development Officer by emailing LocalOffer@swindon.gov.uk
Transport Parental Engagement Sessions
Two parental engagement sessions were held in March. The objective of the sessions were to feed into a wider review of SEND Transport in Swindon and to move towards a flexible transport service that meets the changing needs of our children and young people. Discussions centred on: What works well and we need to keep What is not working well and we need to change Thank you to everyone who attended the engagement sessions and those who contributed via email.
|You said...||We Did...|
|School places for primary and secondary aged children with EHCPs were confirmed in February. One parent told us that they felt it was unclear whether their child had got a place within an SRP (Specialist Resource Provision) or not as the EHCP stated '(School name), a mainstream school with an SRP', and the letter she received stated simply the name of the school.||We spoke to Swindon Borough Council, and although the EHCP was worded in accordance with the SEND Code of Practice, they agreed that the letter could be worded better. Going forward we have been assured that the letters will be made clearer so that no parent is in any doubt whether their child has the place or not.|
Improvement Plan 'You Said We Did'
This plan shows how we are using the constructive feedback from the annual survey to get better at the things we need to improve and to make sure we get things right for children and young people with SEND and their families.
Improvement Plan 'You Said We Did' -Executive Summary
This is a more concise and accessible version of the full improvement plan.
Improvement Plan 'You Said We Did' –Easy Read
This is an easy-read version of the improvement plan; accessible for young people.
|You said...||We Did...|
|I find it hard to read the text on the Local Offer||The Accessibility Plan can be found by accessing the link here: Local Offer Accessibility Plan. This document details the changes we have made to ensure the website is more accessible. For example, this includes changing the font size to make it larger and smaller as well as allowing adaptations to be made to the colour of the text and background.|
|Due to the COVID-19 pandemic how do I get information from education, health, social care and other services that I or my family use and how can I stay active indoors or outdoors as an individual or family.||
Swindon Borough Council worked with Swindon SEND Families Voice and the Clinical Commissioning Group developed a set of frequently asked questions. These FAQ’S were updated on a daily basis from March to June 2020 as more information became available and/or changed. A resource page full of activities, videos, easy-reads and links that families can use to occupy, entertain and educate children and young people during the time where educational institutions, activity groups and public leisure facilities are closed or on a reduced service. During March and July 2020 these pages featured very highly in the most viewed pages list on the Local Offer, which shows the high levels of interest and usage that these two pages received during this time. Moving forward these resources will be moved into the main body of the Local Offer and where the services are still available will be added to the vast range of services and information already on the Local Offer. The Public Health pages on the Local Offer were also updated regularly throughout COVID-19. An example of some of the updates that was shared on the Local Offer included:
|Due to the COVID-19 pandemic many summer 2020 opportunities are not available in their usual format. How can I still access these services?||Swindon Borough Council recognised that some parents and carers had been home educating their children during lockdown and that as businesses reopened parents would be looking for opportunities for their children and young people to safely socialise. There was a change to the provider for short breaks and respite which meant that the local area needed to look at alternative methods of ensuring those children and young people assessed as eligible were provided with opportunities to access services during the summer holidays. A Summer Activities Programme was co-produced with Swindon SEND Families Voice.|
|Young people at a forum struggled to find information when they used ‘cooking’ in the search, but were able to find information when they used ‘catering’.||Common terms for the search function have been improved based on feedback provided.|
|I find it difficult reaching the SENAT team via phone, their phone line, which is not open for long enough.||We have extended the phone service to be operational during full office hours (Monday - Thursday 8am-5pm and Friday 8am-4.0pm) with one telephone number for the team: 01793 464641.|
|I’m not getting a call back when requested and my emails are not being responded to.||
The SEND Service was reviewed, which specifically looked at the key roles, responsibilities and capacity to respond to enquiries and deliver their statutory duties. The service was subsequently restructured with a new service implemented in March 2020 which resulted in a Delivery Team offering a ‘front door’ into the SEND Service. A key function of this team includes logging all contact into the team and the performance in responding within 72 hours. Since March 2020, 918 phone calls and 2390 emails have been responded to. Of that total, 946 enquires were responded to in time and 2186 were responded to ahead of time. As a result we have received the following feedback confirming that positive experiences are now being reported from contact with the service:
“Thank you for helping to improve this, and well done to SENAT.” “Well done to the SENAT team, it isn’t always easy to get things done.”
“Well done and thank you.”
“Good experience here too. I called last Friday as was expecting to have previously received an EHCP outcome but hadn’t heard. I called last Friday and got a call back about 30 mins later. On the initial call, the person did stress to me their service level agreements and when I should chase if I hadn’t heard anything. So overall, very positive, although it felt a little like how I imagine many of the npower staff I used to work with felt when they called our HR support centre. Quite clinical and call centre like. I’m sure that it needs to be like that in our current times”
“I had a same day response to my question from calling one of the mobile numbers. The person told me to call back if I didn’t have an answer within 72 hours. So a good experience here 😊😊”
|You said it is frustrating when you don't know the name of your caseworker within the SEND Service team.||We have published the names and case allocation of all EHCP Coordinators on the ‘meet the SEND Service’ page. This can be found by following the link here: Meet the SEND Service.|
|Families that home educate their children told us they don't feel included.||Swindon Borough Council recognise that it is important that these families are more represented and feel listened to. Policies have been strengthened in relation to personal budgets for EHC Plans and published Core Standards which sets out our expectations of education and support from universal to specialist levels. There is a commitment to working with the SEND Parent Carer Forum, Swindon SEND Families Voice and the EHE community to ensure they feel represented on the site. David Haley, Director of Children's Services has written an open letter to the EHE community. This letter can be found by following the link here: Open Letter to the EHE Community.|
|The SEND Transport Policy consultation is not accessible to parents and carers as it is included within a schools admissions policy and has resulted in only a few responses.||Parents and carers through the consultation of the Transport Policy for 2021/22 raised concerns that medical needs should be met whilst children and young people are travelling to and from school on dedicated transport. Swindon Borough Council worked with Swindon SEND families Voice and the Clinical Commissioning Group to revise the policy based on consultation feedback. This has resulted in a separate policy for SEND from 2021 onwards. Key changes have been made in relation to medical needs being met when an individual risk assessment indicates that clinical training is required whilst travelling. A Code of Conduct and FAQ’s are included as appendices to the policy and are co-produced with parents and carers.|
|There is a lack of clarity around access to the NDC Pathway for those children and young people who are home educated.||The local Clinical Commissioning Group Children’s Programme Manager reviewed the existing referral documentation and criteria with the Designated Medical Officer and Community Paediatrics Consultant Lead and recognised that the existing criteria request for supporting documentation could be more robust for referring professionals. There are 3 elements of criteria under the Supporting Documentation section that needs to be met for the referral form to be triaged appropriately as part of the revised pathway|
|You said...||We Did...|
|Listen to parents, they know their child best in most cases. Please see us as an equal partner.||
Swindon SEND Families Voice (SSFV) are Swindon’s Parent Carer Forum. They are the representative of local groups of parents and carers of children and young people with disabilities. They work alongside the local authority, education, health and other service providers to ensure the services planned, commissioned, delivered and monitored meet the needs of children and families and that the parents and carers voice is at the heart of what we do. SSFV are members of the SEND Strategic Board and they sit on a number of other strategic groups. We continue to support the development of SSFV so that they can support and challenge on behalf of families in Swindon. Through our improvement plan we are developing a range of improvements to ensure we are putting the child, young person and parent/carer’s voice at the heart of everything we do.
We collate and analyse feedback on service satisfaction and customer experience routinely and use this insight to identify and drive improvements across the SEND system.
We continue to offer co-production meetings for all children undergoing a statutory needs assessment to agree the contents of the EHC Plan before it is issued.
|Please improve communication with parents. Professionals need to have open dialogue and work together not against each other and families. When this is done right it can go very right.||
We have implemented a programme of workshops for professionals to improve communication, participation and co-production practices to drive improved outcomes and more effective preparation for adulthood. A communication plan is in place to keep children, young people and families informed of developments. We now co-produce an annual conference for children and young people with SEND, parent/carers and professionals from across the SEND system to work together on service planning and evaluation.
|Some parents do not like to work with professionals.||
In September 2019, we launched and co-produced the new SEND Local Offer to improve the quality of information and advice for parents/carers and provide greater transparency of the offer available. A good quality SEND Local Offer will mean greater choice and control for parents.
|Quiet children with SEND can fall under the radar until secondary school.||
Identifying need at the earliest point and then making effective provision improves long-term outcomes for the child or young person. The SEN Education Improvement Advisor has developed a programme of support for the SENCo network. The core-standards were launched in September 2019 to help with early identification of needs. The new Core Standards have been re-launched in 2020
|What training is being given to staff across education, health and social care? For example, not enough training is delivered to secondary school staff for autism and legal training is needed for SENCo’s and the SEN team to make sure people are aware of what is required.||
A workforce skills audit is currently being carried out to identify areas of training needs for all provisions.
|Having to have Child in Need and Early Help reviews is taking valuable resources away from professionals delivering interventions and means the graduated response is taking too long.||
Through the development of the Core Standards there will be alternatives to the Early Help Record depending on the individual needs of the child and young person once these are launched. The new Core Standards have been re-launched in 2020
|The only way to get support is with an EHCP – there aren’t enough services beforehand. What about early intervention so an EHC Plan isn’t for life? Parents fight to get an EHC Plan because of this. There is no help for children without a label.||
We are currently undertaking a High Needs Funding Review which includes exploring strategies to support children and young people at SEN level more effectively to reduce the need for High Needs funding or an EHC Plan to improve outcomes.
|Schools do not buy enough traded services especially from Educational Psychology and instead ask for an EHC Plan to get this paid for by the Local Authority as part of the statutory assessment.||
We are currently reviewing the service specifications and contracts for support services to ensure they include requirements for SEND (practice aligned to SEND reforms) and reporting on impact of the service.
|Parents to understand what ‘good’ looks like because there are so many different views and experiences. Good support, information and advice services so parents know what to expect and what their options are.||
Our vision is for the SEND Local Offer to be the “go to” place for information, advice and services about SEND in Swindon. The SEND Local Offer should be the first way for children, young people and families to access information to support their SEND journey. In addition to the SEND Local Offer, SENDIASS (Special Educational Needs and Disability Information Advice and Support Service) is a free independent confidential service
|Neuro-development assessment waiting lists are too long and create crisis in un-met needs.||
The new Neuro-development Pathway went live October 2019. The pathway involves a new triage service to make sure all the relevant information required by the Paediatricians is there from the beginning. The waiting list is currently 2 years but is decreasing (April 2019 1,261 to December 2019 – 707).
|We know there is a national shortage of Speech & Language therapists, Occupational therapists and Educational Psychologists but the lack of involvement of these services is having an impact.||
By January 2020, following a review of the Advisory Services review, there will be a redesign of Advisory Services to support the delivery of best value in terms of cost and outcomes.
|The wait for a child to be seen by CAMHS is too long. The gap between TAMHS and CAMHS is too big so children are being missed. The appointment process due to the long waiting lists means some children are removed from the list as parents don’t respond to letters asking if a child needs to stay on the waiting list.||
Swindon has been successful in becoming a Wave 1 Trailblazer site in mental health. The first 40 schools have been selected. This involves a close look at waiting times and the referral points. There will be a move towards self-referrals for those children and young people in the trailblazer schools. Swindon has also been successful in securing some additional funding to reduce waiting times. This has been implemented at the beginning of April 2019 and is ongoing. It will impact on CAMHS assessment and waiting times. We will continue to commission the ELSA Emotional Literacy Support Assistant) programme for schools, Kooth (additional direct online access service to children and young people on the waiting lists) and the Mental Health Liaison post (within GWH for the CAMHS Outreach Service for Children and Adolescents who present at GWH).
|Let us jointly agree the definition of inclusion and exclusion so we all have a shared understanding.
Please make sure all of my child’s teachers know they are on the SEN register and are aware of my child’s needs and what they should be doing to meet them.Improving outcomes doesn’t always cost money. It is the small things that make a difference such as letting them play in the school football team. Children with SEN sometimes take longer to achieve. There is a push on too many GCSE’s and academic achievement and not enough attention on the softer measures of progress. Improve access to school especially for children who have health needs.
It is important that staff across education, care and health feel confident and have the skills to deliver reforms and meet the needs of children and young people with SEND to the highest standard. It is important that we set out what we expect from providers and services in relation to equality, inclusion and participation. This is being done through the creation of Core Standards trough the High Needs Funding Review, across the 4 categories of SEND (Cognition and Learning, Communication and interaction, Social Emotional and mental Health and Physical and/or Sensory needs). There is representation from SSFV and young people in this work. There will also be effective oversight of exclusions and persistent absence of children and young people with SEND by Senior Leaders from across the Area, Members and Swindon’s Safeguarding Board. We have also committed to undertake a deep dive to gain insight from quantitative and qualitative information on exclusions and persistent absence in co-production with parents/carers, children with SEND and young people and schools to identify the key hotspots for targeted intervention. We will provide governor training on the SEN and inclusion agenda to ensure a whole school approach to inclusion is adopted and exclusion hearings are managed effectively. We will ensure that schools and partners consistently comply with the statutory guidance on meeting the needs of children with medical needs with a particular focus on promoting school attendance See the Core Standards.
|Compared to other local authorities we have a good number of special schools and units. Whilst the mix and diversity isn’t always alright, in comparison to other local authorities we have good provision. This is important to parents because some Academies have zero tolerance policies using the Tsar approach towards behaviour. Children are being off-rolled and there is too much focus on statistics. Isolation is being used for things such as not carrying the right pen, this is difficult for neuro-typical children so imagine how this is for SEN children.
Multi-Academy Trusts and Free Schools are mini-worlds and can lose nurture.
There is a difference in the learning environment / investment in maintenance between North and South Schools due to some schools being PFI’s.
The Local Authority will work alongside the Regional School Commissioner (who has responsibility for Academies) to ensure there is a high quality, inclusive and equitable offer for Swindon’s children and young people with SEND. Proportionally, Swindon has a large number of specialist school places and a high percentage of EHCP’s compared to other Local Authorities. Local authorities must ensure there are sufficient good school places for all pupils, including those with SEND. On the 4th March 2017 the Department for Education (DfE) announced capital allocations specifically for capital investment in provision for pupils with Special Educational Needs and Disability. Swindon was allocated £977,620 over three years from April 2018 (£325,873 per year). In May 2018, the DfE announced a further share of £50m for SEND capital investment of which Swindon received £227,353. We have worked with partner groups including SSFV to decide how this money is spent. Swindon has invested significantly in provision exclusively for SEND by committing £11.6m since 2011 on a number of capital projects. The strategy is published on the SEND Local Offer.
|Sexual behaviour is dealt with in a very ‘British’ way. Please see beyond sexual language if abuse is being disclosed.||
One of the key areas we have now put into our 19/20 Learning and development plan is training on cultural congruence. The aim is to help our staff to develop a greater awareness of the diverse needs, communication styles and cultural considerations for the children and families of Swindon.
|Local procedures are not aligned with the Code of Practice – please review to make sure Swindon is compliant.||
|Schools are not being funded enough to meet children’s needs, examples given include schools sharing that they do not have any funding within their budget to meet need without an EHC Plan.||
We are reviewing and co-producing the funding top up allocation methodology to ensure consistent and fair allocation of resources and will implement and evaluate the impact of this. We will then publish the funding mechanisms on the Swindon Local Offer.
|EHC Plan outcomes are not robust enough. Provision is not quantified and specific enough. Sections A-C are not updated regularly.||
To ensure continuous improvement of the efficiency, consistency and quality of the SEND processes including assessments, issuing of plans and annual reviews we are developing a Portal and have finalised a Quality Assurance framework, which will drive up the quality of advice provided for the statutory needs assessment process and subsequently the EHC Plan.
|EHC Plans do not reflect health needs. Health advice should include Adverse Child Experience (ACE) information and what health provision will be offered to meet this.||
|The SEND team do not check how schools use the money they give them for children.||
This will be shared with the High Needs Funding Review Manager who will address this as part of the scheme of work being undertaken with the following objectives:
|We want greater understanding and use of Personal Budgets for EHC Plans but the system is confusing.||
We have reviewed the Personal Budget policy, which is now on the Local Offer. We will measure the impact of this through the uptake of personal budgets by families to support choice and control.
|Pooled budgets across education, health and social care would remove unnecessary barriers.||
We will publish a draft Joint Commissioning Strategy for public consultation. A protocol for tripartite funding of placements will be implemented and monitored.
|Increase the capacity of the SEND Team.||
It is important that the SEND team delivers a fully complaint service in relation to the statutory EHC process. We have reviewed the SEND Team so it is efficient, effective and compliant with the SEND Reforms. The team is going through a restructure and new team members have been appointed to increase the staffing of the team. The phone line is now open all day Mon-Fr 01793 464641. There is one phone number for the whole team.
|Professional reports towards Annual Reviews and towards cross agency working for other meetings like Child Protection Plans. We want good cross border arrangements for example a Swindon child is registered at a Wiltshire GP practice or a Swindon child is attending a Wiltshire school for Educational Psychology and Paediatric Therapy services as this currently provides barriers to accessing appropriate assessment, provision and funding.||
|Schools and the Local Authority do not accept private professional reports.||
The School and LA consider all advice and information available to them regarding children and young people’s needs and how best to meet them.
|Does transition to adulthood start in Year 9, 10 or 11? There is a lack of consistency in what parents are being told, the conversations being held at reviews and when referrals are being made.||
We will remind all settings of the Transitions Protocol through our communication channels such as the SEND Newsletter, SENCo Champions and Network.
|Transition is not happening as it should so this is having an impact on how the Local Authority plans and the experiences of young people in housing, social care services, employment.||
Planning Live rolled out to all Special Resource Provisions to support preparation for adulthood
|There used to have a transitions team in schools that worked well, where has this gone?||
The role of the Youth Engagement Worker (YEW) was developed in Swindon in April 2011. This work force is a team of highly skilled practitioners with a range of backgrounds from youth work to careers advice, counselling and education. The main focus of their work is to support young people into education, employment and training by identifying the barriers to progression. Acknowledging that employment and education is one of the major protective and resilience factors for a young person, YEWs work with the identified NEET population, those young people who are identified as being at risk of being NEET in year 11, and young people who are engaged in high risk taking behaviours. Youth Engagement Workers have extensive experience of working successfully with hard to reach and vulnerable young people. The basis of all their work is to develop productive, effective and professional relationships with young people to create opportunities for successful outcomes. Their work with young people is needs led, undertaking on-going assessment and employing a solutions focused approach to their intervention. Transitional arrangements between children and Adult Care Services (including Health Services) will be reviewed to provide a more seamless process for assessment and support in preparation for adulthood.
|Transition events do not have enough employers who are willing to take on people with SEND.||
Young people with SEND who are seeking employment should register with Building Bridges. Contact details for the programme are: Telephone Number: 01793 464770 Email: email@example.com. This programme works with young people to identify their work preferences and actively seeks employers that best match the young persons’ need. Trained Employment Coaches work with the employers to ensure relevant work teams are trained and supported in order to facilitate a successful entry into the workplace. Many employers want to take on people with SEND if they are given appropriate training and support. Building Bridges attend the Transitions Roadshows and usually have with them a young person who has been successful in gaining employment. The young person is able to tell parents and young people about his or her journey into work.
|There is a lack of work experience for young people with SEND. SEND children and young people need mentors and good strong role models.||
A group of Swindon Borough Council (SBC) managers is currently drawing on existing good practice in SBC to develop resources that can be used by managers who are new to offering work experience. An internal campaign will be run in May / June 2019 to encourage managers new to offering work experience placements to engage and consider what would be possible in their work area. This development work will include the offer of awareness and training sessions for staff.
|The Virtual School is very ‘virtual’. How are Swindon implementing their new requirements for adoptive children?||
Swindon Virtual School has implemented the new requirements for previously Looked After Children since February 2018. Information and Guidance was made available on the web site for Parents, Guardians and Carers. Training Programme delivered termly to support improving educational outcomes for previously Looked after Children and Children Looked After to all education settings, Governing Boards and parents, carers. Fostering Team supported Virtual School through contacting and inviting where known, all carers, parents and guardians. VS Educational Handbook devised and available on web site. Additionally Fostering Team sent individually to all known parents, carers and guardians. All education settings/children services received updated guidance documentation and sources of further advice.
|In June 2019, Swindon SEND Families Voice raised concerns over the process for applying for a Blue Badge on the Council website.The website has been changed to make the application process easier.||
For more information and feedback CLICK HERE
To apply for Blue Badge please see the Travel pages on the SEND Local Offer
|The Disabled Children’s Team social workers are excellent. However there are frequent changes of social workers across teams. Our children and families need continuity not instability.||
We have created a dedicated project group and improvement plan to address the stability of our workforce, this includes a targeted recruitment and retention plan and creating a Social Work Academy.
|You said...||We Did...|
|Parents requested a comprehensive Preparing for Adulthood section built around the life outcomes: Health; Employment; Education; Social Inclusion and Independent Living||Working with professionals across different service areas and parents through our focus group, we designed and delivered a Preparing for Adulthood section that was clear and concise whilst holding all the relevant information.|
|Through our Learning Disability Forum, Young People requested more services listed for people with Autism.||Following feedback from the Forum we went out into the community and identified providers offering a support service for those with Autism. As a result of this we were able to list a variety of services and support groups in our marketplace. We also created an information section providing guidance for families.|
|Parents asked for the site to be modified in order to make it easier to navigate.||We integrated a Google Search facility so that users can search the whole site without having to click through several levels. Parents have commented that this has made the site much more user friendly and easier to navigate.|
|Parents asked us to add information on the EHC Plan pathway so that they could easily understand the process in Swindon.||We commissioned and co-produced with parents and professionals, a video animation demonstrating the Swindon EHC Plan process in a way that is clear and easy to follow. The animation went live in August 2016.|
|SENCos requested a professional's page on the Local Offer that incorporated quick access tabs for paperwork and guidance.||We created a 'Professional Guidance' page incorporating relevant forms and a list of guidance documents. Now professionals can find everything they're looking for in one place.|