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Standards Feedback
How well do we meet our standards?

The Educational Psychology Service began in January 2004 to send parents of each newly referred child a copy of our information booklet which includes a list of our standards for parents. Two months after the assessment of each child was completed we sent parents a questionnaire. They were asked to indicate their level of satisfaction with how well we met our standards. The tables below are based on the 59 replies from the parents which we had received by August 2004. They relate to children who were assessed during the period January to April 2004.

For each of the standards we had set a target level of parental satisfaction. For example, Question 4 asked parents "Were you satisfied with how quickly the psychologist saw your child?" Our target was to have 60% of parents saying they were satisfied or very satisfied. We were very pleased to find that 98% of parents said that they were satisfied, and we have marked this target as "achieved".

There are 12 targets in all. We achieved 10 of them and this shows that there are many things which we are doing very well and we will keep on doing them. However we wanted 100% of the parents to receive a copy of the psychologist's report but only 87% said that they did get it (see question 9a). Also we expected at least 90% of parents to say that the psychologist offered to meet them to discuss their child (see question 5), but only 87% said so. We have examined both these issues and will be making efforts to ensure that these targets are met in future.

These results relate to a particular 4 month period of the year. We will continue to gather parental opinion for at least a full year before we have a full and reliable picture.

Target: 80%
Remember getting
booklet.

Target: Achieved



Target: 95% Requests complied with.

Target: Achieved



Target: 80%
Very Satisfied/Satisfied.

Target: Achieved

Target: 60%
Very Satisfied/Satisfied.

Target: Achieved



Target: 90%
Say Yes.

Target: Not achieved




Target: 80%
Very Satisfied/Satisfied.

Target: Achieved


Target: 90%
Very Satisfied/Satisfied.

Target: Achieved


Target: 80%
Very Satisfied/Satisfied.

Target: Achieved

 

Target: 100%
To get the report.

Target: Not achieved



Target: 80%
Very Satisfied/Satisfied.

Target: Achieved

Target: 80%
Very Satisfied/Satisfied.

Target: Achieved

Target: 80%
Very Satisfied/Satisfied.

Target: Achieved

Comments

30 parents also wrote additional comments about the educational psychologist and the service. We analysed these and found that they fell into 4 main themes.

  • Personal qualities of the psychologist
  • Professional qualities of the psychologist
  • Service efficiency and effectiveness
  • General

This analysis has helped us to see that these themes and issues are important for parents. The analysis is presented below.

POSITIVE THEMES
NEGATIVE THEMES
   
Personal Qualities Personal Qualities
   
   
  • Helpful 8
  • Approachable 4
  • Nice 2
  • Good listener 1
  • Pleasant/friendly 1
  • Positive 1
  • Interested 1
  • No negative comments
   
Professional Qualities Professional Qualities
   
   
  • Quality of feedback 4
  • Assessment procedure 1
  • Effecting change 3
  • Availability 2
  • Rapport with child 2
  • Relationship with parents 2
  • Professionalism 1
  • Consideration of parents views 1
  • Consideration of parents views 1
   
Service Service
   
   
  • Overall satisfaction with service 5
  • Waiting time 2
  • Assessment 2
  • Poor information/ communication 7
  • Assessment 2
  • Resources 1
  • Criteria 2
  • Diagnosis 1
  • Waiting time 1
  • Access to service 1
   
   
General
   
   
  • Expression of thanks 5
 
   

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