"Good response to feedback"

My son needs support from the speech and occupational therapy services.  In order to ensure he gets the right level/type of support he has gone through the Education and Healthcare Assessment process and, as part of that, has requires formal reports from the two services.

Unfortunately neither service's report met the requirements set out in the SEND Code of Practice and, as a result, there has been a delay of several weeks in finalising his plan and him receiving the assistance he needs.

When escalated to them, the heads of each service each, fully and quickly, accepted the validity of the complaint and have started to address the issue and redraft the reports.

Given the same issue arose in both services I also escalated through the Bromley Heathcare complaints procedure and again received a prompt response, acknowledging the failing in training and processes and committing to address these so that other families receive the right quality of service first time.  It is disappointing that it took a lay person to point out that the standard was so low and that Bromley Healthcare do not seem to have adequate quality control processes, at least over this area.

I am frustrated and annoyed that staff were not given the support they needed to know how to complete this process and that the supervision was not sufficient to pick up the issues before the reports, vital to ensuring that children and young people get the right support, were issued, especially as my son's support has suffered as a result.

To balance this, I am pleased by the openness to feedback and willingness to acknowledge the problem and commit to resolving it. I hope that the verbal commitments that were made to me are followed through and the teams receive much needed training and support to help them in this important reporting.