Personalization and self-directed support: A survey of user satisfaction with the assessment process (SDS1)

Abstract

This study sets out the results of a survey of satisfaction levels among those undergoing the self-directed support (SDS) assessment process in the London Borough of Richmond upon Thames with a view to making recommendations for improvements in service standards. It is based on a survey of 199 people undergoing self-assessment either for the first time or as a reassessment between July and November 2010. It has been carried out by members of the Richmond Local Involvement Network Social Care Group. The findings of the research appear to be broadly consistent with evidence from other research. They show that respondents generally expressed high levels of satisfaction with the self-assessment process. Areas where respondents reported lowest levels of satisfaction included finding out about SDS; the waiting time for assessments to take place; the provision of information prior to assessment before completing the questionnaire; the ease of completing the questionnaire; not seeing the completed questionnaire; and the delay following completion of the questionnaire and provision of services. It is recommended that the issues should be reviewed in the light of other research and evidence available to the London Borough of Richmond upon Thames as part of the process of delivering continuous improvements in service standards.