Keeping the customer satisfied? Service users' perceptions of an Emergency Duty Team

Abstract

Evocative accounts by service users along with increasing requirements from the government make a strong argument that Social Services Departments should consult with those who make use of services provided by them. This article describes a customer satisfaction survey carried Out by the Buckinghamshire Social Services Emergency Duty Team (EDT). Service users were asked to identify what they had found helpful or not with regard to responses to their contact and ways in which the service could be improved. The article highlights responses to these questions from a mother caring for her son with combined physical and mental disabilities, and a woman diagnosed with manic depression. While satisfaction was reported with the team's skill in acknowledging and containing difficulty and distress, pleas were made for access to more information, additional resources and for greater accessibility of localised services. Particular aspects of EDT work are highlighted and the value of reflecting on work undertaken from a different point of view to that usually adopted is illustrated. The article concludes that social workers can be positively challenged to think about their practice by consulting with those who receive services.