Listening and learning from our community

We recognise how important it is to be working to continually improve adult social care provision. It is crucial that changes, developments and improvements are meaningful to local people and that changes we make are as a result of having listened to people. We also take into account what the evidence is telling us, as well as what we interpret to be current and future demands on services.

Over the course of this year, we have consulted with and spoken to a range of people who use adult social care services as well as carers, providers and partner organisations. We have worked with local people in a variety of ways including consultation events, surveys, case studies, face-to-face interviews, through social media and have learned from the compliments and complaints we receive.

Adult social care survey

An important way in which we can find out what people think of our services is through surveys. The adult social care survey contributes towards the national Adult Social Care Outcomes Framework (ASCOF). It is carried out annually and gives us an understanding of how people feel about local support and services and how it affects their quality of life.

Survey findings

Finding from the latest survey show that our performance has remained good with only marginal difference in ratings over the last 3 years. The chart below compares specific measures that are used to assess our performance. 


The quality of life score is another key measure of performance, which has also remained high 19.1 out of a possible total score of 24.  This is a key measure that combines a range of essential parts of daily life.  These are your control over daily life, dignity, personal care, food and nutrition, safety, how well you spend your time , levels of social contact and how clean and comfortable your home or care home is.


Social Contact

Of all the measures of performance having as much social contact as you would like scored consistently less well than other measures.  Poor social contact can be associated with loneliness and Dudley Council is taking action to tackle loneliness, which is seen by the council as one of its key goals in strengthening local communities.


::Dudley Health and Wellbeing Strategy

Complaints and feedback

It is important for us to achieve effective resolution to complaints in the shortest time possible. As an organisation that cares about delivering a high quality service to the people of Dudley the essential factor is that we learn from what people tell us.


The numbers of people who were helped by council’s complaints service in 2017/18 was 134, this was a similar number to previous years.  There was a reduction in the number of compliments from 177 in 2016/17 to 140 in 2017/18

Moving forward

We use this feedback from local people to shape our priorities and targets for the coming year, along with our local and national pressures and demands. Going forward we will be looking to:

  • strengthen protection for adults at risk of financial abuse 

  • manage the impact of the living wage and ensure that care providers are able to meet their statutory requirements. There are specific pressures on residential care providers, domiciliary care providers and complex dementia care. We have developed a new commissioning strategy, which will be at the heart of this.

  • address pressures on preventative services and mainstream social care services as well as ongoing aging population pressures – people are living longer; there are more people with dementia and with complex conditions.

  • maximise opportunities in the voluntary sector.

  • further develop the Multi Agency Safeguarding Hub (MASH) and evaluate its co-location with the children’s MASH to further improve safeguarding.

  • support rising levels of hospital admissions and associated discharge issues, reducing the number of delayed discharges by improving the discharge process

  • address the rising costs of care

  • further develop the Dudley Disability Service. 

  • work in partnership with Dudley CCG and Black Country Partnership Trust to reduce the admission of people with disabilities into assessment and treatment units.

  • develop new approaches to address the issues of self-neglect, loneliness and isolation

  • further promote the take up of personal budgets and review any barriers that prevent people from managing their own support