City of York Council’s frontline customer contact teams in adult social care have been rated as being ‘excellent’ overall by an independent survey.
The mystery shopping report has praised access to social care advice, information and services as ‘excellent’, which is the highest available. The rating was only awarded to two of fifteen local authorities in the Yorkshire and Humber area, meaning York is among the best in the region.
The mystery shopping survey was carried out on behalf of the Yorkshire and Humberside Association of Directors of Adult Social Services, with representatives posing as customers contacting the adult social care team.
Between November 2016 and January 2017 the assessment tested telephone, website, face to face, through the main council reception, out of main office hours services to seek advice on a range of issues.
Out of the six channels assessed, three were rated as ‘excellent’ and three assessed as ‘good’. The website, safeguarding access and out of hours services were rated as ‘excellent’ with reception, face to face and telephone services being rated as ‘good’.