Service Standards

• Our Performance Targets
• Customer Service Standards

Our Performance Targets

In the hospitals:

• We will send all the completed work to the pupil’s school with a full report if the pupil is on the register for two weeks or more.

• Following medical advice, a fax will be sent to the school indicating whether the pupil will return within 3 weeks or after a longer period. If it is a longer period then we will recommend to the school that home teaching should be provided.

• If the pupil lives in Sheffield, the home education (Medical Outreach) will be arranged by our service.

Medical Outreach

• We offer five hours teaching per week to pupils, depending on their needs and condition.

Anxious and Withdrawn pupils

• We offer five hours teaching per week to pupils, depending on their needs and condition if referred by a CAMHS consultant.

• We offer a purchased service to schools which feel that more hours are needed.

Teenage Parents

• We offer six hours teaching per week for a 12 week period of ‘maternity leave’.

Customer Service Standards

• Telephone answered within 4 rings

• Staff give name when answering your call

• No calls transferred inappropriately

• Letters answered within 10 working days

• Letters include name and contact details of the sender.

• Emails responded to in 5 working days

• We will respond to answerphone messages the next working day.

If things go wrong, please tell us!

• If you have any complaints about our service we will endeavour to deal with them on the day they are received.

• If that is not possible we will respond to you within seven working days.

• If the matter requires further investigation we will respond to you within twenty eight days.

Number of complaints received in the last two school years:

• 2005/06 - None

• 2006/07 - 1 (response made within 8 days)