IASSN - Service User Feedback Report 2017

The Quality Standards for Information, Advice and Support Services emphasise the importance of assessing the outcomes of the work done by Information, Advice and Support Services (IASS).

Historically IASS (formerly Parent Partnership Services) have always used a variety of methods to seek feedback from service users. This has included the use of post intervention questionnaires, telephone interview, focus groups, suggestion boxes, and analysis of complaints. A consultation process in 2015 by the IASS Network led to the development of a set of 6 core questions that all IASS were then asked to incorporate into their service user feedback questionnaires.

Following on from the succesful findings of a 2016 pilot evaluation, this year's report also incorporated case studies evidencing both the general work of IAS Services when supporting families, and examples where involvement of IASS had resulted in changes in local policy and practice. In terms of the report's scale - feedback was recieved from over 2,700 users of IASS (parents and CYP), from 109 IAS Services from across England. Similarly to the pilot, high levels of user satisfaction have been found:

  • 95% of users thought the IAS provided by their local service was helpful.
  • 95% said their local IASS was ‘neutral, fair and unbiased'    
  • 89% of users thought IAS provided by their local service made a difference
  • 96% of service users would recommend their local IAS Service to others.    

This reporting will be undertaken every year by the IASS Network. The next report will be finalised in Autumn 2018.