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Post by sandra070475 on Jul 24, 2006 15:36:28 GMT
I have been going through all my paperwork ready for next week. Was looking on other boards, there's some information on there re Complaints books / forms. Has anyone got a copy of the form or what we are meant to do. Do I need to give the parents a questioner to see how I am doing. Thanks for you're support ready for next week. Trying to make sure I have got everyting covered head spinning.
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Post by Pauline on Jul 24, 2006 20:27:59 GMT
Hi Sandra, You don't really need a complaints book. My interpretation of the rules (and please, anyone, do feel free to correct me if you think I'm wrong) is: What you need for the parents is a Complaints Procedure giving details of how you intend to deal with complaints and what will happen in the event of a complaint. Also give details in the procedure of how and to whom they should complain if they are not happy with the outcome of any discussions with you. If you need ideas for a procedure Dobby posted a link to her local childminding association site in the information board and they have some good info on there. You will also need a Complaints Form to record any complaints. You should have a copy of one in one of your Ofsted standard booklets. Mine is at the back of "Daycare and Childminding: guidance to the national standards, revisions to certain criteria October 2005" but whether you have more up to date books I don't know. You are allowed to copy the form from the book (I checked with Ofsted) but you don't have to use that form, you can make your own if you wish but your form must contain all the same information as the Ofsted one. You are welcome to borrow my booklet and photo copy the form if you can't find yours, although you should have one somewhere in the piles and piles of books and papers you have!! Re questionnaires: I don't know any minders who give out questionnaires but I have heard that some do, personally I like to get feedback through talking to the parents rather than forever giving out forms to be filled in but it's all a matter of choice in how you run your business and there are no hard and fast rules. Hope that helps!
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Post by babbs on Jul 25, 2006 6:26:37 GMT
I get confused between policies and procedures they look the same to me and I'm not sure what to do as which. I don't do questionaires either it's hard enough getting parents to fill in the forms we need as it is without chasing them for more. Barbara
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Post by Pauline on Jul 25, 2006 8:23:36 GMT
Well some of the NCMA paperwork I have reads:
What is a policy?:
* A policy is a written statement about how you intend to work in relation to a particular aspect of childminding.
* It describes the standards you aid to meet
* It explains the principles and methods you base your practice on, and may refer to legal requirements.
What is a procedure?:
*A procedure is a written statement about how you plan to act in certain circumstances
* It outlines a series of step-by-step actions you will carry out if certain situations arise.
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Post by cait on Jul 27, 2006 11:48:18 GMT
I don't do questionnaires either. Do you think that parents give honest answers? If you could do it anonymously then they might but I reckon they wouldn't like to criticise unless it was something major and they probably would just say nice things, which is good for showing Ofsted I suppose but not for getting true feedback on your service.. And it's not possible to do anonymous ones when you only have three to give out! Cait
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Post by susi513 on Aug 7, 2006 12:32:45 GMT
Complaints - I used the Ofsted form - just put a couple of copies (numbered) in a folder together with a copy of my complaints procedure which I give to all parents. Ofsted were happy with this.
Questionnaires - I give out a questionnaire to every parent that leaves. It occurred to me that, having looked after over 50 children in 5 years I had no way to show that no-one has left because they weren't happy with my care - its all been change of jobs/school etc.
People always promise to write references but I've only got 3 - since giving out questionnaires EVERYONE has returned one and so now I've got a nice little file of compliments to show Ofsted & prospective parents.
Questionnaire includes age of child, reason for leaving, what they liked most & least about the childcare, any suggestions for improving the service & would they be happy for prospective parents to contact them to discuss me. Admittedly, only one person has completed the "what did you like least" question so its still worth having a proper chat with each parent before they leave. And if the child is old enough to have a similar chat, its far more revealing!
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Post by Pauline on Aug 8, 2006 7:29:07 GMT
Your leaving questionnaire sounds a brilliant idea and as you say it's a great way of getting a reference. I suppose it would be hard to give one to a parent who was leaving because they were not happy though, knowing that it would come back very negative would be quite daunting - hope I never have to do it!!
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lisa
New Member
Posts: 0
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Post by lisa on Aug 18, 2006 18:47:10 GMT
I have a complaints folder, yet another empty foler for ofsted to clutter up the place, I just have in it a few copies of the odsted complaints form and I've added my logo to it.
I send parents an indepth annual questionairre which I keep in the child's file.
Lisa :-)
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