What Happens to Your Feedback?

This graphic shows how feedback moves from parent carers to OxPCF and into the Local Area Partnership.

We gather feedback from a range of sources, including emails, online forms, SEND Room discussions, SEND Connect sessions, community events and wider engagement activity. We then organise that feedback into themes and raise those themes in the appropriate meetings and workstreams across Education, Health and Social Care.

The process is not always quick, and progress depends on partner organisations responding and taking action. The diagram reflects the journey from listening, to identifying themes, to raising issues, and following up.

We are often asked what happens after families share feedback with OxPCF. This page explains the process in more detail and what you can expect from us.

How to Share Feedback

If you would like to share feedback with us, you can:

• Email us at feedback@oxpcf.org.uk

• Use our online feedback form: https://bit.ly/OXPCF

• Speak to us at a SEND Connect session or event. You can find details of upcoming events on our website here: OxPCF Events

• Share your experiences in SEND Room, our peer support group on facebook.

Please note that due to the volume of emails we receive, we are not always able to respond individually to every message. However, all feedback is read, recorded and used to inform our work. In some cases, we may contact you for further information if it would help us better understand the issue or theme.

1. We Listen

We gather feedback in a number of ways, including emails, online forms, SEND Room discussions and community events.

Every piece of feedback matters. Individual experiences help us understand what families are facing day to day.

Even if you do not receive a personal reply, your message contributes to the wider picture and helps us identify patterns and emerging concerns.

We treat feedback sensitively. When we raise issues in meetings, we anonymise examples unless you have explicitly asked us to share your details.

2. We Look for Themes

While individual stories are powerful, our role is to influence at a system level.

We review the feedback we receive and identify recurring themes or patterns. When we see similar concerns raised by multiple families, this indicates a wider issue that needs to be addressed.

This thematic approach allows us to focus on systemic change rather than individual casework.

3. We Raise Issues in the Right Forums

OxPCF representatives attend and contribute to over 60 meetings and workstreams across the Local Area Partnership. This includes strategic boards, improvement workstreams and service-specific meetings across Education, Health and Social Care.

We raise identified themes with the appropriate service leads or governance groups. Depending on the issue, this may involve:

• Requesting clarification

• Challenging current practice

• Asking for data or evidence

• Seeking updates on planned improvements

• Escalating concerns where appropriate

Your feedback directly shapes these discussions.

4. We Follow Up

Once an issue has been raised, we continue to follow up.

However, OxPCF is not a decision-making body. We do not run services or control operational change. Progress depends on partner organisations responding, investigating concerns and agreeing next steps.

Some matters move quickly. Others take time, particularly where multiple teams are involved or formal processes must be followed.

There are occasions where we need to chase for updates before we can report back.

Why Don’t We Always Share a “You Said, We Did” Update?

We are committed to transparency. However:

• Some issues require detailed investigation

• Some decisions sit within governance processes beyond our control

• Some matters remain under discussion for extended periods

• Sometimes we are awaiting a confirmed response before we can share information

We do not wish to provide incomplete or speculative updates. If we communicate publicly, we want the information to be accurate and confirmed.

A lack of visible update does not mean a lack of action. In many cases, work is ongoing behind the scenes.

What OxPCF Can and Cannot Do

We can:

• Ensure parent carer voice is heard at a strategic level

• Raise systemic issues with senior leaders

• Escalate unresolved themes

• Challenge and question where needed

• Advocate for improved communication and transparency

We cannot:

• Investigate individual complaints

• Directly change operational decisions

• Override statutory processes

• Deliver or manage services

If you need support with an individual case, we may signpost you to the appropriate service or advice provider.

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Frequently Asked Questions

Will you reply to my email?

We aim to acknowledge messages where possible, but due to the volume of correspondence we receive, we are not always able to provide individual responses. Please be assured that all feedback is read and considered. Sometimes, if you have shared your email address, we may contact you to ask for further information to help us better understand the issue or theme.

Will my name be shared?

No. We anonymise feedback when raising issues in meetings unless you have given us clear permission to share your details.

Can you raise my individual case?

Our role is to address systemic issues rather than manage individual complaints. However, your experience may help us identify wider themes. If appropriate, we can signpost you to organisations that offer case-specific advice or support.

How long does change take?

This varies. Some issues can be resolved quickly. Others require investigation, cross-team agreement or formal governance processes, which can take time.

What if I have not seen an update?

If there has been no public update, it does not mean the issue has been dropped. It may still be under discussion or awaiting a confirmed response.

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We recognise that many of the issues families raise affect daily life in very real ways. While change within large systems can take time, please be assured that your feedback is recorded, organised into themes and consistently raised in the appropriate forums.

Thank you for continuing to share your experiences with us. They genuinely shape the conversations we are part of.