EPS/GC

12 September 2007  

Customer Care Newsletter 3

Dear Parent/Carer

I am now happy to issue the third Customer Care newsletter.  The first part looks at the issues and concerns raised by parents/carers over the past two years.  I have grouped them according to category and given a broad  indication of the action taken. 

The second part of this newsletter was written by Mrs. Gray.

Part 1 : Issues and Concerns During Session 2005/06

Part 1 : Issues and Concerns During Session 2006/07

Class Organisation

The concerns raised at the end of 2005/06 all related to the re-organisation of classes.  In each case Mrs. Gray or I met with the parents/carers and monitored the situation at the start of the next session.

Class Work, Homework and Learning Support

Some of these concerns came to light as a result of comments written by parents/carers on the “Jotters Home” sheets.  Each concern was followed up by letter and/or meeting.  Our Learning Support teacher, Mrs. Turner, was involved as appropriate. 

School Health Service

This was passed on to the relevant agency.

After School Clubs

Most concerns related to the allocation of places.  In each case Mrs. Gray or I contacted the parent/carer to explain the school’s policy.  Also, every effort was made to ensure that each child was given a place in at least one club of his/her choice.

Behaviour Incidents

Mrs. Gray, Mrs. Hamilton and I log each incident that is brought to our attention.  In the case of serious incidents parents/carers are notified either by letter or “Cause for Concern” slip.  Contact is also made by telephone call and/or meeting as appropriate.  Incidents are also followed-up at regular intervals.

Missing Property

There have been a few instances of property going missing e.g. children taking wrong garments.  In such cases every effort is made to resolve the situation.  The school also has a lost property collection.  Full details are given in newsletters.

Vehicle Parking

There continues to be complaints from local residents concerning cars parking inappropriately and blocking driveways.  Both Mrs. Cowan (Eastertoun Nursery) and I have asked parents/carers not to drive down Manse Avenue.  This has been mentioned in numerous letters and other communications.  The school gate is now locked at 8.30a.m. and the zigzag lines on Mill Road have been extended.  Unfortunately some parents/carers continue to disregard these measures.  Eastertoun Nursery and Primary recently joined forces in the “Parksmart” initiative which had some success in addressing the problem.  We hope to repeat this in the future.

Playground/School Grounds

Following complaints about the uneven surfaces, a programme of repair work was carried out.  This was later extended to include the pathway from Mill Road to the school grounds.  Some parents/carers complained about the restrictions to school access/egress during these times.  These were passed on to the workers and every effort was made to minimise disruption.

Others/Miscellaneous

Some of these concerns related to particular children and are of a confidential nature.  Each incident is logged and followed up.

Part 2 – Analysis of Statistics, Suggestions and Comments

In the course of 06/07 we increased our attempts to find out whether we could improve the service we provide to our customers. Time was spent in analysing statistics and comments both written and verbal. Some points were taken up immediately while others will be implemented from early this session. A few will take longer to bring to fruition. This edition of our Customer Care leaflet provides an update on these actions and plans. 

Overall, the results showed a high level of satisfaction. However, inevitably there is always room for improvement and we would like to change some of our “goods” to “very good” and some of our “very goods” to “excellent”.

You wanted to be more involved in your children’s education.

∙ A box for your suggestions was put into the entrance foyer.

∙ Interim reports will be issued late October, early November.

∙ Parents of P7 pupils will be invited to bring their children with them to discuss their progress at this important transition stage.

You said our website could be improved.

  The process of updating this will begin in September 07.

The pupils said they would like more information about the weekly events.

∙ A weekly pupils’ bulletin was introduced.

∙ This is also on the “Welcome” notice board for visitors to read.

Some pupils responded that they did not feel safe around the school.

This alluded to the state of the paths and playground.

∙ Repairs have been carried out by the local authority.

Further improvements for pupils include:

∙ a pupils’ suggestion box

and

∙  new games painted to brighten the playground. A competition was held in which all the pupils were asked to design a playground game. We are hoping to have this painted this session.

∙ In consultation with the pupil council bright flower shapes were purchased. When the exterior works to the school building have been completed these will form a mural in the “quiet area.”

∙ The eco club discussed implementing a programme of planting around the school grounds. This will be extended during session 07/08.

To create a more stimulating learning environment we:

∙  increased the number of interactive smartboards in the school.

∙ used a donation from the PSA to purchase modern classroom tables and chairs.

Feedback from visitors showed that the main entrance to the building was not obvious.

∙ New signage was put up.

∙ In the course of this session another sign will be put up to brighten the east (P1/P2) entrance.

Comments  by visitors included the fact that pupils were polite and smart in their uniforms.

From September a book will be available outside the office so that these comments can be recorded.

Other plans for session 07/08 include:

> reissuing the questionnaire to all parents and comparing the results with those from last session.

> reissuing the pupils’ questionnaire to all pupils in classes P4-P7.

> providing name badges for all front line staff.

> providing identity badges for parents accompanying classes on outings.

> giving more choice of appointment times at parents’ consultations.

> ordering another bench for the “quiet area.”

> increasing our community involvement. Last session successful carol singing concerts were held at two of the local facilities for senior citizens. Some pupils also took part in a “reminiscences” session at one of the sheltered housing complexes. This session we will try to invite some of the more able to our Christmas shows.

I hope that you have found this information useful.  You are welcome to  contact Mrs. Gray or me if you would like to discuss any of the above or if you have any questions.  Please remember that there is a suggestion box available in the entrance foyer of the school.  Mrs. Gray and I are also happy to meet with you in person to discuss your suggestions.

Yours sincerely

G. Cowan (Headteacher)