Menu

Search form

Text Size

 Agincare Care Homes - Customer Satisfaction Surverys

You are here

Care Homes Annual Satisfaction Surveys

Care Home Residents

Agincare has set a performance target of 80% for positive results. For the purpose of the 2017 report we have viewed positive results as anything above 80% (exceeding expectations and satisfied) and anything below 80% as a less than positive result.

92%“Overall, I am satisfied with the service I receive from Agincare”.

This is a slight decrease of 4% since the previous year’s survey. satisfaction-survey-logo-transparent

96%“Stated that staff are presentable and professional.”

This is the same as last year. satisfaction-survey-logo-transparent

96%“Reported feeling comfortable and safe with staff”.

A small decrease of 2% since the previous year.satisfaction-survey-logo-transparent

96%"Of respondents felt the staff treated them with politeness and respect"

A small decrease of 1% since the previous year satisfaction-survey-logo-transparent

91%"Reported positively regarding staff spend time on the things that are most important to me"

A small decrease of 1% since the previous year satisfaction-survey-logo-transparent

91%"Reported positively regarding the service I receive enables me to have choice and control over my daily life."

A small decrease of 3% since the previous year satisfaction-survey-logo-transparent

91%"Felt comfortable requesting changes to the service I receive."

A small increase of 2% since the previous year satisfaction-survey-logo-transparent

Verbatim Comments

At the same time as carrying out the Satisfaction surveys we also ask for comments on the services they have received throughout the year, listed below comments from each individual care Home. This also gives us a chance to find out where we have been going wrong and also where we have been going right. The findings from both the survey and the comments are circulated throughout the group so that good ideas can be shared and implemented in other care homes.

Agincourt Care Home Agincourt Care Home

“ It would be hard to improve – happy here”
“ If I need to talk to staff they are very approachable, I’ve only recently come here but I’m very happy"
“ Well, you can’t really improve much, the home is nice, I like the entertainment and food, I like the staff & find most of them pleasant” satisfaction-survey-logo-transparent

Badbury Care HomeBadbury Care Home

“ Recently my mother-in-law was placed into Bradbury Care Home we chose this home as we had used it previously for another relative. He was so happy during his year-long stay. We were always greeted with a good reception and offered tea and coffee. Nothing was ever too much trouble. So the choice of putting another relative here was without any issues at all. The home is immaculate and the staff and employees are well mannered and very helpful.” satisfaction-survey-logo-transparent

Blenheim Care HomeBlenheim Care Home

“ Very happy and content”
“ This form has been completed by my niece on my behalf as I have Alzheimer’s but I am happy and content at Blenheim” satisfaction-survey-logo-transparent

Crecy Care Home Crecy Care Home

“ I haven’t seen her this animated for several years and this is down to the high level of expertise you and your team deliver coupled with the extra curricular activities your staff provide” satisfaction-survey-logo-transparent

Edgehill Care HomeEdgehill Care Home

“ The staff are all friendly here & helped me to settle in well, overall I’m happy”
“ Considering I was a cook in the army I think the food is lovely. I am happy that the staff don’t force me to mix with the others, the staff are lovely and we always have a giggle”
“ We all have a laugh don’t we my love, I’m happy so far so don’t bl**dy change it"
" I am very happy here, trust me, I wouldn’t be here if I wasn’t” satisfaction-survey-logo-transparent

Fulford Care & Nursing Home Fulford Care & Nursing Home - customer survey

“We have found Fulford a rest home we can trust for our elderly aunt. The staff have gone out of their way to help her settle in and have been very kind. They also keep us well informed both when we visit and by phone calls. The décor is excellent and gives a good, relaxed atmosphere.” satisfaction-survey-logo-transparent

Gainsborough Care Home Gainsborough Care Home

“I am very pleased with the standard of care shown to Mum. The staff have been so kind and caring to Mum, which has enabled her to settle in well in the home and I have seen a completely positive change in her. The staff has assessed Mum and help her with eating and personal care. Every staff member has been very friendly to relatives visiting, who are able to visit any time. There is an activity every day and the afternoon tea with homemade cakes are excellent! ” satisfaction-survey-logo-transparent

Lansdowne Hill Care Home Lansdowne Hill Care Home

“Putting our nan in a home was the last thing any of us wanted and of course, choosing a home was something we had to do as a family. We all feel that Lansdowne Hill Care Home is the best place for nan as she is cared for beautifully. As "nan" said once "It's not the home but it's the closest thing!" and that says it all!” satisfaction-survey-logo-transparent

Maumbury Care Home Maumbury Care Home< - customer survey

“Just to say another big thank you to all of you for your kindness, care, professionalism, fun and friendship to my friend during his stay with you. Also for your kindness to all of us, his family. You made us feel that we were part of your family. Two very small words but meant from the bottom of our hearts.” satisfaction-survey-logo-transparent

Naseby Care Home Naseby Care Home

“Excellent, caring rest home. Staff are very efficient and pleasant, management very good and approachable. The meals are excellent. General cleanliness is good. I am very pleased my Wife, who is well looked after, resides here.” satisfaction-survey-logo-transparent

Rochester Care Home Rochester Care Home

“ Enjoy the company of the nurses, very good band of nurses who look after me, feel nurses under pressure but has a good laugh with them. Like the choice of food and TV. Don’t like doing activities but like watching films, would say if something was wrong”
“Have been here a few years & very happy here, it feels like home"
"Very happy living at the home” satisfaction-survey-logo-transparent

Tilford Care & Nursing Home Tilford Care & Nursing Home - customer survey

“ Excellent care provided by dedicated staff who treat the residents with respect and dignity in a clean healthy friendly environment. They deserve the highest praise for their commitment and dedication to the care of others.” satisfaction-survey-logo-transparent

Victory Care Home Victory Care Home

“I can only express my admiration for the standard of care he has received and the compassion, interest and professionalism shown by the staff. I am very happy that he is being cared for here and that his needs will be properly addressed.” satisfaction-survey-logo-transparent

Waterloo Care Home Waterloo Care Home

“ Not emptying bowels properly, wait too long to go on commode. Enjoy it when can have a laugh with the carers.” satisfaction-survey-logo-transparent

Summary & Action Plan

Once again these results demonstrate that the large majority of our care and nursing homes are providing a service which, overall, respondents are satisfied with. As previously stated, as a group we exceeded our required minimum acceptable ‘satisfaction’ rate of 80% on each and every statement. This is certainly something to be proud of whilst not losing sight of the need to continuously improve and to ensure a positive experience in all areas for each and every one of our residents.

The results highlight that the majority of care homes are continuing to perform to a very high standard; people feel comfortable and safe with the staff and in the homes, staff are presentable and professional, the homes are comfortable, clean and well maintained and overall people are satisfied with the service they receive. Whilst having 1 person unsatisfied is 1 too many it was encouraging that across all 10 homes only 2 people stated they were ‘unsatisfied’ with the ‘overall service they receive’. Whilst considering that most people who are satisfied won’t usually say so and will often only put pen to paper when there’s a problem or concern, this is quite an achievement and should be celebrated.

Making people more aware of and involving them in the planning of activities continues to be a lower scoring area (whilst still above 80% satisfaction) and is a reoccurring theme from the past 3 surveys. However, it is encouraging to see it steadily scoring higher each year with the aim being to achieve a minimum of 90% satisfaction next year. This is always a difficult area as activities that some people love others will hate. Residents and their family members who choose not to attend meetings will miss out on that opportunity to discuss options, outings or new entertainment. However, we will continue to strive to involve as many people as we can and to positively achieve as many requests as possible.

The people coming in to our services have ever increasing levels of complex, multi diagnosis needs and impaired mental or physical health which is inevitably going to have an impact on the content and response rates of such surveys. It will therefore mean that in many cases it will be a friend or visitor who may complete the resident surveys which will not necessarily be a fully informed response be it negative or positive. Managers are continuously striving to receive feedback through regular resident and family meetings, care reviews and daily interaction with their residents and, therefore, this survey plays only a small part in that important information gathering.

To conclude, as a group we have achieved over the minimum acceptable rate for satisfaction in each and every category and have received some wonderful comments and feedback along the way. Whilst mainly positive it is also of note that there has been a slight decrease in the percentages of satisfied responses in several areas and our overall response rate has dipped slightly. Therefore, all homes and staff teams will continue to strive for excellence in all areas and look to improve the results further for the coming year.

Care Home Relatives

Agincare has set a performance target of 80% for positive results. For the purpose of the 2017 taking 80% as the benchmark for a positive response, the homes scored positively on all of the statements .

93%“Always or usually agreed that they were made to feel welcome when I visit the care home or when I call to enquire after the person receiving care.”.

This is a slight improvement of 4% since the previous year’s survey. satisfaction-survey-logo-transparent

96%“Always or usually agreed that they felt that the care home meets the needs of the person receiving care?”

This is a slight improvement of 3.5% since the previous year’s survey. satisfaction-survey-logo-transparent

96%“Always or usually agreed that they are kept up to date with important issues affecting the person receiving the care (where necessary/appropriate)?”.

This is a slight improvement of 1.5% since the previous year’s survey.satisfaction-survey-logo-transparent

96%"Always or usually agreed that Of respondents felt the staff treated them with politeness and respect"

A small decrease of 4.5% since the previous year satisfaction-survey-logo-transparent

91%"Always or usually agreed that the care home gives the support or care to the person receiving it that you expected or agreed?"

A decrease of 18.5% since the previous year satisfaction-survey-logo-transparent

91%"Always or usually agreed thatv they are invited to attend resident & relatives meetings?"

A decrease of 12.5% since the previous year satisfaction-survey-logo-transparent

The following questions required straightforward ‘yes’, ‘no’ or ‘NA’ answers and, although below the 80% benchmark, the responses were positive:

76%“Agreed they and/or the person residing in the home receive enough information about the care home prior to admission?”.

"No" accounted for 11% and "NA" (no answer ) 13% satisfaction-survey-logo-transparent

73%“Agreed the care service responded appropriately if they or the person using the service raised any concerns?”

"No" accounted for 2% and "NA" (no answer ) 22% satisfaction-survey-logo-transparent

71%“Knew how to make a complaint about the care provided by the care service”.

"No" accounted for 17% and "NA" (no answer ) 5% satisfaction-survey-logo-transparent

Verbatim Comments

At the same time as carrying out the Satisfaction surveys we also ask for comments on the services they have received throughout the year, listed below comments from each individual care Home. This also gives us a chance to find out where we have been going wrong and also where we have been going right. The findings from both the survey and the comments are circulated throughout the group so that good ideas can be shared and implemented in other care homes.

Agincourt Care Home Agincourt Care Home

“ It would be hard to improve – happy here”
“ If I need to talk to staff they are very approachable, I’ve only recently come here but I’m very happy"
“ Well, you can’t really improve much, the home is nice, I like the entertainment and food, I like the staff & find most of them pleasant” satisfaction-survey-logo-transparent

Badbury Care HomeBadbury Care Home

“ Recently my mother-in-law was placed into Bradbury Care Home we chose this home as we had used it previously for another relative. He was so happy during his year-long stay. We were always greeted with a good reception and offered tea and coffee. Nothing was ever too much trouble. So the choice of putting another relative here was without any issues at all. The home is immaculate and the staff and employees are well mannered and very helpful.” satisfaction-survey-logo-transparent

Blenheim Care HomeBlenheim Care Home

“ Very happy and content”
“ This form has been completed by my niece on my behalf as I have Alzheimer’s but I am happy and content at Blenheim” satisfaction-survey-logo-transparent

Crecy Care Home Crecy Care Home

“ I haven’t seen her this animated for several years and this is down to the high level of expertise you and your team deliver coupled with the extra curricular activities your staff provide” satisfaction-survey-logo-transparent

Edgehill Care HomeEdgehill Care Home

“ The staff are all friendly here & helped me to settle in well, overall I’m happy”
“ Considering I was a cook in the army I think the food is lovely. I am happy that the staff don’t force me to mix with the others, the staff are lovely and we always have a giggle”
“ We all have a laugh don’t we my love, I’m happy so far so don’t bl**dy change it"
" I am very happy here, trust me, I wouldn’t be here if I wasn’t” satisfaction-survey-logo-transparent

Fulford Care & Nursing Home Fulford Care & Nursing Home - customer survey

“We have found Fulford a rest home we can trust for our elderly aunt. The staff have gone out of their way to help her settle in and have been very kind. They also keep us well informed both when we visit and by phone calls. The décor is excellent and gives a good, relaxed atmosphere.” satisfaction-survey-logo-transparent

Gainsborough Care Home Gainsborough Care Home

“I am very pleased with the standard of care shown to Mum. The staff have been so kind and caring to Mum, which has enabled her to settle in well in the home and I have seen a completely positive change in her. The staff has assessed Mum and help her with eating and personal care. Every staff member has been very friendly to relatives visiting, who are able to visit any time. There is an activity every day and the afternoon tea with homemade cakes are excellent! ” satisfaction-survey-logo-transparent

Lansdowne Hill Care Home Lansdowne Hill Care Home

“Putting our nan in a home was the last thing any of us wanted and of course, choosing a home was something we had to do as a family. We all feel that Lansdowne Hill Care Home is the best place for nan as she is cared for beautifully. As "nan" said once "It's not the home but it's the closest thing!" and that says it all!” satisfaction-survey-logo-transparent

Maumbury Care Home Maumbury Care Home< - customer survey

“Just to say another big thank you to all of you for your kindness, care, professionalism, fun and friendship to my friend during his stay with you. Also for your kindness to all of us, his family. You made us feel that we were part of your family. Two very small words but meant from the bottom of our hearts.” satisfaction-survey-logo-transparent

Naseby Care Home Naseby Care Home

“Excellent, caring rest home. Staff are very efficient and pleasant, management very good and approachable. The meals are excellent. General cleanliness is good. I am very pleased my Wife, who is well looked after, resides here.” satisfaction-survey-logo-transparent

Rochester Care Home Rochester Care Home

“ Enjoy the company of the nurses, very good band of nurses who look after me, feel nurses under pressure but has a good laugh with them. Like the choice of food and TV. Don’t like doing activities but like watching films, would say if something was wrong”
“Have been here a few years & very happy here, it feels like home"
"Very happy living at the home” satisfaction-survey-logo-transparent

Tilford Care & Nursing Home Tilford Care & Nursing Home - customer survey

“ Excellent care provided by dedicated staff who treat the residents with respect and dignity in a clean healthy friendly environment. They deserve the highest praise for their commitment and dedication to the care of others.” satisfaction-survey-logo-transparent

Victory Care Home Victory Care Home

“I can only express my admiration for the standard of care he has received and the compassion, interest and professionalism shown by the staff. I am very happy that he is being cared for here and that his needs will be properly addressed.” satisfaction-survey-logo-transparent

Waterloo Care Home Waterloo Care Home

“ Not emptying bowels properly, wait too long to go on commode. Enjoy it when can have a laugh with the carers.” satisfaction-survey-logo-transparent

Summary & Action Plan

These results demonstrate that our care / nursing homes are providing a service which, overall, respondents are satisfied with and that most care homes are performing to a very high standard in specific areas, such as the care homes meeting the needs of the person receiving care and being given the support or care that was expected or agreed. Another positive issue was the homes being clean and well presented.

Keeping people up to date with issues affecting the person receiving care, inviting them to attend resident and relatives' meetings and people knowing how to make a complaint are recurring themes and, therefore, work is required to improve further.

All verbatim comments were recorded and sent to the home managers and named respondents who made a verbatim comment of concern will have received a response from the relevant home’s manager and action plans will have been put in place. It was, however, excellent to see so many wonderful and complimentary verbatim comments.

Each care / nursing home manager has a folder in place with all the information and results of their individual surveys and this summary. The company-wide results can be found on our information porthole.

The key priority in our improvement plan is to try to increase response rates generally and specifically around the homes where zero responses were received this year. Another priority is to work to improving customer relations and communication, and making our complaint procedure clearer.

Overall, the results were positive and it was encouraging to see, with the exception of 3 results which were lower, all others showed improvement which is evidence of the continued hard work and ongoing pursuit of excellence by each of the care homes’ managers and staff.

Care Home Professionals

This survey was handed out to 'third party' participants who are Social Care and Health Professionals. They were asked to respond to the positive statements included on a survey by ticking the appropriate box: always, usually, sometimes, never.

75%said that the care service involved them appropriately so that the right service can be planned for people.

Of the 14 homes, the following eleven care homes received responses:- Agincourt, Blenheim, Crecy, Edgehill, Gainsborough, Lansdowne Hill, Naseby, Rochester, Tilford, Victory and Waterloo satisfaction-survey-logo-transparent

78%said that people's social care and health needs were monitored, reviewed and met by the care service

Of the 14 homes, the following eleven care homes received responses:- Agincourt, Blenheim, Crecy, Edgehill, Gainsborough, Lansdowne Hill, Naseby, Rochester, Tilford, Victory and Waterloo satisfaction-survey-logo-transparent

81%Said the care service sought advice and acted on it to meet people's social care and health needs and improve their well-being

Of the 14 homes, the following eleven care homes received responses:- Agincourt, Blenheim, Crecy, Edgehill, Gainsborough, Lansdowne Hill, Naseby, Rochester, Tilford, Victory and Waterloo satisfaction-survey-logo-transparent

78%Said the care service supported people to manage their own medication or manage it correctly for them where this is not possible

Of the 14 homes, the following nine care homes received responses:- Agincourt, Blenheim, Crecy, Edgehill, Gainsborough, Lansdowne Hill, Rochester, Victory and Waterloo satisfaction-survey-logo-transparent

81%Said the care service respected people's privacy and dignity

Of the 14 homes, the following eleven care homes received responses:- Agincourt, Blenheim, Crecy, Edgehill, Gainsborough, Lansdowne Hill, Naseby, Rochester, Tilford, Victory and Waterloosatisfaction-survey-logo-transparent

72%Said the care service's managers and staff have the skills and experience to support people's health and social care needs

Of the 14 homes, the following eleven care homes received responses:- Agincourt, Blenheim, Crecy, Edgehill, Gainsborough, Lansdowne Hill, Naseby, Rochester, Tilford, Victory and Waterloo satisfaction-survey-logo-transparent

75%Said the care service respond to the diverse needs of individual people

Of the 14 homes, the following eleven care homes received responses:- Agincourt, Blenheim, Crecy, Edgehill, Gainsborough, Lansdowne Hill, Naseby, Rochester, Tilford, Victory and Waterloo satisfaction-survey-logo-transparent

Overall, these results are very positive with only 1 respondent answering 'sometimes' to any of the statements.

Comparison to 2016/17

Overall response rate this year of 25% matches that of last year identically. The target next year is to be set at 30% taking into account the fact that many health care professionals will simply not have the time to complete such surveys and therefore, it is likely that the response rate will be less than that set for resident surveys of 40%.

There was a slight decrease in overall satisfaction of 3%, mainly due to one person from one service stating ‘sometimes’ on all but 1 question. However, an increase from 89% to 100% was achieved on ‘Does the care service involve you appropriately so that the right service can be planned for people’ which is a great achievement.

Careers in Care Start Your Future Now

"If you like it you'll love it - you just have to give it a go!"

Sarah from Brighton

FREE
Care Assessment