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 Agincare Care Homes - Customer Satisfaction Surverys

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Care Homes Annual Satisfaction Surveys

Care Home Residents

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

97%“Overall, I am satisfied with the service I receive from Agincare”.

This is an increase of 3% since the previous year’s survey. satisfaction-survey-logo-transparent

93%“The service I receive allows me to have choice and control over my daily life.”

This is a substantial increase of 12% since the previous year satisfaction-survey-logo-transparent

96%“Staff treat the residents with politeness and respect”.

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

100%In particular, Trafalgar received all positive feedback

Agincourt, Badbury, Blenheim, Naseby, Rochester, Victory & Waterloo received no feedback that stated that people were ‘unsatisfied’ with any of the statements, however, some answers had ‘partially satisfied’ responses, which I will now explore. 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 home_ico1

“ 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 Homehome_ico1

“ I would like to thank all the staff for caring & looking after mum, great home, great staff” satisfaction-survey-logo-transparent

Blenheim Care Home home_ico1

“ 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

Edgehill Care Homehome_ico1

“ 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

Gainsborough Care Homehome_ico1

“ Over the past few weeks things are starting to improve, starting with a good team of staff who are now well led!” satisfaction-survey-logo-transparent

Lansdowne Hill Care Home home_ico1

“Does not enjoy the meals, e.g. the vegetables”
“I enjoy living here & Tracy is a fantastic manager of the home and also they always listen to me”
“The home is very well run & the staff are very helpful” satisfaction-survey-logo-transparent

Naseby Care Home home_ico1

“ It's not a bad place to be & staff put up with my bad moods”
“ In general the staff are very pleasant & friendly. Sometimes it seems as though there aren’t enough staff, especially at weekends, it takes a bit of a long time sometimes for people to get to my room, I would be better downstairs”
“ Love the staff” satisfaction-survey-logo-transparent

Rochester Care Home home_ico1

“ 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

Victory Care Home home_ico1

“ Staff are always friendly”
“ Feel very satisfied with the service”
“ Very confident around staff, if wasn’t happy would tell a member of staff” satisfaction-survey-logo-transparent

Waterloo Care Home home_ico1

“ 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 all our care / nursing homes are providing a service which, overall, respondents are satisfied with. The results highlight that most care homes are performing to a very high standard in specific areas, such as, to name just a few; the homes being clean and comfortable, people feeling safe in the homes with the staff and staff spending time on things that are important to our residents. All named respondents who made a verbatim comment of concern have received a response from their homes manager and relevant action plans put in place within their place of residence. 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.

Care Home Relatives

Residents' relatives, carers and advocates were asked to respond to the positive statements included on a survey by ticking the appropriate box: always, usually, sometimes, never.

Response Rates

The highest response rates were in Agincourt (50%) and Gainsborough (43%) both of whom exceeded our in-house target of 40%. However, Blenheim (38%), Edgehill (38%) & Waterloo (39%) were all very close to target.

82%said that they and/or their friend/relative have information about the care service to help you make decisions

I wish to write to congratulate the owners/ trustees of Rochester Care Home on their achievement in producing a care home with an environment that deserves an Award for Excellence and that should 'set an example' to all other residential homes in the area. satisfaction-survey-logo-transparent

92%said that the care service meets the needs of their friend/relative/the person concerned

My mum had the most wonderful care at Chalgrove. The carers were exceptional and made the last 2 years of her life comfortable and happy. Agincare Homes Holdings satisfaction-survey-logo-transparent

84.5%Said they were kept up to date with important issues affecting the person receiving the care (if appropriate)

Thank you all for the care and kindness you showed to my mum during the last 2 years. Gainsborough Care Home satisfaction-survey-logo-transparent

93.5%Said the care service gave the support or care to your friend/relative that you expect or agreed

Thank you so much for everything you did for mum during her stay with you. We really appreciate all your kindness and in making her last days comfortable. Lansdowne Care Home satisfaction-survey-logo-transparent

96%Said the service's care workers have the right skills and experience to look after people properly

Truly delicious (meals). Waterloo Care Home satisfaction-survey-logo-transparent

86%Said the care service support people to live the life they choose

We would like to thank you so much for all you do for our mum. We are all so grateful to you. Waterloo Care Home satisfaction-survey-logo-transparent

83.5%Said they know how to make a complaint about the care provided by the care service if you need to

We just wanted to thank you all for your care and support over the last weeks. Unfortunately, mum was not with you for long but we were struck by the warm and happy atmosphere from the first time we stepped through the door and I know that she was loved and well cared for during her final days. You are an amazing group of people and I applaud you for your efforts. Maumbury Care & Nursing Home satisfaction-survey-logo-transparent

83.5%Said they were invited to attend relatives' meetings/forums/support groups

My husband is well cared for and I have no worries on that score. All the carers are kind, cheerful, caring and do their best to maintain a happy atmosphere. satisfaction-survey-logo-transparent

91.5%Said the care service responded appropriately if they or the person using the service has raised any concerns

I would like to convey my thanks to all the staff who knew mum and cared for her during the time she was a resident with you. Waterloo Care Home satisfaction-survey-logo-transparent

Conclusion

Taking 80% as the benchmark for a positive response, the homes scored highly on all of the statements, this is positive improvement on previous years. The lowest average score was 82% which indicates that generally people are satisfied with the service in the care homes.

Overall a positive result albeit from relatively few respondents. The main action points relate to improving customer relations and communication, improving response rates and making our complaint procedure clearer.

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.

100%said that the care service involved them appropriately so that the right service can be planned for people.

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

97%said that people's social care and health needs were monitored, reviewed and met by the care service

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

97%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 nine care homes received responses:- Agincourt, Blenheim, Crecy, Edgehill, Gainsborough, Lansdowne Hill, Rochester, Victory and Waterloo satisfaction-survey-logo-transparent

94%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

97%Said the care service respected people's privacy and dignity

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

97%Said the care service supported people to live the life they choose where 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

97%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 nine care homes received responses:- Agincourt, Blenheim, Crecy, Edgehill, Gainsborough, Lansdowne Hill, Rochester, Victory and Waterloo satisfaction-survey-logo-transparent

97%Said the care service respond to the diverse needs of individual people

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

85%Said the care service responded appropriately if you or the person using the service has raised any concerns

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

Overall, these results are very positive with only 1 respondent answering 'never' to any of the statements.

Comparison to 2014/15

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.

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