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, Next of Kin & Care Manager s Satisfaction Survey Spring 2014 Introduction Providing quality care and service is our aim at all times, as part of our quality assurance procedure we have developed a Satisfaction Survey which was sent to all, their Next of Kin and Care Manager requesting their views of the home. To ensure that the satisfaction survey is reflective of the service that the home offers we have weighted the answers, when compiling the final survey results. Response Rate Questionnaires Dispatched: Questionnaires Returned: 2013 2014 +/- Variation 23 24 1 Next of Kin 13 16 3 Care Managers 23 24 1 17 18 1 Next of Kin 4 3-1 Care Managers 6 1-5 Response Rate: 45.76 % 34.38 % 11 % IMPORTANCE TO RESPONSE RECEIVED IN OVERALL RATING 60% 20% Next-of-Kin 20% Care Managers 100% Results 2
% IMPORTANCE TO OVERALL SATISFACTION 44% Staff 20% Food 16% Care & Support 8% Upkeep & Cleanliness Overall Quality of Service 7% Communication 5% Activities Summary of Overall Service Very / 2013 2014 +/- Variation % % % * OVERALL QUALITY OF SERVICE 63.80 84.43 20.64 A) Upkeep and Cleanliness Overall 83.75 96.47 12.72 B) Care and Support Offered Overall 63.29 89.41 26.12 C) Activities Overall 31.25 72.16 40.90 D) Food Overall 42.71 66.27 23.56 E) Communication Overall 64.17 86.27 22.10 F) Staff Overall 72.86 89.80 16.94 G) Home Overall 67.50 92.94 25.44 3
Very Fairly Not Very Not at all Section A: Upkeep and cleanliness of the building and garden How do you rate? 1) The outside appearance of the home? 2) The gardens? 3) The look of the interior décor? 4) How clean the building is? 5) The resident s bedroom facilities? 6) The resident's bathroom facilities? % % % % % Resident 29.41 64.71 5.88 0.00 0.00 Next of Kin 33.33 66.67 0.00 0.00 0.00 Overall 24.31 72.16 3.53 0.00 0.00 +/- 2013 0.20 10.20-10.39 0.00 0.00 Resident 23.53 64.71 5.88 5.88 0.00 Next of Kin 16.67 33.33 16.67 16.67 16.67 Care Manager 0.00 0.00 100 0.00 0.00 Overall 17.45 45.49 26.86 6.86 3.33 +/- 2013 7.03-25.34 8.11 6.86 3.33 Resident 17.65 76.47 5.88 0.00 0.00 Overall 23.92 72.55 3.53 0.00 0.00 +/- 2013 10.00 13.92-23.92 0.00 0.00 Resident 47.06 47.06 5.88 0.00 0.00 Next of Kin 33.33 66.67 0.00 0.00 0.00 Overall 34.90 61.57 3.53 0.00 0.00 +/- 2013 24.51 16.86-20.20 7.06 0.00 Resident 17.65 76.47 5.88 0.00 0.00 Overall 23.92 72.55 3.53 0.00 0.00 +/- 2013-12.33 40.88-28.55 0.00 0.00 Resident 23.53 76.47 0.00 0.00 0.00 Overall 27.45 72.55 0.00 0.00 0.00 +/- 2013 43.33 37.13-21.25 0.00 0.00 4
Very Fairly Not Very Not at all Section B: Care and Support offered How do you rate? 1) The overall atmosphere of The Haven? 2) The welcome residents and visitors are given? 3) The standard of care a resident receives? 4) The resident's health and personal care? 5) The relationships formed between residents? 6) The hygiene, grooming and personal presentation of the resident? 7) How we meet the individual needs and preferences of the resident? 8) Safety in the event of an emergency such as a fire? % % % % % Resident 11.76 76.47 5.88 5.88 0.00 Overall 20.39 72.55 3.53 3.53 0.00 +/- 2013 10.00 20.98-17.25 17.25-3.53 Resident 11.76 70.59 5.88 11.76 0.00 Overall 20.39 69.02 3.53 7.06 0.00 +/- 2013 1.73 21.69-26.47 3.06 0.00 Resident 11.76 82.35 5.88 0.00 0.00 Overall 20.39 76.08 3.53 0.00 0.00 +/- 2013-4.12 31.37-20.59-6.67 0.00 Resident 11.76 76.47 11.76 0.00 0.00 Overall 20.39 72.55 7.06 0.00 0.00 +/- 2013-0.78 17.65-16.86 0.00 0.00 Resident 17.65 70.89 11.76 0.00 0.00 Next of Kin 50.00 50.00 0.00 0.00 0.00 Overall 20.59 72.35 7.06 0.00 0.00 +/- 2013-23.92 61.96-3.53-10.59 0.00 Resident 11.76 82.35 0.00 0.00 0.00 Next of Kin 33.33 66.67 0.00 0.00 0.00 Overall 13.73 82.75 0.00 3.53 0.00 +/- 2013-7.45 38.43-20.78-10.20 0.00 Resident 11.76 64.71 17.65 5.88 0.00 Next of Kin 33.33 66.67 0.00 0.00 0.00 Overall 13.73 72.16 10.59 3.53 0.00 +/- 2013-0.39 27.45-16.86-6.67-3.53 Resident 5.88 88.24 5.88 0.00 0.00 Overall 16.86 79.61 3.53 0.00 0.00 +/- 2013-10.98 48.63-23.53-14.12 0.00 5
Very Fairly Not Very Not at all Very Fairly Not Very Not at all Section C: Activities How do you rate? 1) The choice of activities and events? 2) Are activities and events interesting? 3) The number of activities and events? % % % % % Resident 5.88 70.59 11.76 11.76 0.00 Next of Kin 33.33 33.33 0.00 33.33 0.00 Overall 10.20 69.02 7.06 13.73 0.00 +/- 2013 6.45 44.85-13.36-15.44-22.50 Resident 5.88 58.82 23.53 11.76 0.00 Next of Kin 33.33 33.33 0.00 33.33 0.00 Overall 10.20 61.96 14.12 13.73 0.00 +/- 2013 10.20 34.04-17.55-7.94-18.75 Resident 0.00 64.71 17.65 17.65 0.00 Next of Kin 0.00 50.00 0.00 50.00 0.00 Overall 0.00 68.82 10.59 20.59 20.59 +/- 2013 0.00 41.57-13.14-7.25-21.18 Section D: Food How do you rate? 1) The variety of dishes available? 2) The way personal choices are catered for? 3) The tastiness of food? % % % % % Resident 11.76 64.71 5.88 17.65 0.00 Next of Kin 33.33 33.33 0.00 33.33 0.00 Care Manager 0.00 0.00 100 0.00 0.00 Overall 13.73 45.49 23.53 17.25 0.00 +/- 2013-0.39 13.18-16.71 17.25-13.33 Resident 5.88 76.47 0.00 17.65 0.00 Next of Kin 33.33 33.33 0.00 33.33 0.00 Care Manager 0.00 0.00 100 0.00 0.00 Overall 10.20 52.55 20.00 17.25 0.00 +/- 2013 10.20 16.71-13.18 6.67-20.39 Resident 11.76 76.47 11.76 0.00 0.00 Next of Kin 33.33 33.33 0.00 33.33 0.00 Care Manager 0.00 0.00 100 0.00 0.00 Overall 13.73 52.55 27.06 6.67 0.00 +/- 2013 10.20 6.12-6.12-3.53-6.67 6
Very Fairly Not Very Not at all Section E: Communication How do you rate? 1) Your ability to contact a relative, friend or resident? 2) Communication with home staff? 3) Being informed by home staff of problems or progress? % % % % % Resident 23.53 41.18 17.65 11.76 5.88 Next of Kin 66.67 0.00 33.33 0.00 0.00 Overall 27.45 44.71 17.25 7.06 3.53 +/- 2013 2.45 12.39-22.98 7.06-9.80 Resident 17.65 64.71 11.76 5.88 0.00 Overall 23.92 65.49 7.06 3.53 0.00 +/- 2013 23.92 29.65-26.12-7.06-20.39 Resident 17.65 70.59 5.88 0.00 5.88 Care Manager 0.00 0.00 100 0.00 0.00 Overall 23.92 49.02 23.53 0.00 3.53 +/- 2013 20.39 2.59-9.65-10.20-3.14 7
Very Fairly Not Very Not at all Section F: Staff How do you rate? 1) The attentiveness and responsiveness of staff to matters of concern to you or the resident? 2) The procedure for making complaint? 3) The service you have had from the Manager and Deputy Manager? 4) The service you have had from the Project Worker Team? 5) The work of the Housekeeping Team? 6) The work of the Kitchen Team? % % % % % Resident 11.76 64.71 11.76 5.88 5.88 Next of Kin 100 0.00 0.00 0.00 0.00 Overall 27.06 58.82 7.06 3.53 3.53 +/- 2013 16.39 30.07-18.77-13.55 28.80 Resident 11.76 82.35 0.00 0.00 5.88 Next of Kin 50.00 0.00 50.00 0.00 0.00 Overall 17.06 69.41 10.00 0.00 3.53 +/- 2013-4.61 31.08-6.67-18.33-1.47 Resident 16.67 72.22 0.00 5.56 5.56 Next of Kin 100 0.00 0.00 0.00 0.00 Care Manager 100 0.00 0.00 0.00 0.00 Overall 50.00 43.33 0.00 3.33 3.33 +/- 2013 8.63 15.69-24.31-3.33 3.33 Resident 16.67 61.11 16.67 0.00 5.56 Overall 23.33 63.33 10.00 0.00 3.33 +/- 2013 0.48 25.24-22.38-6.67 3.33 Resident 29.41 58.82 11.76 0.00 0.00 Next of Kin 0.00 100 0.00 0.00 0.00 Overall 17.65 75.29 7.06 0.00 0.00 +/- 2013-1.69 31.29-18.94-6.67-4.00 Resident 23.53 70.59 5.88 0.00 0.00 Next of Kin 50.00 0.00 0.00 50.00 0.00 Overall 24.12 62.35 3.53 10.00 0.00 +/- 2013 1.26 19.02-23.61 3.33 0.00 8
Section G: Additional Views & Suggested Improvements SECTION A: The upkeep and cleanliness of the building and gardens Lovely building well maintained House is very well maintained throwing back empty sugar/coffee sachets. Blocked basin slight blockage. Happy with the facilities Like the bathroom. The building is a very pleasant place to live. As far as I am concerned everything is satisfactory. People walking over the mopped floor doesn t help the cleaning staff. The hostel is spotless. Next of Kin I haven t seen the garden so I can t comment. As for cleanliness, I was told a mouse appears from behind the fridge in the kitchen which raises a question about how you deal with vermin and what preventative measures you have put in place. SECTION B Care and support offered Would like more spending money and to buy my own beers. Would like a dog here. At first I found it hard but there were things going on with me, but I feel supported here, I m getting there. On the whole I am happy here, I feel safe here. I would like to move on at some point, didn t like the Haven at first but now I like it. Atmosphere relaxed Sometimes trouble but I stay away Would like more explanation about situations. Too many people living on top of each other. Keep myself to myself I am happy that I can shower in my room, cleaners clean the bathroom. Want more control re money and alcohol More things for residents to do activities together Would like to know beforehand when there is going to be a fire drill written on the notice board. Care Managers offers satisfactory care to clients with varied and difficult needs. Next of Kin Without the care and support offered by the Haven, my brother s life would have been cut short. You have given him a home and a completely new lease of life. Thank you. The standards of the Haven the premises, general atmosphere, professionalism of the staff are to a high standard. The residents medical needs, security and independence are well catered for. Visitors and residents are treated with respect and dignity. 9
Section C: Activities Would like the opportunity to help with housekeeping tasks. Some games a bit childish Would like trips out to historical building, London attractions such as Hampton Court Went to Blackpool last year, Went to Manchester recently, go to see boxing. Really enjoy time away from the Haven, makes me feel alive. Was enjoying the mosaic. Trips to museums I d like to go swimming on my own. More events and trips things to do out of the hostel. Would like to see more activities especially outside of the haven Enjoy the arts activities, recently made Easter cards Boating Don t want to be stuck in all day More activities Art classes Cooking classes Music classes Day trips cinema, park Activities to be discussed at resident meetings Things to break up the day Monthly cinema club Trip Southend, enjoyed the BBQs Would like to go on holidays More trips out Two staff taking two residents waste of resources. Really enjoy the activities at the Haven Next of Kin To the best of my knowledge there is no activities or events. It would be nice to be taken out to a social club or sea-side etc etc. Although a start has been made in this direction, I think access to other services day centres/drop in services would enable my relative to establish links with the community and lead to developing his own social network. Although I understand the constraints in this matter, I think it would be of a great benefit to him. The range of activities is good. The introduction of the weekly newsletter is a positive step to keeping residents and relatives up to date with planned activities. However, how much effort is put into encouraging those who are reluctant to take part? Perhaps extra staff/volunteers specifically for this? Section D: Food The food and variety is getting better but could do with improvements Sometimes the evening meal choices can be poor Nigerian and West Indian food No problem in all the time that I have been here. Wouldn t mind having kippers, lemon sole. Happy they are trying to make changes Bit more variation in diet too much pasta and rice Bit more variety in the menu More West Indian food Would like a steak Don t eat lamb and always given choice for something else. 10
Given extra food when requested really happy with this. Don t like pies the one with mince was not very nice. Two choices in the evening is a good thing. Ask residents what food they like. Happy with it There are other people to take into consideration for food choices so I am happy with that. Next of Kin It would be nice to have a different culture food i.e. West Indies and curry at least once a week. Section E: Communication Get information from the board At the residents meeting or speak to the key worker. Sei has told me that at any time I can contact my brothers. Feel communicated to re meals/activities. Know about events/activities/film nights going on. Feels well informed Want more control over money, need more alcohol in the day. Would like to see bank statement and finances but told busy and to come back. Would like to contact my family but told see your keyworker, but keyworker is either sick, on leave or not here. Di supports me to email my daughter very happy with this. Next of kin Never had contact with the Manager or Deputy Manager. The project worker team are very helpful and kind. Overall I am very happy with all the communication. Whenever I ring to find out anything, I am always given an answer. All the staff in the office are very pleasant. SECTION F: The staff Feel like you wait 3-4 hours for an answer about something. This then may be passed on to someone else. Sei really listens, I feel that I can complain directly to him. Good service, doesn t get better than this. Project Workers good people They treat me very well, here to help us. No problems Some could be a bit more polite Don t always get on with my keyworker will be civil to her. Housekeeping staff very nice Listen to residents more Too much of too busy, come back, speak to your keyworker Do a good job Housekeeping staff smashing Unhappy that staff park outside the Haven, unhappy with the staff team, unhappy with social services. Next of Kin For number 5 and 6 I have no personal knowledge of these so feel unable to comment. I have found the staff to be excellent in providing medical needs, accompaniment to GPs and other health care services. However I sometimes that attention to routine tasks and for 11
emergencies that may arise limits the opportunity to relate on a purely social level with residents valuable in developing trust, social awareness and self confidence. 12