Client Satisfaction Surveys
Agincare Homes Holdings
Along with all other services within Agincare, the last year has seen a significant step towards what is known as person centred care. In effect, this means putting residents at the heart and in control of every aspect of their care. Question 1 (The service I receive enables me to have choice and control over my daily life) explored this change and it is very pleasing that 93% of people thought we met or exceeded their expectations.
At the basic level it is very important that people feel safe in their care home and question 8 addressed this (I feel comfortable and safe with staff in the home). The overwhelming majority of people (95%) said they were satisfied or felt we exceed their expectations (up 4% on 2011).
Of some concern is the slight drop in the number of people who felt they knew how to make a complaint (down to 79% from 83%). We take stringent measures to inform our residents about their rights, which include making a complaint. There is no obvious reason for the drop in the level of awareness and we are taking active steps to address this issue.
When asked how happy they were about our overall service 97% of people felt satisfied or had their expectations exceeded (up from 95% in 2011).
Whilst there are areas in which we need to do better the 2012 survey demonstrates clearly that our residents appreciate the way they are placed at the centre of their care and treated with the dignity and respect they deserve.
An increase in the response rate to 43% is encouraging and very much reflects the interest that our Clients take in their own care. Along with the rest of Agincare, Live-in Care has been introducing greater person centred care over the past year or so. This has meant a change to the way we have done things in the past and has required a significant investment in training and the way we deliver care. It is therefore very pleasing to see that questions designed to seek views on how we are performing in this area such as “My care workers do things the way we have agreed that I want them to be done” have seen an increase on the 2011 results.
Whilst there is much to be proud of in these results there are areas where we could do better, such as how to make a complaint and providing information. As with all the other feedback from our Clients we will study the results and renew our efforts over the coming months to deliver person centred care of the highest quality.
Whilst there are areas in which we need to do better the 2012 survey demonstrates clearly that our Clients like being in control and at the centre of their own care. In addition, they appreciate the way we treat them with the dignity and respect they deserve.