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Agincare Care Homes - Customer Satisfaction Surverys

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Agincare Annual Satisfaction Surveys

Domiciliary Care Service Users

Our average response rate of 35% should be considered very good when compared to the average response rate in the UK for a direct mail of 8.6%. It provides us with more than sufficient data to consider it to be a meaningful survey result. This year we sent surveys to 194 more people than last year showing the growth in people using our services over the period

100%“Would recommend a friend who needed a care service”

When asked if they would recommend a friend who needed a care service, 100% of those who responded agreed they would which is a very encouraging response, it was 100% last year which had been an increase of 12% from the previous year (88%). Interestingly, people are choosing not to answer this question rather than answer it ‘no’. Agincare Client Satisfaction Survey

84%“Overall, I am satisfied with the service I receive from Agincare”.

This is a 5% decrease on last years 89%Agincare Client Satisfaction Survey

95%“I am treated with politeness and respect by my care workers”.

The highest average score by statement was 95% (96% same as last year up from 94% in 12/13) agreeing or strongly agreeing that they are treated politely and with respect by care workers, and 95% and feeling comfortable and safe with their care workers. Agincare Client Satisfaction Survey

98%Eastbourne scored 98% across all statements.

There were also several branches achieving high ratings combining the ‘exceeds expectation’ and ‘satisfied’ responses. Agincare Client Satisfaction Survey

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 some of the offices. 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 offices.

A total of 1049 surveys were received across all branches, of these 446 included additional comments, some positive comments and some negative ones.

They make me feel like a 'human being' again.

“ ‘They are all very kind and understanding and understands how my illness affects me from day to day. They make me feel like a 'human being' again. They also know how to laugh with me and that helps me get over each day. Thank you to them all.” satisfaction-survey-logo-transparent

They all bring a breath of fresh air

“ I am very happy with all the care I have received from my carers. They all bring a breath of fresh air when they come and are willing to help you in every way they can. They have helped me gain more confidence and helped me with their happy and bright ways. Thank you so much.” satisfaction-survey-logo-transparent

She said that she was the best carer she has ever seen

“ Just to let you know that when I was doing Mrs F's review today the warden stopped me on the way out to say how brilliant TH was. She said that she was the best carer she has ever seen and she really does care.” satisfaction-survey-logo-transparent

She is 'absolutely brilliant'

“I write to express my thanks and gratitude to my mum's carer, CW. As you may know, mum had a fall recently and C found her on the floor and dealt with the emergency services in a professional and compassionate manner, getting her into hospital for the treatment she needed. She is wonderful with mum who has Alzheimer's. She puts her at ease when she is confused and mum so looks forward to her visits. She has been such a great support to me and D at this difficult time that we now look on her as a friend, not mum's carer. C also dealt with the physiotherapist in my absence who later commented to me that she is 'absolutely brilliant'. C is so dedicated and, in my opinion, is such an asset to Agincare. ” satisfaction-survey-logo-transparent

We can't thank you enough for the wonderful care

“ We can't thank you enough for the wonderful care you have given my mother over the last year. She has grown very fond of all the care workers who have looked after her and will miss them. You run a first class service and we have been so impressed with the quality of your staff and their genuine warmth and caring natures - it has been outstanding. Please thank all of them on our behalf and let them know how much we have valued them. We are so grateful for your constant help and support at all times. You have been like a family to my mother..” satisfaction-survey-logo-transparent

Mum feels safe and cared for with all at Agincare

“I would like to take this opportunity to say that my family are really pleased that this has been sorted out as I would have hated to have told Mum that we may have had to switch carers as she has been more than pleased with the excellent care she has been given and our special thanks to carer, NJ, who has been so lovely towards Mum. Mum feels safe and cared for with all at Agincare” satisfaction-survey-logo-transparent

D goes the extra mile every time she comes to the property

“ D is extremely efficient, very punctual always eager to please, goes the extra mile every time she comes to the property. D has a very positive attitude and always asks if there is anything else that she can do for us.” satisfaction-survey-logo-transparent

The caring approach is above and beyond the normal level of care

“ I was so pleased with the care and professionalism that she showed when she cared for my late husband. I felt that I must express my thanks and show that her caring approach is above and beyond the normal level of care and does not go unrecognised. Please can you place this letter on her file as I believe praise should be shown when its been earned” satisfaction-survey-logo-transparent

Summary & Action Plan

These results demonstrate that all our offices are providing a service which, overall, respondents are satisfied with despite the increased recruitment pressures. We must also be mindful that we simply had more customers and our challenge is to continually seek to achieve an increasingly personalised responsive service to people as we grow.

All respondents who have made a verbatim comment have received a response from the local manager either simply an acknowledgement or thank you for contributing and/or where a concern or complaint has been made a suitable response to seek to resolve the matter.

Domiciliary Care Relatives

Relatives or next of kin were asked to respond to the positive statements included on the Service User Satisfaction Survey by ticking the appropriate box - always, usually, sometimes, never, with questions 9 and 10 requiring a simple ‘yes’ or ‘no’ answer.

Our average response rate of 29% should be considered very good when compared to the average response rate in the UK for a direct mail of 8.6%. It provides us with more than sufficient data to consider it to be a meaningful survey result.

90%“Said the care service supports people to live the life they choose”

This was the highest figure across the relaives survey.Agincare Client Satisfaction Survey

86%“Felt that the care service meets the needs of your friend/ relative/ the person concerned”.

This is a 6% decrease on last years 92%Agincare Client Satisfaction Survey

86%“Who responded who said they would recommend our services”.

This is a 7% decrease on last years 93%Agincare Client Satisfaction Survey

84%Do the care workers have the right skills and experience to look after people properly?

There were also several branches achieving 100% for this question. Agincare Client Satisfaction Survey

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 some of the offices. 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 offices.

A total of 513 (392 last year) surveys were received across all branches, of these 276 included additional comments containing both positives and negatives and/or suggestions.

It's reassuring to know someone is helping her

“ This service has helped to relieve a lot of stress from me, as due to my age I am no longer able to give my daughter the help I previously was able to give. It's reassuring to know someone is helping her. Thank you” satisfaction-survey-logo-transparent

No task was too large or too small for the caring team

“ Following a period of 4 weeks in hospital and other three subsequent hospitalisation I needed home care. Though I live in excellent caring scheme for the elderly, the care is limited on a daily personal basis. In the beginning the care given to me has fastened my recovery and I am now living an active life as before. No task was too large or too small for the caring team. I have been most grateful for the service provided” satisfaction-survey-logo-transparent

She is 'absolutely brilliant'

“I write to express my thanks and gratitude to my mum's carer, CW. As you may know, mum had a fall recently and C found her on the floor and dealt with the emergency services in a professional and compassionate manner, getting her into hospital for the treatment she needed. She is wonderful with mum who has Alzheimer's. She puts her at ease when she is confused and mum so looks forward to her visits. She has been such a great support to me and D at this difficult time that we now look on her as a friend, not mum's carer. C also dealt with the physiotherapist in my absence who later commented to me that she is 'absolutely brilliant'. C is so dedicated and, in my opinion, is such an asset to Agincare. ” satisfaction-survey-logo-transparent

We can't thank you enough for the wonderful care

“ We can't thank you enough for the wonderful care you have given my mother over the last year. She has grown very fond of all the care workers who have looked after her and will miss them. You run a first class service and we have been so impressed with the quality of your staff and their genuine warmth and caring natures - it has been outstanding. Please thank all of them on our behalf and let them know how much we have valued them. We are so grateful for your constant help and support at all times. You have been like a family to my mother..” satisfaction-survey-logo-transparent

Mum feels safe and cared for with all at Agincare

“I would like to take this opportunity to say that my family are really pleased that this has been sorted out as I would have hated to have told Mum that we may have had to switch carers as she has been more than pleased with the excellent care she has been given and our special thanks to carer, NJ, who has been so lovely towards Mum. Mum feels safe and cared for with all at Agincare” satisfaction-survey-logo-transparent

D goes the extra mile every time she comes to the property

“ D is extremely efficient, very punctual always eager to please, goes the extra mile every time she comes to the property. D has a very positive attitude and always asks if there is anything else that she can do for us.” satisfaction-survey-logo-transparent

The caring approach is above and beyond the normal level of care

“ I was so pleased with the care and professionalism that she showed when she cared for my late husband. I felt that I must express my thanks and show that her caring approach is above and beyond the normal level of care and does not go unrecognised. Please can you place this letter on her file as I believe praise should be shown when its been earned” satisfaction-survey-logo-transparent

Summary & Action Plan

Overall, it is considered extremely positive that so many relatives feel our service enables people using it to live as they choose and although the scores for recommending our services and feeling it meets the needs of the person receiving it are lower than last year these still score well and are great positives. Relatives obviously wish to be more involved than we are currently managing make them feel and it is clear that then action planning by branches last year to address this simply were not followed.

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.

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