Satisfaction Survey 2018

Summary

As part of our aim for continuous improvement we run a satisfaction survey every year and we have just got the results in for our 2018 survey. I am delighted with the results which paint a great picture of how happy our clients and team members are with our home care and live in care service.

Of course not everything is perfect and that is the main reason for doing the survey, to find out where we could do better and then put things in place to improve.

This infographic Right at Home Infographic_2018_guildford picks out some of the highlights of the two surveys. We had a fantastic response rate from our team with around 90% of the team taking part, from our clients we had around a 50% response rate – we found that those we sent a paper survey to rather than email were much more likely to respond so next year we will do paper surveys all round.

The whole team should be incredibly proud of the client feedback, 99% of clients saying that they would recommend our services is something that could not be achieved without everyone doing their jobs exceptionally well.

Many people also left comments on their surveys, I have picked out a few to share with you…

Client Comments

“Right at Home is the best one I have had out of 3 agencies, 1st Class value for caring and sound advice along with a great amount of patience as I’m not easy and get very anxious over silly things, once I have talked with my manager I’m fine again.”

“I sometimes need, for personal reasons, to make small one-off changes to the schedules for the carer visits. The girls who deal with the schedules (Kelly and Sophie) are always extremely helpful and understanding and, if they are unavailable at the time I phone, they never fail to call me back at the earliest opportunity. The care manager (Lynsey) is equally helpful and professional. In addition, and very importantly, the carers themselves who come in to help with personal care and companionship are kind, caring and pleasant. I would not hesitate to recommend Right at Home.”

CareGivers – What do you like best about working for Right at Home?

“I feel appreciated and like making a difference”

“I like the fact that we spend a minimum of an hour with a client so that we can provide the best care possible and that we are introduced to each client before we care for them. Many care companies promise this but it doesn’t happen.”

“It feels like a family. Everyone seems to care what happens, There seems to be a good purpose to working there. The training was well thought about and nothing was left to chance.The backup whilst you are with a Client is on tap which makes you feel confident to do better, knowing that you have a support system.”

“Helping my clients, making a difference to their day. The company because they care about their staff and clients. The flexibility of my job.”

Next Steps

Following the survey we now need to identify where we can improve and what we are going to do to improve. The full results from the survey are quite detailed so the next steps are to run an internal workshop to review the trends and areas for improvement and then come up with an action plan.

We already have exciting plans in place this year, all of which are aiming to improve something about the business and I hope will fit in with some of the feedback.

A great example of this is a comment we had from a client’s daughter. They live far away and would like some way to know what is happening with their Mum every day. Our new digital care planning system that is currently being implemented gives family members access to a portal so that they can keep up to date with the day-to-day notes of their loved one.

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