Client Survey Results Right at Home Maidenhead 2015
Published: 14/10/2015
Client Survey Results Right at Home Maidenhead 2015.
We recently completed analysis of our last client survey and we thought you would be interested in seeing the results.
The surveys are anonymous, but coded for SOVA or other follow ups.
All survey returns are retained for Audit and review.
Each client receives a pre-paid stamp addressed envelope marked confidential.
Any issues, compliments or complaints are responded to immediately with the Client and/or Care giver.
We incorporate the feedback into Care giver supervisions and appraisals.
50% of clients sent the survey responded to the survey. In general there was a good trend between our survey in 2014 and 2015 with a similar number of clients responding. The majority of clients saying our over all standards were excellent.
The main area of concern for our clients was keeping them informed about any changes and not giving them the exact times requested.
We have put measures in place to call our clients if there are changes in advanced we have also asked carers to telephone directly if they are running late if it is safe to do so.
We are also investing in a new scheduling system which will allow clients and their relatives to see visit notes and schedules with carers and times which will help communication, this will be implemented before the end of 2015.
The questions asked were as follows;
| Questions |
| Appearing honest and trustworthy |
| Arriving on time and not letting you down |
| Being friendly, polite and respecting you as a person |
| Being willing to change their ways of working to suit you |
| Following correct procedures, e.g. in moving you, washing and bathing, helping you with your medication etc |
| Keeping you comfortable and safe |
| Keeping you informed about any changes or difficulties they are having in keeping to the schedule and plan |
| Keeping you informed and up to date about any changes to its services |
| Knowing their jobs |
| Listening to your concerns and needs and responding to them |
| Not hurting you when attending to you |
| Our Overall quality of Service |
| Providing the services that you want? |
| Providing you with up to date information about its services |
| Replying to your telephone calls and dealing with your correspondence |
| Responding to any complaints you may have had about our service |
| Responding to your concerns and questions |
| Showing commitment to helping you |
| Understanding your care needs? |
| Working together as a team (where applicable) |
| Working with your family and friends where they are involved in your care |
Clients answers options range from
| Excellent | Very Good | Good | Not Very Good | Poor |
Should you wish to see more detail then please do not hesitate to contact the office on 01628 200068.
Best regards
Scott MacRae
Director
