Customer Survey 2021
The following tables show responses to our annual survey. Below these is our analysis recording thanks to our customers for taking the time to respond, highlights what you are happy about, acknowledges where we have work to do and what we propose to do to make our service better for you.
| Is Gracious Care a Caring Company? | Yes (number) | No (number) | Doesn't Apply | Customer Comments [our response] |
|---|---|---|---|---|
| Do staff treat you with kindness, dignity, help you to maintain your independence? | 12 | Very much a feature of all carers who help me. | ||
| Elaine is the best carer ever | ||||
| Staff give me choices over what to wear, what to eat & drink, what I want to do | 8 | 4 | ||
| Staff have time for me, they talk to me, listen to what I am saying | 12 | |||
| If I am unwell staff will stay and help me | 12 | Not happened but I know they would. | ||
| I hope so. Has not arisen [has and we did]. | ||||
| 1 said they did not know if we would help them if they had covid [we have]. | ||||
| Staff know me and about how I wish to have care | 12 | I would like to have a bath more often [Carers run out of time - sadly our customer is slowing down] | ||
| I have a black folder which the staff use to log in and out | 12 | |||
| The black folder has a customer guide and a statement of purpose in it | 12 | |||
| I have either had a Care Review by someone visiting or I have had a review over Zoom because of restrictions. | 12 | I had one six months ago. | ||
| The initial meeting was very good. | ||||
| Staff have worn PPE to care for me | 11 | 1 |
| Is Gracious Care an Effective Care Provider? | Yes (number) | No (number) | Doesn?t Apply | Customer Comments [our response] |
|---|---|---|---|---|
| I am always asked what I would like to eat and drink to help me have a healthy and balanced diet | 7 | 5 | ||
| Staff are well trained | 12 | |||
| Staff have sufficient time to do all that I want them to do | 11 | 1 | Sometimes they are short of time | |
| Staff uphold your rights as a customer | 12 | |||
| Staff Understand the Mental Capacity Act | 10 | 2 | ||
| Staff have details of POA which protect me | 6 | 6 | ||
| If I have a DNAR staff know where this is | 2 | 10 | ||
| Staff tell me what they write about in the care notes | 7 | 5 |
| Is Gracious Care a responsive? | Yes (number) | No (number) | Doesn?t Apply | Customer Comments [our response] |
|---|---|---|---|---|
| Do the Care Team respond promptly to request for help? | 12 | |||
| When I ask for a change in the care plan Gracious Care will try to make changes to help me but will tell me why if they cannot | 12 | |||
| Gracious Care understands my preferences, this is included in my care plan. | 11 | 1 | ||
| Gracious Care listeners to my concerns | 12 | |||
| Gracious Care will add changes to my medication straight away | 6 | 6 | ||
| Gracious Care will always ask me how I am | 12 | |||
| Gracious Care uphold my confidentially | 12 | |||
| Gracious Care have responded well to the COVID situation | 12 |
| Is Gracious Care a Safe Service? | Yes (number) | No (number) | Doesn?t Apply | Customer Comments [our response] |
|---|---|---|---|---|
| Gracious Care have kept me safe during COVID | 12 | |||
| I understand from Gracious Care how to keep safe and to report to them any concerns | 10 | 2 | ||
| Care staff respect my home and personal belongings | 12 | |||
| The care staff do not discriminate against me for example my religion, gender age etc | 11 | 1 | ||
| Any special equipment I have in my home has been assessed as safe (hoist, stair lift etc) | 7 | 5 | ||
| Staff can deal with emergency situations and keep me safe | 11 | 1 | ||
| The care I have from Gracious Care is sufficient to keep me safe | 11 | 1 | ||
| Staff remind me to take my medication and explain what it is for | 7 | 5 | ||
| Gracious care helps me to keep my home and belongings safe (Key safe) | 8 | 4 |
| Is Gracious Care a Well Led Company? | Yes (number) | No (number) | Doesn?t Apply | Customer Comments [our response] |
|---|---|---|---|---|
| Do your staff seem happy in their work | 12 | I have no complaints | ||
| Do you feel that staff are knowledgeable? | 11 | Majority | ||
| Staff communicate with each other, so I know everyone knows what I need | 11 | Care staff read the care notes | ||
| I am encouraged to make suggestions | 11 | 1 | Not always implemented | |
| I am confident that I would be listened to | ||||
| I believe that Gracious Care recruits? staff correctly and that I feel safe | 11 | 1 | ||
| I know how to let the managers know if I want to give a carer a compliment | 8 | 2 | 2 | Not sure |
| I tell staff myself | ||||
| My family use open pass so they know how I am | 9 | 1 | 3 | I do not know what it is |
| I am aware that Gracious Care carry out spot checks on staff | 12 |
Customer Survey 2022
The business sent out 45 customer surveys on 1st January 2022. As of the 09/02/2022, 12 were returned. Our questions are designed to prompt responses which will help us to assess how our customers feel about the service we provide, confidentially.
Thank you to all those responding to this survey. It's through your feedback that you can help us build a picture of emerging practices, better understand requirements, track trends in care provision and adapt in response to changing customer expectations.
Is the company caring? – The results of the survey show that all answering believe that we are a caring company. In answer to questions regarding some areas of our work, customers responded that their care needs do not require inclusion of the service in question therefore they answered, ‘not applicable’. Two customers replied that care staff were not always wearing PPE. We were disappointed at this response. Spot checks have consistently shown that our care staff are wearing PPE (Personal Protective Equipment). Our training stresses the importance of high standards of hygiene and consistent use of PPE, especially during this pandemic. During this time, two customers insisted that masks were removed, and only face shields used as they could not understand the care staff.
Is the company well led? – This result showed us that we need to do better in encouraging customers to make suggestions. There is a section on the website for making suggestions but in future we will put a slip in the customer folder so they can pass the suggestions to the care team. We need to make it clearer that customers can communicate with the administrative and other office staff for any reason through their care staff as well as using any other means. We have many compliments conveyed to us by our staff, either as a note or verbally. We value and act on all communications. The PASS system is not used by all so we will raise awareness of this alternative and maybe this question needs to be rephrased.
Is Gracious Care Effective? – The responses to these questions indicated to us that staff need to consistently read to our customers what they write about them in reports to the office and on PASS where it can be accessed by family members authorised by the customer. The rest of the results are as we would hope and expect to see.
Is the company Responsive? - The whole team were absolutely delighted that you all said that we were responsive to your care needs and your general wellbeing.
Is the company Safe? – The results from the survey show that you are happy with the way we keep you safe. This includes your personal belongings and the equipment we use.