Customer Survey 2022
Firstly, thank you to the 7 customers that completed and returned this year’s Customer Satisfaction Survey, we are grateful for all the feedback provided and we have identified a few areas that we need to improve on going forward and these are all detailed at the end of the results.
| CARE STAFF | |||||
|---|---|---|---|---|---|
| QUESTIONS | YES | NO | BLANK | N/A | Other |
| Do you feel that the care staff are happy and fulfilled within their role? | 7 | 0 | 0 | 0 | 0 |
| Do you feel that the care staff are adequately trained to carry out their roles? | 6 | 0 | 0 | 0 | 1 |
| Do you feel the care staff help promote yours and/or your loved one's independence? | 7 | 0 | 0 | 0 | 0 |
| Do you feel that the care staff show an interest in yours and/or your loved one's health and wellbeing? | 6 | 1 | 0 | 0 | 0 |
| Do you feel the care staff give you and/or your loved one's choices relating to clothing, food drink etc? | 5 | 0 | 0 | 2 | 0 |
| Do the care staff wear their Personal Protective Equipment (PPE) when carrying out care? | 6 | 0 | 1 | 0 | 0 |
| Do the care staff wear the correct uniform, for example Tunic, Dark trousers and closed in shoes? | 7 | 0 | 0 | 0 | 0 |
| Do you feel the care staff communicate with you and/or your loved ones in an effective manner? | 7 | 0 | 0 | 0 | 0 |
| Do you feel the care staff respect your home and your belongings? | 6 | 0 | 0 | 0 | 1 |
| Do you feel the care staff provide care without discrimination? | 7 | 0 | 0 | 0 | 0 |
| How do you feel the care staff deal with emergency situations? | 5 | 0 | 1 | 0 | 1 |
| Do you feel that the care staff ensures the safety of your home and your belongings? (Key Safe) | 5 | 0 | 0 | 2 | 0 |
| Do you feel the care staff provide adequate medication support? | 4 | 0 | 0 | 3 | 0 |
| Do you feel that the care staff encourages you and/or your loved ones to make suggestions or raise concerns? | 5 | 0 | 1 | 0 | 1 |
| Do you feel that the care staff uphold your rights as a customer? | 7 | 0 | 0 | 0 | 0 |
| Do you feel you can ask the care staff what they are doing and what they are writing in their Care Notes? | 6 | 0 | 0 | 0 | 1 |
| Do you feel the care staff understand the Mental Capacity Act? | 4 | 0 | 1 | 1 | 1 |
| Do you feel that the care staff are provided with sufficient information in relation to you as the customer? | 7 | 0 | 0 | 0 | 0 |
| TOTALS | 107 | 1 | 4 | 8 | 6 |
| If you answered other to the above, please provide details: | |||||
| 1. Some new staff do not appear confident and would benefit from more training and shadowing | |||||
| 2. Not sure about Care Notes | |||||
| 3. Cannot comment on Mental Capacity Act. |
| MANAGEMENT TEAM | |||||
|---|---|---|---|---|---|
| QUESTIONS | YES | NO | BLANK | N/A | OTHER |
| Do you know how to report any concerns and/or queries to the management team? | 6 | 1 | 0 | 0 | 0 |
| Do you feel the management team listen to your concerns and/or queries and take the appropriate action? | 5 | 0 | 1 | 1 | 0 |
| Have the management team offered and provided you with access to OpenPASS for you to view your yours and/or your loved one's care notes? | 1 | 2 | 4 | 0 | 0 |
| Have the management team delivered a Customer Guide and Statement of Purpose along with login sheet? | 5 | 1 | 1 | 0 | 0 |
| 6 | 0 | 1 | 0 | 0 | |
| If additional care is required do you feel the management team are affective in facilitating this care? | 4 | 0 | 3 | 0 | 0 |
| Do you feel that the management team uphold my confidentially? | 6 | 0 | 1 | 0 | 0 |
| Does the management team show an interest in yours and/or your loved one's health and wellbeing? | 4 | 1 | 1 | 0 | 1 |
| Does the management team, make the relevant medication changes quickly and efficiently? | 1 | 0 | 4 | 2 | 0 |
| Do you feel the management team understand yours and/or your loved one's care needs and have shown this with the care package being provided? | 5 | 0 | 1 | 1 | 0 |
| Do you feel that you receive the correct level of support from the management team? | 5 | 0 | 1 | 0 | 1 |
| TOTALS | 48 | 5 | 18 | 4 | 2 |
If you answered other to the above, please provide details:
1. What is OpenPASS
| Did you know that Gracious Care provided the following services? | ||||
|---|---|---|---|---|
| QUESTIONS | YES | NO | BLANK | OTHER |
| Waking Night Care | 4 | 1 | 2 | 0 |
| Night Sleepers | 4 | 1 | 2 | 0 |
| Companionship Visits including visiting local garden centres, day centres etc | 3 | 2 | 2 | 0 |
| Home from Hospital Care | 4 | 1 | 2 | 0 |
| Medication Support | 5 | 0 | 2 | 0 |
| Meal Preparation / Support | 5 | 0 | 2 | 0 |
| Domestic tasks such as bed changing, light cleaning | 5 | 0 | 2 | 0 |
| Live In Care | 4 | 1 | 2 | 0 |
| Palliative / End of Life Care | 3 | 2 | 2 | 0 |
| Personal Care | 5 | 0 | 2 | 0 |
| Care in Hospital | 2 | 3 | 2 | 0 |
| Shopping Trips | 3 | 2 | 2 | 0 |
| Continence Care | 4 | 1 | 2 | 0 |
| Medication Collection and ordering if required | 3 | 2 | 2 | 0 |
| Respite Care (Day/Night/Live In) | 3 | 2 | 2 | 0 |
| Dementia Care | 4 | 1 | 2 | 0 |
| Sitting Service | 4 | 1 | 2 | 0 |
| Transport to medical appointments with chaperon service if required. | 3 | 2 | 2 | 0 |
| OpenPASS care notes for families | 3 | 2 | 2 | 0 |
| Now that you are aware of the above services, would you now consider using these services? | 0 | 0 | 0 | 1 |
| TOTALS | 34 | 16 | 20 | 1 |
| If you answered other to the above, please provide details: | ||||
| 1. If needed |
Summary of Customer Satisfaction Survey 2022
Overall, the feedback this year has been extremely positive and the responses have also allowed us the opportunity to improve in certain areas; that you as the customer are not completely happy or even, in some cases where we were not aware of shortcomings.
The main areas of focus for the next 12months will be the following:
· Ensuring that all of our customers are aware of the services we provide so that they can utilise these if required.
· Provide more information to each customer and their families on the benefits of OpenPASS and what it is.
· To ensure we are proactive in ensuring the training and shadowing of our newer members of the team is completed and the care worker is happy and feels confident about going out alone.