We recently took part in the Hertfordshire Care Provider Association Impartial Feedback Service. This entailed residents, families, health professionals and staff completing surveys anonymously, which were sent directly to the HCPA for them to compile the results and report the findings back to us.
Regularly capturing, analysing and acting on feedback has a positive impact on our home and our working practices. The HCPA evaluation questions have been specifically designed to ask questions that will enable the analysis of the feedback to be aligned directly to the CQC Key Lines of Enquiry.
SUMMARY OF FINDINGS:
The ‘Safe’ area of the survey reached a 95% satisfaction level, there is a clear indication within the survey that service users feel safe and secure whilst living in their own home and feel protected by the staff from any form of harm, abuse or discrimination.
The ‘Effective’ area of the survey has reached a 98% satisfaction level, the survey has highlighted the Grace Muriel House provides an effective level of care.
The ‘Caring’ area of the survey has reached a 97% satisfaction level, there is a good indication of positive caring relationships being developed by the staff.
The ‘Responsive’ area of the survey has reached a 95% satisfaction level, there is a good level of responsive, personalised care being practiced by the practitioners and it is clear in the survey that they encourage service users, if they have the capacity to get involved with all aspects of their care, support and wellbeing.
The ‘Well-Led’ area of the survey has reached a 95% satisfaction level, there is a clear indication from the surveys that Grace Muriel House is a well-managed home and has a good positive culture and provides good quality care.
Some of the comments collected form surveys:
“The home is very well managed throughout”
“Yes, exceptional care, great activities and kind and caring staff”
“The care that is given is warm and personal as well as professional”
“Very responsive management team”
“Excellent standard of care”
“The staff at this home are the best that I know of in 10 years of dealing with many homes in Herts. Residents are well looked after and staff are like family, absolutely brilliant!”