Dementia Care Feedback Survey Results. Survey November 2016 Published January 2017

Transcription

1 Dementia Care Feedback Survey Results Survey November 2016 Published January 2017

2 Background to the survey As a leading care provider, we value the feedback that we receive from the people who use our services. Whilst we continually review comments that we receive and take action where appropriate, each year we also ask people who use our services to complete a short survey. All answers are anonymous. We would like to take this opportunity to thank all those that completed the survey. The results are set out below, together with the change from the 2015 results where appropriate. Survey sample The 2016 survey was sent to 203 people, compared to 185 people in This reflects the further growth in the number of people that we support during We received replies from 72 people, compared to 66 replies in Of these, 10% of responses were from the person that receives the support themselves, with the bulk of surveys being completed by the primary carer or a relative or friend (many people answered Yes to both questions, being both the primary carer and a friend or relative). As many people use more than one of our services, the replies represented 91 views of the individual services, as follows: Number of services used Number of respondents Number of service reviews Total 68* 91 * 4 respondents did not identify the service(s) used. Feedback survey Results - For publication Page 1

3 62 (86%) of the questionnaires returned stated that the person who receives the support has dementia. Of the balance, 9 had a No to dementia response, citing Parkinson s disease, Crohn s disease, arthritis and minor mental health problems, short-term memory loss or physical disability. Some respondents reported other conditions alongside their dementia. These other conditions included along with dementia were: Parkinson s disease, cancer and osteoporosis. Rating Overall Once again, it was really encouraging to find that 97% (98% in 2015) of respondents rated Dementia Care overall as either Excellent or Good, with only one respondent rating us as Acceptable and no-one rating us as Poor. This shows that the significant improvement achieved during 2015 has been maintained. One person rating us as Excellent commented: I think you provide an excellent service. Mam and I are very happy. The person rating the service as being Acceptable made no other comments to indicate why they had given this rating. Feedback survey Results - For publication Page 2

4 Rating of individual services Service 98% of people rated the Service as Excellent or Good, the same as last year, but with more people now rating us as Excellent. No-one responded that they felt that the service was Poor. One compliment received regarding the service: The Bradbury has been and still is a god send to both of us. My wife loves attending the centre and looks forward to going every week. The challenge with the day services and something that we continue to address is broadening the range of activities to suit everyone s interests and capabilities. One comment summed this up: It gives me a well needed break. Bit concerned that he doesn t eat and wishes he would join in more activities. He would love the dog. The Wag & Co dog has been a big success this year, but clearly only works for people who attend on a Wednesday. It would be good if we could have more activities like this every day and we are working hard to find volunteers and other organisations to come in to run activities. Feedback survey Results - For publication Page 3

5 Hexham Day Service 100% of people rated the Hexham Day Service as Excellent or Good, the same as last year. No-one responded that they felt that the service was Acceptable or Poor. However, the number of people rating the service as Excellent has declined from 80% to 60%. This may reflect the challenges that we have had to deal with as the service has grown rapidly over the last 12 months. We hope that these issues have been addressed and that we can return to our previous rating levels. One comment received regarding the service: Everything works really well and my husband is very happy to go off to the day centre in Hexham where I know he will be very well cared for. Following on from comments last year about additional days, we extended our opening to four days per week soon after moving to the new centre. This has now been extended to five days from January. Feedback survey Results - For publication Page 4

6 Home Support 100% of people rated Home Support as Excellent or Good, against 94% last year. No-one responded that they felt that the service was Poor. There was a marked increase in the number of people that rated the service as Excellent (up from 47% to 76%). One comment received regarding the service: The service provided in my opinion is excellent, flexible and very supportive. I cannot thank the team enough. Feedback survey Results - For publication Page 5

7 Supported Living 100% of people rated Supported Living as Excellent or Good, against 93% last year. Of note, there was a huge increase in the number of people rating our service as Excellent (up from 33% to 78%). One comment received regarding the service: Have been very impressed by the care given to my aunt. Staff are fab and always contact me if any changes are required etc. Lovely atmosphere in the bungalow. The only negative comment received was: The only issue we have is consistency of staffing during periods when the regular staff are absent. We feel that when will be a known absence more could be done to cover that period with someone specifically allocated to the role. This related to maternity cover in one of the bungalows. We met with the family and acknowledged that this could have been handled better and will be corrected in future. Feedback survey Results - For publication Page 6

8 Residential Respite Care 100% of people rated Residential Respite Care as Excellent or Good, against 94% last year, although the number of people rating the service as Excellent fell slightly. One comment received regarding the service: My husband with Alzheimer's is a new service user for Respite. I was anxious about how it would go - so far so good after two visits. All staff are kind, friendly and helpful. It has a lovely atmosphere. CQC Key Lines of Enquiry The Care Quality Commission (CQC) regulates the care sector and inspects our services under five Key Lines of Enquiry (KLOEs). The CQC rated us in July 2015 as follows: KLOE Safe Effective Caring Responsive Well-led Note: CQC inspections do not cover Day s. CQC Rating Good Good Good Good Outstanding Feedback survey Results - For publication Page 7

9 We were keen to see how the people who use our services rated us against these statements. Respondents were asked to rate to the following statements on a scale from Strongly Agree to Strong Disagree. Again the vast majority of responses were positive. Statement % Responding Strongly Agree or Agree Number Disagreeing I feel safe 99% 0 I feel that the support meets my needs and I m listened to 96% 1* I feel well cared for by Dementia Care 100% 0 I feel that Dementia Care responds to my changing needs 96% 1* I feel that Dementia Care is well-led 91% 0 * Both of these were from the same respondent and reflected the same point. The person uses the Hexham Day Service and has complex needs relating to transport to and from the and moving and assisting. The Hexham staff have discussed the matter with the person and their family carer and we have developed a potential solution that is currently being trialled. Communication by Dementia Care Consistent with the 2015 results, in % of people rated communication as either Excellent or Good. There were 7 Acceptable responses and 1 Don t Know. No-one rated communication as Poor, compared to 1 person in Although rating the Service as Excellent, one person commented: Good service, communication can be improved. The need for better communication was a common comment in previous years and we have tried hard to find ways to address this. We issue a regular newsletter on our Feedback survey Results - For publication Page 8

10 activities and post information and photographs (where we have permission) on our website and Facebook page. This was the only comment received this year about communication, suggesting that most people are now happy with the level of communication provided. Our newsletter continues to have be well received, with 88% of respondents finding it informative. To ensure the widest possible access to information, copies of the newsletters are also uploaded to our website. Our website has contact details for all of our key staff and we make sure that all of this information is provided when we start to support someone. However, somewhat surprisingly, 8% of respondents did not know who to contact in relation to the care provided and 15% of respondents did not know who to contact with a complaint. We will provide all of this information in our next Newsletter, together with information about our complaints procedure. This year, we also asked if there are any services that we currently do not provide that families would find useful. A number of respondents requested more trips out from the in the summer months. We are using our minibuses increasingly for this. In the last year, we have taken groups to The Discovery Museum, jazz band concerts in Cullercoats, a Daniel O Donnell concert at the Metro Arena and to the coast for fish & chips. We also took a small group of residents from Augusta Close to Blackpool for the weekend. We continue to look for suitable venues for trips and ways of fundraising to cover the costs (unfortunately extras like this are not covered by social services funding). One respondent asked if we could recommend reliable help for someone with dementia, such as domestic cleaners. Whilst it is difficult for us to make such recommendations, this is something that our Dementia Guides will look into in future. Feedback survey Results - For publication Page 9

11 Appendix 1 Comments and responses to them: We asked respondents to tell us anything they would like us to know what they think is good about our work and what we could do to improve. All responses are given below, with those requiring actions shaded. Comments received Service area Passed to Response 1 The staff are highly trained and look after family as well., Respite and ISL 2 David enjoys his day at the day centre. He particularly likes CST and music and his meal. He appears to relate well to all members of staff. He is coming round to accepting that he has dementia and asks about it. 3 Your services are most reliable. 4 The only issue we have is consistency of staffing during periods when the regular staff are absent. We feel that when will be a known absence more could be done to cover that period with someone specifically allocated to the role. 5 Under social interaction, could more details be given about visiting personnel? My wife tried to tell me about someone who came on Thursday 3rd November, who interacted with her well. ISL Carol Brown / David Stevens Clare Morris This related to maternity cover in one of the bungalows. We met with the family and acknowledged that this could have been handled better and will be corrected in future. Point noted. This will be added in future. Feedback survey Results - For publication Page 10

12 Appendix 1 Comments received Service area Passed to Response 6 I appreciate the support given to me as the main carer for my husband - also the quality of care given to my husband when he is at the day centre. The flexibility of attendance is of benefit to me and the knowledge that if I require additional care provision it would be available - is a comfort and support. Thank you to all the staff at Hexham Day. 7 My aunt visits the Bradbury twice a week and this really does ease the burden on myself as I live in Carlisle. My aunt enjoys the company of people her own age and I feel this does help her a lot. 8 I have no issues with any of the services, just praise. I think it is all amazing. 9 The service provided in my opinion is excellent, flexible and very supportive. I cannot thank the team enough. 10 Have been very impressed by the care given to my aunt. Staff are fab and always contact me if any changes are required etc. Lovely atmosphere in the bungalow. 11 It gives me a well needed break. Bit concerned that he doesn t eat and wishes he would join in more activities. He would love the dog. Hexham Day Hexham Day and Respite, Respite and Home support ISL Feedback survey Results - For publication Page 11

13 Appendix 1 Comments received Service area Passed to Response 12 Please identify key worker or lead name - to contact about individual s changing needs or new concerns. Daily recording chart most valuable. Clare Morris Names advised. Contact details to be included in next newsletter. 13 Good service, communication can be improved. 14 DC is fab. We have had 2 other care companies involved in mum s care previously but the service here is second to none. The carers are experienced and they are well supported by their line managers. Barbara is great and helps relieve the pressure on me. Lorna and Anna are mum s key carers and she loves their company. I totally respect and value the guidance, suggestions and support. Home Support & Newcastle Day 15 An excellent job & Respite 16 The Bradbury has been and still is a god send to both of us. My wife loves attending the centre and looks forward to going every week. Dave Stevens Noted. We will continue to look for ways to improve communication with families of the people we support. 17 My wife is very happy going to Bradbury. Very good caring people. and Respite Feedback survey Results - For publication Page 12

14 Appendix 1 Comments received Service area Passed to Response 18 Everything works really well and my husband is very happy to go off to the day centre in Hexham where I know he will be very well cared for. Hexham Day 19 Staff are very friendly and respectful. Ensure client feels involved in plan of care and activities. Feedback from staff good. 20 As my mother s carer I am very happy with the level of care my mother is receiving and she is always happy when returning from day centre. and Respite 21 Have found Emily Harvey to be an excellent communicator and contact. She keeps me informed when necessary which I appreciate. Thanks Emily. Our 3 days carers are excellent and Enid is settled with all her carers. They are an excellent team who look after Enid so well. Thanks Home Support 22 I think you provide an excellent service. Mam and I are very happy. Newcastle and Hexham Day s 23 My father receives excellent care from staff in the bungalow he stays in. We would like to receive slightly better communication between Dementia Care and doctors/hospital between themselves as my father is awaiting a scan to determine why he is having balance problems when walking. ISL Carol Brown Noted and addressed. Feedback survey Results - For publication Page 13

15 Appendix 1 Comments received Service area Passed to Response 24 I like the reports that you sent as the perspective and information I receive from my mother is limited and quite often different to the daily reports. My mother had often said she is not aware of the activities available and would like a programme. If this is already available mam might need it to be pointed out each visit. Clare Morris Rather than set a rigid programme of activities, we try to offer a range of activities in response to what people want to do each day. Everyone is encouraged to take part in all activities. 25 I have not had time to assess the full care provided yet. John just started the day centre in October and has really enjoyed it. The service has been excellent. We have not had the follow on from the memory assessment yet. I feel you are asking too soon as I don't know what John's changing needs will be, but I feel there are services available should we need them. Hexham Day 26 Good - my husband needs coaxing/promoting to be active or go anywhere. The staff involved in transporting patients are excellent. I m unsure of those staff at the centre I m not there. To improve - Communication - I was unaware I had to put names in coats. His was lost and never found. I m not really sure what he does during the day out. He doesn t seem to as active as I'd hoped. More updates would be very appreciated Clare Morris Noted. As above, we continue to look for ways to improve communication with families. Feedback survey Results - For publication Page 14

16 Appendix 1 Comments received Service area Passed to Response 27 Someone is always available on the phone when needed as when I received this, it was wrongly addressed to 135 instead of 136 on printed computer label. So I informed our Home Support Worker to have this amended, which I m sure she did as all her written letters have been correctly addressed. Home Support 28 My husband with Alzheimer's is a new service user for respite, I was anxious about how it would go - so far so good after two visits. All staff are kind, friendly and helpful, it has a lovely atmosphere. Hexham Day & Respite 29 The permanent staff are second to none and deliver a very high standard of care. Improvements wise: Better staff continuity during annual leave/sickness etc. ISL Carol Brown Noted. We aim to achieve the best possible continuity of staff, but appreciate that coping with holiday periods and unexpected sickness is always a challenge. 30 The finance team should be providing more information and keeping better records. The care within the bungalow is exceptionally good, as is the carer's communication with us. ISL and Kathryn Hope Noted. We have a new finance team and pressure of work meant that we were unable to issue regular statements of expenditure to families. All records were upto-date at all times. It was simply that we did not issue statements. This has now been rectified and will not recur. Feedback survey Results - For publication Page 15

17 Appendix 1 Comments received Service area Passed to Response 31 I have answered your survey questions as best I can. Not getting any comments from my wife one way or another, from what I have seen, and from shown round your facilities, I presume a good and pleasant environment is provided. 32 Friendly engaging staff, great food - dad always complimentary. Feedback survey Results - For publication Page 16