ANNUAL QUALITY AUDIT 2007 (Residents)

It is our aim at Shandford to continually improve our service. To achieve this we carry out annual Residents surveys.

The surveys are carried out confidentially and the results published in the Home.

RESIDENTS FEEDBACK (SEPTEMBER 2007)

The results of the Residents feedback are detailed below:

1. Facilities
How would you describe the:

Residents had the option of 'Very good', 'good', 'fair' and 'poor'.

Access to Shandford
- Very good 8/19
- Good 7/19
- Fair 2/19
- Poor 2/19
Access in Shandford
- Very good 17/18
- Good 1/18
Toileting facilities
- Very good 14/19
- Good 2/19
- Fair 3/19
Standard of your bedroom
- Very good 16/19
- Good 3/19
Bathing facilities
- Very good 16/19
- Good 2/19
- Poor 1/19
General decoration within Shandford
- Very good 18/19
- Good 1/19
Dining room
- Very good 17/19
- Good 2/19
Communal lounge
- Very good 17/19
- Good 2/19

Any comments on the above:
• I love my room, toilet & bathroom.
· Some of my visitors have found it difficult to get in & out, because staff are not always available to open the door.
· The front door looks like a back door & the drive is often full of leaves. Rubbish accumulates by the porch.
· I worry about my daughter driving out onto the main road.
· I love my room, but I’d like more privacy for washing & the commode.
· I have no toilet which is inconvenient. Washbasin is very useful.

2. Your Personal Needs
Here is a list of words, which may describe the care you receive:

Residents had the option of 'Agree strongly', 'Agree', 'Agree slightly', 'Disagree slightly' and 'Disagree strongly'.

High Quality
- Agree strongly 16/19
- Agree 3/19
Meeting my needs
- Agree strongly 16/19
- Agree 3/19
Supportive
- Agree strongly 17/19
- Agree 2/19

· I need more care now than when I first came.
· Sometimes it is not easy to find staff.


Do you feel listened to within Shandford?

Always 17/18
Sometimes 1/18
Never 0/18

Do you feel understood?

Always 19/19
Sometimes 0/19
Never 0/19

Do you feel responded to?

Always 19/19
Sometimes 0/19
Never 0/19

If you have made specific comments or expressed particular concerns in the past about the Home, were they addressed?

Positively 5/6
Acceptably 0/6
Inadequately 1/6

· 12 residents said that this was not applicable as they had never expressed any concerns

Do you feel there is anything we could do to improve in these areas?
• No comments were made.

Do you think enough consideration is given to you for your own privacy and dignity?

Yes 18/18 No 0/18

If no, what do you feel we could do for you?
• Yes, except that sometimes people come in when I’m washing

Do you think the care given to you is appropriate to your own personal needs?

Yes 17/18 No 1/18

It is superb. I don’t think I could get better attention anywhere.

If no, what do you feel we could do for you?
• You can’t always get a Doctor when you need one.


Do you think you are supported to maintain your independence within the delivery of your care?

Always 17/17
Sometimes 0/17
Never 0/17

If you feel you are not receiving enough support, what could we do to improve?
• Sometimes I’d like to go to bed earlier, but they won’t let me.

Do you think enough consideration is given to your cultural and religious beliefs?

Yes 15/17
No 0/17
Not applicable 2/17

· I enjoyed going to the Harvest Festival service in Church
· I’m sorry the services are not better attended
· Could regular visits be encouraged?



3. About the Staff

Here is a list of words that may describe the staff you come into contact with.
(Please tick all the boxes which best describe them)

Friendly 18/18 Unfriendly 0/18
Caring & kind 18/18 Uncaring 0/18
Polite 17/18 Rude 0/18
Consistent 18/18 Inconsistent 0/18
Professional 18/18 Unprofessional 0/18
Understanding 14/18
Other (please state)

Any further comments:

· I like some of the staff & not others – I suppose this is how they feel about me
· The staff are first class. Lovely.
· Some are obviously more kind & caring than others, but all are good.
· Understanding – within their limits, considering the age gap.
· We do need more staff at times to help them. If only we could stop them going off sick suddenly.

How would you describe the following aspects of staff performance?

Residents were given the option of 'Very good','Good','Fair','Poor' and 'Very poor'.

Attitude
- Very good 12/19 Good 7/19
Awareness
- Very good 11/18 Good 6/18 Fair 1/18
Competence
- Very good 12/18 Good 6/18
Flexibility
- Very good 12/17 Good 5/17

Any other comments you wish to make:
Any other comments you wish to make:
· The fact that some have been here so many years speaks for itself.
· Sometimes a member of staff is called away when dealing with me & doesn’t return. This is very irritating.
· I haven’t found any fault with the staff.
· I would prefer to have the same carer all the time.
· Some staff are much better than others.
· Sometimes staff say they’ll come in a minute and its a lot longer, but the Filipino girls are wonderful.


Is it easy or difficult to discuss confidential and/or personal matters with staff? (Please tick one box only)

Easy 8/18
Difficult 2/18
Don’t wish to 8/18

Do you have a member of staff with whom you can discuss personal or confidential matters should you so wish?

Yes 13/17
No 1/17
Don’t wish to 3/17

Any other comments:
· There is a tremendous gap between the ‘caring’ staff and those who are just doing a job.
· Kim has been particularly helpful to me. I am also sorry to be losing Leonie.

If you wished to make a complaint, would you know how to?

Yes 17/17 No 0/17

Any further comments:
• No further comments

4. Management of the Home

Are you satisfied with:

The availability of the Home’s Managers to discuss any problems when you need to?
- Yes 17/17 No 0/17
Whether they get things done when asked?
- Yes 17/17 No 0/17
Approachability of the Manager
- Yes 17/17 No 0/17
How they involve residents in the affairs of the Home? (i.e. Residents Meetings, Monthly Reviews)
- Yes 17/17 No 0/17
Management’s efforts to create a good atmosphere?
- Yes 17/17 No 0/17

Are there any other comments you wish to make?

· Its good not to have to worry about paying for the hairdresser etc as this is done from the office.
· Becky has been particularly helpful to me.
· I don’t want to attend meetings.

5. Catering Facilities

Are you satisfied with the variety of meals available within Shandford? (Please tick one box only)

Always 13/18
Sometimes 5/18
Never 0/18

Are there any areas that could be improved upon?
· Would like a choice of potatoes – not always roast which are too hot & hard. I’d like milk puddings more often.
· We had more variety in my last home.
· I’d like to have bubble & squeak.
· The cooking at the weekends is not good. The pie crusts are too hard to eat.
· I’m not keen on snack lunches like sausages, baked beans etc.
· The meals are really lovely.
· I like everything.
· More variety of vegetables would be nice.

Here is a list of words which may be used to describe the meals: (please tick all the boxes which best describe the meals available)

Well presented 15/19
Tasteless 0/19
Tasty 18/19
Unappetising 0/19
The right temperature 17/19
Appropriate sized portions 19/19
Other (please state)

Any further comments:
· 4 residents said that meals were ‘usually’ the right temperature
· 1 resident said that sometimes the meals were tasteless
· 1 resident said that sometimes there is a bit too much on my plate and I would rather they took some away than asked me to leave it.
· Sometimes the food isn’t as hot as it might be.
· I enjoy the food.
· When I say what I don’t like it is dealt with. Joey makes wonderful salmon sandwiches.
· Meals are just like at home.
· Too many yoghurts & ice cream. Not enough milk puddings.


Do you have special dietary needs at present?
eg. Diabetes or vegetarian

Yes 2/19 No 17/19

If yes, are these needs catered for within Shandford?

Always 1/2 Sometimes 1/2 Never 0/2

Do you request drinks other than at planned times?

Yes 5/18 No 13/18

If yes, do you receive them when requested?

Always 5/5 Sometimes 0/5 Never 0/5

· I have been offered them in the night but didn’t want it
· I think the night time drink is too early

Are you satisfied with the seating and table arrangements in the Dining Room?

Yes 17/18 No 1/18

Are you satisfied with the general atmosphere at mealtimes?

Yes 16/18 No 2/18

Any further comments you would like to make?
· Our table is lovely.
· One member of staff sometimes seems slightly annoyed (at night). I only say this to point out how good all the others are.
· Sometimes it’s too quiet.
· I have a lovely table and we all get on well.
· Would appreciate a change of table companions on a regular basis – though appreciate the difficulties.


6. Daily Living

Do you think there is a sufficient range of activities to meet your needs?

Yes 10/17 No 7/17

Any further comments:
· I do go out quite a bit
· I prefer to do my own things usually
· I don’t really want to join in
· I love singing. I’d like to have some exercises to records.
· I don’t want to take part.
· I would like to walk more, I feel rather bored.
· I would like more exercise & games.
· I would like to have more to do. I enjoy the puzzles and the bingo. Could we do exercises?
· I’d like more to do but not exercises.


How would you describe the atmosphere at Shandford?

Friendly & supportive 16/19
Acceptable 1/19
Cold & impersonal 0/19
Very pleasant 1/19
Very acceptable 1/19

How much choice do you think you have in the organisation of your own life?

As much as I want 17/19
Some but not as much as I want 2/19
Not enough 0/19


Do you feel you have any influence and involvement in the way the Home is run?

As much as I want 17/19
Some but not as much as I want 2/19
Not enough 0/19


Please make any suggestions that would make you feel more included in the running of the Home:

· What I would want is not necessarily what others would want
· Perhaps we could have a residents committee?

7. Comments

In your view, what aspects, if any, of our Home need improvements?
· I know it is difficult to please everyone so I think Shandford does a good job.
· If I had any complaints I would certainly say so. I think we are very lucky to have such a place to go to & I can’t find any faults.
· Only the front entrance.
· The Home is fine. It’s the people you can’t alter.
· Just to have a little bit more going on at times.
· As mentioned before, I’d like more games & exercises.

Any further comments?

· It’s very good here. I think the Committee are very good.
· My family adore coming here and to be involved. They like their cup of tea.
· Obviously I’d rather be in my own home, but this is fine. I have adjusted my life to this way of living.
· They are really lovely. We have a lot of laughs.
· I’m very happy and have no complaints.
· I’m very happy here. Everyone is very friendly.
· I am glad we don’t have to get up early and can have breakfast in bed. It’s very easy going.
· For a Home and what it costs us, it is very well done.


Manager’s Response:

Manager’s Response:

I would like to thank all the resident’s who participated in Shandford’s Quality Audit. As you can see from the results above, most of you thought the service provided was to a very good standard. However, there is always room for improvement.

Most of you are happy with the service that the staff provide. However, some of you have raised issues about staff - if you have any problems, please feel free to speak with me at any time and I will address any concerns that you have.

Quite a lot of you have requested that we re-introduce some form of exercise and I will look at employing an appropriate member of staff in 2008.

We are aware that the exit onto the Main road is not ideal – however enquiries were made several years ago to change the access to Shandford, and unfortunately this is not possible. We do appreciate that care needs to be taken when leaving the Home.

Some of you had concerns that staff were not always answering the doorbell promptly – recently we have replaced the door entry system so staff can hear the bell more clearly around the Home.

This year we have replaced the roof at Shandford and have updated bedroom furniture in some rooms. We have purchased a 40” digital widescreen television in the Main lounge and next year we plan to replace the chairs in the Main lounge. There are still some areas in the Home that we would like to improve, funding permitted.

Surveys will be conducted annually so that the quality of the service we offer can be measured and improved. However if any resident has any concern, or they would like to speak to me at any time, they may do so. Alternatively, you may raise any issues at our regular residents meetings.
Thank you once again.

Susan Bissett
Manager
11/12/2007