ANNUAL QUALITY AUDIT 2009 (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 (OCTOBER 2009)

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 13/20
- Good 7/20
Access in Shandford
- Very good 13/20
- Good 6/20
- Fair 1/20
Toileting facilities
- Very good 14/20
- Good 6/20
Standard of your bedroom
- Very good 17/20
- Good 3/20
Bathing facilities
- Very good 16/18
- Good 2/18
General decoration within Shandford
- Very good 17/20
- Good 3/20
Dining room
- Very good 18/20
- Good 2/20
Communal lounge
- Very good 15/19
- Good 4/19

Any comments on the above:
· I think it is a wonderful place
· The front porch looks so much better now
· It would be nice to have a bath more often but I know this isn’t possible
· I love the view from my room
· I think it’s lovely here


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 14/20
- Agree 6/20
Meeting my needs
- Agree strongly 14/20
- Agree 5/20
- Agree slightly 1/20
Supportive
- Agree strongly 14/19
- Agree 5/19

· There were no further comments

Do you feel listened to within Shandford?

Always 18/20
Sometimes 2/20
Never 0/20

Do you feel understood?

Always 19/20
Sometimes 1/20
Never 0/20

Do you feel responded to?

Always 19/20
Sometimes 1/20
Never 0/20

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

Positively 6/9
Acceptably 3/9
Inadequately

· 11 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?
· There were no further comments


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

Yes 19/19 No 0/19

If no, what do you feel we could do for you?
· As there is a shortage of space, difficult to improve

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

Yes 20/20 No 0/20

If no, what do you feel we could do for you?
· No further comments

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

Always 18/19
Sometimes 1/19
Never 0/19

If you feel you are not receiving enough support, what could we do to improve?
• No further comments

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

Yes 15/20
No 1/20
Not applicable 4/20

· I would like to be reminded the service is on - I nearly missed it once and others have too


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 20/20 Unfriendly 0/20
Caring & kind 20/20 Uncaring 0/20
Polite 18/20 Rude 0/20
Consistent 12/20 Inconsistent 0/20
Professional 15/20 Unprofessional 0/20
Understanding 17/20
Other (please state)Patient; very kind

Any further comments:

· I think they are marvellous
· I particularly like two of the Night Carers who are so kind to me
· The staff do the best they can

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 13/19 Good 6/19
Awareness
- Very good 12/17 Good 4/17 Fair 1/17
Competence
- Very good 12/17 Good 5/17
Flexibility
- Very good 10/16 Good 4/16
Fair 2/16

Any other comments you wish to make:
· Sometimes they are a long time answering the bell
· Some are easier than others, but none do anything to offend you
· They would do anything for me if they had the time
· One or two a bit busy sometimes


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

Easy 11/19
Difficult 0/19
Don’t wish to 8/19

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

Yes 11/19
No 3/19
Don’t wish to 5/19

Any other comments:
· No further comments

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

Yes 16/19 No 3/19

Any further comments:
· I would complain to the Manager


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 19/19 No 0/19
Whether they get things done when asked?
- Yes 18/18 No 0/18
Approachability of the Manager
- Yes 19/19 No 0/19
How they involve residents in the affairs of the Home? (i.e. Residents Meetings, Monthly Reviews)
- Yes 18/18 No 0/18
Management’s efforts to create a good atmosphere?
- Yes 19/19 No 0/19

Are there any other comments you wish to make?
· They have been ever so kind to me

5. Catering Facilities

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

Always 14/18
Sometimes 4/18
Never 0/18

Are there any areas that could be improved upon?
· Sometimes the food isn’t cooked as I like it
· Fresh fruit isn’t always suitable for old people
· I like everything
· A bit more variety at supper, perhaps more fruit & custard


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

Any further comments:
· Too tasty sometimes – I don’t like herbs & spices
· The staff are very kind and help me to eat
· I don’t eat curry but they know that and give me something else
· Very nice
· I’d like more bacon


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

Yes 0/19 No 19/19

If yes, are these needs catered for within Shandford? N/A

Always Sometimes Never

Do you request drinks other than at planned times?

Yes 8/19 No 11/19

If yes, do you receive them when requested?

Always 8/8 Sometimes 0/8 Never 0/8


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

Yes 18/19 No 1/19

Are you satisfied with the general atmosphere at mealtimes?

Yes 19/19 No 0/19

Any further comments you would like to make?
· I love the people I sit with
· Very good

6. Daily Living

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

Yes 17/19 No 2/19

Any further comments:
· I’d really like more to do – sometimes it’s a long day.
· A bit more would be nice. I’d like to play cards.
· Would like to join in yoga again


How would you describe the atmosphere at Shandford?

Friendly & supportive 19/20
Acceptable 1/20
Cold & impersonal 0/20
Other: Friendly; Very happy

· We are all very happy
· I love the singing. I really do like the donkey – he comes up to you and you can pat him.

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

As much as I want 19/20
Some but not as much as I want 1/20
Not enough 0/20


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

As much as I want 17/18
Some but not as much as I want 1/18
Not enough 0/18

· Don’t feel have any influence really though

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

· I wouldn’t want to but I would complain if I needed to. I’ve lived in other places so I know it’s good here.


7. Comments

In your view, what aspects, if any, of our Home need improvements?
· Laundry service could be improved
· You’ve got all you want here. At my age you don’t want any more.


Any further comments?

· Very good generally
· I’m quite satisfied with the service I get here and the meals. If I’m not happy with anything they put it right.
· I’m very lucky with my room and I’m perfectly happy.
· You do feel you are in good company here and I have no complaints.
· You only have to ask and things are done for you. I think it’s lovely. We are all looked after here. It’s always nice & clean & tidy.
· I love the new patio.
· The garden always looks nice.
· I think it’s a very good place. If I want to go out someone takes me. I enjoy the bus trips.


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 good standard. However, there is always room for improvement.

Facilities
· Generally most people are happy with the facilities at Shandford. Unfortunately there are still a few rooms that do not have en-suite facilities and this is due to a shortage of space. We will continue to upgrade the furniture and decorations.

Personal Needs
· The individual needs of residents are important to us and the staff team work hard to ensure that these needs are met.
· Some comments have been made regarding response to call bells. I will endeavour, through training and supervision, to ensure that all staff respond appropriately and treat the residents with dignity and respect in all their working practices.

About the Staff
· We have a very good staff team at Shandford and you agree that generally your needs are met.

Management of the Home
· The Management team at Shandford continue to work at improving the facilities and services we offer to you and would like to thank you for your positive feedback. We will continue to keep you updated through Newsletters and Residents Meetings.

Catering Facilities
· Generally the feedback that we get from you is that you are receiving satisfactory meals. I am sure you appreciate that it is difficult to please 25 residents all of the time. An alternative is available on request as long as sufficient notice is given. You are encouraged through your Residents Meetings to offer suggestions.

Daily Living
· We are pleased that the feedback regarding the activities in the Home is so positive.
· The yoga sessions are going very well and we have now employed a Hand Massage therapist who will be visiting once a month.
· Your comments have been noted that some of you would like to play cards – I will look into this for you.
· Your opinions and suggestions will continue to be sought regarding the running of the Home at bi-monthly Residents Meetings.

The Committee continue to work hard to raise funds to improve the Home and to provide financial support so that you can go on day trips and outings throughout the year.

This year we have extended and re-organised the laundry and refurbished the Entrance Porch. In 2010, we intend to replace some more of the chairs in the lounge. In Spring 2009 we extended the patio and purchased new furniture which proved very successful.

Any concerns that you raised about staff or personal care in your feedback have been dealt with individually. 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.

Surveys will be conducted annually so that the quality of the service we offer can be measured and improved.
Thank you once again.

Susan Bissett
Manager
21/01/2010