ANNUAL QUALITY AUDIT 2010 (Next-of-kin)

It is our aim at Shandford to continually improve our service. To achieve this we carry out annual Residents,Next-of-kin and visiting professionals surveys.

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

NEXT-OF-KIN FEEDBACK (2010)

The results of the Next-of-kin survey carried out in October 2010 are detailed below:

1. About the Home in General

Do you feel welcome when you visit the Home?

Yes 16/16 No 0/16

Any other comments:

- Always
- Always offered a cup of tea.
- I am unable to visit often, but whenever I do I feel very welcome. What ever time of day I come I am offered a cup of tea.

Do you feel you receive sufficient information about changes in Shandford?

Yes 14/16 No

Any other comments:
- I cannot comment as the situation has not arisen.

Here is a list of words, which may describe the care your relative/friend receives:


High Quality
- Agree strongly 4/11
- Agree 7/11
- Agree slightly 0/11
- Disagree slightly 0/11
Meeting their needs
- Agree strongly 6/15
- Agree 9/15
- Agree slightly 0/15
Supportive
- Agree strongly 7/15
- Agree 8/15

Any further comments:
- Difficult for staff to understand my relative but they seem to find ways to help her.

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

Positively 8/11 Acceptably 3/11 Inadequately 0/11

Do you feel you are involved enough in decisions regarding your relative’s/friend’s care?

As much as I want 14/15
Some but not as much as I want 1/15
Not enough 0/15


Any further comments:
- I am in daily contact with my relative.

2. Facilities
How would you describe the:

Access to Shandford
- Very good 6/16
- Good 7/16
- Fair 1/16
- Poor 2/16
Access in Shandford
- Very good 7/16
- Good 8/16
- Fair 1/16
Toileting facilities
- Very good 6/16
- Good 9/16
- Fair 1/16
Standard of bedroom
- Very good 4/15
- Good 9/15
- Fair 2/15
Bathing facilities
- Very good 4/15
- Good 10/15
- Fair 1/15
General decoration within Shandford
- Very good 1/16
- Good 15/16
Dining room
- Very good 9/16
- Good 7/16
Communal lounge
- Very good 6/15
- Good 5/15

Any comments on the above:
- Access on to the road - visability is not good.
- Very pleased that Mum agreed to move to a new room, much more pleasant outlook.
- Access much better
- Hallways need decorating.
- Very dangerous exit blind bend, mirror needed opposite gates.
- As my relative is in a standard room it is adequate, but the en-suite rooms are very good.

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 16/16 Unfriendly 0/16
Caring & kind 16/16 Uncaring 0/16
Polite 16/16 Rude 0/16
Consistent 13/16 Inconsistent 0/16
Professional 14/16 Unprofessional 0/16
Understanding 12/16 Other (please state)

Any further comments:
- Always cheerful and welcoming
- I feel I can ask how my mother is and get an honest answer.

How would you describe the following aspects of staff performance?

Attitude
- Very good 8/15
- Good 7/15
Awareness
- Very good 6/15
- Good 8/15
- Fair 1/15
Competence
- Very good 7/15
- Good 8/15
Flexibility
- Very good 6/16
- Good 9/16
- Fair 1/16

Any other comments you wish to make:
- Cant comment fully - unable to visit sufficiently to form an opinion.

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

Yes 16/16 No 0/16

Any further comments:
• No 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 16/16 No 0/16
Whether they get things done when asked?
Yes 15/16 No 0/16
The approachability of the Manager
Yes 15/16 No 0/16
How they involve residents in the affairs of the Home? (i.e. Residents Meetings)
Yes 13/15 No 0/15
Management’s efforts to create a good atmosphere?Yes 16/16 No 0/15

Are there any other comments you wish to make?
no comments


5. Catering Facilities
Are you satisfied with the variety of meals available within Shandford?

Yes 13/13 No 0/13

Are there any areas that could be improved upon?
- Think there could be more variety
- Seems fine, my mother doent comment too much on them, when asked she says they are good.

Are your relative’s/friend’s special dietary needs met, if applicable?
eg. Diabetes or vegetarian (Please tick one box only)

Yes 7/16 No N/A 9/16


6. Daily Living
Do you think there is a sufficient range of activities to meet your relative’s/friend’s needs?

Yes 13/14 No 1/14
Any further comments:
- Being male he makes his own generally
- Doesn't seem very interested in taking part.
- My relative loves yoga and the hand massage but does not participate as much as she could, but does not want to.

How would you describe the atmosphere at Shandford?

Friendly & supportive 14/16
Acceptable 1/16
Cold & impersonal 0/16
Other (very good) 1/16


7. Conclusion
In your view, what aspects, if any, of our Home need improvements?
- Generally very good, father is very happy.
- As my mother has dementia it is difficult to comment, if this was not the case she might like the opportunity to do art, discuss books, newspapers, all of which were interests prior to her current condition.
- Shandford seems to be well known for its caring and friendly atmosphere. I am entirely happy with what Ihave found to be true and how well my mother has settled in.
- My mother is joining in more and seems proud of the fact that she is doing so. She enjoys the yoga.
- My relative is very happy and at 94 years old that is a great step forward for her as she never wanted to leave her home.

Any further comments?

- A warm and friendly atmosphere prevails as soon as youenter the building, clean and attractive decor.
- A great care home.
- I have found the staff at Shandford friendlyand cheerful, there seems to be a sense of humour and lightness of approach which makes visiting a pleasurable experience.
- Very kind and sensitive with family health.
- I appreciate being able to see pictures of events in the Home, which have been seen by family and friends who are unable to visit at all. We know what goes on in comparison with other places I have known, there seems to be a lot of stimulus and things going on if the residents want to join in. I am sad that I am not nearer and able to visit my relative but I know ahe is happy and well cared for.
- The residents continue to enjoy the activity sessions.


Manager’s response:

Thank you for taking the time to complete our Annual Quality Assurance Survey. As you can see from the above results, we have mostly received positive feedback from you. We value your input and opinions and we will be working with our staff to ensure they receive the training and guidence to provide a good standard of care.

Our residents have also completed surveys together with professionals who visit the Home. Their valued comments will be acted upon and the results available to view on our website and displayed in the Home.

We would like to take this opportunity to thank you for supporting our fundraising activities this year.

The Committee continue to work hard to raise funds to improve the Home and to provide financial support so that the residents can go on day trips and outings throughout the year. The residents always look forward to and enjoy these events.

The Care Quality Commission inspected us on December 1st 2010; and I am pleased to say we have come out as Compliant with the New Standards; which is the highest grade under the new regulations. You can see our report via our website www.shandford.com. We also display photos of events. if you would like a copy of the monthly Newsletter emailed to you please send your details to shandford@hotmail.co.uk.

Surveys will be conducted annually so the quality of the service we offer can be measured and improved.

Thank you.

Susan Bissett
Manager
2011