Elite Care Client Satisfaction Survey 2015/16
Every year we send out a questionnaire to all our clients asking them how they feel about the service they receive from us. In March 2016 we sent out 50 surveys and received 35 returns with 2 partially completed.
The survey was framed around the 5 key lines of enquiry that the Care Quality Commission use when inspecting our service ie. that it should be responsive,caring, safe, well led and effective.
With a number of aspects of the service, we asked responders to grade their satisfaction from 1-5, with 5 being the highest level of satisfaction.
Last year's figures are in brackets.
1. Responsive
97% (97%) of respondents were involved in the decision to use Elite Care Agency .
97% (97%) of respondents were involved in planning their care services.
93% (93%) of respondents did not want to change anything in their care plan.
2. Caring
Satisfaction scores where 100% is maximum possible score:
a) that the care plan is reviewed regularly enough: 94% (93%)
b) that we arrive on time 88% (90%)
c) that we stay for agreed length of time 97% (94%)
d) that we listen and act on what you say 95% ( 98%)
e) that we respect your privacy and dignity 98% (99%)
f) that we do things the way you like them done 98% (98%)
and give you time to do things for yourself
if you want to
g) that we are flexible enough when you need
to make changes to your visits 99% (99%)
3. Safe
93% (100%)of those who responded said that they were aware who they could speak to if they felt threatened or mistreated by anyone.
97% (97% ) of responders felt carers worked hygienically with frequent hand washing. 1 did not know
4. Well Led
100% of responders found management and office staff to be approachable and easy to contact.
97% (94 %) of responders felt that that carers have the right training and skills
97% of responders knew how to make a complaint
5. Effective
100% (100%) of responders said they would recommend Elite Care to others.
85% (96%)of responders said their life had improved since they started receiving services from Elite. 11% reported no change in quality of life. 1 responder said their quality of life had worsened due to progresive illness.
Comparison of Customers' Overall Rating of Service 2011-2015
|
% |
2015 |
2014 | 2013 | 2012 |
2011 |
|
Excellent |
57 |
60 | 68 | 51 | 63 |
|
Very Good |
40 |
40 | 29 | 32 | 47 |
|
Good |
3 |
0 |
3 | 16 | 3 |
|
Fair |
0 |
0 |
0 |
0 |
0 |
|
Poor |
0 |
0 |
0 |
0 |
0 |
We are very grateful to clients and their families who responded to our survey . The information we receive is used to continually improve our service.
