Tel: 01869 247 779 Email: info@elitecareagency.co.uk
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Latest Customer Satisfaction Survey Results

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.