One aspect of my job that I really enjoy is being able to visit the homes and services to see first hand the excellent work that goes on day by day in caring for our residents and service users. There is clearly a strong commitment to what you do, providing high quality care to the people we look after.
From time to time we ask our residents and service users to give us feedback on what they think about the care they receive and recently we have had two surveys completed and returned. I’m delighted to say that the results are very positive. Thank you!
In Home Care, service users, families and advocates completed our Annual Quality Assurance Survey. The headlines are that we achieved a 96% approval rating for the overall service received from the Home Care team, and 96% for the actual care that is delivered in service user’s homes. There is no doubt that the warmth of the relationships we have with our service users is the foundation of good care, and so it is particularly pleasing that we scored 100% for two really key questions: ‘Carers allow me to have a say on how care is given to me, my relative or my friend’ and ‘It is easy to talk to carers who visit’. That’s great feedback to have! The team has worked hard through the year to introduce a new Care and Support Plan and to remind service users of our complaints procedure and so it was good to see improved our scores in these areas, too.
Of course, there is always work to do and areas to improve, for example, only 70% of service users were aware of Avante’s Philosophy of Care. This is something I would like to look at over the next few months for Avante as a whole, so watch this space!
In the homes, our residents and their relatives took part in the annual Your Care Rating survey. This survey takes in the views of over 16,500 care home residents and relatives across the country and is seen as an authoritative guide to opinion on life in care homes. This year, once again, our results are positive with both residents and relatives giving us an overall approval rating of over 80%. Particular congratulations go to Puddingstone Grange who were top scorers in both the Residents’ and the Relatives’ surveys with 93% and 87% respectively. As in Home Care, the importance of relationships came through, with some of our best scores being achieved for ‘Staff treat me with kindness, dignity and respect’ (98%, with five homes scoring 100%) and ‘Staff understand me as an individual’ (95%). Again, this is great feedback.
These results will be shared in more detail with each of the homes and services in the near future, and we will look to see how we can improve for next year. In the meantime, thank you for all you do for those in our care and for demonstrating so clearly that Everyone Matters.
Avante Care & Support
Share this Post