ANNUAL QUALITY AUDIT 2009 (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 (OCTOBER 2009)

The results of the Next-of-kin survey carried out in October 2009 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:

· I have always found a very warm friendly welcome whenever I come to the Home


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

Yes 15/15 No

Any other comments:
· I find it really good that I have a monthly Newsletter and am able to see all those lovely pictures on the website, especially as I am too far away to visit often.
· Particularly appreciate e-mail Newsletter
· Usually get told by relative


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


High Quality
- Agree strongly 7/16
- Agree 9/16
- Agree slightly 0/16
- Disagree slightly 0/16
Meeting their needs
- Agree strongly 7/16
- Agree 8/16
- Agree slightly 1/16
Supportive
- Agree strongly 7/16
- Agree 9/16

Any further comments:
· My relative is so happy and feels safe. I know her care is of high quality.
· All the staff have an excellent manner when talking & helping my relative – they recognise she likes to be independent but does now need assistance


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

Positively 11/13 Acceptably 2/13 Inadequately 0/13

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:
· Would like to know about GP visits, flu jabs etc because of relatives past history
· Don’t know – no decisions needed so far


2. Facilities
How would you describe the:

Access to Shandford
- Very good 10/16
- Good 4/16
- Fair 2/16
- Poor 0/16
Access in Shandford
- Very good 10/16
- Good 5/16
- Fair 1/16
Toileting facilities
- Very good 9/15
- Good 6/15
Standard of your bedroom
- Very good 6/15
- Good 8/15
- Fair 1/15
Bathing facilities
- Very good 8/15
- Good 7/15
General decoration within Shandford
- Very good 5/16
- Good 11/16
Dining room
- Very good 11/16
- Good 5/16
Communal lounge
- Very good 10/16
- Good 6/16

Any comments on the above:
· Has been made as wheelchair accessible as existing building could be, but corridors are narrow & lift small
· Decoration in some areas looking in need of attention. Carpets in some areas looking worn.
· En-suite showers are of little use to the elderly.



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 15/16 Uncaring 0/16
Polite 16/16 Rude 0/16
Consistent 11/16 Inconsistent 0/16
Professional 13/16 Unprofessional 0/16
Understanding 13/16 Other (please state)

Any further comments:
· There were no further comments


How would you describe the following aspects of staff performance?

Attitude
- Very good 9/16
- Good 7/16
Awareness
- Very good 6/15
- Good 7/15
- Fair 2/15
Competence
- Very good 7/16
- Good 9/16
Flexibility
- Very good 5/15
- Good 9/15
- Fair 1/15

Any other comments you wish to make:
· I find the staff are approachable, friendly & professional in regard to my relative and to me.
· As I can only come to visit infrequently I can’t comment too much on staff but have never had any adverse comments from anyone who visits her.


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

Yes 16/16 No 0/16

Any further comments:
• No further 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 16/16 No 0/16
The approachability of the Manager
Yes 16/16 No 0/16
How they involve residents in the affairs of the Home? (i.e. Residents Meetings)
Yes 15/15 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?

· Home Managers are professional, friendly & willing to listen to one.
· Not sure if relative always attends meetings.


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

Yes 15/15 No 0/15

Are there any areas that could be improved upon?
· Believe from comments there could be more variety

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

Yes 2/16 No N/A 14/16


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

Yes 16/16 No 0/16

Any further comments:
· My relative enjoys reading, peace & quiet with the facility to join others from time to time.

How would you describe the atmosphere at Shandford?

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


7. Conclusion
In your view, what aspects, if any, of our Home need improvements?
· Pendant bell system needed
· Their wheelchair goes missing quite a lot.
· Decoration in some areas looking in need of attention. Carpets in some areas looking worn.
· All staff to wear name badges at all times. With staff rotas different carers appear in the same day. Memory is not a strong point with your residents but many of them would like to address the carer by name.


Any further comments?

· My relative has only been at the Home since June and to date I am most grateful she has settled so well and that is largely due to the way everyone (staff & residents) have made her feel so welcome. Thank you all.
· My relative is very happy at Shandford and I know that he is well cared for and supported.
· My aunt has lived in Shandford for 2 years now and is very happy there. Whenever I visit I am made to feel very welcome from staff who always greet you with a nice smile.
· Shandford is a good care home thanks to the Manager & Staff.
· Much appreciate the care given to my aunt due to her lack of balance and mobility – a difficult situation for all concerned.
· In general I have no concerns regarding care. After 12 months in Shandford my relative has adjusted well to a drastic change in lifestyle and is physically in much better shape than when she came in. Thank you.


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 improve the service we offer. We have had another busy year and our staff have continued to work hard to provide a good level of care to your relatives.

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.

I have summarised of some of your concerns below:

About the Home in General
· We endeavour to provide a homely, friendly and cheerful environment for our residents and their visitors.

Facilities
· We are aware that some areas of the Home need decorating and updating and this will be raised at the next Management Committee Meeting.
· We acknowledge that some corridors and the lift are small, however we have to work within the confines and layout of the Home.

About the Staff
· Thank you for your positive comments with regard to the staff. There have been a few staff changes this year. All our staff continue to ensure that your family member is well cared for and that visitors are made to feel welcome.

Management of the Home
· The Management team at Shandford continue to work at improving the facilities and the services we offer our residents and we would like to thank you for your positive feedback and support. We will continue to keep you updated via our Newsletter and website.

Catering Facilities
· Generally the feedback that we get from you is that your relatives are receiving satisfactory meals. I am sure you appreciate that it is difficult to please 25 residents all of the time. We listen to the residents and will offer an alternative. And residents are encouraged through their Residents Meetings to offer suggestions.

Daily Living
· We endeavour to encourage our residents to participate in any activity, however if they do not wish to join in, that is their choice and we have to respect this.
· We have just employed a Hand Massage therapist who is going to visit once a month – this has been well received by the residents.
· Residents’ opinions and suggestions are sought regarding the running of the Home at bi-monthly Residents Meetings.
· The residents continue to enjoy the activity sessions.


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.

We would like to take this opportunity to thank you for supporting our fundraising activities this year. We display photos of events and you can also view a copy of our latest Inspection Report (July 2008) via our website ‘www.shandford.com’. If you would like a copy of the monthly Newsletter to be e-mailed to you, please send your details to ‘shandford@hotmail.co.uk.’

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 has proved very successful and been thoroughly enjoyed by the residents.

Any concerns that you raised about staff or personal care in your feedback have been dealt with individually. If you have any concerns at any time, please do not hesitate to contact me.

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

Thank you.

Susan Bissett
Manager
21/01/2010