ANNUAL QUALITY AUDIT 2010 (Residents)

1. Facilities
How would you describe the:

Residents had the option of 'Very good', 'good', 'fair' and 'poor'.

Access to Shandford
- Very good 11/12
- Good 1/12
Access in Shandford
- Very good 11/12
- Good 1/12
Toileting facilities
- Very good 8/12
- Good 3/12
- Fair 1/12
Standard of your bedroom
- Very good 8/12
- Good 4/12
Bathing facilities
- Very good 9/12
- Good 3/12
General decoration within Shandford
- Very good 9/12
- Good 3/12
Dining room
- Very good 12/12
Communal lounge
- Very good 12/12

Any comments on the above:
- I love my bath and I like being left on my own to relax, occasionally I have to ring the bell because the water is getting cold.
- I would prefer an en-suite but I manage.
- I love my room and Shandford is a lovely place.
- I dont always dit in the lounge, sometimes I watch TV in my room.
- I like sitting in the lounge, but I do like sitting in my room looking out of the window.
- My en-suite is excellent, some others not so convenient.
- My room is not en-suite so I have quite a walk to the toilet.

2. Your Personal Needs
Here is a list of words, which may describe the care you receive:

Residents had the option of 'Agree strongly', 'Agree', 'Agree slightly', 'Disagree slightly' and 'Disagree strongly'.

High Quality
- Agree strongly 9/12
- Agree 3/12
Meeting my needs
- Agree strongly 10/12
- Agree 2/12
Supportive
- Agree strongly 9/11
- Agree 2/11
· There were no further comments

Do you feel listened to within Shandford?

Always 11/11
Sometimes 0/11
Never 0/11

Do you feel understood?

Always 12/12
Sometimes 0/12
Never 0/12

Do you feel responded to?

Always 12/12
Sometimes 0/12
Never 0/12

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

Positively 5/5
Acceptably
Inadequately

- Satisfactory
- 7 residents said that this was not applicable as they had never expressed any concerns

Do you feel there is anything we could do to improve in these areas?
· There were no further comments


Do you think enough consideration is given to you for your own privacy and dignity?

Yes 12/12 No 0/12

If no, what do you feel we could do for you?
- No comments

Do you think the care given to you is appropriate to your own personal needs?

Yes 12/12 No 0/12

- The staff are brilliant dealing with my particular problems, its not very nice for them.

If no, what do you feel we could do for you?
· No comments

Do you think you are supported to maintain your independence within the delivery of your care?

Always 12/12
Sometimes 0/12
Never 0/12

If you feel you are not receiving enough support, what could we do to improve?
• No comments

Do you think enough consideration is given to your cultural and religious beliefs?

Yes 11/12
No 0/12
Not applicable 1/12
- I go to the service here



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 12/12 Unfriendly 0/12
Caring & kind 12/12 Uncaring 0/12
Polite 11/11 Rude 0/12
Consistent 9/9 Inconsistent 0/12
Professional 9/9 Unprofessional 0/12
Understanding 9/9
Other (please state)Patient; very kind helpfull

Any further comments:

- Everyone is lovely
- We are very lucky
- They come as soon as they can when you ring the bell, some of the agency staff at night are not quite so good.
- I think the staff here are lovely if I had a prblem I would say.
- I have never found cause to criticise; I think those young girls are wonderful at what they do.

How would you describe the following aspects of staff performance?

Residents were given the option of 'Very good','Good','Fair','Poor' and 'Very poor'.

Attitude
- Very good 8/12 Good 4/12
Awareness
- Very good 9/12 Good 2/12
Fair 1/12
Competence
- Very good 9/12 Good 3/12
Flexibility
- Very good 9/12 Good 3/12


Any other comments you wish to make:
- Some of the staff are reslly good and kind, because I am usually very independent.
- Some staff are better than others.
- There is a casual atmosphere.
- Very caring but sometimes they are rushed off their feet.
- They are wonderful
- They are very patient with me, sometimes the agency night staff are not so quick at answering the bell.

Is it easy or difficult to discuss confidential and/or personal matters with staff? (Please tick one box only)

Easy 8/12
Difficult 0/12
Don’t wish to 4/12

Do you have a member of staff with whom you can discuss personal or confidential matters should you so wish?

Yes 7/12
No 0/12
Don’t wish to 5/12

Any other comments:
· No comments

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

Yes 12/12 No 0/12
Any further comments:
no comments

4. Management of the Home

Are you satisfied with:

The availability of the Home’s Managermnet to discuss any problems when you need to?
- Yes 12/12 No 0/12
Whether they get things done when asked?
- Yes 12/12 No 0/12
Approachability of the Manager
- Yes 12/12 No 0/12
How they involve residents in the affairs of the Home? (i.e. Residents Meetings, Monthly Reviews)
- Yes 11/11 No 0/11
Management’s efforts to create a good atmosphere?
- Yes 11/11 No 0/11
Are there any other comments you wish to make?
- It's a very kind happy place.

5. Catering Facilities

Are you satisfied with the variety of meals available within Shandford? (Please tick one box only)

Always 11/12
Sometimes 1/12
Never 0/12

Are there any areas that could be improved upon?

Here is a list of words which may be used to describe the meals: (please tick all the boxes which best describe the meals available)

Well presented 12/12
Tasteless 0/12
Tasty 11/12
Unappetising 0/12
The right temperature 10/12
Appropriate sized portions 12/12
Other (please state)

Any further comments:
- If I like I can ask for more
- Sometimes the roast potatoes are too hard.
- Not enough seasoning in the food.
- Often the pudding is not sweet enough.
- Sometimes very overcooked vegetables.
- I love the food here.
- I love fruit and occasionally would like a fresh apple, we do get bananas.
- I love the tinned and fresh fruit we have.

Do you have special dietary needs at present?
eg. Diabetes or vegetarian

Yes 1/12 No 11/12

If yes, are these needs catered for within Shandford?
Always yes Sometimes n/a Never n/a

Do you request drinks other than at planned times?

Yes 7/12 No 5/12

- I like my glass of wine

If yes, do you receive them when requested?

Always 7/7 Sometimes Never


Are you satisfied with the seating and table arrangements in the Dining Room?

Yes 11/11 No

Are you satisfied with the general atmosphere at mealtimes?

Yes 11/11 No 0/11

Any further comments you would like to make?
- I'd like a bit of music in the background.

6. Daily Living

Do you think there is a sufficient range of activities to meet your needs?

Yes 11/11 No 0/11

Any further comments:
- I like the sing songs.
- I dont like to be organised so I go when I want to.
- I join in when I want to, but I dont have to.
- I enjoy the sing songs, I dont get bored.
- We have quite a lot now; katie comes up to talk to me if I cant get down.
- I love the music, especially all the old songs.


How would you describe the atmosphere at Shandford?

Friendly & supportive 11/12
Acceptable 1/12
Cold & impersonal 0/12
Other: Friendly; Happy


How much choice do you think you have in the organisation of your own life?

As much as I want 12/12
Some but not as much as I want 0/12
Not enough 0/12

Do you feel you have any influence and involvement in the way the Home is run?

As much as I want 12/12
Some but not as much as I want 0/12
Not enough 0/12

Please make any suggestions that would make you feel more included in the running of the Home:

- no comments


7. Comments

In your view, what aspects, if any, of our Home need improvements?
- More care sorting the laundry.


Any further comments?

- I haven't got any complaints, if I did I would speak to the manager about it.
- The laundry is erratic.
- I wouldn't stay here if I didn't like it.
- I appreciate all the efforts made to keep up the standards and improve the home.
- very comfortable and staff very friendly, its much better than being at home and doing the washing up.
- I think it is a very good place to be and I'm lucky there was a vacant room for me when I needed it, I am over a hundred now and its lovely to be waited on.
- I've visited so many people here over the years and I am so pleased I was able to come to Shandford when I needed to, it's very friendly here.
- Everything is done to please us, we are very lucky.
- we have some lovely people here. Ilove the sing song but haven't been able to go down lately.

Manager’s Response:

I would like to thank all the resident’s who participated in Shandford’s Quality Audit. As you can see from the results above, most of you thought the service provided was to a good standard. However, there is always room for improvement.

Facilities
· Generally most people are happy with the facilities at Shandford. Unfortunately there are still a few rooms that do not have en-suite facilities and this is due to a shortage of space. We will continue to upgrade the furniture and decorations.

Personal Needs
· The individual needs of residents are important to us and the staff team work hard to ensure that these needs are met.

About the Staff
· We have a very good staff team at Shandford and you agree that generally your needs are met.
. Staff receive regular training and supervision to ensure your dignity and standard of care is maintained.

Management of the Home
· The Management team at Shandford continue to work at improving the facilities and services we offer to you and would like to thank you for your positive feedback. We will continue to keep you updated through Newsletters and Residents Meetings.

Catering Facilities
· Generally the feedback that we get from you is that you are receiving satisfactory meals. I am sure you appreciate that it is difficult to please 25 residents all of the time. An alternative is available on request as long as sufficient notice is given. You are encouraged through your Residents Meetings to offer suggestions.

Daily Living
· We are pleased that the feedback regarding the activities in the Home is so positive.
· Your opinions and suggestions will continue to be sought regarding the running of the Home at the bi-monthly Residents Meetings

The Committee continue to work hard to raise funds to improve the Home and to provide financial support so that you can go on day trips and outings throughout the year.


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

Thank you once again.

Susan Bissett
Manager
2011

It is our aim at Shandford to continually improve our service. To achieve this we carry out annual Residents surveys.

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

RESIDENTS FEEDBACK (OCTOBER 2009)

The results of the Residents feedback are detailed below: