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OFFICE GNOSALL

1 Station Road, ST20 0EZ,Gnosall,Staffordshire

Phone: 01785 748259

Email: admin@thecarecompanystafford.co.uk

OFFICE BURSLEM (STOKE ON TRENT)

The Angel Building

12 Westport Road,Burslem,Stoke on Trent,ST6 4AW

Phone: 01782757606

Email: admin@thecarecompanystoke.co.uk

THE CARE COMPANY

CUSTOMER SATISFACTION SURVEY

For our Summer 2019 customer feedback survey we decided to ask questions by ‘phone instead of a paper-based form previously used as we felt customers and their relatives would speak more freely. We contacted during June, July and early August and here are our results.

We were consistent with our questions which were covered by several members of the office support team.

We focused on the following areas:

  • Reliability of the service

  • Reliability of the carers

  • Duration of care visit

  • Communication with office/out of hours representatives

  • Friendliness of staff

  • Quality of care and support

  • Promoting independence

  • Positive/negative comments

 

We spoke with 44 customers or their relatives from our Burslem office with the following results:

Reliability of service

You said – The service you receive is reliable. You said there have been some occasions where carers are running late/early for the care visits and you sometimes are not contacted by the office.

“Can’t fault the carers at all, always on time”

We did – Where we are notified by carers that the care is running early/late we will notify you. Carers have been reminded about informing us where this happens.

You said - that you received 100% of your care – there were no reported missed care visits.

You said – In the main you have regular carers providing your care. This can change when regular carers are unwell or on holiday.

We did – We can email rotas when requested to make you aware of who your allocated carers are if your regular carers are off duty.

“All carers are good; I feel like I can relax at work with carers going in. When I rang the office, it was dealt with well”

Duration of care visits

You said – Most care visits are reported that the full duration of allocated time was spent by the carers. 2 of you reported that there have been under deliveries in care.

“Smashing girls very happy with my care, they know my ways”

“The carers are really good, Kelly good during difficult times”

We did – An independent review will be arranged for the 2 customers who reported an under stay in service.

 

 

Communication with office/ out of hours staff

You said – Not all customers have needed to contact the office/on-call service but those of you that have felt that your call had been dealt with well. Where queries could not be dealt with during out of hours this was passed on to the office team and picked up during Monday -Friday office hours.

You also said that if you had raised a concern/complaint that your issues were addressed promptly.

“Raised a complaint before. It was dealt with by the office”

Friendliness of carers

You said – 99% positive feedback was reported during the survey. You said the carers are friendly and courteous, arrive smartly dressed in their uniforms and provide the care you need.

 “Carers all friendly and kind”

“Mum wants a small number of carers supporting her, please contact mum direct if there are changes to her care”

We did – 1 negative comment was received regarding domestic tasks not incorporated into their plan. This has since been added to the plan.

Promoting Independence

You said – 100% of you said that the care and support you receive enables you to do as much as you can by yourself and that you feel safer because of the care and support you receive

“Carers are brilliant, always very helpful. Allow me to remain independent which I appreciate”

Conclusion

From the survey which was completed in June 2019 most of the feedback has been positive. Areas that will be focussed on for improvement:

  • Communication when care visits are earlier/later than planned this will be communicated more effectively

  • Customer specific reviews will be completed during July/August

  • Under deliveries in care will be monitored using our live monitoring service and reviewed accordingly

 

We spoke with 38 customers or their relatives serviced from the Stafford office and here are their comments:

Reliability of service

You said – The service you receive is reliable. You said there have been some occasions where carers are running late/early for the care visits and you sometimes are not contacted by the office.

“Happy with the carers and the times of the visits, they stay as long as they need to”

We did – Where we are notified by carers that the care is running early/late we will notify you. Carers have been reminded about informing us where this happens.

You said – In the main you have regular carers providing your care. This can change when regular carers are unwell or on holiday.

We did – We can email rotas when requested to make you aware of who your allocated carers are if your regular carers are off duty.

“It’s the best company I’ve had, I like all the carers”

We are aware of a rural rota where there is a higher number of carers attending and this is being monitored

Duration of care visits

You said – Most care visits are reported that the full duration of allocated time was spent by the carers. 4 of you reported that there you would prefer alternative times of your care which will be looked at by the office team.

3 x face to face reviews were organised as a result of the feedback of correct duration of care visits.

Communication with office/ out of hours staff

You said – Not all customers have needed to contact the office/on call service but those of you that have felt that your call had been dealt with well. Where queries could not be dealt with during out of hours this was passed on to the office team and picked up during Monday -Friday office hours.

You also said that if you had raised a concern/complaint that your issues were addressed promptly.

“The office staff always deal with my concerns promptly”

Friendliness of carers

You said – 97% positive feedback was reported during the survey. You said the carers are friendly and courteous, arrive smartly dressed in their uniforms and provide the care you need.

 “My Grandma appears to like all the carers”

“Cindy my carer always keeps me updated with changes”

3 negative comments were received which are being processed

Promoting Independence

You said – 100% of you said that the care and support you receive enables you to do as much as you can by yourself and that you feel safer because of the care and support you receive

Conclusion

From the survey which was completed in July 2019 most of the feedback has been positive. Areas that will be focussed on for improvement:

  • Communication when care visits are earlier/later than planned this will be communicated more effectively

  • Customer specific reviews will be completed during July/August/September

  • Under deliveries in care will be monitored using our live monitoring service and reviewed accordingly