THE CARE COMPANY

CUSTOMER SATISFACTION SURVEY

For our Summer 2020 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 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 25 customers or their relatives from our Burslem office with the following results:

Reliability of service

You said – 50% of you said the service you receive is reliable. The other 50% of you said there have been a few occasions where carers are running late for the care visits and you sometimes are not contacted by the office.

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. Some of you said that when you have new carers you feel as though they need more training.

“Yes, the carers are excellent and always on time. They all are doing a very good job; people don’t realise how hard our carers work”

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. New carers have training as well as extra shadowing shifts.

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 have been under deliveries in care.

“Mum is always up and dressed and has had her breakfast. Very impressed with how the carers manage to do this”

We did – An independent review will be arranged for the 4 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. 20% of you said that when you have tried to contact the office your issues have not been dealt with as fast as you would have liked.

Some customers or N.O.K who did not have the contact details for the office or out of hours service were given the details on how to contact if needs be.

“I have rung on a couple of occasions and the office have dealt with the situation well. I am happy with the service”

We did - we have since dealt with the 20% of customers and their N.O.K and effectively resolved the issues they had.

Friendliness of carers

You said – 100% 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 provide an excellent service”

“Carers are always in full PPE” ​​

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 and encourage Dad to stay independent as much as possible”

Conclusion

From the survey which was completed in July and August 2020 most of the feedback has been positive. Areas that will be focussed on for improvement:

  • Prompt carers to call the office when they are running late

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

  • Offer more training and extra shadowing shifts to new carers so that they can gain more experience and meet and greet their customers in advance

  • Try to respond to issues that customers or their N.O.K may have promptly and manage their expectations better with issue resolution

  • Ensure all customers/NOK have office and Out of Hours contact details

 

We spoke with 24 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.

“Carers always stay for the full length of the visit, if not longer”

“They always stay and have a chat with mum and take their 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 – In the main you have regular carers providing your care. 37% of you said that you sometimes are not aware on who your carers will be for that week. 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.

“Sometimes my carers do get held up, but I know when this happens that I will always be made aware in advance”

Duration of care visits

You said –  Most care visits are reported that the full duration of allocated time was spent by the carers. 5 of you reported that you do not think your/N.O.K’s carers are staying for the full length of time, this will be looked by the office team.

“My carers always stay with me for the full time of my visit - if not longer!”

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

“Care co-ordinator is always very responsive to my needs. I have her personal number and the office telephone, and I always get an instant response” ​

Friendliness of carers

You said – 98% 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.

“I not only have the best carers in the company, but the best carers I have ever had”

“All of the carers provide me with an exceptional service. They make me feel a lot less miserable”

2 negative comments were received which are being processed

You said - 25% of you said that face masks are not being worn by carers. Although most of the feedback regarding wearing the required protective equipment incorrectly was due to the customers being hard of hearing.

“Not always sure on the face masks, but mum does have very hard hearing and lip reads to be able to understand what is going on. Not always fussed as they have to pull their masks down to do this and social distancing is always adhered to”

We did - reiterate the importance of face masks (and all PPE) to all carers and provide our carers with more knowledge and guidance on wearing PPE correctly.

Promoting Independence

You said – 99% 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.

We did - will schedule meetings and discuss updating care plans. One comment about not promoting independence has been passed on and dealt with.

Conclusion

From the survey which was completed in July and August 2020 most of the feedback has been positive. Areas that will be focused on for improvement:

  • Prompt carers to ring the office when running late

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

  • Guidance on wearing PPE effectively to Government Covid Guidelines

  • Reviewing care plans frequently

  • Offer more shadowing shifts to new carers so that they can gain as much experience as possible and meet and greet their customers

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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