Sunbury
Nursing Homes
2014
Survey of Relatives
Summary
Introduction
Each year Sunbury Nursing Homes conducts a satisfaction survey of the relatives/
representatives of the home’s current residents. This booklet is a summary of the
main findings of our most recent survey carried out during April 2014.
Survey forms were returned from relatives of about 60% of the residents so a good
representative sample was provided. The surveys provided some very positive
results and in comparison with the 2012 survey there was an increase in our
calculated average satisfaction rating.
The questionnaire
The questionnaire consisted of the following 10 questions:
Q1. Do staff / management make you feel welcome at any time?
Q2. Can you visit your relative / friend in private?
Q3. Are you kept informed of important matters affecting your relative / friend?
Q4. If your relative / friend is unable to make decisions, are you consulted about
their care?
Q5. In your opinion, are there always sufficient numbers of staff on duty?
Q6. Are you aware of the home's complaints procedure?
Q7. Have you ever had to make a complaint?
Q7a If yes to previous, was the complaint dealt with satisfactorily?
Q8. Do you feel that your relative / friend is safe here?
Q9. Do you know how to access copies of CQC inspection reports on the home?
Q10. Are you satisfied with the overall care provided in the home?
Results
We have applied a scoring system to the surveys and used this to calculate a
satisfaction rating for each returned survey. The satisfaction ratings fell within the
range 72% to 100% and the average score was 95%. The chart below (Figure 1)
shows the distribution of satisfaction ratings. Almost two thirds (63%) of the surveys
scored 100% and only 3 surveys less than 89%.
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Number of surveys
20
15
10
5
0
70-79%
80-89%
90-99%
100
Satisfaction rating %
Figure 1. Satisfaction ratings
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Do staff / management make
you feel welcome at any time?
Yes
Sometimes
No
Ifrelative is unable to make decisions
, are you consulted about their care?
Yes
Sometimes
No
Are you satisfied with the
overall care provided?
Yes
Sometimes
No
Yes
Sometimes
No
Are there always sufficient
numbers of staff on duty?
Yes
Sometimes
No
Do you know how to access
copies of CQC reports?
No
Have you ever had to make a
complaint?
Yes
Can you visit your relative in
private?
Yes
No
Are you kept informed of important
matters affecting your relative?
Yes
Sometimes
No
Do you feel that your relaitve is
safe here?
Yes
Sometimes
No
Are you aware of the home's
complaints procedure?
Yes
No
Was the complaint dealth with
satisfactorily
Yes
No
Figure 2 Survey Results
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Summary
2009
2010
2011
2012
2014
2 year
increase
Overall average rating
91%
93%
87%
92 %
95%
3%
Scores=100%
50 %
47 %
52%
54%
63%
9%
90%<scores>100%
10 %
23 %
19 %
18 %
13%
-5%
80%<scores>90%
13 %
13 %
15 %
14 %
16%
2%
Scores<80%
27 %
17 %
15 %
14 %
9%
-5%
100%
0%
100%
0%
% of respondents answering Yes to following questions
Do staff / management make you feel 100 % 100 % 98 % 100 %
welcome at any time?
92 % 99 % 100 % 100%
Can you visit your relative / friend in
private?
Are you kept informed of important
matters affecting your relative /
friend?
If your relative / friend is unable to
make decisions, are you consulted
about their care?
In your opinion, are there always
sufficient numbers of staff on duty?
Are you aware of the home's
complaints procedure?
Have you ever had to make a
complaint?
95 %
97 %
98 %
89 %
93%
4%
89 %
83 %
100 %
85 %
96%
11%
89 %
80 %
89 %
74 %
90%
16%
68 %
86 %
85 %
86 %
87%
1%
8%
27 %
30 %
19 %
12%
-7%
100 % 100 % 100 % 80 %
If yes to previous, was the complaint
dealt with satisfactorily?
Do you feel that your relative/friend is 100 % 100 % 100 % 100 %
safe here?
Do you know how to access copies of 60 % 76 % 74 % 86 %
CQC inspection reports on the home?
Are you satisfied with the overall care 100 % 100 % 100 % 93 %
provided in the home?
100%
20%
100%
0%
81%
-5%
100%
7%
Table 1. Comparison of survey results over last five years
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As well as looking at the overall satisfaction ratings, we have looked at the ratings for
each individual question. The results for each question are presented in the pie
charts in Figure 2. In these charts, green always indicates the most satisfactory
results and red the least.
100% satisfaction was achieved in response to the four questions: Do staff /
management make you feel welcome at any time?; Can you visit your relative /
friend in private?; Do you feel that your relative / friend is safe here?; and Are you
satisfied with the overall care provided in the home?
About one fifth of the respondents were unaware of how they could access copies of
the CQC inspection reports on the home and that this was the poorest scoring
question in the survey. Only four respondents said they had ever had to make a
complaint and all of these were satisfied with the way it was dealt with.
As well as the responses to questions, respondents were invited to add additional
comments and suggestions. Nine survey forms included such additional comments
and these are listed in table A2 (see appendix A). Four comments were praising of
the staff and general care provided while one indicated that they would prefer their
relative to be supported to be more independent. Two comments were concerned
with staffing levels one referring to there ‘usually’ being sufficient staffing levels while
the other considered that staff appeared to be more stretched at weekends. One
respondent thought their relative’s room could be dusted more frequently and have
their plants watered more regularly and one comment referred to their relative having
complained to management about an individual member of staff. The final comment
referred to staff/ management always making time to answer any questions or
concerns.
We have carried out an annual relatives’ survey for several years now using similar
questions and rating system. Table below provides a comparison of the results of
this 2014 survey with those of previous years.
Discussion
We received completed survey forms from a relative/friend of about 60% of the
residents so we can be assured that the sample was sufficiently large to be
representative.
Overall the survey has yielded some very positive results with an average rating of
95% and 63% of the surveys scoring 100% satisfaction. This survey also confirms
that relatives/friends are confident that our residents are safe and well looked after
and that they themselves are comfortable visiting. It is also good to see the increase
in satisfaction among relatives with the staffing levels and their being consulted
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about matters concerning their relative. It is also worth noting that almost half of the
additional comments on the forms were in praise of the staff and the care they give.
Awareness of the home’s complaints procedure has remained consistent over the
last four surveys with a tiny increase in this survey. However one in five relatives
responding to the survey said they were unaware of how to access CQC inspection
reports on the home despite copies of the latest inspection reports being left
available in the main entrance hall and a copy included in our information pack for
prospective clients. We will keep working to find additional ways of providing
relatives with information on the complaints procedure and how to access to CQC
inspection reports either online or by obtaining printed copies in the home.
This survey has not highlighted any common areas of concern among relatives. We
have however taken note of each additional comment on the survey forms as they
are useful indicators of areas that might benefit from review. The comment about
dusting surfaces and watering plants more often has therefore been passed on to
the Cleaning Supervisor for action and review. We have also checked staffing rotas
to make sure that numbers are not dipping at weekends but this has confirmed that
there is no difference in numbers between weekdays and weekends. The only
difference is that a couple of the more experienced care staff work weekdays only so
maybe these more familiar faces are missed at weekends. We will also be reminding
staff to bear in mind the delicate balance between maintaining residents’ safety and
restricting them bearing in mind that the Mental Capacity Act requires residents to
always be cared for in the least restrictive manner safely possible. We shall also
ensure that staff are made aware how much their friendliness and professionalism is
appreciated by our residents’ relatives and friends.
Conclusions
Taking into account these survey results, our aims will be to continue to maintain the
high standards of care and welcoming atmosphere acknowledged by the relatives
surveyed. We will also continue our endeavours to ensure that relatives are aware of
how to access CQC reports.
In line with the Essential Standards of Quality and Safety issued by the CQC, we will
continue to promote a culture in which the views of residents and their relatives /
representatives are a driving force for change in the home.
Finally, thank you to everyone who took part in this survey. As ever your assistance
is greatly appreciated.
On behalf of the directors of
Sunbury Nursing Homes Ltd.
19th May 2014
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