QUALITY ASSURANCE DECEMBER 2020/ JANUARY 2021

QUALITY ASSURANCE DECEMBER 2020/ JANUARY 2021

We would like to thank you for taking the time to complete our Quality Assurance Feedback form over December 2020/ January 2021. This information affords us the opportunity to provide the best possible care to our clients and allows us to implement improvements on an on-going basis ensuring we are taking on board your views, wants and needs, ensuring each package of care is person centred.

Our feedback forms were altered this year, we changed a few questions to include our response and communication during the current COVID- 19 pandemic and allowed individuals to provide comments on each question to receive more specific feedback.

We sent feedback forms to our clients; their families and health professionals and we had an excellent response which we are very grateful for. The feedback form was based on Care Quality Commission’s regulatory framework which sets out five ‘domains’ of assessment which are as follows: safe; effective; caring; responsive to people’s needs; and well-led.

Overall, we found that the majority of our clients, their family members and the healthcare professionals we work with are happy with the service that we provide.

We would like to say a big ‘thank you’, to all our clients for your kind words and constructive feedback. As always, do not hesitate to contact us at any time with further feedback. We are always evolving and learning new ways to deliver a high standard of care which we hope reflects in our performance as care givers.

Please note that certain questions within the survey were not relevant to all our clients. Where the question was not relevant, or the respondent answered ‘not applicable’ we have calculated the percentages accordingly. We were very encouraged that not one question was answered as ‘never’ achieved.

We did receive some specific comments with regards to aspects of care in the additional comments section. These points have been included in our action plan following on from this audit and the clients or their family members contacted accordingly.

Our Quality Assurance Survey for December 2020/ January 2021 has given us an average ‘Always’ response of 96.7% from those surveyed. We are extremely happy with this result and will endeavour to continue providing the highest level of live-in care to our clients.

Please see below a summary of the results that we received from our CLIENTS

The Full list of 13 Questions asked were:

  1. Do you feel you or your loved ones independence is encouraged by the carer?
  2. Do you feel you or your loved one is always treated kindly and with respect?
  3. Do you feel the client received all the care and support they needed?
  4. Do you feel the client was given the privacy they required?
  5. Do you feel the carer affords the client to engage in the activity they wanted to do?
  6. Do you feel the carer respects your needs and wants?
  7. Do you feel safe with your carer?
  8. Do you have any specific complaints that have not been dealt with appropriately?
  9. Did you feel that you had good support and communication with the Agency?
  10. Do you feel the safety and security of the client’s house is correctly maintained by the carer?
  11. Is there anyone you feel has gone above and beyond at Constantia Care?
  12. Do you feel Constantia Care has coped well with the Covid-19 Pandemic?
  13. Do you feel Constantia Care relayed Covid-19 information appropriately throughout the pandemic?

Further to our results above, please see below comments on all questions that we did not achieve a 100 % ‘Always’ response.

As mentioned above we did receive specific comments on the audit with regards to individual packages of care. These comments have been included in our action plan and the relevant person contacted directly. If you would like to see our action plan then please feel free to contact the office and we can send this through to you.
Thank you for your continued support and encouragement during this very difficult time and we look forward to our continued partnership ensuring that every package of care is person centred and provides each client with a safe and effective service from us.

 

We also surveyed our carers.

This information affords us the opportunity to provide the best possible care to our clients and supporting our carers, it and allows us to implement improvements on an on-going basis ensuring we are taking on board your views, wants and needs of all our carers.

Our feedback forms were altered this year, we changed a few questions to include our response and communication during the current COVID- 19 pandemic and allowed individuals to provide comments at the end of the questionnaire.

To ensure we are covering each key point; we set out 13 questions to ask our carers.

Overall we found that the majority of our carers are happy with the service that we provided over the COVID- 19 pandemic and how we are aiming to come out of this particular time we find ourselves in.   

We are continually evolving and learning new ways to deliver high standards of care. We are taking up this challenge and we hope this reflects in our performance as a team of care givers.

Our Quality Assurance Survey for December 2020/ January 2021 has given us an average positive response of 98.7% from those surveyed. We are extremely happy with this result and will endeavour to continue providing the highest level of live-in care to our clients while supporting our carers and taking on board invaluable advice from those in the field.

Please see below a summary of the results that we received from our CARERS

The Full list of 13 Questions asked were:

  1. Do you like working for Constantia Care?
  2. Do you find your coordinator helpful?
  3. Are they respectful?
  4. Do you find our response time effective?
  5. Do you find the emergency line helpful?
  6. Do you feel the training provided is comprehensive?
  7. Do you think that we provide a quality service?
  8. Do we deal with your concerns quickly?
  9. How happy are you with contact from the office?
  10. Would you recommend our services?
  11. If unhappy, do you know how to make a complaint?
  12. Do you find Constantia Care proactive?
  13. Do you feel Constantia Care relayed Covid-19 information appropriately throughout the pandemic?

Further to our results above, please see below comments on all questions that we did not achieve a 100 % ‘Always’ response.

As mentioned above we did receive specific comments on the audit. These comments have been included in our action plan and the relevant person contacted directly. If any carer would like to see our full action plan then please feel free to contact the office and we can send this through to you.
Thank you for your continued support during this very difficult time and we look forward to our continued partnership.

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