July 2011– March 2012
Were you given enough information about the home? 100%
Did you understand all the information? 95%
Did you have anyone explain information to you? 100%
Did you understand why you applied to come to the home? 100%
Was a pre-assessment done? 100%
Did we understand your needs? 95%
Did you feel we understood your needs? 95%
Were you made to feel welcome? 100%
Were you treated well & listened to on arrival? 100%
Did you know the names of helpful staff? 71%
Did you understand the terms & conditions of home? 90%
Was accommodation well prepared on arrival? 90%
Do you know how to make a comment or complaint? 76%
Was resident’s handbook given? 71%
When you first moved were your feelings understood? 90%
Do you feel comfortable about complaining? 100%
Things people liked about the Home:
- 90% praised staff for being excellent, friendly, helpful, caring, dedicated and professional
- Staff willingness to listen to you
- Warmth and friendliness towards the residents and their families
- Given a warm welcome at reception
- High standard of Hygiene and general cleanliness
- Friendly atmosphere
- Lovely ambience
- Homeliness of the Home
- Clean rooms
- Rooms spacious and bright
- Convenience of wet room
- Beautiful building
- The food is well prepared and imaginative
- Always something going on
- Varied daily activities
- The trial day is a good idea
Things that could improve the Home:
- Stair doors being banged
Our response:
All doors now have soft close hinges fitted.
- Difficult to manipulating both entrance doors while pushing a wheel chair
Our response:
Now fitted door hold on first door of Hill House. Not possible to do so on second door.
- Occasional lack of communication
Our Response:
Please let us know in each case if we ever have an issue we may be able to put it right.
- Slowness to answer bells
Our response:
We monitor bell response times and in audits 3mins has been maximum waiting time.