Feedback from Service Users’ Families

3rd November 2020 0
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Staff are wonderful and caring in a challenging Covid-19 climate! Thank you for staying safe.

This is one of the comments that we received from the family of a service user who completed our annual survey. Other comments include:

Management and staff address any issues that arise promptly. Provide a safe, varied and enjoyable life for my son.

Our son has bespoke care of the highest standard… He feels that he is part of a family. We feel his professional care arrangements make him feel totally secure… He has always been treated with total respect and dignity.

It’s clear that this year has been really tough for everyone in many different ways. Under normal circumstances, we have an open-door policy, encouraging family members and friends of service users to visit them in our specialist care homes. We also support our service users to visit their families, accompanied by care staff who will support both the service user and their family during the visit.

Of course, this year has been very different. We’ve tried to stay in touch via phone, online platforms and even sending photos and information by post. We also encourage feedback from families by sending out an annual questionnaire. This enables us to formalise the process and identify any changes that are needed. Everyone’s needs are different, but our survey helps us to see an overall picture and reflect on any improvements we can make. This year in particular has made us rethink exactly what we do and how we can continue to provide a safe, supportive and happy home for our service users.

The questionnaires are optional and can be anonymous, so we may only receive a small number of replies. However, we take all of the feedback very seriously and are very grateful to the family members who complete the questionnaires.

We ask all families whether they strongly agree, agree, don’t know or disagree with the following statements:

  1. I am happy with the care provided for my relative
  2. The home has a warm, non-institutional feeling
  3. The home provides an inclusive or family environment
  4. Staff are friendly and approachable
  5. I am regularly updated with information
  6. I feel that my relative is treated with dignity and respect
  7. I feel that their quality of life has improved since they arrived at Richardson Care
  8. I feel that my relative takes part in meaningful and/or enjoyable activities
  9.  Would you recommend Richardson Care? (Yes/No)

We are pleased that:

100% of respondents said that they would recommend Richardson Care

100% of respondents said that they strongly agreed or agreed with the statement: “I am happy with the care provided for my relative”

100% strongly agreed or agreed with the statement: “Staff are friendly and approachable”

95% strongly agreed or agreed with the statement “I feel that my relative is treated with dignity and respect”

95% strongly agreed or agreed with the statement: “The home provides an inclusive or family environment”

And 86% felt that their loved one’s quality of life had improved since they arrived at Richardson Care.

All of the 2020 families’ questionnaire results are shown in the graph above.

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Richardson Care, The Richardson Mews, Kingsland Gardens, Northampton NN2 7PW

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E: welcome@richardsoncares.co.uk.

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