At The Richardson Partnership for Care we have an open-door policy so the family members and friends of the service users in our care can visit at any time. As this is not practical for everyone we also include supported home visits in individuals’ care plans. As well as contributing to the service users’ well-being and family relationships, it also helps to encourage feedback from family members about the care that their loved one is receiving. In addition, we send out an annual questionnaire so that we can formalise the feedback process and identify any changes that are needed. Our service users have acquired brain injuries, learning disabilities and/or complex needs, so everyone’s requirements are different, but this process helps us to see the overall picture, identify trends and flag up any issues.

The questionnaires can be anonymous and they are optional, so we may only receive a relatively small number of responses. However, we are very grateful to the family members who complete them. Once again, we have received some very positive feedback and some lovely comments, but we are never complacent. We regularly step back and review our services and are always looking to improve.

The same questionnaire is sent to the families of service users who have learning disabilities and those who have an acquired brain injury. 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 The Richardson Partnership for Care
8. I feel that my relative takes part in meaningful and/or enjoyable activities
9. Would you recommend The Richardson Partnership for Care?

We are pleased that:
100% of those who answered said that they would recommend the Richardson Partnership for Care to others.

100% of those who answered said that they strongly agreed or agreed with the statements:
“The home has a warm, non-institutional feeling”
“Staff are friendly and approachable”
“I feel that my relative is treated with dignity and respect”

94% of those who answered said that they strongly agreed or agreed with the statements:
“I am happy with the care provided for my relative”
“The home provides an inclusive or family environment”

All of the 2018 families’ questionnaire results are shown in the graph below.

Some of the comments that we received are shown below with the names removed to protect the identity of the service users.

Comments from families of service users with an acquired brain injury:
“My sister has very good care and kindness at all times, which I know is not easy to achieve…Everyone works together to make it feel like a real family home.”

“The staff do appear to genuinely care about my brother.”

Comments from families of service users with learning disabilities:

“The home is superior to most other homes visited.”

“The staff have always been very supportive to our family.”

“He is very happy at Kingsthorpe Grove, we wouldn’t wish for him to be anywhere else.”

“He is more alert because of the time and effort the Manager and staff have worked to cut down on the amount of unnecessary drugs he was taking, which enables him to live his life in an enjoyable and contented way of his choosing.”

“He has a full and happy life. Everyone seems pleased to work with him. He could not receive better care.”

We would like to thank all of the family members who took the time to complete our annual survey.