Client Satisfaction Survey Replies 2010
Replies to Able Community Care's Client Satisfaction Survey in 2010
Every year in line with current legislation we send out a Customer Satisfaction Survey to all our Clients.
The following are some of the comments received on Client Satisfaction Surveys received back since the beginning of this year, 2010:
- Thank you again for your help.
- I am quite happy with my care at the moment.
- Very satisfied with the service provided.
- Generally everyone is most helpful.
- Happy with service and carers.
- Thank you (Care Manager) for all your help. You are always most perceptive and practical and supportive with ideas.
- Our two carers seem to fit in very well with our neighbour and friends like one of the family during their fortnightly times.
- The care I received was excellent (Respite care package).
- Very happy with service and continued good work.
- Problems have been quickly responded to and resolved.
- I have been very impressed with the input of the Care Manager. Very happy with the care.
- Able Community Care provides a superb service.
- I am pleased and satisfied.
- Very happy with the service provided.
- We are very pleased with the service X receives.
- Your service is A1 thank you.
- My son X and I are very happy with your service, thank you so much.
- I consider myself lucky to be looked after by the carers I have, both of whom are excellent cooks.
- I feel free to ring and discuss any problems if and when they arise and know they will be resolved, thank you.
- Both my Mother and all family members are extremely satisfied with the care provided by Able.
- Thank you for your efficient help, very much appreciated.
- An impressive service which is much appreciated by me.
- X says he is a "happy bunny".
- Everything is fine.
- Wonderful, excellent carers.
- Delighted with the carer who looked after Dad. (Respite care package).
- Thank you for providing me with good, friendly carers and thank you for the speed in which you have dealt with past issues.
- I really appreciate the genuine concern all staff show when I have telephoned.
- Very happy with the service my Mum receives, keep up the good work.
- I am able to discuss with Care Manager any problems that occur.
- Live-in care provides support when more traditional services fail.
- When I visit X. I find her only happy and satisfied with her care and pleased to be in her own home.
- Very satisfied thank you.
- The service and the carers you provide are excellent.
- I am extremely satisfied with X & Y they look after my parents as if they were their own. Brilliant!
- All is well, thank you.
- Very reliable service, thank you.
- Thank you for your service.
- No problems.
- Very pleased so far.
- The respite care my husband receives is excellent, faultless.
- A professional service.
- The care package is good, the carers are honest and pleasant.
- Very good service.
- The care is professional and of a good standard.
- We have two superb carers.
- We have a great team of carers.
- Pleasant company to deal with and the regular carers you provide are excellent.
- A reliable and professional service.
- Reliable, professional, pleased with the service provided.
- I am happy with the constant high level of care I receive.
- Very satisfied.
- Reliable, appropriate and the care is of a high standard.
- Two alternating carers have provided stability over more than two years and are wonderful.
One of the questions asked was:
"Are you satisfied with the overall service you receive?"
Out of the 155 replies received to date, one person replied "sort of" and 3 said "no". 151 said "yes".
The four replies with reference to problems, concerned:
- Unrealistic expectations re. background of care staff.
- Request for a change of Care Manager.
- Difficulty in providing a rota of car owner/drivers who were happy to return. The client however was happy with the care.
- General problems that were of importance to the person being cared for.
The above were responded to by:
- Still trying to achieve what is especially difficult.
- Care Manager has been changed.
- Rota in the process of being established.
- Personal visit from a senior member of the Able Community Care staff to try to resolve the problems.
- Clients and their representatives/advocates were offered the choice to have their Advice Letters (which introduce incoming carers) by email rather than by Royal Mail: Many have chosen to receive their correspondence by email.
- One client has requested that his monthly account is sent by email.
- One client suggestion was that we should also consider giving carers email address on the Advice Notes so contact can be made if required. We have now implemented this change.