Resident and Family Satisfaction Survey 2011 At the Bennett Centre our goal is to provide Long Term care that feels like home. To be successful, we want to provide excellent customer service and promote continuous quality improvement. Feedback through this survey can help us serve residents and families better! Are you a: Resident (0) Family member (19) Other (2) Directions: Please rate the quality of service provided by placing an X over the number that best reflects your satisfaction with our service or use Not Applicable. Health and Personal Care Satisfied Satisfied 1. Quality of nursing care and communication from RN/RPN s 1. Quality of care and support by Personal Support staff (PSW s) 1. Proper attention to personal care and grooming needs 1. Quality of medical care and communication from the Medical Director Average Score 3 2 1 0 2.8 3 2 1 0 2.67 3 2 1 0 2.38 3 2 1 0 2.5 Environment Satisfied Satisfied 1. Cleanliness of home & rooms 3 2 1 0 2.76 1. Absence of odors 3 2 1 0 2.71 1. Care of clothing/belongings 3 2 1 0 2.05 1. Resident safety and security 3 2 1 0 2.86 Customer Service Satisfied Satisfied 1. Overall responsiveness of staff to your questions/concerns 3 2 1 0 2.71 1. Warm, friendly approach by staff 3 2 1 0 2.81 1. Respect for resident dignity & privacy 3 2 1 0 2.81 1. Timely and clear communication is provided 3 2 1 0 2.55 Management of the Home Satisfied Satisfied 1. Overall responsiveness of management to concerns 3 2 1 0 2.67 1. Timely information on changes affecting residents/families 3 2 1 0 2.71 1. Good systems are in place to support the home operation 3 2 1 0 2.76
Recreation/Activities Satisfied Satisfied Average Score 1. Variety of activities of interest 3 2 1 0 2.53 1. Access to community outings 3 2 1 0 2.59 1. Attentiveness of Recreation staff 3 2 1 0 2.79 Meals and Dining Experience Satisfied Satisfied 1. Variety of the menu 3 2 1 0 2.47 1. Appearance/aroma of the meals 3 2 1 0 2.47 1. Timely service of meals 3 2 1 0 2.50 1. Taste of meals 3 2 1 0 2.38 1. Meals are a pleasurable experience 3 2 1 0 2.29 1. The meal requested is the meal served 3 2 1 0 2.53 Support Services Satisfied Satisfied 1. Beauty Salon services 3 2 1 0 2.58 1. Physiotherapy Services 3 2 1 0 2.39 1. Restorative Services 3 2 1 0 2.77 1. Dental Services 3 2 1 0 2.57 1. Footcare Services 3 2 1 0 2.53 Overall Rating of Satisfaction Satisfied Satisfied 1. What would be your overall level of satisfaction with the Bennett Centre 3 2 1 0 2.74 Would you recommend the Bennett Centre to family or friends? Yes 19, No - 1 What 3 things do you think we do well in our home? 1.See balance of report 2. 3 What are your 3 suggested areas for improvement? 1.see balance of report 2 3 This survey can be submitted anonymously, but we will be drawing for two prizes among names submitted. Also, we will be happy to contact you about your comments and suggestions if you leave your name and a phone number. Please contact me to discuss my survey comments (0)
Staff Summary and Planned Response to Results Brief Summary of results a) Results of Scored Questions - Responses down from last 2 years (21 this year, 26 in 2010, 23 in 2009) - Many results fall between Satisfied and Satisfied but 32 indicate (0 in 2010 survey) - The Overall Satisfaction score (question 30) is high at 2.74 but the average question score is 2.6, identical to the 2010 report. There is always room for improvement (maximum average score would be 3.0) - Highest individual question average scores were 2.86 for 8. Resident safety and security and 2.81 for 10. Warm, friendly approach by staff and 11. Respect for resident dignity and privacy - Lowest 4 average scores were: 2.05 for 7. Care of clothing/belongings, 2.29 for 23. Meals are a pleasurable experience and 2.38 for 3. Proper attention to personal care and grooming needs and 22. Taste of meals b) Question: Would you recommend our home to a Friend? - 19 out of 20 responding to this question indicated Yes (95%) - Only one respondent appeared sufficiently dissatisfied in their comments that they would not recommend the Bennett to others c) Things we do well in our home? (written responses) 1. Personal touches, affection reassurance friendliness (10) 2. Home is welcoming and clean (10) 3. Family and visitors feel welcome (7) 4. Good meals and meal service (6) 5. Well organized and fun activities (6) 6. Family atmosphere (4) 7. Resident health and safety (4) 8. Staff communication and cooperation (4) 9. Outstanding garden d) Areas Suggested for Improvement (written responses) 1. Better care of personal items and clothing (laundry) (7) 2. Increased staff attention to hearing aids, daily dental care, bathing and nail care, eating assistance with 2 pm snack) (5) 3. Recreation (more outings, singing, appropriate activities (4) 4. Meals less rush, more support (3) 5. Facility access to East Lounge, more responsiveness to maintenance issues (2) 6. Increase staff (2) 7. Be more directive with resistant (isolated) residents 8. More access to animals 9. Better programs on Bennett TV s 10. Covered walkway to entrance Recommendations for 2012 Survey - include satisfaction with current incontinence product in annual survey - consider doing 6 surveys a month rather than a one shot survey
Brief Action Plan Resident and Family Satisfaction Survey 2011 1. Response to Lowest Scores 1.1 Improving Care of Clothing and Belongings a) Discussion with Booth Centennial staff at Family Council Meeting about: -laundry process -Receiving clothing/cleaning process -Efforts to locate missing clothing items b) Replacement/reimbursement for damaged clothing items (Bennett or Booth) - this was started in 2011 and will be available into the future c) Ensure clothing hits the right basket (family laundry basket or Bennett personal clothing) and ends up in the right closet/drawer - ensure all baskets are clearly labelled - ensure residents are aware of where they should place soiled clothing (reminders?) - staff putting away clothing items must check the label for the right location d) Education of Staff, Families and Residents on Labelling Requirements - everyone should routinely check for labels - if label is missing or needs to be replaced, it should be sent to Reception for labelling e) Establish a standard practice for storage of personal items in rooms eye glasses, hearing aids, dentures, watches, rings - use a custom plastic tray for these items? - place hearing aids in Med Cart if at risk of loss f) Reimbursement/replacement of losses resulting from staff negligence. - this is already in place via request to the DOC or Administrator - publicize this in Family Friendly newsletter g) Better options/responses for damaged or lost items on-site service providers for eyeglasses, dentures, hearing aids h) Handling Found eyeglasses where owner is not clear - document resident eye glasses in a binder kept at Reception or the Nursing Station so someone can look up the name of the owner - take pictures of eye glasses on admission i) Establish a Hardship Fund for Residents with limited funds for new/replacement items set up via the Resident s Council and direct new donations to the fund j) Report on Survey results - include survey results in the Family and Staff Newsletters so everyone is knowledgeable, diligent and proposing realistic solutions 1.2 Ensuring Meals are a Pleasurable Experience a) Carry out Focus groups with Resident Council/Family Council - promote a discussion on what would make dining more pleasurable, identify areas for improvement (preferably at Food Committee meeting) b) Training Staff on Pleasurable Dining Protocols - arrange for CARE training for Bennett staff (Extendicare Training Program) - ensure adaptive items (plates, forks, spoons) are available for use c) Establish and implement a standard for the Dining Room Environment: -music -decoration -comfort (heat/cool) -furnishings (tables, chairs, trays, accommodation/accessibility for wheelchairs)
d) Request staff Participation in improving the Dining Room Ambiance - request staff suggestions for improvement(s) in staff newsletter. 1.3 Proper Attention to Personal Care and Grooming a) Promote a Home focus on Looking Good emphasis on grooming, clothing, eyeglasses and wheelchair condition. -staff to check resident s appearance while in their room, in the dining room or when in the social areas of the home. - PSW s should consider those assigned to them their residents and promote Looking Good, changing resident when clothes are soiled and wiping food from wheelchairs - staff need to check that clothing matches and belts/scarves are included b) Manager Checks on Resident Appearance and Comfort - Managers to check residents as they see them - Registered staff and managers will comment to the Resident on some aspect of their appearance or grooming in their contact with residents. This attention will include the resident s posture in their wheelchair and foot-ware. c) Encourage Residents to do their part to Look Good - use signs in resident wash rooms to remind residents to wash hands, brush teeth, use deodorant, etc. - request staff suggestions for reminders d) Feedback to families on clothing replacement or repair needs - PSW s should communicate with residents and families during visits about clothing or foot-ware that needs to be replaced or repaired or bring this to the attention of the Ward Clerk or Registered staff for communication to families e) Training of Staff on Hair Care and Grooming Skills - arrange for training by hairdresser on hair management skills f) Emphasis on Mouth Care: - promote the use of approved electric toothbrushes - promotion of dental care and treatment - promotion of on-site denture services - Update the dental care plan periodically (quarterly?) g) Emphasis on Eyewear: - establish eye glass identification binder - label eyeglasses using labels, etching or decorative chains - promotion of on-site optician services h) Emphasis on Continence Care - survey residents/families on Continence Care products - any staff member noticing odour is to ensure resident is taken to their room for care - families noticing odour should be encouraged to bring this to the attention of staff 1.4 Taste of Meals a) Ensuring Tasty Meals - Serving staff should properly identify menu items and be able to accurately describe them to residents with vision problems. b) Ensuring Resident Satisfaction with Meals - Cook/Chef to speak to residents/family at all meals for feedback d) Meeting individual needs for taste - survey residents to find out what condiments they have routinely used prior to coming to the Bennett - provide residents with table condiments, as requested - provide food samples at Food Committee meetings (especially new items) e) Making each meal the best that it can be - when serving, staff will consistently offer condiments - condiments must be available at all meals at the Servery - staff purchasing or receiving meals should complete Food Audits with each meal