Glengarry Rest Home and Hospital Resident Satisfaction Survey Results 2013 Overall Satisfaction 2013 2013 2012 10 8 6 4 84% Date of Survey Aug 2013 Aug 2012 Date Results sent to Care Home Aug 2013 Aug 2012 Number of Surveys sent 32 29 Number of Surveys returned 26 17 2 16% Total Return 81% 59% Satisfied Not Satisfied Customer Recommendation 62% 71% Overall Satisfaction 84% 87% 10 8 Taking the time to know our residents (Section E) 89% Well Trained Staff (Section C) 10 85% 8 Meaningful Activities (Section H) 97% 10 8 10 8 Supportive Home Like Environment (Section D&F) 92% 6 6 6 6 4 4 4 4 2 Satisfied 11% Not Satisfied 2 Satisfied 15% Not Satisfied 2 Satisfied 3% Not Satisfied 2 Satisfied 8% Not Satisfied Note: Questions left unanswered or marked as "No Experience" or "Not Applicable" are added to the percentage score Page 1 of 10
Resident Family member of a resident Carer completing for a resident To help us analyse the results can you please tell us who you are 57% 33% 1 5 SECTION A OVERALL SATISFACTION 1 Overall, how would you rate the quality of service from this Care Home, would you say it is? Very Quite Quite Very 27% 38% 27% 8% 0 Don't Know Page 2 of 10
2 What specifically is it about the service that makes you rate it this way? They have provided good care to my Mother Personal cleanliness could improve. Some staff good - some bit grumpy. Washing of eyes - nose - mouths - nails Everyone is extremely helpful and accommodating at all times I'm very happy here, I would like to be home but here is the next best thing. I am well looked after The staff is helpful and very friendly I feel as if this is my own home The extra lengths certain staff go to please you I am treated by staff like I am their family member Most of the staff are lovely - kind, patient and caring Staff are helpful and caring feels like one big happy family Friendly staff Very good Depends on who is on duty Staff seem happy and very obliging [Resident] is very happy here 65% 35% Page 3 of 10
SECTION B GENERAL Less than 6 months 6-11 months 1-2 years 2-4 years More than 4 years 3 How long have you been a resident at this Home? 4% 15% 38% 15% 27% 0 4 Thinking back to when you were choosing a Care Home, what were the main reasons you chose this particular Care Home? Close to family It's in the town I was born and lived for quite sometime Close to my home I needed help and Glengarry was recommended Didn't want to leave Wairoa. Only one in the area. My husband is buried here Glengarry is the only home in Wairoa Because it is in Wairoa. My son chose it for me and brought me here Close to children in the area Only one in Wairoa where my family are I didn't want to go to Auckland, I wanted to stay in Wairoa Family chose it for me. Only one in Wairoa It is close to where I live. It seemed like a nice place, and we had heard good things about it. Only home in Wairoa Locality Came in from hospital care Didn't have any say, I just followed the leader and went with the flow Only home in Wairoa Only one in Wairoa Only one in Wairoa The hospital facility It is the only home in Wairoa It was in my home town To be nearer home and family 5 If the Home is responsible for laundering and caring for your clothing, is the service acceptable to you? 6 How likely are you to recommend this Care Home in the future to friends, family or colleagues? Not Applicable 35% 54% 8% 4% 0 0 Definitely Would Very Likely Quite Likely Neither Likely nor Unlikely Quite Unlikely Very Unlikely Definitely Would Not 42% 19% 15% 19% 4% 0 75% 25% Page 4 of 10
SECTION C STAFF IN THE HOME 7 The following statements are about the staff at the Care Home. How do you rate? a) The respectfulness of the staff towards you b) The level of privacy you are given c) The quality of care you receive d) How well staff know you and your needs 42% 54% 4% 0 35% 65% 0 35% 58% 8% 0 23% 69% 8% 0 e) The promptness of staff attending to your needs 16% 36% 44% 4% 1 f) The amount of information you are given g) The amount of choice you are able to make 23% 58% 15% 4% 0 2 68% 12% 1 h) The consistency of staff (i.e.. The same people caring for you over time) 2 56% 24% 1 i) The number of staff in the Home 8 Taking all these things into consideration, how would you rate the staff at the Care Home OVERALL? 13% 63% 8% 17% 2 38% 54% 8% 0 Agree Slightly Agree Neither Agree nor Disagree Slightly Disagree Disagree 9 How much do you agree or disagree that the home treats you as an individual? 7 22% 9% 3 85% 15% Page 5 of 10
SECTION D THE BUILDINGS AND SURROUNDINGS 10 The following statements are about the staff at the Care Home. How do you rate? a) The cleanliness of the home b) The overall smell of the home 44% 44% 12% 1 23% 58% 19% 0 c) The security of the home (ie. Your personal safety in the home) 31% 65% 4% 0 d) The upkeep of the home and grounds e) The quality of the gardens 11 Taking all these things into consideration, how would you rate the buildings and grounds of this Care Home OVERALL? SECTION E YOUR OWN ROOM 46% 46% 8% 0 31% 46% 19% 4% 0 4 48% 12% 1 87% 13% 12 These statements are about your own room at the Care Home. How do you rate? a) The cleanliness of your room b) The comfort of your room 35% 58% 8% 0 35% 62% 4% 0 c) The security of your belongings in your room 31% 46% 19% 4% 0 13 Taking all these things into consideration, how would you rate your room OVERALL? 31% 62% 8% 0 89% 11% Page 6 of 10
SECTION F COMMUNAL ROOMS IN THE HOME 14 This statement is about communal rooms in your Care Home. How do you rate? a) How well furnished these rooms are 15 Taking this into consideration, how would you rate the communal rooms (eg. The lounge and dining area) OVERALL? SECTION G FOOD 44% 56% 1 44% 48% 4% 4% 1 96% 4% 16 These statements are about food at the Care Home. How do you rate? a) The tastiness of the food b) The variety of dishes available 19% 5 31% 0 15% 62% 19% 4% 0 c) The way your personal choices are catered for 27% 58% 15% 0 17 Taking these things into consideration, how would you rate the food at the Care Home OVERALL? 19% 58% 23% 0 77% 23% Page 7 of 10
SECTION H ACTIVITIES 18 These statements are about the social and recreational activities and events that are offered by the Care Home. How do you rate? a) The choice of activities and events No Experience 48% 48% 4% 1 0 b) The extent to which you find the activities and events interesting 4 56% 4% 1 0 c) The number of activities and events 19 And taking all these things into consideration, how would you rate the social and recreational activities and events at the Care Home OVERALL? 4 56% 4% 1 0 4 6 1 0 Page 8 of 10
20 What would be the one improvement that you would make to the Home that would improve your stay here? Increase the size and aspects of the individual rooms so customers have a more enjoyable experience. Design the rooms so they have a positive view, locate them away from prevailing weather so they see more sun. In an ideal world, they would have their own external access and private outside spaces. More stuff Put out feet to the floor more. Sitting upright I will let you know when and if I see one I am content with what goes on around the home A larger room - belongings are stored under the bed - including clothing as the wardrobe is too small. Also I had to provide my set of drawers as the one provided was too small. I also provided two other small tables -belonging on and under them More fruit e.g. bananas, oranges A canteen or vending machine/ a drink machines at the facility may be a bonus for me anyway Nothing There is nothing To have a toilet in the new wing. Doors of my room easier to open and stay open as I cannot open the door as it is too heavy and struggle to stand with walker to try and open door Here at Glengarry, we are lucky to have such a lovely place, which is down to the staff who do such as good job. If I could choose I thing, I would have to say a pay rise for the staff, so they know they are appreciated. I thing it must be head to keep going the extra mile if you don't feel people - especially your bosses notice and value what you do. i think good pay is more important than paint, new linen etc. Also, I'm sad about the garden, I would have volunteered to help weed it, if we could have kept the old one with it's flowers and the rose bushes, some of which I suspect were gifted to Glengarry More outside contact, visits from groups that can give talks, read books, exercise for those who are able. Visits from hairdressers to have hair done. Get me off Commode sooner, 25 mins too long to be on the toilet I would like physic to happen as I have not had any. Do not like my cares being done on the bed. Staff listening to me more Extra staff care given, no changes required OVERALL 97% 3% 84% 16% Page 9 of 10
OVERALL COMMENTS 1 I thank the staff of Glengarry for taking good care of my Mother and for showing respect and worth to any of her visitors or family and their welcoming smiles. 2 Highly recommended. staff. No complaints. 3 I would love to be at home, but I can't so I am very happy with where I am. 4 I find the staff helpful and friendly - this included the manager. Unfortunately the flowers that had our lovely colourful garden stripped out and now we only have two plants all around the circular garden. Out front it is lovely especially for the dementia wing (out of sight). As we live here we are very disappointed that we were not consulted. (Trust a man!!). As a resident there is no lounge - we have to use the hospital for all activities - not happy with this. Our previous lounge was taken over for the dementia wing. 5 Our Activities Coordinator got myself involved and enrolled on to a weekly computer course at Te Afao School and I am very thankful for that. 6 No bathroom or toilet in new rest home. Not enough colour in the gardens. 7 1. Regarding laundry: It probably seems strange for me to say that I feel some items are washed too often! I think that when Mum is put in her nighties it is probably easier for staff to put whatever she had been wearing into the wash than to hang it up or fold it and put it away. Therefore some items which have only been worn for a few hours are washed even through they're still clean. This applies to bras which have become rags from frequent washing, trousers, cardigans, even slippers which have shrunk! Please don't' be offended by this criticism - I really don't have a lot to complain about!! 2. Regarding personal items. Mum has lost a few things - not valuable things, but useful things i.e. boxes of tissues (2 or 3), chocolates (lots), Nail files (at least 4). These things have gone from wither her room or her table (the one on wheels). I realise this is a hard problem to fix. 8 Comfortable and homely. Friendly staff and other patients. Quiet and peaceful surroundings. 9 I like to spend my day in my room doing what I want to do. 10 Staff are not always available to deal promptly with patients needs e.g. toileting, disable wanting assistance to sit more comfortably in the day-room or to stand, or return to their own rooms, e.g. Activities officer needs a caregiver to assist with the above to avoid disruption to the session 11 I am happy and cannot think of anything else to add. 12 Very happy [resident] is here nearer us and her place of her upbringing, [resident] is in excellent care, no objections. 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 Manager: Date: Page 10 of 10