NAZARETH LODGE QUALITY ASSURANCE SURVEY FOR Residents Family and Friends/Advocates Volunteer Visitors General Practitioners District Nurses

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1 NAZARETH LODGE QUALITY ASSURANCE SURVEY FOR 2014 Residents Family and Friends/Advocates Volunteer Visitors General Practitioners District Nurses

2 Resident s Quality Assurance Survey 2014 A total of 22 questionnaires were distributed and 13 were returned (22 represents the number of residents resident in the home at the time of the survey) Our volunteer visitors and activity organiser offered assistance to those residents who either requested help or to those who we felt needed help in completing this survey. There are some additional comments made and these will be addressed in the final report.

3 NAZARETH LODGE Penny Street Sturminster Newton Dorset DT10 1DE Tel: Fax: Dear Resident Re: QUALITY ASSURANCE SURVEY 2014 At Nazareth Lodge it has always been our purpose and pleasure to deliver a quality service that covers all aspects of our Residents daily life. To enable us to monitor your satisfaction/dissatisfaction with the service we provide, we would be grateful for your co-operation in completing our questionnaire. We will ensure confidentiality you do not need to put your name to the questionnaire. The questionnaire is made up of individual questions with an option of ticking a box from 1 - Very Poor to 10 - Excellent. Our aim is to continually seek to improve the service we provide to our residents, their family and friends, volunteer visitors and health care professionals. Thank you for taking the time to fill in this questionnaire, please return to us at your earliest convenience. PLEASE POST YOUR COMPLETED QUESTIONNAIRE INTO THE POSTING BOX NEXT TO THE DINING ROOM FOR COLLECTION OR HAND IT IN TO A MEMBER OF STAFF WHO WILL DELIVER IT TO THE OFFICE FOR YOU. Yours sincerely Ann Ambrose Manager

4 NAZARETH LODGE QUALITY ASSURANCE QUESTIONNAIRE 2014 Resident's Questionnaire 1) How satisfied/dissatisfied are you with this home overall? EXTREMELY DISSATISFIED EXTREMELY SATISFIED ) Do you feel confident and reassured with our Fire Prevention Methods? * 2 people did not answer this question 3) What is your opinion on the general décor/presentation of the home? ) How satisfied/dissatisfied are you with the cleanliness of the home? ) How satisfied/dissatisfied are you about the standard of care you receive from the care staff? ) Are the staff, in your opinion, trained to a satisfactory level? 1 6 6

5 7) How satisfied are you with the standard of professionalism shown by staff? EXTREMELY DISSATISFIED EXTREMELY SATISFIED ) Do you feel that the residents are given enough rights and choice within the home? ) Are you satisfied with the level of privacy you receive? ) Are you satisfied with the speed of response to any queries you may have? *1 person did not answer this question 11) Communication is paramount whilst liasing with relatives, friends, Community Nurses and GPs, do you feel we do this well? * 1 person did not answer this question 12) Are you satisfied/dissatisfied that the management are approachable? ) How satisfied/dissatisfied are you with the levels of confidentiality? 3 8 * 2 people did not answer this question

6 14) How satisfied/dissatisfied are you with the quality of food offered EXTREMELY DISSATISFIED EXTREMELY SATISFIED ) How satisfied/dissatisfied are you with the level and frequency of entertainment provided? ) How satisfied/dissatisfied are you with the laundry system? *1 person did not answer but said there is a problem with nightdresses Other comments received: Nothing is perfect but I am extremely happy living here Anonymous Happy and very content with all the services provided Noelle Fangen Nothing is perfect. Everyone happiest in their own home. You can t give everyone what they want to eat. There are other people to look after; they can t just look after me. The staff seem to like me. You can speak to the manager if not today, tomorrow! - Anonymous

7 Family and Friends Quality Assurance Survey 2014 A total of 22 questionnaires were distributed and 16 were returned. There were some additional comments made and these will be addressed in the final report 1 person returned their response with a page missing.

8 NAZARETH LODGE Penny Street Sturminster Newton Dorset DT10 1DE Tel: Fax: Dear Relative/Advocate/Friend Re: QUALITY ASSURANCE SURVEY September 2014 At Nazareth Lodge it has always been our purpose and pleasure to deliver a quality service that covers all aspects of our Residents daily life. To enable us to monitor your satisfaction/dissatisfaction with the service we provide. We would be grateful for your co-operation in completing our questionnaire. We will ensure confidentiality you do not need to put your name to the questionnaire. The questionnaire is made up of individual questions with an option of ticking a box from 1 - Very Poor to 10 - Excellent. Our aim is to continually seek to improve the service we provide to our residents, their family and friends, volunteer visitors and health care professionals. Thank you for taking the time to fill in this questionnaire, please return to us at your earliest convenience. Please use the pre-paid envelope for your convenience. Yours sincerely Ann Ambrose Manager

9 NAZARETH LODGE QUALITY ASSURANCE QUESTIONNAIRE 2014 Friends and Family Questionnaire Out of 22 questionnaires, 16 were returned 1) How satisfied are you with this home overall? EXTREMELY DISSATISFIED EXTREMELY SATISFIED ) Following your initial enquiry did you feel you were given enough information about the home? *1 person answered it was too long ago 3) Are you satisfied with the information we provide on our Advance Care Planning for the End of Life care programme? (Gold Standard Framework) *1 person answered respite only another person had not answered the question 4) How satisfied are you with the cleanliness of the home? ) How satisfied are you with the level of care we provide? ) In your opinion, are staff trained to a satisfactory level?

10 7) Do you feel that the residents are given enough rights and choice within the home? ) Are you satisfied with the level of courtesy and professionalism shown to you by staff? ) Are you offered refreshments on arrival? ) Communication is paramount whilst liasing with relatives, friends, Community Nurses and GPs, do you feel we do this well? ) Are you satisfied with the speed of response to any queries you may have? ) How satisfied are you with the levels of confidentiality?

11 13) Do you feel you are included adequately in decisions regarding your friend/ relative? ) Do you feel that enough recreation and stimulation is provided for the residents? Comments made: There do not seem to be enough suitable activities aimed just at the men. Father often seems to be just sitting and watching Regarding being offered refreshments Usually but not always- not important, but as you ask.. Find I always have to ask about results of doctor or dental appointments Woollens are washed on the wrong cycle. They are in a sad state minus many buttons. We hope that the new washing machine rectifies the problem Haven t quite learned the pattern yet. We have been delighted with the care provided. I don t feel able to answer fully one or two questions being new to the system; however everyone is very approachable and helpful so I am confident all will go well.

12 Volunteer Visitors Quality Assurance Survey 2014 A total of 10 questionnaires were distributed and 6 were returned. Any additional comments will be addressed in the final report

13 NAZARETH LODGE Penny Street Sturminster Newton Dorset DT10 1DE Tel: Fax: Dear Volunteer Visitor Re: QUALITY ASSURANCE SURVEY 2014 At Nazareth Lodge it has always been our purpose and pleasure to deliver a quality service that covers all aspects of our Residents daily life. To enable us to monitor your satisfaction/dissatisfaction with the service we provide, we would be grateful for your co-operation in completing our questionnaire. We will ensure confidentiality you do not need to put your name to the questionnaire. The questionnaire is made up of individual questions with an option of ticking a box from 1 - Very Poor to 10 - Excellent. Our aim is to continually seek to improve the service we provide to our residents, their family and friends, volunteer visitors and health care professionals. Thank you for taking the time to fill in this questionnaire, please return to us at your earliest convenience. YOU MAY POST YOUR COMPLETED QUESTIONNAIRE INTO THE POSTING BOX NEXT TO THE DINING ROOM FOR COLLECTION OR ALTERNATIVELY BY MAIL. Yours sincerely Ann Ambrose Manager

14 NAZARETH LODGE QUALITY ASSURANCE QUESTIONNAIRE 2014 Volunteer Visitor Questionnaire *Out of 10 questionnaires sent out, 6 were returned 1) How satisfied/dissatisfied are you with this home overall? EXTREMELY DISSATISFIED EXTREMELY SATISFIED 1 5 2) Do you feel confident and reassured with our Fire Prevention Methods? 1 3 * 2 did not answer this question 3) What is your opinion on the general décor/presentation of the home? 2 4 4) How satisfied/dissatisfied are you with the cleanliness of the home? 1 5 5) How satisfied/dissatisfied are you about the standard of care and attention you see the residents receive? 1 5 6) Are the staff, in your opinion, trained to a satisfactory level? 2 3 *1 person did not know

15 7) How satisfied are you with the standard of professionalism shown by staff? EXTREMELY DISSATISFIED EXTREMELY SATISFIED ) Do you feel that the residents are given enough rights and choice within the home? 3 3 9) Are you satisfied with the level of courtesy shown to you by staff? ) Are you satisfied with the speed of response to any queries you may have? 6 11) Communication is paramount whilst liasing with relatives, friends, Community Nurses and GPs, do you feel we do this well? * 1person answered all good as far as I am aware 12) Are you satisfied/dissatisfied that the management are approachable? 6 13) How satisfied/dissatisfied are you with the levels of confidentiality? 4 1 person answered that they had no experience of lack of confidentiality. Another said Not relevant to me

16 14) Do you feel you are given enough support as a volunteer? EXTREMELY DISSATISFIED EXTREMELY SATISFIED 6 15) Do you feel that the residents appreciate your service? *1 person did not score 16) Do you feel that enough recreation and stimulation is being provided for the residents? 1 3 *1 person did not score. 1 person said you all make a real effort in this respect Comments made: As a visitor once a fortnight I cannot make an in depth comment. But form what I see and hear, the residents appear content and in excellent care. They certainly all love a good laugh Sally Hoy I would consider Nazareth Lodge a top performer. A very high standard of care and professionalism, yet maintaining a relaxed and friendly atmosphere with a wide variety of activities and events to suit all. I would highly recommend Nazareth Lodge for residential care - Anonymous Nazareth Lodge does a great job. I think coloured doors and name on the door would be helpful. I feel the identical chairs in the sitting room look a little institutional. A fish tank would add interest. Pets difficult to arrange I know. In German apartment buildings 1 or 2 residents at a time are allowed pets. Anyone wanting to bring a pet has to go on a waiting list and isn t allowed to bring them in unless an existing resident or their pet has departed Mary Alexander

17 General Practitioners Quality Assurance Survey 2014 A total of 3 questionnaires were distributed and 3 were returned. There were no additional comments made

18 NAZARETH LODGE Penny Street Sturminster Newton Dorset DT10 1DE Tel: Fax: September 2014 Dear Doctor Re: QUALITY ASSURANCE SURVEY September 2014 At Nazareth Lodge it has always been our purpose and pleasure to deliver a quality service that covers all aspects of our Residents daily life. To enable us to monitor your satisfaction/dissatisfaction with the service we provide, we would be grateful for your co-operation in completing our questionnaire. We will ensure confidentiality you do not need to put your name to the questionnaire. The questionnaire is made up of individual questions with an option of ticking a box from 1 - Very Poor to 10 - Excellent. Our aim is to continually seek to improve the service we provide to our residents, their family and friends, volunteer visitors and health care professionals. Thank you for taking the time to fill in this questionnaire, please return to us at your earliest convenience.. Yours sincerely Ann Ambrose Manager

19 NAZARETH LODGE QUALITY ASSURANCE QUESTIONNAIRE September 2014 Doctor's Questionnaire 1) How satisfied/dissatisfied are you with this home overall? EXTREMELY DISSATISFIED EXTREMELY SATISFIED 2 1 2) How pro-active do you find us in meeting our residents health needs? 1 2 3) How satisfied are you with our infection control measures? ) How satisfied/dissatisfied are you about the standard of care and attention you see residents receive? 3 5) In your opinion, are staff trained to a satisfactory level? * 1 GP did answer fill in this question 1 1 6) How satisfied are you with the standard of professionalism shown by staff? 1 1 1

20 7) Do you feel that residents are given enough rights and choice within the home? EXTREMELY DISSATISFIED EXTREMELY SATISFIED 2 1 8) Are you satisfied with the level of courtesy shown to you by staff? 1 2 9) Are you satisfied with the speed of response to any queries you may have? ) Communication is paramount whilst liasing with relatives, friends, Community Nurses and GPs, do you feel we do this well? ) Are you satisfied/dissatisfied that the management are approachable? ) How satisfied/dissatisfied are you with the levels of confidentiality? *1GP did not answer this question ) Do you feel you are given enough background information about the residents you are attending? 1 2

21 14) Do you feel you are given adequate privacy with a resident? EXTREMELY DISSATISFIED EXTREMELY SATISFIED ) How satisfied/dissatisfied are you with our levels of hygiene? 2 1 This form will be treated in the strictest confidence and you may remain anonymous if you wish. Thank you for taking the time to complete this questionnaire. Please use the space below for any comments or ideas you might like to add:

22 District Nurses Quality Assurance Survey 2014 A total of 3 questionnaires were distributed and 3 were returned. There was one additional comment made

23 NAZARETH LODGE Penny Street Sturminster Newton Dorset DT10 1DE Tel: Fax: November 2014 Dear District Nurse Re: QUALITY ASSURANCE SURVEY At Nazareth Lodge it has always been our purpose and pleasure to deliver a quality service that covers all aspects of our Residents daily life. To enable us to monitor your satisfaction/dissatisfaction with the service we provide, we would be grateful for your co-operation in completing our questionnaire. We will ensure confidentiality you do not need to put your name to the questionnaire. The questionnaire is made up of individual questions with an option of ticking a box from 1 - Very Poor to 10 - Excellent. Our aim is to continually seek to improve the service we provide to our residents, their family and friends, volunteer visitors and health care professionals. Thank you for taking the time to fill in this questionnaire, please return to us at your earliest convenience. Yours sincerely Ann Ambrose Manager

24 NAZARETH LODGE QUALITY ASSURANCE QUESTIONNAIRE Sept 2014 District Nurse Questionnaire 1) How satisfied/dissatisfied are you with this home overall? EXTREMELY DISSATISFIED EXTREMELY SATISFIED 2 1 2) How pro-active do you find us in meeting our residents health needs? 1 2 3) How satisfied are you regarding our infection controls *1 nurse did not answer this question 1 1 4) What do you feel about the standard of care and attention you see residents receive? 2 1 5) Are the staff, in your opinion, trained to a satisfactory level? 2 1 6) How satisfied are you with the standard of professionalism shown by staff? 1 1 1

25 7) Do you feel that the residents are given enough rights and choice within the home? EXTREMELY DISSATISFIED EXTREMELY SATISFIED 1 2 8) Are you satisfied with the level of courtesy shown to you by staff? 3 9) Are you satisfied with the speed of response to any queries you may have? ) Communication is paramount whilst liasing with relatives, friends, Community Nurses and GPs, do you feel we do this well? ) Are you satisfied/dissatisfied that the management are approachable? ) How satisfied/dissatisfied are you with the levels of confidentiality? ) Do you feel you are given enough background information about the residents you are attending? 1 2

26 14) Do you feel you are given adequate privacy with a resident? EXTREMELY DISSATISFIED EXTREMELY SATISFIED 3 15) How satisfied/dissatisfied are you with our levels of hygiene? 3 This form will be treated in the strictest confidence and you may remain anonymous if you wish. Thank you for taking the time to complete this questionnaire. Please use the space below for any comments or ideas you might like to add: Comments made were: Never had an issue with staff or residents. I enjoy visiting and find everyone very friendly.

27 Summary Report It is very gratifying that the overall scores in all sections of this survey are high; however we have made note of the comments and some of the lower scores. Over the next few pages I will address the additional comments and any sign of dissatisfaction recorded in this questionnaire. Ann Ambrose Registered Manager Nazareth Lodge

28 Response to comments from family and friends: Reference Q.9 regarding being offered refreshment s usually but not always not important, but as you ask.. Staff are always reminded that visitors are to be offered refreshments. They may not always be aware that a visitor has arrived. They might also be busy dealing with a crisis or involved in a staff handover. We want visitors to feel welcome and for our residents to enjoy refreshment s with their visitors as they would have done in their own home. If you have not been offered refreshments then please tell a member of staff. Find I always have to ask about results of GP or dental appointments we must apologise for this, we recognise the need for us to improve on our communications. Generally we find contact suits most of our relatives. Woollen cardigans are washed on the wrong cycle. They are in a sad state minus many buttons. We hope the new washing machine rectifies the problem Woollens are not placed in the main new washing machine, but in a smaller machine programmed for woollens. Sadly we acknowledge that from time to time staff do not always read the laundry requirements on the labels. We will always replace or arrange financial settlement but we realise this does not always ease the frustration of losing a favourite item of clothing. Our investment in a new name labelling system a couple of years ago has made a significant improvement to our management of resident s.

29 There does not seem to be enough suitable activities for the men. Father often seems to just be sitting and watching I am entirely satisfied that there are varied activities for all abilities aimed at either group or one to one in the home to suit all of our residents it they choose to partake. Some residents do not wish to engage in activities, others take pleasure just from watching. I have spoken to our activities organiser and brought this response to her notice suggesting that she continues to investigate more male orientated interests/activity. Nothing is perfect everyone happiest in their own home. You can t give everyone what they want to eat. There are other people to look after they can t just look after me. You can speak to the manager not today tomorrow! We provide 3 menu choices at lunch and supper and will always provide further alternatives if the resident is not happy with the choices offered. Our staff will support residents with their advance menu choices. Our cook will discuss the day s menu with those who may struggle to remember what they ordered. The management team is very visible in and around the home and they make sure daily contact with those residents who may not be able to access the office.