LONG TERM CARE RESIDENT AND FAMILY SATISFACTION SURVEY: REGIONAL RESULTS. July Report prepared for:

Transcription

1 LONG TERM CARE RESIDENT AND FAMILY SATISFACTION SURVEY: REGIONAL RESULTS July 2014 Report prepared for: Seniors Health and Continuing Care Saskatoon Health Region Data Analysis by: Carolyn Burton, MSc Project Manager E-Health Report Prepared by: Audra Remenda Val Leibel Seniors Health and Continuing Care Copyright Saskatoon Health Region 2014 Any use of this report and its contents without the express written permission of Saskatoon Health Region is prohibited. 1

2 Background In March 2014, residents of long term care (LTC) homes in the Saskatoon Health Region (SHR)and their family members were invited to participate in a satisfaction survey. This report describes the regional results. Purpose As part of a commitment to Resident Directed Care, the survey creates opportunity for residents, families, care teams and leaders to work together in partnership to enhance the care experience. The survey represents the measurement which is only the first step. Following the survey, homes will receive a report specific to the results for the home. At each home, residents, families, care teams and leaders will come together to review and discuss the results. The results will be used to celebrate areas of excellence, evaluate satisfaction and will provide a starting point for meaningful collaborative discussions and improvement planning toward a pathway of excellence action plan. Ultimately, the experiences of our residents and families are both the driver for our quality improvement and the most important measure of our success. -Maura Davies, CEO Saskatoon Health Region Who Participated All 30 LTC homes within the SHR participated in the survey. From these homes, there were a total of 561 responses from residents and 321 responses from family members. Residents and family members were not required to answer any particular question, so the number of responses to individual questions may vary. About the Survey The questionnaires were adapted from previous versions of surveys that were administered from One version was created for residents of the homes, and a parallel version was created for the families. Residents and family members had input into the development of these tools and processes which now allow for greater collaboration, inclusivity, comparison, and efficiency. The categories included in the survey were: communication, care provision, food and mealtime experience, and activities. For this version of the survey, the first six questions were statements related to key areas of importance in long term care. These areas included respect, friendliness, involvement, trust, privacy, and respect for spiritual and cultural values. Residents and family members were asked to indicate their level of satisfaction with various statements in each category. Response choices included: Very Satisfied, Satisfied, Neither Satisfied nor Dissatisfied, Dissatisfied, Very Dissatisfied, and Not Applicable/I choose not to answer. Residents and family members were also given the option to provide comments, both in each category and at the end of the survey. How the Survey was Conducted and Who Participated For the resident surveys, the current residents of the homes were screened using inclusion criteria (age of majority and Cognitive Performance Scale (CPS) score of 0-3 as per RAI MDS assessment) to create a list of residents eligible for the survey. This means that a list was established identifying residents who were able to understand and participate in the survey. This initial list was vetted by each home (names of residents who no longer lived at the home, were not at least 18 years old, or no longer meet eligibility criteria) were removed. Lists were reconfirmed on the specific survey day, in order to create a final eligibility list. Eligible residents had the choice of whether or not to participate in the survey. Residents who chose to participate were surveyed by trained surveyors and responses collected. For the family surveys, an electronic link to an online survey was provided to family members of each resident, even if the resident was not eligible to participate in the survey. If family members did not have internet access, paper surveys were provided upon request and responses were returned by mail. How the Surveys Were Analyzed/Understanding the Survey Results Responses from each resident and family survey were entered into the Fluid Survey electronic survey hosting website. Data was downloaded from the website into an Excel spreadsheet, cleaned, and collated for each home. Data was then collapsed into three categories Very Satisfied/Satisfied became Favourable, Neither Satisfied nor Dissatisfied became Neutral, and Dissatisfied/Very Dissatisfied became Unfavourable. Data was transferred to SPSS 18.0 for quantitative analysis, including frequency counts and variance analysis. The results were then presented in chart format using traffic light coloring, with Green = Favourable responses, Yellow = Neutral, and Red = Unfavourable responses. 2

3 The individual home reports were compiled including verbatim comments provided by respondents, after being screened for non-response and de-identified. For the purpose of the regional report, comments have been themed for each section and are provided according to the prevalence of issues identified by residents and family members, with corrections only for spelling and grammar. Introductory Questions The responses to the introductory questions are depicted in Figures 1 & 2. Figure 1. Resident Response - Questions 1-6 Key Questions - Residents Favourable Neutral Unfavourable You have the right to be treated with respect. How would you rate your satisfaction with the staff in treating you with respect, being patient and caring toward you? How would you rate your satisfaction with the staff at being friendly and welcoming? 88% 91% 8% 4% 7% 2% Most people find that having a sense of involvement is really important. How would you rate your satisfaction with your opportunity for involvement at this home 79% 17% 4% Having trust in the staff is also very important. How would you rate your satisfaction with the staff s professionalism, competence, knowledge, and ability to provide excellent care? 82% 11% 7% You have the right to privacy. How would you rate your satisfaction with the staff respecting your privacy? 85% 5% You have the right to have your cultural and spiritual values respected. How would you rate your satisfaction with the staff respecting your cultural and spiritual values? 90% 8% 2% 0% 20% 40% 60% 80% 100% Figure 2. Family Response Questions 1-6 Key Questions - Family Favourable Neutral Unfavourable Your family member has the right to be treated with respect. How would you rate your satisfaction with the staff in treating him/her with respect, being patient and caring toward him/her? 86% 6% 8% How would you rate your satisfaction with the staff at being friendly and welcoming? 86% 9% 5% Most people find that having a sense of involvement is really important. How would you rate your satisfaction with your opportunity for involvement at this home 81% 11% 8% Having trust in the staff is also very important. How would you rate your satisfaction with the staff s professionalism, competence, knowledge, and ability to provide excellent care? 78% 12% You have the right to privacy. How would you rate your satisfaction with the staff respecting your privacy? 87% 8% 5% You have the right to have your cultural and spiritual values respected. How would you rate your satisfaction with the staff respecting your cultural and spiritual values? 85% 13% 2% 0% 20% 30% 40% 50% 60% 70% 80% 90% 100% 3

4 Communication The responses to the statements in the communication category are depicted in Figures 3 & 4. Figure 3. Resident Response - Questions 7-12 Communication - Residents Favourable Neutral Unfavourable Opportunities to discuss your care and well-being with professional staff 77% 15% 8% Timeliness of communication about changes in your care needs 65% 35% Opportunities to plan and participate in your care 67% 26% 7% Confidence that the information you share with one staff is passed on to all staff 68% 24% 8% Feeling Listened to 73% 17% Knowing who to contact when you have concerns/questions 75% 16% 9% 0% 20% 40% 60% 80% 100% Figure 4. Family Response Questions 7-12 Communication - Family Favourable Neutral Unfavourable Opportunities to discuss your family member's care and well being with professional staff 74% 16% Timeliness of communication about changes in your family member's care needs 67% 18% 15% Opportunities to plan and participate in your family member's care 68% 21% 11% Confidence that the information you share with one staff about your family member is passed on to all staff 56% 20% 24% Feeling Listened to 70% 15% 15% Knowing who to contact when you have concerns/questions 80% 11% 9% 4

5 Reporting Concerns As part of the communication category, residents and family members were asked a series of questions related to their experiences with reporting concerns to staff. Results of these questions are presented in Figures 5-14 on the following pages. Figure 5. Resident Response Residents Reporting Concerns 13. Have you reported any concerns to staff in the past year? 74% No 26% Yes Figure 6. Family Response Family Reporting Concerns 13. Have you reported any concerns to staff in the past year? 31% No 69% Yes 5

6 Figure 7. Resident Response Residents Reporting Concerns (n=145) 14. How many concerns have you reported? One-Two Three-Four Five-Six More than six 8% 7% 30% 55% Figure 8. Family Response Family Reporting Concerns (n=220) 14. How many concerns have you reported? One-Two Three-Four Five-Six More than six 34% 7% 14% 45% 6

7 Figure 9. Resident Response Residents Taking Concerns to Management (n=145) 15. How many times have you been dissatisfied with how a concern was addressed, and then taken it to management? None One-Two Three-Four Five-Six More than six 48% 35% 3% 5% 9% Figure 10. Family Response Family Taking Concerns to Management (n=220) 15. How many times have you been dissatisfied with how a concern was addressed, and then taken it to management? None One-Two Three-Four Five-Six More than six 47% 5% 3% 34% 7

8 Figure 11. Resident Response Residents Involved in Resolution (n=145) 16. Were you involved in the resolution or were you informed about how your concern was handled? 57% No 43% Yes Figure 12. Family Response Family Involved in Resolution (n=220) 16. Were you involved in the resolution or were you informed about how your concern was handled? 29% No 71% Yes 8

9 Figure 13. Resident Response Residents Not Suffering After Reporting Concerns 17. Do you feel confident that you will not suffer as a result of having raised concerns? 35% No 65% Yes Figure 14. Family Response Family Not Suffering After Reporting Concerns 17. Do you feel confident that your family member will not suffer as a result of having raised concerns? 34% No 66% Yes 9

10 18. Do you have further comments about the communication at this home? Comments about communication were provided by 33% of residents and 45% of family members. Of these, 17% of residents and 13% of family members provided positive feedback about communication: Staff & administration willing to share information Staff are receptive to concerns Staff are friendly, caring, & compassionate Families are quickly made aware of issues/changes in loved one s condition. Areas for improvement with regards to communication identified in the comments of both residents and family members included: Inconsistencies in staff communication styles, staff to staff communication is lacking, concern about staff speaking other languages in front of residents, poor/dismissive staff attitudes Communication with the doctor is lacking Slow response to call bells/ lack of follow up to requests Slow or no communication with regards to deterioration of loved one s condition 10

11 Care Provision Figure 15. Resident Response - Questions Care Provision - Residents Favourable Neutral Unfavourable Staff's awareness of your care needs Staff's attentiveness to your needs Availability of care team members (special care aides, nurses, doctors, therapists) Concerns or suggestions you make about your care are acted upon The choices you have regarding personal preferences (time to wake, what to wear) How well the staff supports your well being The support given to you to engage in activities that are meaningful to you Staff helping you with your personal care, assisting you to the washroom when needed and ensuring that you are Being well cared for 24/7 84% 81% 68% 67% 86% 89% 85% 84% 86% 11% 5% 13% 6% 22% 24% 9% 9% 5% 9% 2% 12% 3% 11% 5% 11% 3% Figure 16. Family Response Questions Care Provision - Family Favourable Neutral Unfavourable Staff's awareness of your family member's care needs Staff's attentiveness to your family member's needs 79% 71% 12% 9% 17% 12% Availability of care team members (special care aides, nurses, doctors, therapists) 60% 20% 20% Concerns or suggestions you make about your family member's care are acted upon 67% 19% 14% The choices your family member has regarding personal preferences (time to wake, what to wear) 70% 24% 6% How well the staff supports your family member's well being The support given to your family member to engage in activities that are meaningful to you 80% 73% 12% 8% 20% 7% Staff helping your family member with personal care, assisting him/her to the washroom when needed and ensuring that he/she is comfortable 71% 13% 16% Your family member being well cared for 24/7 71% 15% 14%

12 28. Do you have further comments about the care provision at this home? Comments about care provision were provided by 44% of residents and 49% of family members. Of these, 16% of residents and 17% of family members provided positive feedback about care provision, including: Caring and compassionate nature of staff Care needs are met Areas for improvement with regards to care provision identified in the comments of both residents and family members included: Need for more staff, especially on evenings, weekends, and nights Staff inconsistencies, staff rushing, poor staff attitudes Slow or no response to call bells (expressed in terms of hours, not minutes) Personal care issues, including the need for more baths and concerns around getting assistance to the washroom 12

13 Food and Mealtime Experience Figure 17. Resident Response - Questions Food & Mealtime Experience - Residents Favourable Neutral Unfavourable Receiving the help you need at mealtimes 80% 18% 2% Overall variety of foods served 73% 17% How pleasant the dining experience is 82% 12% 6% Overall quality of the food 75% 15% 0% 20% 40% 60% 80% 100% Figure 18. Family Response Questions Food & Mealtime Experience - Family Favourable Neutral Unfavourable Receiving the help your family member needs at mealtimes 82% 11% 7% Overall variety of foods served 79% 12% 9% How pleasant the dining experience is 71% 20% 9% Overall quality of the food 77% 14% 9% 0% 20% 40% 60% 80% 100% 13

14 33. Do you have further comments about the food and mealtime experience at this home? Comments about the food and mealtime experience were provided by 44% of residents and 42% of family members. Of these, 17% of residents and 21% of family members provided positive feedback about the food and mealtime experience, including: Good variety of foods Quality & taste of food Availability of alternate selections Areas for improvement with regards to the food and mealtime experience identified in the comments of both residents and family members included: More variety needed in the menus More staff needed so residents can get help with their meals Taste, Portion sizes, meats, texture need to be consistent and improved Dining room too noisy and disruptive The need for more fresh fruit and vegetables (too many canned foods) More attention needs to be paid to the medical diets and special dietary needs of residents 14

15 Activities Figure 19. Resident Response - Questions Activities - Resident Favourable Neutral Unfavourable Activities at the home 81% 16% 3% Choice about whether or not to participate in activities 93% 6% 1% 0% 20% 40% 60% 80% 100% Figure 20. Family Response Questions Activities - Family Favourable Neutral Unfavourable Activities at the home 76% 14% Choice your family member has about whether or not to participate in activities 81% 14% 5% 0% 20% 40% 60% 80% 100% 15

16 36. Do you have further comments about the activities at this home? Comments about activities were provided by 35% of residents and 47% of family members. Of these 19% of residents and 17% of family members indicated that the resident does not participate in the activities, either as a result of choosing not to participate or because their medical condition limits their participation. Of the remainder, 22% of residents and 32% of family members provided positive feedback about activities: Quality and dedication of recreation staff Variety of activities Ability to choose to attend an activity Areas for improvement with regards to activities identified in the comments of both residents and family members included: Activities need to be exercise based More activities are needed overall, especially on evenings and weekends More variety of activities are needed, such as cards and games and going outside more frequently 37. SHR aspires to providing excellent service and care. We want to highlight and celebrate excellence. What stands out at this home? Comments about excellence were provided by 60% of residents and 77% of family members. As a response to an open question, these comments were much more varied. General areas of excellence identified by residents included: Activities Staff - The level of caring and concern, respect Cleanliness of homes Food Friendliness/Atmosphere General areas of excellence identified by family members included: Activities Staff - Caring and concern, Friendliness, Positivity; Professionalism Cleanliness Atmosphere of new homes not institutional 38. Please share any additional comments you may have. Additional comments were provided by 32% of residents and 53% of family members. As a response to an open question, these comments were much more varied. The major themes within the additional comments provided by residents included: More staff Inconsistency of staff Residents are lonely Wasted food Differences between older vs. younger residents The major themes within the additional comments provided by family members included: Activities Staffing issues need to be more caring, more energy on shorter shifts, consistent staff on units, more training & education, more interaction & less meetings, more staff, language issues Homes need updating/renovations Routine family conferences/updates Personal care issues 16

17 Appendix A - Responses by Home Number of resident and family member survey responses from each long term care home Home Resident Family Total Bethany Pioneer Village Central Haven Special Care Home Central Parkland Lodge Circle Drive Special Care Home Cudworth Nursing Home Extendicare Special Care Home Golden Acres Goodwill Manor Lakeview Pioneer Lodge Langham Senior Citizen Home Last Mountain Pioneer Home LutherCare Communities Manitou Lodge Mennonite Nursing Home Nokomis Health Centre Oliver Lodge Parkridge Eastridge Parkridge Eastridge Parkridge Northridge Parkridge Northridge Parkridge Southridge Parkridge Southridge Pleasant View Care Home Porteous Lodge Quill Plains Centennial Lodge Samaritan Place Saskatoon Convalescent Home Sherbrooke 1 st Sherbrooke 2nd Sherbrooke 3rd Sherbrooke 4th Sherbrooke Kinsmen Village Sherbrooke Veterans Village Spruce Manor Special Care Home St. Ann's Home St. Joseph's Home St. Mary's Villa Stensrud Lodge Sunnyside Adventist Care Centre Warman Mennonite Special Care Home Unknown Total