home care quality assurance report 2016 · the home care quality assurance report was sent out to...

SerenHomecare,SerenSupportandSerenSupportedLivingarethetradingnamesofSerenSupportServicesLtd(companynumber07842022)

SuiteB,BritannicHouse,CoedDarcy,Neath,[email protected]|01792324800

HOMECARE

QUALITYASSURANCEREPORT

2016

ANALYSISOFRESPONSES

APRIL2016TODECEMBER2016



TABLEOFCONTENTS

ExecutiveSummary Page3

Introduction Page4

Methodologyofthereport Page4

QuestionnaireResults Page5–10

AnnualSummary Page11-13



ExecutiveSummary

SerenSupportServicesLtddeliverhomecareanddomiciliarycareservicesbycontractingwithLocalAuthoritiesandundertakesprivatelyfundedcontractstoelderlyclientslivingintheirownhome,supportedlivingservicestoadultswithaphysicalorlearningdisabilitiesanddirectpaymentfundedservices.

Wecurrentlyemploy117staffwithinthebusiness,ofwhich104arecareandsupportstaffwhoworkonashiftbasisproviding1900hoursofcareperweekacrossallclientgroupsofthebusiness.

Wehaveanofficeteamof13consistingof3HomeCareSupervisorsand10officemanagementstaffwhooverseethedailyoperationsofourservice.

TheSerenSupportServicesLtdQualityAssuranceSurveywillbeusedtocontinueourcommitmenttoservicedevelopmentandqualitymonitoring.

BetweenApril2016andDecember2016,atotalof75questionnairesweresenttoourclients,ofwhich39werecompletedandreturned,aresponserateof52%.



Introduction

TheHomeCareQualityAssurancereportwassentouttoexploretheviewsofpeoplewhoarereceivingaservicefromSerenSupportServicesLtd.

Thefindingswillbeusedtoinformcontinuingservicedevelopmentandimprovetheserviceweprovidetopeopleinreceiptofahomecareordomiciliarycareservicefromus.

Thedeliveryofourserviceiscomplexanddiverse,thepeopleweprovideaservicetohavealargerangeofcareandsupportneedsandthemajorityareagedover65yearsofage.

Methodology

Thiswasapostalquestionnairesentto75clientsweprovideahomecareordomiciliarycareserviceto,togathertheirviewsandexperienceoftheservicetheyreceiveoverthelast9months.FreepostenvelopesweresuppliedforthereturnofthesurveysorclientshadtheopportunitytohandthesurveytooneoftheHomeCareSupervisorsintheirarea.

Thesurveyincorporatedmultiple-choicequestionsandfreetextboxestoallowindividualstocomment,intheirownwordsontheservicetheyreceivefromus.Theservicefocussedonsatisfaction,qualityofserviceandoutcomesforpeopleweprovideahomecareserviceto.Thequestionnairewasdevisedover13easytounderstandquestions,whichwefelt,wererelevanttothesupportweprovide,withatargetedapproachtogatherresponsesincertainareasofourservicedelivery.

Therewere39responsesreceived,givingaresponserateof52%.Thebelowpercentageshavebeencalculatedagainsttheresponserateof39questionnairesbeingreturned.

Thesurveyresultswebelievewereextremelypositive,andshowahighlevelofsatisfactionfromthepeoplewhouseourservices.



QuestionnaireResults

Question1:Areyourneedsbeingmetasdescribedinyourcareplan?

Themajorityofrespondentsansweredyes,deliveringa95%responsetotheirneedsbeingmetinaccordancewiththeircareplan.1personansweredno,and1persondidnotanswerthisquestion.

Question2:DoesyourHomeCareWorker/Carerarriveatatimethatsuitsyou?

37

1

MeetingClientsNeeds

Yes

No

2113

5

Reliability

Always NearlyAlways Sometimes Never



Themajorityofrespondentsansweredalways,ascoreof54%ofclientsagreeingthatourcarestaffarrivesatatimethatissuitabletothem.13peopleanswerednearlyalwaysand5saidsometimes.

Question3:DoyouregularlyseethesameteamofSupportWorkers/Carers?

31peoplesaidthattheyreceivecontinuityofcareandseethesamecarersonaregularbasis,ascoreof80%.

Question4:DoesyourHomeCareWorker/Carerallowyoutomakechoices?

Outofthe39responseswereceived,37peoplesaidthattheyfeltthecarerallowedthemtomakechoicessurroundingthecaretheyreceived,apositivescoreof95%.1Personanswerednearlyalwaysand2peoplechosenottoanswerthisquestion.

31

6

ContinuityOfCareStaff

Yes

No

37

10

5

10

15

20

25

30

35

40

Choices

Always

NearlyAlways

Sometimes

Never



Question5:DoesyourHomeCareSupportWorker/Carertreatyouwithrespect?

87%ofpeopleagreedthatthecarerstreatthemwithrespect.5peopleansweredthisquestionbysayingnearlyalways.

Question6:AreyouconfidentthattheHomeCareSupportWorker/Carerkeepspersonalinformationaboutyouconfidential?

92%ofpeoplesurveyedagreedthattheyareconfidentthatcarestaffmaintainsconfidentialitysurroundingpersonalinformation.1personanswerednotothisquestionand2peoplechosenottoanswer.

34

5

Respect

Always

NearlyAlways

Sometimes

Never

36

1

Confidentiality

Yes

No



Question7:Howwouldyouratethequalityoftheservicethatyoureceivefromus?

Overallwereceivedapositiveresponsetothisquestion,with36peopleratingourserviceaseitherexcellentorgood.3peopleratedourserviceasaverage,withnopoorratings.

Question8:DoyouHomeCareWorker/Carerevermissavisit?

92%ofpeoplesurveyedstatedthattheircarerhadnevermissedascheduledvisit.1personhadansweredwithsometimes.

25

11

0

5

10

15

20

25

30

Quality

Excellent

Good

Average

Poor

36

1

Reliability

Never

Sometimes

Often



Question9:DoesthesupportyoureceivefromSerenSupportServicesallowyoutobemoreindependent?

64%ofpeoplesurveyedcommentedthattheservicetheyreceivefromusallowsthemtoremainasindependentaspossible.Afurther33%agreedthesame.Thisquestionreturnednonegativeresponses.

Question10:DoyoufeelthattheHomeCareWorker/Carerunderstandsandsupportsyourneeds?

98%ofpeopleaskedsaidthattheyfeelthecarestaffunderstandandsupporttheirneeds.1personsurveyeddidnotgiveananswertothisquestion.

25

13

Independence

StronglyAgree

Agree

Disagree

StronglyDisagree

38

UnderstandingOfNeeds

Yes

No



Question11:Ifyouhaveeverhadtocontactourofficeorouroutofhourssupport,howwouldyouratetheserviceyoureceived?

Outof39peoplesurveyed,72%ofthesesaidtheywereeitherverysatisfiedorsatisfiedwiththecontacttheyhavereceivedfromourofficeoroutofofficesupport.5peoplereportedthattheywereneithersatisfiedordissatisfied.

Question12:Overall,howsatisfiedareyouwiththecareandsupportyoureceivefromSerenSupportServices?

62%overallwereverysatisfiedwiththeservicetheyreceivefromus.36%weresatisfiedand1personanswereddissatisfied,givinga2%score.

0 5 10 15 20

Contact

VeryDissatisfied

Dissatisfied

Neither

Satisfied

VerySatisfied

24

14

1

OverallRating

VerySatisfied

Satisfied

Neither

Dissatisfied

VeryDissatisfied



AnnualSummary

Updatesoverthelast9months

Thelastyearhasseenthebusinesstocontinueitsgrowthatasteadypace,increasingourclientnumberstoover150acrossthecounty.Wehaveexpandedourserviceintonewareasanddevelopedourcommunityteamstofulfilthecapacityofourservice.

WehavecontinuedourpositiveworkingrelationshipswiththelocalauthoritycommissioningteamandothercommunityresourceteamswithintheNeatharea,sharingknowledgeandexperiences,whichwefeelisvitaltoourprogressionasacareproviderintheNeathPortTalbotarea.

Ourcontinuedaimsare:

• Ensurethatourserviceconsistentlyreflecttheneedsoftheindividualswhouseandaccessourservices

• Toactivelyencouragethepeoplewhouseourservicestopartofthedecision-makingprocesssurroundingtheircareandsupport

• Tomaximisethehealthandwell-beingofthepeoplewhouseourservices• Provideaservicethatdemonstratesvalueformoney,butneversubstitutingcostover

quality• Torecruitandretainadiverse,skilledandexperiencedworkforce• Toauditourserviceinternallyonaregularbasistoensurecompliancetoregulationsto

protectthepeoplewhouseourservices

NotableDevelopmentsManagementre-structure2016wasapositiveyearforourbusinessintherespectthatwere-structuredourofficeandmanagementteamtoaccommodatenewlyappointedmembersofstafftotheteam.TalentedpeoplearevitaltothesuccessofourbusinessandwecontinuallylookfordedicatedandpassionatepeopletojointheSerenfamily.In2016wemadechangestotheSeniorSupportWorkerrole,todevelopthesepostsintotakingonadditionalresponsibilitiesinlinewiththeirskillsandexperience.Thebusinesscurrentlyemploys3HomeCareSupervisorswhohavedesignatedresponsibilityovercertainoperationalareasofthebusiness.The3HomeCareSupervisorsarementoredandsupportedbyanofficemanagerwhotheyworkcloselywithonaweeklybasistoensurethecompanyandservicecontinuestomeetgoalsandobjectives.Ourmanagementstructureconsistsofthefollowingposts:

- RegisteredManager- ManagingDirector



- OperationsManager- ResourceandPlanningManager- IntakeManager- QualityAssuranceManager- ServiceDevelopmentManager- EmployeeRelationsManager- TrainingandDevelopmentManager- SupportedLivingSchemeManager

RecruitmentandRetention

WecontinuetobecreativeinourapproachtorecruitmentandaccessSocialMediaandNetworkingapproachestotargetthemarketinouraimstorecruitandretainqualitymembersofstaff.

Wefocusontheimportanceofthequalityofstaffingandwillalwaysmakedecisionsbasedonwhatwebelieveisrightforthebusinessandthepeoplewhouseourservicesinoureffortsinrecruitmentandretention.

Training

Wewillcontinuetodevelopandskillourworkforcetoensureasabusiness,weprovidecarestaffthataresuitablytrainedtomeetthedemandsandneedsofthepeoplewhouseourservices.

Allstaffthatarerecruitedwithinacare/supportrolewillreceiveinductiontrainingwhichismandatorytoourrecruitmentandemploymentprocess.Ourinductiontrainingisaminimumof3fulldays,rangingto5daysdependingonthetrainingneedsoftheindividual.

Wewillallowanexceptiontothisif,staffjoinusfromanothercompanyandhaverecentlyreceivedtherequiredtrainingandcanproduceevidencetothistraining.

InAugust2016,wewereaccreditedbytheNeathPortTalbotLocalAuthorityTrainingDepartmenttodeliverthe2-dayCareWorkerMedicationcourseaspartofourowninhousetrainingprogramme.ThistrainingisqualityassuredbytheTrainingandDevelopmentteamandtheaccreditationofthishasbeenincrediblypositiveforusasabusinessinourcommitmenttostaffdevelopment.

Ourinductiontrainingconsistsofthefollowing,andisdeliveredbyaqualifiedandexperiencedtrainer:

• POVA



• HealthandSafety• InfectionControl• FirstAid• FoodHygiene• FireSafety• MedicationAwareness• DementiaAwareness

AdditionalTrainingisprovided,dependingontheroleofthecareworker

• ManualHandling(safetransferringofpeople)• 2dayLocalAuthorityMedicationAwarenessandCompetencyCourse• PositiveBehaviourManagement• EpilepsyAwareness–BuccalMidazolamTraining• EatingandDrinkingTraining

CSSIWInspection

WereceivedourCSSIWBaselineinspectiononthe14thDecember2016.Wehavereceivedinitialfeedbackwhichispositive.WearewaitingforthepublicationofthereportfromtheCSSIW.

home care quality assurance report 2016 · the home care quality assurance report was sent out to...

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