A big thank you to all of our customers who have completed our annual questionnaire, the survey allows us to review and reflect on the services we provide and put into action any improvements that we can make.
In the current times, we are working very hard to ensure infection control is at the forefront of everything we do. Back in April, at the height of the pandemic, we were able to source and provide our team with the necessary protective equipment to keep you and the team safe from the Covid-19 infection. Since then we continue to provide the correct Personal Protective Equipment and training that reflect the changes in guidelines set by the government and this has been appreciated by yourselves and our care team.
We will continue to remain in touch with you to ensure you are safe during these difficult times. We want to continue to support you where we can and if you require any further support please do not hesitate to contact us.
Survey Highlights
We are pleased to share that 100% of our Customers agreed that our Care Team are polite and treat you with dignity and respect; that the Care Team listen to you and carry out the agreed care plan properly and professionally and that all of our Customer’s know how to complain should the need arise.
92%
Overall, I am happy with the quality of service I receive from Allium Homecare.
100%
My care team are professional and provides high quality care.
100%
My care team treat me with dignity and respect and are polite and respectful.
100%
My care team listen to me and allow me to make choices about my care.
Areas of Action
From the results, we have identified that there are three key areas of action.
Firstly, we found that our care team were not arriving at the agreed time. With the new system and a Care Coordinator in place, we have been working hard to ensure that call times reflect the times agreed in the care plans. We would like to apologise for any inconvenience this may have caused and if you still are not happy with the times the care team are arriving please let us know.
Secondly, we found some of our customers did not know how to make changes to their Care Plans. We would like to inform everyone that if at any point you would like to make changes to any part of your agreed Care Plan please call us on 01784 682560 to discuss any changes. Changes can also be made at the Care Plan review meetings, by popping into the office or emailing Kerry or Heidi.
Finally, we found that a small number of Customers did not feel comfortable contacting Kerry to discuss the home care they received. Kerry has spoken to the customers that have expressed this concern on an individual basis and we hope going forward you all feel you can contact Kerry about the care you receive at any time.
Customer Questionnaire Results
Please see the results from the survey below:
| Outcome Area |
Yes |
No |
| 1 |
Have you received a customer guide? |
100% |
0 |
| 2 |
Are you involved with planning your care and support? |
93.3% |
6.6% |
| 3 |
Do you know how to make changes to your agreed care plan? |
86.6% |
13.3% |
| 4 |
Do you receive the help that you agreed in your care plan? |
93.3% |
6.6% |
| 5 |
Do all homecare workers arrive at the agreed time? |
47.3% |
52.6% |
| 6 |
Are your care workers polite and do they do they treat you with dignity and respect? |
100% |
0 |
| 7 |
Do you think the care team listen to you? |
100% |
0 |
| 8 |
Are the tasks we agreed with you carried out properly and professionally? |
100% |
0 |
| 9 |
Are you satisfied with the quality and standard of care provided by your care team? |
93.3% |
6.6% |
| 10 |
While we always hope to provide a high-quality service, would you know how to complain? |
100% |
0 |
| 11 |
Are you seen regularly by someone from the office team? |
93.3% |
6.6% |
| 12 |
Do you know who the Registered Manager is? |
93.3% |
6.6% |
| 13 |
Do you feel comfortable contacting the Registered Manager to discuss the care you receive? |
86.6% |
13.3% |
| 14 |
Would you recommend the service to someone you know? |
100% |
0 |
We love to hear from you about the home care services you receive and any suggestions on improvements that you think we can make. Please get in touch at any point using the contact details you have or by popping into the branch.
