We have now completed the telephone questionnaire. Thank you to everyone who was able to participate, we really do appreciate your time and value your input.
Everyone who took part in the survey agree:
- All of the care team are wearing full PPE when visiting you;
- That the care team are polite and treat them with dignity and respect;
- That they feel safe and protected with the support they receive;
- All activities in the care plan are properly and professionally completed;
- They know who to contact to make a complaint;
- Would be happy to contact the Manager to discuss their care;
- And would recommend Allium Home Care as a home care agency provider to someone who was looking for this type of service
Room for Improvement
We found a few concerns raised that we are working to minimize or eradicate. The main issue that came about is the time of the calls. As you can understand many people want to be up and ready at the same time in the morning, have lunches, tea and bed calls all around similar times, we are working very hard to keep as close as possible to the times agreed on the care plans.
Covid-19
Although we are lucky that our team has remained safe from the virus, factors such as child care during a lockdown have meant we have had to change the times of a few visits to ensure everyone is seen to by the team that is available.
Mollie is monitoring care visits and Inga is constantly recruiting care staff so that we can ensure that care visits are at the desired time. We want to thank you for your patience and understanding when this has not been able to be met.
Communication
Another area we found that requires improvement was that customers found they are not regularly seen by the office team. Although we do try and visit all of the customers at least every 12 weeks to carry out the care plan reviews, the global pandemic has meant that we have had to suspend face-to-face meetings.
We are having to use telephone calls to carry out the reviews to minimise the risk of spreading the virus. If you feel you would like to speak to anyone in the office please do give us a call, we would be happy to discuss your care with you and if needed can arrange a visit wearing full personal protective equipment.
Summary
Overall, we are happy that the service is upholding our values. We are passionate about providing a trustworthy, respectful and compassionate service.
We are making changes each day to improve the way we work and would like to apologise if we have made any errors when providing your home care service. If you still have any concerns or would like to discuss any of the findings in more detail please contact the office to speak to us.
