Wenham Holt Nursing Home
Service evaluation results 2009
Introduction:
We continue to provide residents and/or their relatives the opportunity to comment on the service we provide by way of a service evaluation questionnaire. 25 forms were given out over a three week period during 2009 and there were 17 respondents, one less than last year.
The questionnaire asks the following questions:
1. How have you found the service provided by Wenham Holt?
Very Good/Good/Average/Poor/Very Poor
2. Please comment on your response to Question (1) above.
3. In what ways, if any, do you think the service provided by Wenham Holt could be improved?
4. What are the good points of the service offered by Wenham Holt?
5. What for you are the bad points of the service offered by Wenham Holt?
6. Any further comments?
Survey results:
Section 1
100% of respondents to the survey felt the service provided by Wenham Holt was good or very good. This was split into 83% very good and 17% good, one of the respondents even extended the rating to excellent.
Ninety five percent of respondents who considered the service provided was good or very good (or excellent) supported their answer in some detail, comments included:
“Friendly Staff.”
“Good service. Food and nursing care.”
“Staff all show a caring and courteous attitude.”
“The home is friendly and clean and not too institutionalised.”
“Excellent care tailored to the needs of the individual.”
“The attention and care given to patients is wonderful at all times.”
“The normal very high standard of service has been maintained.”
“A variety of activities are provided for leisure and enjoyment of the residents and the physical environment is pleasant and comfortable.”
Section 2
Fifty percent of respondents completed question 3 by commenting on what improvements could be made to the service. The other fifty percent of respondents either made no comment, indicated not applicable or said they could not think of any improvements. Comments to this question included the following:
“Continuous improvement both outside and inside the premises provide a really lovely environment.”
“A small detail, possible name tags for the staff, I do like to give people a name and can’t always remember them all.”
“Could not be improved.”
“Shoes could be put on the right feet.”
“Parking difficult at times.”
“Encourage independence in those who can wash dress themselves etc.”
Section 3
One hundred percent of respondents took the time to provide comments on question 4 which asked them to give the good points of the service offered.
Some commented on the pleasant, happy atmosphere and the fact that residents were clean, comfortable and happy. Many commented on the friendly, caring staff and their willingness to help both residents and visitors. In addition, positive comments were made about the resident’s spiritual needs being met and of the strong relationship between Wenham Holt and the local clergy. The comprehensive activity programme was mentioned a number of times as were the trips out on the minibus trips which are an important aspect of the wider care package. Reference was also made to the happy and secure environment, good food and beautiful gardens.
Some examples of the good points of the service offered by Wenham Holt according to relatives and residents are given below:
“The very pleasant, cheerful and humorous atmosphere aids one’s general feeling of security and well-being.”
“The patients are always clean and so is the home. We can always ask questions and are informed about treatment.”
“No words can express all the high standards of care provided”
“Surroundings are superb, decor very good. Excellent staff....food looks great.”
“Privacy and dignity.” -“Open visiting times.”-“Hairdresser”
“Trips out”-Television in rooms”
Section 4
One respondent made some comments regarding the bad (not so good) aspects of the service offered. The comments were that sometimes clothes and slippers belonging to her mother went missing.
The wearing of correct clothing in a nursing home is often an issue and so far as this is concerned we make regular checks on who is wearing what and try to ensure they are wearing their own clothes. This can be difficult for a number of reasons, for example if a resident insists on wearing something else or indeed if they have dressed themselves. Slippers do unfortunately go missing but when found they go back to their rightful owner provided they are clearly marked (the slippers that is).
The question of name badges has come up again and we have been working towards getting badges which are safe for carers to wear and which will not cause accidental injuries to residents. Unfortunately there is not a lot on the market which meets these requirements but we will continue to look.