ANALYSIS REPORT FOR MAY 2022 CLIENT USER SATISFACTION SURVEY

19 QUESTIONNAIRES WERE RETURNED TO US OUT OF THE 27 THAT WERE SENT OUT TO CLIENTS (66.6%)

SUPPORT PROVIDED 

Clients were asked how satisfied they were with the service we provide

Very Satisfied 78.9%

Satisfied          21.1%

Dissatisfied       0%

Clients were asked if they felt involved in the decisions made regarding their care

Yes, always 63.2%

Mostly         26.3%

Never          10.5% (one of these two clients lacks capacity)

Clients were asked to rate the following on a scale of 1-10. 

Punctuality:   16 clients rated us with scores of 9-10 (84.2%) the remainder rating us an 8

Reliability:     16 clients rated us with a score of 10/10 (84.2)  the remainder rating us an 8 or did not 

                     leave a rating.

Friendliness: 17 clients rated us with a score of 10/10 (89.4%) the remainder rated us a 7/10 or did 

                     not leave a rating.          

Caring Attitude: 17 clients rated us with a score of 10/10 (89.4%) One client rated us a 7/10 and one 

                         did not leave a rating.   

Housekeeping Skills: Of the 14 clients that are supported with housekeeping, 78.5% rated us with a

                                  score of 10/10. The remainder rated us rated us an 8-9.

Cooking Skills: One client was supported with cooking skills and rated us a 10/10.

Good Listeners: 88.8% of clients gave a rating of 10/10, the remainder rated us a 7 & 8.

Trustworthiness: 15 out of 16 clients who responded to this question gave a rating of 10/10. One client 

                           rated us an 8/10      

Personal Care: 100% of the 7 clients receiving personal care as part of their support rated us 10/10

                         83.3% said that their privacy and dignity were respected during personal care, the 

                         remainder responding with Usually.       

72% of  clients said that carers always went the extra mile to make a positive difference to their lives. The remaining 28% responded with Usually.

100% of clients were confident that medication was administered correctly.

SUPPORT FROM MANAGEMENT

We asked clients the following questions regarding their interactions with Management and Office Staff.

Are office staff courteous and able to help you if you have any concerns?

Always 75% 

Mostly 25%

No       0%

Have you ever made a complaint regarding your support?

Three Clients replied yes, they had made a complaint, the remaining 16 clients said No

All three clients said that their complaints were handled promptly and the outcome was acceptable.

Are you informed by office staff if a worker is going to be late for your visit?

Always           58%

Mostly            21%

Sometimes     15.8%

Never              5.2%

Our Response

The clients responding with Mostly and Sometimes are made aware of the 15 minute leeway either side of their start time for their support in case of problems that arise due to traffic out of their workers control. Should a worker be running more than 15 minutes late to their next client, they know to inform office staff so that the client can be contacted to make them aware. We also noted that the person who was not informed does not have a telephone for office staff to be able to contact them on.

Do you know how to contact the duty manager when the office is closed?

79% of clients responded yes. The questionnaire did inform clients that the out of hours duty phone number can be found at the bottom of each page of their Support Plan in their personal folder. One client responded with “when you can get through”. The duty phone is a mobile phone and reception is occasionally lost if the person on call is in an area with no signal. 

I am visited on a regular basis by management/ senior staff to review my needs regarding my support plan.

Of the 19 clients that responded to this statement, 16 responded with Yes, 2 clients were new clients so had not yet had a review. One person had said they had not had a review but office staff checked their records and they had received a recent review.

Did you feel we supported you to the best of our ability throughout the COVID-19 pandemic?

100% of clients that received support during the pandemic responded yes. 

CLIENT FEEDBACK

We asked clients what they liked best about their Support Workers.

“My support worker is a similar age to me and I can relate to her as well as her understanding my situation”

“ Does the jobs that I can’t do myself” PB

“My support worker listens very well to me”

“No work is involved, we just need someone to be with me making sure I am safe and to give my husband a break” MB

“He is a great carer, couldn’t have gotten anyone better”

“Always ready to help or listen. Punctual, clean and caring. A credit to your company. Always reliable and professional”

“Helpful” MC

“All so helpful”

“They make me feel better when down”

“They support me and listen to me” KL

“I feel at ease with them, made friends with them and they do everything I ask”

“ I think that CD, your senior worker is amazing at her work and puts in 100%” JC

100% satisfied with service” NM

“Very satisfied with the care & support given to K. I find the care staff very helpful at all times and without this, life would be so much harder on a daily basis. The office staff are always there to help and accommodate with any issues I may have. Never fail to help. Many thanks to the whole team of Helping Hands”  Clients next of kin

“ All staff are a credit to your company. Caregivers and office staff go above and beyond. Would recommend them to anyone needing care or support. Office staff are always ready to help with any concerns I have and resolve concerns quickly. Thankyou for all for the service you give. It is a pleasure to see the girls daily, they have made a great difference to my life”  SS

One client made a comment that our service was becoming expensive. We offer support at a price lower than most local domiciliary care companies. A small increase in price for support is implemented annually. This allows support  staff to be paid above the national minimum wage reflecting their value within the company.

37 questionnaires that were handed out to clients, we received 11 responses.

100% of clients that were advised by the Government to shield during lockdown stated that Helping Hands Team Ltd stayed in contact with them via phone calls to carry out wellbeing checks. These calls were made during the time that they would normally receive support.

8/11 clients had a review of their support plan during lockdown, six were visited for this and 2 had their review via a phone call.

100% of clients were made aware of social distancing rules and the effect this would have on the way they would be supported. 

8/11 of shielding clients had asked for and received support to drop shopping off at their doorstep. 

10/11 clients were helped by family and friends during lockdown but 5 of the clients still felt isolated. 

100% of clients surveyed said that the support from Helping Hands Team Ltd had helped during lockdown.

Only two of the clients that responded to our survey had requested assistance from the council or voluntary services to access meals/shopping deliveries during lockdown.

10/11 clients were aware that if they tested positive for COVID-19, they were required to contact Helping Hands Team Ltd.

Regarding staff members use of PPE during visits:

9/11 responses stated that staff always wore a mask before entering their home. 

10/11 responded that staff used hand sanitiser during their support time.

Of the 11 responses, seven clients received personal care and 100% of these stated that staff always used the correct PPE.

100% of responses stated that staff always wiped down surfaces in their home that they had touched with disinfectant at the end of each visit.

After receiving client feedback, staff were reminded to always wear a mask before entering a clients home and to use good handwashing practice as well as the use of hand sanitiser. 

Staff were also praised by management for the support they had continued to give our clients during lockdown and were made aware of the positive feedback we had gained from this survey. Throughout the pandemic, staff continued to support clients and to help them in any way that was feasibly possible. Only 3/11 responses stated that on occasion staff were unable to support them. Helping Hands Team worked hard to continue to provide support and only a few visits were cancelled throughout the pandemic due to staff sickness/staff testing positive for COVID-19.

Every client that responded also answered that they felt there was no need for any other help from us as a company during lockdown.

One client that responded to our survey gave written  feedback stating:

“ I am happy with all carers, especially the help of organising appointments & medications. SM.

21 Questionnaires were returned to us out of the 30 that were sent out to clients (70%)

SUPPORT SERVICE

Clients were asked how satisfied they were with the service we provide. 

Very Satisfied 76.2%

Satisfied 23.8%

Dissatisfied 0%

SERVICE GIVEN BY HHT Ltd 

Clients were asked if the service we provide has made a positive difference to themselves and their family. 

Definitely 71.4%

Yes 28.6%

No 0%

PERSON CENTRED CARE

Clients were asked if they felt involved in the decisions made regarding their care. 

Always 76.2%

Mostly 23.8%

No 0%

PRIVACY & DIGNITY 

Clients were if their privacy & dignity were respected. 

Always 75%

Mostly 25% 

No 0%

PERSONAL CARE

52.3% of clients that returned the survey were in receipt of personal care from HHT Ltd 

81.8% of those rated us 10/10 for Personal Care with the remainder giving us a score or either an 8 or 9. 

MEDICATION 

100% of clients surveyed that required support with either administering or prompting of medication were confident that they were being prompted or administered to them at the correct times. 

STAFF SUPPORT DURING VISITS

Clients were asked to rate the following attributes of their careers with a scoring of 1-10, 10 being the highest possible score available. 

The average score out of ten for each attribute is as follows. 

Punctuality 8.9

Reliability 9.8

Friendliness 9.8

Caring Attitude 9.8

Housekeeping skills 9.5

Cooking Skills 9.6

Companion Skills 9.9

CLIENT FEEDBACK 

Clients were given the chance to provide us with feedback regarding their care. 

One clients family member raised a concern that carers did not wear gloves when prepping food. This was immediately addressed by management and Staff were told gloves must be worn when preparing clients meals. 

Another concern was that one carer had overly long false nails which is against our company policy. This was also addressed immediately and all staff were reminded to keep nails short. 

A comment was made about our staff not having a uniform. This is mostly due to a lot of our clients being supported to access the community. Most clients using this service prefer us to wear clothes that do not seem obvious to the general public as they then feel they do not look as though they are receiving support. Staff always wear their I.D. badges during visits unless a client specifically requests that we do not wear it out in the community with them. 

Staff are always supplied with PPE for every visit should they be required to use it for tasks such as personal care, food prep, cleaning services. (MASKS, VISORS, GLOVES, APRONS AND HAND SANITISER). 

CLIENT QUOTES

We asked clients what they liked best about their care givers. 

"They are interested in me as an individual and listen to my needs" Anon 

"Friendliness" J.L 

"The respect and amount of care given, they offer invaluable support" Anon

"Friendly and very helpful with household tasks and personal care" J.E

"Nice Friendly attitude, make me laugh"