2016 survey results Castle Keep - Amazon Web Services... · Home comforts Theme score: Residents’...

Your Care Rating

2016 survey results

This report provides results for Castle Keep.

The report is based on responses to the Your Care Rating (YCR) surveys asfollows:19 response(s) from residents8 response(s) from family and friends

Castle Keep

Care home report

Barchester Healthcare

2

YCR Average

OPR: 828

Your Home

OPR: 820

The Overall Performance Rating (OPR) and theme scores

are out of 1000. The OPR is based on the theme scores.

Overall Performance Rating & Theme Scores

Residents’ survey

Family & friends’ survey

Staff & care

Home comforts

Choice & having a say

Quality of life

Staff & care

Home comforts

Choice & having a say

Quality of life

936

YCR Average

OPR: 880

Your Home

OPR: 906

841

890

937

925

696

879

886

3

% Saying home

is good at keeping relatives

informed

100%

2016

88%

2016

71%

2016

Net Promoter Score

(As for residents’ survey Net Promoter

Score)% Satisfied

with overall standard of

the care

home

Key indicators

% Overall happy

living here

Net Promoter Score

The % of respondents likely to recommend

their care home as 9 or 10 out of 10, minus the

% likely to recommend it as 0 to 6 out of 10

% Satisfied with

overall standard of the care home

Family & friends’

survey

Residents’ survey

+84

+57

89%

2016

100%

2016

% Agree the

home provides value

for money

4

Benchmarking results

Residents’ survey measures Your 2016

result

YCR average Your result

vs. YCR

average

Overall Performance Rating (OPR) 906 880 +26

Staff and care 936 877 +59

Home comforts 841 859 -18

Choice and having a say 890 867 +23

Quality of life 937 928 +9

Net Promoter Score +84 +49 +35

Overall, I am happy living here 89% 92% -3%

Overall satisfaction 100% 96% +4%

I am happy with the way staff deal with any

complaints or concerns100% 89% +11%

Staff are usually available when I need them 100% 90% +10%

Staff are sensitive to how I am feeling 100% 91% +9%

Staff have time to talk to me 95% 86% +9%

I am happy with the access I get to doctors, nurses,

dentists100% 92% +8%

Staff understand me as an individual 100% 94% +6%

My privacy is respected 100% 95% +5%

The staff here are capable of providing the care I need 100% 96% +4%

I am happy with the care and support I receive 100% 96% +4%

I have a real say in how staff provide care and support

to me89% 85% +4%

This home is a safe and secure place to live 100% 97% +3%

The home is clean and tidy 100% 97% +3%

Staff treat me with kindness, dignity and respect 100% 97% +3%

I can have enough of my own things around me 100% 98% +2%

I can have visitors when I want to 100% 99% +1%

The food served at mealtimes is of good quality 89% 89% 0%

I have easy access to a pleasant garden/outdoor area 89% 90% -1%

I can choose what time I get up and go to bed 89% 92% -3%

The menu offers a good variety of choices each day 84% 87% -3%

I can speak to senior members of staff if I need to 84% 92% -8%

The laundry service is good 72% 90% -18%

I can take part in activities/hobbies if I want to 63% 93% -30%

5


Family & friends’ survey measures Your 2016

result

YCR

average

Your result

vs. YCR

average

Overall Performance Rating (OPR) 820 828 -8

Staff and care 925 802 +123

Home comforts 696 801 -105

Choice and having a say 879 838 +41

Quality of life 886 890 -4

Overall satisfaction 100% 92% +8%

Net Promoter Score +57 +41 +16

The home keeps me well informed about my relative

or friend*88% 88% 0%

The home provides value for money* 71% 71% 0%

The home seems a happy place to live* 86% 89% -3%

There seem to be enough staff to meet the needs of

residents*88% 57% +31%

The home helps my relative or friend stay as physically and

mentally active as they can be*86% 73% +13%

I am happy with the access my relative or friend gets to

doctors, nurses, dentists100% 88% +12%

My relative or friend is encouraged to take part in hobbies

of interest to them if they want to86% 74% +12%

Staff seem capable of providing the care my relative or

friend needs100% 89% +11%

My relative or friend can choose what time they get up and

go to bed86% 75% +11%

The home seems clean and tidy 100% 93% +7%

I can speak to senior members of staff if I wish to 100% 94% +6%

I am aware of the procedure for making a complaint / raising

concerns*88% 82% +6%

Staff treat my relative or friend with kindness, dignity and

respect100% 96% +4%

The home seems a safe and secure place to live for my

relative or friend100% 96% +4%

I am made to feel welcome when I visit* 100% 96% +4%

I am happy with the way staff have dealt with any complaints

or concerns I have had83% 79% +4%

*Asked in Family and Friends’ survey only – attribute does not contribute to OPR and Theme score calculations

6


Family & friends’ survey measures Your 2016

result

YCR

average

Your result

vs. YCR

average

I am given sufficient opportunities to comment on the

running of the home*71% 67% +4%

Residents are well presented* 88% 85% +3%

Staff know my relative or friend’s needs and preferences

well*88% 86% +2%

I can visit my relative or friend when I want to 100% 99% +1%

Staff have time to talk to my relative or friend 75% 74% +1%

The smell of the home is generally acceptable* 88% 88% 0%

The home supports my relative or friend to maintain their

personal identity*86% 87% -1%

The home offers a range of activities that suit my relative or

friend’s individual needs*71% 72% -1%

Staff have a professional manner* 88% 92% -4%

The home’s facilities are suitable to meet residents’

individual needs*88% 92% -4%

Food seems to meet special individual needs* 71% 75% -4%

My relative or friend’s privacy seems to be respected 88% 93% -5%

I feel that staff appreciate my input into my relative or friend’s

care*83% 88% -5%

I can be involved in decisions about my relative or friend’s

care, including end of life care86% 92% -6%

The overall laundry service seems good 71% 77% -6%

Staff encourage my relative or friend to lead as independent a

life as they are able to*71% 79% -8%

The home acknowledges and supports my emotional needs* 67% 78% -11%

My relative or friend can have enough of their own things

around them86% 98% -12%

The food served to my relative or friend at mealtimes seems

of good quality71% 84% -13%

My relative or friend has easy access to a pleasant garden /

outdoor area71% 85% -14%

The building and outdoor space is well maintained* 75% 91% -16%

Staff seem to respect my relative or friend’s personal

belongings*63% 89% -26%

The menu offers a good variety of choices each day 43% 80% -37%


7

100%

89%

89%

84%

72%

100%

71%

71%

43%

71%

Staff are capable of providing the care

needed

Easy access to a pleasant

garden/outdoor area

Good quality food

The menu offers a good variety of

choices each day

Good laundry service

100%

100%

100%

100%

Clean and tidy home

Safe and secure place to live

100%

100%

95%

100%

88%

75%

Treated with kindness, dignity and

respect

Privacy is respected

Staff have time to talk

100%

100%

89%

84%

63%

100%

86%

86%

100%

86%

Can have visitors/visits when wanted

Can have enough of own things around

them

Can choose what time to get up and go

to bed

Can speak to senior staff

Can take part in hobbies if wanted

Caring

Effective

Safe

Responsive

Well led100%

100%

83%

100%

Happy/satisfied with the way staff

deal(t) with complaints/concerns

Happy with access to doctors, nurses,

dentists

Family & friends’ survey –

% strongly/tend to agree

Residents’ survey –

% strongly/tend to agree

This page presents results for this care home on comparable measures between theresidents’ and family and friends’ surveys (not all attributes are shown), in alignment withregulator themes (informed by the inspection framework introduced by CQC in England).

These results reflect the views of residents and family members and friends. They do notreflect results of regulator inspections or reports (nor are they endorsed by any of the

national regulators covering England, Wales, Scotland and Northern Ireland).

Comparisons by regulatory themes

8

Staff & care Theme score:

Residents’ survey YCR average: 877

936

84

84

79

79

79

74

68

63

58

16

16

21

21

21

26

32

37

37 5

Treated with kindness, dignity

and respect

Staff dealing with complaints

and concerns

Happy with care and support

Staff capable of providing

care

Staff understand me as an

individual

Staff are available when

needed

Staff are sensitive to how I am

feeling

Happy with access to doctors,

nurses, dentists

Staff have time to talk to me

% Strongly agree % Tend to agree % Neither % Tend to disagree % Strongly disagree

9

Home comforts Theme score:

Residents’ survey YCR average:

Choice & having a say795Theme score:

YCR average:

859

841

867

890

79

68

67

63

11

16

22

26

11

16

6

11

6

I have easy access to a pleasant

garden/outdoor area

I can speak to senior members

of staff if I need to

I can choose what time I get up

and go to bed

I have a real say in how staff

provide care and support to me


74

68

58

33

16

32

26

39

5

22

5

11

6

5The food served at mealtimes

is of good quality

The home is clean and tidy

The menu offers a good

variety of choices each day

The laundry service is good


10

Quality of life Theme score:

Residents’ surveyYCR average: 928

100

95

89

74

32

5

11

26

32 37

I can have visitors when I

want to

This home is a safe and

secure place to live

I can have enough of my own

things around me

My privacy is respected

I can take part in

activities/hobbies if I want to


937

11

88

88

83

71

63

63

57

50

38

38

25

14

13

13

13

29

38

25

43

17

50

50

38

57

75

63

13

17

13

33

13

13

13

29

13

13

13

25

Residents treated with kindness,

dignity and respect

Aware of procedure for making a

complaint/raising concerns*

Staff have satisfactorily dealt with

complaints and concerns

I am made to feel welcome when

I visit*

Staff seem capable of providing

the care needed

Residents are well presented*

Happy with access to doctors,

nurses, dentists

The home supports my

emotional needs*

Staff have a professional

manner*

Staff know my relative or friend's

needs and preferences well*

Staff respect my relative or

friend's personal belongings*

Residents encouraged to lead as

independent a life as possible*

There are enough staff to meet

the needs of residents*

Staff have time to talk

% Strongly agree % Tend to agree % Neither

% Tend to disagree % Strongly disagree % Don't know

Staff & care

Family & friends’ survey

Theme score:

YCR average:


802

925

12

88

75

75

63

29

29

14

25

13

13

43

14

57

13

13

14

25

14

14 14

14

14

14

14

The home's facilities are suitable

to meet residents' needs*

The home seems clean and tidy

The smell of the home is generally

acceptable*

The building and outdoor space is

well maintained*

The food served at mealtimes

seems of good quality

The menu offers a good variety of

choices each day

The laundry service seems good



Home comforts Theme score:

YCR average:Family & friends’ survey


801

696

13

86

83

71

57

57

43

43

43

29

14

14

29

14

43

29

29

43

17

14

14

14

14

14

14

14

14

14

14

14

I can speak to senior members of staff if I

wish to

Staff appreciate my input into my relative

or friend's care*

I can be involved in decisions about my

relative or friend’s care

The home supports my relative or friend to

maintain their personal identity*

I am given sufficient opportunities to

comment on the running of the home*

My relative or friend can choose what time

they get up or go to bed

My relative or friend has easy access to a

pleasant garden/outdoor area

The home offers a range of activities that

suit my relative or friend’s needs*

Special food needs are met*



Choice & having a say Theme score:



838

879

14

88

75

75

43

43

29

14

13

25

13

43

43

57

71

13

14

14

14

14

The home seems a safe and secure place to

live

I can visit my relative or friend when I want to

My relative or friend's privacy is respected

The home seems a happy place to live*

Residents can have enough of their own

things around them

My relative or friend is encouraged to take

part in hobbies of interest if they want to

My relative or friend is helped to stay as

physically and mentally active as they can be*



Quality of life Theme score:



890

886

15

Explanatory notes

Your Care Rating is conducted on behalf of care home providers by leading market research organisation, Ipsos MORI. It covers care homes that primarily serve older people (aged 65+). However,

where younger adults live in such care homes, they are also included.

Overall, 33 care home providers participated in the Your Care Rating Residents’ survey in 2016. A total of

18,786 residents took part in the survey across 914 care homes. The survey was conducted between August and October 2016. Trend data is shown for care homes that took part in 2015 (receiving 5 or

more responses). 23 care home providers participated in the Your Care Rating Family and Friends’ survey

in 2016. A total of 10,963 family members and friends of residents took part in the survey across 643 care

homes. The survey was conducted between late September 2016 and early January 2017, with responses

completed online or using a paper-based questionnaire.

Results are presented across a range of aspects asked about in the Your Care Rating survey (such as the quality of food and availability of staff). In addition, an Overall Performance Rating (OPR) and four Theme

scores are presented.

The OPR is derived from the survey results using rigorous statistical methods, and is designed to be

easily accessible to a range of audiences. The OPR is calculated based on the four Theme scores, which themselves are calculated based on results for individual aspects. In order to enable comparison of the

Theme and OPR scores between the Family & Friends’ and the Residents’ surveys, only questions which

are comparable across both surveys are included in the calculations of these scores. Scores for questions

suffixed with an asterisk are not included in Theme score or OPR calculations. Further information about

the OPR and Theme scores can be found at www.yourcarerating.org.

For practical reasons, the wording of some questions has been shortened for this report. Please refer to

the survey questionnaire for the full question wording.

Throughout this home report, benchmark figures have been provided, showing the average score for the survey. Benchmarks are based on results for care homes achieving at least 5 responses for any individual

attribute. Small base sizes should be treated with caution.

Please note the following technical details:

• OPR and theme scores are shown out of a possible total of 1,000.• Percentage scores are shown out of 100%.

• Net Promoter Score (NPS) is the percentage of respondents rating their likelihood to recommend the

care home to friends and family as 9 or 10 out of 10, minus the percentage rating their likelihood to

recommend the care home as 0 to 6 out of 10 (e.g. if 50% of respondents answer 9 or 10, and 30%

answer 0 to 6, the NPS is +20).• Data are unweighted.

• Responses are shown for all valid responses (excluding blank responses to questions).

• Where figures do not add up to 100%, this is due to computer rounding.

• Combined figures are based on the constituent parts (e.g. % agree = % strongly agree + % tend to

agree). These figures are also subject to the effect of rounding.• An asterisk indicates a score less than 0.5%, but greater than zero.

19 response(s) from residents8 response(s) from family and friends

Castle Keep

Results are based on:

This home report provides a breakdown of results for:

http://www.yourcarerating.org/

© Ipsos MORI and Your Care Rating – all rights reserved

Date post:	04-Aug-2020
Category:	Documents
Upload:	others
View:	2 times
Download:	0 times

2016 survey results Castle Keep - Amazon Web Services... · Home comforts Theme score: Residents’...

Documents