In addition to the care services provided to our clients on a daily basis, each month our clients are contacted or visited by senior care staff to ensure the quality of services provided. 

Each year we carry out an Annual Client Satisfaction Survey to understand further our clients and the level of service being provided.  The objective of this survey is to obtain the views of our clients in addition to the ongoing service monitoring and to provide service users with an additional forum to raise concerns or complaints or make suggestions for improving services.

This survey was posted to our clients in June 2022 with a pre-paid return envelope to maximise the survey responses which clients are invited to submit a named or anonymous response.

Key stats:

• A total of 1,397 surveys were issued with 596 returned completed. This is rate of 43% which remains on par with 2021 response rate of 44%.
• The results showed that most of our clients are over the age of 81, with over half of the total respondents living by themselves.
• 67% of responses require one carer, whereas 28% require two carers. (5% incomplete) 
• 98.7% of responses were confident their carer(s) know what to do to help them
• 99.3% of respondents believe their carers provide them with respect and dignity
• 98% of response feel their carer(s) communicates well with them
• Overall, 84.3% of respondents rated the service they received to be Very Good or Excellent.

Below is a selection of comments made by clients and their families: