St Catherines
is a family owned and managed nursing home. We operate an open door policy. If a client or their family are in any way dissatisfied with any aspect of our service this concern can be easily raised through direct discussion with a Director.St Catherines firmly believes that through open and honest two-way communication, small concerns or misunderstandings do not develop into serious issues.
During the year we undertake regular quality assurance exercises. The most recent client/family/visitor survey is detailed below,
Quality Assurance Survey Response at 31st August 2003
|
When you first contacted St Catherines, what was your impression of: |
Good Satisfactory Poor |
|
The information we gave you |
87% _____13% |
|
The helpfulness of our staff |
100% |
|
The home overall |
100% |
|
Once resident at St Catherines: |
Yes _______________No |
|
Have your expectations been met? |
100% |
|
Do you get enough information about Your condition and care? |
87% ______________13% |
|
Are you consulted about your Care Plan? |
79% ______________21% |
|
Are the staff easy to talk to? |
100% |
|
Is your room comfortable? |
100% |
|
Do our facilities suit you? |
100% |
|
Meals: |
Good Satisfactory Poor |
|
Is there a choice of meals available? |
67% _____33% |
|
If you have a specific diet need is it catered for? |
100% |
|
Please rate the quality of the food |
58% _____42% |
|
Do you get enough to eat? |
73% _____27% |
|
Housekeeping |
Good Satisfactory Poor |
|
Please rate how tidy and clean your room is kept. |
93% ______7% |
|
Please rate how tidy and clean other rooms are kept. |
93% ______7% |
|
Please rate the quality of our laundry service. |
69% _____31% |
|
Please rate our washing and toilet facilities. |
94% ______6% |
|
Overall user satisfaction |
Good Satisfactory Poor |
|
Please rate St Catherines overall |
93% ______7% |
In-line with our ongoing efforts to improve the quality of service offered to our clients we have taken the following actions,
Improved consultation over care and care plans with residents and their families.
Appointment of a Catering Manager and a give residents and their families a greater involvement in the compilation of suitable, appetising menus.
Reviewed our laundry service procedures, with emphasis on clearly identifying items.
A follow-up survey will take place in 2004.