2016 survey results west oak care home...net promoter score the % of respondents likely to recommend...

Your Care Rating

2016 survey results

This report provides results forWest Oak CareHome.

The report is based on responses to the Your Care Rating (YCR) surveys asfollows:40 response(s) from residents29 response(s) from family and friends

West Oak Care Home

Care home report

Barchester Healthcare

2

YCR Average

OPR: 828

Your Home

OPR: 895

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

914

YCR Average

OPR: 880

Your Home

OPR: 903

864

878

961

885

853

914

942

3

% Saying home

is good at keeping relatives

informed

97%

2016

100%

2016

82%

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

+71

+72

95%

2016

95%

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) 903 880 +23

Staff and care 914 877 +37

Home comforts 864 859 +5

Choice and having a say 878 867 +11

Quality of life 961 928 +33

Net Promoter Score +71 +49 +22

Overall, I am happy living here 95% 92% +3%

Overall satisfaction 95% 96% -1%

The food served at mealtimes is of good quality 100% 89% +11%

Staff have time to talk to me 92% 86% +6%

I can speak to senior members of staff if I need to 97% 92% +5%

Staff are usually available when I need them 95% 90% +5%

The staff here are capable of providing the care I

need100% 96% +4%

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

to me89% 85% +4%

The menu offers a good variety of choices each day 90% 87% +3%

I can take part in activities/hobbies if I want to 95% 93% +2%

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

This home is a safe and secure place to live 98% 97% +1%

The home is clean and tidy 98% 97% +1%

Staff treat me with kindness, dignity and respect 98% 97% +1%

Staff understand me as an individual 95% 94% +1%

My privacy is respected 95% 95% 0%

I am happy with the way staff deal with any complaints

or concerns89% 89% 0%

I can have enough of my own things around me 97% 98% -1%

I am happy with the care and support I receive 95% 96% -1%

Staff are sensitive to how I am feeling 90% 91% -1%

I have easy access to a pleasant garden/outdoor area 87% 90% -3%

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

dentists79% 92% -13%

The laundry service is good 77% 90% -13%

I can choose what time I get up and go to bed 77% 92% -15%

5


Family & friends’ survey measures Your 2016

result

YCR

average

Your result

vs. YCR

average

Overall Performance Rating (OPR) 895 828 +67

Staff and care 885 802 +83

Home comforts 853 801 +52

Choice and having a say 914 838 +76

Quality of life 942 890 +52

Overall satisfaction 97% 92% +5%

Net Promoter Score +72 +41 +31

The home keeps me well informed about my relative

or friend*100% 88% +12%

The home provides value for money* 82% 71% +11%

The home seems a happy place to live* 93% 89% +4%

There seem to be enough staff to meet the needs of

residents*86% 57% +29%

The home helps my relative or friend stay as physically and

mentally active as they can be*92% 73% +19%

Food seems to meet special individual needs* 92% 75% +17%

I am happy with the way staff have dealt with any

complaints or concerns I have had93% 79% +14%

The menu offers a good variety of choices each day 93% 80% +13%

Staff have time to talk to my relative or friend 86% 74% +12%

I am given sufficient opportunities to comment on the

running of the home*78% 67% +11%

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

go to bed85% 75% +10%

The home supports my relative or friend to maintain their

personal identity*96% 87% +9%

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

care, including end of life care100% 92% +8%

The home’s facilities are suitable to meet residents’ individual

needs*100% 92% +8%

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

care*96% 88% +8%

Residents are well presented* 93% 85% +8%

*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 aware of the procedure for making a complaint /

raising concerns*90% 82% +8%

My relative or friend is encouraged to take part in hobbies

of interest to them if they want to82% 74% +8%

My relative or friend’s privacy seems to be respected 100% 93% +7%

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

friend’s individual needs*79% 72% +7%

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

The overall laundry service seems good 83% 77% +6%

Staff have a professional manner* 97% 92% +5%

The smell of the home is generally acceptable* 93% 88% +5%

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%

The home seems clean and tidy 97% 93% +4%

Staff seem capable of providing the care my relative or friend

needs93% 89% +4%

Staff know my relative or friend’s needs and preferences well* 90% 86% +4%

Staff encourage my relative or friend to lead as independent a

life as they are able to*82% 79% +3%

The food served to my relative or friend at mealtimes seems

of good quality86% 84% +2%

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

The home acknowledges and supports my emotional needs* 78% 78% 0%

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

doctors, nurses, dentists86% 88% -2%

Staff seem to respect my relative or friend’s personal

belongings*86% 89% -3%

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

outdoor area81% 85% -4%

The building and outdoor space is well maintained* 86% 91% -5%

My relative or friend can have enough of their own things

around them90% 98% -8%


7

100%

100%

90%

87%

77%

93%

86%

93%

81%

83%

Staff are capable of providing the care

needed

Good quality food

The menu offers a good variety of

choices each day

Easy access to a pleasant

garden/outdoor area

Good laundry service

98%

98%

97%

100%

Clean and tidy home

Safe and secure place to live

98%

95%

92%

100%

100%

86%

Treated with kindness, dignity and

respect

Privacy is respected

Staff have time to talk

100%

97%

97%

95%

77%

100%

100%

90%

82%

85%

Can have visitors/visits when wanted

Can speak to senior staff

Can have enough of own things around

them

Can take part in hobbies if wanted

Can choose what time to get up and go

to bed

Caring

Effective

Safe

Responsive

Well led89%

79%

93%

86%

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

914

87

87

85

77

73

73

72

59

55

13

8

13

18

23

18

17

33

24

5

5

3

8

8

5

18

3

3

3

3

3

3

Staff capable of providing

care

Happy with care and support

Treated with kindness, dignity

and respect

Staff understand me as an

individual

Staff are available when

needed

Staff are sensitive to how I am

feeling

Staff dealing with complaints

and concerns

Staff have time to talk to me

Happy with access to doctors,

nurses, dentists

% 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

864

867

878

73

69

64

63

24

18

13

26

3

13

21

5

3

5

I can speak to senior members

of staff if I need to

I have easy access to a pleasant

garden/outdoor area

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


70

67

53

46

28

33

38

31

3

8

13 8

3

3

The home is clean and tidy

The food served at mealtimes

is of good quality

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

95

90

88

85

74

5

8

10

10

21

3

3

3

5

3

I can have visitors when I

want to

I can have enough of my own

things around me

This home is a safe and

secure place to live

My privacy is respected

I can take part in

activities/hobbies if I want to


961

11

86

83

76

72

69

68

63

62

62

55

52

52

52

48

14

17

17

24

17

25

15

28

28

27

41

34

34

38

3

7

4

19

3

9

3

7

3

3

3

4

7

3

9

3

3

7

7

3

3

3

3

3

3

4

7

I am made to feel welcome when I visit*

Residents treated with kindness, dignity and

respect

Staff seem capable of providing the care

needed

Staff have a professional manner*

Staff respect my relative or friend's personal

belongings*

Staff have satisfactorily dealt with complaints

and concerns

The home supports my emotional needs*

Aware of procedure for making a

complaint/raising concerns*

Staff know my relative or friend's needs and

preferences well*

Residents encouraged to lead as independent

a life as possible*

Residents are well presented*

Staff have time to talk

Happy with access to doctors, nurses, dentists

There are enough staff to meet the needs of

residents*

% Strongly agree % Tend to agree % Neither

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

Staff & care

Family & friends’ survey

Theme score:

YCR average:


802

885

12

83

69

66

62

59

57

52

17

17

31

31

33

29

31

10

3

3

4

10

3

3

4

11

7

4

The home's facilities are suitable

to meet residents' needs*

The building and outdoor space is

well maintained*

The home seems clean and tidy

The smell of the home is generally

acceptable*

The menu offers a good variety of

choices each day

The food served at mealtimes

seems of good quality

The laundry service seems good



Home comforts Theme score:

YCR average:Family & friends’ survey


801

853

13

86

86

79

76

65

64

62

58

48

14

11

21

20

20

28

19

21

30

4

4

10

8

8

7

5

8

4

8

4

4

4

4

11

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*

My relative or friend can choose what time

they get up or go to bed

Special food needs are met*

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*

I am given sufficient opportunities to

comment on the running of the home*



Choice & having a say Theme score:



838

914

14

100

90

79

78

76

64

58

10

14

22

14

18

35

3

3

9

4

3

3

9

4

3

I can visit my relative or friend when I want to

The home seems a safe and secure place to

live

The home seems a happy place to live*

My relative or friend's privacy is respected

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

942

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.

40 response(s) from residents29 response(s) from family and friends

West Oak Care Home

Results are based on:

This home report provides a breakdown of results for:

http://www.yourcarerating.org/

2016 survey results west oak care home...net promoter score the % of respondents likely to recommend...

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