satisfaction survey results 2014 regional results seniors’ health and continuing care

Satisfaction Survey Results 2014Regional Results

Seniors’ Health and Continuing Care

Satisfaction Survey Results

Why Do A Survey? Commitment to Resident Directed Care

To identify and celebrate areas of strength

To create opportunity for residents, families, care teams and leaders to work together in partnership to enhance the care experience

To create a snapshot of resident and family experience to allow for comparison in future surveys

“The experiences of our clients and families are both the driver for our quality

improvement and the most important measure of success."

- Maura Davies, CEO SHR

Focused on 6 key questions: Respect, Friendliness, Involvement, Trust, Privacy and Cultural & Spiritual Values.

Focused on 4 key areas: Communication, Care Provision, Food & Mealtime Experience, Activities

Response options: Very Satisfied, Satisfied, Neither Satisfied nor Dissatisfied, Dissatisfied, Very Dissatisfied and Not Applicable/I choose not to respond

Survey Details


Who Took Part?

REGIONAL

Residents – 561 Family – 321

Across 30 homes where 2238 Residents live


Understanding the Results Very Satisfied, Satisfied= Favourable Neither Satisfied nor Dissatisfied=Neutral Dissatisfied, Very Dissatisfied= Unfavourable


Knowing who to contact when you have concerns/questions

Feeling Listened to

Confidence that the information you share with one staff is passed on to all staff

Opportunities to plan and participate in your care

Timeliness of communication about changes in your care needs

Opportunities to discuss your care and well-being with professional staff

0 10 20 30 40 50 60 70 80 90 100

61%

58%

61%

84%

64%

76%

32%

42%

39%

13%

36%

20%

7%

3%

4%

Favourable Neutral Unfavourable

Sample

Regional results ….

Key Questions - Resident

You have the right to have your cultural and spiritual values respected. How would you rate your satisfaction with the staff respecting your cultural and spiritual values?

You have the right to privacy. How would you rate your satisfaction with the staff respecting your privacy?

Having trust in the staff is also very important. How would you rate your satisfaction with the staff’s professionalism, competence, knowledge, and ability to provide excellent care?

Most people find that having a sense of involvement is really important. How would you rate your satisfaction with your opportunity for involvement at this home

How would you rate your satisfaction with the staff at being friendly and welcoming?

You have the right to be treated with respect. How would you rate your satisfaction with the staff in treating you with respect, being patient and caring toward you?

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

90%

85%

82%

79%

91%

88%

8%

10%

11%

17%

7%

8%

2%

5%

7%

4%

2%

4%


Key Questions - Family

Your family member has the right to have his/her cultural and spiritual values respected. How would you rate your satisfaction with the staff respecting his/her cultural and spiritual values?

Your family member has the right to privacy. How would you rate your satisfaction with the staff respecting his/her privacy?

Having trust in the staff is also very important. How would you rate your satisfaction with the staff’s professionalism, competence, knowledge, and ability to provide excellent care?

Most people find that having a sense of involvement is really important. How would you rate your satisfaction with your opportunity for involvement at this home

How would you rate your satisfaction with the staff at being friendly and welcoming?

Your family member has the right to be treated with respect. How would you rate your satisfaction with the staff in treating hime/her with respect, being patient and caring toward him/her?

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

85%

87%

78%

81%

86%

86%

13%

8%

12%

11%

9%

6%

2%

5%

10%

8%

5%

8%


Communication - Resident


Feeling Listened to

Confidence that the information you share with one staff is passed on to all staff

Opportunities to plan and participate in your care

Timeliness of communication about changes in your care needs

Opportunities to discuss your care and well-being with professional staff

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

75%

73%

68%

67%

65%

77%

16%

17%

24%

26%

35%

15%

9%

10%

8%

7%

10%

8%


Communication - Family


Feeling Listened to

Confidence that the information you share with one staff about your family member is passed on to all staff

Opportunities to plan and participate in your family member's care

Timeliness of communication about changes in your family member's care needs

Opportunities to discuss your family member's care and well being with professional staff

80%

70%

56%

68%

67%

74%

11%

15%

20%

21%

18%

16%

9%

15%

24%

11%

15%

10%


Resident13. Have you reported any concerns to staff in the past year?

26% Yes

74% No

Family

13. Have you reported any concerns to staff in the past year?

23%

Yes

77% No 69%

Yes

31% No


26% Yes

74% No

Family

14. How many concerns have you reported?

55%

30%8% 7%

One-Two Three-FourFive-Six More than six

45%

34% 7%

14%

One-Two Three-FourFive-Six More than six


26% Yes

74% No

Family

15.How many times have you been dissatisfied with how a concern was addressed, and then taken it to management??

48%35%

9%5%3%

None One-Two Three-Four

Five-Six More than six

47% 3

4%

10%3%

5%

None One-Two Three-Four

Five-Six More than six

Resident

16. Were you involved in the resolution or were you informed about how your concern was handled?

43% Yes

57% No

71%

Yes

29% No

Family

Resident

65% Yes

35% No

17. Do you feel confident that you will not suffer as a result of having raised concerns?

Family

66% Yes

34% No

17. Do you feel confident that your family member will not suffer as a result of having raised concerns?

Communication comments ….

Do you have further comments about the communication at this home?


Comments about communication were provided by 33% of residents and 45% of family members. Of these, 17% of residents and 13% of family members provided positive feedback about communication: Staff & administration willing to share information Staff are receptive to concerns Staff are friendly, caring, & compassionate Families are quickly made aware of issues/changes in

loved one’s condition.

Positive Comments About Communication: “The staff often ask me to talk about my life,

my experiences in the past. I like that.”

“They are excellent at contacting us as soon as they feel he may be unwell or unhappy. Together we try to work it out.”

“Communication is good. Staff come and go and we are in a circle of friendship.”


Areas for improvement with regard to communication identified in the comments of both residents and family members included: Inconsistencies in staff communication styles, staff to

staff communication is lacking, concern about staff speaking other languages in front of residents, poor/dismissive staff attitudes

Communication with the doctor is lacking Slow response to call bells/ lack of follow up to requests Slow or no communication with regards to deterioration

of loved one’s condition

Do you have further comments about the communication at this home?


Comments About Communication -Areas for Improvement

“Some staff listen and some staff just walk away without responding. Hardly anybody comes just to talk.”

“(Staff)are often speaking their own language, not English. I often feel laughed at.”

“Part of effective communication is follow-up. That does not appear to exist.”

“There is a lack of communication. Sometimes when staff talk to me and care for me I'm dealt with like "not you again." They listen but how much are they hearing.”


Care Provision - Resident

Being well cared for 24/7

Staff helping you with your personal care, assisting you to the washroom when needed and ensuring that you are comfortable

The support given to you to engage in activities that are meaningful to you

How well the staff supports your well being

The choices you have regarding personal preferences (time to wake, what to wear)

Concerns or suggestions you make about your care are acted upon

Availability of care team members (special care aides, nurses, doctors, therapists)

Staff's attentiveness to your needs

Staff's awareness of your care needs

0 10 20 30 40 50 60 70 80 90 100

86%

84%

85%

89%

86%

67%

68%

81%

84%

11%

11%

12%

9%

9%

24%

22%

13%

11%

3%

5%

3%

2%

5%

9%

10%

6%

5%


Care Provision - Family

Your family member being well cared for 24/7

Staff helping your family member with personal care, assisting him/her to the washroom when needed and ensuring that he/she is comfortable

The support given to your family member to engage in activities that are meaningful to you

How well the staff supports your family member's well being

The choices your family member has regarding personal preferences (time to wake, what to wear)

Concerns or suggestions you make about your family member's care are acted upon

Availability of care team members (special care aides, nurses, doctors, therapists)

Staff's attentiveness to your family member's needs

Staff's awareness of your family member's care needs

0 10 20 30 40 50 60 70 80 90 100

71%

71%

73%

80%

70%

67%

60%

71%

79%

15%

13%

20%

12%

24%

19%

20%

17%

12%

14%

16%

7%

8%

6%

14%

20%

12%

9%


Care Provision comments ….

Do you have further comments about the care provision at this home?


Comments about care provision were provided by 44% of residents and 49% of family members. Of these, 16% of residents and 17% of family members provided positive feedback about care provision, including: Caring and compassionate nature of staff Care needs are met

Positive Comments About Care Provision

“It couldn't be any better.” “My pride and joy. This is my home.” “Because the staff smile when they engage

with her and they are always giving her gentle touches, it makes all the difference in her attitude (even when she needs correction)”.


Do you have further comments about the care provision at this home?

Areas for improvement with regards to care provision identified in the comments of both residents and family members included: Need for more staff, especially on evenings, weekends,

and nights Staff inconsistencies, staff rushing, poor staff attitudes Slow or no response to call bells (expressed in terms of

hours, not minutes) Personal care issues, including the need for more baths

and concerns around getting assistance to the washroom


Comments About Care Provision-Areas for Improvement

“I don't care about me anymore, I'll do whatever they want me to do.”

“Short staffing means I can't get out of bed. Sometimes skip baths.”

“I couldn't reach my call bell one time and needed help. I tried calling out for help. I waited a long time and then I wet myself to the point where there was a puddle on the floor. I was so embarrassed.”

“There is no discussion about my care. They just come and do it.”

“Families are not treated as part of the care team, in fact, our assessment is that they are considered a nuisance.”


Food and Mealtime Experience - Resident

Overall quality of the food

How pleasant the dining experience is

Overall variety of foods served

Receiving the help you need at mealtimes

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

75%

82%

73%

80%

15%

12%

17%

18%

10%

6%

10%

2%


Food and Mealtime Experience - Family

Overall quality of the food

How pleasant the dining experience is

Overall variety of foods served

Receiving the help your family member needs at mealtimes

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

77%

71%

79%

82%

14%

20%

12%

11%

9%

9%

9%

7%


Food and Mealtime Experience

comments ….

Do you have further comments about the food and mealtime experience at this home?


Comments about the food and mealtime experience were provided by 44% of residents and 42% of family members. Of these, 17% of residents and 21% of family members provided positive feedback about the food and mealtime experience, including: Good variety of foods Quality & taste of food Availability of alternate selections

Positive Comments-Food and Mealtime Experience

“The people who prepare the food are ‘specialists in culinary arts’!!. I brag to my friends how good the food is.”

“Very impressed by the freshness and smell of the food. Wholesome, homemade and simply delicious.”

“Food services staff provide a remarkable scope of services, and always in a friendly, welcoming manner.”


Do you have further comments about the food and mealtime experience at this home?

Areas for improvement with regards to the food and mealtime experience identified in the comments of both residents and family members included: More variety needed in the menus More staff needed so residents can get help with their

meals Taste, Portion sizes, meats, texture need to be consistent

and improved Dining room too noisy and disruptive The need for more fresh fruit and vegetables (too many

canned foods) More attention needs to be paid to the medical diets and

special dietary needs of residents


Comments-Food and Mealtime Experience-Areas for Improvement

“I need help but don't always get it because staff are busy with other residents. I feel like I'm ignored at times. Rather than ask for help I improvise.”

“I watched many times as people who needed to be fed had to wait (with their mouths open) while waiting for the helper to finish her visit with a coworker before getting another bite.”

“We get called down to the cafeteria early at mealtimes, but have to wait half an hour before getting served.”

“I would like more opportunity to decide who I sit with or not in the dining room.”

“I call the dining room the "zoo". It is very noisy.”


Activities - Resident

Choice about whether or not to participate in activi-ties

Activities at the home

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

92%

31%

8%

15%54%


Activities - Family

Choice your family member has about whether or not to participate in activ-

ities

Activities at the home

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

81%

76%

14%

14%

5%

10%


Activity comments ….

Do you have further comments about the activities at this home?


Comments about activities were provided by 35% of residents and 47% of family members. Of these 19% of residents and 17% of family members indicated that the resident does not participate in the activities, either as a result of choosing not to participate or because their medical condition limits their participation. Of the remainder, 22% of residents and 32% of family members provided positive feedback about activities: Quality and dedication of recreation staff Variety of activities Ability to choose to attend an activity

Positive Comments-Activities “The activities staff are stellar. They are kind,

caring and endlessly patient. They are creative. They are inclusive.”

“My father does not participate much in activities but I have observed the staff working with the other residents and I'm so impressed with the patience and care that they give everyone.”

“They always give you a choice whether you want to participate or not. Person in charge of activities always comes up with fun things to do. Staff are so happy all the time. They would do anything for you.”


Do you have further comments about the activities at this home?

Areas for improvement with regard to activities identified in the comments of both residents and family members included: Activities need to be exercise based More activities are needed overall, especially

on evenings and weekends More variety of activities are needed, such as

cards and games and going outside more frequently


Comments-Activities-Areas for Improvement “There is not enough mental stimulation for the

residents.” “More physical activities please.” “Weekend activities would be appreciated.” “I am not very involved. I miss a lot of regularly

scheduled activities. I am lonely. My family don't seem to have time for me.”

“Activities are geared to the overall population. No opportunity for 1:1 from activities due to time constraint.”


We want to highlight and celebrate excellence. What stands out at this home?


Comments about excellence were provided by 60% of residents and 77% of family members. As a response to an open question, these comments were much more varied. General areas of excellence identified by residents included: Activities Staff - The level of caring and concern, respect Cleanliness of homes Food Friendliness/Atmosphere

General areas of excellence identified by family members included: Activities Staff - Caring and concern, Friendliness, Positivity; Professionalism Cleanliness Atmosphere of new homes – not institutional

Comments highlighting excellence: “Familiarity with the staff insures that the family member

is well cared for. Excellent communication allows for meaningful input.”

“Feels like a normal life - Feels like it is my home. Happy here.”

“There is an atmosphere of happiness. There is laughter and joking. It makes a person's day. We need to have fun.”

”A very loving staff, always hugging.” “I don't know where I'd rather be.” “The people who care for our mother are your real

strength.” “Every employee knows every tenant by their first name.” “We are individuals here and treated like that.”


Please share any additional comments you may have:


Additional comments were provided by 32% of residents and 53% of family members. As a response to an open question, these comments were much more varied. The major themes within the additional comments provided by residents included: Need for more staff Inconsistency of staff Residents are lonely Wasted food Differences between needs of older vs. younger residents

The major themes within the additional comments provided by family members included: Activities Staffing issues – need to be more caring, more energy on shorter shifts, need for

consistent staff, more emphasis on training & education, more interaction & less meetings, more staff, language issues

Homes need updating/renovations Routine family conferences/updates Personal care issues

Additional Comments “It is a wonderful place. One resident was saying

how he was hungry for pie. A couple of days later, two workers had demonstration on making pies and in the afternoon they had a pie social. This is awesome and appreciated by the residents.”

“LTC needs to change their once a week bath policy. I don't think that we would be pleased with a facecloth wash 6 days a week to our face and genitals!! Why can't family supervise a bath night for their loved one at least once a week so that at least they can soak in a nice tub 2x's a week????”



Now What? Homes will host presentations to share

individual results with residents, families and care team members

Subsequent discussions with Resident/Family Councils to identify one area for improvement and develop a “Pathway to Excellence” Action Plan by November 30th

Residents, Families and Care Team Members should be invited and encouraged to participate and informed of planning progress

questions?.

satisfaction survey results 2014 regional results seniors’ health and continuing care

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