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Regional Results Satisfaction Survey Results 2014 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
Satisfaction Survey Results Survey Details • 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
Satisfaction Survey Results Who Took Part?
Satisfaction Survey Results Understanding the Results • Very Satisfied, Satisfied= Favourable • Neither Satisfied nor Dissatisfied=Neutral • Dissatisfied, Very Dissatisfied= Unfavourable Sample
Family Resident 13. Haveyou reported any concerns to staff inthe past year?
Family Resident 14. How many concerns have you reported?
Family Resident How many times have you been dissatisfied with how a concern was addressed, and then taken it to management??
Family Resident 16. Were you involved in the resolution or were you informed about how your concern was handled?
Satisfaction Survey Results 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.
Satisfaction Survey Results 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.”
Satisfaction Survey Results Do you have further comments about the communication at this home? 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
Satisfaction Survey Results 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.”
Satisfaction Survey Results 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
Satisfaction Survey Results 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)”.
Satisfaction Survey Results 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
Satisfaction Survey Results 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.”
Satisfaction Survey Results 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
Satisfaction Survey Results 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.”
Satisfaction Survey Results 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
Satisfaction Survey Results 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.”
Satisfaction Survey Results 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
Satisfaction Survey Results 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.”
Satisfaction Survey Results 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
Satisfaction Survey Results 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.”
Satisfaction Survey Results 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
Satisfaction Survey Results 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.”
Satisfaction Survey Results 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
Satisfaction Survey Results 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????”
Satisfaction Survey Results 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