Case study: Resident feedback in care homes
Sign-In portals were installed in all our care homes last year, so that visitors could enter their details straight into the app without the need to complete a paper-based form. The app captures instant feedback from visitors via a short survey when they sign out. This helps to recognise colleagues or departments within the care home that are making a positive difference, or areas of the home that may need improvement. Our Inspire resident and family and friends surveys were introduced in 2022-23. The survey covered ‘Wellness’, ‘Food and Nutrition’, ‘Environment’ and ‘Care Practice’. We received 1,264 survey responses from residents and 893 from friends and family, providing data to feed into the creation of action plans around service improvement areas. C11 – Complaints upheld by the Housing Ombudsman Anchor received nine determinations from the Housing Ombudsman Service in the last reporting year in which the service upheld the complaint. Of these, maladministration was found in six cases and partial maladministration in three cases. In a further 14 cases, the complaints were not upheld. Lessons learned from Housing Ombudsman determinations The feedback provided as part of the Ombudsman determinations, along with the insight we receive from our survey work and complaints data all form part of our commitment to continuous learning from complaints. Each determination is subject to review to extract any learnings at a local, regional and national level. Since year-end, a working group has met to look at how to share this information more effectively, both with colleagues across departments, and with our residents, who provide us with this valuable insight.
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