RESIDENT/RELATIVE SATISFACTION AUDIT 2016

We would appreciate your comments on the service you/you relative receive at this facility. 
Your comments, whilst being treated with total confidentiality, will be used to improve our service.
Thank you for taking the time to assist us by completing this questionnaire.

Aims:
To ascertain that resident’s privacy, rights and dignity are respected and that residents/relatives are satisfied with the care receiving.

Procedure;
Residents or their agents are asked to fill in this questionnaire.

Frequency:
This audit will be carried out annually or when required.

Procedure reference:
All resident care related procedures

	
Privacy, dignity, rights	not
satisfied	satisfied	Very satisfied	
1	Does staff call you by your preferred name?				
2	Do they knock on your door before entering?				
3	Do you feel staff ensure your privacy/dignity while caring for you?				
4	Do you feel your rights are respected?				
5	Do you understand the complaints and advocacy procedures? Can you access the complaints forms?				
6	If applicable, are you satisfied with the manner in which you are greeted when phoning the facility?				
7	If applicable, are you satisfied with the manner you are greeted in when visiting the facility?				
8	Do you find it easy to discuss things with the RN and manager?				
9	Are you satisfied with the politeness and courteousness of the staff?				
10	Are you satisfied with your involvement in nursing and care related decisions?				
11	Overall, how do you feel about  the nursing care at the facility?				
12	Are we meeting your individual values and beliefs?				
	Open disclosure	not
satisfied	satisfied	Very satisfied	
13	If you have raised concerns/complaints, did we meet your expectations in relation to dealing with complaints, concerns etc.				
14	When the incident(s) occurred did we give you a clear explanation of what happened, how it happened and what we did to prevent recurrence if possible?				
15	Did we acknowledge the incident and apologise that this had occurred?				
16	Did we keep you fully informed during the investigation of your complaint/concern?				
17	Were you given the opportunity to respond and did we ensure you were satisfied with the outcome?				
	Medical services.
Are you satisfied with	not
satisfied	satisfied	Very satisfied	
18	The medical attention you receive from our doctor?				
19	Your involvement in medical and health related decision?				
20	The explanations and information the doctor gives you?				
	Assistance
Are you satisfied with	not
satisfied	satisfied	Very satisfied	
21	The assistance given to you when dealing with paper work?				
22	The process available to you for making a complaint if necessary?				
23	The manner in which your rights are met and respected?				
24	The explanation you receive when having to sign certain forms?				
	Cleaning service
Are you satisfied with:	not
satisfied	satisfied	Very satisfied	
25	The cleanliness of the bedrooms?				
26	The cleanliness of the toilet and shower areas?				
27	The cleanliness of the lounge and dining room areas?				
28	The overall smell of the home?				
29	Your overall impression of the cleaning standards of the home?				
	Food services
Are you satisfied with	not
satisfied	satisfied	Very satisfied	
30	The quality of the meals?				
31	The variety of the meals?				
32	The presentation of the meals?				
33	Your overall impression of the catering service at the home				
34	Taking in account of likes, dislikes and dietary needs?				
35	Times meals are served				
36	Size meals are served?				
	Activities
Are you satisfied with	not
satisfied	satisfied	Very satisfied	
37	The range and variety of recreation activities provided?				
38	The amount of music provided?				
39	The amount of exercise provided?				
40	The frequency of outings?				
41	The variety of outing destinations?				
42	The meaningfulness of the activities and recreation?				
	Laundry service
Are you satisfied with	not
satisfied	satisfied	Very satisfied	
43	The general condition you find your clothes in?				
44	The effectiveness of our stain removal?				
45	The state of repair of your clothes?				
46	The cleanliness of the linen?				
47	Your overall impression of the laundry service?				
	Safety and security
Are you satisfied with	not
satisfied	satisfied	Very satisfied	
48	The security and safety within the home?				
49	The standard of building maintenance?				
50	The length of time it takes to get things fixed?				
51	The standard of repair when things are fixed?				
	Gardening service
Are you satisfied with				
52	The upkeep of the grounds and garden areas?				
53	The condition of the communal furniture?				
54	Your overall impression of the home and its services?				

Please list any comments you may have that will assist us in improving our care and services.

	

Please return the completed form to reception.
All documents are treated with confidentiality.