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Live-in Care Annual Satisfaction Surveys

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Agincare Live-in Care carry out an annual listening survey to our service users and their relatives in addition to Health care proffessionals. In 2015 we sent out over 150 surveys and recived a healthy 46 responses. Detailed below is the summary of our findings which shows a continued year on year improvement.

What do we do well?

“Good Training”
“weekly calls are valuable”
“very detailed initial set up”
“good medication regime and records”
“office staff are very helpful”
“good care matching"
“improved communication”
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How could we improve your service?

“More drivers”
“regular visits to sort out complaints and answer questions”
“more local carers”
“better care workers to cover breaks”
“contact and profiles sooner”
“more British care workers”
“more continuity in people leading review meetings”
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Do you feel safe and have regular contact with us?

All responded YES but some qualified by requesting more consistent care from break care workers.
Some clients noted an improvement
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Do you have any concerns about your Care Worker?

All responded NO but some qualified by requesting more consistent care from break care workers.
Some clients noted an improvement
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Ratings for your support and care from Agincare?

18% - excellent
59% - good
20% - average
3% - poor
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Ratings for your contact with the office team.

18% - excellent
50% - good
24% - average
8% - poor
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Verbatim Comments

At the same time as carrying out the Satisfaction surveys we also ask for comments on the services they have received throughout the year, listed below comments from families and service users. This also gives us a chance to find out where we have been going wrong and also where we have been going right.

Winnie couldn’t’ve been better...very helpful, supportive and nothing was ever too much trouble

Regarding Live-in Care worker Winnie M – ‘Winnie couldn’t’ve been better’.
The family said she was ‘one in a million’ and 'Dad was really fond of her’. They found Winnie ‘Very helpful and supportive and nothing was ever too much trouble’
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I would like to take this time to inform you how impressed I have been with Daniel

Upon a visit by Marcus Sapio, Independent Support Assistant from Portsmouth Rehabilitation and Reablement Team at St James’ Hospital, he passed on the following regarding Agincare Live-in care Worker Daniel R
‘I would like to take this time to inform you how impressed I have been with Daniel as a care worker and am very pleased with the level of support he has provided to Mr M’
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Carmen (Live-in care Worker) was ‘absolutely fantastic’...‘couldn’t have put a better care worker with G’

After a visit to G (Service User), Sinead (Social Worker) fed back the following comments about Carmen (Agincare Live-in care Worker)
‘absolutely fantastic’.
Recently Sinead and another healthcare professional had visited G and when they left they both said ‘Wow’ and were singing Carmens praises to her.
Sinead said that we ‘couldn’t have put a better care worker with G’
‘Carmen is getting along so well with her, it’s almost as if she is her Granddaughter’
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Relatives Survey

Agincare Live-in Care carry out an annual listening survey to the relatives of our services users. In 2015 we sent out over 150 surveys and recived a healthy 46 responses. Detailed below is the summary of our findings which shows a continued year on year improvement.

What do we do well?

“Good Training”
“weekly calls are valuable”
“very detailed initial set up”
“good medication regime and records”
“office staff are very helpful”
“good care matching"
“improved communication” satisfaction-survey-logo-transparent

How could we improve your service?

“More drivers”
“regular visits to sort out complaints and answer questions”
“more local carers”
“better care workers to cover breaks”
“contact and profiles sooner”
“more British care workers”
“more continuity in people leading review meetings” satisfaction-survey-logo-transparent

Do you feel safe and have regular contact with us?

All responded YES but some qualified by requesting more consistent care from break care workers.
Some clients noted an improvement satisfaction-survey-logo-transparent

Do you have any concerns about your Care Worker?

All responded NO but some qualified by requesting more consistent care from break care workers.
Some clients noted an improvement satisfaction-survey-logo-transparent

Ratings for your support and care from Agincare?

18% - excellent
59% - good
20% - average
3% - poor satisfaction-survey-logo-transparent

Ratings for your contact with the office team.

18% - excellent
50% - good
24% - average
8% - poor satisfaction-survey-logo-transparent

Verbatim Comments

At the same time as carrying out the Satisfaction surveys we also ask for comments on the services they have received throughout the year, listed below comments from families and service users. This also gives us a chance to find out where we have been going wrong and also where we have been going right.

She is such a hard worker and my Mother told me that she is wonderful. If she says that, it is high praise indeed.

We could not believe that there was a service that could provide support so quickly. We were so surprised when we were told about it. We usually have to fight to get support, but this was so easy. She (the support worker) has been fantastic and made such a difficult time easier. She is such a hard worker and my Mother told me that she is wonderful. If she says that, it is high praise indeed. We could not have done without her and we are happy to tell anyone this that wants to hear. satisfaction-survey-logo-transparent

Thank you Piers and the Agincare team for helping to organise live in care for Mr S so promptly

Thank you Piers and the Agincare team for helping to organise live in care for Mr S so promptly. Thank you so much for the card you very kindly sent us on his passing, it was unexpected and appreciatively received by all the family. It was most comforting too that her calm and warm presence was with Mr S in his last few hours. As a final observation, the professional and thoughtful Agincare approach throughout the process was reassuring and appreciated. Mr G reflecting on the service from Agincare to his father. satisfaction-survey-logo-transparent

Priscilla was an absolute rock when I had to go into hospital. She managed everything for my wife.

Priscilla was an absolute rock when I had to go into hospital. She managed everything for my wife. She never complains and was calm and proactive when I was rushed in but I knew that Mrs L was in safe hands. She’s one of a kind. Mr L reflecting on our service to his wife during an emergency. satisfaction-survey-logo-transparent

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