NAZARETH LODGE QUALITY ASSURANCE SURVEY NAZARETH LODGE QUALITY ASSURANCE SURVEY FOR 2014 Residents Family and Friends/Advocates Volunteer Visitors General Practitioners District ·

NAZARETH LODGE

QUALITY ASSURANCE SURVEY FOR 2014

Residents

Family and Friends/Advocates

Volunteer Visitors

General Practitioners

District Nurses

Resident’s

Quality Assurance Survey 2014

A total of 22 questionnaires were distributed and 13 were returned

(22 represents the number of residents resident in the home at the

time of the survey)

Our volunteer visitors and activity organiser offered assistance to

those residents who either requested help or to those who we felt

needed help in completing this survey.

There are some additional comments made and these will be

addressed in the final report.

NAZARETH LODGE

Penny Street

Sturminster Newton

Dorset

DT10 1DE

Tel: 01258 472511

Fax: 01258 472772

Dear Resident

Re: QUALITY ASSURANCE SURVEY –2014

At Nazareth Lodge it has always been our purpose and pleasure to deliver a

quality service that covers all aspects of our Residents’ daily life.

To enable us to monitor your satisfaction/dissatisfaction with the service we

provide, we would be grateful for your co-operation in completing our

questionnaire.

We will ensure confidentiality – you do not need to put your name to the

questionnaire.

The questionnaire is made up of individual questions with an option of ticking a

box from 1 - Very Poor to 10 - Excellent.

Our aim is to continually seek to improve the service we provide to our

residents, their family and friends, volunteer visitors and health care

professionals.

Thank you for taking the time to fill in this questionnaire, please return to us at

your earliest convenience.

PLEASE POST YOUR COMPLETED QUESTIONNAIRE INTO THE

POSTING BOX NEXT TO THE DINING ROOM FOR COLLECTION OR

HAND IT IN TO A MEMBER OF STAFF WHO WILL DELIVER IT TO THE

OFFICE FOR YOU.

Yours sincerely

Ann Ambrose

Manager

NAZARETH LODGE

QUALITY ASSURANCE QUESTIONNAIRE 2014

Resident's Questionnaire

1) How satisfied/dissatisfied are you with this home overall?

EXTREMELY DISSATISFIED EXTREMELY SATISFIED

1 2 3 4 5 6 7 8 9 10

3 3 7

2) Do you feel confident and reassured with our Fire Prevention Methods?

1 2 3 4 5 6 7 8 9 10

1 4 6

* 2 people did not answer this question

3) What is your opinion on the general décor/presentation of the home?

1 2 3 4 5 6 7 8 9 10

5 5 3

4) How satisfied/dissatisfied are you with the cleanliness of the home?

1 2 3 4 5 6 7 8 9 10

2 3 8

5) How satisfied/dissatisfied are you about the standard of care you receive

from the care staff?

1 2 3 4 5 6 7 8 9 10

2 3 8

6) Are the staff, in your opinion, trained to a satisfactory level?

1 2 3 4 5 6 7 8 9 10

1 6 6

7) How satisfied are you with the standard of professionalism shown by staff?


1 2 3 4 5 6 7 8 9 10

1 2 6 4

8) Do you feel that the residents are given enough rights and choice within the

home?

1 2 3 4 5 6 7 8 9 10

1 6 6

9) Are you satisfied with the level of privacy you receive?

1 2 3 4 5 6 7 8 9 10

2 2 9

10) Are you satisfied with the speed of response to any queries you may have?

1 2 3 4 5 6 7 8 9 10

1 6 5

*1 person did not answer this question

11) Communication is paramount whilst liasing with relatives, friends,

Community Nurses and GPs, do you feel we do this well?

1 2 3 4 5 6 7 8 9 10

1 3 8

* 1 person did not answer this question

12) Are you satisfied/dissatisfied that the management are approachable?

1 2 3 4 5 6 7 8 9 10

2 3 8

13) How satisfied/dissatisfied are you with the levels of confidentiality?

1 2 3 4 5 6 7 8 9 10

3 8

* 2 people did not answer this question

14) How satisfied/dissatisfied are you with the quality of food offered


1 2 3 4 5 6 7 8 9 10

1 1 3 8

15) How satisfied/dissatisfied are you with the level and frequency of

entertainment provided?

1 2 3 4 5 6 7 8 9 10

1 6 6

16) How satisfied/dissatisfied are you with the laundry system?

1 2 3 4 5 6 7 8 9 10

1 4 2 5

*1 person did not answer but said ‘there is a problem with nightdresses’

Other comments received:

‘Nothing is perfect but I am extremely happy living here’ Anonymous

‘Happy and very content with all the services provided’ – Noelle Fangen

‘Nothing is perfect. Everyone happiest in their own home. You can’t give

everyone what they want to eat. There are other people to look after; they can’t

just look after me. The staff seem to like me. You can speak to the manager –

if not today, tomorrow!’ - Anonymous

Family and Friends

Quality Assurance Survey

2014

A total of 22 questionnaires were distributed and 16 were returned.

There were some additional comments made and these will be

addressed in the final report

1 person returned their response with a page missing.

NAZARETH LODGE

Penny Street

Sturminster Newton

Dorset

DT10 1DE

Tel: 01258 472511

Fax: 01258 472772

Dear Relative/Advocate/Friend

Re: QUALITY ASSURANCE SURVEY – September 2014

At Nazareth Lodge it has always been our purpose and pleasure to deliver a quality service

that covers all aspects of our Residents’ daily life.

To enable us to monitor your satisfaction/dissatisfaction with the service we provide. We

would be grateful for your co-operation in completing our questionnaire.

We will ensure confidentiality – you do not need to put your name to the questionnaire.

The questionnaire is made up of individual questions with an option of ticking a box from 1 -

Very Poor to 10 - Excellent.

Our aim is to continually seek to improve the service we provide to our residents, their family

and friends, volunteer visitors and health care professionals.

Thank you for taking the time to fill in this questionnaire, please return to us at your earliest

convenience.

Please use the pre-paid envelope for your convenience.

Yours sincerely

Ann Ambrose

Manager

NAZARETH LODGE


Friends and Family Questionnaire

Out of 22 questionnaires, 16 were returned

1) How satisfied are you with this home overall?


1 2 3 4 5 6 7 8 9 10

1 1 6 7

2) Following your initial enquiry did you feel you were given enough

information about the home?

1 2 3 4 5 6 7 8 9 10

1 1 3 9

*1 person answered ‘it was too long ago’

3) Are you satisfied with the information we provide on our Advance Care

Planning for the End of Life care programme? (Gold Standard Framework)

1 2 3 4 5 6 7 8 9 10

1 1 5 5

*1 person answered ‘respite only’ another person had not answered the question

4) How satisfied are you with the cleanliness of the home?

1 2 3 4 5 6 7 8 9 10

4 3 7

5) How satisfied are you with the level of care we provide?

1 2 3 4 5 6 7 8 9 10

1 1 2 11

6) In your opinion, are staff trained to a satisfactory level?

1 2 3 4 5 6 7 8 9 10

1 1 6 7


home?

1 2 3 4 5 6 7 8 9 10

1 1 3 11

8) Are you satisfied with the level of courtesy and professionalism shown to

you by staff?

1 2 3 4 5 6 7 8 9 10

1 5 10

9) Are you offered refreshments on arrival?

1 2 3 4 5 6 7 8 9 10

6 7



1 2 3 4 5 6 7 8 9 10

1 1 6 7


1 2 3 4 5 6 7 8 9 10

1 2 3 9

12) How satisfied are you with the levels of confidentiality?

1 2 3 4 5 6 7 8 9 10

1 3 12

13) Do you feel you are included adequately in decisions regarding your friend/

relative?

1 2 3 4 5 6 7 8 9 10

5 3 8

14) Do you feel that enough recreation and stimulation is provided for the

residents?

1 2 3 4 5 6 7 8 9 10

2 1 3 10

Comments made:

‘There do not seem to be enough suitable activities aimed just at the men.

Father often seems to be just sitting and watching’

Regarding being offered refreshments

‘Usually but not always- not important, but as you ask…..

‘Find I always have to ask about results of doctor or dental appointments’

‘Woollens are washed on the wrong cycle. They are in a sad state minus many

buttons. We hope that the new washing machine rectifies the problem’

‘Haven’t quite learned the pattern yet. ‘We have been delighted with the care

provided. I don’t feel able to answer fully one or two questions being new to

the system; however everyone is very approachable and helpful so I am

confident all will go well.

Volunteer Visitors


2014


Any additional comments will be addressed in the final report

NAZARETH LODGE

Penny Street

Sturminster Newton

Dorset

DT10 1DE

Tel: 01258 472511

Fax: 01258 472772

Dear Volunteer Visitor

Re: QUALITY ASSURANCE SURVEY 2014

At Nazareth Lodge it has always been our purpose and pleasure to deliver a quality service

that covers all aspects of our Residents’ daily life.

To enable us to monitor your satisfaction/dissatisfaction with the service we provide, we

would be grateful for your co-operation in completing our questionnaire.

We will ensure confidentiality – you do not need to put your name to the questionnaire.

The questionnaire is made up of individual questions with an option of ticking a box from 1 -

Very Poor to 10 - Excellent.

Our aim is to continually seek to improve the service we provide to our residents, their family

and friends, volunteer visitors and health care professionals.

Thank you for taking the time to fill in this questionnaire, please return to us at your earliest

convenience.

YOU MAY POST YOUR COMPLETED QUESTIONNAIRE INTO THE POSTING BOX

NEXT TO THE DINING ROOM FOR COLLECTION OR ALTERNATIVELY BY MAIL.

Yours sincerely

Ann Ambrose

Manager

NAZARETH LODGE


Volunteer Visitor Questionnaire

*Out of 10 questionnaires sent out, 6 were returned



1 2 3 4 5 6 7 8 9 10

1 5

2) Do you feel confident and reassured with our Fire Prevention Methods?

1 2 3 4 5 6 7 8 9 10

1 3

* 2 did not answer this question

3) What is your opinion on the general décor/presentation of the home?

1 2 3 4 5 6 7 8 9 10

2 4

4) How satisfied/dissatisfied are you with the cleanliness of the home?

1 2 3 4 5 6 7 8 9 10

1 5

5) How satisfied/dissatisfied are you about the standard of care and attention

you see the residents receive?

1 2 3 4 5 6 7 8 9 10

1 5


1 2 3 4 5 6 7 8 9 10

2 3

*1 person did not know



1 2 3 4 5 6 7 8 9 10

1 2 3


home?

1 2 3 4 5 6 7 8 9 10

3 3

9) Are you satisfied with the level of courtesy shown to you by staff?

1 2 3 4 5 6 7 8 9 10

2 4


1 2 3 4 5 6 7 8 9 10

6



1 2 3 4 5 6 7 8 9 10

1 2 2

* 1person answered ‘all good as far as I am aware’


1 2 3 4 5 6 7 8 9 10

6


1 2 3 4 5 6 7 8 9 10

4

• 1 person answered that they had no experience of lack of

confidentiality. Another said ‘Not relevant to me’

14) Do you feel you are given enough support as a volunteer?


1 2 3 4 5 6 7 8 9 10

6

15) Do you feel that the residents appreciate your service?

1 2 3 4 5 6 7 8 9 10

1 2 2

*1 person did not score

16) Do you feel that enough recreation and stimulation is being provided for the

residents?

1 2 3 4 5 6 7 8 9 10

1 3

*1 person did not score. 1 person said ‘you all make a real effort in this respect’

Comments made:

‘As a visitor once a fortnight I cannot make an in depth comment. But form

what I see and hear, the residents appear content and in excellent care. They

certainly all love a good laugh’ – Sally Hoy

‘I would consider Nazareth Lodge a top performer. A very high standard of

care and professionalism, yet maintaining a relaxed and friendly atmosphere

with a wide variety of activities and events to suit all. I would highly

recommend Nazareth Lodge for residential care’- Anonymous

‘Nazareth Lodge does a great job. I think coloured doors and name on the door

would be helpful. I feel the identical chairs in the sitting room look a little

institutional. A fish tank would add interest. Pets – difficult to arrange I know.

In German apartment buildings 1 or 2 residents at a time are allowed pets.

Anyone wanting to bring a pet has to go on a waiting list and isn’t allowed to

bring them in unless an existing resident or their pet has departed – Mary

Alexander

General Practitioners


2014


There were no additional comments made

NAZARETH LODGE

Penny Street

Sturminster Newton

Dorset

DT10 1DE

Tel: 01258 472511

Fax: 01258 472772

September 2014

Dear Doctor

Re: QUALITY ASSURANCE SURVEY – September 2014





questionnaire.


questionnaire.





professionals.



.

Yours sincerely

Ann Ambrose

Manager

NAZARETH LODGE

QUALITY ASSURANCE QUESTIONNAIRE September 2014

Doctor's Questionnaire



1 2 3 4 5 6 7 8 9 10

2 1

2) How pro-active do you find us in meeting our residents’ health needs?

1 2 3 4 5 6 7 8 9 10

1 2

3) How satisfied are you with our infection control measures?

1 2 3 4 5 6 7 8 9 10

1 1 1

4) How satisfied/dissatisfied are you about the standard of care and attention

you see residents receive?

1 2 3 4 5 6 7 8 9 10

3

5) In your opinion, are staff trained to a satisfactory level?

* 1 GP did answer fill in this question

1 2 3 4 5 6 7 8 9 10

1 1


1 2 3 4 5 6 7 8 9 10

1 1 1

7) Do you feel that residents are given enough rights and choice within the

home?


1 2 3 4 5 6 7 8 9 10

2 1


1 2 3 4 5 6 7 8 9 10

1 2


1 2 3 4 5 6 7 8 9 10

1 2



1 2 3 4 5 6 7 8 9 10

2 1


1 2 3 4 5 6 7 8 9 10

1 2


*1GP did not answer this question

1 2 3 4 5 6 7 8 9 10

1 1

13) Do you feel you are given enough background information about the

residents you are attending?

1 2 3 4 5 6 7 8 9 10

1 2

14) Do you feel you are given adequate privacy with a resident?


1 2 3 4 5 6 7 8 9 10

1 2

15) How satisfied/dissatisfied are you with our levels of hygiene?

1 2 3 4 5 6 7 8 9 10

2 1

This form will be treated in the strictest confidence and you may remain

anonymous if you wish.

Thank you for taking the time to complete this questionnaire.

Please use the space below for any comments or ideas you might like to add:

District Nurses


2014


There was one additional comment made

NAZARETH LODGE

Penny Street

Sturminster Newton

Dorset

DT10 1DE

Tel: 01258 472511

Fax: 01258 472772

November 2014

Dear District Nurse

Re: QUALITY ASSURANCE SURVEY





questionnaire.


questionnaire.





professionals.



Yours sincerely

Ann Ambrose

Manager

NAZARETH LODGE

QUALITY ASSURANCE QUESTIONNAIRE

Sept 2014 District Nurse Questionnaire



1 2 3 4 5 6 7 8 9 10

2 1

2) How pro-active do you find us in meeting our residents health needs?

1 2 3 4 5 6 7 8 9 10

1 2

3) How satisfied are you regarding our infection controls

*1 nurse did not answer this question

1 2 3 4 5 6 7 8 9 10

1 1

4) What do you feel about the standard of care and attention you see residents

receive?

1 2 3 4 5 6 7 8 9 10

2 1


1 2 3 4 5 6 7 8 9 10

2 1


1 2 3 4 5 6 7 8 9 10

1 1 1


home?


1 2 3 4 5 6 7 8 9 10

1 2


1 2 3 4 5 6 7 8 9 10

3


1 2 3 4 5 6 7 8 9 10

1 1 1



1 2 3 4 5 6 7 8 9 10

2 1


1 2 3 4 5 6 7 8 9 10

1 2


1 2 3 4 5 6 7 8 9 10

1 1 1

13) Do you feel you are given enough background information about the

residents you are attending?

1 2 3 4 5 6 7 8 9 10

1 2

14) Do you feel you are given adequate privacy with a resident?


1 2 3 4 5 6 7 8 9 10

3

15) How satisfied/dissatisfied are you with our levels of hygiene?

1 2 3 4 5 6 7 8 9 10

3

This form will be treated in the strictest confidence and you may remain

anonymous if you wish.

Thank you for taking the time to complete this questionnaire.

Please use the space below for any comments or ideas you might like to add:

Comments made were:

‘Never had an issue with staff or residents. I enjoy visiting and find everyone

very friendly’.

Summary Report

It is very gratifying that the overall scores in all sections of this survey

are high; however we have made note of the comments and some of

the lower scores.

Over the next few pages I will address the additional comments and

any sign of dissatisfaction recorded in this questionnaire.

Ann Ambrose

Registered Manager

Nazareth Lodge

Response to comments from family and friends:

Reference Q.9 regarding being offered refreshment’s ‘usually but not

always – not important, but as you ask…..’ Staff are always reminded

that visitors are to be offered refreshments. They may not always be

aware that a visitor has arrived. They might also be busy dealing

with a crisis or involved in a staff handover. We want visitors to feel

welcome and for our residents to enjoy refreshment’s with their

visitors as they would have done in their own home. If you have not

been offered refreshments then please tell a member of staff.

‘Find I always have to ask about results of GP or dental

appointments’ we must apologise for this, we recognise the need for

us to improve on our communications. Generally we find email

contact suits most of our relatives.’

‘Woollen cardigans are washed on the wrong cycle. They are in a sad

state minus many buttons. We hope the new washing machine

rectifies the problem’ ‘Woollens are not placed in the main new

washing machine, but in a smaller machine programmed for

woollens. Sadly we acknowledge that from time to time staff do not

always read the laundry requirements on the labels. We will always

replace or arrange financial settlement but we realise this does not

always ease the frustration of losing a favourite item of clothing.

Our investment in a new name labelling system a couple of years ago

has made a significant improvement to our management of

resident’s.

‘There does not seem to be enough suitable activities for the men.

Father often seems to just be sitting and watching’ I am entirely

satisfied that there are varied activities for all abilities aimed at

either group or one to one in the home to suit all of our residents it

they choose to partake. Some residents do not wish to engage in

activities, others take pleasure just from watching. I have spoken to

our activities organiser and brought this response to her notice

suggesting that she continues to investigate more male orientated

interests/activity.

‘Nothing is perfect – everyone happiest in their own home. You can’t

give everyone what they want to eat. There are other people to look

after they can’t just look after me. You can speak to the manager –

not today tomorrow! We provide 3 menu choices at lunch and

supper and will always provide further alternatives if the resident is

not happy with the choices offered. Our staff will support residents

with their advance menu choices. Our cook will discuss the day’s

menu with those who may struggle to remember what they ordered.

The management team is very visible in and around the home and

they make sure daily contact with those residents who may not be

able to access the office.

Documents

NAZARETH LODGE QUALITY ASSURANCE SURVEY NAZARETH LODGE QUALITY ASSURANCE SURVEY FOR 2014 Residents Family and Friends/Advocates Volunteer Visitors General Practitioners District ·