Care home resident survey specialist Your Care Rating has said its latest findings reveal a “very positive” overall picture.
Speaking at this week’s LaingBuisson Social Care Conference, Stephen Finlay, Research Director of Your Care Ratings publisher Ipsos MORI, said 98% of residents and 94% of families were satisfied with their level of care, the same level as 2018.
In terms of staff interaction, an overall 98% of residents and families said staff treated them with kindness, dignity and respect.
Fewer people (86% of residents and 76% of families) said staff had time to talk to them, however, reflecting recruitment strains on the sector.
In the home comforts category, 97% of residents and 95% of families and friends said homes were clean and tidy. Laundry service and menu offerings came at the bottom end of the scale. A still healthy nine in ten residents said the laundry service was good with eight in ten families and friends agreeing. More than eight in ten (86%) residents said menu choice was good with eight in ten friends and family concurring.
Regarding quality of life, having access to visitors came out top for residents and families at 99% and 100%, respectively. Fewest people said they could take part in hobbies and activities when they wanted: 94% for residents and 75% for families.
In terms of choice and having a say, 93% of residents said they could get up and go to bed when they liked, with 78% of families agreeing. Fewest residents said they had a real say in how staff provide care and support (85%).
Staff being time pressured and menu offering also cropped as the biggest issues in the worst performing homes with 20% and 19% of people disagreeing, respectively, that staff had time to talk and menu choice was good.
The survey concluded that staff were pivotal to a good customer experience while noting the need to address a perception gap with family and friends who were much harder to impress, especially on staff and home comforts.