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We’re pleased to share the results of our latest Quality Assurance Survey, which provided valuable insights into the experiences and satisfaction levels of the individuals and families we support.
Gathering honest feedback is a crucial part of how we evaluate and improve our services, and we’re grateful to everyone who took the time to share their thoughts. The responses help us celebrate what we’re doing well and identify areas where we can grow and do even better.
Overall Experience
We’re proud to report that 85% of our clients feel there is nothing we need to improve — an incredibly encouraging result. Additionally:
- 100% feel their needs are understood and met
- 100% say our service is flexible enough to meet their needs
- 100% would recommend our service to others
These results reflect the hard work and dedication of our care team and office staff, who work tirelessly to provide person-centred, compassionate support.
Communication
91% of our clients feel they can discuss any concerns with our office and 85% of our clients feel there is nothing we need to improve upon in relation to our communication. While these are positive figures, we’re always aiming higher. One common piece of feedback was the desire for improved communication when care visit times change from what is listed on weekly rotas.
We do our best to inform clients of changes, but short-notice adjustments are sometimes necessary due to staff illness or emergencies. That said, we’ve taken this feedback seriously and are working to improve how and when we notify clients of any changes.
Safety, Staffing and Experience
- 100% said they have no concerns about the care provided
- 100% feel our carers are friendly, well presented, courteous and professional
- 97% feel they are treated with dignity and respect
- 94% said carers always follow the care plan
- 94% confirmed that tasks are completed as expected
- 82% feel their carers have enough time to meet their needs
- 100% of our clients feel our carers are trained adequately to meet their needs.
Many clients highlighted the positive relationships they’ve built with carers, noting their kindness, professionalism, and attention to individual needs. Regular praise was given to specific staff members, with names such as Lisa, Julie, Sandy, and Tina mentioned multiple times for their outstanding care.
Areas of Strength and Improvement
While 97% of clients said there is nothing we can improve, a few suggestions were made, including:
- Greater consistency with care staff
- More timely communication about rota changes
- Sensitivity to small routines (e.g., item placement)
These valuable insights have been noted and will inform our internal training and communication protocols going forward.
Final Thoughts
We are truly grateful to our clients and their families for their time and honest feedback. Your trust and input help us deliver the kind of service we strive for every day — safe, supportive, and truly person-centred.
As always, we welcome ongoing feedback and are committed to continuous improvement. Thank you for being part of our journey.
