LUGANO RESIDENCE

 

QUALITY ASSURANCE

“CARING” SURVEY

2022

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Survey Conducted:  February-May 2022

 

Results Published:  July 2022

 

 

 

 

INDEX

 

                                                                                                                                    Page

 

Methodology of “CARING” Survey                                                                                                               3

 

Results of Survey (Residents, Friends & Relatives)                                                    4-5                                                                

                                                                                                                                                                                 

Results of Survey (Staff)                                                                                              6-7

 

Suggestions for Change/Improvement and your comments                                        8-9

 

Results of Resident’s Questionnaire on Social Events/Interests                                    9     

 

Suggestions/Comments for Change/Improvement (Social time & menu related)        10

 

Analysis of “CARING” Survey Results   (Residents, Friends & Relatives)                 11                                                                                   

 

Analysis of “CARING” Survey Results   (Staff)                                                           12                                                                                  

 

Quality Assurance Action Plan for 2022.                                                                       13

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

METHODOLOGY OF “CARING” SURVEY

 

 

To help us monitor our performance against the standards set by the Care Quality Commission (CQC), we asked you to comment on how we perform against the CQC’s Fundamental Standards which we are legally obliged to meet.

The CQC Key Question “CARING” states:

"By Caring we mean that staff involve and treat people with compassion, kindness, dignity, and respect.  In adult social care, this means that people, their families and carers experience care, that is empowering and provided by staff who involve them and treat people with dignity, respect and compassion."

 

The data used to compile the analysis came from 50 survey forms from:

  • Residents

  • Relatives & friends

  • Staff

 

A total of 32 forms were returned, demonstrating a participation rate of 64%. For a survey this is a reasonable response rate and should be considered when reviewing the information.  All questionnaires stated the option to remain anonymous, this hopefully enhanced the response rate. 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Criterion

Strongly

Agree

Agree

Disagree

Strongly

Disagree

N/A

  1. Staff treat me with kindness and compassion.

80%

20%

 

 

 

  1. Staff respect my dignity at all times, and treat me as an individual.

80%

20%

 

 

 

  1. Staff know the previous life experiences I have chosen to share with them, and therefore know me and my preferences better.

60%

27%

 

 

13%

  1. Staff spend time with me and listen to what I have to say.

80%

13%

 

 

7%

  1. Staff take action to support me if I am distressed or in discomfort.

60%

40%

 

 

 

  1. The Home involves me fully in making decisions about my care, treatment and support (my care plan).

66%

27%

 

 

7%

  1. The Home provides me with the information I need to be able to make informed choices about my care arrangements (my care plan), and they encourage and support me to express my views regarding my care arrangements.

60%

33%

 

 

7%

  1. Staff have supported me well during the pandemic and ensured I have access to those that matter to me (friends and family)

73%

27%

 

 

 

  1. The Home gives me, and those that matter to me, the time we need to make informed decisions about my care arrangements (my care plan).

67%

33%

 

 

 

  1. I am confident that information about me is treated confidentially.

 

67%

33%

 

 

 

RESULTS OF “CARING” SURVEY (RESIDENTS’ FRIENDS & RELATIVES)                                                   

(15 responses received)

 

 

 

Criterion

Strongly

Agree

Agree

Disagree

Strongly

Disagree

N/A

  1. The Home and staff always allows me the privacy I need.

 

80%

20%

 

 

 

  1. I can communicate with staff because they understand me, and they talk to me in a way I can understand.

73%

27%

 

 

 

  1. I feel able to discuss arrangements for the end of my life and what I want to happen, if I wish.

73%

27%

 

 

 

  1. If I have chosen to discuss my end-of-life care, I am confident my wishes will be carried out.

40%

27%

 

 

33%

  1. I feel that staff and management genuinely care about me and make every effort to improve the quality of my life.

 

73%

20%

 

 

7%

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

RESULTS OF “CARING” SURVEY-STAFF

(17 responses received)

 

Criterion

Strongly

Agree

Agree

Disagree

Strongly

Disagree

N/A

1.At Lugano we treat Residents with kindness and compassion.

94%

6%

 

 

 

2. I have opportunities to access regular training sessions and feel confident I have the skills required to carry out my role effectively.

88%

12%

 

 

 

  1. We respect individual Residents' and their Human Rights.

88%

12%

 

 

 

4. I feel I am supported by management, to meet the needs of those I care for.

88%

12%

 

 

 

  1. At Lugano we work hard as a team to uphold our core values (TRI) Truth, Relationships & Integrity.

88%

12%

 

 

 

  1. Relationship-centred care and support is promoted by Care Partners and achieved at Lugano.

76%

24%

 

 

 

  1. I am treated well at Lugano and feel a valued member of the team.

83%

17%

 

 

 

  1. I have regular supervision and feel supported to carry out my role.

71%

29%

 

 

 

  1. We promptly respond to residents who express distress or discomfort.

83%

17%

 

 

 

  1. We respect the confidentiality of Residents' and colleagues' personal information.

76%

24%

 

 

 

  1. Staff are trained to respect the privacy & dignity of Residents and their advocates, at all times.

83%

17%

 

 

 

 

 

 

Criterion

Strongly

Agree

Agree

Disagree

Strongly

Disagree

N/A

  1. I feel communication is effective and I am kept informed of changes.

 

41%

59%

 

 

 

  1. I am trained to respect and promote Residents’ independence.

71%

29%

 

 

 

  1. As a team we promote the service’s principles of Consistent Assignment e.g. compassion, dignity, respect and privacy.

76%

24%

 

 

 

  1. Resident’s visitors are welcome to visit in accordance with COVID-19 regulations and are offered hospitality.

88%

12%

 

 

 

  1. I am trained to understand the end-of-life care required by an individual’s culture or beliefs.

53%

35%

12%

 

 

  1. Residents’ preferences and choices for their end-of-life care is documented, reviewed, planned, communicated, and acted on by all relevant staff.

76%

24%

 

 

 

  1. Changes in Residents’ well-being are promptly acted on and referred to health professionals as appropriate.

82%

18%

 

 

 

  1. Changes in Residents' well-being are communicated to all relevant staff at Handover. 

71%

29%

 

 

 

20.Resources and equipment are available to enable staff to effectively care and support Residents with their daily needs.

 

70%

24%

6%

 

 

 

 

 

 

 

 

 

 

 

 

 

Suggestions for change and improvement

 

There were no suggestions for improvement on this occasion.

 

Our response to your comments/suggestions

 

Not applicable.

 

Your comments on what we do well:

 

  • I am 100% satisfied with the care that Lugano staff are giving to my mother and also involving my father in all matters concerned. My brother and I are kept informed at all times and cannot praise the staff highly enough.

  • Extremely happy with the care that my wife receives. Everyone is very caring and have worked hard to also help me through this difficult time by inviting me to things such as Sunday lunch, which makes a huge difference. I could not be happier.

  • On behalf of my aunt, I am pleased that she will be spending her twilight years being cared for by the caring staff at Lugano.

  • My mum who now has advanced Alzheimer’s has lived at Lugano for three years. She has always received excellent care, treated with dignity and respect. During this dreadful pandemic when I was unable to visit my mum in the home, I never once worried how she was being looked after. The owners, manager and all the staff do a wonderful job and I can't thank them enough.

  • Since the new management structure has been introduced the ambience and attitude has improved very much for the better. The staff are all very friendly and helpful and caring and mum is flourishing within the home.

  • Lugano is an excellent residential care home which is well run. It supports staff and residents well. It is very well organised and managed well (a member of staff).

  • As a family we could not be more pleased with mum’s care and how she is treated. Lugano has proven to be a Godsend at a very difficult time and our thanks go to all the staff, who are making this difficult situation so much more comfortable.

  • I feel extremely fortunate that my mum is now living at such a wonderful home. Surprisingly, mum settled very easily at Lugano and even though she still talks of our old home (where she lived for 35 years), she chooses to live at Lugano where she knows she is getting the right care. As we all know, dementia affects people in many different ways. I know all the staff at Lugano are aware of my mum’s individual needs and help her with patience, love and understanding. I am also extremely thankful to Donna who noticed a change in mum's behaviour and recommended she be seen by a GP who diagnosed stage 2 diabetes. I am sure that not many carers would have spotted this slight change in a resident, and this shows the kindness and quality of care that is at Lugano.

  • Lugano is an amazing care home with high standards. Each resident is taken care of and any issue or problem is solved straight away. Lugano provides a high standard of care according to the residents needs, food, fluid, medicine, personal care, safeguarding, etc. Lugano has an amazing manager who problem solves and is kind to staff, giving them one to one attention. It is a wonderful home to work in and live in (a member of staff).

  • The care for the residents at Lugano continues to be outstanding and all the staff should be commended for how they have all pulled together and continued to care for the residents and their families throughout the additional challenges of the last two years. I cannot praise highly enough how all staff have continued to maintain the very highest of standards. The restructuring of staff has proved to be a huge success and the residents’ needs are more than adequately met. The three new seniors (Care Managers) are outstanding in their new roles. Staff are friendly and approachable and communicate effectively with residents and there is a real bond that is evident to see. A special mention must all so be given to all those involved with the catering, where the meals are of a very high standard and are well presented and nutritious. Communication between us and the administrator is also thorough and effective and is responded to quickly. It is evident that the staff are managed extremely well and are genuinely cared for. I have had no hesitation in recommending Lugano to a number of other individuals who are looking for a care home for a loved one and understandably want the very best for them. That's what you get at Lugano and our families experience is simply top class. We did our research before visiting Lugano, made the right choice and now feel a real bond and love towards them all. They are a wonderful team, thank you.

 

RESULTS OF RESIDENT’S QUESTIONNAIRE ON SOCIAL EVENTS

 

Direct questions asked-do you like to do? Suggestion received:

 

 

Social Interests/Events

 

NUMBER

INTERESTED

 

NUMBER NOT INTERESTED

 

NEUTRAL/

UNABLE TO RESPOND

 

Keep Fit/exercise classes

10

3

8

 

Quiz & Game Afternoons

7

4

10

 

Art Club

4

6

11

 

Flower Arranging

7

4

10

 

Biscuit and Cake Decorating

5

4

6

 

Manicures and Pedicures

13

2

6

 

Entertainers

15

0

6

 

BBQ’S

15

0

6

 

Religious events

5

1

15

 

Sporting Events

14

1

6

 

Garden Parties/Tea Parties

15

0

6

 

Singing Club

14

1

6

 

 

Any comments or suggestions for social events/calendar?

 

  • I love the choir and reading poetry.

  • I like it when we are pampered. I had my hair done today. 

  • I like speed skating and bike riding, lol! I like just spending time with my friends here.

  • I like the keep fit classes that we did this morning, and I like that we get pampered, it is a bonus! I like the church services. I think they do us very well.

  • I like the keep fit and quizzes best. Oh, and the garden parties, I used to come here as a little girl and I still love being in the garden even now.

  • I don't like activities, I can't be bothered.

  • I like the parties when my daughter comes.

  • I like the BBQ's.

  • I like afternoon tea, the cakes are good. 

  • I enjoy gardening.

  • I enjoy our singing club.

  • I always feel like there is something going on!

 

Food comments:All comments will be shared with our qualified Cooks, and they are most happy to oblige any requests.

 

  • I am always very happy with the food

  • I enjoy it. I like the little cakes we have.

  • Very appetising and I like it.

  • I only got here today but the food is good so far.

  • Very good really, I like the desserts best!

  • Most of it I like. I like sausages and I like peas. I don't really eat the desserts as I enjoy my dinner and I am full up.

  • Couldn't be better, it's very good! 

  • I think it's all very nice and I wouldn't eat it if it wasn't. It is always presented nicely, and the kitchen people work so hard, we are very lucky.

  • The food is alright, it could have more flavour.

  • I find the food basic and very good. Always lovely fresh meat. Sunday dinners are my favourite.

  • I love the food, occasionally there will be something I don't like but I get offered something else.

  • Liver and bacon is my favourite and we are having that today! I like the trifle here as well.

 

Our response to your food comments:

 

Thank you all for your feedback, we will share your comments with the Kitchen Team and put it on the agenda of our next community meeting.

 

 

 

 

 

 

ANALYSIS OF SURVEY RESULTS (RESIDENTS’ FRIENDS & RELATIVES)

 

The data used to compile this survey came from the Residents’ themselves.  A total of 15 questionnaires were returned by Residents, Relatives & Friends. 

 

What we are doing well (aspects of our service that achieved a ‘Strongly Agree or Agree’ rating).

 

At Lugano we treat Residents with kindness and compassion.

Staff respect my dignity at all times and treat me as an individual.

Staff know the previous life experiences I have chosen to share with them, and therefore know me and my preferences better.

Staff spend time with me and listen to what I have to say.

Staff take action to support me if I am distressed or in discomfort.

The Home involves me fully in making decisions about my care and treatment and plans accordingly.

The Home provides me with the information I need to be able to make informed choices about my care arrangements (my care plan), and they encourage and support me to express my views regarding my care arrangements.

Staff have supported me well during the pandemic and ensured I have access to those that matter to me (friends and family).

The Home gives me, and those that matter to me, the time we need to make informed decisions about my care arrangements (my care plan).

I am confident that information about me is treated confidentially.

The Home and staff always allow me the privacy I need.

I can communicate with staff because they understand me, and they talk to me in a way I can understand.

I feel able to discuss arrangements for the end of my life and what I want to happen if I wish.

If I have chosen to discuss end of life care, I am confident my wishes will be carried out.

I feel that staff and management genuinely care about me and make every effort to improve the quality of my life.

 

 

What we aim to improve (aspects of our service that achieved a ‘Disagree or Strongly Disagree’ rating).

  • No ratings in these categories

 

 

 

 

 

 

 

 

 

 

 

ANALYSIS OF SURVEY RESULTS (STAFF)

The data used to compile this survey came from the staff themselves.  A total of 17 questionnaires were returned by staff. 

 

What we are doing well (aspects of our service that achieved a ‘Strongly Agree or Agree’ rating).

At Lugano we treat Residents with kindness and compassion.

I have opportunities to access regular training sessions and feel confident I have the skills required to carry out my role effectively.

I am well treated at Lugano and feel a valued member of the team.

We respect individual Residents' and their Human Rights.

I am supported by management to meet the needs of those I care for

At Lugano we work hard as a team to uphold our core values (TRI) Truth, Relationships & Integrity.

Relationship-centred care and support is promoted by Care Partners and achieved at Lugano.

I am supported to share my views and any concerns are acted upon in a timely manner.

I have regular supervision and feel supported to carry out my role.

We promptly respond to residents who express distress or discomfort.

We respect the confidentiality of Residents' and colleagues' personal information.

Staff are trained to respect the privacy & dignity of Residents and advocates at all times.

As a team we promote the service’s principles of Consistent Assignment, e.g. compassion, dignity, privacy, respect and promotion of Residents independence.

Residents’ visitors are welcome to visit in accordance with COVID-19 regulations and are offered hospitality.

I feel communication is effective and I am kept informed of changes.

Residents’ preferences and choices for their end-of-life care is documented, reviewed, planned, communicated, and acted on by all relevant staff.

I am appreciated by the management team and can approach them with any concerns.

Changes in Residents’ well-being are promptly acted on and referred to health professionals as appropriate.

 

 

What we aim to improve (aspects of our service that achieved a ‘Disagree or Strongly Disagree’ rating).

 

  1. I am trained to understand the end-of-life care required by an individual’s culture or beliefs.

  2. Resources and equipment are available to enable staff to effectively care and support Residents with their daily needs.

 

 

 

 

QUALITY ASSURANCE ACTION PLAN

FOR 2022.

 

 

  1. Two members of staff stated they have yet to receive end of life training and they will be prioritised for the next available session.

  2. Resources and equipment will be discussed at our next team meeting to ensure staff feel they have the tools at their disposal to effectively care and support residents with their daily needs.

 

 

Finally, although this has been quite a challenging year, this Survey is testament to our partnership and delivering good quality outcomes for people. We would like to thank everyone for taking part in this year’s survey, as it helps us develop and improve our service. We value your contribution and wish you all good health and prosperity.