ExtraCare's resident surveys aim to measure customer
satisfaction with the quality of the services provided across a
range of key areas.
We use different methods to encourage high participation rates.
Surveys can be completed by post or email, or through attendance at
a "keypad" survey which uses technology similar to Ask the Audience
in "Who Wants to be a Millionaire". This approach has
resulted in around 75% of residents taking part in the process.
We also encourage residents to comment and tell us what
they think of their scheme or village.
Results are given to location managers and are compared between
locations, in order to identify best practice and facilitate
continuous improvement within the charity.
Understanding Our Quality Graphs
Our quality graphs, produced after each resident survey, cover a
range of categories. The graphs are also available on each Location page.
Overall satisfaction: The overall satisfaction
rating given by residents living in the location.
Well-being
Service: The service is led by a registered nurse and
supports residents to make informed decisions about their lifestyle
and health via a well-being assessment, drop-in sessions and
information groups.
Restaurant/Café Bar: The food outlets within
the location which are available for residents and visitors.
Care: The personal care and support that
residents receive in their apartments, including nursing where
appropriate.
Gym: A communal fitness area where residents
and non-resident gym members can exercise as part of a well-being
plan or as a social activity.
IT & Technology: The IT suite is a communal
space where residents have access to computers and associated
systems.
Activities
Programme: The activities programme ensures
that a variety of daily and weekly activities take place to meet
the social and cultural needs of residents.
Housekeeping Services: Services which assist
residents with day to day tasks around their home such as cleaning
and laundry.
Attitude of Staff: Our staff should be helpful,
respectful and approachable for residents, to enable them to enjoy
their lives in their environment.
ExtraCare's Quality Graphs
Beacon
Park Village
Broadway
Gardens
Brunswick Gardens
Village
Bushfield
Court
Camoys
Court
Imperial
Court
New Oscott
Village
Princethorpe Court
Rosewood
Court
Ryfields
Village
School
Court
St
Crispin Village
St
Oswald's Village
Sunley
Court
The Rose
Garden
Verona
Court
Willowbrook
Yates
Court