Customer Satisfaction

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 as many people to participate as possible. 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".

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.

Overall Satisfaction Graph - All Locations - Resident Satisfaction Surveys 2011-15

The graph above shows scores collected in during 2013, 2014 and 2015, the last full set of data.


Understanding Our Satisfaction Graphs

For each survey a graph comparing the the average scores for key service areas is produced; this shows previous results as well as the latest set. Graphs from the latest round of surveys also show the average scores for Schemes or Villages (as applicable) and these graphs are also available on each Location page.

Overall Satisfaction: The average score given to the question "How do you rate your overall satisfaction with ExtraCare?".

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.

Care: The personal care and support that residents receive in their apartments, including nursing where appropriate.

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 friendly, approachable and easy to talk to.

Find the latest CQC and resident survey results on our locations pages!