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Performance Information
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The below page demonstrates how Older People's Assessment and Care Management service have performed in our 2008 Customer Satisfaction Survey and also how we addressed our 2007 action plan.
Due to a change in timings the Older People's Assessment and Care Management annual performance report will not be published until May 2009, following the end of the 2008/2009 financial year.
We have continued to monitor our performance through complaints and compliments, and also through our annual satisfaction survey the results of which are highlighted below.
Also included below is:
Customer Satisfaction Survey 2008
We have now completed our annual customer satisfaction survey for 2008. This year we used 3 different methods of consultation to make sure we contacted as many of our customers as possible. We sent out 750 postal questionnaires, conducted over 220 surveys over the telephone and, for the first time, involved our Expert Elders network in the undertaking of 24 face to face surveys in our customer’s homes.
Across all three different methods, we can report an overall level of satisfaction of 71% for 2008. This is a 2% increase from 2007. A summary report of the results is available to download at the bottom of the page.
2007 Improvements
One factor in this increase in satisfaction has been the success of the action plan developed following the customer satisfaction survey in 2007.
In 2007 our areas for improvement were relating to the following statements:
- I was given an information pack about community care services.
- I could understand the information in the information pack
- After the assessment or review was finished I was given/sent a copy of my care plan
- I was told about the Direct Payments to user scheme
- I had some choice about which services may be best for me
We succeeded in improving the results of 4 of these areas. We still have work to do to make sure our customers are told about and understand the Direct Payments to Users scheme.
Our 2007 action plan
Our planned actions to improve upon the 2007 results are highlighted below:
- amend our standards to include staff making sure that they outline the contents of the information pack with the service user
- develop a new front sheet for the information pack
- make sure that staff record they’ve given the service user an information pack and monitor this through audit processes
- develop information packs to contain information sheets written in plain language rather than leaflets
- make sure the information packs are available in different languages and formats on request
- amend information packs to include a new information sheet advising service users of their right to request a direct payment
- involve Expert Elders in discussions around the content, layout and way we run the next customer satisfaction survey
- investigate further the reasons why service users aren’t given/sent a copy of their care plan, as according to our performance indicators we achieved 96% for issuing care plans to service users.
How we have achieved this?
- We reviewed our standards this year and included the need for our assessors to outline the contents of the information pack.
- A front cover sheet has been developed for the information pack.
- We have also audited over 400 customers files in 2008 to make sure that staff are recording when they have given a customer an information pack.
- All our information sheets have been reviewed by our Communications team and have successfully gained the Crystal Mark status to confirm they are now written in plain language.
- Our information packs can now be translated into different languages and formats when requested.
- In 2008 we consulted the Expert Elders about the survey questions and made several amendments to the wording of the question, also adding 2 new questions on their recommendation. We also used the Expert Elders to conduct our face to face surveys for 2008.
- We have reiterated to staff the need to issue our customers with a copy of their care plan. We also monitored this when we checked over 400 case files.
We have seen a direct link between the changes we made following our 2007 survey and the improvements in our performance relating to the areas we addressed.
2008 Action Plan
Following the success of last years action plan we have developed an action plan to address the weaker areas in our 2008 performance. This is included in the Customer Satisfaction Survey Results attached at the bottom of the page.
Your feedback
We’re always interested in your feedback, and in the report there's information about how you can tell us what you think about the report and about our service.
You can also give us feedback by completing our feedback form.
Downloads
Older People's Assessment and Care Management Service Annual Performance Report 2006 - 2007 (1.48 MB)
The results of the 2008 Older People's Assessment and Care Management Customer Satisfaction Survey. (357 KB)
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