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Survey of care homes reveals Westcountry residents are treated kindly

By Exeter Express and Echo  |  Posted: February 18, 2014

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Care home residents in Devon and Cornwall say they are largely happy with life, comfortable and treated kindly by staff.

In the Your Care Rating survey which has just been published, hundreds of people living in care homes in the counties were asked for their views on facilities and care.

The survey aims to be the UK’s largest and most authoritative gathering of views from people in residential care and was established to give residents a real voice in services.

It obtained views from more than 395 residents from 23 care homes run by eight different care home operators.

The results were analysed to give each an overall performance rating (OPR) out of 1,000.

In Devon and Cornwall, the average score for the participating homes was 872, which compares closely to the national average OPR score of 872.

The highest score of 932 was obtained by the Jack Sears House in Torquay, operated by Guinness Care and Support.

The organisation is also in charge of the lowest scoring residential home in the survey, Churchill House in Exeter, which obtained a score of 685 out of 1,000.

Residents surveyed at the home had some good things to say about their care, with 90 per cent happy with the support received and the same proportion reporting they were treated with dignity and respect.

However, only 10 per cent said they felt staff had time to talk, 11 per cent agreed the menu offers a good variety of choices each day and overall only a third said they were happy living there.

Neil Jones, head of supported living and care homes at Guinness Care and Support, said six out of their seven care homes received good results in the survey.

He said the issues raised in the survey would be addressed.

“At Churchill House, where the satisfaction levels were not to our usual standard, we have been working closely with the residents to address concerns, holding regular meetings and consulting with them on a number of key issues.

“As a result, recent feedback shows that customers are now happy with the areas highlighted in the survey.

“We are committed to providing high quality care, improving standards and being open and transparent about our performance.

“By taking part in the annual Your Care Rating survey, we are listening to our residents’ views and making improvements where needed.”

Douglas Quinn, chairman of Your Care Rating, praised the operators who took part in the UK-wide survey saying they had demonstrated a commitment to transparency and quality improvement.

“The results show that for the vast majority of the 20,000 plus residents in care homes which took part in the survey, their day-to-day life is happy and fulfilling.

“They say that they are treated with kindness and respect, their food is good, they are allowed visitors when they choose and staff are attentive to their needs.

“It is absolutely vital that we give residents a voice, that we listen to what is important to them and care providers then act on that feedback.

“That is what the Your Care Rating survey is all about.”

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