Quality Assurance Survey

20%

The service we deliver is Safe

These responses determine how well we train and develop our staff and processes to keep our clients safe: free from bullying, harassment, avoidable harm, neglect, abuse and discrimination.

I have received training on all aspects of my role including safeguarding and know how to spot and report any signs or concerns

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

Please use this box to tell us more about where we can improve

I understand my responsibility to protect and safeguard Clients from bullying, harassment, avoidable harm, neglect, abuse and discrimination

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

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Staff who administer medication have competency assessments completed regularly

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

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I give Clients their medicine according to the Care Plan and store it correctly and safely

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

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I have been given the training required to administer/prompt medication

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

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The Client is involved in reviewing their medicines and supported to be as independent as possible

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

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I understand who is responsible for maintaining the Client's equipment and quickly report any maintenance issues to Almond Care

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

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There are enough staff to make sure that Clients receives a reliable service that is not rushed

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

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Staff have the right mix of skills to make sure the Clients are kept safe

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

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I am encouraged to seek help when I feel I am being asked to do something that I am not prepared or trained for

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

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I am positively supported to challenge and report any poor practice and I am confident this would be acted upon

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

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I know how to support Clients to stay safe but also have as much freedom as possible to do the things they want to do

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

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Staff protect the dignity and human rights of the Clients and respect them as individuals

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

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The Client is kept up to date when staff need to change at short notice, so they know who to expect

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

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When I cover for staff, I am fully briefed so I can seamlessly support the Client according to their Care Plan

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

Please use this box to tell us more about where we can improve

The service we deliver is Effective

These responses determine how effectively we deliver our services to Client based on the training, knowledge and competency of our staff.

The Client is always introduced to any staff who are going to provide their care

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

Please use this box to tell us more about where we can improve

I have the right knowledge, qualifications and skills to carry out my role

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

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I received a comprehensive induction, including shadowing more experienced staff

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

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I receive training in a method that suits me and develops my skills, and Almond Care supports my continuous professional development

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

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I am actively encouraged to undertake regular training and refreshers to maintain and develop my knowledge

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

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I receive supervision and appraisal which help me develop skills

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

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I have an employment contract and understand the terms and conditions

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

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If required, I am registered with the necessary professional body and understand and work within the code of practice

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

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When needed, the Client's family and friends are also involved in decisions about their care

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

Please use this box to tell us more about where we can improve

I know about the health needs and personal wishes of the Clients I support and they are given as much choice and control as possible

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

Please use this box to tell us more about where we can improve

If applicable to the Care Plan, I make sure the Client gets the right food and drink they need and that they have enough of it

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

Please use this box to tell us more about where we can improve

I understand the laws around consent and always seek informed consent to care or treatment

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

Please use this box to tell us more about where we can improve

The service we deliver is Caring

These responses determine how we care for our Clients and analyses the working environment.

I feel staff treat Clients and their loved ones with dignity, respect, kindness and compassion

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

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There are warm positive relationships between Clients and staff

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

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The staff team is caring and staff work well together

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

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I understand how to request independent support and advocacy if Clients need this service

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

Please use this box to tell us more about where we can improve

Clients' privacy is always respected by staff and this includes their personal information

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

Please use this box to tell us more about where we can improve

I have the time to care for and treat people in a person-centered way

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

Please use this box to tell us more about where we can improve

Staff communicate with Clients and their loved ones about their needs. Staff understand the importance of not discriminating because of someone's protected characteristic

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

Please use this box to tell us more about where we can improve

How well we respond to our Clients

These responses determine how well we respond to the needs and desires of our Clients.

Staff understand the service is for Clients. They listen to their personal stories, needs, preferences and ideas and act on them

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

Please use this box to tell us more about where we can improve

The Client’s Care Plan is changed as their needs change and all those who need to know, like other services, are kept up to date

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

Please use this box to tell us more about where we can improve

Any concerns and complaints I am made aware of, I take seriously, and follow procedure so they are dealt with properly

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

Please use this box to tell us more about where we can improve

I am aware of the procedure to follow where any concerns/complaints are raised

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

Please use this box to tell us more about where we can improve

The service we deliver is well-led

These responses determine how well Almond Care integrates and leads its staff to delivering an effective service to its Clients.

Staff are involved in the quality assurance process within Almond Care and understand the importance of monitoring and measuring service performance

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

Please use this box to tell us more about where we can improve

Staff are involved in the development of the aims and objectives of Almond Care

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

Please use this box to tell us more about where we can improve

I have regular supervision meetings with my manager/supervisor/team leader

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

Please use this box to tell us more about where we can improve

My supervisions are linked to the aims and objectives of Almond Care

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

Please use this box to tell us more about where we can improve

Staff supervisions allow for a positive exchange of feedback and suggestions for improvement

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

Please use this box to tell us more about where we can improve

There is good communication between management and staff and teams work collaboratively

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

Please use this box to tell us more about where we can improve

I have regular team meetings and I am actively encouraged to participate

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

Please use this box to tell us more about where we can improve

The manager models a team approach with a ‘safe to challenge’ culture and respects differing views

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

Please use this box to tell us more about where we can improve

The management communicates clearly to everyone, thinking about the way we will understand the message best

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

Please use this box to tell us more about where we can improve

I am asked for my views on the wider service and I feel included in how things will be different

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

Please use this box to tell us more about where we can improve

I know what is expected of me and I am happy in my work

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

Please use this box to tell us more about where we can improve

The managers know what they need to do and are always honest, including when things go wrong

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

Please use this box to tell us more about where we can improve

I know the roles and responsibilities of management across Almond Care

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

Please use this box to tell us more about where we can improve

I am positively supported to challenge and report any poor practice and I am confident this would be acted upon

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

Please use this box to tell us more about where we can improve

The managers will challenge shortfalls in performance and set SMART targets to bring about improvement

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

Please use this box to tell us more about where we can improve

The managers will challenge concerns with staff absence to ensure staff are fit to undertake their role

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

Please use this box to tell us more about where we can improve

The managers will make reasonable adjustments as needed to enable staff to carry out their role

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

Please use this box to tell us more about where we can improve

The managers will challenge any potential misconduct to ensure staff are carrying out their role properly

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

Please use this box to tell us more about where we can improve

The managers actively provide regular support, coaching and training to staff in addition to supervision meetings

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

Please use this box to tell us more about where we can improve

I am made aware of who works in my organisation and how to access this information

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

Please use this box to tell us more about where we can improve

I am notified of new team members who will be joining the care package I am supporting

Needs improvement

Satisfactory

Good

Excellent

Not applicable/ Unknown

Please use this box to tell us more about where we can improve

Thank you

Thank you for taking the time to complete this survey, your feedback is important to us.Your response will be anonymous unless you choose to provide your details below.If you provide your details, we will only contact you where further information is needed.

Name

Client

Email address

Telephone number

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