Thank you to all clients and family members who have recently completed the Gardiner’s Homecare Client Survey. We understand just how important it is to engage with our clients and to seek continuous improvement. It is for this reason that we prioritize gathering actionable feedback from our clients. Transparency is also important, which is why we share the most recent survey results on this page.
Method
Our care management team meet with their clients regularly. At these meetings, they review together the care being provided by the Garidner’s team. After every review, we ask clients, or where appropriate their relatives, to complete a survey. They can complete this survey online or as a hard copy. Clients can choose to complete the survey by themselves, or with support from Gardiner’s, or elsewhere. The client can choose whether or not to give their name.
In the survey, clients are asked to rate the Gardiner’s Homecare service for statement in different categories. For each statement, they grade on a scale from 1-5 where 1 is Inadequate, 2 is 2 Requires improvement, 3 is Good, 4 is Very Good, and 5 is Outstanding.
The statements covers 5 sections:
- Is the service safe
- Is the service effective
- Is the service caring
- Is the service responsive
- Is the service well led
Next, they are asked to provide an overall rating for the Gardiner’s service. Also, whether they would you recommend Gardiner’s to friends or family if they needed similar support. And whether or not the know how to raise a concern or complaint. At each stage we invite the client to raise any comment that they would like to.
The latest results
Completing client surveys after every review started in the third quarter of 2023. Since then, roughly 15% of clients have completed the survey every quarter. Prior to this, surveys asking the same questions were sent to all at varying intervals.
Is the service safe
It is clear that clients are confident that the Gardiner’s Homecare service is safe. Over the past 12 months 57% rated Gardiner’s as Outstanding in respect of safety, 40% as Very Good, 3% as Good, and none as requires improvement or inadequate.
December 2023 “Gardiner’s offer a safe, transparent service – excellent communication giving a daily report to relatives.”
May 2024 “Carers very friendly and I always feel safe with them. They listen to what I need and help us with them.”
Is the service effective
Clients are happy that the service is effective. Very similar results to above. 64% rated Gardiner’s as Outstanding in respect of how effective we are. 29% as Very Good, 7% as Good, and none as requires improvement or inadequate.
Comments in the last 12 months
- Much appreciated is the confirmation about who is coming and at what time – so effective when planning the weekly timetable. I’m very happy with the carers who come to me.
- Am advised on any changes by phone and email in case I forget. All care workers stay the full time and complete all tasks. Excellent, really happy.
- I seem to always be telling people what to do and where things are. I would like my regulars to come more times a week. I seem to see new faces a lot. I like the print out received from the office.
- If ever there is an unexpected need, Gardiner’s have been able to fill it at short notice e.g. pick up an urgent prescription.
- I have a small team of regular care workers most of the time. Carers are very friendly.
- Very occassionally there is a problem with regard to parking if the carer has no permit.
- Small team – KM & KL are fantastic.
- My care workers arrive on time and always stay for the hour. They do a lot in one hour and are a big help. Very good & effective.
- I enjoy all my team, nice and small as requested.
Is the service caring
We can be confident that Clients agree our service is caring. Very similar results to above. 76% rated Gardiner’s as Outstanding in respect of how caring we are. 22% as Very Good, 2% as Good, and none as requires improvement or inadequate.
Comments in the last 12 months
- I could not ask for better care.
- They are 100% caring for clients. I have been impressed by the amount of time spent on carers training sessions.
- All carers are very supportive and Dad absolutely loves them.
- Yes, 1st class – Rob is an amazing carer – we would pay double for him if we had to!
- Carers all show kindness and respect to mum.
- Very good to Ken.
- They show exceptional concern and become good friends.
- Both KM & KL always listen, treat me with dignity and respect. Very caring.
- Some carers are outstanding at communicating with Pam.
Is the service responsive
We pride ourselves on being a responsive service. 58% of client rated Gardiner’s as Outstanding for responsiveness. 37% as Very Good, 5% as Good, and none as requires improvement or inadequate.
Comments in the last 12 months
- First-class communication apparent between me, carers and the office.
- Dad is involved in decision making and his needs and requests are respected.
- All my phone calls are responded to immediately and pro-actively.
- My team are kept up to date when my needs and preferences change – have not changed.
- I was and am involved and listened to by my Care Manager.
- I was involved in planning along with my family. Very responsive.
- Very pleased with the service of care.
Is the service well-led
For well-led, 62% of clients rated Gardiner’s as Outstanding. 35% as Very Good, 3% as Good, and none as requires improvement or inadequate.
Comments in the last 12 months
- Gardiner’s are very professional, responsive. Give an excellent service.
- I’ve been impressed by the reassessment done by Tracy – a reflection of your company’s concern for the client.
- We’re very happy with suggestions/ideas from the office.
- All concerns have been dealt with in a timely manner
- Excellent, really happy
- The Care Manager leads her care excellently. She reports to me her concerns promptly and repsonds to my views and requests efficiently.
- The office staff communicate well with me. Any concerns I report are dealt with promptly and thoroughly.
- My care manager has listened and discussed a way of moving forward making me more comfortable.
- Very happy with service and have recommended to a couple of friends.
- It is important that we are aware of any changes in the timing of visits from the standard 8-9am.
- Very pleased with the service
Overall & recommending our service
Overall, or well-led, 63% of clients rated Gardiner’s as Outstanding. 35% as Very Good, 2% as Good, and none as requires improvement or inadequate.
Over the last 12 months 97.4% of clients responded that they would definitely recommend our service. The remaining 2.6%, represents 1 respondent, who said they would probably recommend us. Not one person said that they didn’t know, or that they wouldn’t recommend Gardiner’s.
Most recent comments (during the 2nd quarter of 2024)
- I have recommended Gardiner’s to a couple of friends. I have been very happy with help.
- I would recommend Gardiner’s because the care and attention given is excellent.
- An excellent service
- Very happy. My care team are excellent. I have no concerns or complaints.
- We are very happy with the level of service we receive from Gemma. She is very personable and friendly, takes great care in her work. She is a credit to your business.
- We would recommend Gardiner’s because the care is outstanding. Delivered in a caring, professional, efficient and respectful manner. A sound demonstration of supported teamwork, delivering effective care.
Complaints
Finally, 100% of respondents confirmed that they knew how to raise a concern or complaint.
