Every year Real Life Options completes a Family Satisfaction Survey to find out what the relatives of our service users think about the services we provide. This helps us to identify what we are doing well and where we can improve.
2009's Family Satisfaction Survey asked about six things:
- Before Choosing the Service
- Staff
- Working Together
- Comments, Complaints and Compliments
- Keeping Safe
- Overall Satisfaction
We asked for consent from the people we support to contact their families. Questionnaires were confidential and anonymous so that families felt confident in answering the questions honestly. 41% of the relatives asked returned a completed survey.
Families showed the most satisfaction in the following areas.
Working Together
87% feel involved in planning their relatives support and feel that their opinions are respected.
Keeping Safe.
It is very positive that 90% agree that Real Life Options supports their relative to stay safe.
Overall Satisfaction.
87% of families said they would rate the service provided by Real Life Options as either good or excellent.
The areas where we could improve are:
Comments, Complaints and Compliments
Some families had not received a copy of the complaints procedure. These have now been sent out to all the respondents who had not received them. Service Quality Improvement reports now check that people relevant to the service user i.e. family, care managers etc have received the complaints procedure.
Before Choosing the Service
67% of families felt the information they received enabled them to make an informed choice. We must ensure that accessible information about Real Life Options is consistently made available to all potential service users and their families.
The overall results of the survey were very positive. The majority of family members feel their relative is receiving a good or an excellent service and there were many positive and supportive comments. Family satisfaction remains strong.
