This report details our findings from Enter and View visits, paper questionnaires and an online survey relating to care homes in Surrey between May 2022 and June 2023.
Our summary of findings included:
In order for feedback to work effectively as a vital part of service improvement, opportunities to give feedback need to be accessible and communicated well; and people using services and their families and carers need to feel confident and supported to give that feedback without any fear or repercussions.
During our Enter and View visits, we found that there were many different feedback mechanisms in use across the care homes, such as residents’ meetings, suggestion boxes, surveys, and an iPad at reception for family and friends to give feedback. Many care homes told us that they had an ‘open door’ policy and residents, and family member were welcome to talk to staff at any time. Our survey revealed that two thirds of respondents (families and carers) were very confident they’d know how to raise a complaint and who to raise it with.
| Enter and View Programme - Effectiveness of feedback mechanisms - Summer 2023 (pdf) | Download File (pdf 531.15 KB) |
| Enter and View Programme - Effectiveness of feedback mechanisms - Summer 2023 (word) | Download File (vnd.openxmlformats-officedocument.wordprocessingml.document 2.26 MB) |
