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what customers say

The survey

This is an independent national care home relative satisfaction survey – which sits alongside the residents’ satisfaction survey.

The survey is an opportunity for you, the relatives’ and friends’ of these in participating care homes, to give your own views on the care that your loved one receives. Participating care providers are committed to delivering the highest quality of care and customer service, and will use the feedback to improve the services they provide.

The results will also provide valuable information for people who are looking for the best care home for them or their loved ones.

If your loved ones’ care home isn’t taking part in the Your Care Rating survey, please ask them why not, and ask them to take a look at this website. Or contact us and we will arrange to send them further information.

 

Your questions answered

What is the Your Care Rating relatives’ survey?

The Your Care Rating relatives’ survey is an independent survey of the relatives’ and friends’ of care home residents being conducted by Ipsos MORI on behalf of care home providers in the UK. The survey has been designed in conjunction with providers, care homes and relatives, with the first survey conducted in 2015. The survey process has been carefully designed to be as efficient and effective as possible, building on learnings from the Your Care Rating residents’ survey.

What is the purpose of the Your Care Rating relatives’ survey?

The Your Care Rating relatives’ survey is a sector-led initiative designed to give relatives’ and friends’ an opportunity to express their views about a range of issues in confidence. Results are used by providers and their care homes to drive service improvement and ensure next of kin’s voices are heard. The survey also allows providers to benchmark their results against the results of others using the survey. The survey has been carefully designed so that it provides results which can be compared across both the relatives’ and residents’ surveys. Together, both surveys provide strong and useful insights to help care providers improve the quality of care provided to residents.

How does the Your Care Rating relatives’ survey work?

The Your Care Rating relatives’ survey primarily uses a postal self-completion methodology supported by the option for completion online. Each relative or friend is sent a paper questionnaire. Those for whom there is no postal address available, or who live outside of the UK are contacted by email where possible. Relatives’ send their completed questionnaires directly to Ipsos MORI in a pre-paid envelope to be processed, before results from the survey are made available in early 2016.

Who can take part?

The Your Care Rating relatives’ survey is a survey of the next of kin of care home residents. 

The survey includes care homes that primarily serve older people (aged 65+). However, where younger adults live in such care homes, they are also included in the survey. 

Your Care Rating covers care homes in England, Scotland, Wales and Northern Ireland. It will therefore apply to care homes registered with Care and Social Services Inspectorate Wales, Care Inspectorate (Scotland) and the Regulation and Quality Improvement Authority (Northern Ireland) in addition to the Care Quality Commission.

How do you ensure that results from the survey are robust?

The survey has been designed to be as robust and rigorous as possible. A pilot survey was conducted at the start of the process to understand the best way of getting relatives’ and friends’ feedback.

Providers are required to enter all of their care homes into the survey to ensure transparency and to give all residents a chance to have their say.

Because questionnaires are sent directly to the relatives’ and friends’ and these are returned directly to Ipsos MORI upon completion only the named individual that packs are addressed to would be able to complete it.

Results are then hosted on the public-facing Your Care Rating website for homes receiving five or more responses both to ensure resident anonymity and robustness of the survey data.

The Your Care Rating relatives’ survey results are an objective measure of care quality – as perceived and experienced by relatives’ and friends’. It has been established to promote quality and continuous improvement, and to provide better information for consumers. By participating in the survey and publishing results, care providers are aligning their organisation with these objectives and may therefore use our quality mark “Committed to Quality”.

Are responses kept confidential?

Being able to provide feedback in confidence is an essential part of Your Care Rating, and the survey has been designed to ensure that relatives’ and friends’ are able to give their honest opinions about care in their loved one’s care home.

Relatives’ and friends’ are not required to identify themselves through their responses, and it will not be possible to identify any individual resident in the results. All returned questionnaires are treated in the strictest confidence.

Ipsos MORI is a member of the Market Research Society (MRS) and abides by its Code of Conduct. No individual responses will be passed onto any third party.

Why should relatives’ and friends’ take part?

The Your Care Rating relatives’ survey gives next of kin a genuine voice. Results for all care homes receiving five or more responses are published on the Your Care Rating website, accessible to members of the general public. The vast majority of providers who took part previously, acted on the responses to survey findings, with many developing specific action plans for care homes based on what its residents said about their experiences.