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National Survey Allows Residents To Rate Their Care

03 Sep 2012

Care home residents across the UK will rate their satisfaction in an unprecedented survey designed to help those choosing care.

Almost 50,000 residents in 850 homes run by some of the biggest care home providers will be receiving the independent survey in the week of 17 September. It is being conducted by a new organization, Your Care Rating, which has commissioned leading market research company Ipsos MORI to research, design and implement the survey.

Currently many care providers undertake their own customer satisfaction surveys.  The Your Care Rating survey will be an industry-standard, independent survey that will be conducted annually and enable care providers and customers to compare results from one care home to the next.

Customers will be asked to rate factors including activities, privacy, security, food, outdoor areas, staff, whether they are happy at the home and whether they would recommend it. The results will be published in early 2013.

A total of 13 national and regional organisations have signed up to the initiative, including those from the for-profit and not-for-profit sectors. They are Anchor, Avante Partnership, Barchester Healthcare, Borough Care, Care UK, Community Integrated Care, Coverage Care, The Fremantle Trust, Greensleeves Homes Trust, Guinness Care and Support, HC-One Limited and Methodist Homes and The Orders of St John Care Trust.  Some of these have representatives on the Board of Your Care Rating, which has been established as an independent not-for-profit organization. 

Douglas Quinn, Chairman of Castleoak Group and a founder member of Your Care Rating said: 

“We are delighted that this initiative, which was conceived at our 2011 Innovation Exchange, has come to fruition.

“The Your Care Rating survey is an opportunity for customers to say what they think about a range of issues. It will help those looking for a care home to make an informed decision based on residents’ real experiences. 

“A great deal of care has been taken in the design and piloting of the survey to make sure that the survey is accessible to as many residents as possible.  The process has been designed to allow relatives, friends and volunteers to assist residents with survey completion, but it is the residents’ views that will be captured.”

Jane Ashcroft, Chairman of English Community Care Association, welcomed the launch of the Your Care Rating survey.

“People often choose a care home at a time of crisis so it’s crucial they have relevant information at their fingertips and nothing is more important than the views of current residents. The Your Care Rating Survey will provide that.” 

“Crucially, the survey results will also provide valuable information for providers to help continuously improve their services and the involvement of Ipsos MORI means people can feel comfortable that their feedback is anonymous.”

The Your Care Rating survey covers care homes in England, Scotland, Wales and Northern Ireland. The survey will cover homes that primarily serve older people (aged 65+).  However, younger adults in such care homes will be included. 
It is hoped that may more care providers and care homes will join the year 2 survey that will be conducted in September 2013.  It is open to care organisations of any size.

The initiative follows an agreement in June by care home and home care providers to publish data on areas including complaints and staff turnover as part of the industry-led Transparency and Quality Compact. 

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