2016 survey results Lanercost House Care Home · 2018-11-21 · 5 Benchmarking results Family & friends’survey measures Your 2016 result YCR average Your result vs. YCR average

Your Care Rating

2016 survey results

This report provides results for LanercostHouse CareHome.

The report is based on responses to the Your Care Rating (YCR) surveys asfollows:14 response(s) from residents41 response(s) from family and friends

Lanercost House Care Home

Care home report

Barchester Healthcare

2

YCR Average

OPR: 828

Your Home

OPR: 831

The Overall Performance Rating (OPR) and theme scores

are out of 1000. The OPR is based on the theme scores.

Overall Performance Rating & Theme Scores

Residents’ survey

Family & friends’ survey

Staff & care

Home comforts

Choice & having a say

Quality of life

Staff & care

Home comforts

Choice & having a say

Quality of life

907

YCR Average

OPR: 880

Your Home

OPR: 918

Your home

2015 OPR:

834

916

920

943

802

821

836

895

3

% Saying home

is good at keeping relatives

informed

93%

2016

85%

2016

71%

2016

Net Promoter Score

(As for residents’ survey Net Promoter

Score)% Satisfied

with overall standard of

the care

home

Key indicators

% Overall happy

living here

Net Promoter Score

The % of respondents likely to recommend

their care home as 9 or 10 out of 10, minus the

% likely to recommend it as 0 to 6 out of 10

% Satisfied with

overall standard of the care home

Family & friends’

survey

Residents’ survey

+43

+41

70%

93%

2015 2016

100%93%

2015 2016

% Agree the

home provides value

for money

4

Benchmarking results

Residents’ survey measures Your 2016

result

YCR average Your result

vs. YCR

average

Overall Performance Rating (OPR) 918 880 +38

Staff and care 907 877 +30

Home comforts 916 859 +57

Choice and having a say 920 867 +53

Quality of life 943 928 +15

Net Promoter Score +43 +49 -6

Overall, I am happy living here 93% 92% +1%

Overall satisfaction 93% 96% -3%

The menu offers a good variety of choices each day 100% 87% +13%

The food served at mealtimes is of good quality 100% 89% +11%

I am happy with the way staff deal with any

complaints or concerns100% 89% +11%

I have easy access to a pleasant garden/outdoor area 100% 90% +10%

Staff are usually available when I need them 100% 90% +10%

The laundry service is good 100% 90% +10%

I can choose what time I get up and go to bed 100% 92% +8%

I am happy with the access I get to doctors, nurses,

dentists100% 92% +8%

I have a real say in how staff provide care and support

to me93% 85% +8%

Staff have time to talk to me 93% 86% +7%

Staff understand me as an individual 100% 94% +6%

The staff here are capable of providing the care I need 100% 96% +4%

I am happy with the care and support I receive 100% 96% +4%

This home is a safe and secure place to live 100% 97% +3%

The home is clean and tidy 100% 97% +3%

Staff treat me with kindness, dignity and respect 100% 97% +3%

I can have enough of my own things around me 100% 98% +2%

Staff are sensitive to how I am feeling 93% 91% +2%

I can have visitors when I want to 100% 99% +1%

I can speak to senior members of staff if I need to 93% 92% +1%

My privacy is respected 93% 95% -2%

I can take part in activities/hobbies if I want to 85% 93% -8%

5


Family & friends’ survey measures Your 2016

result

YCR

average

Your result

vs. YCR

average


Staff and care 802 802 0


Choice and having a say 836 838 -2


Overall satisfaction 93% 92% +1%

Net Promoter Score +41 +41 0

The home keeps me well informed about my relative

or friend*85% 88% -3%

The home provides value for money* 71% 71% 0%

The home seems a happy place to live* 88% 89% -1%

Food seems to meet special individual needs* 90% 75% +15%

There seem to be enough staff to meet the needs of

residents*63% 57% +6%

The home supports my relative or friend to maintain their

personal identity*92% 87% +5%

Residents are well presented* 90% 85% +5%

Staff encourage my relative or friend to lead as

independent a life as they are able to*84% 79% +5%

The home offers a range of activities that suit my relative or

friend’s individual needs*77% 72% +5%

Staff treat my relative or friend with kindness, dignity and

respect100% 96% +4%

Staff seem capable of providing the care my relative or friend

needs93% 89% +4%

Staff seem to respect my relative or friend’s personal

belongings*93% 89% +4%

The food served to my relative or friend at mealtimes seems

of good quality88% 84% +4%


My relative or friend can choose what time they get up and

go to bed79% 75% +4%

Staff have a professional manner* 95% 92% +3%

*Asked in Family and Friends’ survey only – attribute does not contribute to OPR and Theme score calculations

6


Family & friends’ survey measures Your 2016

result

YCR

average

Your result

vs. YCR

average

The home’s facilities are suitable to meet residents’

individual needs*95% 92% +3%

My relative or friend’s privacy seems to be respected 95% 93% +2%

The smell of the home is generally acceptable* 90% 88% +2%

Staff have time to talk to my relative or friend 76% 74% +2%

The home helps my relative or friend stay as physically and

mentally active as they can be*75% 73% +2%

I can visit my relative or friend when I want to 100% 99% +1%

I can be involved in decisions about my relative or friend’s

care, including end of life care93% 92% +1%

The overall laundry service seems good 78% 77% +1%

I am given sufficient opportunities to comment on the

running of the home*68% 67% +1%

The home seems a safe and secure place to live for my

relative or friend95% 96% -1%

Staff know my relative or friend’s needs and preferences well* 85% 86% -1%

My relative or friend has easy access to a pleasant garden /

outdoor area84% 85% -1%

The home acknowledges and supports my emotional needs* 76% 78% -2%

I am made to feel welcome when I visit* 93% 96% -3%

The building and outdoor space is well maintained* 88% 91% -3%

I can speak to senior members of staff if I wish to 90% 94% -4%

The home seems clean and tidy 88% 93% -5%

I feel that staff appreciate my input into my relative or friend’s

care*83% 88% -5%

I am aware of the procedure for making a complaint / raising

concerns*76% 82% -6%

My relative or friend is encouraged to take part in hobbies of

interest to them if they want to68% 74% -6%

My relative or friend can have enough of their own things

around them90% 98% -8%

I am happy with the access my relative or friend gets to

doctors, nurses, dentists80% 88% -8%

I am happy with the way staff have dealt with any complaints

or concerns I have had71% 79% -8%


7

Residents’ survey measures Your 2016

result vs. your

2015 result


Staff and care 907 831 +76


Choice and having a say 920 839 +81


Net Promoter Score +43 +20 +23

Overall, I am happy living here 93% 70% +23%

Overall satisfaction 93% 100% -7%


I am happy with the access I get to doctors, nurses,

dentists100% 80% +20%

The food served at mealtimes is of good quality 100% 89% +11%

I can choose what time I get up and go to bed 100% 89% +11%

The laundry service is good 100% 89% +11%

I am happy with the care and support I receive 100% 89% +11%

Staff understand me as an individual 100% 90% +10%

I am happy with the way staff deal with any complaints

or concerns100% 90% +10%

I can take part in activities/hobbies if I want to 85% 80% +5%

Staff are sensitive to how I am feeling 93% 90% +3%

I can speak to senior members of staff if I need to 93% 90% +3%

I have a real say in how staff provide care and support

to me93% 90% +3%

I have easy access to a pleasant garden/outdoor area 100% 100% 0%

Staff are usually available when I need them 100% 100% 0%

The staff here are capable of providing the care I need 100% 100% 0%

This home is a safe and secure place to live 100% 100% 0%

The home is clean and tidy 100% 100% 0%

I can have enough of my own things around me 100% 100% 0%

Staff treat me with kindness, dignity and respect 100% 100% 0%

I can have visitors when I want to 100% 100% 0%

Staff have time to talk to me 93% 100% -7%

My privacy is respected 93% 100% -7%

Trend resultsYour 2016

result (n=14)

Your 2015

result

(n=10)

8

100%

100%

100%

100%

100%

93%

78%

84%

84%

88%

Staff are capable of providing the care

needed

Good laundry service

Easy access to a pleasant

garden/outdoor area

The menu offers a good variety of

choices each day

Good quality food

100%

100%

88%

95%

Clean and tidy home

Safe and secure place to live

100%

93%

93%

100%

76%

95%

Treated with kindness, dignity and

respect

Staff have time to talk

Privacy is respected

100%

100%

100%

93%

85%

79%

100%

90%

90%

68%

Can choose what time to get up and go

to bed

Can have visitors/visits when wanted

Can have enough of own things around

them

Can speak to senior staff

Can take part in hobbies if wanted

Caring

Effective

Safe

Responsive

Well led100%

100%

71%

80%

Happy/satisfied with the way staff

deal(t) with complaints/concerns

Happy with access to doctors, nurses,

dentists

Family & friends’ survey –

% strongly/tend to agree

Residents’ survey –

% strongly/tend to agree

This page presents results for this care home on comparable measures between theresidents’ and family and friends’ surveys (not all attributes are shown), in alignment withregulator themes (informed by the inspection framework introduced by CQC in England).

These results reflect the views of residents and family members and friends. They do notreflect results of regulator inspections or reports (nor are they endorsed by any of the

national regulators covering England, Wales, Scotland and Northern Ireland).

Comparisons by regulatory themes

9

Staff & care Theme score:

Residents’ survey YCR average: 877

907

79

71

71

64

64

64

57

57

57

21

29

29

36

36

36

43

36

36

7

7

Treated with kindness, dignity

and respect

Happy with access to doctors,

nurses, dentists

Staff are available when

needed

Happy with care and support

Staff capable of providing

care

Staff dealing with complaints

and concerns

Staff understand me as an

individual

Staff are sensitive to how I am

feeling

Staff have time to talk to me

% Strongly agree % Tend to agree % Neither % Tend to disagree % Strongly disagree

10

Home comforts Theme score:

Residents’ survey YCR average:

Choice & having a say795Theme score:

YCR average:

859

916

867

920

100

86

57

57

14

36

36

7

7

I have easy access to a pleasant

garden/outdoor area

I can choose what time I get up

and go to bed

I can speak to senior members

of staff if I need to

I have a real say in how staff

provide care and support to me


79

71

64

57

21

29

36

43

The home is clean and tidy

The laundry service is good

The food served at mealtimes

is of good quality

The menu offers a good

variety of choices each day


11

Quality of life Theme score:

Residents’ surveyYCR average: 928

93

86

86

77

71

7

14

14

8

21

8 8

7

I can have enough of my own

things around me

I can have visitors when I

want to

This home is a safe and

secure place to live

I can take part in

activities/hobbies if I want to

My privacy is respected


943

12

78

73

61

59

56

51

51

50

49

46

39

38

29

24

15

20

39

22

37

44

39

26

37

26

37

47

46

39

2

7

5

5

2

13

12

11

7

6

15

7

5

7

2

5

7

5

2

9

5

9

7

24

5

3

9

7

2

5

2

3

5

I am made to feel welcome when I visit*

Staff respect my relative or friend's personal

belongings*

Residents treated with kindness, dignity and

respect

Happy with access to doctors, nurses, dentists

Staff seem capable of providing the care

needed

Staff have a professional manner*

Residents are well presented*

The home supports my emotional needs*

Staff know my relative or friend's needs and

preferences well*

Staff have satisfactorily dealt with complaints

and concerns

Aware of procedure for making a

complaint/raising concerns*

Residents encouraged to lead as independent

a life as possible*

Staff have time to talk

There are enough staff to meet the needs of

residents*

% Strongly agree % Tend to agree % Neither

% Tend to disagree % Strongly disagree % Don't know

Staff & care

Family & friends’ survey

Theme score:

YCR average:


802

802

13

63

61

61

53

51

51

46

24

27

24

35

44

39

32

2

5

3

5

5

7

10

3

2

10

5

5

5

5

2

5

3

5

2

The building and outdoor space is

well maintained*

The home seems clean and tidy

The menu offers a good variety of

choices each day

The food served at mealtimes

seems of good quality

The home's facilities are suitable

to meet residents' needs*

The smell of the home is generally

acceptable*

The laundry service seems good



Home comforts Theme score:

YCR average:Family & friends’ survey


801

821

14

68

66

58

56

56

54

46

45

39

24

24

33

33

27

30

31

23

39

2

2

8

3

7

3

9

13

6

2

2

2

3

9

8

6

2

5

3

5

11

3

13

3

5

2

3

6

I can be involved in decisions about my

relative or friend’s care

I can speak to senior members of staff if I

wish to

The home supports my relative or friend to

maintain their personal identity*

Special food needs are met*

Staff appreciate my input into my relative

or friend's care*

My relative or friend has easy access to a

pleasant garden/outdoor area

The home offers a range of activities that

suit my relative or friend’s needs*

I am given sufficient opportunities to

comment on the running of the home*

My relative or friend can choose what time

they get up or go to bed



Choice & having a say Theme score:



838

836

15

90

72

68

63

51

42

31

10

18

27

32

37

26

44

2

12

16

3

8

2

6

19

2

6

3

3

2

3

I can visit my relative or friend when I want to

Residents can have enough of their own

things around them

My relative or friend's privacy is respected

The home seems a safe and secure place to

live

The home seems a happy place to live*

My relative or friend is encouraged to take

part in hobbies of interest if they want to

My relative or friend is helped to stay as

physically and mentally active as they can be*



Quality of life Theme score:



890

895

16

Explanatory notes

Your Care Rating is conducted on behalf of care home providers by leading market research organisation, Ipsos MORI. It covers care homes that primarily serve older people (aged 65+). However,

where younger adults live in such care homes, they are also included.

Overall, 33 care home providers participated in the Your Care Rating Residents’ survey in 2016. A total of

18,786 residents took part in the survey across 914 care homes. The survey was conducted between August and October 2016. Trend data is shown for care homes that took part in 2015 (receiving 5 or

more responses). 23 care home providers participated in the Your Care Rating Family and Friends’ survey

in 2016. A total of 10,963 family members and friends of residents took part in the survey across 643 care

homes. The survey was conducted between late September 2016 and early January 2017, with responses

completed online or using a paper-based questionnaire.

Results are presented across a range of aspects asked about in the Your Care Rating survey (such as the quality of food and availability of staff). In addition, an Overall Performance Rating (OPR) and four Theme

scores are presented.

The OPR is derived from the survey results using rigorous statistical methods, and is designed to be

easily accessible to a range of audiences. The OPR is calculated based on the four Theme scores, which themselves are calculated based on results for individual aspects. In order to enable comparison of the

Theme and OPR scores between the Family & Friends’ and the Residents’ surveys, only questions which

are comparable across both surveys are included in the calculations of these scores. Scores for questions

suffixed with an asterisk are not included in Theme score or OPR calculations. Further information about

the OPR and Theme scores can be found at www.yourcarerating.org.

For practical reasons, the wording of some questions has been shortened for this report. Please refer to

the survey questionnaire for the full question wording.

Throughout this home report, benchmark figures have been provided, showing the average score for the survey. Benchmarks are based on results for care homes achieving at least 5 responses for any individual

attribute. Small base sizes should be treated with caution.

Please note the following technical details:

• OPR and theme scores are shown out of a possible total of 1,000.• Percentage scores are shown out of 100%.

• Net Promoter Score (NPS) is the percentage of respondents rating their likelihood to recommend the

care home to friends and family as 9 or 10 out of 10, minus the percentage rating their likelihood to

recommend the care home as 0 to 6 out of 10 (e.g. if 50% of respondents answer 9 or 10, and 30%

answer 0 to 6, the NPS is +20).• Data are unweighted.

• Responses are shown for all valid responses (excluding blank responses to questions).

• Where figures do not add up to 100%, this is due to computer rounding.

• Combined figures are based on the constituent parts (e.g. % agree = % strongly agree + % tend to

agree). These figures are also subject to the effect of rounding.• An asterisk indicates a score less than 0.5%, but greater than zero.

14 response(s) from residents41 response(s) from family and friends

Lanercost House Care Home

Results are based on:

This home report provides a breakdown of results for:

http://www.yourcarerating.org/

© Ipsos MORI and Your Care Rating – all rights reserved

Documents

2016 survey results Lanercost House Care Home · 2018-11-21 · 5 Benchmarking results Family & friends’survey measures Your 2016 result YCR average Your result vs. YCR average