We record our customers’ views about our service during visits, reviews, supervisions, correspondence and meetings.  Our testimonials page records compliments and complaints.

 

At least once a year we send customers, or their representatives, a customer survey questionnaire.  There is a tear off slip at the bottom of the questionnaire so that they may remain anonymous, should they wish to do so.

 

The last survey was sent in April 2013.  The questions asked, align with the Key Performance Indicators that we report against to the Surrey County Council.  Customers did not always answer every question.  Five customers were not satisfied with every aspect of our service and each of these complaints is followed up.  All customers, including these five, are satisfied with our service, overall.

 

The results were:

 

1.   Overall – are you happy with the service we provide?

      (all satisfied)

2.   Do we help you to maintain your independence?

      (all satisfied)

3.   Does our service help you to stay safe?

      (all satisfied)

4.   Does our service help you to be part of a community and avoid social isolation?

      (all satisfied)

5.   Overall – do carer workers arrive on time?

      (two not satisfied)

6.   Do carer workers stay the allocated time in your care plan?

      (two not satisfied)

7.   Do you have regular carer workers?

      (three not satisfied)

8.   Do the carer workers carry out the tasks on your care plan?

      (all satisfied)

9.   Do the carer workers treat you with respect and dignity?

       (all satisfied)

10. Do the carer workers respect your privacy?

       (all satisfied)

11. Do we support you to eat and drink well?

       (all satisfied)

12. Are the on-call staff helpful in answering your queries?

       (all satisfied)

 

 

Surrey Care Association Awards

We are very proud to have received the following awards:

'2013 Care Provider of the Year' - Everyone
'2012 Manager of the Year' - Lilly
'2012 Beyond the call of duty' - Ellen

Two offices – one telephone number
All enquiries:-

Tel. 01483 899 350


Unit 15
Bramley Business Centre
Station Road
Bramley
Surrey
GU5 0AZ

Unit 4
The Post House
Kitsmead Lane
Longcross
Chertsey
Surrey
KT16 0EG