1. QUALITY CONTROL RESULTS 2010

2. QUESTION ASKEDYESNO 1.How long have you received service? <6 months 6-12 months >12 months 5 15 2. Did a supervisor conduct an assessment prior to care starting? 173 3. Has care plan been updated since service started?146 4. Are carers trained & competent to meet your needs? 18 5. Do you have a team of regular carers? 164 6. Are the carers courteous? 19 7. Do the carers respect privacy & dignity when carrying out personal tasks? 19 8. Do carers arrive at the specified time? 146 9. Do carers stay the specified amount of time?164

3. 10. Do carers consult with you about any particular needs you have on each visit? 164 11. Are you informed if the carer is going to be late? 106 12. If you contact the office is your call dealt with promptly and courteously 180 13. Do you know how to contact agency out of hours? 181 14. If you have used out-of-hours service did you get a prompt response? 112 15. Was your enquiry dealt with satisfactory? 101 16. Are you satisfied with the service you receive from Carewatch? 200 17. Do you have any concerns or worries about the service you receive that you would like to discuss? 316 18. Do you know who to contact if you have a complaint? 132 These results are based on 20 out of 50 service users who returned the survey.

5. Below is a diagram reflecting the remaining questions asked.

6. COMMENTS ‘The two ladies I have in the morning on the weekday are very efficient, caring and very friendly. They make me and my family feel at ease with them and I am very grateful’. ‘Mostly problems of varying times of arrival’ ‘Service has improved’ ‘We are very satisfied’ ‘We are very happy with the service given. We do appreciate that sometimes carers will be a little late due to traffic ect. Overall thank you for your time, patience and kindness’ ‘I am very pleased and being looked after well’ ‘I am very satisfied with my carer and I would not want to loose her’ ‘Very pleased with your services’