1. Results of Relief Care Client Survey January 2012 Survey Completed December 2011

2. Headlines 65 questionnaires were sent out to clients 31 people responded (48% response rate against 76% last year) 26 rated the service as Excellent the remaining 5 rated it as Good 26 said they were always consulted about any changes to their care plan/service All 31 said they were always treated with respect and dignity All 31 said that we respected their culture, race and religion All 31 said that we supported them to maintain their independence and autonomy 74% of Carers always take their respite break 84% of Carers said the amount of time we provided for their respite care met with their expectations There were no written complaints during the last 12 months

3. How would you rate the service that you receive?

4. Does your Care Worker arrive at the allocated time?

5. Does your care worker stay for the allocated amount of time?

6. Does your Care Worker carry out all the tasks as stated on your care plan?

7. Do the Care Workers notice any changes in your health and wellbeing and act in your best interest?

8. Do the Care workers respect your culture, religion or race?

9. Do the Care workers understand any illness or disability that you may have?

10. Are you treated with dignity and respect?

11. Are we supporting you to maintain your independence and autonomy?

12. Are you provided with all the information that you need about our Care services and charges?

13. Are you asked about your wishes, preferences and choices to meet your needs in relation to your Care?

14. When you speak to office staff, including the out of hours manager, are they polite and helpful?

15. Do you know how to make a complaint/compliment about our services?

16. During the last 12 months have you made a written complaint/compliment?

17. If you have complained was the matter resolved satisfactorily?

18. Do you always take your respite break?

19. Does the amount of time the Care worker is there allow you enough time to pursue your pastime?

20. Do you need more respite time to allow you to pursue your pastime?

21. Does the amount of time we provide your respite care meet with your expectations?

22. I am very happy with the service I receive from my carers. They are all pleasant, mature ladies with whom I get on well. The support offered to my parents has been great I do not need to know how to make a complaint – I have no problems thank you Sometimes I think the Care staff ask too much whether they should do a task or not. Given my mother’s condition sometimes it would be best just to get on with it. (I understand that you can’t do anything against her will but sometimes she needs a little persuasion!) I should probably have written to say “Thank you!” I would like to be assured that in future if I would like to increase the amount of respite care that I require, this will be the same high quality that I currently receive Have no complaints Consider a 45 minute visit as ½ hour can be too short and 1 hour too long All fine so far, no problems. I have had Swindon Carers Centre for a while and always found them very helpful. Comments or suggestions about the Relief Care Service

23. A Carer kindly comes in to look after my husband the 3 mornings I work, it would be very helpful to be able to have an hour to myself to go shopping or have a hobby, knowing someone would be checking on him to ensure he is safe I don’t like the uniform the Carers wear, it should be the service user’s choice whether or not they want to the carer to wear a uniform or not. It looks like a nurse taking out a patient, I prefer it to look like a friend taking out a friend My Mum is very happy with the service she gets from Helena Martin and always has been and so am I Comments or suggestions about the Relief Care Service (Cont’d)

24. In Conclusion Returned questionnaires down 28% to 48% Respondents rating service as excellent up 17% to 84% Respondents rating service as good down 17% to 16% Respondents treated with respect and dignity up 5% to 100% Respondents consulted regarding changes down 3% to 84% Respondents provided with all relevant information down 1% to 94% Care workers arriving on time up 21% to 97% Care workers staying for allocated time up 5% to 100% Care worker carrying out tasks as per Care Plan up 17% to 94% Care workers noticing changes in health and wellbeing of clients up 18% to 90% Care workers respecting culture, race, religion up 10% to 100% Care workers managing illness or disability of clients up 20% to 100% Care workers supporting Service User independence and autonomy 100%

25. In Conclusion (Cont’d) The following are new questions for Carers to answer – only 19 responded: Do you always take your respite break? 74% Does the amount of time the Care worker is there allow you enough time to pursue your pastime? 68% Do you need more respite time to allow you to pursue your pastime? 58% Does the amount of time we provide your respite care meet with your expectations? 84%