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RELATIVES SATISFACTION
WITH CARE PROVIDED
2 Methodology
2.1 Introduction
For the past three years the
R&I Unit have undertaken a survey to collect information
on relatives' views of the care provided in a sample of
nursing and residential homes. The results of these surveys
have been outlined each year in the R&I Unit's annual report.
However, the samples were limited. In this joint project,
it was agreed to undertake a large-scale survey to provide
baseline information on relatives' views about the standards
of service provided within these Homes.
2.2 Research Design
A postal survey of relatives
of individuals resident in nursing and residential homes
in the EHSSB area was undertaken in February 1999. A list
of relatives was requested from the management of each nursing
and residential home in the EHSSB (appendix 1). There are
121 nursing homes and 176 residential homes in the EHSSB
area.
In total, 63 nursing homes
(52%) and 85 (48%) residential homes responded to this request,
and a list of these homes is presented in appendix 2. To
ensure that these lists were accurate, the homes informed
the R&I Unit, of any changes of residents or deaths prior
to the survey being administered. To protect confidentiality
the lists of relatives were supplied to the R&I Unit, and
the EHSSC did not have access to these.
A questionnaire (appendix
3), developed by the EHSSC was piloted before being sent
to each identified relative. The questionnaire covered the
following topics:
- quality of care provided
- activities available
- staff attitude
- satisfaction with food
- home environment
- carer input to care
A covering letter was sent
by the R&I Unit with each questionnaire (appendix 4) and
assured relatives of total confidentiality. There were no
personal identifiers on either the covering letter or the
questionnaire. A reference code to allow identification
of the type of home was included on the questionnaire. Freepost
envelopes, addressed to the EHSSC, were enclosed for ease
of return.
Three thousand six hundred
questionnaires were posted to identified relatives, and
1841 usable questionnaires were returned. In total 87 questionnaires
were returned for reasons such as incorrect address, relative
in home now deceased and not being a next of kin to any
individual living in a home. Table 2.1 shows the breakdown
of the sample and the effective response rate.
Table 2.1 - Response to
survey
| Total issued |
3600
|
| Usable returns |
1841
|
|
Incorrect addresses
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74
|
| Deceased |
4
|
| Not next of kin |
9
|
| Total response |
1928
|
| Response rate |
54%
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2.3 Data Analysis
The returned questionnaires
were coded and entered into SPSS for Windows by MRNI (Market
Research Northern Ireland), prior to analysis. The method
of analysis used varied, depending upon the type of question
used in the survey:
- precoded questions were entered
into SPSS. 'Other' responses were grouped into broad categories
and also entered into the package;
- open ended question responses
were grouped into broad categories and entered into the
package;
- comments at the end of the questionnaires
were typed up verbatim and are presented in appendix 5.
2.4 Project Difficulties
| 1 |
The project aimed to survey
the relatives of residents in all nursing and residential
homes in the EHSSB, however, a number of homes (58 nursing
and 91 residential) did not provide the contact details
of relatives. The relatives of individuals in these
Homes could therefore not be included in the survey.
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| 2 |
Some proprietors appeared
to be suspicious of the survey and chose not to participate.
There was a perception, by some, that the survey would
encourage complaints. |
| 3 |
The survey aimed to investigate
satisfaction with care provided in Homes by contacting
the relative of each resident. However some residents
did not have an identified next-of-kin who could participate. |
| 4 |
The accuracy of next-of-kin
details held by some Homes is questionable. A number
of questionnaires were sent to non-existent addresses,
or to individuals who were a relative rather than next-of-kin.
Eighteen per cent of questionnaires sent to the next-of-kin
from one nursing home were returned by the post office,
as the person was 'not known' at the address. |
| 5 |
An unexpected difficulty
arose with individuals who had more than one family
member resident in a Home, they were therefore unsure
for which Home they were completing the questionnaire.
The reference code on the questionnaire was used to
identify the Home in question. |
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