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RELATIVES SATISFACTION
WITH CARE PROVIDED
3.6
Food
3.6.1 Satisfaction with
food service
When respondents were asked
to rate their satisfaction with various aspects of the food
service, most were either satisfied or very satisfied (table
3.6). However, relatives of individuals in residential homes
were more satisfied with each of the various aspects, in
particular the presentation of meals and the variety of
menus.
Table 3.6 - Satisfaction
with various aspects of the food service
| |
Overall
|
Nursing Homes
|
Residential Homes
|
| |
Very satisfied
|
Satisfied
|
Very satisfied
|
Satisfied
|
Very satisfied
|
Satisfied
|
| Flexibility of meal times |
42%
|
47%
|
37%
|
52%
|
49%
|
42%
|
| Variety of menus |
41%
|
48%
|
36%
|
51%
|
49%
|
43%
|
| Portion sizes |
43%
|
48%
|
38%
|
53%
|
51%
|
42%
|
| Presentation of meals |
44%
|
47%
|
37%
|
51%
|
53%
|
41%
|
| Quality of food |
45%
|
44%
|
38%
|
49%
|
53%
|
38%
|
| My mother requests a very limited
diet, often not what is on the menu and her requests
are granted regularly. She is 94 and blind. |
Reasons for dissatisfaction
with the meals provided included:
- lack of variety
- poor quality of food
- hot meals served cold
|
I don't think the quality of food is as good as it
ought to be. They buy cheap cuts of meat, like sausages,
all the time.
Food variety is poor, portions are miserly.
|
3.6.3 Dietary requirements
Fifty-five per cent of those
resident in nursing homes and 47% of those resident in residential
homes had special dietary needs, including diabetic or low
fat diets, or soft foods. Three-quarters of these respondents
stated these needs were always met (figure 3.7).
Figure 3.7 - Meeting of
dietary requirements
The difference between the
proportions of residents in nursing and residential homes
requiring pureed food may reflect the nature of care provided
in each setting (41% and 22% respectively). While 43% of
respondents stated that the portions of pureed food were
served separately, 46% did not know.
| The only thing I think could improve
is the provision of separate (where possible) portions
of vegetables and meat pureed, rather than all pureed
together. This would give more selection and flavour.
|
3.6.4 Assistance needed
to eat
Forty-five per cent of residents
in nursing homes and 17% in residential homes required assistance
to eat. Those in nursing homes needed more assistance (table
3.7).
Table 3.7 - Type of assistance
needed to eat
| |
Overall
|
Nursing Homes
|
Residential Homes
|
| Needs fed |
51%
|
56%
|
32%
|
| Special aids |
10%
|
11%
|
8%
|
| Encouragement |
54%
|
50%
|
69%
|
The majority of individuals
requiring this assistance received it (80%). However, a
lower proportion of respondents (71%) felt that their relative
always received the encouragement to eat, which they needed.
| I would like to see more care and
attention to dietary needs. I would in particular express
concern on the lack of encouragement to eat. During
one stay in hospital, staff informed me my relative
was undernourished. |
3.7 Environment
While the majority of respondents
were satisfied with the environment of the Homes, the environments
of residential homes were rated more highly than those of
nursing homes (table 3.8). Satisfaction with the freshness
of the Homes was lower than for the other aspects.
Table 3.8 - Satisfaction
with various aspects of environment of the Homes
| |
Overall |
Nursing Homes |
Residential Homes |
| |
Very satisfied |
Satisfied |
Very satisfied |
Satisfied |
Very satisfied |
Satisfied |
| Cleanliness |
65% |
31% |
58% |
36% |
74% |
25% |
| Tidiness |
65% |
32% |
58% |
38% |
75% |
25% |
| Decorative Order |
64% |
32% |
57% |
38% |
73% |
24% |
| Freshness |
58% |
32% |
51% |
34% |
67% |
29% |
Causes of dissatisfaction
included, the smell of urine and general disrepair of Homes.
|
Had to ask for carpet to be removed
and to be replaced with a more hygienic covering and
I had to place air fresheners in the room.
The Home needs freshened up and decorated,
nice pictures would help. The residents' lounge is
very drab.
|
3.8 Input
to Care
3.8.1 Procedure to make
suggestions
Homes can promote openness
by giving residents and relatives the opportunity to make
suggestions about care practices. Over half of respondents
(58%) stated the Home provided such opportunities. Mechanisms
for making suggestions included suggestion boxes/ books,
meetings and residents groups (figure 3.8).
Figure 3.8 - Methods used
to make suggestions
Suggestion boxes/books were
found to be more widely used in nursing homes, while residents
groups were largely only found in residential homes.
|
The Home has regular meetings to keep you informed
of what is happening in the home of your relative.
I am always very well received at the Home. The
staff are very caring and the matron is an excellent
matron, who values and listens to any suggestions
I may make.
There have been occasions when staff have been informed
on matters relating to my relative and no action has
been taken, the matter has been dropped or forgotten.
|
3.8.2 Complaints
Over one-third of respondents
would talk to matrons of nursing homes or senior staff of
residential homes if they had a problem with the care their
relative was receiving. Other respondents stated they would
speak to nursing staff or their relatives' key worker.
Overall 12% of residents had
expressed dissatisfaction with the care or treatment received
in the Home, and 12% of relatives admitted that they had,
at some time, been concerned with the care their relative
was receiving. A higher proportion of residents and relatives
had concerns about the care provided in nursing homes.
Causes of dissatisfaction
included:
- delays in responding to call
bell
- insufficient care
- lack of information
- shortage of staff
- poor staff attitude
- baths infrequent
- more frequent toileting necessary
|
Call buzzers often left unanswered for long periods
of time.
On a day to day basis not a complaint, but my mother
was taken on a day out and was sick but we were not
informed of this and found out by accident later.
We feel that we are not advised always if she has
been unwell.
Staff do not seem to communicate enough with my relative
who is not able to speak or ask questions or say if
they require attention. Sitting all day alone, from
their chair to the dining table and to bed after teatime
- lonely existence.
I would like to be informed at the time if my relative
is on medication. This does not happen.
|
Of those who had spoken to
a member of staff regarding their concerns, 68% were satisfied
with how they had been dealt with (67% in nursing homes
and 72% in residential homes).
|
Once I complained that my mother was feeling lonely
and I noticed that the staff sat and talked to her
even though she could not hear them.
When I go to complain about my mother's care, especially
when I visit and she is all messed up, they don't
be pleased at me drawing attention to her.
|
Only 40% of respondents stated
they had been given a copy of the Home's complaints procedure.
The results of this survey are similar to those found in
the surveys previously undertaken by the R&I Unit.
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