This Policy summarises the arrangements within the Organisation for assessing the satisfaction of the service user (as the principal service user) and relatives / family regarding the Care Services provided. This will provide an essential indicator regarding the Organisation’s achievement of its Quality objectives:
1. Monitoring service user satisfaction is considered to be an important indicator as to whether the Organization is achieving its objectives in delivering a quality Domiciliary Care service. The Organization will attempt to monitor this through the use of questionnaires which will be distributed to service users and visitors.
2. SERVICE USERS' QUESTIONNAIRE:
2.1 The questionnaire will be completed by the nominated Care Worker or a member of the Senior Care Staff by interviewing the service user and recording the responses on the relevant questionnaire Forms.
2.2 As far as work-load permits it is the Organization’s objective to interview at least one service user per month. Service users will be interviewed on a rotating basis ensuring that ultimately all service users' views are obtained. Service users' relatives / families are encouraged to help in the completion of the questionnaires as they wish.
2.3 Completed questionnaires are forwarded to the Domiciliary Care Services Manager for assessment and are reviewed at Staff Meetings.
2.4 Summaries of the questionnaire will be reviewed at the 6-monthly Quality System Management Review Meetings in respect of any action that may be required and in assigning responsibilities and target dates, ref. Policy No 2203.
3. FAMILY QUESTIONNAIRE:
3.1 The questionnaire will be offered to a service user’s relative or family member for completion. It is the Organization’s objective to request a minimum of two questionnaires per month.
3.2 Completed questionnaires are forwarded to the Domiciliary Care Services Manager for assessment and are reviewed at Staff Meetings.
3.3 Summaries of the questionnaire will be reviewed at the 6-monthly Quality System Management Review Meetings as per 2.4 above.
Form No: 2-102 Service User Questionnaire