queen elizabeth court - yourcarerating.org · 2 ycr average opr: 836 your home opr: 841 the overall...

Queen Elizabeth Court

The Royal Masonic Benevolent Institution Care Company

Your Care Rating 2017/18

Care Home report

This report provides results forQueen ElizabethCourt.

The report is based on responses to theYour CareRating (YCR) surveys as follows:34 response(s) from residents27 response(s) from familymembers and friends

2

YCR Average

OPR: 836

Your Home

OPR: 841

The Overall Performance Rating (OPR) and theme scores

are out of 1000. The OPR is based on the theme scores.

Overall Performance Rating & Theme Scores

Residents’ survey

Family & friends’ survey

Staff & care

Home comforts

Choice & having a say

Quality of life

Staff & care

Home comforts

Choice & having a say

Quality of life

839

YCR Average

OPR: 878Your Home

OPR: 848

Your

2016/17

OPR: 839

823

803

925

836

785

844

907 Your

2016/17

OPR: 798

3

Net Promoter Score

(As for residents’ survey Net Promoter

Score)

Key indicators

Net Promoter Score

The % of respondents likely to recommend

their care home as 9 or 10 out of 10, minus the

% likely to recommend it as 0 to 6 out of 10

Family & friends’

survey

Residents’ survey

+34

+52

95%

82%

2016/17 2017/18

% Overall

happy living here

% Satisfied with

overall standard of the care home

90% 91%

2016/17 2017/18

% Saying home is

good at keeping

relatives informed

% Agree the

home provides

value for money

% Satisfied

with overall

standard of the

care home

93% 93%

2016/17 2017/18

60%

89%

2016/17 2017/18

67%74%

2016/17 2017/18

4

Benchmarking resultsResidents’ survey measures Your

2017/18

result

YCR average Your result

vs. YCR

average

Overall Performance Rating (OPR) 848 878 -30

Staff and care 839 877 -38

Home comforts 823 855 -32

Choice and having a say 803 863 -60

Quality of life 925 929 -4

Net Promoter Score +34 +50 -16

Overall, I am happy living here 82% 92% -10%

Overall satisfaction 91% 98% -7%

The laundry service is good 97% 90% +7%

The menu offers a good variety of choices each day 93% 86% +7%

Staff are usually available when I need them 94% 89% +5%

The staff here are capable of providing the care I

need100% 96% +4%

I can have enough of my own things around me 100% 97% +3%

I am happy with the care and support I receive 97% 95% +2%

Staff treat me with kindness, dignity and respect 97% 98% -1%

I can have visitors when I want to 97% 99% -2%

This home is a safe and secure place to live 94% 97% -3%

I have easy access to a pleasant garden/outdoor area 87% 90% -3%

My privacy is respected 91% 95% -4%

Staff understand me as an individual 90% 94% -4%

I am happy with the access I get to doctors, nurses,

dentists87% 91% -4%

I am happy with the way staff deal with any complaints

or concerns84% 88% -4%

Staff have time to talk to me 81% 86% -5%

The home is clean and tidy 91% 97% -6%

I can take part in activities/hobbies if I want to 88% 94% -6%

Staff are sensitive to how I am feeling 84% 91% -7%

I can speak to senior members of staff if I need to 84% 91% -7%

I can choose what time I get up and go to bed 83% 91% -8%

The food served at mealtimes is of good quality 80% 88% -8%

I have a real say in how staff provide care and support

to me69% 83% -14%

5

Benchmarking resultsFamily & friends’ survey measures Your

2017/18result

YCR average

Your result vs. YCR average

Overall Performance Rating (OPR) 841 836 +5

Staff and care 836 811 +25



Quality of life 907 898 +9

Overall satisfaction 93% 94% -1%

Net Promoter Score +52 +46 +6

The home keeps me well informed about my relative or

friend*89% 89% 0%

The home provides value for money* 74% 72% +2%

The home seems a happy place to live* 93% 90% +3%

I am given sufficient opportunities to comment on the running of the

home*88% 68% +20%

The overall laundry service seems good 93% 78% +15%

Staff have time to talk to my relative or friend 85% 74% +11%

The home’s facilities are suitable to meet residents’ individual needs* 100% 93% +7%

The smell of the home is generally acceptable* 96% 89% +7%

There seem to be enough staff to meet the needs of residents* 65% 58% +7%

I can speak to senior members of staff if I wish to 100% 94% +6%

My relative or friend has easy access to a pleasant garden / outdoor

area92% 86% +6%

The home acknowledges and supports my emotional needs* 83% 77% +6%

The home helps my relative or friend stay as physically and mentally

active as they can be*81% 75% +6%

Staff know my relative or friend’s needs and preferences well* 92% 87% +5%

Staff encourage my relative or friend to lead as independent a life as

they are able to*85% 80% +5%

The building and outdoor space is well maintained* 96% 92% +4%

*Asked in Family and Friends’ survey only – attribute does not contribute to OPR and Theme score calculations

6

Benchmarking resultsFamily & friends’ survey measures Your

2017/18result

YCR average

Your result vs. YCR average

The home supports my relative or friend to maintain their personal

identity*92% 88% +4%

I am aware of the procedure for making a complaint / raising

concerns*85% 81% +4%

Staff treat my relative or friend with kindness, dignity and respect 100% 97% +3%

The home seems a safe and secure place to live for my relative or

friend100% 97% +3%

I am made to feel welcome when I visit* 100% 97% +3%

Staff seem capable of providing the care my relative or friend needs 93% 90% +3%

My relative or friend can have enough of their own things around

them100% 98% +2%

Staff have a professional manner* 96% 94% +2%

Staff seem to respect my relative or friend’s personal belongings* 92% 90% +2%

I can visit my relative or friend when I want to 100% 99% +1%

My relative or friend’s privacy seems to be respected 96% 95% +1%

I can be involved in decisions about my relative or friend’s care,

including end of life care92% 92% 0%

I am happy with the access my relative or friend gets to doctors,

nurses, dentists89% 89% 0%

Food seems to meet special individual needs* 75% 75% 0%

The home seems clean and tidy 93% 94% -1%

Residents are well presented* 85% 86% -1%

I am happy with the way staff have dealt with any complaints or

concerns I have had79% 80% -1%

My relative or friend is encouraged to take part in hobbies of interest

to them if they want to74% 77% -3%

The home offers a range of activities that suit my relative or friend’s

individual needs*70% 74% -4%

The menu offers a good variety of choices each day 75% 81% -6%

I feel that staff appreciate my input into my relative or friend’s care* 81% 88% -7%

The food served to my relative or friend at mealtimes seems of good

quality73% 85% -12%

My relative or friend can choose what time they get up and go to bed 62% 77% -15%


7

Residents’ survey measures Your

2017/18

results

Your

2016/17

results

Your 2017/18

result vs. your

2016/17

result



Home comforts 823 823 0


Quality of life 925 930 -5

Net Promoter Score +34 +55 -21

Overall, I am happy living here 82% 95% -13%

Overall satisfaction 91% 90% +1%

I am happy with the care and support I receive 97% 90% +7%

The staff here are capable of providing the care I need 100% 95% +5%

The menu offers a good variety of choices each day 93% 90% +3%

I am happy with the way staff deal with any complaints or

concerns84% 81% +3%

The laundry service is good 97% 95% +2%

I have easy access to a pleasant garden/outdoor area 87% 85% +2%

Staff have time to talk to me 81% 79% +2%

I can have enough of my own things around me 100% 100% 0%

Staff treat me with kindness, dignity and respect 97% 100% -3%

I can have visitors when I want to 97% 100% -3%

Staff understand me as an individual 90% 95% -5%

Staff are sensitive to how I am feeling 84% 89% -5%

Staff are usually available when I need them 94% 100% -6%

This home is a safe and secure place to live 94% 100% -6%

I can speak to senior members of staff if I need to 84% 90% -6%

I can choose what time I get up and go to bed 83% 90% -7%

I am happy with the access I get to doctors, nurses, dentists 87% 95% -8%

The home is clean and tidy 91% 100% -9%

My privacy is respected 91% 100% -9%

The food served at mealtimes is of good quality 80% 90% -10%

I can take part in activities/hobbies if I want to 88% 100% -12%

I have a real say in how staff provide care and support to

me69% 82% -13%

Trend results

(n=34) (n=23)

8

Trend resultsFamily & friends’ survey measures Your

2017/18 results

Your 2016/17 results

Your 2017/18 result vs.

your 2016/17

result




Choice and having a say 844 809 +35

Quality of life 907 901 +6

Overall satisfaction 93% 93% 0%

Net Promoter Score +52 +33 +19

The home keeps me well informed about my relative or

friend*89% 60% +29%

The home provides value for money* 74% 67% +7%

The home seems a happy place to live* 93% 83% +10%

I am given sufficient opportunities to comment on the running of

the home*88% 46% +42%

The home acknowledges and supports my emotional needs* 83% 59% +24%

Staff have time to talk to my relative or friend 85% 63% +22%

The home helps my relative or friend stay as physically and

mentally active as they can be*81% 59% +22%

I am happy with the way staff have dealt with any complaints or

concerns I have had79% 58% +21%

I can be involved in decisions about my relative or friend’s care,

including end of life care92% 72% +20%

I am aware of the procedure for making a complaint / raising

concerns*85% 67% +18%

Staff know my relative or friend’s needs and preferences well* 92% 77% +15%

My relative or friend is encouraged to take part in hobbies of

interest to them if they want to74% 59% +15%

The home supports my relative or friend to maintain their personal

identity*92% 80% +12%

Food seems to meet special individual needs* 75% 63% +12%

There seem to be enough staff to meet the needs of residents* 65% 53% +12%

I am made to feel welcome when I visit* 100% 89% +11%


(n=27) (n=30)

9

Trend resultsFamily & friends’ survey measures Your

2017/18 results

Your 2016/17 results

Your 2017/18 result vs.

your 2016/17

result

I can speak to senior members of staff if I wish to 100% 90% +10%

The home’s facilities are suitable to meet residents’ individual

needs*100% 90% +10%

I am happy with the access my relative or friend gets to doctors,

nurses, dentists89% 80% +9%

Staff encourage my relative or friend to lead as independent a life

as they are able to*85% 77% +8%

Staff have a professional manner* 96% 90% +6%

The overall laundry service seems good 93% 87% +6%

I feel that staff appreciate my input into my relative or friend’s care* 81% 75% +6%

The home offers a range of activities that suit my relative or friend’s

individual needs*70% 66% +4%

Staff treat my relative or friend with kindness, dignity and respect 100% 97% +3%

The home seems a safe and secure place to live for my relative or

friend100% 97% +3%

Staff seem capable of providing the care my relative or friend

needs93% 90% +3%

My relative or friend has easy access to a pleasant garden /

outdoor area92% 90% +2%

Residents are well presented* 85% 83% +2%

The food served to my relative or friend at mealtimes seems of

good quality73% 71% +2%

My relative or friend can have enough of their own things around

them100% 100% 0%

I can visit my relative or friend when I want to 100% 100% 0%

The home seems clean and tidy 93% 93% 0%

The smell of the home is generally acceptable* 96% 97% -1%

My relative or friend’s privacy seems to be respected 96% 97% -1%

The building and outdoor space is well maintained* 96% 100% -4%

The menu offers a good variety of choices each day 75% 79% -4%

Staff seem to respect my relative or friend’s personal belongings* 92% 100% -8%

My relative or friend can choose what time they get up and go to

bed62% 73% -11%


(n=27) (n=30)

10

100%

97%

93%

87%

80%

93%

93%

75%

92%

73%

Staff are capable of providing the care

needed

Good laundry service

The menu offers a good variety of

choices each day

Easy access to a pleasant

garden/outdoor area

Good quality food

94%

91%

100%

93%

Safe and secure place to live

Clean and tidy home

97%

91%

81%

100%

96%

85%

Treated with kindness, dignity and

respect

Privacy is respected

Staff have time to talk

100%

97%

88%

84%

83%

100%

100%

74%

100%

62%

Can have enough of own things around

them

Can have visitors/visits when wanted

Can take part in hobbies if wanted

Can speak to senior staff

Can choose what time to get up and go

to bed

Caring

Effective

Safe

Responsive

Well led87%

84%

89%

79%

Happy with access to doctors, nurses,

dentists

Happy/satisfied with the way staff

deal(t) with complaints/concerns

Family & friends’ survey –

% strongly/tend to agree

Residents’ survey –

% strongly/tend to agree

This page presents results for this care home on comparable measures between theresidents’ and family and friends’ surveys (not all attributes are shown), in alignment withregulator themes (informed by the inspection framework introduced by CQC in England).

These results reflect the views of residents and family members and friends. They do notreflect results of regulator inspections or reports (nor are they endorsed by any of the

national regulators covering England, Wales, Scotland and Northern Ireland).

Comparisons by regulatory themes

11

Staff & care Theme score:

Residents’ survey YCR average: 877

839

77

61

60

60

58

48

34

31

22

19

39

30

27

39

45

50

53

59

3

7

3

3

3

13

13

3

10

13

3

6

3

3

Treated with kindness, dignity

and respect

Staff capable of providing

care

Staff understand me as an

individual

Happy with access to doctors,

nurses, dentists

Happy with care and support

Staff are available when

needed

Staff dealing with complaints

and concerns

Staff are sensitive to how I am

feeling

Staff have time to talk to me

% Strongly agree % Tend to agree % Neither % Tend to disagree % Strongly disagree

12

73

53

40

30

23

38

40

63

3

6

3

3

17

7

The laundry service is good

The home is clean and tidy

The food served at mealtimes

is of good quality

The menu offers a good

variety of choices each day


Home comforts Theme score:

Residents’ survey YCR average:

Choice & having a say795Theme score:

YCR average:

855

823

863

803

83

59

55

31

3

25

28

38

3

9

3

16

7

6

10

16

3

3

I have easy access to a pleasant

garden/outdoor area

I can speak to senior members

of staff if I need to

I can choose what time I get up

and go to bed

I have a real say in how staff

provide care and support to me


13

Quality of life Theme score:

Residents’ survey YCR average: 929

85

81

79

72

63

12

19

15

19

25

3

6

9

9 3

I can have visitors when I

want to

I can have enough of my own

things around me

This home is a safe and

secure place to live

My privacy is respected

I can take part in

activities/hobbies if I want to


925

14

Staff & care

Family & friends’ survey

Theme score:

YCR average:


811

836

74

63

62

59

59

52

50

50

48

46

42

35

35

31

26

22

31

41

37

41

35

29

41

38

42

58

50

35

7

8

4

4

17

7

8

13

4

8

15

7

4

4

4

12

4

4

4

8

4

12

4

4

4

I am made to feel welcome when I visit*

Residents are well presented*

Staff respect my relative or friend's personal

belongings*

Residents treated with kindness, dignity and

respect

Staff have a professional manner*

Staff seem capable of providing the care

needed

Aware of procedure for making a

complaint/raising concerns*

Staff have satisfactorily dealt with complaints

and concerns

Happy with access to doctors, nurses, dentists

Residents encouraged to lead as independent

a life as possible*

The home supports my emotional needs*

Staff know my relative or friend's needs and

preferences well*

Staff have time to talk

There are enough staff to meet the needs of

residents*

% Strongly agree % Tend to agree % Neither

% Tend to disagree % Strongly disagree % Don't know

15

Home comforts Theme score:

YCR average:Family & friends’ survey


810

785

73

67

63

63

62

35

17

23

26

33

30

38

38

58

4

7

4

4

8

7

12

13

8 4

4

The building and outdoor space is

well maintained*

The home seems clean and tidy

The smell of the home is generally

acceptable*

The laundry service seems good

The home's facilities are suitable

to meet residents' needs*

The food served at mealtimes

seems of good quality

The menu offers a good variety of

choices each day



16

65

59

56

52

50

46

42

39

38

27

41

36

40

31

15

33

30

50

4

4

8

12

15

13

22

8

4

8

19

4

4

4

4

4

4

4

4

My relative or friend has easy access to a

pleasant garden/outdoor area

I can speak to senior members of staff if I

wish to

I can be involved in decisions about my

relative or friend’s care

The home supports my relative or friend to

maintain their personal identity*

Staff appreciate my input into my relative

or friend's care*

My relative or friend can choose what time

they get up or go to bed

Special food needs are met*

The home offers a range of activities that

suit my relative or friend’s needs*

I am given sufficient opportunities to

comment on the running of the home*



Choice & having a say Theme score:



847

844

17

78

74

70

59

52

46

43

22

26

30

37

41

35

30

7

12

22

4 4

4

4

I can visit my relative or friend when I want

to

Residents can have enough of their own

things around them

The home seems a safe and secure place

to live

My relative or friend's privacy is respected

The home seems a happy place to live*

My relative or friend is helped to stay as

physically and mentally active as they can

be*

My relative or friend is encouraged to take

part in hobbies of interest if they want to



Quality of life Theme score:



898

907

18

Explanatory notes

Your Care Rating is conducted on behalf of care home providers by leading market research organisation, Ipsos MORI. It covers care homes that primarily serve older people (aged 65+). However,

where younger adults live in such care homes, they are also included.

Overall, 25 care home providers participated in the Your Care Rating Residents’ survey in 2017/18. A total

of 16,784 residents took part in the survey across 820 care homes. The survey was conducted between early September and late October 2017. 15 care home providers participated in the Your Care Rating

Family and Friends’ survey in 2017/18. A total of 12,068 family members and friends of residents took

part in the survey across 686 care homes. The survey was conducted between October and November

2017, with responses completed online or using a paper-based questionnaire. Trend data is shown for

care homes that took part in 2016/17 (receiving 5 or more responses).

Results are presented across a range of aspects asked about in the Your Care Rating survey (such as the quality of food and availability of staff). In addition, an Overall Performance Rating (OPR) and four Theme

scores are presented.

The OPR is derived from the survey results using rigorous statistical methods, and is designed to be

easily accessible to a range of audiences. The OPR is calculated based on the four Theme scores, which themselves are calculated based on results for individual aspects. In order to enable comparison of the

Theme and OPR scores between the Family & Friends’ and the Residents’ surveys, only questions which

are comparable across both surveys are included in the calculations of these scores. Scores for questions

suffixed with an asterisk are not included in Theme score or OPR calculations. Further information about

the OPR and Theme scores can be found at www.yourcarerating.org.

For practical reasons, the wording of some questions has been shortened for this report. Please refer to

the survey questionnaire for the full question wording.

Throughout this home report, benchmark figures have been provided, showing the average score for the survey. Benchmarks are based on results for care homes achieving at least 5 responses for any individual

attribute. Small base sizes should be treated with caution.

Please note the following technical details:

• OPR and theme scores are shown out of a possible total of 1,000.• Percentage scores are shown out of 100%.

• Net Promoter Score (NPS) is the percentage of respondents rating their likelihood to recommend the

care home to friends and family as 9 or 10 out of 10, minus the percentage rating their likelihood to

recommend the care home as 0 to 6 out of 10 (e.g. if 50% of respondents answer 9 or 10, and 30%

answer 0 to 6, the NPS is +20).• Data are unweighted.

• Responses are shown for all valid responses (excluding blank responses to questions).

• Where figures do not add up to 100%, this is due to computer rounding.

• Combined figures are based on the constituent parts (e.g. % agree = % strongly agree + % tend to

agree). These figures are also subject to the effect of rounding.• An asterisk indicates a score less than 0.5%, but greater than zero.

34 response(s) from residents27 response(s) from family and friends

Queen Elizabeth Court

Results are based on:

This home report provides a breakdown of results for:

http://www.yourcarerating.org/

© Ipsos MORI and Your Care Rating – all rights reserved

By taking part in the Your Care Rating survey, care providers are

demonstrating very tangibly their commitment to:

• Hearing the views of residents, family members and friends

• Improving further the quality of their services

To recognise this, Your Care Rating will allow them to use the

Quality Mark.

For further information visit www.yourcarerating.org

queen elizabeth court - yourcarerating.org · 2 ycr average opr: 836 your home opr: 841 the overall...

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