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Your Care Rating: benchmarking
your service and improving quality
Lewis Hill and Lizzie Copp
16 June 2015
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Consistently negative views on social care
Q. To what extent, if at all, do you agree with the following statements?
100
90
80
70
60
% 50
40
30
20
10
0
% agree
My local authority is providing people in this area with good social care services
Overall, local authorities in England are providing good social care services
The government has the right policies for social care in England
43
36
25
Base: Adults aged 16+ in England (c. 1000 per wave)
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Source: Ipsos MORI/DH Perceptions of the NHS Tracker
Influence of media coverage…?
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Care Act has placed more emphasis on personal
choice, control, individual well-being
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Understanding customer perceptions all the more
important in this context
Celebrating success
Giving residents a voice
Enabling public choice
Driving quality improvements
Benchmarking on a range of measures
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How have we got to where we are now?
2015
2013 results made
publically available for
the first time
2014
2013 survey conducted – number
of participating providers more
than doubles to 32
2013
2012
2011
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Ipsos MORI commissioned – pilot
survey and first mainstage survey
conducted
Your Care Rating steering group formed
after Castleoak Innovation Exchange
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How Your Care Rating works…
Annual
Syndicated
National
Postal self-completion survey
8 page questionnaire
Guidance and help cards
Packs to 60,000 residents in more
than 1,000 care homes
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…and who took part in 2014
29 providers
1,034 care homes
21,300 residents
36% response rate (unadjusted)
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The importance of staff and care in driving satisfaction
Overall satisfaction with
standard of care home
Staff and care
Home
comforts
Choice and
having a say
Quality of life
Source: Ipsos MORI
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Overall Performance Rating and Theme Scores
Overall performance rating
2014: 872
2013: 871
Staff and
care
2014 871
2013 869
Home
comforts
852
852
Choice and
having a say
854
852
Quality of
life
922
923
Source: Ipsos MORI
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Staff and care – positive views, but some variation
Q. To what extent do you agree or disagree with each of the following...?
% Strongly agree
% Tend to disagree
% Tend to agree
% Strongly disagree
% Neither
Agree
72
Treated with kindness, dignity, respect
26
2
97%
Happy with care and support
67
29
3
96%
Staff capable of providing care
65
31
3
96%
Staff understand me as an individual
62
32
4
94%
Access to doctors, nurses, dentists
63
29
52
92%
Staff sensitive
53
38
63
91%
Staff dealing with complaints/concerns
54
35
8 2
89%
Staff usually available
52
38
6 4
89%
Staff have time to talk to me
45
40
6 7
86%
Source: Ipsos MORI
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Verbatim comments to help understand opinion
Q. Are there any comments you would like to make on the above?
“Improved communication
between shifts of carers to
provide greater continuity of
care and pass information
over”
“At times there are not
enough staff, so more
time could be spent
dealing with residents”
“There is a staff shortage
so waiting cannot be
helped”
“The staff are lovely and make
me feel very welcome… They
always stay calm, caring and
responsive”
Source: Ipsos MORI
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YCR gives you intelligence to help you drive change
Showing homes for an example provider and the variation in OPR scores from
the provider average
+64
Home A
+25
Home H
+23
Home F
+9
Home G
Identifying development
areas for homes with room
for improvement
-4
Home I
Home D
-29
Home E
-92
-100
Provider average sets
internal benchmark
Home J (0)
-27
-150
Celebrating success for
above-average homes
+16
Home C
Home B
-50
0
50
100
150
Source: Ipsos MORI
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Driving service improvement at the care home level…
“Results have been displayed in the homes and
discussed at resident meetings… managers have
been encouraged to consider how their home
could improve results next time”
“We have an action plan in place to further
involve the residents with their choices… I
found the results encouraging and they have
been used to promote staff morale”
•
Reports are available on the YCR website – public can access the results
•
Helps to demonstrating your commitment to improving service
•
Many homes using reports in CQC inspections – useful compliance tool
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…while also gives you a sense of where you sit among
other participating providers
Overall Performance Rating (OPR) by Provider
955
938
935
924
918
916
913
913
909
906
901
896
895
892
889
887
884
883
881
877
876
872
867
863
857
856
853
849
845
Top six performing
providers are ‘small’ (8
or fewer homes)
Next six providers are
‘medium’ (between 10
and 40 homes)
Source: Ipsos MORI
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YCR helping providers respond to some of these
challenges
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Congratulations! North better than the South
Overall Performance
Rating scores by UK
region
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Your Care Rating 2015
2015
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•
Deadline for 2015 sign up is Monday 13 July
•
Fieldwork begins on 17 August
•
Survey expansion and development (relatives,
volunteering networks etc)
Thank you – any questions?
[email protected]
[email protected]
More details at www.yourcarerating.org
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