The STEP Service Is Dedicated to Ensuring It Provides a Quality Service for All of Its

Introduction

The STEP service is dedicated to ensuring it provides a quality service for all of its users. In order to achieve this, the service adheres to a quality assurance framework which states that all service users should be given the opportunity to appraise the service they receive; one of the ways in which this is accomplished is in the form of a satisfaction survey distributed at the end of every intervention. The results from the surveys are not purely used to benchmark service user satisfaction, but also to celebrate and learn from areas of good practice and identify areas in need of further improvement.

The following report illustrates the customer satisfaction survey responses received between January 2015 and December 2015, for the service as a whole and broken down per areas for additional comments.

Overall during the 12 month period STEPS closed 2163 completed interventions, of these Service Users, 1200 returned surveys, equating to a return rate of 55%. Of these 97% agreed to have been satisfied with the level of care and support provided during their time with STEPS and 86% felt they could do more for themselves since their STEPS intervention.

Where individuals were not satisfied with the service and/or made comments for improvements these were investigated and responded to appropriately.

The most common comments made for not being satisfied with the service were in relation to the provision only lasting for up to 6 weeks or the Service user feeling they were not really appropriate for Reablement type support, instead favouring the more traditional caring role of a Homecare agency due to their condition.

The most frequent suggestion for service improvements was in relation to consistency of staff members, which is a factor Service Managers are fully aware of and closely monitoring.

Overall, the vast majority of comments received on returned surveys were extremely positive in nature and very complimentary about the Support workers who provided the care and support as well as the Team Leader’s co-ordinating the provisions.

Section 1 – Service user Information

Team:

Gender:

Age Range:

Section 2 – As the service started:

During the Service:

After the Service:

Additional Comments:

Bodmin

I found the carers very pleasant and helpful and were very good on appointment times also very patient.
Steps carers were always cheerful, chatty and on time. Their help was, just as the name suggests - a stepping stone to help me from the restrictions of 7 weeks in hospital to having the confidence to carry out the necessary washing and dressing on my own. An extremely well run organisation - thank you all.
Everyone is very kind and have all helped me regain my confidence. Thank you very much.
I have filled this survey out on behalf of my mother. We have both been so impressed with the care provided by the Steps Team. The professionalism and dedication shown to Mum and the kindness given has been outstanding. We would have been lost without you all!
After leaving hospital my confidence was quite low and I did not know how my immediate future would be. Your staff helped me by being friendly, professional and knowledgeable and instantly likeable and to all of the girls who visited a massive Thank You! It was good to have the same girls for a few days at a time and in my case, Maria, Pam, Sue, Tracey, Cara, Lorraine, a big thank you and thanks so much for your information. They restored my confidence, helped my wife cope with an unknown situation and cuddled the dogs.
Each one of the Steps team was kind and helpful to me and I've appreciated this. Many thanks.
The Steps Workers were all very pleasant ladies, always arrived on time, some worked better than others but all had a high standard of work, very satisfied to have met them all. The travelling distance some had to come seemed very badly organised (our view not theirs) they had to travel several miles to get to us must be some near all the time?!
At my age it was hard to have to have someone help me shower, but I was treated with respect and not embarrassed they were so nice and helpful I would sing their praises out to anyone, I am grateful and I can't thank them enough from all the top of the team to the bottom, polite and supportive.
Efficient, cheerful carers. Fantastic Service!
All carers very good and well-mannered and helpful and very well attired.
Satisfactory.
Steps and all the people that work for them are fantastic carers. They have attended me before and are all very smart and caring.
Steps have been excellent all the way. My mother found the carers were all very nice and efficient people. We hope that Steps continues into the future as they do a great service. We both wish everyone connected with Steps a good future.
I entered into this plan wholeheartedly. I would say that at the end, although the exercises were beneficial, I do not believe they achieved for me what I had hoped. My balance is still what it was like at the very beginning. I shall now go back to my doctor to see if other help might be available.
Very nice people
This package has enabled my early discharge from hospital to my home. I have recovered well in my own environment and have gradually been able to increase the things that I do. I am very pleased with the level of service and professionalism of the staff.
The girls who came were all most pleasant and helpful. It would appear the girls are not given enough time between calls. They do as much as possible in a short time.
The carers were all very pleasant, kind and helpful to me. I shall miss them.
My husband and I were very impressed with all the carers who came to use and gave us both confidence in helping me to recover from my accident it was a happy and pleasant experience to have them supporting us.
I've been very happy with the Steps team. They were all lovely people and helped me recover. Many thanks.
The Steps girls were a tremendous help and always managed to get me walking with a frame. Even when I was awkward. The girls were always very kind and willing to listen.
They were all wonderful to me. Many thanks.
I would like to say a very big thank you to Jasmine and all my carers for looking after me so well since my dear husband died. I know I was not very co-operative during my illness but you all showed me such care and concern which helped me to get back on my feet again. I now feel so much more confident and able to face the future.
The ladies have all been only too willing to help. I have really appreciated it. They are efficient and cheery. They have helped me to move on.
Shall miss the girls terribly they been so good to me all on my own and looked forward especially Tina because if it wasn't for her she helped sort alone my legs. Please don't let them stop. Thank you.
Everyone was very helpful, kind and polite nothing was too much trouble for them. Enjoyed their company. Excellent Service.
Thank you all for your patience/care and support during the time spent helping my husband.
Found Steps ladies very friendly and always willing to help.
It was great having the same carers all the time.
In view of my age and disability I think I have achieved as much as could reasonably be expected.
Every visitor was charming and had a good sense of humour. Their encouragement was most welcome.
I think Steps are wonderful. I don't know what I would have done without your help. Many thanks to everyone for the great help you have given me. Once again many thanks.
The Steps Team (carers and team leaders) were fantastic. (Daughter) - I was very pleased with the whole team, the carers and team leaders did an excellent job helping my mum to get where she is today. I would like to thank Tina especially as she was fantastic and the Service she provided was outstanding.
Steps has been a great help and is much appreciated.
The girls were all very friendly and very efficient.
I do miss not having a shower for such a long time but do not have the confidence to try on my own. A weekly visit would be greatly appreciated.
You have a marvellous Team who really helped me to regain my confidence. I am proud to think Cornwall has such a good caring team.
Found the carers to be very professional, caring and friendly.
S/u said she found all the Steps Team cheerful and polite and helpful.
In general very helpful to me during my recovery. I will miss you all!
All the girls were so very nice and kind. I looked forward to them coming.
No complaints, everyone was kind and helpful to me.
The illness I have is progressive but the disagree comments are nothing to do with the quality of service from Steps.
Lorraine the Team Leader and her entire staff especially Tracey and Sue were especially kind and helpful. I was totally impressed by every aspect of the team and their extreme professionalism. They were superb in all areas. I was completely satisfied.
No problems. Very please and with follow up. Everything was at my own speed.
I had not needed this Service before and believed that all Steps Workers helped me to get my confidence back to be able to adjust to normal living capabilities.
All the ladies who came to my aid when needed are very competent and polite.
You have all been a wonderful help and got me going again. I will miss you devoted ladies coming to do a great job.
I would like to thank everyone for all they have done for me and I have loved seeing them every day shall miss them all so. Thank you Steps.
We would like to thank all the staff for their care and support over the last six weeks. Love and best wishes.
Very pleased with the service, everyone was polite and kind. No complaints.
Survey asked 'tick the boxes' - no boxes hope my response was in right place. Physically I was back at home unable to use left hand properly - Steps helped me get through this as I was anxious to be myself again. Lovely group of people came in to see I was managing - or not!!
My mother found the carers very pleasant. The quality of the care shone through. It is evident that carers are very well trained. It was difficult to find the right help at the time but once the Steps programme started my mother was turned around. She had been ill and 'given up' and is now back to her old self. Had Steps not been available I think she would not have recovered and would have either been in hospital or a home by now. We regard the Steps approach as very cost effective at keeping the frail elderly at home.
I would like to say a big Thank You to all my carers and to Ailie the team Leader for all their help and understanding and helping me over my operation. Everyone has been kindness itself also to all the office staff.
On behalf of my husband I would like to say a big thank you for all the help from the kind and friendly Steps ladies. I could not have managed without them.
It was good to know that there was help at hand if it became necessary.
Would like to thank all your staff for their support.
A really wonderful team of ladies. They were always cheerful and treated me with respect. Well done all of you I will miss you all. Thank you.
I do feel that the communication link between the hospital and Steps is poor and does not fully inform the 'client/patient' of what is about to happen upon their discharge from hospital. Steps came as a complete surprise to both me and my family!
Sadly my husband was unable to complete the 6 week course, which I feel would have made a noticeable difference should the time of day was more suitable for the reasons given previously. If tired neither my husband or Steps were getting his potential ability to strengthen and improve, I feel that at the right time of day the 6 weeks would have been very good. However, myself and the carers all get my husband exercising; it would have been one less job for me to do!
All staff at Bodmin Steps were fantastic, encouraged me when I needed it, helped me when needed and all carers was supportive when needed. My rehab wouldn't be so easy without their help. I am very grateful to the team and Bodmin Steps. Thank you
Service user feels that Steps was not the right Service for her at this point. She feels that she needed more care than enablement and may be needed Steps further down the line.
Extremely happy with the Service on all occasions.
All the carers were very good and did all they could in the time allowed. We are very grateful for all their help and support they were all very kind and cheerful.
Excellent organisation worked well.
Very satisfied.
The whole team have been excellent throughout the six weeks.
The ladies were thoroughly professional in their approach to my problems.
I was totally unaware that such a service existed, I am a carer and following our accident, my concerns about returning home and being able to look after my husband were huge. I can honestly say that all of the Step staff have been very helpful and kind and I appreciate all they have done for me.
Since the 18th of July when I left the hospital, there has been different girls and ladies come into see to my needs and I must say they have all been very special to me. I can't remember all their names only their Christian names, they include 2 Sarah's, Ann, Wendy, Debbie and Margaret, I know Debbie and Margaret, Tina, Caroline, Sue, Jenny, Gill, Maria, Pam, 2 Julie's, Angela, I can't speak more highly about them, they have really been a great help, the organisation is very, very helpful. I couldn't have done without them.
Staff all very helpful.
My husband and I had the Services of Steps when he was very ill. It has been a great step for me too - to have help from hospital bed to home. Of course, there are reservations - here are a few, I do not like being watched whilst dressing! I do not like being watched whilst eating! Some individuals rinse washing up and leave! Some are sympathetic to your operations and express it kindly. These observations are endless; nevertheless I would thoroughly recommend the organisation and give most of the nurses high marks, Pam so kind, Tracy organised, careful and intelligent - dare I say it Deborah from Bodmin! You will gather my profession from this account - even after thirty six years retirement.
As ongoing care had always been the intention from the beginning the answer to Q10 & 11 is 3. Overall we have had a very good experience with the Steps Service provided by the Bodmin Team.
I have received wonderful service from all the girls who work for Steps and will be sorry to lose them now that my six weeks are up. I only hope my new carers will be as good as the Steps girls.
I was very satisfied with the ladies and your Service.
The exercises were never explained to me, but they seemed appropriate for my condition and have certainly helped with mobility. The staff were always very courteous and encouraging.
It has been an experience and I have been so very grateful to Steps for all their love and kindness. We are so very lucky to have a team like this. I do hope I will not have to call upon you again?!! But if I do so I know it will be the best I can get. My family are also very thankful that I have been in such good hands.
I am very happy with the help and support I have received.
I have enjoyed the company and talks. The girls have encouraged me to do what I can - it’s been a pleasant experience. Thanks.
I couldn't have had a better service than what I have received.
Delighted with the service and will certainly recommend it to other 'elderly' people.
The girls have been wonderful and the service could not be better. I did not benefit from the exercises set.
I found all the ladies were helpful and well mannered. I always looked forward to them coming.
All the girls were very professional and very nice.
All the carers were very friendly and helpful.
Thank you for the 'Steps' service I have received. I found it most helpful for me and wished it could have continue for longer. Thank you again.
The girls on the team were very helpful and really helped to get the best out of me.
I have used Steps in the past, both for myself and also my late husband and have found the service.