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Survey Success for Cintre!
Date posted: 26/02/2016 | Posted by: NeilBaker

In December 2015 we commissioned our second independent care quality survey by 'Care2Improve'. We are pleased to share with you the final ratings. The survey was completed by various individuals who we support and work with, such as: relatives, service users, staff and other professionals. Each of our services were surveyed: Reachout, Cintre House and Severnoaks.

The 'Care2Improve' survey is different to your average survey because it is specifically designed to comply with the 'Care Quality Commission’s' standards. It allows non-profit businesses like Cintre to gain knowledge of present achievements and future improvements.

The survey collected tangible and measurable opinions. The results below are a varied collection of these views from everyone who participated with satisfaction ratings ranging between 61% to 99%. The comments describe personal views of how Cintre is meeting standards for key subjects: “respect & involvement”, “personalisation & responsiveness”, “safety”, “staffing”, “management” and “overall satisfaction”.

Examples of strengths found from the survey were that on average 100% of our service users feel they are treated fairly regardless of age, race, gender and feel they have equal access to all services and activities. Further strengths of 100% found that service users felt that if their needs changed their Cintre support worker would raise the concerns and get the appropriate help needed.

On average 100% of our staff felt they had equal access to training and development opportunities regardless of their age, race or gender. They also felt confident in raising any issues at staff meetings.

Furthermore, 100% on average clients and staff felt confident in  issues being recorded and followed up by the office staff, and that they were always informed of resulting actions.

83% of relatives agreed that if their relative requested their involvement, that our staff ensured they had access to the terms and conditions, charges and contracts.

Lastly 100% of our service users felt safe with Cintre staff and would recommend Cintre’s services to other people.

Reachout (Community Support)

Summary of Service user satisfaction:

98%

Comments include:

  • “I like the support I get from Cintre a lot. They help me. I can talk to them and they help with my illness. It’s a good service”.
  • “I like everything that Cintre Reachout does for me”.
  • “I have no idea how to improve the service as I am so happy with what I receive. All my needs are reached perfectly. Thank you”.
  • “100% good value, everything they have done for me. I can’t say a bad thing about Cintre. I love it here. I have been to other places that haven’t worked, Cintre works for me”.

Summary of Relatives satisfaction:

87% 

Comments include:

  • “We feel the service we receive from Cintre is second to none in the care industry. We have nothing but praise for the way in which our relative is helped and supported and would not know where to turn if we didn’t have such a good service. All the Cintre staff involved in our relatives care are understanding, patient and do an excellent job”.

Summary of Staff satisfaction:

86%

Comments include:

  • “The managers put a lot of effort into recruitment and getting the right people for the roles”.
  • “I think service users get a great service”.

Summary of Other Professionals satisfaction:

91%

Comments include:

  • “Cintre staff provide good quality support. They are caring and compassionate and clearly want the best for the people they work with…Cintre is a great service and they have clearly improved the quality of life for those people they support”.
  • “My patient seems to have a very good relationship with her Cintre worker who is always respectful, very helpful and caring”.
  • “I am a GP with one patient who sees her Cintre support worker regularly. She is excellent and very responsive to the patient. Very good communication with me. Thank you”.
  • “Excellent communication with healthcare team ( I am a GP)”.

Strength and Weaknesses of Reachout 

Severnoaks (Residental Service)

Summary of Service User satisfaction:

89%

Comments include:

  • “Cintre’s support has helped me gain the confidence to go to town on my own”.

Summary of Relatives satisfaction:

61%

Comments include:

  • “Our son feels very happy and safe at Severnoaks”.
  • “My son feels very happy living at Severnoaks for that we as parents are grateful”.

Summary of Staff satisfaction:

98%

Comments include:

  • “There are services we use to improve the care and quality of life for our service users, but could do with a lot more”.

Summary of Other Professionals satisfaction:

76%

Strength and Weaknesses of Severnoaks

Cintre House (Residental Service)

Summary of Service User satisfaction:

94%

Comments include:

  • “[R the manager] is outstanding”.
  • “Very good service worth every penny”.
  • “I am very happy here”.
  • “I can review my care plan with my key worker”.

Summary of Relatives satisfaction:

91%

 

Summary of Staff satisfaction:

99%

Strength and Weaknesses of Cintre House

"Cintre staff provide good quality support. They are caring and compassionate and clearly want the best for the people they work with". - Service User's GP

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