We're all ears - and we're listening hard!

Balhousie Care Group is committed to maintaining and improving our service levels at all our Care Homes. As a group we strive to deliver the best service and care that we can. We value the opinions of all our service users, whether you are a resident, or an interested representative. To that end in January 2009, and as part of the Balhousie Care Group Participation Strategy, we issued a Friends & Family Survey to relatives (or a close friend) of our residents.

We've received 45% of the forms back which is a terrific response for this type of survey. We were pleased to provide a stamped addressed envelope with each survey to encourage a higher return, and would like to thank everyone who took the time to complete the survey form and return it to us.

Completed forms were collated and are analysed in two stages; per Home, and at Group level to provide us with an understanding of the levels of service we deliver, and to highlight areas of strength and weakness. We're currently undertaking a detailed analysis of the forms but here are a few bullet points that might be of interest.

Of those who responded:

• 86% indicated they would recommend Balhousie Care Group as a care home provider, a comment which reflects well on the quality of our management and staff.
• Only 52% had attended a Friends and Family Meeting. Attendance at these meetings is welcomed and encouraged at each care home. Dates and times are displayed in all Balhousie Care Homes but please speak to the Home Manager if you are unsure.
• 55% responded that the overall quality of care and support received by residents was 'Good', and 31% indicated that it was 'Excellent'. This is a very positive reflection of our care homes and staff but one which we continue to monitor and improve on.
• 38% of responses indicated that the Care Home's contact with the local community was 'Good'. Balhousie Care Group actively encourage community contact at each care home, and welcome any suggestions on how we can improve this for our residents.
• 48% indicated that the ease of communication between Friends & Family and the Care Home was 'Excellent', and 38% indicated that it was 'Good'.

Friends & Family Surveys will be issued by Balhousie Care Group three times a year, however we welcome your continual feedback, either formally or informally. You can utilise various forms of communication to do this. As well as speaking with the Care Home Manager, you can visit our website, email a member of our team, or post a comment in a Balhousie Care Group Comments Box (located at each Home). Friends & Family Meetings are held four times a year at each Home, and you are actively encouraged to participate.

Our website www.balhousiecare.co.uk is updated on a regular basis and is a major communication tool for Balhousie Care Group. If you haven't visited our website before, we encourage you to spend a few minutes there now.