Complaints and Compliments
Outlook Care delivers social care and support underpinned by our Vision ‘A life where every person is valued, included and empowered’
Outlook Care delivers social care and support underpinned by our Vision ‘ A life where every person is valued, included and empowered’, as well as Values.
We are committed to providing high quality support services. To see someone smile, to inspire someone or to make his or her day is something our staff strive for every day. Therefore, we really want to know if what we are doing is working and if not, how to improve. Details of how to do this are below.
"You Said -We Did" - Customer and Resident Surveys
At Outlook care we send out Customer satisfaction surveys twice yearly. We sent out a Customer Satisfaction Survey in November 2022 to all Locality Managers and Deputies, who then share the survey with their customers and where appropriate with their advocate. Customers were supported by their keyworkers to complete the survey if they wanted to.
In the survey, we ask our customers for their feedback on life within Outlook Care.
Out of those sent we received back 112 back .
Both of our Elderly care services also completed Customer and circle of support surveys .
Learning Disability & Mental Health services - Our feedback
You Said ...
- Our staff are kind.
- I like my home.
- I like having visitors.
- I like going to work .
- I want to do more gardening.
- I want more 1-1 time with staff.
- I want new furniture in my flat.
- I want my bedroom painted .
- I want to go out more in the evenings.
We Did ...
- We have contacted housing partners re decoration.
- We have supported customers to choose new furniture.
- We have arranged a gardening club.
- We support customers to find work opportunities.
- We have contacted Social workers to carry out reviews re allocated hours for some customers.
What we are good at :
1. Timetable for survey completion
2. We share findings
3. We learn from outcomes
4. We follow up, completing actions
Elderly Care Services - Our feedback
You Said ...
Foxburrow Grange
- I want to discuss my choices with the chef.
- I like living here and my staff and manager.
- How do I complaint ?
- I want to go dancing.
- I want more church services .
- I want to go to the seaside .
St George’s
- Introductions to new Company
- I want new furniture.
- Car parking is difficult.
We Did ...
Foxburrow Grange
- The chef met with the resident and discussed her needs .
- Complaint policy has been reissued to all residents.
- Activity schedule discussed , more church services added, dances in the hub have been arranged .
- Residents have been on several outings following Covid restrictions.
St George’s
- Introductions have been made to residents, family members and staff .
- There is a programme of refurbishment
What we are good at :
1. Timetable for survey completion
2. We share findings
3. We learn from outcomes
4. We follow up, completing actions
Thank you to our customers and residents for completing the survey and for the feedback received, our Locality Managers and Registered managers within our elderly services will ensure that actions are followed and that our customers and residents are kept fully informed of progress.
