Results of the 2023 Abbeyfield Residents’ Survey and our response
The results from this year’s survey show that 90% of Housing & Independent Living residents who responded are satisfied with the service provided by Abbeyfield, while 94% of Care Home residents who responded are satisfied with the overall standard of the service.
One of the stand-out scores is that 98% of Care Home respondents and 95% of Housing and Independent Living respondents believe Abbeyfield staff members are friendly and approachable. In addition, 94% of Care Home respondents and 85% of Housing and Independent Living respondents would recommend Abbeyfield to others.
Changes in the content, wording and structure from previous national surveys means direct comparison to previous results is more difficult – for example, we incorporated the specific requirements of the Tenant Satisfaction Measures (TSMs), as set by the Regulator of Social Housing (RSH), into the Housing and Independent Living Survey this year. The tables below indicate the average score (out of 5) of the most closely aligned sections from the 2022 and 2019 surveys with the average score of the new section from the 2023 surveys.
Residents’ Survey Results - Housing & Independent Living
|
Section heading |
2023 |
Section heading |
2022 |
2019 |
|
Overall Satisfaction |
4.4 |
In General |
4.4 |
4.4 |
|
Information, Involvement and Feedback |
4.0 |
In General |
4.4 |
4.4 |
|
Treatment by Abbeyfield & its staff |
4.5 |
The Staff |
4.8 |
4.7 |
|
The property |
4.6 |
Your Home |
4.6 |
4.7 |
|
Your personal accommodation |
4.3 |
|||
|
Handling of anti-social behaviour |
4.2 |
None |
N/A |
N/A |
|
Connections |
4.0 |
Connections |
4.4 |
4.4 |
|
Food |
4.3 |
The Food |
4.5 |
4.5 |
Residents’ Survey Results – Care Homes
|
Section heading |
2023 |
Section heading |
2022 |
2019 |
|
My Care |
4.5 |
Your Care |
4.4 |
4.3 |
|
The Staff |
4.7 |
The Staff |
4.7 |
4.6 |
|
The Home |
4.6 |
Your Home |
4.5 |
4.5 |
|
Food and meal times |
4.4 |
The Food |
4.3 |
4.2 |
|
Activities and community |
4.5 |
Activities |
4.2 |
4.3 |
|
Resident involvement |
4.5 |
Your Say |
4.4 |
4.5 |
|
Your personal accommodation |
4.7 |
Areas for Improvement
While we have identified key themes for improvement, it is important to remember that the overall results are overwhelmingly positive with our staff teams, in particular, being praised.
Areas for Improvement (Care Homes)
While the results are extremely encouraging and, in most areas, have improved since last year’s survey, the following themes were identified with corresponding actions for improvement:
- Quality & variety of meals and the availability of snacks
- Involvement in care and support planning
- Resident feedback and residents’ meetings
- Staffing changes, shortages and the ‘busyness’ of staff
- Quality of the laundry service
For further information on how we are responding to the Care Home Residents’ Survey results, please see here. Printed copies are on display at each care home.
Areas for Improvement (Housing & Independent Living)
While the results were largely positive, the following themes were identified with corresponding actions for improvement:
- Activities and social events
- Variety, quantity, and quality of meal provision
- Repairs, maintenance, and condition of the property
- Information, involvement, and feedback
- Staffing pressures
- Rent increases
For further information on how we are responding to the Housing & Independent Living Resident Survey results, please see here. Printed copies are on display at each house.