wimbledon beaumont care community...the home is clean and tidy 78% 97% -19% the laundry service is...
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Wimbledon Beaumont Care Community
Barchester Healthcare
Your Care Rating 2017/18
Care Home report
This report provides results forWimbledonBeaumontCareCommunity.
The report is based on responses to theYour CareRating (YCR) surveys as follows:37 response(s) from residents25 response(s) from familymembers and friends
2
YCR Average
OPR: 836 Your Home
OPR: 763
The Overall Performance Rating (OPR) and theme scores
are out of 1000. The OPR is based on the theme scores.
Overall Performance Rating & Theme Scores
Residents’ survey
Family & friends’ survey
Staff & care
Home comforts
Choice & having a say
Quality of life
Staff & care
Home comforts
Choice & having a say
Quality of life
956
YCR Average
OPR: 878
Your Home
OPR: 932
Your
2016/17
OPR: 969
892
936
928
686
788
743
848 Your
2016/17
OPR: 733
3
Net Promoter Score
(As for residents’ survey Net Promoter
Score)
Key indicators
Net Promoter Score
The % of respondents likely to recommend
their care home as 9 or 10 out of 10, minus the
% likely to recommend it as 0 to 6 out of 10
Family & friends’
survey
Residents’ survey
+76
+13
100% 97%
2016/17 2017/18
% Overall
happy living here
% Satisfied with
overall standard of the care home
100% 97%
2016/17 2017/18
% Saying home is
good at keeping
relatives informed
% Agree the
home provides
value for money
% Satisfied
with overall
standard of the
care home
76%88%
2016/17 2017/18
75% 78%
2016/17 2017/18
32%
58%
2016/17 2017/18
4
Benchmarking resultsResidents’ survey measures Your
2017/18
result
YCR average Your result
vs. YCR
average
Overall Performance Rating (OPR) 932 878 +54
Staff and care 956 877 +79
Home comforts 892 855 +37
Choice and having a say 936 863 +73
Quality of life 928 929 -1
Net Promoter Score +76 +50 +26
Overall, I am happy living here 97% 92% +5%
Overall satisfaction 97% 98% -1%
I have a real say in how staff provide care and
support to me100% 83% +17%
The menu offers a good variety of choices each day 100% 86% +14%
The food served at mealtimes is of good quality 100% 88% +12%
Staff have time to talk to me 97% 86% +11%
Staff are sensitive to how I am feeling 100% 91% +9%
I can speak to senior members of staff if I need to 100% 91% +9%
I am happy with the way staff deal with any complaints
or concerns97% 88% +9%
Staff are usually available when I need them 97% 89% +8%
I am happy with the access I get to doctors, nurses,
dentists97% 91% +6%
My privacy is respected 100% 95% +5%
I am happy with the care and support I receive 100% 95% +5%
I have easy access to a pleasant garden/outdoor area 95% 90% +5%
The staff here are capable of providing the care I need 100% 96% +4%
I can have enough of my own things around me 100% 97% +3%
Staff understand me as an individual 97% 94% +3%
Staff treat me with kindness, dignity and respect 100% 98% +2%
I can have visitors when I want to 100% 99% +1%
I can take part in activities/hobbies if I want to 92% 94% -2%
I can choose what time I get up and go to bed 89% 91% -2%
The home is clean and tidy 78% 97% -19%
The laundry service is good 67% 90% -23%
This home is a safe and secure place to live 66% 97% -31%
5
Benchmarking resultsFamily & friends’ survey measures Your
2017/18result
YCR average
Your result vs. YCR average
Overall Performance Rating (OPR) 763 836 -73
Staff and care 686 811 -125
Home comforts 788 810 -22
Choice and having a say 743 847 -104
Quality of life 848 898 -50
Overall satisfaction 88% 94% -6%
Net Promoter Score +13 +46 -33
The home keeps me well informed about my relative or
friend*78% 89% -11%
The home provides value for money* 58% 72% -14%
The home seems a happy place to live* 92% 90% +2%
The overall laundry service seems good 92% 78% +14%
The building and outdoor space is well maintained* 100% 92% +8%
The home seems clean and tidy 96% 94% +2%
I can visit my relative or friend when I want to 100% 99% +1%
Residents are well presented* 87% 86% +1%
I am made to feel welcome when I visit* 96% 97% -1%
I can speak to senior members of staff if I wish to 92% 94% -2%
My relative or friend’s privacy seems to be respected 92% 95% -3%
The home offers a range of activities that suit my relative or friend’s
individual needs*71% 74% -3%
Staff treat my relative or friend with kindness, dignity and respect 92% 97% -5%
The home seems a safe and secure place to live for my relative or
friend92% 97% -5%
The home’s facilities are suitable to meet residents’ individual needs* 88% 93% -5%
I can be involved in decisions about my relative or friend’s care,
including end of life care86% 92% -6%
*Asked in Family and Friends’ survey only – attribute does not contribute to OPR and Theme score calculations
6
Benchmarking resultsFamily & friends’ survey measures Your
2017/18result
YCR average
Your result vs. YCR average
There seem to be enough staff to meet the needs of residents* 52% 58% -6%
Food seems to meet special individual needs* 68% 75% -7%
The menu offers a good variety of choices each day 73% 81% -8%
I am given sufficient opportunities to comment on the running of
the home*59% 68% -9%
My relative or friend is encouraged to take part in hobbies of
interest to them if they want to67% 77% -10%
My relative or friend can have enough of their own things around
them87% 98% -11%
The food served to my relative or friend at mealtimes seems of good
quality74% 85% -11%
The smell of the home is generally acceptable* 76% 89% -13%
My relative or friend has easy access to a pleasant garden / outdoor
area73% 86% -13%
Staff have a professional manner* 80% 94% -14%
I am aware of the procedure for making a complaint / raising
concerns*67% 81% -14%
I feel that staff appreciate my input into my relative or friend’s care* 71% 88% -17%
Staff seem capable of providing the care my relative or friend needs 72% 90% -18%
Staff have time to talk to my relative or friend 56% 74% -18%
Staff seem to respect my relative or friend’s personal belongings* 71% 90% -19%
Staff know my relative or friend’s needs and preferences well* 68% 87% -19%
The home acknowledges and supports my emotional needs* 56% 77% -21%
I am happy with the access my relative or friend gets to doctors,
nurses, dentists67% 89% -22%
I am happy with the way staff have dealt with any complaints or
concerns I have had58% 80% -22%
The home supports my relative or friend to maintain their personal
identity*65% 88% -23%
Staff encourage my relative or friend to lead as independent a life as
they are able to*55% 80% -25%
My relative or friend can choose what time they get up and go to bed 52% 77% -25%
The home helps my relative or friend stay as physically and mentally
active as they can be*50% 75% -25%
*Asked in Family and Friends’ survey only – attribute does not contribute to OPR and Theme score calculations
7
Residents’ survey measures Your
2017/18
results
Your
2016/17
results
Your 2017/18
result vs. your
2016/17
result
Overall Performance Rating (OPR) 932 969 -37
Staff and care 956 962 -6
Home comforts 892 972 -80
Choice and having a say 936 957 -21
Quality of life 928 992 -64
Net Promoter Score +76 +69 +7
Overall, I am happy living here 97% 100% -3%
Overall satisfaction 97% 100% -3%
Staff are usually available when I need them 97% 88% +9%
The food served at mealtimes is of good quality 100% 94% +6%
I can speak to senior members of staff if I need to 100% 94% +6%
I have a real say in how staff provide care and support to
me100% 94% +6%
I am happy with the way staff deal with any complaints or
concerns97% 94% +3%
I have easy access to a pleasant garden/outdoor area 95% 94% +1%
The staff here are capable of providing the care I need 100% 100% 0%
I can have enough of my own things around me 100% 100% 0%
Staff treat me with kindness, dignity and respect 100% 100% 0%
I can have visitors when I want to 100% 100% 0%
The menu offers a good variety of choices each day 100% 100% 0%
Staff are sensitive to how I am feeling 100% 100% 0%
My privacy is respected 100% 100% 0%
I am happy with the care and support I receive 100% 100% 0%
I am happy with the access I get to doctors, nurses, dentists 97% 100% -3%
Staff have time to talk to me 97% 100% -3%
Staff understand me as an individual 97% 100% -3%
I can choose what time I get up and go to bed 89% 94% -5%
I can take part in activities/hobbies if I want to 92% 100% -8%
The home is clean and tidy 78% 100% -22%
The laundry service is good 67% 100% -33%
This home is a safe and secure place to live 66% 100% -34%
Trend results
(n=37) (n=17)
8
Trend resultsFamily & friends’ survey measures Your
2017/18 results
Your 2016/17 results
Your 2017/18 result vs.
your 2016/17
result
Overall Performance Rating (OPR) 763 733 +30
Staff and care 686 636 +50
Home comforts 788 782 +6
Choice and having a say 743 748 -5
Quality of life 848 809 +39
Overall satisfaction 88% 76% +12%
Net Promoter Score +13 -32 +45
The home keeps me well informed about my relative or
friend*78% 75% +3%
The home provides value for money* 58% 32% +26%
The home seems a happy place to live* 92% 72% +20%
Staff have time to talk to my relative or friend 56% 32% +24%
Staff treat my relative or friend with kindness, dignity and respect 92% 76% +16%
The home offers a range of activities that suit my relative or
friend’s individual needs*71% 55% +16%
There seem to be enough staff to meet the needs of residents* 52% 36% +16%
Residents are well presented* 87% 76% +11%
Staff encourage my relative or friend to lead as independent a life
as they are able to*55% 45% +10%
I am given sufficient opportunities to comment on the running of
the home*59% 50% +9%
I can visit my relative or friend when I want to 100% 92% +8%
I am made to feel welcome when I visit* 96% 88% +8%
My relative or friend’s privacy seems to be respected 92% 84% +8%
The home’s facilities are suitable to meet residents’ individual
needs*88% 80% +8%
The home helps my relative or friend stay as physically and mentally
active as they can be*50% 43% +7%
The overall laundry service seems good 92% 87% +5%
*Asked in Family and Friends’ survey only – attribute does not contribute to OPR and Theme score calculations
(n=25) (n=26)
9
Trend resultsFamily & friends’ survey measures Your
2017/18 results
Your 2016/17 results
Your 2017/18 result vs.
your 2016/17
result
The home seems clean and tidy 96% 92% +4%
I can speak to senior members of staff if I wish to 92% 88% +4%
My relative or friend can have enough of their own things around
them87% 83% +4%
My relative or friend can choose what time they get up and go to
bed52% 48% +4%
I am aware of the procedure for making a complaint / raising
concerns*67% 65% +2%
Staff have a professional manner* 80% 79% +1%
Staff seem capable of providing the care my relative or friend needs 72% 71% +1%
Staff know my relative or friend’s needs and preferences well* 68% 67% +1%
The building and outdoor space is well maintained* 100% 100% 0%
The home seems a safe and secure place to live for my relative or
friend92% 92% 0%
I can be involved in decisions about my relative or friend’s care,
including end of life care86% 86% 0%
Staff seem to respect my relative or friend’s personal belongings* 71% 72% -1%
My relative or friend is encouraged to take part in hobbies of
interest to them if they want to67% 68% -1%
I am happy with the way staff have dealt with any complaints or
concerns I have had58% 59% -1%
The home acknowledges and supports my emotional needs* 56% 57% -1%
The food served to my relative or friend at mealtimes seems of
good quality74% 76% -2%
Food seems to meet special individual needs* 68% 70% -2%
I feel that staff appreciate my input into my relative or friend’s care* 71% 74% -3%
The smell of the home is generally acceptable* 76% 80% -4%
The menu offers a good variety of choices each day 73% 78% -5%
I am happy with the access my relative or friend gets to doctors,
nurses, dentists67% 72% -5%
My relative or friend has easy access to a pleasant garden / outdoor
area73% 91% -18%
The home supports my relative or friend to maintain their personal
identity*65% 83% -18%
*Asked in Family and Friends’ survey only – attribute does not contribute to OPR and Theme score calculations
(n=25) (n=26)
10
100%
100%
100%
95%
67%
72%
73%
74%
73%
92%
Staff are capable of providing the care
needed
The menu offers a good variety of
choices each day
Good quality food
Easy access to a pleasant
garden/outdoor area
Good laundry service
78%
66%
96%
92%
Clean and tidy home
Safe and secure place to live
100%
100%
97%
92%
92%
56%
Treated with kindness, dignity and
respect
Privacy is respected
Staff have time to talk
100%
100%
100%
92%
89%
100%
92%
87%
67%
52%
Can have visitors/visits when wanted
Can speak to senior staff
Can have enough of own things around
them
Can take part in hobbies if wanted
Can choose what time to get up and go
to bed
Caring
Effective
Safe
Responsive
Well led97%
97%
58%
67%
Happy/satisfied with the way staff
deal(t) with complaints/concerns
Happy with access to doctors, nurses,
dentists
Family & friends’ survey –
% strongly/tend to agree
Residents’ survey –
% strongly/tend to agree
This page presents results for this care home on comparable measures between theresidents’ and family and friends’ surveys (not all attributes are shown), in alignment withregulator themes (informed by the inspection framework introduced by CQC in England).
These results reflect the views of residents and family members and friends. They do notreflect results of regulator inspections or reports (nor are they endorsed by any of the
national regulators covering England, Wales, Scotland and Northern Ireland).
Comparisons by regulatory themes
11
Staff & care Theme score:
Residents’ survey YCR average: 877
956
95
89
86
86
83
83
81
81
81
5
11
14
11
17
14
17
17
16
3
3
3
3
3
Treated with kindness, dignity
and respect
Happy with care and support
Staff capable of providing
care
Staff dealing with complaints
and concerns
Staff are sensitive to how I am
feeling
Happy with access to doctors,
nurses, dentists
Staff are available when
needed
Staff have time to talk to me
Staff understand me as an
individual
% Strongly agree % Tend to agree % Neither % Tend to disagree % Strongly disagree
12
91
91
51
44
9
9
27
22
22
19 8 6
The menu offers a good
variety of choices each day
The food served at mealtimes
is of good quality
The home is clean and tidy
The laundry service is good
% Strongly agree % Tend to agree % Neither % Tend to disagree % Strongly disagree
Home comforts Theme score:
Residents’ survey YCR average:
Choice & having a say795Theme score:
YCR average:
855
892
863
936
84
83
79
78
11
17
21
11
5
6 3 3
I have easy access to a pleasant
garden/outdoor area
I can speak to senior members
of staff if I need to
I have a real say in how staff
provide care and support to me
I can choose what time I get up
and go to bed
% Strongly agree % Tend to agree % Neither % Tend to disagree % Strongly disagree
13
Quality of life Theme score:
Residents’ survey YCR average: 929
95
92
89
76
60
5
8
11
16
6
8
14 14 6
I can have visitors when I
want to
I can have enough of my own
things around me
My privacy is respected
I can take part in
activities/hobbies if I want to
This home is a safe and
secure place to live
% Strongly agree % Tend to agree % Neither % Tend to disagree % Strongly disagree
928
14
Staff & care
Family & friends’ survey
Theme score:
YCR average:
*Asked in Family and Friends’ survey only – attribute does not contribute to OPR and Theme score calculations
811
686
57
44
40
33
32
30
29
29
28
27
24
22
20
16
39
48
32
38
26
57
38
38
52
27
44
33
32
40
4
8
12
8
21
9
17
17
12
23
20
33
16
12
8
5
4
13
4
14
6
24
24
4
8
16
8
4
4
8
4
13
4
4
4
4
9
8
6
4
I am made to feel welcome when
I visit*
Residents treated with kindness,
dignity and respect
Staff seem capable of providing
the care needed
Staff respect my relative or
friend's personal belongings*
Staff have satisfactorily dealt with
complaints and concerns
Residents are well presented*
Aware of procedure for making a
complaint/raising concerns*
Happy with access to doctors,
nurses, dentists
Staff have a professional
manner*
Residents encouraged to lead as
independent a life as possible*
Staff know my relative or friend's
needs and preferences well*
The home supports my
emotional needs*
There are enough staff to meet
the needs of residents*
Staff have time to talk
% Strongly agree % Tend to agree % Neither
% Tend to disagree % Strongly disagree % Don't know
15
Home comforts Theme score:
YCR average:Family & friends’ survey
*Asked in Family and Friends’ survey only – attribute does not contribute to OPR and Theme score calculations
810
788
63
60
44
39
33
32
32
38
36
48
35
54
44
41
4
9
4
18
13
4
24
9
4
8
4
The building and outdoor space is
well maintained*
The home seems clean and tidy
The laundry service seems good
The food served at mealtimes
seems of good quality
The home's facilities are suitable
to meet residents' needs*
The smell of the home is generally
acceptable*
The menu offers a good variety of
choices each day
% Strongly agree % Tend to agree % Neither
% Tend to disagree % Strongly disagree % Don't know
16
41
38
32
29
29
27
25
23
14
32
54
37
43
43
59
40
36
38
9
4
32
14
10
20
18
10
9
10
14
5
5
19
9
4
14
10
5
5
14
10
5
10
My relative or friend has easy access to a
pleasant garden/outdoor area
I can speak to senior members of staff if I
wish to
Special food needs are met*
Staff appreciate my input into my relative
or friend's care*
The home offers a range of activities that
suit my relative or friend’s needs*
I can be involved in decisions about my
relative or friend’s care
The home supports my relative or friend to
maintain their personal identity*
I am given sufficient opportunities to
comment on the running of the home*
My relative or friend can choose what time
they get up or go to bed
% Strongly agree % Tend to agree % Neither
% Tend to disagree % Strongly disagree % Don't know
Choice & having a say Theme score:
YCR average:Family & friends’ survey
*Asked in Family and Friends’ survey only – attribute does not contribute to OPR and Theme score calculations
847
743
17
75
50
48
42
28
24
18
25
42
39
50
64
43
32
4
9
19
36
4
4
10
9
4
8
4
5
5
I can visit my relative or friend when I want to
The home seems a safe and secure place to
live
Residents can have enough of their own
things around them
My relative or friend's privacy is respected
The home seems a happy place to live*
My relative or friend is encouraged to take
part in hobbies of interest if they want to
My relative or friend is helped to stay as
physically and mentally active as they can be*
% Strongly agree % Tend to agree % Neither
% Tend to disagree % Strongly disagree % Don't know
Quality of life Theme score:
YCR average:Family & friends’ survey
*Asked in Family and Friends’ survey only – attribute does not contribute to OPR and Theme score calculations
898
848
18
Explanatory notes
Your Care Rating is conducted on behalf of care home providers by leading market research organisation, Ipsos MORI. It covers care homes that primarily serve older people (aged 65+). However,
where younger adults live in such care homes, they are also included.
Overall, 25 care home providers participated in the Your Care Rating Residents’ survey in 2017/18. A total
of 16,784 residents took part in the survey across 820 care homes. The survey was conducted between early September and late October 2017. 15 care home providers participated in the Your Care Rating
Family and Friends’ survey in 2017/18. A total of 12,068 family members and friends of residents took
part in the survey across 686 care homes. The survey was conducted between October and November
2017, with responses completed online or using a paper-based questionnaire. Trend data is shown for
care homes that took part in 2016/17 (receiving 5 or more responses).
Results are presented across a range of aspects asked about in the Your Care Rating survey (such as the quality of food and availability of staff). In addition, an Overall Performance Rating (OPR) and four Theme
scores are presented.
The OPR is derived from the survey results using rigorous statistical methods, and is designed to be
easily accessible to a range of audiences. The OPR is calculated based on the four Theme scores, which themselves are calculated based on results for individual aspects. In order to enable comparison of the
Theme and OPR scores between the Family & Friends’ and the Residents’ surveys, only questions which
are comparable across both surveys are included in the calculations of these scores. Scores for questions
suffixed with an asterisk are not included in Theme score or OPR calculations. Further information about
the OPR and Theme scores can be found at www.yourcarerating.org.
For practical reasons, the wording of some questions has been shortened for this report. Please refer to
the survey questionnaire for the full question wording.
Throughout this home report, benchmark figures have been provided, showing the average score for the survey. Benchmarks are based on results for care homes achieving at least 5 responses for any individual
attribute. Small base sizes should be treated with caution.
Please note the following technical details:
• OPR and theme scores are shown out of a possible total of 1,000.• Percentage scores are shown out of 100%.
• Net Promoter Score (NPS) is the percentage of respondents rating their likelihood to recommend the
care home to friends and family as 9 or 10 out of 10, minus the percentage rating their likelihood to
recommend the care home as 0 to 6 out of 10 (e.g. if 50% of respondents answer 9 or 10, and 30%
answer 0 to 6, the NPS is +20).• Data are unweighted.
• Responses are shown for all valid responses (excluding blank responses to questions).
• Where figures do not add up to 100%, this is due to computer rounding.
• Combined figures are based on the constituent parts (e.g. % agree = % strongly agree + % tend to
agree). These figures are also subject to the effect of rounding.• An asterisk indicates a score less than 0.5%, but greater than zero.
37 response(s) from residents25 response(s) from family and friends
Wimbledon Beaumont Care Community
Results are based on:
This home report provides a breakdown of results for:
© Ipsos MORI and Your Care Rating – all rights reserved
By taking part in the Your Care Rating survey, care providers are
demonstrating very tangibly their commitment to:
• Hearing the views of residents, family members and friends
• Improving further the quality of their services
To recognise this, Your Care Rating will allow them to use the
Quality Mark.
For further information visit www.yourcarerating.org
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