wimbledon beaumont care community...the home is clean and tidy 78% 97% -19% the laundry service is...

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



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%


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



Net Promoter Score +76 +69 +7

Overall, I am happy living here 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


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%


(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%


(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


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


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


928

14

Staff & care

Family & friends’ survey

Theme score:

YCR average:


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


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



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



Choice & having a say Theme score:



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*



Quality of life Theme score:



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:

http://www.yourcarerating.org/

© 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

wimbledon beaumont care community...the home is clean and tidy 78% 97% -19% the laundry service is...

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