In addition to the care services provided to our clients on a daily basis, each month our clients are contacted or visited by senior care staff to ensure the quality of services provided. 

Each year we carry out an Annual Client Satisfaction Survey to understand further our clients and the level of service being provided.  The objective of this survey is to obtain the views of our clients in addition to the ongoing service monitoring and to provide service users with an additional forum to raise concerns or complaints or make suggestions for improving services.

This survey was posted to our clients in July 2023 with a pre-paid return envelope to maximise the survey responses which clients are invited to submit a named or anonymous response.

Key stats:

• A total of 1,352 surveys were issued with 42% returned which remains on par with 2022 response rate of 43%.
• The results showed that most of our clients are over the age of 81, with over half of the total respondents living by themselves.
• 76% of responses require one carer, whereas 24% require two carers. 
• 99% of responses were confident their carer(s) know what to do to help them
• 100% of respondents believe their carers provide them with respect and dignity
• 97% of response feel their carer(s) communicates well with them
• Overall, 99% of respondents rated the service they received to be Good, Very Good or Excellent.

Below is a selection of comments made by clients and their families:

“Both the morning and evening carers are so good, courteous, friendly and very kind. It would be very hard to pick a particular one as they all are a credit to their profession.”

Ards Peninsula Client

“My most regular carer is always very pleasant and in a good mood. She often makes me laugh and lets me know how things are around Bangor. She always tidies up and leaves the kitchen clean. She also makes sure I’m eating well and that I’m ok and feel well.”
Bangor Client

“All staff are very friendly and efficient I look forward to them calling with me for a bit of a chat and of course all they do for me. Thank you.”
Comber Client

“The caring team is always very pleasant, cheerful, and helpful. Nothing is too much trouble.“
Donaghadee Client

“I am very pleased with my present carers They are a godsend and worth their weight in Gold. Anything I need help with they are more than happy to help.”
Newtownards Client

“Each and every one of the girls are absolutely amazing. Would do anything for you. So Helpful and understanding. Can’t say enough about how good they all are and anytime we have had to phone the office the staff have been amazing. Thank you so much for all your help.”
Belfast Client

“All the girls have been great. Could not praise them high enough.”
Ballymena Client

“All very good workers, excellent.”
Ballymoney Client

“All my carers are pleasant, charming girls, I have enjoyed meeting them.”
Bushmills Client

“All staff are very good and helpful when they come in at night. If I have anything to say they always listen and are very polite.”
Coleraine Client

Well done to all our fantastic service staff to have achieved these great results by providing such a vital service within our local communities. 

Click here to download a PDF version of the report.