At Brandon, we’re committed to providing high-quality support. We can only be certain of getting it right by listening to the people we support and not being afraid to change and improve things that could be better. That includes how we survey.
The people we support, and their family and friends asked us to change the way we seek feedback. In 2019, we used a new approach to our survey. The aim is to make sure we gather feedback from lots of people who receive different kinds of support. We also wanted to make sure that the survey was as accessible as possible, so that we heard from people who communicate in different ways.
How does the survey work?
A multiple-choice survey was sent to those who can comment on the quality of their service. Participants could choose to answer the survey online with video and images, over the phone with a member of the quality team or, on paper via post. There were five main questions about support teams, home life, and people doing their favourite things.
We know that not everyone we support can comment on their service using verbal communication. We wanted to change the way we survey to make sure we included these people and in 2019, we tried a new way of gathering feedback. We interviewed the person and their support team. During these conversations, we asked questions about the person to get an understanding of the support they receive and how Brandon could help to improve it.
Who participated in the 2019 annual survey?
Approximately 10% of the people we support, participated in the 2019 annual survey.
From previous surveys, we found that gathering feedback from family and friends is important too. We created a survey just for them. Their feedback also helps us understand what we could be doing better.
What did we find out?
Check out the headings below to see what people told us:
What people we support told us
How do you feel about where you live?
The words people we support most used to describe their home were:
The words least used to describe their home were:
Do you get to do enough of your favourite things?
79% of people we support feel they get to do their favourite things. For those that didn't, the top reasons given were:
- Not enough support hours, or
- They didn't know
What's most important to you about your support team?
The people we support told us it’s important that the people supporting them:
- Listen to them
- Support them to go out
- Respect them
- Talk to them
- Have fun
- Are friendly
- Give them space
What things do you do to keep healthy?
The people we support keep themselves healthy by:
- Going for walks
- Cooking healthy food
- Learning about healthy food
- Doing activities outside
What support teams told us
What we learned from talking with support staff
We heard that, for people who don’t use words to communicate or have a unique communication style, teams speak passionately and take the time to get to know the person they support. Staff make sure they really know what’s important to the person.
Support hours can often be a barrier to a person getting to live the life they choose. Wherever possible, our teams are inventive and creative at overcoming this challenge.
People are supported to make daily choices about their lives.
From these conversations, we know there are areas where Brandon can do better, so that our teams are more enabled to support people to live the life they choose.
We also learnt that we need to focus on providing teams with the tools and understanding to support people to look at their future life plans and what they want to learn and do. We call it outcome planning.
We’ll be focussing on making sure our teams have the support, tools, and understanding to find solutions to the barriers the people face in their everyday lives, as well as creating a consistent approach to support, wherever people live.
What family and friends told us
How would you describe where your relative/friend lives?
The word most used by family and friends to describe their relative/friend's home was:
After that, the most frequently selected words were:
Does your relative/friend get the right support to do things that interest them?
75% of family and friends feel their relative gets to do their favourite things. The top reasons people felt they didn't get to do their favourite things, were:
- Not enough support hours
- There’s nowhere to do it near them
- They are not able to get there
Family and friends' feedback summary
- Family and friends feel their relative or friend is supported to stay healthy.
- They would like to see quicker recruitment processes and more stable support teams.
- Family and friends feel they have enough communication with the team that supports their relative or friend, and with Brandon as an organisation.
- They would like Brandon to be clearer about the organisational structure, and who they can contact outside of the direct support team.
What happens next?
- Find ways to use the answers from the 'What’s important to me about my support' section, in our staff recruitment processes, training, and as part of our staff development.
- Create the opportunity for managers to meet up and share best practice.
- Work with managers to increase awareness of internal support services to ensure a consistent approach.
- Make sure teams have the resources they need to inform family and friends how they can get in touch.
- Recruitment is a challenge across the care sector. We recognise the impact this has on people we support. Doing what we can to address this is a real priority for us. We’ll continue working to improve the efficiency of our recruitment processes and the areas of team stability that are within our control.
- Continue to review and adapt how we survey and hear from the people we support, their family and friends.
If you've got any questions about the survey, or there's something you'd like to share with us, please email: firstname.lastname@example.org