Family members and carers have their say on ELCAP

98% agree ELCAP provides high quality care and support (Mar 21)

Families and carers of the individuals ELCAP supports have provided the charity with excellent feedback in their responses to a recent satisfaction survey:

  • 98% of families and carers who completed our survey felt that ELCAP provided high quality care and support for their relative.
  • 94% said they had confidence in the Support Practitioners who provide day-to-day support for their relative.
  • 94% said they would recommend ELCAP to others.
  • 92% said they had confidence in the management of their relative’s care and support service.
  • 92% felt that they were fully involved in decisions relating to their relatives’ care.

Every year ELCAP invites families and carers to complete a short survey, where they are invited to share what they think of the organisation’s care and support for their relative.  The survey helps the charity understand where things are working well and where improvement is required.

Responding to the survey results, ELCAP’s Registered Manager, Karen Cowe said:

“I’m absolutely delighted with the comments and feedback we received.

I am especially proud of the recognition given to our Support Practitioners for the way they have adapted to supporting people during COVID-19, continuing to provide a high quality service throughout the pandemic.

Receiving such positive feedback, especially during these difficult times, is very good to hear. It makes you realise what an important part our staff play in making a difference to people’s lives”.

Comments from families and carers include:

  • “Astounded by the dedication of the team. Particularly during COVID.”
  • “They always listen to what I want.”
  • “Staff go over and above to make him happy.”
  • “Management respond very quickly to any questions we have.”
  • “Our experience has been incredibly and supportive.”

While feedback was generally very positive, some responses indicated a need for ELCAP to do things differently or better:

  • “A couple of recent incidents have reduced confidence – things which should have been tackled.”
  • Communication from all levels is falling short.”
  • “Provide good service, but would like relatives’ meetings.”

ELCAP will develop an improvement plan to set out how it will take on board comments and suggestions from families and carers.

A report on the survey results – How good is our care and support:  what families and carers have to say – is available via this link.