prince george duke of kent court · 2019-03-06 · prince george duke of kent court the royal...

Prince George Duke of

Kent Court

The Royal Masonic Benevolent

Institution Care Company

Your Care Rating 2018/19

Care Home report

This report provides results for Prince George Duke of Kent Court.

The report is based on responses to the Your Care Rating (YCR) surveys as follows:

59 response(s) from residents

22 response(s) from family and friends

Your Care Rating2018/2019 survey

Overall Performance Rating & Theme Scores

Prince George Duke of Kent Court

The Overall Performance Rating (OPR) and theme

scores are out of 1000. The OPR is based on the

theme scores.

Theme ScoresOverall OPR Score

Key Indicators

9694 9390

% Satisfied with

overall standard

of the care home

% Overall happy

living here

898354

7391

73

% Satisfied with

overall standard

of the care home

% Saying home is

good at keeping

relatives informed

% Agree the home

provides value for

money

Net Promoter Score

The percent of respondents likely to recommend

their care home as 9 or 10 out of 10, minus the

percent likely to recommend it as 0 to 6 out of 10

Residents’ survey‘18/19

‘17/18

‘18/19Family & Friends survey

’17/18

879774

Overall OPR Score

882YCR

average

OPR

842YCR

average

OPR

880

901

876

825

774

885

848

742

895

906

915

728

674

859

887

796

Your

‘17/18

OPR869 799

+32+22

+19‘17/18 NPS +47

Staff & Care

Quality

of life

Home

Comforts

Choice &

having a say

Family & friends’ survey –

% strongly/tend to agree

Residents’ survey –


98 100 98 91

Can have visits

when wanted

Can speak to

senior staff

Can choose when to

get up/go to bed

Can have own

things around them

Can take part in

hobbies

98 71 97 95 85 80

Responsive

This page presents results for this care home on comparable measures between the residents’ and family and friends’ surveys (not all

attributes are shown), in alignment with regulatory 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 not reflect results of regulator inspections o r reports (nor

are they endorsed by any of the national regulators covering England, Wales, Scotland and Northern Ireland).

Caring

Comparisons by regulatory themes

98

82

90

86

95

59

Your Care Rating2018/2019 surveyPrince George Duke of Kent

Court

Treated with kindness

Privacy is respected

Staff have time to talk

98

77

100

95

79

55

81

52

84

64

Comparisons by regulatory themes

This page presents results for this care home on comparable measures between the residents’ and family and friends’ surveys (not all

attributes are shown), in alignment with regulatory 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 not reflect results of regulator inspections o r reports (nor

are they endorsed by any of the national regulators covering England, Wales, Scotland and Northern Ireland).

Well led

Safe

Effective

Clean and tidy home Safe and secure place to live

90 82 100 100

Happy with access to

doctors/nurses

Happy/satisfied with complaints

procedure

Your Care Rating2018/2019 surveyPrince George Duke of Kent

Court

64 839496

Staff provide the

care needed

Easy access to

garden area

Menu offers a

good variety

Good quality

food

Good laundry

service

Family & friends’ survey –


Residents’ survey –


71

67

67

66

64

64

57

53

52

28

31

30

33

33

31

37

41

45

4

2

5

2

Treated with kindness, dignity andrespect

Happy with care and support

Happy with access to doctors,nurses, dentists

Staff capable of providing care

Staff are available when needed

Staff understand me as an individual

Staff dealing with complaints andconcerns

Staff have time to talk to me

Staff are sensitive to how I amfeeling

Total Agree (%)

Total‘18/19

YCRaverage

Change since

‘17/18

98 98 -2

98 96 -2

96 91 +2

98 95 -2

97 91 +3

95 94 -1

94 89 +4

95 86 +5

97 91 +3

Residents’Theme: Staff & Care

% Strongly agree % Tend to agree % Total disagree

Theme score ‘18/19

YCR average Change since ‘17/18

895 881 +15

(% Strongly / Tend to disagree)

57

48

46

36

33

33

32

48

5

12

7

7

The home is clean and tidy

The food served at mealtimes is ofgood quality

The menu offers a good variety ofchoices each day

The laundry service is good

77

64

64

56

21

36

34

40

2

I can speak to senior members ofstaff if I need to

I have easy access to a pleasantgarden/outdoor area

I can choose what time I get up andgo to bed

I have a real say in how staff providecare and support to me

Total Agree (%)

Total‘18/19

YCRaverage

Change since

‘17/18

90 97 -2

81 88 -11

79 86 -10

84 90 -10

Theme: Home comforts

Theme: Choice & having a say

Residents’

98 92 +4

100 91 0

98 93 +10

96 85 +6



796 856 -29



906 871 +30

% Strongly agree % Tend to agree % Total disagree (% Strongly / Tend to disagree)

84

83

73

63

53

14

14

27

27

33

2

3

5

I can have visitors when I want to

I can have enough of my own thingsaround me

This home is a safe and secure placeto live

My privacy is respected

I can take part in activities/hobbiesif I want to

Total Agree (%)

Total‘18/19

YCRaverage

Change since

‘17/18

98 99 0

97 97 -1

100 97 0

90 95 -4

85 94 -9

Theme: Quality of LifeResidents’



915 930 +14


*Asked in Family and Friends’ survey only – attribute does not contribute to OPR and Theme score calculations

77

55

55

55

50

50

48

42

41

41

39

36

23

18

23

36

27

18

27

23

29

42

45

36

44

23

41

41

5

9

9

14

14

5

11

9

9

11

23

18

32

I am made to feel welcome when Ivisit*

Aware of procedure for making acomplaint/raising concerns*

Residents treated with kindness,dignity and respect

Staff respect my relative or friend'spersonal belongings*

Staff seem capable of providing thecare needed

Residents are well presented*

The home supports my emotionalneeds*

Residents encouraged to lead asindependent a life as possible*

Staff know my relative or friend'sneeds and preferences well*

Staff have a professional manner*

Staff have satisfactorily dealt withcomplaints and concerns

Staff have time to talk

Happy with access to doctors,nurses, dentists

There are enough staff to meet theneeds of residents*

Total Agree (%)

Total‘18/19

YCRaverage

Change since

‘17/18

100 97 +2

91 81 +4

82 98 -11

73 91 -16

77 90 -3

73 87 -3

76 78 +7

84 82 -3

86 88 +12

77 94 -10

83 82 +1

59 76 -11

64 88 -14

59 61 +7

Family & Friends’Theme: Staff & CareTheme score

‘18/19YCR average Change since

‘17/18

728 821 -46


59

50

50

45

30

29

27

27

36

32

45

25

24

36

14

9

9

20

29

9

The smell of the home is generallyacceptable*

The home's facilities are suitable tomeet residents' needs*

The home seems clean and tidy

The building and outdoor space iswell maintained*

The menu offers a good variety ofchoices each day

The food served at mealtimes seemsof good quality

The laundry service seems good

Total Agree (%)

Total‘18/19

YCRaverage

Change since

‘17/18

86 90 -1

86 93 -7

82 95 -11

91 91 -7

55 80 -15

52 84 -28

64 80 -16

Family & Friends’Theme: Home comfortsTheme score


‘17/18

674 811 -68



82

67

67

62

60

43

41

36

17

9

29

14

33

35

29

41

32

39

9

10

5

5

14

5

9

11

I can speak to senior members ofstaff if I wish to

My relative or friend has easy accessto a pleasant garden/outdoor area

Staff appreciate my input into myrelative or friend's care*

I can be involved in decisions about my relative or friend’s care

The home supports my relative orfriend to maintain their personal

identity*

My relative or friend can choosewhat time they get up or go to bed

I am given sufficient opportunitiesto comment on the running of the

home*

The home offers a range of activities that suit my relative or friend’s

needs*

Special food needs are met*

Total Agree (%)

Total‘18/19

YCRaverage

Change since

‘17/18

91 94 -9

95 86 -1

81 88 -7

95 92 +2

95 88 -3

71 78 -2

82 69 -14

68 75 +1

56 74 -6

Family & Friends’Theme: Choice & having a sayTheme score


‘17/18

859 851 +11



82

64

64

59

45

38

36

18

36

23

36

35

48

55

5

10

10

5

I can visit my relative or friend whenI want to

The home seems a safe and secureplace to live

My relative or friend's privacy isrespected

Residents can have enough of theirown things around them

My relative or friend is encouragedto take part in hobbies of interest if

they want to

My relative or friend is helped tostay as physically and mentally

active as they can be*

The home seems a happy place tolive*

Family & Friends’Theme: Quality of life

Total Agree (%)

Total‘18/19

YCRaverage

Change since

‘17/18

100 100 0

100 97 +2

86 95 -10

95 98 -3

80 78 0

86 77 +14

91 91 +9



887 903 +2



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, 19 care home providers participated in the

Your Care Rating Residents’ survey in 2018/19. A

total of 11,188 residents took part in the survey

across 532 care homes. The survey was conducted

from early September to late October 2018. 15

care home providers participated in the Your Care

Rating Family and Friends’ survey in 2018/19. A

total of 6,796 family members and friends of

residents took part in the survey across 525 care

homes. The survey was conducted between

October and November 2018, with responses

completed online or using a paper-based

questionnaire. Trend data is shown for care homes

that took part in 2017/18 (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

Prince George Duke of Kent Court

Results are based on:

This home report provides a breakdown of

results for:

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.

59 response(s) from residents

22 response(s) from family and friends

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

prince george duke of kent court · 2019-03-06 · prince george duke of kent court the royal...

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