Carers identified the following strengths in Aspectin the questionnaire (the % refers to the number of respondents who agreed or strongly agreed with the statement.).
Aspect staff respect the privacy of clients, their families and carers (95%)
Aspect staff engage in good safety behaviour (94%)
Aspect staff are friendly (93%)
Aspect staff are aware of their duty of care responsibilities (92%)
Aspect staff respect clients and their families and carers (92%)
Aspect endeavours to create a safe and secure environment (92%)
Carers respect Aspect staff (91%)
Carers intend to continue using Aspect services (90%)
Aspect has high ethical standards (89%)
Aspect has a strong focus on achieving positive results for clients and their families and carers (89%)
Aspect acts responsibly (88%)
Aspect staff are competent (86%)
Aspect delivers care and services that are of high quality (83%)
Aspect understands the needs of clients and their families and carers (83%)
The communications carers receive from Aspect has been useful (80%)
Aspect provides services at the agreed time (80%)
A number of carers also identified strengths through the open-ended text responses:
Carers indicated a high standard of knowledge and experience amongst Aspect staff (50%)
Carers commented that Aspect staff provided superior customer service (32%)
Carers commented that Aspect staff were dedicated and committed (13%)
Compared with the 2003 survey, more carers:
(Note: the % shows how many more carers agreed or strongly agreed with the statement in 2005 compared with 2003)
Are confident that Aspect would be effective at dealing with complaints (19%)
Believe the way Aspect is run has improved since 2003 (14%)
Feel Aspect is good at learning from its mistakes and successes than in 2003 (13%)
Feel Aspect listens to their suggestions and ideas than in 2003 (12%)
Believe Aspect has increased the accuracy of its billing procedures than in 2003 (12%)
Believe Aspect understands the needs of clients and their families and carers (10%)
Perceive Aspect to be an innovative organisation (10%)
Areas needing improvement (the % refers to the number of carers who strongly disagreed, disagreed or didn’t know):
Carers:
are unaware of the future direction of Aspect (59%)
believe Aspect does not act on their suggestions and ideas (43%)
believe clients and their families and carers are insufficiently informed about what’s going on in Aspect (42%)
believe the range of services provided to clients and their families and carers could be improved (38%)
believe Aspect does not learn from its mistakes and successes (36%)
feel the fees charged for Aspect services are unreasonable (33%)
believe that Aspect could be more prompt in responding to their needs (33%)
believe the way Aspect is run has not improved over the last two years (31%)
believe that the buildings, grounds and facilities used by their family member are not in good condition (30%)
A small number of carers also identified areas for improvement through the open-ended text responses:
Carers wanted Aspect to increase the amount and frequency of services. (17%)
Carers wanted Aspect to increase the level of communication to carers, clients and their families to enable awareness of issues at Aspect (15%)
Carers wanted Aspect to source more government funding with a view to increasing resources and reducing fees. (10%)
