The Abbeyfield Society’s latest Residents’ Survey was undertaken earlier in 2022. The survey was provided to residents who live within the houses and homes that The Abbeyfield Society directly manages.
The results from this year’s survey show that 88% of Housing & Independent Living residents who responded are satisfied with the service provided by Abbeyfield, while 87% of Care Home residents who responded are satisfied with the overall standard of the service.
One of the stand-out scores is that 97% of Housing & Independent Living respondents and 94% of Care Home respondents believe Abbeyfield staff members are friendly and approachable.
As the questions in this year’s survey aligned with those used in the national survey in 2019, we were able to compare with results from prior to the COVID-19 pandemic. We were particularly pleased that Abbeyfield has been able to maintain the high scores set before COVID-19, despite the impact on the daily lives of our residents, and on the ability for the normal Abbeyfield community experience to be delivered within our houses and homes during lockdown periods. See below for a breakdown of 2022’s scores by area in comparison to 2019.
Residents’ Survey Results - Housing & Independent Living
|
|
Average score (out of 5) |
|
|
Section |
2022 |
2019 |
|
In General |
4.4 |
4.4 |
|
The Staff |
4.8 |
4.7 |
|
Your Home |
4.6 |
4.7 |
|
The Food |
4.5 |
4.5 |
|
Connections |
4.4 |
4.4 |
|
Value for Money |
4.5 |
4.5 |
Residents’ Survey Results – Care Homes
|
|
Average score (out of 5) |
|
|
Section |
2022 |
2019 |
|
In General |
4.4 |
4.3 |
|
The Staff |
4.7 |
4.6 |
|
Your Home |
4.5 |
4.5 |
|
The Food |
4.3 |
4.2 |
|
Activities |
4.2 |
4.3 |
|
Your Say |
4.4 |
4.5 |
Areas for improvement
While the results are overwhelmingly positive, the following areas have been identified for improvement:
- Maintenance, repairs and refurbishment
- Handling complaints and other issues raised at the service
- Provision of quality food
- Resident engagement and information provision
- Relationships with other residents
- Reviewing the impact of COVID-19
For further information on how we are responding to the Resident Survey results, please see here for Housing and Independent Living services and here for Care Home services. Printed copies are on display at each house and home run by The Abbeyfield Society.