Collecting feedback is one of the best ways to deliver person-centred care. So much so, the Care Quality Commission highly prioritises feedback in their regulatory inspections and they have also launched a campaign that emphasises the importance of it.
The ‘Share for Better Care’ campaign focuses on gathering experiences from people within minority ethnic and lower-income communities, with disabilities and autism, and with learning disabilities.
At Log my Care, we recognise that it’s not always easy collecting feedback within a learning disability care home, so we’re here to help.
Importance of feedback in health and social care
Collecting feedback in health and social care is not just a regulatory requirement; it provides so much more to both supported people and care providers.
Person-centred care is all about giving the people you support in your learning disability care home a voice and a say. By asking for feedback on a regular basis about their care delivery, individuals can express themselves, share their experiences and be part of the decision-making process.
This open line of communication significantly improves a supported person’s satisfaction as they feel like they are being listened to, their preferences are being considered and action is being taken based off their needs.
Care providers can also benefit from regular feedback as it can be used to highlight successful practices as well as areas for improvement. It encourages professional development for staff members and commitment to delivering quality of care for those in need.
Challenges of gathering feedback from learning disability care residents
Time and resources have previously been the most common challenges faced by care providers when gathering feedback from learning disability care residents.
Opportunities to collect and document feedback in real-time have been limited due to paper-based practices. On top of this, the distribution of feedback among the rest of the team also takes more time as only one file can be read by one person at one time. This domino effect continues because acting on feedback will be then delayed too.
The switch to digital has overcome these challenges significantly as all the relevant information is in one place for care providers to access. When they’re collecting feedback, sharing experiences and defining actions, every staff member is on the same page and working towards the same goals.
At Log my Care, we have a guide on switching from paper to digital to show you even more benefits by using a care home management software like ours.
Methods for collecting feedback
Collecting feedback from learning disability care residents can sometimes prove to be difficult, so here are some tips and guidance to help.
Regular questionnaires and surveys
Something simple like a survey or feedback form is one of the easiest ways to gather feedback on a regular basis. Some supported individuals feel more comfortable expressing how they feel by writing it down.
By ensuring the questions are kept short, clear and open-ended, you will be able to see what they think about various aspects of care in as few or as many words as they feel comfortable with. These questionnaires can also be passed onto families to collect even more valuable feedback.
Use regulatory inspection feedback
When CQC gather feedback from those that use the service as part of regulatory compliance, you can use this encourage and direct conversations. If the individual has already raised a concern or compliment during inspections, indicating that you are already aware of their feelings and opinions may inspire them to open up again and give you more details. This will help confirm what is going well and what needs improving.
Real-time feedback forums
Another way to gather feedback is by making sure there are always outlets available for residents to provide it in real-time. Whether this be online using a live chat service or forum, a dedicated feedback helpline or email address, or even a suggestion box, these are useful ways to ensure anonymity and that no experience is forgotten.
Set outcomes and goals
Creating a pathway for residents with set outcomes and goals not only empowers their independence and wellbeing but can also be a great way to receive useful feedback. By using our specific feature within our care home management software, you can keep track of an individual’s progress, celebrate progression and discuss any concerns along the way.
Positive Behaviour Support (PBS) plans
PBS plans are designed to gain a much deeper understanding of the individuals you support, including their care needs and personal goals. By regularly reviewing these together, you can gather feedback about the provision of care and how your team are best supporting the individual, in addition to providing access to behavioural strategies.
Other tips for collecting feedback
- Make the feedback process simple and accessible, using methods that suit the individuals you support and explaining why feedback is being gathered.
- Communicate clearly and adapt your approach based on each person’s processing needs and preferred way of responding.
- Provide extra support where needed, including allowing trusted staff or family to be present to encourage honest feedback.
- Welcome and assess negative feedback to identify service gaps and make meaningful improvements.
- Be transparent about the actions you’ll take in response to feedback, keeping residents involved in shaping their care.
Choose Log my Care’s software to support you and your individuals to effectively gather feedback on a regular basis and deliver high quality care. Book your 1-1 demo with our team to learn more about how the right care management tool can help you.
