Adult & Community Support Services (ACSS): Quality Audit 2007

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This questionnaire covers the whole of the Adult and Community Support Service for the past year and was sent to 213 Members and Carers. 18 responses were received from individuals in addition to group responses covering 20 members, making a total of 38 responses.

Click the following links to view the relevant section of the audit:

1. General Information
2. Service Provided During Rebuilding
3. Karten IT Courses

Click here for White Lodge's response to this quality audit.

1. General Information

1a) i) Do you have a physical disability?
Yes: 30
No: 8

1a) ii) Are you a carer?
Yes: 14
No: 24

1b) Which parts of the Adult and Community Support Service do you use?
Resource Centre ie. Creative Arts and Leisure and Life Skills: 17
Therapy Service: 17
Back Care Advice for Carers: 7
Community Stroke Service: 5
New Horizons Stroke Club: 6
Karten IT Suite / Courses: 18
Employment Support: 4

1c) Do you consider that you benefit from the service that you access?
Yes: 31
No: 3
N/A: 4

Comments
“I suggest opening the Resource Centre at the weekends.”
“I was planning to attend a basic computing course but am now not fit enough to do so.”
“There on demand, the IT that is.”
“Can process info using a memory stick.” x 2
“One member cannot use computer due to not having correct equipment;
one member has use of a computer at home – uses it for entertainment eg games.”
“My fitness has improved.”
"My arm has become stronger.”
“Physio very beneficial.”
“Hydro is the best thing to stop deterioration.”
“I never used to be able to stand for more than five seconds but, thanks to the therapy, I manage lots longer if supported.”
“There isn’t enough laptops to go round.”
“Does not like using walker.”
“Cannot see to use the laptop.”
“Likes the exercises and all the staff, especially Key Worker.”
“Swimming and using the computer helps a lot.”
“Hydro and massage helps.”
“More flexible and stronger with less spasms.”
“Like doing physio as I can sit up better than before – it helps with relaxing muscles.”
"Karten course helps me to print general things”
“Improvement to both fitness and mobility.”
Two have benefited from their voluntary work.
Four benefited from a social point of view.
One benefited from playing snooker with Dave on the computer and learning new skills.

1d) i) Are you satisfied with the service?
Yes: 32
No: 3

1d) ii) How would you rate the service provided?
Excellent: 9
Very good: 16
Good: 10
Satisfactory: 0
Poor: 1

Comments
“I feel that the service offered is inconsistent.”
“Would like bigger choice!”
“I think there should be more staff.”
“Back care advice service is excellent – shame it is hindered because of equipment shortages, although I appreciate this is in no way the fault of White Lodge or the staff and is a Social Services area, but this unfortunately restricts what White Lodge are able to do.”
“I am currently working to keep New Horizons going and to pass on any needs I observe.”
“Dave is great, always willing to help.”
“The excellent care and advice I have received from my Back Care Advisor has made it possible for me to continue to care for my mother at home.”
“The service has helped both my wife and myself and made life easier for us both.”
“The service is fine considering our current circumstances.”
“I like it.”
“I meet friends here to talk to.”
“I like the bowling.”
“Happy.”
“Very happy with everything.”
“Very happy that we have been able to make use of what we’ve got even though we are all together.”
“Very good support and well organised.”
“Can’t see numbers and letters on laptop.”
One does not use computers.
One uses a computer for emails.

1e) Do you find the staff team:

Comments
One person said non applicable to ‘confidential’.
“On the whole excellent, with the exception of one staff member.”
“Very satisfied with the service and have no comments or complaints to make but is happy to raise issues if necessary – very happy with the staff.”
“Staff are always there and they are far more than carers.”
“Very happy.”
“I think they deserve millions of pounds in thanks.”
“They are cool.”
“Uses a communication book regularly (mostly Jackie).”
“Happy with the staff.”
“Very happy – can talk to mostly anyone about anything.”
“More support is given here than other centres.”
“Good staff.”
“Would speak to Di and Jackie only.”

1f) Are you aware that White Lodge Centre has Core Standards?
Yes: 27
No: 9
N/A: 2

Comments
Everyone said they were happy with the above after they were read out.
Everyone is happy.

1g) Do you believe our performance matches our standards?
Yes: 32
No: 1
Not answered: 5

Comments
“Not aware of what the standards are.”
“Always do what we say.”
“Haven’t been able to go on trips due to staff shortages and weather conditions.”
All happy with these.
“We do what we say.” x 4
“Everyone and everything can improve or be improved.”

1h) If anything goes wrong, do you feel every effort is made to put things right as quickly as possible?
Yes: 30
No: 1
N/A: 5
Not answered: 2

Comments
“Probably.”
“Not aware that anything has ever gone wrong.”
“Never had anything go wrong.”
“Nothing has gone wrong.”
It’s good.
All happy.
“Everyone is very supportive.” x 2

1i) Are you aware that White Lodge Centre has held the following awards for some years and has been re-accredited with them during the past 18 months?

The Chartermark Award – an award, open to all public sector organisations, which sets standards to help everyone in our organisation focus on and improve our service to people who use our services and promotes continuous improvement.
Yes: 28
No: 10

The Investor in People Award – an award which sets a standard giving a framework for us to ensure staff have the right knowledge, skills and motivation, to work efficiently.
Yes: 22
No: 15
Not answered: 1

1j) i) Are you aware of our website? It is www.whitelodgecentre.co.uk
Yes: 28
No: 9
Not answered: 1

1j) ii) If yes, when was the last time you looked at it?
This week: 1
This month: 2
In the past 6 months: 9
Never: 14
(2 in last year; 1 can’t remember)

1j) iii) How would you rate it?
Excellent: 5
Very good: 3
Good: 5
Satisfactory: 1
Poor: 0

Comments
“Not a PC user.”
Five members were not sure of address until told.
“It is there to advise you but should be updated more regularly.”
“I have never tried it, but I will.”
Two members cannot comment.
One member hasn’t looked at is as prefers conversations about what is going on.
Three members were aware but not familiar.
Seven members didn’t know the address.
Three members find it hard to control the mouse.
“Useful for finding out what we do.”
“Very informative.”

1k) i) Are you aware that we work in partnership with other organisations?
Yes: 22
No: 15
Not answered: 1

1k) ii) If yes, please state which ones.
“Back care advice service.”
“PCT – SILC – SCOPE – SUN.”
“Stroke Club.”
“As shown on letter page plus Age Concern, Social Services and Care Agencies.”
“Back carers, therapist.”
“Yes I presume you do but don’t know which ones.”
“Elmbridge carers.”
Job Centre, Rotary Clubs, Variety Club, CAB, Scope, Adults and Community Care,
Lions clubs, Borough Councils .
“Don’t know any.” x 4
Unable to name any – these were read out.
Strodes/Brooklands, BA, other charities.
Social Services.

1l) Are there any other comments you would like to make about any aspect of White Lodge Centre?
Yes: 11
No: 27

Comments
“Will wait until the new building is finished.”
“I would like to see the centre open at weekends: 9 – 10pm. Also to have access to dental treatment, hairdressing and massage and chiropody services.”
“As usual, an excellent service provided by lovely people – thank you.”
“I always feel very welcome whenever I enter the building for whatever purpose.”
“The staff do very well in the current conditions and have a lot of patience.”
“We are very fortunate to have the venue at New Haw but we are looking forward to going back to White Lodge.”
“I’d hate to think of the trouble I’d be in it I didn’t come here.”
“Brilliant!”
“Wonderful.”
“The building will be brilliant when it’s finished.”
“Anniversary celebrations were really good.”
"Very helpful in suggesting pain relief.”
“Everyone has got it right.”
“Swimming is good with good results by working with Sekhar.” x 2
“I suggest asking disabled people for their ideas on how to use the new building. I
suggest more O.T.”

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2a) How did you find the management of the move off site?

Comments
“It was organised excellently.”
Four members don’t remember being offered the chance to have a taster session.
“The staff have made us very happy here.”
“The journey is longer.”
“Bit noisy.”
Transport was arranged well and the chance for a taster session was provided. x 5
“Was off sick during move.”
“Management was good.”
“Found it difficult in terms of transportation between both venues in respect of coping ability.”

2b) i) Have you taken part in any of the following additional activities offered off site?
Yes: 13
No: 12
N/A: 8

2b) ii) Please tick those appropriate.
Photography course: 5
Building Skills and Managing Choice course: 3
Gardening Group: 2
Ready, Steady, Cook Session: 9
Trips eg The London Eye: 14

Comments
“The pub and shopping.”
“I cannot drive far so will attend again next year.”
“London Eye – would like to in future.”
Some were cancelled due to staff shortages and weather conditions.

2c) i) Building updates are regularly posted on our website, they are discussed and photos are shown during information sessions. Do you consider that you are being kept up to date?
Yes: 21
No: 9
Not answered: 8

Comments
“Don’t use computer.”
“Don’t visit the web.”
“I have not checked but I see the progress week by week.”
Five members all said adequate.

2c) ii) A programme of site visits is currently under way, have you taken up this opportunity?
Yes: 3
No: 24
Not answered: 11

2c) iii) If no, would you like to arrange a visit?
Yes: 18
No: 6

Comments
“Not sure.”
“When nearer completion.”
“Possibly – vol. carer.”

2d) i) Do you know who your Key Worker is?
Yes: 22
No: 1

Comments
1 member responded no as they had forgotten
“Di Cheeseman.”
“They are excellent.”

2d) ii) Can you describe their role?
“Keeps contact and looks after my wellbeing.”
“Adult Services Manager.”
“Sorts my problems, advises opportunities, etc.”
“Can discuss issues confidentially.”
“Helpful and ensuring wellbeing.”
“To provide assistance to individuals members and see if anyone has any problems.”
“They are here to listen to and help with any problems we might have.”
“They take us out some places.”
“Go to them with suggestions.”
“Provide information.”
“They provide assistance.”
“To help with any problems both at White Lodge and personal.”
“They help when it is needed.”

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3a) As you are aware, during the re-building we have had to find other venues for the Karten Courses. Please rate how you have found these venues.

Comments
16 people did not answer this question.
“Have not used.”
“Can’t use computers.”
“New Haw has everything I could want in terms of help, computers and communication.”
“We can watch films.”
“The two venues are really nice.”
“In some ways Pyrford is better than New Haw.” x 2

3b) How would you rate the courses you have attended?
Excellent: 3
Very good: 3
Good: 1
Satisfactory: 4
Poor: 0
Not answered: 6

Comments
“Questions could be rephrased.”
“I tried one once on computing but it was too intense on my mind then.”
“I don’t think I have tried any courses here.”
“The photography course was enjoyable.”

3c) i) Did you achieve your learning outcomes from the course(s)?
Yes: 7
No: 1
Not answered: 5

3c) ii) If no, why not?
“Needed more detail”
Those who said 'not applicable' did not undertake any courses.
“I can take a picture with help.”

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Click here for White Lodge's response to this quality audit.