Friends, Relatives & Advocates Survey (Wales)

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Your Name

Please read the questions below and select the grade you feel we perform. This will help us improve and raise our standards.

1 = Inadequate 2 = Requires improvement 3 = Good 4 = Outstanding

Section 1. Is the service safe?

a. Any equipment that Bluestones Medical Complex Care uses is well maintained
b. There are enough staff to make sure I receive a reliable service that is not rushed and staff have the right mix of skills to make sure I am kept safe
c. I feel confident that my belongings are safe and secure
d. I know how to raise concerns about issues I may observe
e. Staff give medicine according to the Care Plan and it is stored correctly and safely
f. The person important to me is kept safe and protected by staff, but also, they have as much freedom as possible to do the things they want to do
g. Staff protect their dignity and human rights and respect them as an individual
h. The person important to me is protected from being bullied, harassed, harmed and abused
i. Staff protect the dignity and human rights of the Service Users and respect them as individuals
j. Staff deal with incidents and accidents quickly and openly

Section 2. Is the service effective?

a. Staff have the right knowledge, qualifications and skills to carry out their role in providing the person who is important to me with the right care
b. If I have financial guardianship, I have been informed about the costs of the service including any extra costs
c. When needed, I am involved in decisions about their care
d. Staff make sure the person important to me gets the right food and drink, and that they have enough of it
e. I am regularly asked for my views about the service the person important to me receives, and my feedback is consistently good

Section 3. Is the service caring?

a. I can visit the person important to me whenever they would like and I am welcomed by Bluestones Medical Complex Care
b. If they have communication challenges, I was consulted on their likes and dislikes
c. I am encouraged to express my views about the service they receive
d. Staff communicate with the person important to me according to their needs and wishes
e. Staff communicate with me in the way I need them to
f. The person I visit is supported to get the help they need when they need it, such as an advocate (people who can speak on their behalf)
g. The staff team is caring and staff work well together
h. Staff treat me with dignity, respect, kindness and compassion as well as the person important to me

Section 4. Is the service responsive?

a. The treatment and support of the person who is important to me is set out in writing and tells staff what is needed to support them best
b. Where I have an activated lasting Power of Attorney, I am fully involved in decisions about their current and future care
c. They are helped by staff to keep up their hobbies and get involved in the community if they want to
d. They are helped by staff to not feel lonely and staff help them keep in contact with me and other family and friends
e. When they need to visit hospital, staff plan this well with them to make sure it goes as smoothly as possible
f. If I have any concerns and complaints, staff always take them seriously, investigate them thoroughly and respond to them in good time

Section 5. Is the service well-led?

a. I know who the manager is and anyone else in charge
b. Staff know what is expected of them and are happy in their work
c. Staff and managers work effectively with others who may be involved in caring for the person important to me, such as my local council
d. The managers know what they need to do and are always honest, including when things go wrong
e. I am asked for my views on the wider service and I feel included in how things will be different. The management communicates clearly to everyone, thinking about the way we will understand the message best

Section 6. Respecting my privacy

If you wish, you do not have to declare your identity on this survey and you may return it anonymously
A member of staff helped me complete this survey
I have been told that I can return this survey anonymously
I have been told that I can return this survey anonymously
I am satisfied that I can return this survey anonymously if I want to
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