Page 13 - 2017 Mosaic Annual Report

Client and Family

Satisfaction Levels

Figures based on a Client Satisfaction Survey undertaken by an independent
research company during November/December 2016.

QUALITY OF SUPPORT PERCEPTION OF CARERS

97% of clients and/or family members were either Extremely Mosaic scored highly on the

Satisfied (84%) or Very Satisfied (13%) with the quality of following measures:
support received from Mosaic. This was an 8% increase on Being helpful 95%
the previous year. Explaining things easily 95%

Being friendly 95%
HAPPINESS WITH SPECIFIC ASPECTS OF SUPPORTED Being caring 94%

ACCOMMODATION
Respecting you 93%
Shower & toilet facilities 98%

Bedrooms 96%
Variety of activities 88% AREAS FOR IMPROVEMENT

Friendliness of other residents 86% There were some suggestions for

Quality of food 82% improvement relating to:

Activities

OVERALL HAPPINESS WITH SUPPORTED Staff retention
ACCOMMODATION Communications

92% of clients and/or family members were either Extremely Training
Satisfied (80%) or Very Satisfied (12%) with the quality of Response actions have been

supported accommodation at Mosaic, a 1% increase on the progressed to address these points.
previous year.

“The staff are very friendly and treat my son with respect - nothing is too much trouble”.
Family Member

“They are excellent the way they look after my son - he is very happy and so am I with the way
they assist him; there is a lot of understanding there”.
Family Member

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