Assessment of Portfolio of Care Home: Complaints and Survey Results

This report analyzes the complaints and survey results of a portfolio of care homes to determine customer satisfaction. It compares the complaints received and survey responses to rank the care homes.

Data Skill

Table of Contents
Introduction......................................................................................................................................3
Complaints received....................................................................................................................3
Residents Survey Results.............................................................................................................4
Comparison between complaints received and survey responses...............................................5
Final Conclusion..........................................................................................................................5

Introduction
This report is based on the assessment of portfolio of care home based on the analysis of
customer satisfaction from the business services. In this assignment; two reports have been
discussed; complaints received and residents survey results. The main objective of this report is
to choose best option among the portfolio which meets the standard of customer satisfaction.
Portfolios are held directly by investors or can be monitored by budget experts and fund
managers. Financial experts should create a profitable package based on their risk strength and
the objectives to which they contribute. Speculators may have multiple concerns for several
reasons. It all depends on a person's goals as a financial expert.
Complaints received
This portfolio had three care homes; Dream Lodge, Silverside and Bramble Lane. The
comparison of common complaints of these three lodges have been done in excel; where it can
be clearly seen that which Care Home records highest complaints and which one get lower.
Home cares
Problem Generating
Complaints DREAM
LODGE
SILVERSI
DE
BRAMBLE
LANE
Highest
complaint
1 Meals provided late 75 17
Records not
kept DL
2 Poor Quality meals 140 42 150 BL
3
Bedroom cleaning at inconvenient
time of day 40 16 145 BL
4 Poor quality of bedroom cleaning 58 17 160 BL
5 Staff unavailable or unhelpful 60 22 120 BL
6 Lack of Family visits 180 130 540 BL
7 Room temperatures too cold 160 55 148 DL
8 Room temperatures too hot. 90 35 102 BL
9 Common areas not cleaned 78 15 94 BL
10 Dementia Care sessions quality 9 3
Not
Applicable DL
11 Medicines not available 25 12 98 BL
12 Activities lacking interest. 130 32
Records not
kept DL

1 2 3 4 5 6 7 8 9 10 11 12
0
100
200
300
400
500
600
DREAM LODGE
SILVERSIDE
BRAMBLE LANE
Interpretation: From the above table; it is clear that the maximum complaint has been received
from Bramble Lane while no highest complaint has been received from Silverside. Thus based
on complaint received analysis, Silverside is the best alternative among portfolio. It can also be
seen that Bramble Lane hasn’t maintained record for activities lacking interest and meals
provided late complaints which indicates its carelessness for providing satisfaction to its clients.
Hence, with no doubt Bramble Lane will be eliminated from the portfolio on the merit of failure
in maintaining consumer satisfaction and giving effort in providing better facilities to its clients.
Residents Survey Results
These three home cares have done a survey in which different people participates and give their
valuable responses. The criteria for survey were:
Staff are competent and kind to residents
Beds are comfortable
Decoration is modern
Access to trained nurses and doctors is good
Meals are good quality and dietary requirements are met
Room temperatures are comfortable.

Regular activities are arranged and are suitable for residents needs.
The care home is located in an area with good shopping facilities
Dementia care provided is good
Facilities are clean and safe
The cost per week to residents represents good value for money
Your overall experience at this care home can be described as good.
Based on these responses have been collected by these three home cares. But the main issue in
analyzing the data is irregular sample size or response collected from all care homes. As number
of people surveyed are not equal for these three. Therefore to compare the data; all the responses
have been converted into means based on strongly disagree, disagree, agree and strongly agree.
At last; these mean of all merits have been converted into percentage composition to make it
easy to compare them with each other. Below is the table of comparison of these data’s:
Home cares
Strongly
Disagree Disagree Agree Strongly Agree
Dream lodge 7% 21% 44% 27%
Silverside 21% 41% 29% 8%
Bramble Lane 9% 24% 55% 12%
Strongly
Disagree Disagree Agree Strongly Agree
0%
10%
20%
30%
40%
50%
60%
Dream lodge
Silverside
Bramble Lane
Interpretation: Hence, it could be clearly seen that; Dream Lodge has the maximum response for
strongly agree; while on the other hand; silverside didn’t able to convince its clients through its

facilities. While disagree percentage of Silverside is highest among portfolio of these three Care
Homes.
Hence, considering strongly agreed data; Dream Lodge is leading other two. On the other hand;
agree responses shows that Bramble Lane has outperformed with more than half people agree
with best facilities provided by Bramble Lane. So, to break the tie; strongly disagree data have
been considered; which indicates that Bramble Lane has recorded 9% while Dream Lodge has
just 7% responses that are strongly disagreeing with the facilities provided by Care homes.
Therefore, based on this analysis it can be clearly concluded that Dream Lodge is exemplar
among portfolio of Home Cares.
Comparison between complaints received and survey responses
Both reports shows opposite result as the best company Silverside based on complaint received
proved to be worst company based on survey response. One of the reasons behind this disparity
could be irregular number of responses or Silverside has less number of consumers visiting their
site. That’s why Silverstone has less number of complains registered as total visitors are less
compare to other Care Homes; Dream Lodge and Bramble Lane.
Final Conclusion
Based on two reports and data collected from complaints received and survey response; it can be
concluded that the in complaints received; Silverside results best care homes which registered
minimum complaints and Bramble Lane proves to be worst case which lodge highest complaints.
Dream Lodge was in middle. Thus these Care Homes have been ranked based on the data
gathered from two separate reports.
Below is the final evaluation of data based on ranks; where higher number shows poor and lesser
number shows best:

Ranks
Home cares Complaints received
Survey
responses Total
Dream lodge 2 1 3
Silverside 1 3 4
Bramble Lane 3 2 5
Complaints received Survey responses Total
0
1
2
3
4
5
6
Dream lodge
Silverside
Bramble Lane
Interpretation: Thus the result shows that Dream Lodge has lesser number among three.
Therefore finally it can be declare that Dream Lodge has act as an exemplar of good practice for
other Care Homes in Jane Pope’s business.