Data Skills Portfolio: Analyzing Complaints and Surveys of Care Homes

This data skills portfolio analyzes complaints and survey data from three elderly care homes (Dream Lodge, Silverside, and Bramble Lane) to evaluate their performance and identify areas for improvement. The analysis includes a review of complaint categories such as lack of family visits, poor food quality, and room temperature issues, as well as survey data regarding staff competence, comfort levels, and overall satisfaction. The report uses graphs to visualize the data and compares the three care homes, with Silverside being in a better position compared to others. The analysis reveals Bramble Lane to be the best example despite having the most complaints, due to positive responses in the survey. The report concludes with recommendations for improving the quality of care, enhancing customer satisfaction, and using the best practices of Bramble Lane to improve other care homes.

Data Skills Portfolio

TABLE OF CONTENTS
INTRODUCTION......................................................................................................................3
MAIN BODY.............................................................................................................................3
Analysing the problems generating complaints by the three elderly care homes..................3
CONCLUSION..........................................................................................................................6

INTRODUCTION
Customer satisfaction is the key to the overall success of the business organization
which makes its important for the businesses to focus on the customer well-being and
satisfaction level. This portfolio states about the evaluation of three care homes and
identifying the best one which can be used as example of good practices.
MAIN BODY
Analysing the problems generating complaints by the three elderly care homes
Based on graph presented above it can be easily seen that the major problems which
has been complaint about in all the three care homes is that of lack of family visits. In Dream
Lodge, there are complaints regarding poor quality of food which is 140 and in Bramble Lane
the number is 150 which is very high as compared to the Silverside care home where the
complaint is very less, which is, 42. Under lack of family visit, the Bramble Lane is having
the highest number of complaints counted to 540 which is followed by Dream Lodge with
Meals provided late
Poor Quality meals
Bedroom cleaning at inconvenient time of day
Poor quality of bedroom cleaning
Staff unavailable or unhelpful
Lack of Family visits
Room temperatures too cold
Room temperatures too hot.
Common areas not cleaned
Dementia Care sessions quality
Medicines not available
Activities lacking interest.
0 50 100 150 200 250 300 350 400 450 500 550 600 650 700 750 800 850 900
Problem Generating Complaints
Number of Complaints of Dream Lodge Number of Complaints of Silverside Number of Complaints of BRAMBLE LANE

180 and then Silverside with 130 complaints. The very low complaints is in respect to the
dementia care sessions which is applicable to Dream lodge and silverside having number of
complaints to 9 and 3 respectively. Along with that there is increasing complaint in regard to
the non-availability of the medicines which was highest in case of Bramble Lane with total
98 complaints, then dream Lodge with 25 and Silverside with 12 complaints. Apart from all
this, the most of the complaint has been received for Bramble Lane under various categories
such as cleaning of bedroom at the odd times of the day, lower quality of room cleaning,
unavailability of the staff at the required time. Also, the problem of room temperature to be
very cold or very hot is high in Bramble Lane and Dream lodge which is in total 250 whereas
in Silverside it is just 90 in total. Also, Bramble Lane have not maintained the proper data on
account of providing meals late or in respect of providing activities with interest. There is
huge difference between these three care homes.
Therefore, after in-depth analysis of the complaints received in these three care home,
it can be said that Silverside seems to be in better position as compared to others in terms of
complaints in all the categories. All these three need to work on the problem of lack of family
visits which is very high especially in Bramble Lane and in the room temperature problems.
0
50
100
150
200
9 12 6 8 5 28 21 2 12 8 46 14
43 38 25 31 21
72
24 96
15 16
78
25
120 110 95 128
84
75
78
99
36 40
48
96
28 40 74 33 90
25 77
3
32
136
28 65
Survey of Dream lodge
Strongly Disagree Disagree Agree Strongly Agree
The above graphical representation is about the survey which is being carried out
across the 3 home cares. The above graph is about the response being received from the
Dream Lodge care home. The most of the residents feel that room temperature is not good or

comfortable and 28 respondents strongly disagrees that the rooms are comfortable and also
things that the cost per week which is charged from the resident is not the worth of service
provided by it. In contrast to it, the residents agree that the staff is competent and kind and to
the residents which counts for 120 and also the beds are comfortable which is 110 and
comfortable access to the nurses and the doctors is 128. The 136 residents strongly agree to
the information that the facility is very clean and they feel safe there.
Therefore, based on the above evaluation, the Dream Lodge is required to work on
improving the room temperature and the cost which is charged which is not worth the value
for money. In opposite to it, it is best in terms of providing good medical facilities and the
competent staff along with the clean, hygienic and safe facilities.
0
20
40
60
80
100
120
140
38 42 32 5
45 15 28 5 8 25 15 24
58 65
34
15
59
40
66
48 14
62
35
61
20 10
40
78
11
54
18
63
5
25
45
27
4 3 14 22 5 11 8 4
1
8 25 8
Survey Data of Silverside
Strongly Disagree Disagree Agree Strongly Agree
As represented in the above graph, it can be seen that the residents are disagrees that
the staff are very competent and good to the residents which counts total to 96, also the beds
are comfortable which represents 107 negative responses. Apart from this, the quality of
meals being provided along with meeting the dietary requirement counts to 104. Also, the
activities provided by it are not as per the requirements and needs of the residents. On the
other hand, the resident agrees that the medical facilities in terms of availability of trained
nurses and the doctors is very good for the 78 agrees and 22 strongly agrees. Also, the

location where it is located is good which counts for 67. But on account of the overall
experience, 85 residents disagree and 35 agrees with a difference 50 which is huge.
Therefore, the Silverside is having the strong base on medical help and the location
where it is located. But it needs to work on the behaviour of its staff, quality of meals
provided, cost charged.
0
200
400
600
62 65 40 66 70 62 50 22 0 64 35 58
150 140 90 145 135 138 150 270
0
148 125 115
340 330
250
325 360 355 380 300
0
360
250 390
48 65 220 64 35 45 20 8
0
28 190 37
Survey Data of Bramble Lane
Strongly Disagree Disagree Agree Strongly Agree
It can be clearly seen in the graph that in most of cases, it is having strong positive
response from the residents. It means that it is have a good impact over the customers which
has led to the huge positive response. Therefore, the only thing it requires to improve is the
quality of food and the beds along with the cleanliness and the safety.
It seems to be complete opposite of the complaint filed. By seeing at the complaints, it
seemed to be in the tough situation by based on survey it is at the top position.
CONCLUSION
Based on the analysis, it can be said that the Bramble Lane seems to be the best
example, that can be used for setting examples for other care homes. Despite having large
number of complaints, it cannot be neglected that it is having eth highest positive responses
on almost all the cases. Of course, there are certain areas where it should work on for further
improving it which includes quality of the meal, maintain cleanliness, hygienic and the safe
environment just for making sure it converts into positive response. Therefore, it is the best
choice to considered for improving other care homes.