Benalla's Cooinda Village has achieved residential satisfaction results placing it second of 93 surveyed facilities across Australasia.By Monique Freer
Cooinda Village has achieved outstanding resident satisfaction results in a recent benchmark survey, placing it second-best out of 93 surveyed facilities across Australia and New Zealand.
The results, returned from benchmarking organisation QPS, reported a 96.5 per cent overall satisfaction rating, just 0.5 per cent behind the leading organisation in the survey.
Cooinda Village chief executive and director of nursing Margaret Aldous said the staff, volunteers and the committee of management were thrilled with the outstanding results.
‘‘We feel absolutely delighted about the results,’’ Ms Aldous said.
‘‘Our mission is to provide excellent, respectful care to our elders, and the results indicate that is what we are doing.
Cooinda’s results are an increase from recent years, up from 89.6 per cent in 2011 and 86.8 per cent in 2010.
Of the residents capable of responding there was a 90 per cent response rate, and the families of those unable to respond were invited to give feedback also.
Some of the exceptional results included:
Staff meeting special individual needs — 100 per cent positive; care staff being kind, supportive and helpful — 99.5 per cent positive; staff ensuring residents are treated as equals — 99.5 per cent positive; standard of the cleaning — 99.5 per cent positive; care staff being receptive to individual concerns or complaints — 99 per cent positive; gardens and outdoor living areas — 98 per cent positive.
Resident Alby Hales agreed that staff were excellent and very friendly.
‘‘When I came in first, I was sort of lost and didn’t know where anything was, but I just felt like I was family,’’ Mr Hales said.
Bob Goulding, a Cooinda resident of nearly six years, said he was very satisfied with the level of treatment he received.
‘‘The way they look after you is just marvellous — everything’s really individual,’’ Mr Goulding said.
‘‘They’ll have that yarn if you’re feeling a bit down, which boosts you up.
On hearing such feedback from residents, Ms Aldous said she was humbled.
Ms Aldous said the long-term plan for Cooinda was to continue to improve on its current operations, and continue to encourage the staff for their good work.
But in the short term, Cooinda is planning a party with residents and staff to celebrate the exceptional results.
Read more in this week’s Ensign.
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