Celebrating 300 years
Wednesday, 11 March 2015 12:45

Pro Grand Master's address - March 2015

Quarterly Communication

11 March 2015 
An address by the MW the Pro Grand Master Peter Lowndes

Brethren, the March issue of Freemasonry Today covers the results of the latest Membership Focus Group survey seeking members’ views on many aspects of Freemasonry including friendship, masonic ceremony and charity work.

5,265 members took part in the survey.

I will let you read the full results but I wanted to highlight the following four areas that scored highly. Having respect for others came first, closely followed by being with people who respected others, then meeting people with integrity followed by the ethical and moral ethos of Freemasonry. I have said often in the past that it is no surprise that Freemasonry is such a remarkable fundraiser for charity, because of our code of conduct. I suggest, brethren, that these responses simply endorse that view.

This and future surveys support the Group’s aim of ensuring that any decision about Freemasonry draws upon the views, talents and ideas of members at all levels – not least at lodge level. Talking of lodge level leads me to remind you that the next annual Mentoring Conference is to be held next week and I take this opportunity to stress the continued importance of the Metropolitan, Provincial and District Grand Mentors’ role.

I know that the majority of lodges have now appointed a Mentoring Coordinator but I still remain concerned that, in many cases, no personal mentors have been selected. Here there is a skill in matching the right personal mentor – that is to say, with the best personality characteristics and appropriate knowledge - with each candidate. This relationship will be ever changing as the candidate develops his understanding.

There can be no doubt that the early days of a candidate’s membership are the most impressionable and so it is important that the right personal mentor is assigned as early as possible after the interview stage and, at any rate, from initiation onwards. Pastoral care will always be a vital part of this relationship and it is at this early stage that the candidate should be told that it is perfectly acceptable to talk about Freemasonry and, indeed, be encouraged to do so, particularly as he becomes more experienced. In addition they should demonstrate pride in their membership to their family, friends and acquaintances.

The Metropolitan, Provincial and District Mentors have played a significant role in the running the Mentoring Scheme and I look to the lodges to support them in their important task of helping develop and retain membership at lodge level.

Published in Speeches
Wednesday, 14 December 2011 09:48

Measuring satisfaction

A survey reveals that people feel they are being treated with respect and dignity in Royal Masonic Benevolent Institution care homes

High-quality care provision is a key priority for the Royal Masonic Benevolent Institution, with the organisation conducting annual surveys at its care homes to assess the satisfaction levels of people who use its services. This year’s survey asked both residents and relatives a series of questions on different aspects of service provision and life within their care home, in order to create a full picture of the effectiveness and quality, as well as to highlight which areas require improvement.

Feeling at Home
The care home section of the survey sought to ascertain how satisfied people were with their living accommodation. Overall, residents responded positively, with 91% of residents saying that they liked their room and more than 90% stating that their room was private and that they felt safe and secure. Similar responses were also evident in the survey of relatives, with over 70% stating that their relative or friend settled in well at their chosen care home.

When residents were asked about their experience of the catering provision, the answers indicated that there was room for improvement, especially around the enjoyment, quality and choice of food.

Encouragingly, in the staff section of the survey it was found that 93% of residents felt that staff were polite to them and were helpful, and that staff listened to them – 90% and 80% respectively. These results show that the people living in RMBI homes are treated with dignity and respect, an ethos that is core to the RMBI. Moreover, 88% of relatives and friends also felt that the staff at the care homes had a positive attitude to the residents and that the management team were easily accessible. Also, we were very pleased to learn that 93% of relatives were very satisfied with the responsiveness of staff to matters that concerned them.

ACTIVELY CARING
Activities play an important role in the care homes and the scores in this area were above average. A high proportion of residents (76%) said that they knew what activities were going on in the care home and 57% felt that there were things to do throughout the day.

When asked about help and support, responses were positive, with 81% saying they felt that they could talk to someone about their concerns. Eighty per cent felt that the staff involved them in the way they are cared for, which is a huge increase to a similar question that was asked in previous years when less than 50% of residents agreed with this statement.

These improved results can be attributed to the considerable work that has taken place on the care planning process at all RMBI homes. The way in which the care plans are now completed is more person-centred, and 85% of relatives and friends of residents also stated that they were involved in the planning and delivery of the care provided.

A high 73% of relatives felt that their relative/friend had the opportunity to live life as fully as possible in the care home environment and again 73% said that they were satisfied with the way their relative or friend was being cared for. Very encouragingly, the results found that 91% of residents and relatives said that they would recommend their RMBI home to someone else.

The satisfaction surveys are an important part of the RMBI’s quality assurance programme and the results have been helpful in capturing the experiences of people who use RMBI services and that of their relatives. The RMBI will continue to evaluate the results from the satisfaction surveys and will work with its care home management teams to make sure that any areas that have been identified for improvement are thoroughly addressed, and robust plans to make sure that these developments take place are implemented.




Published in RMBI

High quality care provision is a key priority for the RMBI and as such the RMBI conducts annual satisfaction surveys at all of its care homes to assess and measure the satisfaction levels of people who use its services.

The surveys are sent to both residents and their relatives/friends in order to gain a full picture of the effectiveness of the service provision at RMBI Homes.

To ensure confidentiality and encourage open feedback, the RMBI works with an independent company called Laing & Buisson. The results are then benchmarked to the care sector in order to gain an understanding of how the RMBI compares within the industry. Below is a summary of the results.

This year a total of 932 surveys were sent to RMBI residents with a response rate of 59% and 947 surveys were sent to relatives/friends of residents with an overall response rate of 49%. These response rates are high for a survey of this nature within the sector and a significant improvement to previous years surveys.

KEY OUTCOMES

Both residents and relatives were asked a series of questions on different aspects of service provision and life within the Home, and were required to indicate whether or not they agreed with certain statements in order to demonstrate their satisfaction levels and whether they felt the service quality met their requirements.

The Home

This section of the survey sought to ascertain how satisfied people living at the Homes were with their living accommodation. Overall, residents responded positively and a high proportion of people were able to agree completely with the statements given in the questionnaire, indicating high levels of satisfaction. 91% of residents stated that they liked their room and over 90% stated that their room was private and that they felt safe and secure in the Home. Similar responses were also evident in the relatives survey and over 70% of relatives stated that their relative or friend settled in well at their chosen Home.

Food and Drink

Residents were asked about their experience of the catering provision at the Home. The answers to the questions in this section indicated there was room for improvement in the catering, especially around issues of:-

• Enjoyment of the food.

• The choice offered by the menus.

• The quality of the food.

• The temperature at which the food is served.

Staff

Encouragingly in this section of the survey it was found that 93% of residents felt that staff were polite to them and were helpful, and that staff listened to them – 90% and 80% respectively. These results prove that the people living in RMBI Homes are treated with dignity and respect, an ethos that is core to the RMBI. 88% of relatives and friends also felt that the staff at the Homes had a positive attitude to the residents and that the Management team were easily accessible. 93% of relatives were very satisfied with the responsiveness of staff to matters that concerned them.

Activities

Activities play an important role in the Homes and the scores in this section were above average. A high proportion of residents (76%) said that they knew what activities were going on in the Home and 57% felt that there were things to do throughout the day. The results also highlighted that 49% preferred organised activities and entertainment, whilst 45% liked to do things on their own.

The residents’ answers to these questions revealed that more could be done to encourage stimulation and it is certainly an area the RMBI will seek to improve in the coming months.

Help and Support

People’s responses to the questions in this section were very positive, again indicating high levels of satisfaction. 81% felt that they could talk to someone about their concerns and 80% felt that the staff involved them in the way they are cared for.

The number of residents who felt that they were involved in the way they are cared for is a huge increase to a similar question which was asked in previous years where less than 50% of residents agreed with this statement. This excellent result can be attributed to the considerable work that has taken place on the care planning process at all RMBI Homes. The way in which the care plans are now completed is more person centred and is used to deliver care. Furthermore relatives and friends of residents also stated that they were involved in the planning and delivery of the care provided to their relative/friend (85%).

A very high 73% of relatives felt that their relative/friend had the opportunity to live life as fully as possible in the care Home environment and again 73% said that they were satisfied with the way their relative or friend was being cared for.

Recommending RMBI Homes

Very encouragingly the results found that 91% of residents and relatives said that they would recommend their RMBI Home to someone else. This result clearly demonstrates that overall the people living in RMBI Homes and their relatives are very satisfied with the services provided.

Next steps

The satisfaction surveys are an important part of the RMBI’s quality assurance programme. The results from the surveys have been helpful in capturing the lived experience of people who use RMBI services and that of their relatives. The RMBI will continue to evaluate the results from the satisfaction surveys and will work with the Home Management teams to make sure that were areas of improvement have been identified these are thoroughly addressed and robust improvement plans are developed and implemented.

Published in RMBI

ugle logo          SGC logo