Listening, Learning, Improving: 2025 Service User Satisfaction Survey Results

At Bespoke Care and Support Services, we believe that good care starts with listening. That’s why every year we invite the people we support — and their families — to take part in a Service User Satisfaction Survey. This helps us understand what we’re doing well, where we can improve, and how to shape the future of our service together.

We’re proud to share the highlights from our 2025 results, which reflect the voices of individuals receiving homecare in Huddersfield, across all areas of Kirklees.

Strong Satisfaction with Care Workers

One of the clearest messages from this year’s survey was the appreciation shown for our dedicated care staff. When asked about their experience:

• 84.6% said care workers are always polite, respectful, and thoughtful

• 84.6% also said their privacy and dignity were always respected

• 76.9% reported being consistently involved in decisions about their personal care

  
  

Comments praised individual staff members by name including Carol, Katie, Michelle, Muhammad, Lucy, Tahera, and many more. One family member said:

“Katie is amazing. She goes over and above with her care. She is super friendly and makes her visit enjoyable for all. We are also happy with Michelle — she is always professional.”

“Carol always stays for the full amount of time and sees what needs doing. We know we can rely on her.”

We couldn’t ask for a better reflection of the heart and soul of domiciliary care where genuine relationships and trust matter most.

Continuity, Comfort and Timings

• 61.5% of service users said they usually saw the same familiar carers most of the time

• 92.3% said office staff always introduced themselves and were courteous

• While 69.2% of phone calls to the office were answered quickly, there’s still room to tighten response times and callbacks

  
  

Timing of visits matters too. 69.2% said it was very important that carers arrive close to their preferred time, and we’re continuing to work on improving punctuality and planning to reflect this priority.

Feeling Safe and Supported

For those receiving support with mobility or transfers, over 85% said they felt safe, respected, and confident in how the care was delivered. One person commented:

“Much better than my last care provider.”

Another said:

“Helen, Care Coordinator and Ashley, Operations Manager have both been very supportive with my mother’s needs.”

We take great pride in making people feel safe in their homes, no matter their level of need.

Overall Impressions

The final question asked how satisfied people were overall with the care and support they receive. The result?

🌟 4.5 out of 5 stars on average💬 61.5% gave us a perfect 5-star rating

This tells us we’re on the right path — but also that we must keep listening, learning, and improving every step of the way.

What’s Next?

These surveys help us continuously evolve as a care provider. We’ve already begun feeding the results into our staff training, rota planning, and quality assurance processes. Every comment has been reviewed — whether it was praise or a suggestion for change.

As a trusted provider of private care in Huddersfield, we’re committed to transparency and excellence. We want everyone we support — and every family — to feel heard, respected, and empowered.

If you have any feedback of your own, or you’d like to talk to us about your support needs, please get in touch with the team on 01484 483073.