Table

zone
Community
Fredericton
zone
Zone 3
Fredericton and River Valley Area
zone
Province
New Brunswick
Key indicators
Accessibility
The services they received had started as soon as they thought they needed them % | 2021
90.1
86.2 - 94.0
90.0
87.9 - 92.0
89.8
88.8 - 90.7
Always received services in their preferred language - when English is preferred % | 2021
91.7
88.1 - 95.3
94.1
92.5 - 95.7
93.3
92.4 - 94.3
Always received services in their preferred language - when French is preferred % | 2021
S
S
86.1
84.0 - 88.2
Appropriateness
Home support workers seemed informed and up-to-date about all the care the client received % | 2021
44.3
35.7 - 52.8
60.8
56.4 - 65.3
63.5
61.3 - 65.7
Family caregivers received information that they wanted when they needed it, strongly agree % | 2021
31.6
24.2 - 39.0
34.4
30.8 - 38.0
34.8
33.1 - 36.5
Safety
Clients reported that they were harmed because of an error or mistake as a result of services received % | 2021
S
1.5
0.7 - 2.3
2.2
1.7 - 2.6
Communication
Home support workers explained things in a way that was easy to understand, always % | 2021
74.4
68.4 - 80.3
79.9
77.1 - 82.7
80.2
79.0 - 81.5
Home support workers treated them with courtesy and respect, always % | 2021
84.3
79.5 - 89.1
87.4
85.1 - 89.7
87.6
86.6 - 88.6
Overall satisfaction
Favourable rating of 8, 9 or 10 for the services received in the last 2 months % | 2021
80.5
75.3 - 85.7
85.3
82.9 - 87.7
87.9
86.9 - 88.9
Very satisfied with the number of times they received services % | 2021
67.8
61.6 - 74.0
71.7
68.6 - 74.8
67.9
66.5 - 69.4
Availability of services
Experienced limits or reductions in the types of services available % | 2021
26.0
20.1 - 31.8
19.9
17.1 - 22.6
20.1
18.8 - 21.3
Experienced limits or reductions in the duration of services or number of hours available % | 2021
25.3
19.4 - 31.2
22.3
19.4 - 25.2
21.7
20.4 - 23.0
Services received from a home support worker in the last 2 months
Bathing % | 2021
42.8
36.4 - 49.1
42.7
39.3 - 46.0
40.6
39.1 - 42.1
Help with errands % | 2021
53.1
46.6 - 59.5
57.0
53.6 - 60.3
58.2
56.7 - 59.7
Feeding or nutrition care % | 2021
10.2
6.3 - 14.0
14.6
12.2 - 17.0
19.6
18.4 - 20.8
Grooming or dressing % | 2021
39.7
33.4 - 46.0
42.5
39.2 - 45.9
40.0
38.5 - 41.5
Housekeeping % | 2021
93.0
89.7 - 96.3
93.2
91.5 - 94.9
93.5
92.7 - 94.2
Meal preparation % | 2021
65.0
58.9 - 71.1
75.3
72.4 - 78.2
72.2
70.8 - 73.5
Respite care % | 2021
12.9
8.6 - 17.2
19.0
16.3 - 21.7
19.8
18.5 - 21.0
Transfering from place to place inside home % | 2021
15.2
10.6 - 19.8
17.3
14.8 - 19.9
19.3
18.0 - 20.5
Accessibility and availability of services
The services they received had started as soon as they thought they needed them % | 2021
90.1
86.2 - 94.0
90.0
87.9 - 92.0
89.8
88.8 - 90.7
Cost for home support services was too high % | 2018
31.4
23.8 - 38.9
21.6
18.4 - 24.7
21.2
19.8 - 22.6
In the last 12 months…
Experienced limits or reductions in the types of services available % | 2021
26.0
20.1 - 31.8
19.9
17.1 - 22.6
20.1
18.8 - 21.3
Experienced limits or reductions in the duration of services or number of hours available % | 2021
25.3
19.4 - 31.2
22.3
19.4 - 25.2
21.7
20.4 - 23.0
In the last 2 months…
Experienced limits, reductions or cancelled services due to the COVID-19 pandemic % | 2021
15.0
10.1 - 19.8
11.7
9.4 - 14.0
13.0
11.9 - 14.1
Very satisfied with the number of times they received services % | 2021
67.8
61.6 - 74.0
71.7
68.6 - 74.8
67.9
66.5 - 69.4
Availability of information
Prior to receiving services
Information was very easy to get % | 2021
33.8
27.4 - 40.2
35.4
32.0 - 38.8
29.1
27.6 - 30.5
Information was very easy or somewhat easy to get % | 2021
69.6
63.3 - 75.9
74.5
71.4 - 77.6
75.4
74.0 - 76.8
Necessary paperwork was very easy to fill out % | 2018
32.7
25.3 - 40.0
34.8
31.3 - 38.4
31.9
30.4 - 33.5
Necessary paperwork was very easy or somewhat easy to fill out % | 2018
76.3
69.7 - 83.0
77.5
74.4 - 80.6
80.3
78.9 - 81.6
When receiving services
Clients reported that it was easy to call their home support worker or agency when they needed help, information or advice % | 2018
64.6
57.5 - 71.8
70.3
67.0 - 73.5
61.5
60.0 - 63.0
Clients know who to contact if they have a complaint about their services % | 2018
94.2
90.7 - 97.7
92.2
90.3 - 94.1
88.9
87.9 - 89.9
Had a problem getting the information they needed about their services % | 2018
14.9
9.7 - 20.1
8.4
6.4 - 10.4
8.2
7.3 - 9.0
Language of service
Always received services in the language of their choice (English or French) % | 2021
90.9
87.2 - 94.6
93.6
91.9 - 95.3
90.9
90.0 - 91.8
Prefers receiving services in English % | 2021
97.4
95.4 - 99.4
98.2
97.3 - 99.1
69.4
68.0 - 70.8
…Always received services in English % | 2021
91.7
88.1 - 95.3
94.1
92.5 - 95.7
93.3
92.4 - 94.3
Prefers receiving services in French % | 2021
S
S
24.4
23.1 - 25.7
…Always received services in French % | 2021
S
S
86.1
84.0 - 88.2
Someone offered to give them services in the language of their choice (English or French) % | 2021
88.4
84.1 - 92.8
90.0
87.8 - 92.2
91.5
90.6 - 92.4
Had a language problem with their home support worker % | 2021
6.0
2.9 - 9.2
2.4
1.4 - 3.5
3.1
2.6 - 3.6
Experience with home support workers
In the last 12 months…
Home support workers did not take into account their spiritual or cultural values % | 2021
S
1.4
0.6 - 2.3
2.5
2.0 - 3.0
Home support workers gave information to family caregivers that the clients did not want to share % | 2018
S
3.2
1.9 - 4.6
4.1
3.5 - 4.7
Home support workers discussed with them about the type of information that could be shared with family caregivers, strongly agree % | 2018
17.3
11.2 - 23.4
23.8
20.5 - 27.1
22.6
21.2 - 24.1
Family caregivers received information that they wanted when they needed it, strongly agree % | 2021
31.6
24.2 - 39.0
34.4
30.8 - 38.0
34.8
33.1 - 36.5
Someone told them what type of services they would be getting % | 2018
91.3
87.0 - 95.6
93.3
91.5 - 95.1
93.7
92.9 - 94.4
In the last 2 months…
Home support workers always kept them informed about when they would arrive at their home % | 2018
68.1
61.0 - 75.1
70.8
67.5 - 74.0
71.6
70.1 - 73.0
Home support workers treated them as gently as possible, always % | 2021
82.7
77.5 - 87.9
86.8
84.4 - 89.2
86.2
85.1 - 87.3
Home support workers explained things in a way that was easy to understand, always % | 2021
74.4
68.4 - 80.3
79.9
77.1 - 82.7
80.2
79.0 - 81.5
Home support workers listened carefully to them, always % | 2021
69.7
63.6 - 75.8
75.8
72.9 - 78.8
77.3
76.0 - 78.6
Home support workers treated them with courtesy and respect, always % | 2021
84.3
79.5 - 89.1
87.4
85.1 - 89.7
87.6
86.6 - 88.6
Had problems with the services they received from their home support worker % | 2018
20.9
14.9 - 27.0
11.0
8.7 - 13.2
9.1
8.2 - 10.0
Received services from more than one person
Home support workers seemed informed and up-to-date about all the care the client received % | 2021
44.3
35.7 - 52.8
60.8
56.4 - 65.3
63.5
61.3 - 65.7
Never received conflicting information from different workers % | 2018
62.6
53.3 - 71.8
72.8
68.6 - 77.0
71.4
69.3 - 73.5
Experience with services in the last 2 months
The services helped them stay at home % | 2021
96.0
93.2 - 98.7
97.5
96.4 - 98.6
97.6
97.1 - 98.1
The services were scheduled at a time that was convenient for them % | 2021
66.1
59.9 - 72.3
69.9
66.7 - 73.1
71.9
70.5 - 73.3
More could have been done to help them stay at home % | 2021
18.7
12.5 - 24.8
11.6
9.1 - 14.1
13.6
12.5 - 14.8
Safety
Clients reported that they were harmed because of an error or mistake as a result of services received % | 2021
S
1.5
0.7 - 2.3
2.2
1.7 - 2.6
Services received in the last 2 months during the COVID-19 pandemic
Home support workers wore a mask, always % | 2021
75.0
69.2 - 80.7
69.2
66.0 - 72.5
71.3
69.9 - 72.8
Home support workers maintained 6 feet (2 metres) distance from others when possible, always % | 2021
69.0
62.7 - 75.2
60.7
57.3 - 64.2
60.7
59.2 - 62.3
Home support workers washed their hands before providing person-to-person care, always % | 2021
82.1
76.6 - 87.5
82.6
79.8 - 85.4
81.6
80.3 - 82.9
Clients reported that home support workers took their health and safety seriously, definitely % | 2021
85.4
80.7 - 90.1
87.9
85.7 - 90.2
90.1
89.2 - 91.1
Overall satisfaction
Favourable rating of 8, 9 or 10 for the services received in the last 2 months % | 2021
80.5
75.3 - 85.7
85.3
82.9 - 87.7
87.9
86.9 - 88.9
Would recommend their home support worker or agency to family or friends, definitely % | 2018
54.4
47.1 - 61.8
68.0
64.7 - 71.4
69.4
68.0 - 70.8
n/a = Not applicable / not available
S = Data was suppressed due to low respondent counts

About this Table

Content and description

Data about the experience citizens reported while receiving home support services. First, key indicators (identical to the 2018 edition key indicators) are presented to allow easy comparison.

Indicators are organized by the types of services received, availability of services, availability of information, language of service, experience with home support workers, experience with services, safety, and satisfaction with the services received. 


Why it is important

By better understanding the experience of citizens with home support services, we can better assess the quality of services. This also encourages those responsible for the programs to create performance targets based on the survey indicators.


Availability of the data

The information for this data table is available at different geographical levels as well as by demographic groups. More information is available on our Home Care Survey page.


Note about 2021 data

Results from the 2021 edition of the Home Care Survey should be interpreted in the context of the COVID-19 pandemic. Since March 2020, our health care system has adapted and evolved to respond to COVID-19, which includes home care services providers.