Four Seasons Health Care Group has recorded an average Customer Satisfaction Index of 83 per cent in its latest survey of residents and relatives.
This is higher than the latest UK Customer Satisfaction Index (UKCSI) figure of 76 per cent, published by The Institute of Customer Service.
Four Seasons’ Customer Satisfaction Survey gathered over 1,780 responses from residents, family members, and friends. Respondents were asked questions spanning key elements of care home life, including the standard of care, the team, food and dining, activities, and home cleanliness.
The highest overall scores were recorded in categories related to the relationships between team members, residents, and their relatives, which included demonstrating kindness, respect, friendliness and approachability, as well as the positive atmosphere in the care homes.
The survey found that:
- 95 per cent of respondents said team members are friendly and approachable
- 94 per cent said they or their relative are treated with kindness, dignity, and respect
- 94 per cent of residents agreed that there is a positive atmosphere in their home
- 91 per cent of residents said they are satisfied with the care and support provided
- 80 per cent are likely to recommend their care home to friends and family members
Jacqui Ritchie, chief operating officer at Four Seasons Health Care Group, said: “I am extremely proud of all our dedicated team members who are so positive and passionate about their work. Receiving such great feedback from our residents and their families is testament to their commitment to providing excellent care quality and enriching the lives of our residents. Improving in every area since our last survey indicates we are making a positive difference to those we care for.
“Feedback on all aspects of our care provision is crucial; we use Feefo to measure our visits for enquirers, have just closed our annual team survey and are about to launch ongoing surveys to collect resident feedback in a faster, more data-driven way. This all supports our culture of continuous improvement of our services for the residents we care for, their families and our team members.”
