Four Seasons Health Care Group has recorded an average Customer Satisfaction Index of 83% in its 2024 Customer Satisfaction Survey of its care homes’ residents and relatives. This is higher than the latest UK Customer Satisfaction Index (UKCSI) figure of 76%, published by The Institute of Customer Service.
The survey was conducted in 60 Four Seasons Health Care and brighterkind care homes during February 2024, with over 1,780 responses from residents and their 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 programme 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.
- 95% of respondents said team members are friendly and approachable.
- 94% said they or their relative are treated with kindness, dignity and respect.
- 94% of residents agreed that there is a positive atmosphere in the home they live in.
A recent study led by the University of Leeds, “Understanding the Staffing Relationship to Quality in care homes: the StaRQ mixed-methods study”, found that care home residents receive much better care when they enjoy ‘family’ bonds with the team members supporting them. Four Seasons Health Care Group has been using a dependency tool system since 2022 to ensure optimum levels of staffing, matched to residents’ needs, giving team members the capacity to develop closer relationships with those they care for.
91% of residents said they are satisfied with the care and support provided and 8 out of 10 people are likely to recommend their care home to friends and family members.
Respondent comments included:
“I was a little worried about moving into a care home as I thought I would lose my independence, but I love it here. Staff are always promoting my independence.”
“The standard of care is outstanding. The kindness of the staff towards mum – and us – is brilliant.”
“I’ve never known such a happy, wonderful, team that look after our loved ones so well.”
“Always very welcoming and warm and friendly. The activity coordinators are amazing and always go above and beyond.”
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.”