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Four Seasons Health Care Group conduct regular resident satisfaction surveys to provide vital feedback on how we are performing in all our care homes.
We’ve completed this year’s resident and relative survey and improved on every question compared to a couple of years ago. While there’s still room for growth, it’s encouraging to see progress across all areas we assessed.
Our most recent survey was conducted in 60 Four Seasons and brighterkind care homes during February 2024,with over 1,700 responses. Respondents were asked questions spanning key elements of care home life. This included the standard of care, the team, food and dining, activities programme and home cleanliness.
Feedback from residents and relatives of both Four Seasons and brighterkind care homes resulted in a Customer Satisfaction Index of 83% which 5.3 points higher than our last CSI. This all supports our culture of continuous improvement of our services for the residents we care for, their families and our team members.
The latest UK Customer Satisfaction Index (UKCSI) is 76% and was published in January 2024 by The Institute of Customer Service.
Here is a short video that explains our Customer Satisfaction Survey:
Some of our highest scores came from categories related to resident and relatives’ relationships with team members, the care provided and the positive atmosphere in the care homes.
95% of respondents said team members are friendly and approachable. 94% reported being treated with kindness, dignity, and respect. 94% of residents agreed on a positive atmosphere in their home. Additionally, 91% of residents are satisfied with the care and support they receive, and 89% are pleased with the overall food and dining experience.
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.”
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.”
“Always very welcoming and warm and friendly.
The activity coordinators are amazing and always go above and beyond.”
If you have any questions about our care or services, please get in touch below.
Please note that we cannot respond to queries about application process, or current vacant positions. Please visit our careers website for information about working with us or current vacancies.