Four Seasons Health Care has been named winner of the Overall Best Customer Experience category in this year’s UK Customer Experience Awards.
The leading care home operator was chosen ahead of more than 750 companies across all sectors of industry for its Quality of Life programme.
Tim Hammond, chief executive, Four Seasons, said: “It is a huge endorsement for our Quality of Life programme to have been selected as the best customer experience programme in the UK and it’s a credit to the 20,000 people in our care teams who have used it to listen to the 16,000 residents in our homes to understand how we can give them a better experience and make them happy.”
Quality of Life is a technology based customer feedback system, which has collected over 110,000 pieces of feedback from residents and families in the past 12 months. The changes implemented as a result have led to customer satisfaction levels of over 97% across Four Seasons Care Homes.
Tim added: “The programme has meant less paperwork for care home colleagues, freeing up their time which is better spent with residents.”
Four Seasons was also winner in the award category for Insight and Feedback – A Focus on Understanding.