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Four Seasons and Shaw healthcare get top marks in pandemic customer surveys

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Customers have given top approval ratings to services provided by leading care home providers Four Seasons Health Care and Shaw healthcare during the pandemic.

Outperforming the national benchmark which slumped to its lowest point in over five years, Four Seasons Health Care Group, recorded its highest ever Customer Satisfaction Index, while Shaw healthcare achieved average satisfaction score of both residents and visitors of almost 93%.

Feedback from residents and relatives of more than 180 Four Seasons Health Care and brighterkind care homes in England, Scotland and Northern Ireland resulted in a Customer Satisfaction Index of 88.6%, the highest quartile, 12% higher than the latest national figure of 76.8%.

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Nearly 3,500 relatives and residents completed the survey with more than 90% saying they would be likely to recommend their care home to friends and family.

The highest overall scores were recorded in categories related to the care and support provided and the personal relationships between team members, the resident and their relative, which included demonstrating respect, friendliness and approachability, which all scored 9 or above out of 10.

Of those surveyed by Shaw healthcare, more than 82% said their local facility has communicated ‘well’ or ‘very well’ throughout the pandemic, while more than 93% said the same when asked how well their service had managed over the last 12 months.

The top performing Shaw healthcare care home was Springbank in Bristol with 100% of respondents providing positive feedback, while Maes-y-Wennol, Cartref and Prestemede in mid-Wales ranked over 99%.

The Shaw healthcare annual survey reviews areas such as cleanliness, noise levels, responsiveness to complaints and COVID-19, and how facilities aim to promote independence for residents.

Commenting on Four Seasons’ survey, CEO, Jeremy Richardson, said: “I am deeply proud of every team member who has worked tirelessly in incredibly difficult circumstances to deliver high quality care to our residents, which is always our first priority. The pandemic has shone a light on the care sector and provided an opportunity for long overdue recognition of the vital role of carers who have been essential in supporting both residents and relatives through the pandemic.”

Speaking on Shaw healthcare’s survey, Mike Smith, chief operating officer, said: “I am immensely proud of those working in our homes and how they have handled the last 14 months. Services had to develop new procedures and ways of working at short notice and difficult decisions had to made, which saw residents unable to see their loved ones face-to-face for long periods of time.

“Staff across the company worked tirelessly to make the residents in their care happy and safe, with many making huge sacrifices to their personal lives in order to do so, so these great responses from our residents and visitors are a testament to this hard work.”

Tags : customer surveyFour SeasonsShaw Healthcare
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The author Lee Peart

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