Make an Enquiry COVID-19: The latest updates from Four Seasons Health Care - Click here Our Resident Survey Results Home About Us Our Resident Survey Results In past years, Four Seasons have conducted regular residents and relatives satisfaction surveys. The survey gives us vital feedback from our customers on how we are performing in all our homes. 2020 was a year like no other, and during the pandemic, we ran a similar survey to capture resident and relatives experience of our service during this unusual time. The results saw residents and relatives award us our highest ever satisfaction score while other national benchmarks for Customer Satisfaction slumped to a five year low*. Feedback from residents and relatives of both Four Seasons and brighterkind care homes in England, Scotland and Northern Ireland resulted in a Customer Satisfaction Index of 88.6%, the highest quartile. This is over 12% higher than the latest national figure of 76.8% which reflects the impact of Covid-19 on the ability of UK businesses to maintain the standards expected by customers. Here is a short video that explains our Resident and Relative Satisfaction Survey: Providing a friendly environment, communicating about the situation and addressing concerns were the key drivers of the results. Nearly 3,500 people contributed to the survey with 58% completed by relatives, 27% by residents and 15% completed jointly. More than 90% of respondents said they would be likely to recommend their care home to friends and family. The survey focused on the service provided during the pandemic including communication about the situation and provision of a friendly environment during this period. It also spanned key elements of care home life including the food and dining experience, activities programme, home cleanliness and atmosphere. The highest overall scores were recorded in categories related to the care and support provided and the personal relations between team members, the resident and their relative which included demonstrating respect, friendliness and approach ability, which all scored 9 or above out of 10. The respondent comments included; “I am grateful for all of the hard work and sacrifices of the home staff in caring for my mother over this difficult period, it has been comforting to know that she is well cared for.” “I think all the staff have gone over and above their duty to keep the home and residents as safe and happy as possible in the face of adversity.” Jeremy Richardson, CEO of Four Seasons Health Care Group (Four Seasons Health Care and brighterkind), 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.” *comparison is made to the UK Customer Satisfaction Index published in January 2021 by The Institute of Customer Service. About us About us Contact us Feedback Our Care Homes FAQs Jobs Investors Helpful Links Press and Media Resident Terms & Conditions Modern Slavery Statement Gender Pay Gap Report Privacy Policy Cookie Policy Accessibility Sitemap © Four Seasons Health Care 2021. All rights reserved. Accessibility Cookies allow us to enhance your experience We use cookies to better understand how people use our website. This allows us to enhance your experience by improving site navigation and content for example. To agree to the use of cookies, please click “Accept All Cookies”. Alternatively, you can manage all personal preferences by clicking "Cookie Settings". Accept All Cookies Cookies Settings