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Our Customer Satisfaction Survey Results 2022


Four Seasons Health Care Group conduct regular satisfaction surveys to provide vital feedback on how we are performing in all our care homes.

Our most recent survey was conducted during October 2022 with over 4,000 responses. Respondents were asked a number of questions spanning key elements of care home life including the standard of care, the team, food and dining, activities programme and home cleanliness.

2022 saw COVID restrictions in care homes being lifted with residents being able to participate in more outings and enjoy increased interaction with their local community. Entertainers could perform inside again and visitors were no longer required to test before entering the homes.

Feedback from residents and relatives of both Four Seasons and brighterkind care homes resulted in a Customer Satisfaction Index of 78% which is higher than the latest UK Customer Satisfaction Index (UKCSI) figure of 77.7%, published on 24th January by The Institute of Customer Service.

Here is a short video that explains our Customer Satisfaction Survey:




Some of our residents’ highest scores were recorded in categories related to the care provided, the relationship they have with team members and our innovative Magic Moments Activity Programme which provides a wide variety of activities to promote well-being and benefit the mind, body and soul.

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98% of residents said team members are friendly and approachable and responsive to matters that concern them. 97% of residents said they are treated with kindness, dignity and respect and 93% of residents said they are happy living at their care home.

97% of residents were satisfied with the variety of the activities programme on offer and 97% also said that they are able to continue interests and hobbies in the care home.

93% of residents agreed that the overall food and dining experience is a positive one and 96% felt there is a positive atmosphere in their care home.

Respondent comments included:

“I feel that the care is exceptional, all the staff are friendly and helpful and I feel very happy and secure here.”

 “My relative is able to continue hobbies and interests due to the excellent standard of care home activities.”

“So happy with everything. Everyone at the home are so kind, friendly and welcoming, always happy and look after my mum so well, she loves living there and the people.”

 “The standard of care is great and the relationships between staff and residents is amazing.”

“As a family we couldn’t ask for anything more for our loved one, nothing is too much trouble. Lovely happy smiling team members, communication is excellent.”

Natasha Southall, Chief Operating Officer at Four Seasons Health Care Group, said: “I am extremely proud of our team members and their dedication to providing such wonderful care. We are passionate about helping our residents to enjoy a fulfilling day, every day and ensuring their health and happiness is at the heart of everything we do.

“I’d like to thank everyone who took part in the survey; feedback is hugely important to us, so we can provide the best experience for our residents and their families and really make a difference to the lives of those we care for every day.”

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