In past years, brighterkind have conducted an annual residents and relatives satisfaction survey using TLF, an independent market research specialist. This regular 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 brighterkind and Four Seasons 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 (brighterkind and Four Seasons Health Care), 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.