Our Resident Satisfaction Survey Results

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

We’ve just completed our resident and relative survey, where we are up on every question we asked a couple of years ago. There’s still room for improvement, but it is nice to improve across all the areas we ask about.

Our most recent survey was conducted during February 2024 with over 1,700 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.

Feedback from residents and relatives of both Four Seasons and brighterkind care homes resulted in a Customer Satisfaction Index of 83% which 5.3 points higher than our last CSI.  This all supports our culture of continuous improvement of our services for the residents we care for, their families and our team members.

The latest UK Customer Satisfaction Index (UKCSI) is 76% and was published in January 2024 by The Institute of Customer Service.

Customer Satisfaction Survey 2024

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

The survey was conducted in 60 Four Seasons and brighterkind care  homes during February 2024, with over 1780 responses from residents and their family members and friends. Respondents were asked questions spanning key elements of care home life including the standard of care, the team, food and dining, activities programme and home cleanliness.

Some of the highest scores were recorded in categories relating to resident and relative relationships with team members and the care provided, as well as the positive atmosphere in the care homes.

95% of respondents said team members are friendly and approachable, 94% said they or their relative are treated with kindness, dignity and respect and 94% of residents agreed that there is positive atmosphere in the home they live in.  91% of residents said they are satisfied with the care and support provided and 89% of residents agreed the overall food & dining experience is a positive one.

Respondent comments included:

“I was a little worried about moving into a care home as I thought I would lose my independence, but I love it here. Staff are always promoting my independence.”

“The standard of care is outstanding. The kindness of the staff towards mum – and us – is brilliant.”

“I’ve never known such a happy, wonderful, team that look after our loved ones so well.”

Jacqui Ritchie, Chief Operating Officer at Four Seasons Health Care Group, said: “I am extremely proud of all our dedicated team members who are so positive and passionate about their work.  Receiving such great feedback from our residents and their families is testament to their commitment to providing excellent care quality and enriching the lives of our residents.  Improving in every area since our last survey indicates we are making a positive difference to those we care for.”

“Always very welcoming and warm and friendly.

The activity coordinators are amazing and always go above and beyond.”

Get in touch

If you have any questions about our care or services, please get in touch below.

Please note that we cannot respond to queries about application process, or current vacant positions. Please visit our careers website for information about working with us or current vacancies.

    By submitting your information, you agree to send it to Four Seasons Health Care Group who will process it and use it according to our privacy policy.