Our Resident Satisfaction Survey Results

Customer Satisfaction Survey 2024

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

Four Seasons Health Care Group recorded an average Customer Satisfaction Index of 83% in its 2024 Customer Satisfaction Survey. This is higher than the latest UK Customer Satisfaction Index (UKCSI) figure of 76%, published by the Institute if Customer Service.

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.”