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care homes provider wins award

26 Sep 2016

Four Seasons Health Care has become overall winner of the UK Customer Experience Awards for 2016. It was chosen by the judges ahead of more than 750 companies across all sectors of industry for its Quality of Life programme that has helped to achieve customer satisfaction levels of over 97% in its care homes. Four Seasons was also winner in the award category for “Insight and Feedback – A Focus on Understanding.”

Charlotte Oppong-Agyare, Marketing Director for Four Seasons, said: “It is a huge endorsement for Quality of Life to have been selected as the best customer experience programme in the UK and it’s a credit to the 20,000 people in our care teams who have used it to listen to the 16,000 residents in our homes to understand how we can give them a better experience and make them happy.”

The Quality of Life Programme uses technology that is exclusive to Four Seasons to give insights into the day to day experience of people in more than 300 care homes. Residents, their families and health professionals can use iPads that are linked to purpose-designed software systems, to tell the company what they think about any aspect of care. The information is transmitted in real time to the Home Manager and Regional Manager. This is very different from the paper-based surveys conducted across the industry once or twice a year, where feedback is usually out of date by the time it is collated.

Charlotte Oppong-Agyare said: “Since we introduced the programme into all of our homes last year our average customer satisfaction rating has increased from 92% to its current level of just over 97%. Among our Home Managers 90% say it has reduced paperwork freeing up to eight hours a week of their time, which can now be spent with their care teams and residents. They also say the programme has helped to drive a culture change, with 95% saying it has encouraged care teams to take ownership and resolve small issues as they are found.”

Since its launch seven years ago, The UK Customer Experience Awards has become one of the most important events for customers experience professionals. The Awards are judged by panels of independent business men and women, using scoring methodology and criteria, endorsed by Cranfield School of Management.

care homes provider wins customer service award


26 Sep 2016

Benholm Care Home in Forfar turned into a battle ground as residents took part in a dominoes championship.

Marion Davis, Home Manager, said: “The residents were trying to psyche each other out as they all tried to become the Benholm Dominoes Champion. The contest was closely fought, although there were allegations of cheating as Madge was observed bending the rules a few times to win her three games. Discussions are on-going with regards to a rematch."

Are you looking for a care home in Forfar? Benholm Care Home provides support for all types of care including residential care, dementia care, nursing care, respite care, end of life/palliative care and intermediate care.


26 Sep 2016

Gardening is an activity that many of our residents enjoy.

As a result of their green fingers, the homes benefit from a variety of home grown fruit and vegetables.

At Flower Park Care Home in Doncaster, residents have been spending a lot more time in the garden, not only harvesting their tomatoes but also finding a space for the new garden ornament – a Tour de Yorkshire bike!

Amanda Searle, Home Manager, said: “Doncaster Council surprised the residents by donating one of the bikes used to decorate the area for the Tour de Yorkshire to the home. The plan is to use it as a garden feature and the resident are currently deciding what else should accompany it. They’re enjoying having a piece of history in their back garden.”

Are you looking for a care home in Doncaster? Flower Park Care Home provides support for all types of care including dementia care and nursing care.


26 Sep 2016

It’s been all go at Ardmaine Care Home in Newry, as the residents welcomed an Olympic Torch Bearer and held a ‘Ticker Tea’ Party.

Ann Begley, Home Manager, said: “It’s been all go since Personal Activities Leader Rachel accepted the fundraising challenge. It’s been fantastic for our residents who have enjoyed the varied range of activities available.

The home welcomed an Olympic Torch Bearer who brought his torch in for the residents to see and hold. He then explained how he was chosen to run part of the route. The residents enjoyed sharing this piece of history with this young man.

“When they finished basking in the Olympic glow the residents and the team let their hair down at the ‘Ticker Tea Party’. All the fun and frivolity resulted in £88.50 being raised for the Chest, Heart and Stroke Foundation. I look forward to seeing the rest of the activities Rachel has planned.”

Are you looking for a care home in Newry? Ardmaine Care Home provides support for all types of care including dementia care, nursing care, respite care, end of life/palliative care, intermediate care and specialist care.


25 Sep 2016

The care team and residents at Valley View Care Home in Cefn Hengoed cordially invite you to their Macmillan Coffee Morning.

Dubbed ‘The World’s Biggest Coffee Morning’ Valley View’s event is on Friday 30th September at the home, starting at 11am.

Rebecca Kenchington, Home Manager, said: “Everyone is welcome. I look forward to seeing lots of you there.”

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