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Happy teams mean Happy residents

A programme of measures to buoy team spirits during the exceptionally challenging pandemic year has led us to record our highest ever results in the Satisfaction Index and Net Promoter Score of over 3,000, as judged by residents and relatives.

The highest overall scores were recorded in categories related to the personal relationship between team members, the resident and their relative including demonstrating respect, friendliness and approachability, and care and support which all scored 9 or above out of 10.

Comments from family members 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.”

 “It’s the little things. Everyone is always cheerful; even when I had Covid everyone remained cheerful and positive and kind.”

Jeremy Richardson, CEO of our care homes, 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”.

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