Quality of Life Programme
Our Quality of Life Programme
It is really important for us to understand our residents’ day to day care experience, to find and fix any niggles quickly and to do more of what they like, so they feel more at home and have a more enjoyable time.
Our “Quality of Life Programme” is a unique system which helps us to do just that. Using technology that is exclusive to Four Seasons, it gives insights into the day to day experience of people in more than 250 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.
In many care homes, customer feedback is only actively requested via a traditional paper survey, perhaps no more than annually. Participation is usually low and those filling in paper questionnaires tend to focus on big issues and not the little things that make a difference day to day. There can also be a very slow turnaround to feedback the results, further delaying any required action. Our Quality of Life Programme, using technology and bespoke software, has revolutionised this way of working and putting residents at the heart of everything we do.
In 2018 we received 113,000 pieces of feedback from residents, relatives and friends, and professionals. Residents alone provided 91,000 pieces of feedback (averaging seven feedback forms per resident over the year). The overall satisfaction score was 98%, with it at 97% for relatives and friends and professionals, and 98% for residents. Most of these are little things which make a big difference to someone’s daily life. They have included always cutting the rind of someone’s bacon, changing the time someone’s medication is delivered, re-decorating a room to a resident’s taste, giving a choice of two meats for the Sunday roast. When the majority of our residents are of the generation who don’t like to make a fuss, our Quality of Life Programme has helped us to uncover customer needs that they might otherwise not have expressed.
“I said I knew nothing whatever about these new-fangled gadgets but once I saw the iPad out I thought that ‘oh I think I manage to use that alright’.”
“If you have an iPad you’re never alone. You’ve always got someone or something there. It’s communication definitely. It’s not something you sit down and think ‘oh my goodness’ it’s automatic once you get used to the experience.”
“You’ve always got a way of expressing how you feel through the actual iPad yourself.”
“I thought it would be harder than this but it’s really quite simple.”
“Some of the older people find it a bit difficult to complain. So it is a lot better and a lot easier for them. And it’s a lot better for us that things aren’t getting built up in a relatives’ point of view.”
“Quality of Life has been very effective in helping us improve our dining experience, meal times and menus.”
"When I’m actually out of the home the iPad system now allows me to remotely access when questionnaires have been completed. If it’s good feedback that’s fine, it reinforces that things are working well. If there is any action required I’m able to pick up the phone and speak to whoever is in charge that day and ask them to address that before I’m even back in the home."
It’s been really good to see the residents become involved. We continually improve from the residents’ feedback, it’s not just from professional visitors or colleagues. We like to take what our residents say about the home as well. We use their feedback as constructively as possible.”
“Some of the residents don’t like to, as they put it, ‘complain’. Which is not really a complaint, it’s just something that they want. Also without the programme feedback we probably would never have known this.”