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 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.
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 just 12 months, the company has received over 110,000 pieces of customer feedback, much of it positive. This feedback has enabled our care teams to find and fix over 70,000 issues or niggles. 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.
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%.