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Darlington Care Homes Awarded for Feedback Service

Two Darlington care homes actively using a quality of life programme to improve feedback services for their residents have earned an award for the scheme.

Grosvenor Park Care Home, off Burnside Road, and Riverside View Care Home, off Hutton Avenue, were brought into the digital age with iPads being used to get residents and their families to fill in questionnaires and give general feedback on any aspect of care.

The system, introduced by care home owner Four Seasons Healthcare, has now been recognised with an award from the UK Customer Experience panel as the homes move from paper-based copies to online responses.

Amanda Cunningham, Regional Managing Director of Four Seasons Healthcare, said: “This feedback has enabled our care teams to find and fix issues or niggles.

“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.”

The Darlington homes are both rated “good” overall by the Care Quality Commission.

Date published: 15 September 2017

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