Four Seasons pioneers customer feedback technology to improve residents' experiences
Four Seasons Health Care is pioneering the use of technology to collect immediate feedback about care so it can find and fix issues quickly and give residents the experience they want.
Its new “Quality of Life Programme” is unique amongst major care providers. Purpose designed software systems are accessed via iPads that are being put into all of our 350 homes, so at any time residents, their families and visiting health professionals can tell the company what they think about any aspect of the services they receive.
The iPads are programmed with a touch screen satisfaction questionnaire together with space for additional comment. It is easy and convenient and takes just a couple of minutes to provide feedback. The information is transmitted in real time to the Home Manager and Regional Manager for immediate review to find and fix any issues or consider suggestions for improvements. Each home will have an iPad on a stand in reception for use by visitors and another that is available to residents and staff.
Tim Hammond, Chief Executive, said: “Being able to understand our residents’ experience on a day to day basis enables us to fix any niggles quickly and to do more of what they like, so they feel more at home and enjoy a better experience living with us. In just over three months of our programme roll-out to just the first 100 homes, we have acted on comments from well over 1,000 residents. I am encouraged that we also have been consistently recording satisfaction ratings from residents averaging circa 94% and we will work to push this higher, helped by the insights provided by their feedback.”
One practical example is that a resident’s daughter took a few minutes at the end of a visit to key a comment about her mother’s bed sheets. When the Home Manager saw this she checked and found something had been spilled. By the time the daughter arrived home there was an email message waiting for her to say the sheets had been changed. Another example came from a cluster of homes where the Regional Manager picked up feedback that the menus could be more varied so he arranged a senior chef to work with the homes to develop new menus offering more choices that better reflected residents’ preferences.
As a further element of its Quality of Life Programme Four Seasons has introduced a new Thematic Resident Care Audit (“TRaCA”) which Home Managers can complete electronically. This is also designed to support the “find and fix” approach. Comments from residents, relatives and care professionals link into the TRaCA and this data gives a more rounded picture of care provision that can be seen at all levels from the residents’ bedrooms to the boardroom, to help drive improvements within a home or across a region or nationally.
Completing the picture, Four Seasons is listening to staff comments via the iPads. Tim Hammond said: “To have a happy care home we need its staff to be happy and so gathering and responding to feedback from our colleagues is just as important.”
To see our short video explaining the Quality of Life Programme click here
17 Dec 2017
Residents, relatives, the care team and local community have all been helping get Riverside View Care Home in Darlington in the festive spirit.
Claire Westmorland, Home Manager, said: “Firstly we want to thank the local Co-Op who raised a lovely £180 for our resident’s fund. This will go towards our Christmas entertainment. On behalf of everyone in the home I want to thank Co-Op for their kind donation.”
Christmas has definitely hit the home, as they all got ready for their Christmas raffle. Complete with their very own naughty elf.
Claire added: “I want to thank everyone who donated to our raffle. The monies raised will go towards providing special experiences for our residents over the festive period. Merry Christmas from everyone at Riverside View.”
16 Dec 2017
The team at Laurels Lodge Care Home in Woodside pulled out all the stops last week as they took part in Laurels Lodge has got talent.
It was an afternoon full of fun and laughter and the team were up for the challenge and showcased their talents amazingly.
Children from Donbank Nursery also joined the residents that day and they got involved and joined in dancing to the birdie song with the Marlene Smith, Personal Activities Leader. Relatives who came also joined in the dance and had a fun afternoon.
May Duncan said “this is great”! as she danced the birdie song.
Other relatives such as Lorna Graham and Irene Sivewright commented on how good the show was.
The headline acts included:
- Linda Mason (Deputy Manager) and Lynn Smith (Home Administrator) - ABBA
- Morag Leslie (SNCA) & Jenny Watt (Care Assistant) – as Dolly Parton and Kenny Rogers
- Rhodora Antiojo (Staff Nurse), Felix Mahinay (Care Assistant), Ewa Misztal (Care Assistant) & Arlene McGillivray (Care Assistant) as the Village People danced the YMCA music
- Nomeda Jackstienne (Cook) as Madonna
- Jolanta Nieckarz as Lady Gaga
- Marlene Smith (PAL) dressed up as Chicken
- Sheila Gesma (Home Manager) as the DJ
Marlene Smith, Personal Activities Leader, said: “The whole show was fabulous! The teachers from Donbank Nursery said to me that what we did was fantastic and they were very happy that the kids thoroughly enjoyed the afternoon. Sheila our manager was our DJ. It was also great to see relatives participating; it was indeed an afternoon full of fun and entertainment!”
16 Dec 2017
The Rookery Care Home has been fundraising to get some new activity equipment to provide special experiences for those in their care.
Susan Dyke, a member of the team made a big sacrifice and as a result raised over £400 for the cause.
Gail Llewelyn, Home Manager, said: “Sue decided she’s cut her hair off for the cause. She used to have hair that would rival Rapunzel and had never been to a hairdresser, so to have it cut off into a pixie style was a big deal for her. On behalf of everyone at The Rookery I want to say thank you!”
15 Dec 2017
The team at The Sycamore and Poplars Care Home in Mansfield celebrated a huge 120 years’ worth of experience last week, as 5 team members received long service awards.
Karen Gilbert, Home Manager presented the7 team members with their Long Service Certificates and gifts as a thank you for their continued dedication and hard work.
Karen said: “It was a pleasure presenting the team with their awards. I want to say massive congratulations to them all for their continued dedication and hard work. They’re all thought of very highly here in the Sycamore and Poplars by the rest of the team, the residents and their relatives.”
Are you looking for a care home in Mansfield? The Sycamore and Poplars Care Home offers support for all types of care including residential care, dementia care, nursing care, respite care and end of life/palliative care.