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care homes provider wins award

Four Seasons Quality of Life programme wins UK Customer Experience Awards

Four Seasons Health Care has become overall winner of the UK Customer Experience Awards for 2016. It was chosen by the judges ahead of more than 750 companies across all sectors of industry for its Quality of Life programme that has helped to achieve customer satisfaction levels of over 97% in its care homes. Four Seasons was also winner in the award category for “Insight and Feedback – A Focus on Understanding.”

Charlotte Oppong-Agyare, Marketing Director for Four Seasons, said: “It is a huge endorsement for Quality of Life to have been selected as the best customer experience programme in the UK and it’s a credit to the 20,000 people in our care teams who have used it to listen to the 16,000 residents in our homes to understand how we can give them a better experience and make them happy.”

The Quality of Life Programme uses technology that is exclusive to Four Seasons to give 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. The information is transmitted in real time to the Home Manager and Regional Manager. This is very different from the paper-based surveys conducted across the industry once or twice a year, where feedback is usually out of date by the time it is collated.

Charlotte Oppong-Agyare said: “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%. Among our Home Managers 90% say it has reduced paperwork freeing up to eight hours a week of their time, which can now be spent with their care teams and residents. They also say the programme has helped to drive a culture change, with 95% saying it has encouraged care teams to take ownership and resolve small issues as they are found.”

Since its launch seven years ago, The UK Customer Experience Awards has become one of the most important events for customers experience professionals. The Awards are judged by panels of independent business men and women, using scoring methodology and criteria, endorsed by Cranfield School of Management.

care homes provider wins customer service award

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Laurels-Lodge-Care-Home-Woodside-Talent-Show-Dec-2017

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!”

Are you looking for a care home in Woodside? Laurels Lodge Care Home offers support for dementia care, nursing care and respite care.

The-Rookery--Care-Home-Ebbw-Vale-Susam-haircut-Dec-2017

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!”

Are you looking for a care home in Ebbw Vale? The Rookery Care Home offers support for dementia care.

Sycamore-and-Poplars-Care-Home-Mansfield-LSA-Dec-2017

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.

Riverside-View-Care-Home-Darlington-Age-Concern-Veterans-Dec-2017

14 Dec 2017

Residents at Riverside View Care Home in Darlington welcomed Age Concern into the home last week to celebrate everything armed forces related and the service given by veterans.

Claire Westmorland, Home Manager, said: “We have a number of residents in our home who served in the war, and it was nice for them to share their stories, but also a little emotional as many touched on the friends who never made it home. Representatives from Age Concern also shared their service experience, displaying their medals and other momentous from their time in service. I want to thank everyone who has given their service to protect Queen and Country. We’re all very proud of you.”

Are you looking for a care home in Darlington? Riverside View Care Home provides support for residential care, dementia care, respite care, end of life/palliative care and intermediate care.

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