“world class” care home survey

Signature is applauded by reviewers

In June 2022 of this year, a friends and family survey was sent out to 23 homes by our Brand and Marketing team. The survey’s primary purpose was to measure residents’ willingness to recommend our home/services to their family and friends.

Of the 23 homes that participated, 220 surveys were completed. The survey results showed that overall customer satisfaction ranged from ‘very good’ to ‘world-class’, with 6 homes achieving ‘world-class’. 19 homes scored ‘excellent’ and 11 homes scored ‘very good’. The report highlighted a best-in-class service for several areas and some areas of improvement.

The survey proposed 10 questions about their experience of having a loved one in care in one of our Signature homes. The questions focused on the following key areas:

  • Confidence and trust
  • Hospitality
  • Activities
  • Respect and Dignity

The output of the survey is to understand key trends that have had an impact and to socialise those trends and share best practice.

This Resident Survey has highlighted that although we are a much bigger organisation than last year, the residents were very much engaged in giving us their feedback on the overall resident experience. The survey also highlighted a clear upward trend that all homes are doing fantastic work in each department and looking after our residents very well. All sections of the survey highlighted opportunities to improve, which gives all support functions a platform to work from 2023.

All six survey sections finished with an average result of ‘excellent’ compared to a range of ‘very good to ‘excellent’ in last year’s survey. This is a significant improvement and demonstrates our consistency to a customer centric approach.

The Care and Quality section finished very strongly with an overall ‘excellent’ score. This notably demonstrates our strong leadership within our homes, bearing in mind the struggles around COVID and staffing. There is action for homes to ensure that the residents have input into their care plan.

Finishing on an ‘excellent score, the Activities feedback was much improved since our last survey. There also remains an opportunity to demonstrate that we are meeting residents’ spiritual and cultural needs, coupled with providing sufficient outings to meet the interests of our residents. This survey has highlighted the fantastic work we do as an organisation. It has also allowed us to improve the services we offer to our residents throughout 2023.

 

Signature has thanked all residents for their kind words.

We strive, as a company and in every team to work closely with our residents so we can provide the very best care for each individual and we are glad to have made a difference.

All feedback is important to us, as is the care and well-being of all of our residents. We take great pride in ensuring we deliver high-quality care and facilities to make a difference in our residents and their family’s lives.