Not-for-profit provider Greensleeves Care has released its 2024 Customer Experience Report, which finds high levels of satisfaction of residents and relatives with the care the organisation delivers, as well as year on year increases in key areas.
The report details the results of Greensleeves Care’s annual survey which encourages feedback from residents across its 28 care homes. It also gathers thoughts from their families and friends, as well as visiting professionals from the NHS, social services and local authorities.
The absolute majority of respondents reported high satisfaction levels, with some notable increases on the previous year. Highlights include:
- 96% of residents and 98% of relatives are ‘happy’ with the care provided (up from the previous year’s scores of 93% and 94% respectively).
- 99% of relatives say they are made to ‘feel welcome and involved’ in Greensleeves’ homes (up from 92% last year).
- 95% of stakeholders and visiting professionals consider the organisation a ‘trustworthy provider’ and 98% find our homes comfortable (vs 85% last year
- 97% relatives and friends found the home manager and senior team was ‘accessible’ and 90% of residents are ‘satisfied with staff availability’.
The report spoke to our person-centred approach to care, with 96% of residents satisfied with how staff support them, and an overwhelming majority of respondents agreeing that staff include them in decisions about their care and explain what they are doing whilst providing support. 96% of residents also reported that staff help them to maintain independence in their daily routines.
Julie Clarges, Director of Quality and Compliance at Greensleeves Care, said:
“We encourage feedback from residents, relatives and visiting professionals year-round, and always welcome any questions, concerns or positive feedback.
“Our annual survey allows us to dig deeper, gather comparable data and identify areas where we can make further progress. I am so pleased that we have not only maintained our high satisfaction levels from the previous year, but improved them in many areas. It reaffirms that our communities of care continue to be strong, and that our colleagues’ dedication has a positive impact on the people we care for and their loved ones.”
More on the report
The survey took place over August and October 2023, with responses completed online or using a paper-based questionnaire. Overall, 334 residents, 266 relatives and 49 stakeholders/visiting professionals completed a survey.