Bridlington care home celebrates ‘exceptional’ customer feedback
Staff and residents at Mallard Court in Bridlington are celebrating receiving exceptional feedback in the home’s customer satisfaction survey.
Each year Barchester Healthcare, which owns Mallard Court, conducts a customer survey to collate feedback from their 13,800 residents and patients, and their loved ones.
The survey is an opportunity to gather the opinions of the people living in Barchester’s homes and hospitals, along with those of their families and loved ones, in order to learn and improve.
A spokesperson said: “Every single piece of feedback given in the survey is considered and acted upon. This year the survey received over 13,000 individual pieces of feedback, all of which are passed on to the relevant home.
"94% of the residents at Mallard Court stated that they would recommend the home to a friend. In the six different areas of the survey covering people, care, environment, activities, dining and communication, the home consistently scored over 85%.
"The home’s top score out of the six areas was for the calibre of its staff at 94%, followed by the quality of the care delivered at 93% and the home’s environment at 92%. All team members are thrilled to have received such brilliant scores.”
Helen Nutton, general manager at Mallard Court, said: “We are delighted that Mallard Court received such excellent feedback from our residents and their loved ones.
"The team always strives to provide the best quality person-centred care for everyone who lives here continually going above and beyond to ensure all our residents lead the most fulfilling lives possible. They are all superstars and it is wonderful to see their dedication recognised.”
The report contained many glowing quotes from residents and their loved ones including: “Mallard Court offers so much more than other homes. My mother has a much better quality of life here” and “The staff approach my sister with kindness and they fully understand her needs. It makes her feel safe”.