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Belfast care home residents use iPads to give their feedback on tablets and decor

The Quality of Life programme, run by Four Seasons Health Care, has helped its homes, including the nine in Belfast, to achieve customer satisfaction levels averaging over 97% in feedback from residents and their relatives. Picture by Jonathan Brady, Press Association
Jennifer Maloney

NINE Belfast care homes are using iPads to collect feedback from residents and their families to gauge how they can improve the lives of their occupants.

The Quality of Life programme, run by Four Seasons Health Care, has helped its homes, including the nine in Belfast, to achieve customer satisfaction levels averaging over 97% in feedback from residents and their relatives.

The city's participating care homes are The Arches, Beechill, Belmont, Cherryvalley, Domnall, Holywood, Mount Lens, Parkview and Tudordale.

The new technology aims to build an understanding how to give residents a better experience as part of a Quality of Life programme that has been named overall winner in this year’s UK Customer Experience Awards. 

Neil Copping, host of the Customer Experience Awards, said: "It is the first time that a company in the care sector has won this award and it is very significant because Four Seasons is embedding a customer focus and service culture in its homes that has resulted in increased levels of customer satisfaction.

"Residents, their families and health professionals can use iPads that are programmed with a touch-screen questionnaire linked to purpose-designed software systems to tell the company what they think about any aspect of care."

Carol Cousins, managing director of Four Seasons Health Care in Northern Ireland, said: “It is a huge endorsement for our Quality of Life programme to have been selected as the best customer experience programme in the UK and it’s a credit to the people in our care teams who have used it to listen to the residents in our homes and act on their feedback to make them happier.”

Using the latest technology means the surveys, which are usually carried out twice a year, are up to date as they are paper-less.

“This feedback has enabled our care teams to find and fix issues or niggles," Ms Cousins said.

"Most of these are little things which make a big difference to someone’s daily life.

"They have included always cutting the rind of someone’s bacon, changing the time someone’s medication is delivered, re-decorating a room to a resident’s taste.

"When the majority of our residents are of the generation who don’t like to make a fuss, our Quality of Life Programme has helped us to uncover customer needs that they might otherwise not have expressed.”

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