Fernes care home in Fareham celebrates exceptional customer feedback
Staff and residents at The Fernes Care Home in Fareham are celebrating receiving exceptional feedback in the home’s customer satisfaction survey. Everyone is as proud as can be after the home scored incredibly highly in many aspects of the survey.
Each year Barchester Healthcare, who own The Fernes, conduct a mammoth customer survey to collate feedback from their 14,000 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. Every single piece of feedback given in the survey is considered and acted upon. This year the survey received over 15,000 individual pieces of feedback, all of which are passed on to the relevant home.
A colossal 95% of the residents at The Fernes stated that the compassion and care from the staff is second to none and they would recommend to a friend. In the six different areas of the survey covering people, care, environment, activities, dining and communication, the home consistently scored 96 -98%. The home’s top score out of the six areas was for Person Centred Cared scoring 98%, with Life Enrichment 96% and Our People eg staff members at 98%. All team members are thrilled to have received such brilliant scores.
The report contained many glowing quotes from residents and their loved ones including
‘Mum originally came here for respite, but she has been so happy and settled that she has now decided to stay and make this her forever home. That, in itself, says everything about how comfortable, safe and cared for she feels.’
‘The staff are absolutely wonderful, so kind, caring and compassionate. Mum praises them every day and often tells me how lovely everyone is. It is clear that the staff genuinely care about her, and this means so much to our family. The staff are all over the moon with the comments they received which mean so much.’
Alina Danetiu General Manager at The Fernes said: “We are delighted that The Fernes was received such excellent feedback from our residents and their loved ones. The team at The Fernes always strive to provide the best quality person-centred care for everyone who lives here continually going above and beyond the ensure all our residents lead the most fulfilling lives possible. They are all superstars and it is wonderful to see their dedication recognised.”
The Fernes care home is run by Barchester Healthcare, one of the UK’s largest care providers, which is committed to delivering personalised care across its care homes and hospitals. The Fernes provides residential care, respite care and dementia care from respite breaks to long term stays.