Staff and residents at Paternoster House in Waltham Abbey 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 all aspects of the survey.
Each year Barchester Healthcare, who own Paternoster House, conduct a mammoth 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. 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.
An impressive 75% of the residents at Paternoster House 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 87%. The home’s top scores out of the six areas were for the calibre of its staff at 92%, the quality of the care delivered at 94%, and the home’s environment at 93%. All team members are thrilled to have received such brilliant scores.
The report contained many glowing quotes from residents and their loved ones including: “Dad is well cared for and feels very comfortable in his room. He enjoys the varied food menu and the nursing care is very good” and “I have every confidence in the team to look after my mum, and they always keep me informed if there are any issues.” The staff are all over the moon with the comments they received which mean so much.
Flavia Sparhat, General Manager at Paternoster House, said: “We are delighted that Paternoster House received such excellent feedback from our residents and their loved ones. The team at Paternoster House always strives 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.”
Paternoster House 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. Paternoster House provides residential, nursing and dementia care, from respite breaks to long term stays.
