A five-star service

Thank you to everyone who participated in the Family Members Customer Satisfaction Survey 2020. This is the best set of results we have ever received – as we scored five-stars across all categories.

Getting feedback from our staff, residents and family members is very important to us. We like to listen, we like to hear new ideas and we like to make changes to improve our home. We also don’t like to rest on our laurels, we work hard every day to ensure that our care, food, social activities, management and general maintenance cannot be beaten by any other care home in the area.

The 2020 survey included 10 different categories and our family members were asked to rate each area with a score of 1-5 (1 – Poor / 2 – Below average / 3 – Average / 4 – Good / 5 – Excellent). We were delighted to see that “Excellent” was the clear winner across all categories. Family members were also give the opportunity to sum up our service in their own words – here are some of the lovely comments that we received:

“You all put 110% into the work you do especially through these tough times. It helped me tremendously knowing that my mum has been safe and well looked after I can’t thank everyone enough for that peace of mind”

“Arlington is the very best because you have the best people!”

“This has been a difficult and testing year for everyone. Thankfully, you and all the staff continue to be solid in your commitment to your ‘family’ of clients.”

“There are truly no words written to convey the gratitude we feel for all you do to provide such loving care, encompassing best practice of the highest standards. The environment you provide is consistently a thriving one. Heartfelt thanks to everyone.”

“From us, you will always get 10/10, across the board. We are behind you 100%.”

“In regards to all the survey questions, we have to give a 5 on all aspects. Couldn’t be happier.”

“I am very pleased with all aspects of the care home and think that you and your staff provide an excellent service in every way and give you top marks in every category on your questionnaire. I am only sorry that I have been unable to visit my parents (due to Covid-19 restrictions), but with regular updates from you and following now on Facebook everyday, I think they are receiving the best care possible and I have no worries about their welfare. The staff are very good and look after the residents very well.