The Lawns Care Home records 99% Customer Satisfaction Index

The Lawns Care Home records 99% Customer Satisfaction Index beating national benchmark set by The Institute of Customer Service. Results show the close bonds between residents and team members are key to a positive experience in a happy home.

Team at The Lawns Care Home are celebrating, after the home recorded an average Customer Satisfaction Index of 99% in its 2024 Customer Satisfaction Survey. This is much higher than the latest UK Customer Satisfaction Index (UKCSI) figure of 76%, published by The Institute of Customer Service, whose highest rated organisation was Ocado, with a score of 85.7%.

Residents and their family members were asked questions spanning key elements of care home life including the standard of care, the team, food and dining, activities programme and home cleanliness as well as overall satisfaction with the service.

Scores of 100% were recorded in the majority of categories, particularly those related to the relationships between team members, residents and their relatives. These included demonstrating kindness, respect, friendliness and approachability, as well as the positive atmosphere in the care home.

100% of respondents agreed that Team members are friendly and approachable, that they are happy living at the Lawns Care Home and that they are treated with kindness, dignity and respect.

100% said that they are satisfied with the variety of activities on offer and there is a positive atmosphere in the home.

97% said the overall food and dining experience is a positive one and 10 out of 10 people surveyed said they are likely to recommend The Lawns to friends and family members.

Comments from those surveyed, included:

“I was a little worried about moving into a care home as I thought I would lose my independence, but I love it here. Staff are always promoting my independence.”

“The staff know each resident personally and patience and care is excellent.”

“There is a good atmosphere with everyone. The activities are great, and the people are very friendly. The food is good.”

Home Manager, Marie Welsh, said: “I couldn’t be prouder of the whole team at The Lawns, who are so passionate about their work.  Receiving such great feedback shows we are making a positive difference and enriching the lives of our residents.”