Thank You for Your Feedback – Relatives & Families Survey - published November 2024
Kia ora,
On behalf of our entire team, I want to extend a heartfelt thank you to all the families and whānau who participated in our recent Relatives & Families Feedback Survey. Your insights are invaluable in helping us ensure the best possible care for your loved ones.
We are delighted to share that the feedback has been overwhelmingly positive! Many of you highlighted the kindness and dedication of our staff, the warm and welcoming atmosphere of our home, and the quality of care and respect shown to residents. These comments reaffirm our commitment to providing a compassionate and supportive environment.
Here are some of the key highlights from your feedback:
✅ High Satisfaction – 74% of respondents rated us as ‘promoters,’ giving us an excellent Net Promoter Score (NPS) of 68, which is above the industry benchmark of 64.
✅ Quality of Care – 95.4% of respondents agreed that our nurses and care staff are kind and caring.
✅ Dignity & Respect – 92.2% of respondents feel their loved ones are treated with dignity, and 92.3% believe their privacy is respected.
✅ Safe & Homely Environment – 93.8% of respondents feel our facility has a pleasant atmosphere, and 95.4% feel it is safe and secure.
✅ Communication & Trust – 96.9% trust that any feedback or concerns they raise will be handled fairly.
We are incredibly proud of these results, and they reflect the dedication and hard work of our entire team. Knowing that so many families appreciate the care and support we provide is truly rewarding.
Of course, we also acknowledge that there is always room for improvement. We are committed to addressing any concerns raised and will continue to enhance our services to meet the evolving needs of our residents and their families.
Thank you again for your trust and support. We deeply value our partnership with you in ensuring the well-being of your loved ones.
If you have any further feedback or suggestions, please don’t hesitate to reach out.
Ngā mihi nui,
Alice Guo
Quality Manager