Operator receives top award

FOUR Seasons Health Care has won the Feefo Trusted Service award 2023, an independent seal of excellence which recognises businesses that consistently deliver a world-class customer experience.

The Trusted Service Award 2023 is given for excellence in customer service throughout 2022 and reflects a company’s dedication to providing outstanding customer service by analysing feedback from verified reviews by real customers.

Joe O’Connor, chief executive officer, Four Seasons Health Care Group, said: “We are thrilled to receive this award which shows our commitment to providing an exceptional level of service to families looking for care for their loved ones.

“We know it can be a daunting and emotional time and I’m extremely proud of our team members whose kindness and support help to make the experience go as smoothly as possible.”

The accreditation is unique, as it is based purely on interactions with customers and is a true reflection of a business’s commitment to outstanding service.

Four Seasons has been recognised for the care and attention given to those looking to move into a care home, starting from the initial point of contact.

After finding out about John and Alan’s careers as RAF pilots, and their wish to see their aircrafts from 40 years ago once again, Amy Gullett, customer relations manager at Harrier Lodge, worked with volunteers from the museum to make their wish a reality.

A guided tour was organised for the two former pilots, complete with a visit to see the collection of jets – where neither had any struggle knowing what every single button and dial did.

This isn’t the first time the team at Harrier Lodge has granted a wish –the care home has a Wishing Tree initiative which allows residents to suggest ideas for activities they would like to do.

This supports residents to live fulfilling lives – from ziplining through mountains to a fish and chip supper, no wish is too big or small.

Home manager Sadie Porteous said: “We encourage residents to lead fulfilling lives, whether that comes from helping out in the garden, or flying down memory lane like John and Alan.

“It’s true what they say – a pilot never stops acquiring knowledge as both John and Alan demonstrated.

“Everyone at the museum was astounded by the knowledge both of them had of the jets and just how comfortable they both felt being back onboard – something most of us would find nerve racking!

“We were thrilled to be able to make John and Alan’s wish a reality and help them to fulfill their dream of seeing the planes they once flew once again.

“Both of them had a brilliant time, and it was great to see their faces light up the room when they saw the planes close-up. We look forward to making more wishes come true for the residents at Harrier Lodge.”

John joined the RAF aged 16 after finishing school at Simon Langton Boys School in Canterbury. Passionate about maths, John started his RAF career as an electronics engineer which saw him work on damaged machinery in Germany and cross the Berlin Wall.

He later went on to be a flying officer, where he was stationed across the south of England.

Alan joined the RAF aged 18, where he was stationed at Stanmore Park in West London.

Later in his military career, Alan was posted at Odiham, Hampshire, where he fondly remembers converting a hanger into a social space, so he and his fellow soldiers could play badminton and basketball to pass the time.