Care Home Case Study

Family-run Aronel Cottage has spent more than 30 years building a reputation as a great care home for the elderly.

The Challenge

Although the only family-run care home in Bognor Regis, owner Julian Hitchcock knew he needed to ensure Aronel Cottage stood out more, particularly online. So they have fully embraced the on-line service which Working Feedback has recently developed through Most Recommended Care, in conjunction with NHS Choices and the Care Quality Commission.

Julian appreciates that the service discreetly feeds back any constructive criticism. “As a business, you need to know what you’re doing wrong. It has been useful, it reinforced areas where we need to try and improve the business.”

More recently, care home regulator the Care Quality Commission announced they would monitor social media when checking on care homes, using social proof to support their inspection regime. “The homes that are considered to be excellent, the inspectors have a lighter touch,” says Julian. “Who better to ask about the service, than the people actually experiencing it?”

The Solution

Julian was keen to see the effect that well-presented testimonials via Most Recommended Care could have on promoting his business. “As a business tool, it’s more powerful than Google, because it gives actual testimonials. Someone giving you a testimonial is very powerful.”

“It was a bit of a no-brainer really,” says Julian. “I was totally surprised – it sounded very reasonable. I took the decision to run with it for one year, to see how it worked out. And a lot of other opportunities and products have come along.” The Working Feedback team worked on an upgrade of the Aronel Cottage website. “I’ve now got links to Twitter and Facebook, with rolling feedback and testimonials on the site.”

“Twice a year, we do a survey with 300 respondents. What we’ve got is a nice postcard with five key questions, telling me what I need to know about my business.” The survey gets a surprisingly high return rate. “The vast majority score us very high, and the card feedback monitoring system provides us with testimonials to use over several months.”

A Transparent Feedback Service That Does The Work For You

Independent, ‘real world’ testimonials and feedback with an early warning system should any problems arise.

A completely managed, consistently refreshed website.

Feedback that meets regulatory requirements and eases inspections.

What The Client Says

Julian Hitchcock

Owner

Aronel Cottage Nursing Home

The Working Feedback System works well:

I saw a presentation about the web and social media, and realised the opportunity. More and more people don’t bother with Google. Long term, it’s pretty obvious you need to be out there on other platforms.

With around half of new business coming from people who first view the home’s website; the support from Working Feedback has been invaluable. They’ve really helped me turbocharge my website, adding new features all the time. Video has been a recent addition to the home page, which now features YouTube videos of social events at the home. And they take care of everything – I just don’t have time, I’m too busy running my business.

As a business tool, it’s more powerful than Google, because it gives actual testimonials. Someone giving you a testimonial is very powerful.

The level of service is very good, they are very responsive and recently provided me with a training session on how to manage website updates, so I can handle some items myself if I wish.

For more information on the benefits of using Working Feedback to help promote your business, contact the team on 0800 043 2100.

Alternatively, click the button below to start today. The service is provided at £50 per month with a one-time set up fee.