Greensleeves Care, one of England’s leading not-for-profit care providers, has today published its Customer Experience Report 2025, revealing outstanding satisfaction from residents, relatives and professionals, and a growing recognition of its commitment to care that preserves dignity and fosters inclusion.
The findings underscore not only high standards of care but also growing confidence in how residents’ needs, preferences and wellbeing are respected and supported.
Key results include:
- 94% of residents and 95% of relatives are happy with the care provided.
- 99% of residents are satisfied with the help they receive from staff
- 97% are happy with how staff communicate, seek consent, and include them in their care – a rise in scores that show care is seen as being delivered in a dignified, person-centred way.
- 91% of residents and 92% of visiting professionals believe Greensleeves Care is a trustworthy care provider – up from 88% last year
Meanwhile, nearly all stakeholders surveyed (97%) including GPs, social workers and district nurses would recommend Greensleeves Care homes to others.
This year’s report is based on a record 717 responses – up from 598 in 2024 – as part of the organisation’s drive to listen to a growing amount of voices from across its care homes. Feedback praised the charity’s knowledgeable and proactive staff, warm and welcoming environments, and the consistency of high-quality, relationship-centred care – even in the face of sector-wide staffing challenges.
The report also acknowledges areas for continued improvement. Slight dips were recorded in scores related to activities in some areas. In response, Greensleeves Care is working to reinforce provision where needed. In addition, while communication scores remained strong, the organisation has deepened its commitment to a culture of ongoing feedback and improvement. This includes through introducing, in 2024, a new role focused on gathering and responding to feedback.
Chris Doherty, Interim CEO of Greensleeves Care, said:
“This year’s continued high scores are a testament to the quality of our teams and to the trust our residents and families place in us. We’re especially proud of the rising satisfaction scores in areas that confirm our care is delivered with respect, dignity and genuine collaboration. We are delighted to see strong confidence in our organisation, and are grateful for feedback that helps us do even better. Our aim is always to help people feel good about care – and that involves listening and evolving, every step of the way.”
The Customer Experience Report 2025 is available now at: https://www.greensleeves.org.uk/greensleeves-care-customer-experience-report-2025_final
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