North Shields care home pioneers new care feedback app

Appleby Care Home in North Shields is one of the first care homes in the country to use a new app-based feedback system that gives the senior leadership instant information about the quality of the home.

Operated by Larchwood Care, Appleby has reinforced its commitment to operating at the highest standard by introducing the ‘How did we do?’ app to enable families to raise concerns, or praise excellence, simply and effectively.

The feedback is shared immediately with members of the company’s senior management team, so that positive comments can be passed on to staff, and calls for improvement can be acted on straight away.

Edzon Estudillo, Home Manager at Appleby, said: “By introducing this easy to use app that prompts an urgent response from our senior managers, we feel that we are pioneering a new way for care homes to continuously improve. Feedback from the people who live in our services, and their families, whether positive or negative, is one of the best ways to ensure that standards are kept high. For people to know their comments are being treated seriously and dealt with at a high level gives extra peace of mind.

“The app is free to download, and we have a tablet in the reception area to encourage any visitors to give instant feedback, even if they do not wish to download the app themselves. We hope that by doing this, we will be able to reward our staff who do a fantastic job, and quickly rectify any issues that may arise.”

Don Tatham, whose mum is a Larchwood Care resident, was delighted to have a call from the CEO just minutes after submitting his feedback. Don said: “The first time I used the app to highlight a concern, I was called by the chief executive personally on a Saturday afternoon. He said someone would be at the home on Monday to resolve the matter and there was.

“I’ve used the app to feedback once more and I’d say to anyone use it because things do get done.”

Alison Forsyth, whose mum also lives in a Larchwood Care home, loves using the app: “I think HowDidWeDo? is a great tool. It doesn’t take away the communication or need to talk to the manager and staff, but gives an added dimension to enable you to give some feedback. This can be positive or negative, it’s good to know that it’s going to the right person in management. That’s exactly what happens when you use the app.

“I’d highly recommend it and say to anyone, be constructive, give the feedback and be confident it will be taken seriously and action taken if necessary.”

The How did we do? app is available from the App Store for iPhones and iPads and the Google Play Store for Android phones and tablets. It is free to download.