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Lake's privilege to provide insight to one of the most challenged sectors!

Updated: Jun 14



While we know the impact Covid-19 has had on the community, not to mention the economic blow to businesses, certain sectors are feeling the brunt more than others. Our lives have changed and we have had to adapt fast. Healthcare has been be pushed and stretched, many extreme measures have been implemented just to ensure they cope or are best equipped to deal with the crisis. We were privileged when asked to work with Canford Healthcare to conduct a mystery shopping program across 11 of their residential homes across the South East of England.

Canford specialise in providing quality residential care for the elderly. Their ethos is to understand that everyone is unique and make sure they are a home from home – a place with sparkle where dignity and independence are respected and that care for everyone is cherished. With so much uncertainty and change for many it was more important that ever to assess the responsive, knowledge and soft skills across the 11 residential homes. A number of mystery shop telephone calls were made to reception, members of the admin team, home administrators, deputy managers and home managers. The calls were positioned as an enquiry about finding a suitable home for the care of an 80-year-old person with some healthcare needs.

Based on these calls, we provided a PowerPoint report providing clear insight to the relevant team which I am sure helps lead them to their success. We all very much enjoyed working on this project, wish them all the best with the work that they do and hope we have the pleasure to work with them again in the future!