Barchester Healthcare Is Double Award Winner At The Customer Experience Awards 2025

Barchester Healthcare is celebrating its talented Customer Experience team who have been victorious in not one but two categories at the UK Customer Experience Awards which took place at Wembley Stadium on 16th October 2025.

The care home provider which operates 268 care homes and private hospitals spanning the whole of the UK, entered two projects, both of which were named winners in their respective categories.

Established in 2010, the UK Customer Experience Awards are the most recognised customer experience focused awards in the UK, with entries across multiple sectors from globally renowned brands such as McDonalds, Sainsburys and HSBC. Barchester Healthcare was the only company from the health sector to be shortlisted in either of its categories.

GOLD WINNER: Each year Barchester conducts a mammoth customer survey to collate feedback from its 13,500 residents and patients, and their loved ones. Entitled ‘Tell Barchester,’ the survey is an opportunity to gather the opinions of the people living in Barchester’s homes and hospitals, along with those of their families and loved ones. Every single piece of feedback given in the survey is considered and acted upon. Tell Barchester was named overall Gold Winner in the ‘Best Use of Customer Insight’ category.

SILVER WINNER: As part of its intensive digital transformation initiative, over the past two years Barchester has designed, developed and delivered a new world leading CRM system powered by Salesforce. The new system ensures that interactions from customers from point of looking for a care provider to living happily in a care home or hospital is seamless, supporting Barchester colleagues to increase efficiency and providing a better experience to customers through data only being inputted once. The system was awarded Silver Winner in the ‘Best Use of Technology’ category.

Anna Shirley, Chief Customer Officer for Barchester Healthcare, said: “Our ethos is quality first and it is a great testament to this vision to be recognised for two awards that showcase how we are always listening to residents, families and the community to continually improve.”

Sarah Lander-Scott, Director of Customer Experience for Barchester Healthcare, said: “I am literally bursting with pride for my amazing team! To be recognised for our work at this level for a care home provider is extraordinary. We are competing alongside the most well-known brands in the world. We work exceptionally hard to ensure our customer experience is exemplary for our residents, patients and their families every day and at every level and these award wins bear testament to all of that hard work. I want to thank everyone who contributed to these projects, they are all superstars!”