2018: Annual Client and CAREGiver Survey outcomes

We are absolutely thrilled to receive the results of our annual client and employee survey. Conducted by independent specialists Smith and Henderson both in Cleveland and across the UK, the survey asked clients as well as our CAREGivers to feedback on their specific experiences. The survey was anonymous in order to ensure a greater amount of feedback. Like all good feedback this would then enable us to further improve the services we offer with the aim always to strive to provide the highest quality care.  They did a great job of collating all the information and the highlights are below.

Overall, we are delighted that our clients and their families have said they are very happy with the care and companionship we provide and the real difference we make to their lives, but equally so, our fantastic employees think that Home Instead is a great place to work too.

Happy and engaged employees who are proud to work for the company provide a thoroughly appreciated service valued tremendously by clients and families!

We regularly receive very positive feedback daily, weekly and monthly through the course of day to day activities. Consequently we are changing and improving things as we go along but it’s always really uplifting to have that information consolidated by a formal and anonymous annual survey.

Many thanks to everyone who took the time to complete the questionnaire. It is really appreciated….and if you are considering using our services, hopefully you will find some of the statistics below reassuring to know that your loved ones will be able to develop meaningful relationships with genuinely caring and dedicated people.

Client Results

95% said "The office team are responsive to any enquiries I have"

95% said "My CAREGiver is well matched to my needs"

95% said "My CAREGiver arrives on time"

    Our CAREGivers (employees) Results

    • 100% said "I am proud to work for Home Instead Senior Care"
    • 100% said "My Home Instead Senior Care office as a whole is effectively managed & well run
    • 100% said "I would recommend Home Instead Senior Care's services 

    Our Mission is: “To become the most admired care company in Cleveland through changing the face of ageing”


    … we’re on our way!

    I have been so impressed by the love, care and attention that Home Instead Stockton have given my parents over the past couple of years. They were a Godsend for myself and my brother and sister. My parents wanted to live in their own home and finding Home Instead made this possible. All the carers are properly vetted yet they bring more than just professional care, they love what they do and they have been a friend, mentor and a loving companion for my parents. It has been so reassuring to know they are in good hands. I can’t recommend them highly enough. ’’

    Alison H (Daughter of Client) - 20 Aug 2020

    Incredibly efficient at setting up the care my mum needed and responding to her changing needs. Very impressed with the care my mum is receiving and the kindness shown by the carers. Always easy to contact the managers and they are sympathetic to my mum's situation and provide a range of options. I like the level of flexibility of the service.

    Rosie W (Daughter of Client) - 4 Aug 2020

    Mum has been very independent all of her life and has struggled to come to terms with losing her independence the older and more frail she becomes. It took some time for her to accept that she needed support at home if she was going to safely continue living there. However, once the decision was made we have not regretted it. We made the decision to use Home Instead based on their excellent reputation and a strong ethos of limiting the amount of caregivers involved with customers. This has meant that Mum has got to know the care staff well and that there isn’t an endless stream of different carers visiting in any given week. Office/management staff are highly professional, friendly and client-focused. We, as a family, receive regular communication and updates from the agency and are happy with the standard of service provided. It has meant that Mum has been able to remain living at home and so far has been able to avoid going into a care home. Well done Home Instead!

    Yvonne M (Daughter of Client) - 4 Aug 2020

    Excellent care received by the lovely ladies looking after Mum. Thoroughly enjoys and looks forward to her daily visits from the carers. Highly recommend Home Instead Cleveland. Any questions, queries or advice sorted immediately by the professional staff. Credit to you all.

    Julia M (Daughter of Client) - 4 Aug 2020

    Home Instead are and have been for several years amazing home carers. They have looked after and supported my Mum with professionalism, understanding and kindness. Their caregivers remain with one client as much as possible, so allowing a relationship to develop. They can turn their hands to all manner of jobs and help needed by Mum. Her carers are totally trustworthy, reliable and friendly. During this pandemic, the team at Home Instead have shown incredible attention to their procedures and safety strategies and have ensured that all their clients and caregivers have stayed safe, to date. No mean feat! Home Instead justly and rightly deserve their high accolade as outstanding home care providers, and my Mum and I are so very fortunate to be their clients.

    Clare P (Daughter of Client) - 4 Aug 2020

    I first used Home Instead as holiday respite to enable me to take a break from looking after my elderly father who lives alone with Dementia. I had tried other care providers in the past which had not been a success. My father was happy to see the same carefully chosen lady from Hone Instead at each home visit and I feel this continuity of care was one of the reasons he not only accepted the care but welcomed it. Following the success of this initial respite week, my father now has regular care from two equally well-chosen carers. My fathers care plan is regularly updated and any changes to his care needs are addressed promptly. I am delighted to have found a care provider which genuinely puts the needs of their clients first

    Gillian W (Daughter of Client) - 3 Aug 2020

    Home Instead have been caring for my mother for 7 months. Before commencing care an assessment was carried out, this included trying to match the personality of the carers with the client something which I believe is very important. They have never failed to turn up at the agreed time and have forged a good relationship with Mum over this time. Any concerns about Mum's health are easy to discuss with staff and are working through. They brighten Mum's day with their presence and I know that she is getting the care that she needs without it being intrusive. Would highly recommend this company.

    Kim M (Daughter of Client) - 31 July 2020

    Where to start? - carers who care, not just attend. Fully understand my mother's needs and treat her with full respect with her dementia. Always willing to do that little extra and fully keep myself and family updated with my mother's progress. We have been extremely fortunate to have found such a fantastic care service on the first attempt and don't hesitate to sing their praise.

    A H (Daughter of Client) - 24 July 2020

    My mum was very resistant to having people coming to her home to support her and this was a real hurdle for Home Instead to overcome. They worked really hard to build a trusting relationship with Mum, who eventually considered the caregivers as friends. As I live a long way away from Mum, Home Instead supported me too, by going above and beyond to give that extra help and assistance. I would not hesitate in recommending their services.

    Chris L; Grandson of Client - 17 July 2020

    My grandma had a bad reaction to medication, which affected her balance and grip, which had already been deteriorating for a while, concerning her carer. Her carer contacted me and explained grandma was at risk of falling and shouldn't be alone in the house at night. Grandma is 96, and the stairs are steep. We want her to be independent for as long as possible, so this means avoiding falls. We encouraged her to bring a bed downstairs, but she found this upsetting and wouldn't entertain the idea simply repeating "no". Her carer arrived. They have a very trusting relationship. She explained to grandma that now was time to avoid the stairs so she could keep health and go out loads (post lockdown). Grandma accepted this willingly, a testament to their relationship as grandma's way is generally the only way. I was a little jealous, as I got quite a hard time, but we're relieved at the result. Grandma is safe, we all sleep a lot better when staying over. And, we hope for many years of happy independence.

    Angela M (Daughter of Client) - 16 July 2020

    Home Instead have provided care to my mum for a little over a year. They have been excellent. They responded quickly when we needed extra care visits, and when we needed more personal care for Mum. The caregiver staff are professional but warm and friendly and Mum enjoys their visits and their company. I can not fault any of them and they often go out of their way to respond creatively and sensitively to Mum’s needs. I could not have managed Mum’s care without them. The office staff too are very responsive and make sure everything runs smoothly. It takes a lot of pressure off knowing Mum is in such good hands. I would recommend Home Instead to anyone needing in-home care for themselves or a loved one.

    Kathryn J (Daughter of Client) - 16 July 2020

    My parents have been receiving care and support from Home Instead Senior Care for nearly 12-months. The professionalism, care and support provided by all the carers have been outstanding; they go above and beyond their remit to ensure my Dad is safe and well, and my Mum is supported on a daily basis. This has allowed me to feel reassured and have peace of mind, especially as I live a very long way away from my parents and can only visit them every few weeks.

    CAREGiver and elderly lady laughing together in the kitchen
    Elderly male drinking tea and chatting with CAREgiver