PEAQ Spotlight: What Clients in Dudley & Sandwell South Told Us
At Home Instead Dudley & Sandwell South, listening to our clients is essential. That’s why we take part in PEAQ (Pursuing Excellence by Advancing Quality), an independent client satisfaction survey designed specifically for home care services.
This year, we are proud to share not only strong results but something even more meaningful.
We achieved a 100% response rate, with all 40 clients taking part.
That level of engagement tells us our clients care deeply about their service and about being heard
Strong Advocacy and Trust
Our Client Advocacy Score is 84, above the Home Instead UK average and improved on last year.
Most clients said they would be likely or very likely to recommend Home Instead to others – one of the strongest indicators of trust and satisfaction.
Many families shared that they already recommend us without hesitation:
“I would not hesitate to recommend Home Instead Dudley. They provide a high quality of both personal and professional services, beyond our expectations.”
“Home Instead are by far the best care company we have used. We would not hesitate to recommend them to anyone.”
Safety and Reassurance: 100% Confidence
Safety was one of the clearest strengths across the survey:
– 100% said their Care Professionals make them feel safe
– 98% said Care Professionals have an excellent understanding of their care needs
– 97% said the office team takes appropriate measures to ensure their safety and wellbeing
Clients repeatedly told us how important it is to feel comfortable, listened to, and treated with kindness.
“I feel safe when my carers are here, and I feel comfortable asking them to do jobs I need doing.”
“Very polite with good manners when carers come to me. I feel safe so I can have my personal care needs met.”
Reliable Care and Clear Communication
Consistency matters in home care.
Our survey showed:
– 93% said Care Professionals arrive on time
– 100% said changes to visits are clearly communicated
– 98% said changes are communicated in advance
This reliability gives families peace of mind.
“They come on time and listen to me, which is very important to me.”
“Efficient office staff. Always very helpful and quick to sort out any issues.”
Care That Adapts as Needs Change
One of the strongest messages in this year’s survey was how supported clients feel as their needs evolve.
– 100% said Home Instead adapts to changes in their needs
– 97% feel involved in planning and reviewing their care
– 100% rated the overall quality of service as excellent
Families spoke about how this flexibility has helped loved ones remain at home:
“You have enabled me to keep Dad at home. Otherwise he would be in a nursing home. You are like friends and part of the family now.”
“It has enabled mum to stay in her own home for many years.”
Happy Clients and Meaningful Relationships
When asked what could be improved, the overwhelming response was simple: nothing.
Clients frequently mentioned companionship, warmth and the positive impact Care Professionals have on their daily lives.
“Wouldn’t change my ladies. They cheer me up, make me laugh, and are very patient with me.”
“Always happy and look forward to my visits.”
“They do everything I ask and even more. I can’t fault them.”
These relationships sit at the heart of everything we do.
Frequently Asked Questions
What is PEAQ in home care?
PEAQ (Pursuing Excellence by Advancing Quality) is an independent client satisfaction survey used to measure quality and experience in home care services.
Why does a 100% response rate matter?
It shows clients are engaged and feel their feedback is valued, giving a true reflection of service quality.
What happens after PEAQ results are reviewed?
Feedback is analysed carefully, strengths are reinforced and any improvement areas are addressed to ensure continuous service development.
Speak to Our Local Team
If you are considering home care in Dudley or Sandwell South and would like to learn more about our services, we would be happy to help.
Contact our local office today on 01384 259723 for a friendly, no-obligation conversation or enquire online here.