Changing The Face of Home Care 2019 in East Northants #HAPPYHOMECARE

East Northants-based Home Instead gets thumbs up from clients 

A East Northants-based home care company has been given the thumbs up by its clients, according to a satisfaction survey.

Home Instead Senior Care East Northants, which specialises in relationship-led care for older people, has received the seal of approval with 92 per cent of clients recommending the home care provider.

The independent survey results also revealed that 92 per cent felt their CAREGiver was well matched to them and 85 per cent felt that their CAREGiver was properly introduced to them before they started working with them.

The survey also questioned CAREGivers and revealed that 92 per cent are proud to work at Home Instead Senior Care and 92 per cent felt motivated to go above and beyond what was required of them.

Mark and Rosina Darnell, owners of Home Instead Senior Care East Northants said: Having recently celebrated our 9th Anniversary since opening our Home Instead Office. We are delighted to see that the PEAQ survey results show we are delivering this and strive to continue to excel as a relationship-led home care provider.”

Mrs Hallowell said: I am happy with the service I receive. The CAREGivers who visit me are always cheerful and very welcome and always ask if there is any more they can do once they have performed the basics”. 

The East Northants office of Home Instead Senior Care is part of a national network of 190 independently owned and operated offices. More than 5,000 CAREGivers and 5,000 clients across the network were questioned as part of the annual survey by Smith & Henderson.

For more information on Home Instead Senior Care call 01933 678775 or visit https://www.homeinstead.co.uk/eastnorthants 


*The satisfaction survey was carried out in June 2018 by national independent market research company Smith & Henderson.

I just want to say how brilliant you all are and how we as a family appreciated everything you did to make mums life, that little bit better whilst she was at home. You were all so very nice when i phoned you up and there are not enough words to describe you all but you are an amazing team and we cannot thank you enough. ’’

S,Wilford’s Daughter - J, Povey East Northants

Please tell your team how wonderful they are. Their care for Dad over the last few months has been so special, you should be proud of them all.

Their tenderness in dealing with him, especially during the last difficult week, was overwhelming. 

Mum will miss their daily visits.

 We will be eternally grateful.

Ms S Mobbs

I wanted to say a big thank you for all your care and support over the past years. Mum so wanted to stay at home so that she could share as much time as possible with dad.

Without your guidance and support, this would not have been able to happen.

I felt so reassured knowing your team was looking after mum and dad.

As both a daughter and a nurse it is sometimes so difficult to entrust your parents care to others but I always felt confident in the care team. You all provided excellent care with dignity and respect.

Thank you

Mrs M Bullock

An excellent service.

Mrs E Walsh

As a recipient of necessary help and care from Home Instead Since Feb 2016. I count myself as extremely lucky with the standards of the 2/3 carers that are my regular help.

Mrs J Loake

I am very happy & satisfied with the CAREGiver.

Mrs J Jones

I have regular carers who have to tell the office. Very responsive.

Mr G Ellam

As you know, I have more than one carer but the above replies apply to all of them. I look forward to their visits which cheer me up no end, even though they bully me if I do not want to eat. I shall miss them when I am well again but until then I will enjoy their care and companionship.

Mrs P Hallowell

I am happy with the service I receive. The carers who visit me are always cheerful and very welcoming and always ask if there is any more they can do once they have performed the basics.

Julie C

We are very grateful to the Home Instead East Northants who have enabled our rather frail 92 year old father to live in his own home since January.

Jackie Rafferty, his care manager, has been extremely patient listening to my concerns, discussing options and conveying information to the CAREGivers.

Most particularly we applaud the amazing CAREGiver Erica who found our father after he had had a bad accident. Erica remained professional and calm throughout. She acted swiftly to get the emergency services to him and stayed with him which was a great comfort.

Clients Wife

Please can you thank all staff for the very professional care and consideration given to Les during the time he was in your care. Les enjoyed all the attention given and the chats with all the girls. I cannot express with words the feelings I have towards your team of CAREGivers, wonderful comes to mind. It was so reassuring to know that Les was being looked after so well.

Thank you all.

Mrs J Higgs

Very satisfied with the service.

Mrs M Nandha

Very helpful, good staff mega polite good - service.

Mrs P Hallowell

Very good, your CAREGivers are willing to go that extra mile.

Mr Henderson

The care team were established prior to joining the care provider, however new additions to the team have fitted in well.

Mr J Higgins

The CAREGiver's are very helpful my mother find's Mansit Bains a very nice lady.

 Mr R Unsworth

Regular CAREGiver always performs at excellent level.

Mrs S Pill

One CAREGiver changes the bed, does the washing, will get something from the shop if needed. They always have a smile and try their best.

Mrs S Mobbs

Impressed with standard of communication and care given. When talking with my parents it is evident that they do show interest, care and compassion in what they do and say. Always let me know of any concerns or issues. Always professional.

Mrs Stella Trayner

Home Instead CAREGivers enabled my father to have another 10 months in his own home after deterioration in his condition. His CAREGivers were excellent and gave me peace of mind, knowing that he was being well look after. He just moved to a care home and although being cared for he misses his CAREGivers.

Miss Marriott-Smith

Everyone is friendly and goes the extra mile to make me happy and help me.

Mr Gardener

A very caring team of girls.

Mrs Hadden

I found the carers very sensitive to my husbands needs.

Mrs J Loake

Always on time and pleasant. Work is intelligently carried out.

Mr Cash

Always available concerned and helpful.

Mr Ian Ross

All the carers seen provide a professional service in a caring and friendly manner.

Clients Son

Many thanks for Tina who has been wonderful this weekend, and we look forward to her next week.

Patricia Perkins OBE

Dear Sheri,

I wanted to congratulate you and Home Instead, it has been excellent for me.

Please remember me to Irina and Sue - they were really caring.

I would not hesitate to recommend Home Instead East Northants to my friends.

Thank you.


I have received some more glowing feedback about you all at Home Instead East Northants from JBs daughter Cheryl. She is still absolutely thrilled with the service you provide.

Linda Ross, East Northants

Once again everything is carried out to a very professional and caring standard in a friendly and relaxed manner and Ian was very well looked after...

We sing your praises to anyone wo know who is looking for help and we have no hesitation in recommending your services!

Janice, East Northants

Greta dilly passed away Saturday peacefully she was 94 the daughter Janice rang to inform us and just to say she was so gratefull to everyone who cared for her mum at home and what a wonderful accommodating company we are and thank you.

NHS Arden and Greater East Midlands Commissioning Support Unit

I took a call from JBs daughter Cheryl yesterday. She is absolutely delighted with the carers you have been providing for her mum. She said there is no comparison to the previous care provider, and that’s not only the carers but the staff at the office too.

I just wanted to pass on some of her comments and congratulate you on an excellent service.

Richard Barraclough

Home Instead in Wellingborough are very good, professional and very very helpful.

They have extensive knowledge on the care of older people, very caring, in their approach and willing to go "The Extra Mile"

I would strongly recommend the Care Manager Ms Lynne Tom, and my mothers principle CAREGiver Shereen

Thank you and Kind Regards to all

Sarah M Mobbs- East Northants

I just wanted to say that I have been very impressed with the care your team has provided to my mother, Mavis Mobbs. The Carers have been professional, treated my mother at all time with respect by talking with her about decisions, delivered the care requirements in a sensitive way and very importantly shown empathy and care.

Mr Jake Parker- Scheme Manager of Midland Heart

Firstly, a number of your carers visit the residents of Barwick House from time to time and appear to be doing a fantastic job.

One of your Carers- Alison - has been particulay very supportive to your clients and indeed has brought a number of matters to my attention resulting in me ensuring a greater customer experience for the resients I am responible to.

Ian Ross, East Northants

We would like to say how impressed we are with the service you provide from the initial contact to Sam's visit to ascertain what my needs are and to the carers, particularly Linda Morrison. Everything is carried out to a very professional and caring standard in a friendly and relaxed manner.

Melanie Harvey, East Northants

My mother continues to enjoy the attention she is recieving from the 'lovely' 'girls'. She looks forward to seeing them.

Neil and Ann Whittaker

I would like to say thank you to staff for all the help and support you gave looking atfer my father Leslie Whittaker at Abbeyfield, Kettering. Much appreciated.

JB East Northants

I would like to send my warmest thanks to all your staff who helped so courteously with my late husband's care from Christmas until February. It was a real pleasure to have the carers coming in each day.

N H - East Northants

Hi Mark

"Home Instead did so well fundraising recently. I really enjoyed the Mac Millan coffee morning giving me the opportunity to meet some other clients and caregivers at your office."

Mrs P M - East Northants

“We as a family have been delighted with the care Norman has received from Shereen and Sandra. They gave him something to get up for and to look forward to in his last 18 months of his life."

East Northants client

“Another end of the month, and thank you for promoting Lindsey and allowing her to continue caring for me as well. I am so lucky with my regular carers. Must tell you how excellent Barbara is – whatever she does she does well. They cook excellently and are all great company.

I have recently visited the offices as well and it was very interesting to meet everyone who contacts me. You are all so adaptable and reactive – I am grateful to have found such competent people”

NH – East Northants client

Margaret, East Northants

Thank you for your wonderful team of carers who are making a great difference to my mother Kathleen, who is much more cheerful these days.- due in no small way to the carers

Client, East Northants

Please convey my thanks to your carers for all they did for my late father. The kindness and expertise was outstanding.

ACJ - East Northants

I fractured my femur on August 22nd 2013 and had to cancel a holiday to Lake Garda, Italy. I spent the next 12 days in hospital, following the operation to repair my femur and like most impatient people, I was extremely anxious to get home as quickly as possible. However, the hospital staff took a lot of persuading because of my inability to carry out many of the everyday tasks. I eventually convinced them that I would employ a local care company to help me through my early days of rehabilitation .The Higham Ferrers company Home Instead Senior Care was contacted whilst I was still in the hospital, and a programme was discussed and agreed upon. Subsequently I had a carer visit each day for one hour to help me get through the early morning difficulties. Through this period I had the same girl for 80% of the time and she was excellent. On the other occasions her replacement was equally efficient and very pleasant. After 4 ½ weeks and with my recovery going very well we eventually said our goodbyes, the job was done and done quite brilliantly. `Home Instead` absolutely first class – ACJ East Northants  

NH East Northants

Thank you so much for all your excellent care!

Josie, Jenny and Peter, Rushden

Thanks to everyone who gave such fantastic care to our father Roy in the last weeks of his life. We really appreciate the help we received that enabled him to stay in his home.

Wayne, East Northants

By the way our caregiver Tina is superb! Both Mum and I are very grateful for everything that she does, a lot of which is above and beyond the call of duty.

Margaret, Higham Ferrers

"I would like to thank all the staff who cared for my husband John over the last year. Their valuable help and support enabled him to stay at home, which was his greatest wish. All the family would like to include their thanks and appreciation for the carers' hard work over a very difficult time."

Client testimonial

“Thank you for all that you and your team at Home Instead have done to help my Father, Neville, at this difficult time. We greatly appreciate the good work you do under difficult circumstances.” Best wishes Tony “Thank you for your support to me and Chrissie over the last year” Stuart

Team GBCA, Great British Care Awards

December 2012 Dear Mark and Elaine The Great British Care Awards 2012 Congratulations on becoming a finalist of The Care Employer Award at The Great East of England Care Awards 2012. We were overwhelmed with the number of high quality nominations so it is a huge achievement that you were selected as a finalist. You made a great impression on the judges, whose comments were: “An enthusiastic organisation that does what it says on the tin” 2012 has been even bigger and better than 2011 and all of our judges found it very hard to choose one winner. Once again congratulations, we hope you enjoyed your special evening with us and it was a great pleasure to meet so many amazing people and we hope to see you again in 2013! Kind regards Team GBCA Great British Care Awards

Janet, East Northants

Just to say a very big thank you for your kindness and care you all gave to Winnie. I couldn’t have found better carers, and if anyone asks me if I know any good carers I will always say that Home Instead East Northants were the best. Janet

A C, Rushden

Thanks very much for the care that you delivered for Peter. He got on very well with his caregiver, Susan, and we’re very pleased during his period of convalescence.

The Bilson family, East Northants

Thank you all so much for the love and care you gave to Tony, it was much appreciated by us all.

Mrs S.G

We would like to thank you and your caregivers very much indeed for the wonderful care given to Dorothy since February 2011. Without this care we could not have managed to keep Dorothy in her own home for so long. All your assistance has been very much appreciated.  

D & Tim, East Northants

Dad and I would like to say a big thank you for everything during this past year and me especially. His long term carer, Dawn, was good with Dad. They made a good team and he misses her desperately. Once again thanks to all.

S Cross, East Northants

This seems a good moment to thank you all for the support, care, kindness and professional approach in all that you do. From the moment I first contacted you by telephone I have been able to rely on the services you provide. I knew I wasn't alone in caring for my Mum and that she would benefit from all you do.

C Combrie

I will take this opportunity to say how pleased we are with the service you provide. Richard’s main carer, Nicola, is making a fantastic difference to the quality of his life and to our peace of mind. I keep recommending your organisation to anyone I talk to.

Abigail, East Northants

Dear Elaine and Mark As you know we lost Mum on Saturday evening after a severe stroke. I hardly know where to begin to thank you for what Home Instead did for Mum and for me. Everyone who knew her commented that the last year had been a 'golden year' for her. She had recovered from a fall (the reason I asked you to start to visit her) and was as happy and well as she had been in recent years, relieved of any fear of what might happened to her in the future, and look forward to the visits from her companion, and friend, Cathy. When Mum had her stroke, Cathy found her and managed her admission to hospital, staying with her for 7 hours until I could be contacted and travel. How alarming would this have been for Mum alone. She continued to visit Mum in hospital, who was pleased to see her and hear her voice. She provided support to me at this time, both practical and emotional, without which it would all have been much harder. You and Cathy made such a huge difference to events for both of us. I would certainly like to see your company prosper.

Sue C Raunds

Sorry to have taken so long to thank you for your observations of Mum. It was really kind of you to take so much trouble. I had only expected a few short notes, so the detailed account was amazing. It was good to be able to see a different viewpoint from somebody who not only has regular contact with Mum, but who is not a family member so probably more objective. We feel that the regular contact you have with Mum has enabled her to build a good relationship and your care in assisting her to remain as independent as possible is beyond question.

J. King - East Northants

We are very pleased with the help that we get

S. Clements, East Northants

We are totally thrilled with the service provided by Home Instead. The care worker has become an integral part of the family

R. Noakes, East Northants

The care that Nicola is giving Richard is excellent. In fact it has exceeded our expectations

R Markham, Tollers Solicitors

We are the solicitors dealing with this client's affairs and have been very impressed with the service our client receives.

Nicky, East Northants

Jackie met Dad and Mum last week in place of Kathryn due to sickness. We would like to say thank you for the care and good communication in the unfortunate circumstances. Also to say how well impressed Dad was with Jackie. They really gelled and he would appreciate her care again. Thank you very much.

Olive, East Northants

I would like to say a big thank you to all staff for all the care and detailed attention that you gave Ron and myself  over the last 8 months

Audrey, East Northants

Just to let you know that Mum is settling in well in her new environment. Thank you again for everything you and your expert carers did for her. You can be sure I will always call on you if I know of anybody in the same situation. The reassurance and prompt attention received was second to none.

Hilary, East Northants

Can I please ask you to pass on our thanks to Chloe, Sue, Trisha, Joan, Kerry and Jamie for their kindness to my mother, which was so often indicative of genuine caring.

Linda, East Northants

A quick note to thank you for looking after Lil so well while we were on holiday. I know she was an extra burden to you and I am grateful to you for taking the extra trouble and your excellent staff of course.

CAREGiver, East Northants

The management team are friendly and approachable; our care manager is a very genuine caring and supportive manager and a great sounding board.

Client, East Northants

I have found the two carers I have had very friendly and nice and will do whatever you want doing.

Client, East Northants

I am well satisfied with the service I am receiving.

Sally & Chris Goss, East Northants

The service is excellent, the carers are extremely caring, helpful and friendly. Extremely happy with everything. Cannot fault HISC. Thank you so much for making life easier for Dorothy.

A Thomson, East Northants

Can I just add my sincere thanks for the way in which you have always been courteous in arranging Mum's care and my satisfaction in the way the care has been carried out. It has been of huge benefit to Mum and a huge relief to me in finding your company.

A. Day, East Northants

Thank you very much for your excellent service.

J. Burt, East Northants

Thank you so much for the kind and understanding care of John. I am grateful to you and the staff for your attention and sympathy which helped him to enjoy time at home. Many Thanks.

S. Clark, East Northants

I would like to say thank you to you and your staff for the care given to Dorothy. None of us expected this to go on for 6 months. We had several crises but each time she bounced back, and I firmly believe this was due to the morale stimulation from the daily visits of the girls. We have seen many faces each of whom treated Dorothy with respect, dignity and care, and have become friends. I wish you every success in the future.

Roger T Simpson, East Northants

Please accept my heartfelt thanks for the speedy way in which you have set up a care programme for my mother. Called you Monday, Elaine visited mum the sameday and the carer started the very next day. Mother is very very pleased so far. So that makes me happy. Many thanks again.

S. Clark, East Northants

The care we have received over the past few weeks from 'Home Instead' has been exceptional. Their staff take pride in their work, are pleasant, punctual and treat the patient with respect and dignity. Management are really approachable and accommodate any request, even at very short notice. We consider ourselves fortunate to have discovered 'Home Instead' as our care provider and would certainly recommend to others.

Owners Rosina and Mark Darnell
Elderly male drinking tea and chatting with CAREgiver