Home Instead Senior Care The Queen's Awards for Enterprise: Innovation 2016
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Quality Care

 

What does quality care look like?

Here at Home Instead in Fareham our aim is to be the best local care provider. We want quality to be at the heart of what we do and what our client’s experience.

Of course we know that’s what most care providers would claim they want to be.

The question is how do you know if what people claim is actually what they are delivering?

We are able to support our claim that we provide quality care in two ways.

Client recommendation

Firstly by our ranking on www.homecare.co.uk; the leading directory guide for UK home care and nursing agencies. The website is a guide to finding good quality home care providing useful information for people who need to find care services for themselves or a loved one and it is highly regarded amongst those in the care sector.

Home Instead Senior Care in Fareham and Gosport has been in the top 10 recommended home care companies in the South East of England in the homecare.co.uk Top 10 Agency Awards in 2015, 2016 and 2017 with a recommendation score of 10/10 each year. 

Home Instead is listed on the website where client’s and their families and friends are invited to comment on the quality of service provided which is then put online for others to view. Over 4500 people took the time to provide a review and it was these that were used to find out who are the best providers in the regions across the UK.

Customer satisfaction

Secondly we ask our clients to take part in an annual independent survey to provide us with feedback about how we are delivering our services to them.

The results from 2106 are:

  • 100% of our clients would recommend us to others
  • 100% said their Caregiver was well matched to their needs
  • 100% said their Caregiver took an interest in them as a person
  • 100% said their Caregiver was properly introduced to them before they started working with them
  • 100% said their Caregiver goes the extra mile to make a positive difference to their life.

For clients to give us 100% scores in each of these areas is a testament to our approach and the quality of the staff we have working with us. 

We were especially pleased that 100% of clients said that their Caregiver goes the extra mile for them. That's at the heart of what makes us different.

But more than the headlines what do our clients say about us?

The selection below is from our independent survey.

If you were to think about what the perfect care would look like, the sort of care you wish you could provide for your loved ones, that's exactly what you get from Home Instead.

Excellent office staff; Friendly, helpful, respectful, understanding, supportive. What more can I say! Thank You.

I find the office contact works very well, they are very quick to contact us if any issues arise. We have experienced no problems or complaints when we change requirements to cover holidays or hospital visits. Very impressed.

The carers and office staff are always efficient and on hand to answer and sort out everything immediately. I cannot fault anything after almost a year of their services.

They were always able to answer my questions, very friendly and kept me informed of any problems which occurred with my aunt and gave me advice. The best carers and office staff I have had to deal with over the last few years and would recommend them 100%. 

The carers always go out of their way to ensure they meet my needs. They also often come up with good ideas for my diet and well-being but leave it me to make the final decisions.

I have never been let down by your service even when asking for help at short notice.

Past experience with other care providers left us feeling vulnerable as we never knew who would turn up or whether they would be on time. So far our two carers have been wonderful.

The overall standard remains extremely high as it has from the start.

More than I thought I would be given or could be given. The managers are a credit to your name and brand.

Its the people that make a difference

What is it that we do that gives us a recommendation rating of 10 out of 10 and such positive feedback from clients?

It’s really very simple; we have a shared ethos amongst all our team that we should not be providing care to anyone that would not meet the standard we would want for any of our parents, relatives or loved ones.

We make that happen from the point at which we recruit for our team, through training, their ongoing development and how we support them.

Its people that make a difference and we have some wonderful people who share our beliefs and values about putting our clients first every time and that each time we visit we have an opportunity to make a difference.

Want to know more? Give us a call

If you are thinking about care and support for a loved one and would like to find out more about our approach and how we consistently provide the highest quality care please do give us a call on 01329 282 469 for an informal chat.

We would be delighted to help you.

 

  • UKHCA Registered

We have been very happy with the care givers from Home Instead and have found the company itself both helpful and informative. Having upgraded from another care provider following an unexpected hospital stay, we quickly realised that Home Instead are different from other carers providing a service that you can completely rely on.

The friendly and helpful care givers provide a bespoke service tailored to individual need. The level and type of service provided is regularly reviewed and readily adapted if the clients needs change. You are regularly updated and any issues arising quickly discussed and addressed.

For us as a family it has been a great relief knowing that our mother is being regularly and properly cared for  in her own flat reducing  a lot of the  worry of a loved one less able to look after themselves with advancing age.

Mr W - Lee on Solent