PEAQ Spotlight: What Our Norwich Clients Told Us
At Home Instead Norwich, listening to our clients is at the heart of everything we do.
As part of our ongoing commitment to quality, we invite clients and families to share honest feedback through PEAQ (Pursuing Excellence by Advancing Quality), an independent satisfaction survey used across Home Instead offices.
This year, while the numbers matter, it’s the words from families that speak most clearly.
Supporting Families Through Life’s Most Difficult Moments
One family shared how care made it possible for both parents to remain at home:
“Home Instead have been a key component in supporting my parents, allowing them to remain in their own home. In particular, the lovely bunch of carers treated my father with great kindness and compassion during the final months of his life, giving him the dignity and respect he deserved. Their friendly and caring presence was a source of comfort to the rest of the family during a difficult time. We could not have managed without them. As we move forward I know they will provide an important source of support for my mother, who is living with Alzheimer’s.”
For many families in Norwich, staying at home during illness, frailty or dementia is deeply important. Feedback like this reflects the role Care Professionals play not only in practical support, but in emotional reassurance and dignity.
A Different Approach to Care
Another client highlighted what makes Home Instead distinctive:
“I can’t commend Home Instead too highly. Their Carers are kind, very well trained, and live up to their name as professionals. And they are well supported by the office staff. My husband, as a client, benefits enormously from their companionship as well as deft physical care, as do I as his main carer from their support, good humour and empathy. Home Instead offers such a different concept of care from the majority of firms, and that has enabled my husband to be cared for at home when otherwise things would almost certainly have fallen apart.”
Relationship-led care, continuity and strong office support are central to our approach. Families often tell us that feeling understood and supported makes all the difference.
Care That Adapts as Needs Change
Care journeys are rarely static. Needs evolve, sometimes gradually, sometimes quickly.
One client reflected:
“Very happy with the care received from Home Instead for the last two years. As our needs have changed so have the care requirements and Home Instead has met those changes as and when necessary. Cannot fault their efficiency and consideration.”
Flexibility and responsiveness are essential in home care. Our local Norwich team regularly reviews care plans to ensure support remains appropriate, safe and personalised.
The Small Things Matter
Sometimes feedback highlights everyday details that mean the most:
“Cooked meals excellent, all done with a smile. I feel looked after.”
Companionship, a warm meal, a friendly conversation – these moments build trust and reassurance over time.
Why PEAQ Matters
PEAQ gives clients a structured opportunity to share what is working well and where improvements can be made.
For Home Instead Norwich, feedback is not simply collected – it informs training, communication and ongoing service development.
Listening carefully allows us to strengthen what matters most: dignity, kindness, reliability and continuity of care.
Frequently Asked Questions
What is PEAQ in home care?
PEAQ (Pursuing Excellence by Advancing Quality) is an independent survey that collects client feedback on home care services.
Why is client feedback important?
It helps ensure care remains safe, responsive and aligned with the needs of clients and families.
How can I share feedback outside the survey?
Clients and families can contact the Norwich office at any time to share comments or suggestions.
Speak to Our Norwich Team
If you are considering care for yourself or a loved one in Norwich and would like to learn more about our services, our local team is here to help.
Contact Home Instead Norwich for a friendly, no-obligation conversation on 01603 963317 or enquire online today.