Each year we run an independent survey of our clients and CAREGivers. Our Clients are surveyed on many aspects of the service we provide. Our clients also have the opportunity to make comments on ways we could improve our service
What our clients said:
- 97% said their CAREGiver was properly introduced before they started working with them
- 97% said their CAREGiver was well matched to their needs
- 100% said their CAREGiver arrives on time
- 97% said their CAREGiver takes an interest in me as a person
- 95% said their CAREGiver goes the extra mile to make a positive difference to their life
- 97% rated the overall service as good or excellent
Here are just some of the positive comments that we have recently received from our clients about our service
‘The service you provide for my mother is excellent. I personally cannot think of anything more you could do’
‘Always a friendly, polite person answers the phone. My enquiries are dealt with efficiently. They always get back to me if I request extra care for mum’
‘Always friendly, helpful, prompt in getting back to me’
‘Carers are punctual, polite, friendly and caring and we have come to think of them as family! They are always well dressed and clean and perform their duties responsibly and efficiently - and respect our privacy’
‘From the very first time I contacted the office to put care in place f or my mum the staff and care givers have been nothing but awesome people. I can carry on with my daily life knowing that mum is well cared for.’
‘Have nothing to complain about either the carergivers or office staff, the caregivers use their initiative and do what needs doing without question.’
‘I find all of the staff I have had contact with to be very professional and caring in their approach to my mum. They have gained her trust and are very patient with her. They are helping her stay as independent as she can for as long as she can.’
‘Mum's CAREGiver has made a huge difference to our lives. Someone to give Mum a shower and a little companionship during her hour, gives me a small break. I have already recommended Home Instead to a friend, who's own mum has just had a stroke.’
‘The quality and personality of the caregivers is excellent. I think the quality of selection is very good.’
We're recommending you to everyone we've spoken to - including the Alex hospital commissioning staff.
Your company gives the standard of care that gives the family confidence that t heir elderly relation is safe, happy and needs are met in a caring way, and a close relationship is formed.
“ My mum has used Home Instead since October 2016 and received a consistently superb service from caregivers and office staff. Carers are unfailingly kind, caring, punctual, regular and professional.My dad was unfortunately in hospital over three months and needed carer support to enable him to return home. We had no hesitation in asking Home Instead to provide his care. His discharge from hospital in January 2018 was extremely stressful and precarious and I was exhausted. His senior caregiver was exceptional in dealing with all the problems resulting in my dad successfully settling back at home. Home Instead have exceeded all my hopes and expectations regarding care for my parents. Staff have consistently worked in partnership with me. They have massively reduced my stress. ’’
Mrs B. Daughter of client. Bromsgrove
The care by Home Instead that was given to my late mother was excellent. She was 95 years, very independent and stubborn. She also had dementia.
The care they gave was second to none.
They provided personal care, as well as companionship, which kept my mother's dignity to the end.
The maturity of the carers was excellent. They were kind and caring which enabled myself to keep her independence in her own home, alongside the care that I gave.
A brilliant company as my mother was bought up in care and never wanted to go back into a care home.
Miss M. Daughter of clients. Northfield
We have used home instead for nearly 3 years, to provide care to my parents. The staff providing care were fantastic, nothing was too much trouble, they went over and above what we expected to make sure mom and dad were cared for, allowing us to keep mom at home for an extended period which is what she wanted.
I would not hesitate to recommend Home Instead to anyone who needs care, everyone we have dealt with from carers to staff in the office has always been helpful nothing was too much trouble during some very difficult times for all the family.
Mrs H. Daughter-in-law of client. Bromsgrove
Dear Sir or Madam,
I am writing to express my appreciation for the care given to my late Mother in Law.who passed away in April 2016. My Father in Law passed away this January. Whilst looking through documentation within their home I found the carers/client activity log. I had not seen this before (I live in Cornwall) and became very tearful (happy tears) about the lovely comments made by the carer Kathy. Kathy obviously took delight in looking after Mom, making her very happy and this shows in her service notes. I would like you to pass on my huge appreciation to her.
Thank you very much,
Mr C. Son of client. Bromsgrove
We have had tremendous service from the Home Instead team both the CAREGivers and the back office team. The CAREGivers have built a strong relationship with my mother who looks forwards to their visits and regards them more as friends.
We have been impressed by the consistently high standards of recruitment and service delivery and would have no hesitation recommending Home Instead to others.
Mr C. son of client. Bromsgrove
Hi Gemma, I just wanted to say thank you to the team for providing such great support and companionship to my mom. I know she thinks of them almost as family. We were particularly grateful to Debbie for staying on to help my mom get to bed one night last week. Without Debbie and the rest of the team’s help my mom would not be able to stay at home. Thank you
Miss N. Bromsgrove
Ever since my father has received care from Home Instead our family have been delighted and overwhelmed by the professionalism, empathy, understanding, punctuality and depth of notes made in daily logs. Every carer is excellent and shows respect and a friendly approach when meeting my father's daily needs. I would recommend to anyone. Knowing they are caring for my father on a daily basis, is reassuring and a comfort to all the family
Mr C. Son of Client. Alcester
I would like to take the opportunity of my latest visit to the U.K. to say how much we appreciate all the support that your team of carers provide and, most of all, how they lift Mum's spirits and bring happiness to her life. She absolutely loves the 'girls' as she calls her carers and the outings to see horses which have been such an important part of her life.
As my brother an I live in France and only able to visit Mum every month or two, the support that Home Instead provide reassures us that she is in the best possible hands.
Thank you to the whole team
Mrs. K. Clients Daughter. Headless Cross
This is my mum's first experience of needing home care. She is 81-year-old and it has not been easy for her to relinquish her independence and accept she needs help. On her GP's advice, she agreed to try carer support twice daily. What a relief to find Home Instead.
From my first enquiry, I have been very impressed and highly satisfied with the company. Everyone has been polite, efficient, professional, understanding and genuinely caring.
Striking attributes of Home Instead that go above other care agencies include:
- A small group of regular carers who my mum relates to and trusts. My mum says "all the carers are lovely" and "will do anything to help".
- All carers have been introduced to my parents (no strange carers simply turning up).
- Carers are unfailingly punctual.
- Carers come at the times my mum chose (not simply when the agency can fit them in).
- Excellent communication between the office and myself.
I feel completely confident in this care agency and would not hesitate to recommend.
Suzanne. Clients daughter. Northfield
I cannot fault the Redditch and Bromsgrove Home Instead team, we started off with just 2 hours x 2 per week companionship for my mom in October 2015, Mom's condition has deteriorated quickly and by July they were covering us 3 x daily and providing sleep in cover 5 nights per week. Sadly we could not sustain this as Mom was frightened to be on her own at any time and she has now gone into residential care home. Nothing was too much trouble and care plans were changed at short notice at our request, all the caregivers were so lovely and were matched to moms needs well, they made mom happy. l feel this is a testament to the recruitment process. All the girls spoke highly of working for the company and l noted they had time between clients and weren't rushing off to their next call, communication was excellent so any issues with mom were picked up and resolved quickly. l wouldn't hesitate to recommend home instead to anyone and l am sad we couldn't continue using the service.
Miss N. Bromsgrove
I meant to let you know how impressed the Dr who did the assessment was with the notes that the carers keep and how professional and informative the Home Instead file was - well done you guys.
Thank you for you continued support.
Mrs C. Bromsgrove
Thankyou so much for the work you put into providing the lovely CAREGivers who looked after Mom so well
l recommend Home Instead to everyone I talk to, l'm quite sad that we couldn't continue with Mom in her own home but the situation was just not sustainable as she was so frightened when left alone.
Anyway I wish you all well and please pass on my thanks and gratitude to all the girls that cared for Mom, you do a great job in your recruitment as they were all lovely.
Miss J. Alcester
Thank you so much for the level of care for my mother. Bridget and Karen provide such good care of her, especially in the last few days when she has been unwell. Office staff have also been unfailingly helpful and kind, and I feel supported too!
Mrs B. Clients Daughter. Henley in Arden
I cannot recommend Home Instead and their staff highly enough for the care they have provided for my father and mother over the last nine months. From my first meeting with them I felt they had a clear idea of what the gold standard for care of the elderly should consist of. Through excellent management this care was efficiently delivered and very often exce...eded our expectations. The carers were always totally punctual, respectful and soon gained the confidence of my father and gently, through patience and kindness, my mother too. The girls often went the ' extra mile' and contacted us, as the family, if they felt there were issues that my parents could not deal with themselves. Due to the ever changing nature of the needs of my parents the team were always quick to respond to this and amazingly drew on their resources to provide adequate cover when required (often at very short notice). Issues were dealt with competently, rapidly, sympathetically and professionally. One of the greatest endorsements I can give was my mother's comment about the laughter and easy chatter she could hear between my Dad and his carer whilst he was being washed and dressed each morning. Getting old is not much fun so thank you Home Instead for making this experience as dignified and pleasant for Mum and Dad as it could be and giving us, as out of area family, the confidence to know our parents were so very well supported
Client’s daughters, Bromsgrove
On behalf of our parents I would like to say thank you to all the admin staff who have guided us through the process of starting and sadly finishing the caregivers that helped keep mom and dad at home until now. Especially to Amy who has been the man point of contact and has been brilliant.
With heavy hearts sadly it is no longer possible for them to be at home, and they will be moving to a new chapter of their lives. Thank you one and all
Miss S. Daughter of client. Astwood Bank
When Mum was diagnosed with dementia her one wish was to stay at home for as long as possible. With the fantastic care and support of Home Instead I was able to fulfil her wish. If I had to use one word to describe the help and support that we received it would be 'fantastic'. From the very beginning, when we started with only 1 visit a week, until mum passed away when we were having 4 visits daily, the level of care was awesome. As mum lived alone and my job has me travelling a bit, it was a great comfort to me to know that she was being well looked after, that she was eating properly and that she was taking her tablets when she should! The CAREGivers were always willing to go above and beyond if needed, for example staying extra time when ambulances had to be called and making sure all was OK before they left. Whenever I needed to contact the office the staff there were always extremely helpful and understanding, always taking the time to see how I was doing as well as my mum. My mum often called her CAREGivers her 'angels', and it was great for me to see the trust and friendship that she had with them. Thank you Home Instead for helping me to do the one thing that mum asked - to stay at home!
Mr N. Cousin of Client. Northfield
If you want peace of mind that your loved one is being cared for in a loving and professional manner, in their own home then look no further. "Home Instead" has the capacity and know how to smooth the way for anyone who is faced with "how on earth can I cope with someone who is seriously, mentally impaired when I am not fully fit myself" Go the "Home Instead" way and you won't be disappointed, I couldn't have managed without them.
Mrs S. Alcester
I have been a client of this home care company for nearly two years. During the time they have been caring for me I have found them to be excellent in every respect. There have been times when I have been seriously ill but due to the special care provided by all the staff of Home Instead I have been able to stay at home. I feel the reason everything runs so smoothly is due to the management who in my opinion are "the tops". They aim for the best and they are the best.
Miss S. Daughter of client. Redditch
My brother and myself would just like to say a huge thank you to you all for the fantastic care and love you gave to our Mum Joyce. During the last 12 months or so you often went above and beyond to ensure that Mum was ok and had everything she needed. With my brother living in America and my job taking me all over the place, it gave is such piece of mind to know that there were always people there to look after her, chat with her and make sure she had her cup of tea! Although she had many fantastic people to look after her, we would like to say a very special ‘BIG THANK YOU’ to her regular carers, Steph (who made Mum’s porridge every morning, along with her jam butty and cuppa, which Mum loved), Jo (Mum’s first carer), Gemma (Who Mum felt safe with so much she called her ‘The other Julia’) and Tracey (Who we all had a great chat with on a Wednesday night when I went for tea). Thanks also to the girls in the office – always there to help and listen if I had any worries. Although Mum will be missed so very much, at least now she is at peace and with my Dad.
Miss R, Daughter of client. Bromsgrove
Used Home Instead for 9 months for both parents with dementia. Initially 2 visits per week as wanted to ease them in gently and family to get used to "loosing control" now 5 visits per week + holiday cover for myself and sister (carers) Cannot fault what the care givers do, they now really understand parents and do a lot to help with chores etc. which gives us more time for being just daughters and not carers. Have complete trust in them. They just do whatever needs doing and also have a laugh and chat with parents which is just as we would do! How did we cope without them!?
Mr. S. Son of client. Henley in Arden
Home Instead initially provided companionship and assistance with household chores and later personal care and overnight support as well before mum needed full time care in a care home. The staff were excellent and very friendly. Mum certainly appreciated their assistance allowing her to remain in her own home a lot longer. The management kept us up to date on the changing situation and were very helpful. I can thoroughly recommend Home Instead.
Lord Digby Jones, son of client
I am delighted to join Home Instead at their First Year Anniversary Celebrations. Caring for those older members of our communities in their own homes, giving them support, confidence & dignity as they meet the challenges old age brings, is not only important but will become increasingly so as our Society grows older by the year. Home Instead are excellent care providers; I know.....they look after my Mum!"
Mrs A, Clients Sister, Redditch
The family join me in thanking you for all your help and care for my sister. Your support, understanding, and practical arrangements eased our lives and made my sisters life much more tolerable so that she was able to stay at home. Your advice, kindness, care and understanding have been greatly appreciated by us all.
Mrs H, Clients Daughter, Alvechurch
Thank you so much for providing us with Etain. She really has been (and is) fantastic with Mum and, whilst she didn't have so much to do with Dad, when she was helping him, she provided him with dignity and that is something that he was grateful for. She really is a super star, but I expect you know that already!
Mr B, Client. Barnt Green
The members of your staff who I have met to date have been extremely kind and helpful to me. I thank you for a first class service
Mrs D, Client, Northfield
We are impressed with the way Mia and Gill go out of their way to look after us. My husband feels his meal is more palatable after Mia has cut up his food. They are always quick to respond to any requests we make in a cheerful way. They are helpful and positive in everything they do.
Mrs S. Client, Alcester
Karen is an exceptionally kind and caring person. My family and I have been impressed at how nothing is too much trouble for her. She is always cheerful and happy. She is able to deal with any problem which crops up. We cannot speak too highly of her and anyone who is lucky enough to have Karen as a carer is very fortunate. All the carers are exceptionally good but I think Karen is outstanding. She always manages to get through my needs before leaving, always quick and thorough
Clients daughter, Henley in Arden
Right from the beginning, when we were introduced to Home Instead we found the service has been excellent. Right from office staff to our CAREGiver who is the best Carer my Dad has ever had. Would have no hesitation to recommend this company to everyone I know
Helen, Home Instead CAREGiver
My Home Instead experience has been very fulfilling and enjoyable, with the odd ‘challenging moment’ thrown in! You have built up a very successful franchise, I hope it continues to go from strength to strength.
Mrs S. Alcester
The staff of Home Instead have been looking after me. During this time I have been very ill but due to the excellent care I received I am well on the way to recovery. I am convinced, without the type for care and support Home Instead were able to give me things would be very different. I would recommend Home Instead to all who are looking for caring, loving, well trained excellent staff.
Mrs B, Alcester
My sister and I are delighted with the service we are receiving from Home Instead for our mother. We moved from another agency, after extensive research, and following a series of problems with timings and too many staff changes. We like the philosophy of the company, their caring attitude and attention to detail seems to put them into a completely different class to other agencies. Staff are well-trained, extremely reliable and always on time. Our mother is well cared for and enjoys the company of these efficient staff. Mangers have dealt with any minor issues efficiently and effectively. I would not hesitate to recommend Home Instead.
The B family. Redditch
I have nothing but praise for the Home Instead experience. There has not been any disappointment from the first contact through the final delivery of care. Without exception the carers have been unfailingly punctual, polite, friendly, cheerful, positive and caring and are also well trained in their duties. Very quickly my wife, daughter and myself have come to regard them as friends and as welcome additions to our family. We have only the highest praise for the quality and efficiency of the organisations performance. We thank you sincerely. Well done.
Mrs T, Rednal
I am writing to let you know how pleased I and my mother are with Rachel. She is so very kind and has managed to gain Mom’s trust, completely, in a very short time. Rachel does more than is expected of her, she puts out Mom’s night clothes and gets her clean ones ready for the next day, using her own initiative. I am so comfortable leaving her with Mom, and that means everything to me. Please pass my thanks on to Rachel for me, tell her we look forward to seeing her again.
Mr T, Bromsgrove
Hiring Home Instead to look after my mother, who has dementia, is one of the best decisions I have ever made. My mother has a team of four dedicated carers who are all extremely professional and caring people. After some initial resistance by my mother they soon overcame her concerns by their open and caring personalities. She now looks forward to their visits. When I am away, I have peace of mind because I know my mother has excellent care. For anyone looking for someone to look after an elderly relative, and to enable them to stay in their own home, I would certainly recommend Home Instead.
Mr T. Charford
One of the most outstanding things about Home Instead is the interest taken by management. They make sure our Care Giver Clare is not always left alone and that she knows exactly what to do. I like the fact that the invoices arrive on time and that they are easy to understand. It makes a real difference to my wife that we see the same Care Giver every week.
Mrs W. Bromsgrove
We have found the Home Instead experience to be very beneficial. The managers and office staff have always been courteous and helpful with all their advice. We have also been very pleased with our carer (Mia), and are so grateful to know that it will be the same carer all the time. We would recommend Home Instead to anyone in need of care and attention, and friendship, as we feel sure they will also benefit from the care Home Instead provide as we do.