'Kaizen' is a powerful word; the word itself is japanese and can be taken and applied to any area of business. In english Kaizen roughly translates as 'continous improvement' and 'change for the best'. This philosophy has been adopted by Home Instead, year after year, and this year is no different. Pursuing Excellence and Advancing Quality (PEAQ) is an independent survey developed by Smith and Henderson who measure the quality of franchise services.
The PEAQ survey is completed by both our clients and CAREGivers to give a full scale snapshot of our performance, from the CAREGiver experience to client satisfaction. We feel that this on top of our own regular quality assurance visits, can help us monitor our performance and identify areas where we could enhance our performance.
Sarah Oldham Head of Care for Home Instead Sheffield North commented "We are encouraging all of our clients and CAREGivers to fill in the survey's which are being sent out to them in mid June. Essentially the survey acts as a learning curve for us, and we can compare our results this year with the one from the previous year, to see if we have improved. It's an excellent opportunity to get all the views and opinions from our clients and CAREGivers; once we have done this we can see where we need to improve".
There is a banner in the office which reads 'Not All Care Companies Are The Same', we believe this banner sums up our determination to continously enhance our services and stand out from other home care providers. This PEAQ satisfaction survey positively reinforces this statement!