Helena Dennett, Head of Adult Social Care Inspection, CQC:
“This service was really making a difference to people’s lives and was demonstrating excellent person-centred care. We heard of people who worked extra time to be with people who would be alone on Christmas Day to help make the day a special one for them and improve their sense of well-being - evidence of the support and commitment to a truly caring ethos.
When we looked at care plans we could see they had been carefully developed with people and families and were written in a way that reflected individual personalities, life stories, important people, events and memories. People confirmed their plans were agreed with them, felt in control of their care and could make changes to it as they wanted at any time.
Carers actively promoted people's independence to the extent that people had regained skills they thought they had lost. People told us support offered was set at their own pace and visits and activities were never rushed. This is a first-class service and I congratulate everyone involved.”
“ Just want to say that your ladies have taken excellent care of Mam and treat her very well and take an interest in what she is doing or has done. The ladies that I have spoken to seem very professional and will do anything for her. I look forward to have as many happy times with her as we all can. Once again thank you for your choice of ladies for mam. ’’
Daughter in Law of a Client
Home Instead has provided an excellent service, from the initial meeting to on-going care. The company ensured the needs/preferences of my mother-in-law were matched with the most appropriate Caregivers. They introduced each Caregiver so my mother-in-law was never faced with somebody turning up that she hadn’t been introduced to - an excellent safety measure.
The Caregivers have been excellent and nothing is too much trouble. They are friendly, professional, always punctual and treat her with dignity. At the end of the first month, the Care Manager came out to undertake a review of the services to check if we had any issues or would like any changes and improvements. Our feedback was that we were more than happy with the current service.
The experience of Home Instead from the Manager, Office staff and Caregivers is one of a well run, organised and joined up service. My mother-in-law is very content with her care and looks forward to her daily visits.
Daughter of a client
The whole process of getting care from Home Instead was very easy. They have treated both myself and my Mum with dignity, care and respect. The office staff and caregivers are all very kind, friendly and approachable. We have quickly built up a very strong relationship with all at Home Instead. We have used them for less than a month and already they are like part of the family. The peace of mind they provide to myself is enormous - to know that someone is checking on my Mum every day while I am at work is so reassuring. For the caregivers, no task is too small and they are so lovely (angels without wings). I would recommend Home Instead to everyone.
B.L. (Daughter in Law of a Client)
When the time comes that a person needs help with personal care, to enable them to continue living in their own much-loved home, it’s a big ‘ask’ of anyone to invite, in effect, complete strangers into their home to deliver that care.
My Father-in-Law is such a person and we were fortunate enough to be able to employ the services of Home Instead Senior Care. Having a core group of the same CAREGivers – who are well-matched to his personality – meant that a bond quickly developed as he got to know them. The caregivers treat him with dignity and respect and show a genuine interest in him as a person. The care is tailored to meet his specific needs and, after discussion with the supportive management team, can be immediately adapted to meet any changing health needs.
My Father-in-law says, “The caregivers are very well trained and maintain the company’s high standards at all times. I am more than satisfied with the care I am given and look forward to their daily visits.”
Karen - CAREGiver at Home Instead South Lakes
I am really enjoying my work and love the clients and the family members I have met. Doing the smallest thing can change their lives for the better and it makes you feel that you're making a real, positive difference to the client, plus giving reassurance to their family. I always come away with a smile on my face and my heart melting with love and care for my clients.
Kate (daughter of a client)
The owner and her team have been nothing short of a miracle. Immediately responsive, ultra-caring, highly professional and incredibly supportive.
They have slotted in where no-one else could, other than a close family member and have delivered in spades, and I'm pleased to say still do.
I'm very grateful and feel very comfortable that they are doing such a good job, caring for my very elderly, frail and vulnerable parents, so very well.
I would not hesitate to recommend.
Mr P (a client)
The carer arrived promptly all ready for the walk. After signing in we set off to places which were relatively level. She walked at the right pace and she was very attentive to any hazards, potholes and sticks lying on the paths. We had interesting conversations, particularly about the trees in the parklands. The weather was fine most days and the walks improved my walking. She was an interested companion.
PJ (Daughter in law of a client)
I just wanted to say what a fabulous job your team are doing.
Sophie is doing an excellent job of keeping us informed of what's going on and we've spoken to a couple of CAREGivers at various points too.
I can't tell you what a relief it is to know that our mum is being looked after by ladies who clearly love their job and actually care about their clients. I'm so glad we made the switch over to Home Instead
Linda (Wife of a client)
Everyone we have had contact with at the agency has been brilliant: professional, kind, caring and flexible. My husband is very happy to see his carers and looks forward to the visits. They are always quick to respond to my requests and are very understanding. I would recommend them to anyone looking for someone to help in this difficult situation.
Pam (Daughter-in-law of a client)
We are extremely pleased with the service Home Instead provide. We live away from our relative and without them, she would not be able to live an independent life anymore.
The care they are providing our relative with is excellent, they often stay much longer than the designated time frame. She feels completely at ease with the caregivers and in fact calls them her friends. We are in regular contact with the caregivers, nothing is too much trouble and they have responded at a moments notice to help when needed.
The caregivers have introduced some activities which have helped immensely.
I would recommend Home Instead to anyone who needs care for their loved one, you can tell that to the staff it's not just a job, they care about the people they are looking after
Michael B (Son of a client)
We have been delighted with the service we received from Home Instead (South Lakes). All the carers were really attentive to my 95-year-old mother's needs and she was so pleased with their concern and attention.
It was a great relief for us to know she was so well cared for and would not hesitate to recommend them to anybody. The organisation of the visits and aftercare were perfect.