CLIENTS ENDORSE HOME INSTEAD SOUTH MANCHESTER
Every year Smith and Henderson, an independent research company, survey all Home Instead’s clients. The goal is to give our clients a completely confidential way of letting us know what they think of the service we provide.
Waiting for the results is always a little bit nerve-wracking but they're finally in - and we're delighted with them.
The first figure we look for is the Client Advocacy Score - a measure of how likely our clients are to recommend Home Instead to friends and family. Most market leaders are usually around 50%, Apple is the champion at 67% so Home Instead’s overall score of 66% is very impressive. However we were absolutely bowled over to find that the score for Home Instead South Manchester was… 94%!
In our clients' own words...
Scores for individual questions were just as pleasing. Every client gave us a “Very Favourable” or “Favourable rating” on every single question (see graph for detail) but the most humbling thing of all is how many clients took the time to add an encouraging comment in their own words. Here are just a few examples…
“My carers are kind, considerate, very pleasant and treat me with dignity. They are like family.”
“Carry on doing what you do - offering a really person-centred, caring, excellent service. Please keep that small local agency feel if you can. It’s important.”
“We have experienced several local care agencies and Home Instead are by far the best! You are made to feel like a valued person not just a body that needs looking after. This is how care should be. It’s brilliant that Home Instead deliver what they say they will.”
It’s overwhelming to have our clients give us such a ringing endorsement and we’d like to thank our brilliant team of CareGivers. It’s their dedication, professionalism and commitment that lie behind results like this. We’ll also be using the details of the survey to see how we can get even better. We definitely will “carry on doing” what we do but we’ll be looking for ways to improve as well.