As part of our passion to provide the best possible care and support that we can, to our clients and their families, we conduct an Annual Client Feedback Survey. This year we were delighted to receive a 56% response rate, which is excellent, the normal response rate for surveys is about 15%.
The survey was split into various sections, with space for further comments. Responses were scored across a range from poor through to excellent, using the scale of 1 to 5 (where 1 is poor and 5 is excellent).
Clients and their families were very happy with the quality of support provided by our CAREGivers, rating it as either 'excellent' or 'very good'. The process of matching clients to CAREGivers, which is one of our key considerations, was also valued by our clients. Communication between our office staff and CAREGivers concerning any changes in support, was regarded as responsive and well-adjusted to meet clients' changing needs.
Over 95% of the feedback rated our services as 'very good' or 'excellent' and of those, a total of 50% scored us as 'excellent' across all categories. Overall, our services 'meet' and 'exceeded' people's expectations and most significantly, 100% of respondents were likely to recommend Home Instead Senior Care to others.
Individual responses from clients who took the survey included:
"I like the continuity of your staff"
"Caring and a very reliable service"
"The care given to my Mum continues to be of a high standard which she enjoys"
"Being able to leave all the laundry to your staff is wonderful and the kindness show to Dad is very touching, I could not have coped without your service, thank-you - once the system got sorted it proved to be just what I wanted"