PEAQ Spotlight: What Clients in West Lothian Told Us

Two women with blonde hair happy and laughing while outdoors - Home Instead

At Home Instead West Lothian, listening to our clients is central to how we deliver care. As part of our commitment to quality, we take part in PEAQ (Pursuing Excellence by Advancing Quality), an independent client satisfaction survey used across Home Instead offices.

This year’s feedback reflects strong trust, reliability and safety alongside a clear focus on continuous improvement.

We are proud to share that:

100% of clients said they would recommend Home Instead West Lothian

93% said they were very likely to recommend us

7% said they were likely to recommend us

Recommendation is one of the strongest indicators of trust. For families choosing home care, knowing that others would confidently recommend the service provides valuable reassurance.

100% for Safety, Reliability and Quality

Clients also rated us 100% in several key areas:

Has an excellent understanding of my care needs
Arrives on time
Makes me feel safe when they visit
Overall quality of service

These results reflect the professionalism and dedication of our Care Professionals and office team.

Feeling safe, understood and supported in your own home is not a small thing. It is the foundation of good care. Consistency, punctuality and familiarity build trust over time and this year’s feedback confirms that these remain clear strengths for our West Lothian team.

An older male adult with grey hair and using a crutch while going out of the door with the help of his younger female carer with black hair and wearing green - Home Instead

Where We Are Improving: Scheduling Communication

PEAQ is not just about celebrating success. It is about identifying where we can improve.

This year, lower scores were recorded in two areas related to scheduling:

– 81% for “Changes to my schedule are communicated by the office”

– 79% for “Always communicate any changes to my schedule in advance”

We expected this feedback. There have been recent changes within the office team, including adjustments to who is responsible for scheduling.

Importantly, an action plan was already in place before the survey results were received. Responsibilities have now been reviewed and clarified, and we continue to strengthen communication processes to ensure families feel fully informed and reassured.

Being open about areas for improvement is part of our commitment to transparency.

Listening and Acting

PEAQ feedback allows us to:

Reinforce what is working well
Identify pressure points
Implement practical improvements
Keep clients at the centre of decision-making

For Home Instead West Lothian, quality is not static. It is something we review, measure and refine continuously.

An older female adult with white hair and wearing blue walking while using a walker with the help of her female carer wearing green outside the house - Home Instead

Frequently Asked Questions

What is PEAQ in home care?
PEAQ (Pursuing Excellence by Advancing Quality) is an independent client satisfaction survey used to measure quality and experience in home care services.

Why does a 100% recommendation rate matter?
It shows that every responding client would feel confident recommending the service to others.

What happens if survey results highlight improvement areas?
The office reviews the feedback carefully, implements action plans and monitors progress to strengthen service delivery.

Speak to Our West Lothian Team

If you are considering care for yourself or a loved one in West Lothian and would like to learn more about our services, our local team would be happy to help.