Satisfaction and engagement are at an all time high for Home Instead

The homecare franchise is celebrating its highest-ever client advocacy and employee engagement scores

Each year Home Instead conducts independent surveys, run by Workbuzz, amongst its 17,000 clients, 12,000 caregivers, and key players to monitor performance and measure employee engagement. The feedback gained from the surveys is used to ensure that the needs of key players, caregivers and clients are being met.

Martin Jones, CEO of Home Instead UK, said: “The surveys are vital for us, allowing us to ensure that we are continuing to make a difference to the lives of the people we care for whilst also remaining an employer of choice in the sector.”

97 per cent of clients were ‘very likely’ or ‘likely’ to recommend Home Instead. Other highlights include 96 per cent of clients agreeing that their caregiver is well matched to their needs and 98 per cent saying that their caregiver kept them safe and well at home during the pandemic.

Home Instead is also committed to being an employer of choice in the sector, achieving employee engagement scores of 95 and 93 for key players and caregivers respectively. The caregiver score is a full 15 points above the benchmark for national care and homecare companies.

96 per cent of caregivers are proud to work for the company, while 96 per cent would recommend its services and 91 per cent would recommend it as a great place to work.

Speaking about the results, Jones continued: “The team at the national office were humbled to read the reports. In a year when it was far from business as usual, we have worked hard to ensure that our franchisees and their teams felt supported and connected. Most importantly, we did everything we could to ensure the safety of our teams and clients.

“We now have a network of over 226 franchise offices and I’m delighted that we have been able to continue to deliver our person-centred, high-quality care at scale, despite everything that the pandemic has thrown at us. Our local teams have done an amazing job, going above and beyond on a daily basis and for that we thank them.”