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Home Instead celebrates highest ever client advocacy score

Sue Binks and client Phyllis

Home Instead is celebrating its highest ever client advocacy score against the backdrop of a tough year for the social care sector.

Each year the home care provider, which recently rebranded, conducts independent surveys, run by Workbuzz, amongst its 17,000 clients, 12,000 caregivers, and key players to monitor performance and measure employee engagement.

Commenting on this, 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.”

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In the latest survey, conducted in December, 97% of clients said they were ‘very likely’ or ‘likely’ to recommend Home Instead, allowing the company to achieve a client advocacy score of 72 – the highest since the provider started conducting the annual survey in 2013 and up six points on the previous year.

Nearly all clients (96%) also agreed that their caregiver is well matched to their needs and 98% said that their caregiver kept them safe and well at home during the pandemic.

Meanwhile, 96% of caregivers said they are proud to work for the company, 96% said they would recommend its services and 91% said they would recommend it as a great place to work.

Caregivers were also asked if they had received enough support during the pandemic and 92% said they had.

Commenting on the results, Jones said, “The team at 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 224 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.”

Tags : client advocacyHome InsteadsurveyWorkBuzz
Sarah Clarke

The author Sarah Clarke

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