15% Improvement in Customer Satisfaction
Home Instead Senior Care provides the highest-quality care for thousands of older people in the comfort of their own homes. With 190 offices in the UK and over 1,000 worldwide, its vision is to become the UK’s most admired care company through changing the face of ageing.
Home Instead Senior Care’s 10,000 CAREGivers and support staff, serve clients throughout the UK. Its two key challenges were retaining CAREGivers, with staff shortages across the industry, and ensuring every client has a great experience.
Since 2013, WorkBuzz has coordinated Home Instead Senior Care’s PEAQ (Pursuing Excellence through Advancing Quality) Programme. Every CAREGiver and Client are invited to provide anonymous feedback on their experience.
To help maximise the CAREGiver response rate, during ‘PEAQ Week’ balloons and PEAQ branding appear in each office, with a PEAQ Champion, who reminds staff how they have listened to and act on their feedback from the previous survey. In 2018, this contributed to 87% of support staff and 69% of CAREGivers participating.
Working with WorkBuzz provides us with a huge amount of insight into our operation, helping us to improve CAREGiver engagement and retention, and client satisfaction.
Nationally, the feedback is analysed and key recommendations provided. For example, we found that as offices expand beyond 40 CAREGivers, employee engagement and client advocacy levels both declined. The root cause was additional communication barriers, particularly between CAREGivers and office staff, who coordinate busy care schedules. Home Instead Senior Care quickly devised an overall action plan, identifying and sharing best practice to help offices mitigate this and supporting larger offices maintain high standards.
Since 2013, participation and the results have steadily increased. In 2018, 95% of CAREGivers said they were proud to work for Home Instead Senior Care and 96% of said they would recommend it. This has been closely correlated with business KPIs – 20%+ annual growth and a record number of “Outstanding” ratings by the Care Quality Commission regulator.
In 2016, we were asked to mirror the success of the PEAQ programme in the UK, by rolling this out in Ireland.