Home Care Provider Owned by Home Instead in East Lothian

very surprised when our two named contacts left the company without warning us. In the interim period before new staff were appointed my calls were transferred to other regional offices and often not returned. We had no named contact for several weeks. At that point mum's details were still not accessible on the app and we felt completely adrift. On a couple of occasions our carer's timetable was reorganised but no one let us know. It took four attempts to organise a review visit; even then, the member of staff arrived an hour late. Information (contact details) promised during the meeting wasn't sent on. Things have settled down recently, however, and we now have a regular timetable.

the service began.
The care staff who visited my mother were lovely, and she enjoyed their visits. In December I went away for a week. I arranged a variety of care for my mother during this period, including employing Home Instead on four separate days - two visits to provide care and companionship in the home, and two occasions where they would visit and provide transport to medical appointments for dressing changes. On one occasion they failed to turn up. On another the carer was running late, and the hospital appointment was missed. Home Instead still felt justified in charging a fee for this visit. I would no longer entrust them with any responsibility for care provision.

Both her carers complete light household tasks to a high standard and are meticulous in ensuring Mum takes her tablets and that she has fresh water and cups of tea. The app allows us to log in and check the daily visits and updates and both her carers keep us informed and up to date.

to do all that is needed without rushing. The staff are friendly, helpful and treat my mother with kindness and respect.

They not only look after mum and take her out, they keep the family informed of any change. I now do not know what I would do without them.