Home Care Provider Owned by Home Instead in East Lothian

9.6 Group Review Score (the average from all locations with a review score)
  • Home Care Provider Owned by Home Instead in East Lothian

Home Instead Locations in East Lothian (1)

 

1 Home Care Provider owned by Home Instead in East Lothian

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Home Instead (East Lothian and Midlothian)

Suite 10, First Floor, Stuart House, Eskmills, Musselburgh EH21 7PQ 

7.1 9 reviews
"We are extremely happy with the care package provided to Mum by Home Instead generally and in particular by her main carer and other carer.…"   Read all 9 reviews

Home Instead specialises in providing companionship based support to adults of all ages. Caregivers help people to maintain their independence and quality of life tailoring the services they provide to ensure they help people achieve what's important… Read more about Home Instead (East Lothian and Midlothian)

  • Care Provided
  • Visiting Care
  • Dementia
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Home Instead Reviews in East Lothian (9)

9.6
Home Instead has a Group Review Score of 9.6 (9.644) out of 10. The Group Review Score is calculated using the average from all locations with a Review Score, and in addition 75%+ of all locations belonging to Home Instead must have a Review Score.

Overall Experience

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Review of

Home Instead (East Lothian and Midlothian)

from W L (Daughter of Client) published on 5 June 2025

Submitted via Website • Report

Overall Experience  Overall Experience 3.0 out of 5

We have nothing but praise for our carer, who is always extremely pleasant, reliable and helpful. Her manner with mum is just right and mum looks forward to her visits.
I'm sorry to say that since the start of this year we've had a few bad experiences with the in-house team (or lack thereof). We were
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.

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Review of

Home Instead (East Lothian and Midlothian)

from Carol G (Daughter of Client) published on 14 May 2025

Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

My mother is very pleased with the service and has a great relationship with the ladies who visit in the morning.

Reply from Sandra Salvona, Head of Business Development at Home Instead (East Lothian and Midlothian)

Many thanks, for taking the time to write your review. It is always particulalry encouraging to hear of the lovely relationships that develop between our team and those they support and I will make sure the Care Professionals in question are made aware of your review

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Review of

Home Instead (East Lothian and Midlothian)

from Maureen M (Daughter of Client) published on 24 March 2025

Submitted via Website • Report

Overall Experience  Overall Experience 2.0 out of 5

Initially I was impressed by the management staff. They appeared thorough, interested, understanding, caring and compassionate. Getting started with the service was very protracted. Communication was poor. Responses to my emails were slow or unanswered. Three months after our initial assessment meetings,
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.

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Review of

Home Instead (East Lothian and Midlothian)

from Jan L (Daughter of Client) published on 27 February 2024

Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

We are extremely happy with the care package provided to Mum by Home Instead generally and in particular by her main carer and other carer. Mum enjoys her main carer's company, they have great chats and enjoy a bit of banter as their sense of humour is similar and both ladies are very kind and attentive.
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.

Reply from Lesley Ballingall, Director of Operations at Home Instead (East Lothian and Midlothian)

Good afternoon Jan, thank you for your feedback. We are delighted to hear of your mum's connection with the care professionals who support her. It highlights our matching process and why it is a vitally important element of ensuring quality care delivery. Additionally how our app-based care planning system gives you daily reassurance that mum's care needs are being well met.

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Review of

Home Instead (East Lothian and Midlothian)

from J R (Daughter of Client) published on 16 January 2017

Submitted via Postal Card • Report

Overall Experience  Overall Experience 4.0 out of 5

We use this agency for personal care for my 91-year-old mother who has continence and mobility problems. We appreciate the continuity of care as we always have the same two carers who are able to come at a time which suits us. The full hour that they spend each visit means that there is plenty of time
to do all that is needed without rushing. The staff are friendly, helpful and treat my mother with kindness and respect.

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Review of

Home Instead (East Lothian and Midlothian)

from Jillian W (Husband of Client) published on 15 December 2016

Submitted via Website • Report

Overall Experience  Overall Experience 5.0 out of 5

Have already recommended care provider to my sister in Glasgow and the care has been excellent. The companionship that has been organised by the Care Company has suited him very well and he enjoys the company of the carers.

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Review of

Home Instead (East Lothian and Midlothian)

from Allan M (Husband of Client) published on 13 October 2015

Submitted via Postal Card • Report

Overall Experience  Overall Experience 3.0 out of 5

Too soon to give a proper review. Service commenced just over a week ago - daily visit to undress, wash and dress my wife. Care worker has not yet been able to overcome my wife's resistance. Everyone at this care provider has been supportive.

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Review of

Home Instead (East Lothian and Midlothian)

from Irene G (Daughter of Client) published on 9 October 2015

Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

I am so pleased that Home Instead was recommended to me to assist in the care of my mother. They have been a god sent these past few months and I cannot praise the management and staff highly enough. The level of care has been second to none and as my mum's health deteriorates, they just get better.
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.

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Review of

Home Instead (East Lothian and Midlothian)

from Robert C (Client) published on 8 October 2015

Submitted via Postal Card • Report

Overall Experience  Overall Experience 5.0 out of 5

Very satisfied with the arrangement.

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Awards / Recognitions (9)

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