Home Instead (East Lothian and Midlothian)

My Mother's experience with the service has been positive. The carers are helpful and friendly looking after all aspects of her care. They treat her with dignity and respect at all times. On the practical side they will do a bit of house work if needed and collected milk ect from shop, anything to make my Mum's life comfortable.

Carers are very helpful and friendly, and always willing to assist with whatever I ask them to do. Management work conscientiously but seem to be under pressure with little slack in the system, which means that very occasionally no carer can be provided. The accounts department is unreliable - in one month they omitted to collect the direct debit and in another they collected it twice, causing me to overdraw. But the main thing is that the quality of the carers is high, and overall I am happy with the service provided.

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.

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.

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.

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.

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.

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.

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.

Very satisfied with the arrangement.