Home Instead (East Lothian and Midlothian)

Suite 10, First Floor, Stuart House, Eskmills, Musselburgh EH21 7PQ
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7.1 9 Reviews
  • Home Instead (East Lothian and Midlothian), Musselburgh
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 to them.

Professionals don't just help in the home. They can accompany service users to appointments and on visits to favourite places.

The agency welcome clients who use their self-directed support direct payment to fund the cost of their services.

All CAREGivers are selected for their caring and compassionate natures. Home Instead (East Lothian and Midlothian) run extensive background checks on them all and then develop their caring skills through market leading training. This includes a City & Guilds accredited dementia care training programme.

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Care Provided

Types of Home Care

  • Visiting Care
  • Adult Home Care (18+)
  • Respite Care

Personal Care & Household Services

  • Washing & Dressing
  • Medication Assistance (Oral)
  • Domestic Services / Home Help
  • Cleaning Service
  • Companionship
  • Food Preparation & Serving
  • Laundry Service
  • Shopping Service / Errands
  • Sit in Service
  • Transportation Service

Other Care Provided

  • Older Person Care
  • Dementia
  • Palliative / End of Life Care
  • Learning Disability / Autism
  • Mental Health Condition
  • Physical Disability
  • Visual / Hearing Impairment
  • Hospital Discharge

Funding & Fees

Minimum 1 hour visits - available on request.


Available on request

Good to Know

Group/Owner

Person in charge

  • Keri Dickson (Service Manager)

Home Instead (East Lothian and Midlothian) Reviews (9)

7.1

Home Instead (East Lothian and Midlothian) has a Review Score of 7.1 (7.083) out of 10, based on 4 reviews in the last 2 years. Over all time Home Instead (East Lothian and Midlothian) has 9 reviews.

Overall Experience

  • 4
  • 2
  • 2
  • 1
  • 0

Date Published

9
3
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5

Review 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 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 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 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 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 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 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 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 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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Current Review Score: 7.1 (7.083)

Overview of Review Score

The Review Score of 7.1 (7.083) out of 10 for Home Instead (East Lothian and Midlothian) is based on a) the Average Rating and b) the number of positive Reviews.

  • a) The Average Rating is 3.6 out of 5 from 4 Reviews in the last 24 months.

  • b) The score for the number of positive Reviews is 3.5 out of 5 from 2 positive Reviews in the last 24 months.

Detailed Breakdown of Review Score

The maximum Review Score for a Home Care Provider is 10, which is made up from the Average Rating of Reviews (maximum of 5 points) and the Number of Reviews (maximum of 5 points) in the last 24 months:

  • a) 5 Points are available for the Average Rating from all Reviews in the last 24 months.

    The Average Rating of 3.583 for Home Instead (East Lothian and Midlothian) is calculated as follows: ( (8 Excellents x 5) + (5 Goods x 4) + (6 Satisfactorys x 3) + (3 Poors x 2) + (2 Very Poors x 1) ) ÷ 24 Ratings = 3.583

  • b) 5 Points are available for the number of Positive Reviews in the last 24 months. A Positive Review is defined as any Review with an 'Overall Experience' of '4' or '5' (out of a max rating '5').

    The 5 points available are broken down as follows: 3 points for the first Positive Review, 2 points in total for each of the next 9 Positive Reviews (1st = 3, 2nd = 0.5, 3rd = 0.5, 4th = 0.25, 5th = 0.25, 6th = 0.1, 7th = 0.1, 8th = 0.1, 9th = 0.1, 10th = 0.1)

    The 5 points relating to the number of Positive Reviews for Home Instead (East Lothian and Midlothian) is based on 2 Positive Reviews in the last 24 months and is calculated as follows: 3 + 0.5 = 3.5

  • When a Review is submitted by someone who has previously submitted a Review, only the latest Review will count towards the Review Score.

  • If a Home Care Provider does not have a review in the last 24 months, then it will not have a Review Score.

Regulatory Rating

Care Inspectorate (CI) Quality grades

Date:

Care Inspectorate is responsible for the registration and inspection of social care services in Scotland.

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Awards / Recognitions (12)

Meet the Team (1)

Keri

Keri Dickson

Job Title: Service Manager

Keri Dickson is the service manager. Keri has extensive knowledge within the care sector and prides herself on delivering high-quality care to all her clients.

Frequently Asked Questions about Home Instead (East Lothian and Midlothian)

What Type of Services does Home Instead (East Lothian and Midlothian) offer?

Home Instead (East Lothian and Midlothian) offers Home Care.

How many Carers does Home Instead (East Lothian and Midlothian) employ?

Home Instead (East Lothian and Midlothian) employs 20 carers.

Information on this page is displayed without responsibility for its accuracy on the part of homecare.co.uk. Please contact Home Instead (East Lothian and Midlothian) to verify any information. View our terms and conditions. Home Instead (East Lothian and Midlothian) has an Enhanced Service - more info.