The husband and wife team, who opened their franchise in January 2012, attended a glittering ceremony in Birmingham with BBC Breakfast’s Business Reporter Steph McGovern this month. The pair proudly received their certificate as one of four finalists in the BFA’s Customer Service Franchisee of the Year Award category.
Phil and Amy embody the spirit of the ‘caring entrepreneur’ that we look for to be a part of the Home Instead franchise network. In just short of four years, they have built their homecare business to encompass around 100 clients, around 70 CAREGivers and five full-time office staff. Their business has grown and the Peterborough couple’s ethics are clear – they measure success in their territory based on happy clients and happy staff rather than money.
Phil and Amy have put Home Instead’s strapline ‘to us it’s personal’ into practise. They take time to make sure that they know every client and every CAREGiver personally. Their award entry reflected the bespoke Home Instead model of homecare, with CAREGivers recruited for their empathy, honesty and compassion and commitment to training from induction through to specialist skill-sets such as Alzheimer’s Awareness.
Peterborough’s exemplary Pursuing Excellence Advancing Quality (PEAQ) client and CAREGiver satisfaction results featured in their award entry too – including a magnificent seven 100% scores:
1. My CAREGiver was properly introduced before they started working with me: 100%
2. My CAREGiver is well matched to my needs: 100%
3. My CAREGiver arrives on time: 100%
4. My CAREGiver takes an interest in me as a person: 100%
5. How would you rate the communication from office staff: 100%
6. How would you rate the overall quality of the service: 100%
7. In the last 12 months have you ever experienced a problem with your Home Instead Senior Care Peterborough office – no: 100%
The couple know from personal experience what a tough decision it can be choosing which care provider to trust with looking after ageing loved ones. In 2010, Phil's Great Aunt Monica, based in Yorkshire, was in need of care visits after a fall in the home.
For Monica, like many older people, going into a care home was the least favoured or affordable option and all that was really required was some extra care and support to remain safely and happily at home, with carers that understood Monica's needs. That's when Phil and Amy first discovered Home Instead and they just knew they had to get involved when they saw the quality of care and support that Home Instead could provide. To date they have been a finalist in the Great British Care Awards 2014 and locally, scooped the Peterborough Business Awards Customer Service Award in the same year.
Home Instead has 155 carefully mapped territories available. If you think you could be a caring entrepreneur like Phil and Amy Kennedy, please find out more by filling out the form below.