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What the Latest 1st Focus Care Survey Reveals in 2026
In the social care sector, data is much more than numbers on a spreadsheet—it represents the daily lived experiences of vulnerable elderly seniors. Here at 1st Focus Homecare, our latest half-yearly service user survey (April 2026) offers a transparent window into how our care aligns with our foundational promises.
With 108 survey invitations distributed directly to service users, 42 completed responses were returned. This represents a 39% participation rate. This sits right within the expected 40% threshold for independent community care surveys, providing a statistically sound and highly actionable cross-section of views.
Upward Trends in Quality Care from 1st Focus Homecare
A look at the raw data reveals an in-home and live-in care company performing at a highly commendable level. 1st Focus Homecare sets an internal benchmark of achieving at least an 80% to 90% positive rating across key care areas. When you cross-reference these numbers with ratings on the Care Inspectorate website and strong public feedback on Google, a clear trend of gradual, structural improvement emerges.
This upward trajectory is not accidental. It is the direct result of ongoing internal staff investment—such as a recent comprehensive “medical emergency and CPR course” delivered to all frontline staff by an independent paramedic trainer.
1st Focus Survey Questions
The survey focused on key points surrounding care, compassion, dignity, and staff protocols.
You can download the full survey. As a transparent care company, and in line with The Care Inspectorate rules and guidelines, we undertake this service user survey every 6 months.
| Care Performance Matrix | Always True | Mostly True | Combined Positive Score |
|---|---|---|---|
| Treated fairly and without discrimination | 98% | 2% | 100% |
| Confidence in data confidentiality | 98% | 2% | 100% |
| Staff wearing correct PPE consistently | 93% | 7% | 100% |
| Treated with compassion, dignity, and respect | 90% | 10% | 100% |
| The care received is reliable | 90% | 10% | 100% |
| Awareness of the complaints procedure | 90% | 10% | 100% |
| Confidence that raised concerns are put right | 88% | 12% | 100% |
| Receiving good quality care and support | 86% | 14% | 100% |
| Happy with office team/manager communication | 86% | 14% | 100% |
When combined, these “Always” and “Mostly” metrics demonstrate an exceptional baseline of service delivery. However, a truly ethical care provider looks past combined scores. They focus on the nuance between an experience that is always exemplary and one that is merely mostly satisfactory.
If you feel that 1st Focus Homecare is a company you can trust, please contact our office on 0131 510 7878, where we can discuss your care needs. If we can help you or your loved one, we can arrange to meet you in person at your home to assess your care needs. Once an agreement is in place with you privately or via the local council, we will build you a care and support plan and agree on a start date.
Areas of Outstanding Achievement
1. Uncompromising Dignity and Human Rights
An absolute highlight of the April 2026 report is that 98% of respondents state it is ‘Always True’ that they are treated fairly and do not experience discrimination. Additionally, 90% affirm they are ‘Always’ treated with compassion, dignity, and respect. In the ethical framework of care, these are non-negotiable human rights.
For a provider to achieve 100% absolute positive consensus (combining ‘Always’ and ‘Mostly’) across these categories shows a deeply ingrained company culture of empathy and equality. This is one of the reasons that 1st Focus Homecare is proud to have been nominated a Top 20 care company in Edinburgh for the last three years by Homecare.co.uk
2. Clinical Safety and Professional Peace of Mind
Safety is the cornerstone of trust, especially for families coordinating care from afar.
- PPE Compliance: 93% of users report that carers ‘Always’ wear the correct Personal Protective Equipment (gloves, aprons, etc.).
- Confidentiality: 98% feel entirely confident that their personal and medical information is kept strictly confidential by the staff.
- Reliability and Timing: 90% report that care is reliably delivered, while 88% state that carers ‘Always’ stay for the full expected duration of the visit.
These figures explain why 1st Focus Homecare remains one of Edinburgh’s most trusted independent providers.
What the Families Say: Qualitative Highlights
The human side of these statistics shines through in the qualitative praise left by family members and service users:
“The care received is second to none. Very grateful, thanks to the 24-hour carers and additional carers for personal care.”
“We are receiving excellent care. The carers are great and friendly. They are both excellent stoma bag changers. We are delighted with the service we get…”
“My carer is a saint, an archangel. She is extremely patient with me. She completes all her work professionally, correctly and perfectly…”
The Ethical Evaluation: Where Can We Move from ‘Good’ to ‘Flawless’?
The true value of a six-monthly survey lies not in self-congratulation, but in identifying opportunities for continuous improvement. 1st Focus Homecare operates under a strict ethical threshold: any metric where the combined ‘Mostly/Rarely/Never’ segments or specific gaps exceed 15% is automatically earmarked for careful investigation and targeted improvement.
By analysing where scores tilt from “Always True” to “Mostly True,” we can uncover the subtle friction points that impact a service user’s daily life.
1. Promoting Care Plan Alignment and Co-Production
The data shows that 76% of service users feel their needs are ‘Always’ met as described in their care plan, while 24% say it is ‘Mostly’ true. Furthermore, 68% feel ‘Always’ involved in the assessment of their care, while 30% say ‘Mostly’ and 2% say ‘Never’.
- The Ethical Slant: A care plan must never be a static document kept in an office folder; it is a living contract. When a quarter of service users feel their care only “mostly” matches their plan, it indicates a need for more frequent, collaborative reviews. True dignity in care means giving individuals complete agency over how their support is delivered.
2. Safeguarding Continuity and Independence
While 67% of users ‘Always’ see the same team of carers, 31% ‘Mostly’ do, and 2% ‘Rarely’ do. Similarly, 76% state that carers ‘Always’ help them do things for themselves, but 20% select ‘Mostly’ and 4% select ‘Rarely’.
- The Ethical Slant: For an older adult or someone receiving live-in care, familiarity is everything. A revolving door of unfamiliar faces can provoke anxiety and confusion. One family member explicitly noted: “My mum gets very unsettled if there’s a change in carer from regular carers…”
- Furthermore, true care focuses on reablement—empowering individuals to retain their independence rather than doing tasks for them out of haste. If a carer doesn’t maximise a user’s autonomy, dependency inadvertently increases.
3. The Relationship Gap: Time to Talk
The survey notes that 68% of carers ‘Always’ have time to talk during their visit, leaving 29% at ‘Mostly’ and 3% at ‘Rarely’.
- The Ethical Slant: In-home care, loneliness is often as detrimental to health as physical illness. A care visit shouldn’t feel transactional. When tight scheduling makes a carer feel rushed, the vital human element of companionship is compromised. Moving this 29% “Mostly” segment into “Always” is essential for 1st Focus Homecare to support emotional and mental well-being.
- One caveat here is that we have a mix of private and local authority clients. Both receive the same care and attention. 1st Focus does not discriminate; however, when clients are receiving care via the local authority, the visits are scrutinised to ensure that the time is used only for the task being provided. Unfortunately, in these cases, it can be difficult for carers to spend as much time with clients as they would like.
Constructive Steps Forward: A Roadmap for Continued Excellence
Because this report is fresh, a formalised, final action plan has not yet been finalised by management. However, based on our history of responsive training and high standards, we can map out the precise structural steps 1st Focus Homecare can implement to address these survey insights.
1. Communication Infrastructure Upgrades
A service user shared crucial, practical feedback regarding accessibility:
“It isn’t easy to read the small print of the emails, so please would you use a larger font. For a quick message, text is better as I am more likely to see it.”
- Action Step: To respect the physical needs of service users, the administration team should introduce an Accessibility First communication policy. This includes offering large-print digital communications by default, utilising SMS text systems for quick schedule updates, and providing early, proactive notifications regarding staff holidays.
2. Holistic Nutritional Care Protocols
Another comment highlighted a critical area of vulnerability:
“Mum is often refusing food, and meals are not always prepared. She needs more encouragement to eat.”
- Action Step: Nutritional vulnerability is a significant risk factor in home care. 1st Focus Homecare can roll out specialised training focused on nutritional encouragement, adaptive meal presentation, and collaborative meal preparation. Carers must be allocated dedicated, unhurried time within the care plan to actively sit with and encourage service users who experience poor appetite.
3. Strengthening Rota Consistency
- Action Step: While managing rotas across Edinburgh presents complex logistics, minimising care team disruptions must remain a priority. Implementing a strict “buddy system” for care packages ensures that when a primary live-in or homecare worker takes a holiday or a break, the cover is provided by a secondary carer who is already deeply familiar with the service user.
Conclusion: A Trusted Partner Committed to Growth
The April 2026 satisfaction survey confirms that 1st Focus Homecare is built on a rock-solid foundation of safety, professional skill, and deep human respect. The combined satisfaction figures are a testament to a workforce that consistently goes above and beyond for the people of Edinburgh.
By openly analysing these results, 1st Focus Homecare proves they are not interested in resting on their laurels. True excellence in social care requires an unwavering willingness to listen, adapt, and refine. Armed with these insights, the management and staff are well-positioned to turn today’s “Mostly True” into tomorrow’s “Always True”—ensuring every single service user experiences care that is safe, dignified, and exceptional.
Share Your Thoughts
Are you a family member looking into long-term or short-term live-in care options in Edinburgh? What metrics matter most to you when choosing a provider? Let us know in the comments below, or reach out to our team to review how we tailor our care plans to your exact personal needs.
Contact Amy on our office number at 0131-5107878. She will be happy to answer any of your questions.
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